Unjustified confiscation of my winnings

Website: https://www.jupicasino1.com

Issue Type: Withdrawal refused / Bonus abuse claim

Complaint Details:

I am submitting a complaint regarding a blocked withdrawal at Jupi Casino.

I used the bonuses offered on the platform and played according to the wagering requirements with normal stakes (100 € per bet). I did not use any VPN, duplicate accounts, or external software. After completing the wagering requirements, I requested a withdrawal of €375.23. Shortly afterwards, the withdrawal was cancelled and the amount was removed from my account.

I contacted customer support multiple times requesting a clear explanation of the alleged violation. However, the casino only provided general sections of their Terms & Conditions about “Prohibited Practices” and “Bonus Abuse.” They did not specify which clause I allegedly violated, what specific activity triggered this decision, or provide any evidence.

I have reviewed the bonus conditions and could not find any rule limiting stake amounts during bonus wagering. Therefore, the claim of “Bonus Abuse” appears unjustified.

I kindly request AskGamblers to investigate this case, and to require Jupi Casino to provide a proper explanation or to release my funds.

Evidence Attached:

- Screenshots of my account balance and withdrawal request

- E-mail correspondence with customer support

- Bonus conditions as displayed on the website at the time

I hope for a fair and transparent resolution.

Kind regards,

Dear AskGamblers Complaint Team,

I'm contacting you to file a formal complaint against JupiCasino, operated by Famagousta B.V. (License No. OGL/2023/155/0098), regarding the unjust confiscation of my account balance.

On June 27, 2025, at 1:15:38 PM, JupiCasino forcibly removed €2,183.85 from my account (Transaction ID: 0197b0e3d2f57712a9964e20937a8aeb) under the label “taken to system.” When I contacted their support, they claimed I violated their Terms & Conditions (specifically clauses 12.10 and 12.12), but they refused to provide any clear explanation or specific evidence of what rule I supposedly broke.

I have consistently requested transparency, and I clearly stated that I:

Did not use a VPN or disguise my IP,

Submitted real and valid documents during verification,

Did not abuse bonuses or promotions,

Did not use bots, scripts, or third-party tools,

Did not engage in fraudulent, collusive, or unlawful behavior.

Despite these facts, the operator insists their decision is final and continues to deny me access to my legitimate funds. I also contacted the Curaçao Gaming Authority, but as expected, they confirmed they do not handle individual mediation.

Proof and Supporting Facts:

Account balance confiscated on: June 27, 2025

Amount: €2,183.85

Transaction ID: 0197b0e3d2f57712a9964e20937a8aeb

No warnings or prior accusations before the confiscation.

Full email thread is available and can be provided as PDF.

Casino refuses to provide evidence of wrongdoing, despite multiple polite requests.

What I Expect:

I am requesting the immediate return of my confiscated funds (€2,183.85) or a full explanation with verifiable proof of any violation they claim occurred. Without this, I believe their actions are arbitrary, abusive, and violate fair gaming principles.

I am prepared to provide:

Complete email correspondence,

Screenshots of account and transaction history,

Proof of ID and documents submitted,

Any additional information you may require.

Please let me know if you are able to assist me in resolving this issue.

Kind regards.

I have problem with jupicasino.

I have won big on both sports and live casino at jupicasino. 174,000 euros in total. and they only pay 500 at a time. it takes between 6-9 days before I can make a new withdrawal. I want help with withdrawing my money that is in my account at jupicasino.Can you help me?

I'm sick with cancer and I don't think I can have this money in time before I die. If jupicasino pays me 500 euro x 3 in months, it takes 10-15 years to get my money. So if someone can help me I'm peaceful!

< full name removed >

Hello, I have a problem withdrawing funds from my account in Jupicasino.com. The amount is 500 Euro. I contacted customer service on the site, but every time the answers are the same. I have done this several times and now I have pending withdrawal from more than 30 days (18.01.2024). My account is successfully verified with all documents - Proof of Identity, Proof of address, Bank statement, Credit / Debit card, Selfie with my name, date of birth and Jupicasino. The deposit amount is also played several times as a requirement. Best Regards.

This company (Jupi Casino) does not pay out winnings.

I have already passed all verification checks of identity, address, and additional checks. Provided all documents and photographs upon request. Since it was impossible to get all the winnings from them, I had to do it in parts. Each time I waited for a win for several days. And then they simply began to reject the payment without explanation.

I have not been able to receive my winnings since March 2023. At the moment they are not rejecting the payment, but simply leaving it pending verification from 08/20/2023

I demand that they pay me the last part of my winnings of $496

Because I have been waiting for this withdrawal of money since the end of March this year.

After playing at Jupi Casino for a long period, have they decided that I have to verify myself with a document that says my name and mobile number, to be able to make a withdrawal.

I have sent a document where my name is linked to my number. I am the owner of this number. It is a family subscription where we in the family have different numbers linked to the same invoice.

My wife is on the invoice and she is also the owner of her number.

I receive an email from Jupi Casino that My number does not match my name.

It is clearly stated that my name and number belong together. I have experienced this problem with several casinos owned by this group. As soon as you start winning a lot of money. It feels like they're trying to find new ways to make sure we can't withdraw our winnings.

I must have done over 30 withdrawals before.

So tired of this.

Greetings Sacke77

Hi.

I want to make a complaint about Jupi Casino. They recently removed 10.168,80 NOK from my account which they claim is due to bonus violation. I have tried to reach out to them to give me proof of violation and be more specific about which bets is violating the terms but every time I just get standard answer with list of terms.

I feel all my bets are quite normal with variation in odds and 1X2. Every bet has been over minimum odds (1.50) and under maximum stake (1000NOK). The last thee bets are made after the bonus requirements have been made so they differ a bit from the rest (but kind of proving I didn't just came from the bonus. I have also made some spins on slots after bonus requirements have been fulfilled.

I have to add that the KYC was really long, about three weeks, with the casino constantly asking me for new documents. I have provided drivers license, passport, picture with drivers license, picture with passport, two different address verifications. Each step took about three days, with a new three days passing before withdrawal was declined and they asked for a new document. The account was verified and the the process repeated itself. I do suspect this whole process was to make me fed up and gamble away my money before.

I have added both my complete betting history and my email corrospondance.

Thank you,

Regards <removed name>

I joined with this casino about the 20th July. I know how notorious all casinos are with regards to verification so I assumed your star rate of 6.5 meant that it was a fair enough place to bet. However I thoroughly read through all their KYC Info to ensure I had everything in place before submitting my documents. To date I have sent them copy of my passport as identification, bank statement which is proof of address and my debit card is linked to this account. They then asked a screenshot to be sent of a deposit I made on their site shown up as a transaction on my bank account which I gave them I received an email and you can see below from my attachments that it leads you to believe that verification is passed. 

So a few days later I submitted a withdrawal on about 5 different occasions now despite the fact the verification has been passed and it never moves out of the pending state. Which to me is very disheartening cos all anyone wants is fair game and to be treated fairly. They know that if they delay your payment you will mostly cancel it and lose. Which I've done on many occasions. 

I've even had 2 withdrawals rejected on the basis that my bank document did not show my name address etc, now what bank does anyone bank with where naturally all those details are there.

So I opened a chat with my bank and asked them to confirm that the statement was legal. He listed all the info that was available and that it could be used to apply for a mortgage upon receiving this. They then said it's OK you don't need to send any further documents.

I think it's extremely unfair that deposits be taken instantly but its very lousy withholding winnings I have 1500 euros to collect and I am very stressed out about it all as you have to keep checking for emails etc.

Please can you help...

Lisa