Complaint #27 Jupi Casino

Withdrawal refused and bonus abuse claim

By Sebastian I.

6 months ago

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,

Disputed Casino Jupi Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

5 days ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Jupi Casino management acted in accordance with their Terms and Conditions, especially 12.10.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

AskGamblers

• Support Team

2 weeks ago

Dear Jupi Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Jupi Casino

• Representative

2 weeks ago

Dear AskGamblers Team,

We would like to respond regarding the complaint submitted by user Sebastian I.

Following a thorough review of the account and the user's activity, we would like to inform you that the amount of €375.23 has been removed from the user's balance due to a breach of the Company's Terms & Conditions.

11.1. The following practices in relation to the Services:

a) abuse of bonuses or other promotions (as defined in paragraph 11.4)
b) using unfair external factors or influences (commonly known as cheating)
c) taking unfair advantage (as defined in paragraph 11.4);
d) opening any Duplicate Accounts; and/or
e) undertaking fraudulent practice or criminal activity (as defined in paragraph 11.4), constitute "Prohibited Practices" and are not permitted. We will take all reasonable steps to prevent and detect such practices and to identify the relevant players concerned if they do occur.

11.2. You agree that you shall not participate in or be connected with any form of Prohibited Practice in connection with your access to or use of the Services.

11.3. If:
a) We have reasonable grounds to believe that you have participated in or have been connected with any form of Prohibited Practice (and the basis of our belief shall include the use by us of any fraud, cheating and collusion detection practices which are used in the gambling and gaming industry at the relevant time); or
b) You have placed bets and/or played online games with any other online provider of gambling services and are suspected (as a result of such play) of any Prohibited Practice or otherwise improper activity; or
c) We become aware that you have "charged back" or denied any of the purchases or deposits that you made to your account; or
d) You become bankrupt or suffer analogous proceedings anywhere in the world,
then, (including in connection with any suspension and/or termination of your account) we shall have the right, in respect of your account to withhold the whole or part of the balance and/or recover from the account the amount of any deposits, pay-outs, bonuses or winnings which have been affected by or are in any way attributable to any of the event(s) outlined in this paragraph.

11.4. For the purposes of this paragraph 11:
a) A "fraudulent practice" means any fraudulent activity engaged in by you or by any person acting on your behalf or in collusion with you, and shall include, without limitation:
fraudulent charge-backs and rake-back activity;
the use by you or any other person who was participating in the same game as you at any time, of a stolen, cloned or otherwise unauthorized credit or debit card, as a source of funds;
the collusion by you with others in order to gain an unfair advantage (including through bonus schemes or similar incentives offered by us);
any attempt to register false or misleading account information;
any actual or attempted act by you which is reasonably deemed by us to be illegal in any applicable jurisdiction, made in bad faith, or intended to defraud us and/or circumvent any contractual or legal restrictions, regardless of whether such act or attempted act actually causes us any damage or harm;
b) An "unfair advantage" shall include, without limitation:
the exploitation of a fault, loophole or error in our or any third party's software used by you in connection with the Services (including in respect of any game);
the use of automated players ('bots'), or other 3rd party software or analysis systems; or
the exploitation by you, of an 'Error' as defined in paragraph 18, in any case either to your advantage and/or to the disadvantage of us or other.
c) Bonus Abuse includes, but is not limited to:
i. breach of terms and conditions of a bonus, free bets or any other promotional offer
ii. the opening of multiple accounts to claim multiple bonuses;
iii. all bonuses are subject to bonus use limitation based on the bonus engine, and, unless stated otherwise, they shouldn't be used more that 6 times per calendar month; if for any reason a bonus code is used by an individual player over the stated amount, the Company reserves the right to further investigate bonus abusing pattern and deduct bonus winnings plus all 3rd-party charges arising from player's activity (payment fees, providers fees, etc)

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network “VPN”) ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

Should you require any further information or supporting documentation regarding this decision, please do not hesitate to contact us.

Kind regards,
The Jupi Casino Team

AskGamblers

• Support Team

2 weeks ago

Dear all,

This complaint has been reopened as per Jupi Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Jupi Casino Complaint Stats

Resolved 4 / 13

Avg. Amount $15,130

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Jupi Casino Complaints

See all complaints for this casino

Withdraw delay not respected

I requested a withdrawal once, and it was rejected after a 5-day wait without a valid reason, since my account is verified, and without even notifying me. So I played again for 2 days and requested the withdrawal again. Now I'm still waiting after 4 days. I asked them to speak to a mediator, but they refuse, and every day they tell me my withdrawal is on the waiting list.

Resolved

Unjustified confiscation of my winnings

Dear AskGamblers Team,

I am filing this complaint against Jupi Casino for the unjustified confiscation of €865.14 from my account. I have successfully fulfilled a high wagering requirement of €1,800 related to a sports betting bonus, only to have my winnings seized immediately after requesting a withdrawal.

The casino claims I breached Term 12.10 (alleged "bonus abuse" or "strategic play"). However, they have failed to provide any evidence for these claims. I firmly deny any breach of terms for the following reasons:

Recreational Play: My betting history clearly shows that I am a casual player. I have placed several bets with odds below 2.0, which did not even contribute to the wagering requirement. A professional bonus abuser would never place such wagers.

Unrelated Games: The casino even confiscated small winnings from a casino game called "Chicken Road" (e.g., winnings of €4.07 and €11.41), which have absolutely no connection to sports betting or any alleged betting strategy. This proves the seizure was arbitrary and predatory.

Strict Adherence to Rules: I have consistently followed all maximum stake limits and minimum odds requirements set by the bonus terms.

I have attempted to resolve this through the casino's support, but they refused to provide details and simply stated their decision is "final."

I have attached screenshots of my transaction history (showing the "Taken to system" deduction) and my gameplay as evidence. I request Jupi Casino to provide proof of the alleged breach or, more importantly, to restore my legitimate winnings of €865.14.

Thank you for your assistance.

Resolved

Complaint regarding unjustified confiscation of balance

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.

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Jupi Casino- Problems with jupicasino

I have problem with jupicasino.

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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!

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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

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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.

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17 days waiting for the money already taken from bank account

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