On 5th June I had created a account with Jupiter Club Casino and had claimed a 20 euro free chips which had 45X play through requirements. I had played long time with that free chips and had managed to win 100 euro and then requested to withdraw. I really enjoyed that day to play and felt lucky day of mine. So, I had deposited 20 euro and had claimed standard 100% match deposit bonus which contained 40X play through requirements. Well, I really enjoyed that day to play made me lucky more and lucks gave me to made request withdraw 420 euro further. So, I had reversed my previous withdrawal request 100 euro and then requested 520 withdrawal together. All evidences/records has been attached with this complaint page for review. But on 9th of June Steven from support informed me that my winnings has been forfeited due to made duplicate accounts and had claimed welcome bonus twice which is completely wrong. I had never created any account with Bet Jupiter Club Casino,so how come I had duplicate accounts with them!! Steven then informed me that I had duplicate account with Bella Vegas Casino and already had claimed welcome free bonus chip of 20 euro. Then I tried to make him understand that my previous account with Bella Vegas Casino had been closed before create the new one as per my request due to wrong email address. So, I had created my new account with correct email address after informed support who gave me the permission to create new one. All conversations had been recorded if you want to review make everything clear. I also told him I was not aware that Jupiter Club Casino is the sister casino of Bella Vegas Casino and and requested to process 420 euro only instead of 520 euro where 100 euro came from free chips and 420 euro came from my deposit along with 100% deposit bonus. Long time that day Steven kept me hold for checking the play check history also told me to check on behalf of me. After checking almost 30 minutes he did n't get any reason to forfeited my winnings then He requested to send email to higher management. So, I emailed them with brief explanations that I had genuine intentions to play after deposits and if they don't process 100 euro which managed to win from free chip then I have no problem because I understood welcome bonus can be claim once into one account with their casinos. So, I requested to send them 420 euro winnings which I had managed to withdrew after deposit and deposit bonus after met 40X playthrough. Yesterday, I got a feedback from them which I like to post here:
Liam here from Jupiter Club and I do hope this email finds you well.
We are truly sorry that you feel this way Fetalur but the terms of the casino are clear - any winnings from a free money bonus or winnings after the claim of numerous bonus claims, which is the case on your account, can be voided at the discretion of the casino.
If you would like to see the record to which we refer in order to make these decisions, please refer you to "PlayBack" option which can be found under your "My Account" option when you're logged into the casino.
Don't forget you can also claim 2 X 80% matches using the code "TUESDAYS" - awesome time to play today!
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Now,I am under stress and frustrations how come they refusing to pay my fair and squire winnings of 420 euro!! If they don't process my winnings then why should deposit there for play? We play into casino for gamble which means risk related. In my case I won some only 420 euro. Please Dear ASKGAMBLERS, help me from these trouble with them if you can where they completely unable to understand the facts or not willing to pay winnings to depositor player.
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