Complaint regarding unjustified confiscation of balance

Ich habe in diesem Casino 5.000,00€ Guthaben und versuche seit mehr als 1 Woche meinen Account zu verifizieren, um meinen Gewinn auszahlen zu lassen. Ich habe alle erforderlichen Dokumente (Kontoauszug, Adressnachweis, Führerschein, Foto der Bankkarte, selfie mit Ausweis) bereits am 7.2.22 hochgeladen. Ich habe mehrere Emails in denen man mit meiner volle Verifizierung bestätigt hat. Außerdem habe ich mehrere Gesprächsprotokolle in denen unterschiedliche Mitarbeiter bestätigt haben, dass ich voll verifiziert bin und nun auszahlen kann.

Meine beantragten Auszahlungen werden jedes Mal nach einer Wartezeit storniert, ohne dass ich eine Information über den Grund bekomme. Wenn ich daraufhin beim Support nachfrage, bekomme ich jedesmal unterschiedliche Aussagen. Selfie fehlt, mein Name ist nicht korrekt geschrieben und wird vom System nicht erkannt, Bankdokument fehlt…

Ich habe Screenshots und Gesprächsprotokolle, die das alles belegen und zeigen, dass ich dort einen Account mit entsprechendem Gewinn habe. Wie soll ich weiter vorgehen? Wie kann ich ihnen Informationen und Beweise zukommen lassen?

Herzliche Grüße

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 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.

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>