Jupi Casino— player complaints: 5 in English

Reason: Declined payment 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, --- Ответы в треде --- AskGamblers • Support Team 2 weeks 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 1 month 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 1 month 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 1 month 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.

Reason: Delayed payment 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. --- Ответы в треде --- AskGamblers • Support Team 1 month ago Dear @lallalila,The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.Thanks in advance for your cooperation. Jupi Casino • Representative 1 month ago Dear AskGamblers Team, We would like to respond regarding the complaint submitted by user lallalila. The user initially requested a withdrawal on 15/01. However, the withdrawal failed due to technical issues. We contacted the user by email shortly afterwards to inform him of the issue. Subsequently, the user submitted three additional withdrawal requests, all of which were cancelled by the user himself. Finally, the user submitted two further withdrawal requests, both of which were successfully processed within the timeframe specified in our Terms & Conditions. Should you require any further information or supporting documentation regarding this matter, please do not hesitate to contact us. Kind regards, The Jupi Casino Team AskGamblers • Support Team 1 month 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. AskGamblers • Support Team 8 months ago Dear Jupi Casino,Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.Thanks in advance for your cooperation.

Reason: Verification issues 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. --- Ответы в треде --- AskGamblers • Support Team 1 month 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. 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. Jupi Casino • Representative 1 month ago Dear AskGamblers Team, Thank you for your reply. We would like to inform you that we have already submitted our response, along with the supporting evidence, to the email address referenced in your message. Please let us know if you require any additional information or documentation. Kind regards, The Jupi Casino Team AskGamblers • Support Team 1 month 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. bob82 1 month ago Tässä on napakka, ammattimainen ja AskGamblersin sovittelijoille suunnattu vastaus. Vastauksessa tuodaan heti ilmi, että sinulla on jo hallussasi kasinon itsensä toimittama virallinen GDPR-lokidata, joka kumoaa heidän väitteensä täysin. Se myös haastaa kasinon esittämään todisteet suoraan AskGamblersin tiimille: Dear AskGamblers Team, I reject the casino's statement regarding the alleged use of a VPN or IP masking tool. I have accessed my account exclusively using standard Finnish residential and mobile internet connections (via Finnish ISPs like Elisa / Saunalahti), using a standard Google Chrome browser. At no point has a VPN, proxy, or any IP-masking technology been used to interfere with my IP address or bypass geographical restrictions. In fact, through a formal GDPR data subject access request, the operator has already provided me with the official session logs for my account. These logs clearly show connections originating from standard, consumer Finnish IP addresses. I am more than willing to share these official session logs directly with the AskGamblers team to prove this fact. Since the casino has cited Section 12.10, I respectfully request that they provide actual technical evidence to AskGamblers rather than quoting general terms. Specifically, they must substantiate which exact IP address was identified as a commercial VPN or proxy service. As the casino's own logs demonstrate that my activity originated purely from legitimate Finnish networks, voiding my winnings of €865 is entirely groundless. I kindly ask AskGamblers to review the IP documentation and urge the operator to pay out the confiscated balance.

Hello, I have been playing on Jupi Casino and often did not have the luck to win. But last weekend i managed to win back most of my losses and what did the casino do, they took all of my winnings from my play account saying that i did not manage to fullfill the wagaring requirements for the last cashback bonus. The bonus was just 248 euro and the wagaring requirement was to make x1 of the bonus amount, which i did cause i won more than 4500 euro in two days. I have been writing to their customer service and also to their financial department to get an explanation but they just say that i did not make the wagaring requirement så thats why they took all my money. The fact is that they put the cashback bonus on a friday instead of monday asit stand in their terms and also another rule brake from their side was that they write in terms that a player can not make a bet for more than 5 euro per spin while the player has an active bonus, which is not true cause i made bets for more than 5 euro per spin while i had their stupid bonus, in fact that it did not show anywhere in my play account that i had bonus cause they took my real money and included in their bonus so i could not even see how much bonus or how much real money i had. And some other rules too that they broke from their own terms. Now i want to blacklist that site and even more. i want to shut down that stupid casino so no one else could become a victim of this [EDIT] casino. I hope you can help me cause i do not know what else to do. Kindly Regards

Ever since I joined about the 20th July. I carefully reas their KYC info cos I know casinos are notorious for causing alot of issues with verification. . So I went through it with a fine tooth comb and submitted all the legal documents as requested. I attempted to make 2 withdrawals but both were turned down on the basis that I had not suffice info on my bank statement. It's a full legal document downloaded directly from ulster bank and what bank does not include all the necessary details on all their statements. Eventually I had to f Go a chat person on line in my bank and get them to explain what was in the document and I took a screenshot of it and sent it to them. They replied saying no need to send anymore documents as everything is verified. But anytime you make a withdrawal ot sits in a pending state for a lot of time and of course Eventually you cancel it and lose it. I mean if you have been verified why and how is this allowed to go on. Its most definitely an act to get people to cancel their withdrawal. Its very unfair and treating customers poor. I just want to get my winnings. Please can you help.