My account is fully verified, i have provided all the documents for that and casino is just not paying out my requested money. It now has been more than a month since withdraw request was done. I have asked multiple times that why they are not paying and i always get answer that "just wait more". They don't ask any more documents either, they just don't pay out as if they don't have funds to pay to customers. It all seems very sketchy. I requested 100eur at first, but now i want to withdraw all from this scam website, but i can't add an another request because i still have pending this month old 100eur request. I hope you can help me getting my money back.

Dear vellomei,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

No i haven't had a successful withdrawal with them and i haven't used any bonuses.

Thank you very much, vellomei, for providing the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Jupi Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear vellomei, 

My name is Katarina, and I will be assisting you in solving this case. Now, I would like to invite Jupi Casino representative to join this conversation. 

Dear Jupi Casino, could you please provide more information about this case? 

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear vellomei, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, Jupi Casino received a 1 very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.