Jupiter Club Casino - プレイヤーのアカウントはブロックされています。

Hi, I registered on this casino about a week ago, I won a sum that I don't remember exactly, but it was around 2000 euros, I sent the documents and everything and they verified my account.

Yesterday, I logged into my account normally and I also spoke in live chat to find out the timing of the withdrawal, and they told me that they paid me tomorrow (i.e. today) ... then a little while ago I tried to enter the casino again to my surprise I found that the account was blocked ... can you help me get my money back?

Salve, mi sono registrata su questo casino circa una settimana fa, ho vinto una somma che non ricordo di preciso, ma si aggirava attorno ai 2000 euro, ho inviato i documenti e tutto e mi hanno verificato l'account.

Ieri, ho fatto accesso normalmente al mio account ed ho parlato anche in live chat per sapere le tempistiche di prelievo, e mi avevano detto che mi pagavano domani (cioè oggi)... poi poco fa ho provato ad entrare di nuovo sul casino e con mia grande sorpresa ho scoperto che l'account è stato bloccato... potete aiutarmi a recuperare i miei soldi?

Dear Yasmine,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed, so it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

We will leave this complaint opened and if there is no development within the given time frame, we will intervene. In the meantime, would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

Hi, maybe you didn't understand that they closed my account! I can't enter it anymore ...

However there have been some developments, last night I chatted with the live chat, and they confirmed that my account has been closed by the financial team but that I am not given the reasons, and in addition the withdrawal has been declined .. .

Salve, forse non avete capito che mi hanno chiuso l'account! Non riesco più ad entrarci...

Comunque ci sono stati dei sviluppi, ieri sera ho chattato con la live chat, e mi hanno confermato che il mio account è stato chiuso dal team finanziario ma che non mi è dato sapere le motivazioni, e in più il prelievo è stato declinato...

I understood you and we consider this practice okay as long as the casino refunds the remaining balance. Since your withdrawal has been declined, would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru?

I'm sorry but the casino has stopped communicating with me, I have nothing to send you, for this reason I have contacted you, because I want them to answer me or at least give me the withdrawal money

Mi dispiace ma il casino ha smesso di comunicare con me, non ho niente da inviarvi, per questo motivo ho interpellato voi, perchè voglio che mi rispondano o perlomeno mi diano i soldi del prelievo

Thank you very much Yasmine for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Yasmine,

I’ll be in charge of your complaint from now on. I’ll try my best to resolve the issue as soon as possible.

I would like to invite Jupiter Club Casino to join this conversation.

Dear Jupiter Club Casino,

Can you please explain the reasoning behind your decision to confiscate Yasmine’s funds? You can also forward any relevant information to my e-mail address andrej.p@casino.guru.

We would like to ask Jupiter Club 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’.

Dear Yasmine,

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'.

I am very sorry I couldn't be of more help. Please note that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.