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I have a problem with verification (KYC) I have sent in 10 documents but despite this they are not approved and I keep getting the same email that I have to send in an account statement or a bank document that clearly shows my name and iban number but I have done everything I can to do this but nothing works, I have written to them several times but nothing happens so I don't know what to do now.

Jag har problem med verifiering (KYC) jag har skickat in 10 tals dokument men trots detta så blir de inte godkänt utan får hela tiden samma mejl om att jag måste skicka in ett konto utdrag eller ett bank dokument som tydligt visar mitt namn och iban nummer men jag har gjort allt jag kan för att göra detta men ingenting duger jag har skrivit till dom flertalet gånger men ingenting händer så vet inte vad jag ska ta mig till nu.

Dear Fredde452,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes but the problem is that I won the money on 26/12-2022 and still have not received any money due to KYC and I have tried to submit various documents but now I have to verify the IBAN number and the only way I can do the ones on are via a screenshot as the bank has no other way to do them on but they don't accept screenshots and I tried to convert the screenshot to pdf but they didn't agree to that either so I don't know what to do.

Ja men problemet är att jag vann pengarna den 26/12-2022 och har fortfarande inte fått några pengar pågrund av KYC och jag har försökt att skicka in olika dokument men nu återstår det att jag ska verifiera IBAN nummer och de ända sättet jag kan göra de på är via en screenshot då banken inte hat något annat sätt att göra de på men dom accepterar inte screenshot och jag provade att konvertera screenshoten till pdf men det gick dom inte heller med på så jag vet inte vad jag ska göra.

Now I have sent in a new bank document that I received from the bank so we will see if they approve it now but it can take up to 3 days so we will see. So will report back on how it goes.

Nu har jag skickat in ett nytt bank dokument som jag fick från banken så får vi se om dom godkänner det nu men kan ju ta upp till 3 dagar så vi får se. Så återkommer om hur det går.

Hello Fredde452,

Have there been any developments since our last conversation, please? 

Yes, now finally the verification is complete (KYC) so now it remains and so if I get my money out really bad that you can only withdraw 500 eur at a time.

Ja nu äntligen är verifieringen klar (KYC) så nu återstår det och så om jag får ut mina pengar riktigt dåligt att man bara kan ta ut 500 eur åt gången.

Please I need your help now my first withdrawal has been denied because I had to submit a selfie holding up my driver's license to identify myself even though KYC has been approved and I then did this and requested another withdrawal but that was denied again and I got the same email again saying that I had to send in a selfie when I hold up my driver's license even though I have already sent in such a document

Snälla jag behöver eran hjälp nu har mitt första uttag blivit nekat för att jag va tvungen att skicka in en selfie när jag håller upp mitt körkort för att identifiera mig trots att KYC har blivit godkänd och jag gjorde då detta och begärde ett nytt uttag men det blev nekat igen och jag fick samma mejl igen om att jag va tvungen att skicka in en selfie när jag håller upp körkortet trots att jag redan har skickat in ett sånt dokument

Thank you very much, Fredde452, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. 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 Fredde452,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Jupi Casino,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Now I have received my first withdrawal so now everything seems to be clear but they are so terribly bad that you can only withdraw €500 at a time but as I said at least I have received the first withdrawal now👍

Nu har jag fått mitt första uttag så nu verkar allt va klart men de är så fruktansvärt dåligt att man bara kan ta ut 500€ åt gången men jag har som sagt iallafall fått första uttaget nu👍

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 Fredde452,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Best regards,

Stefan, Casino.Guru