Jupi Casino - Il giocatore ha difficoltà a prelevare le proprie vincite.

On November 30th, I uploaded documents that were verified on the same day, then immediately made the payment request, which was then rejected on December 3rd because an additional verification process had to take place, I should take and send a selfie with my ID card in front of my face, that is also direct been done and since then I don't hear anything anymore. The casino says of itself that a payout takes a maximum of 72 hours, these have long been exceeded

Am 30.11 habe ich Dokumente hochgeladen welche am selben Tag verifiziert wurden , direkt dann die Auszahlungsanfrage gestellt , welche dann am 03.12 abgelehnt wurde weil ein zusätzlicher Verifizierungsprozess stattfinden muss , ich sollte ein Selfie mit meinem Personalausweis vor dem Gesicht machen und senden , das ist auch direkt erledigt worden und seid dem höre ich nichts mehr. Das Casino sagt selber von sich das eine Auszahlung maximal 72 Stunden dauert , diese sind nun längst überschritten

Dear Isco33,

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

Please understand that KYC account verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that your KYC verification will be successful, still, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.

Best regards,

Petronela

Allegedly it should have been edited on 07.12.21! I no longer see it as a pending payment, but my bank account has not yet received any money and a transfer takes a maximum of 2 days!

Angeblich soll es am 07.12.21 bearbeitet worden sein ! Ich sehe es nicht mehr als ausstehende Zahlung , allerdings ist noch kein Geld auf meinem Bankkonto eingegangen und eine Überweisung dauert maximal 2 Tage !

Thank you, Isco33, for your reply. Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

I will set the timer for additional 6 days and if there's no development by Thursday, we will intervene. Your patience is very much appreciated.

Hello Isco33,

Have there been any developments since our last conversation?

Dear Isco33,

Have you received your winnings? We are extending the timer by 10 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.