Jupi Casino

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Hi Antrimlisa - welcome back.

Have you already played down your balance?

Thanks,

ThePOGG

Yes eventually as Moat people do I lost my winnings. Also they have logged me out of my account,  when I try to log in it  states your self exclusion period is not up until 4 days time. I was under the impression that a self exclusion was a tool for customers to use not for them to apply.  Also whilst I was using their virtual games , I had better 100 euros on a horse and the screen went blank with some error code and I naturally assumes the money would be credited back to my account but no they took it. Even tho the race never ran.  They refuse to answer any emails or of they do it takes maybe a day. The latest thing is,  I asked them to send me the race numbers of the latest bets I had placed because when they decided to log me out a race was in progress and the horse I had picked was winning and winning well. So I can't get into my account and they refuse to answer any of my emails. 

Sure seems like criminals to me. Nothing is easy or even remotely fair.  They don't seem to have any regard either for gambling related harm. I'd say you could deposit 10,000 a day if you wanted to.  Over all exceptionally poor form and the very bottom of a rung of a ladder from a company whose offering a service.

I would totally advise anyone to stay well clear because you will never see your winnings and I truly believe that.  The way they operate tells you alot.  Your money is not safe with them. You may as well flush ot down the toilet.  I have the screen shot of about 6 of the last races that I was betting on and it looks like my horse won which would have been due to be paid over 400 euros before they decided to log me out.

Hi Antrimlisa,

In that case, sadly, there is nothing we can do to help you. While we understand your frustration with the payment delays, and that is a problem that we may have been able to assist with, we cannot recover funds for you where you have already chosen to gamble them and lost. Had you won you would not be contesting that the operator should take them back as you shouldn't have made the bets and further to this, where we were to pursue claims of this nature it would set a precedent wherein any player that experiences a delay in the processing of a payment could gamble with their balance, keep winnings where they win and look to us to enforce a refund where they lost.

Further to this however, your issues with controlling your gambling are not new. You raised a <a href="https://thepogg.com/complaint/coral-self-exclusion-1/">complaint of this nature with this service 8 months ago</a>, at which time we suggested that our free responsible gambling tool <a href="https://betblocker.org/" target="_blank">BetBlocker</a> may be useful to you. 

This would become all the more significant based on the pattern that appears to be playing out in your submissions to this service. Your previous complaint was against a UKGC licensed operator and related to you managing to sign-up despite a Gamstop exclusion, and your two recent submissions, against Noxwin and Jupi Casino, have both been against unlicensed operators who are accepting UK players illegally and who would not be impacted by any restriction you have in place with Gamstop. That being the case, it seems reasonable to conclude that you have chosen these operators specifically because they are not part of your Gamstop exclusion. This is dangerous in a variety of ways, especially for any person who has problems with gambling due to the weakly regulated nature of these operators and the predatory and exploitative practices that many similarly licensed operators have been allowed to engage in. 

I would again direct you to <a href="https://betblocker.org/" target="_blank">BretBlocker</a> as, had you been using it you would not have been able to access either of these gambling operators. It is free, requires no registration (can be used anonymously) and blocks both the regulated and black markets equally as effectively.

Sorry we cannot be of more help,

ThePOGG

I wasn't asking you to recover funds.  I was simply saying that it's not only the deliberate holding of winnings it's their whole attire and lack of social responsibility and the fact that they clearly have no morals and literally getting away with fleecing people.  There's tje technical issue I explained that they showed a brief error message on one virtual game and abandoned the race and kept the money I had betted on. Its the  fact that they  cut me off midway through another race and I'm pretty sure that horse won.. [EDIT]. 

You berating me here will only allow them to be rubbing their hands together thinking hey when a platform can't intervene or bother us happy days  . If you wanted to say what you say perhaps u should have said it directly to my email address. 

I did not deliberately chose them cos of gamstop,   if you actually reas ask gamblers they rate them 6 amd if you saw the reviews by people it just tells u it's all made up considering all you've said. That's why I chose them. So please don't make assumptions.  Thank you anyway

Hi antrimlisa,

No assumptions were made here and no one was "berating" you. You received a clear and sympathetic response to your submission explaining why we could not intervene on your behalf and trying to direct you to support that is freely available to you. 

Further to this:

i) Please be aware that this service is here to seek recovery of funds for players. If you are not looking to recover funds, then it is not appropriate to submit a complaint here. This is not an appropriate forum to look to post 'reviews' of any gambling operator. That is not a service we offer.

ii) Any complaint that we look into for any player from your country is done so informally. We are not functioning in any official capacity and where we take cases on of this nature it is a goodwill gesture to players. Please take that into consideration in the future as this is the second occasion where your response to this service could be reasonably described as "terse".  If this occurs again this service will simply decline any future complaint submissions from you.

Thanks,

ThePOGG

I apologise if I was stressed and not going about things the right way, I was always very grateful for any help you could offer and still am. And I know you guys only have a certain aloof tools to work with. So again I apologise.  I'm not sure and I'm only telling you really for your own records a new development. 

I had a card control iniated on my banking app under the heading gambling. . I had it activated which meant tjat any form of gambling using that card would automatically be rejected and it was other times that I would have tried.  So I contacted my bank thinking something is not right. Was it a glitch on their behalf or what.  The guy today spoke to me,  their investigation is not completed but basically said if it was not an internal issue then it was because the casino had used a different name in which to collect deposits sontjat it would go undetected by banks.  There were 2 names that came up on my statement neither were jupi  one was KYCOIN and the other IMC.  So that sort of puts a new spin on things because if that is what has happened essentially it's theft.  Just said id update you and again I apologise for any thing I may have said that was inappropriate.  Thank you for everything you have done.

Lisa

Hi Antrimlisa,

Thank you for your message and please do not worry yourself about us. Everyone misjudges things sometimes and we understand your frustration. There are far bigger things in life to worry about than words spoken in frustration :)

To address the issue you raise - you've played with an unlicensed operator. No bank in the UK will process payments to an unlicensed gambling operator under standard banking codes. All payments to this type of operator are miscoded to bypass banking restrictions. It is not theft, but it might be reasonably described as money laundering.

Any block that you put in place via your bank will only work with UK licensed operators. I would again direct you to <a href="https://betblocker.org/">BetBlocker</a> ;) It's not perfect, but it is equally effective against licensed and unlicensed operators. Controlling access to online gambling is extremely difficult in the digital age, but banking blocks, national self-exclusion schemes and blocking software work together in a very complimentary fashion that makes the combination far stronger than the sum of its parts.

Thanks,

ThePOGG

Ok cool thanks I see what your saying and I've only one thing  to say,  the activation in place was working well. Even for curaco companies.  So places like 22bet. I wasn't able to deposit whilst it was activated. So something somewhere is a miss.  Yes your right it's time to  kick all this on the head ,  l definitely look in ro gamblocker. 

Would so annoy that people don't play fair and what's more,  more times than enough  they can get away with it.  
I kn in my job a step outside of the proverbial right and wrong would have you immediately against a panel explaining yourself.  But it's a dark world for sure , as  the saying goes the house ways wins.  Cheers and thanks again.

Hi antrimlisa,

If the banks are managing to block transactions to unlicensed operators they are doing better than I understood their restrictions to do, but without any doubt this will be an inconsistent service. This will depend on the bank knowing that a specific business is engaging transactions for a gambling operator, meaning that they'd have to research each business individually. Like BetBlocker, and dozens of other regulatory agencies, tracking down all of the unlicensed operators is likely to be a very costly and time consuming undertaking for any bank. We know of no project that has successefully managed to identify all of these operators. So any coverage your bank can provide is a great extra, but will still be based on the bank knowing in advance of your transaction that a specific company is a gambling operator.

Thanks,

ThePOGG

Just to update you on this situation.  Jupi casino are in violation of Visa codes.  They were able to side step the gambling activation block I had on my debit card by applying misleading or an incorrect merchant category code.  For gambling transactions the correct code is 7995. They applied 7273 which is  how they have violated visa codes. And as one casino web site review and I quote 
To address the issue you raise - you've played with an unlicensed operator. No bank in the UK will process payments to an unlicensed gambling operator under standard banking codes. All payments to this type of operator are miscoded to bypass banking restrictions. It is not theft, but it might be reasonably described as money laundering.

This player has already played down their balance. We cannot assist you if you contact us after you have played and lost your funds.

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. 

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