Jupiter Club Casino

[roger]

Just a warning. Avoid this casino!

I signed up here, reading about their $150 bonus for $100 deposit. I live in the UK but for some reason they don't give bonuses to players playing in pounds, so I signed up in $.

I played through my deposit one time, and waited 24 hours for the bonus.

When I tried to log back in my account was locked.

So I emailed them, and here's the reply I got.

Thank you for your patronage at the Grand Priv Group of Casinos.

Please note: Your account has been locked due to you residing in the UK and your account being in USD. As per casino terms and conditions, your casino account has to be registered in the currency of the area you reside in.

In order for a new GPB account to be registered for you, please provide a copy of a photo ID and utility bill. This can be faxed or emailed to the casino.

Provide a number were the casino can contact you once your account has been registered.

I suggest that you also familiarize yourself with the casino terms and conditions, as pound accounts do not qualify for any kind of bonus or promotion.

Should you have any further queries, please feel free to contact the Support Desk, at anytime.


Kind Regards,

Nicki Harods

Customer Service

I replied saying that I had checked the terms and it did not say anywhere that you have to play in the currency of your home country, and I had signed up in $ because they do not give bonuses to people in .

They did not bother to reply to my email and to make matters worse changed the terms after receiving my email. Below where it said
"Players residing in the United States of America may only wager in US dollar. " They added "Are you a player residing in the UK? If so, please note that you may only register a GBP (British Pound) account."

This is a really scummy trick, the term was not there before, and they have absolutely no right to lock my account.

Because this casino treats UK players like scum, lies about their terms, locks accounts for no reason, doesn't reply to emails, and sneakily changes their terms and conditions, I recommend you steer well clear.....

 

[sdaddy]

Hi roger,

Did you happen to make a copy of the original T&C?

I agree that it's not right to slip in a new rule soon after your inquiry in an effort to apply it to your case.

 

[jetset]

Thanks for the heads up on this Roger. Assuming your allegation is correct, this is unacceptable behaviour from a Play It Safe sealed casino, because it amounts to retroactive tampering with the T&Cs.

I would therefore urge you to submit a complaint to eCOGRA's FGA on www.ecogra.org (you can do this quickly and easily online) so that the matter can be investigated in detail.

 

[Sodax77]

Thanks for the heads up on this Roger. Assuming your allegation is correct, this is unacceptable behaviour from a Play It Safe sealed casino, because it amounts to retroactive tampering with the T&Cs.

I would therefore urge you to submit a complaint to eCOGRA's FGA on www.ecogra.org (you can do this quickly and easily online) so that the matter can be investigated in detail.

I agree.

Just an idea: I hope Casinos, eCOGRA, etc have basic rule,
that casinos are required to add a timestamp (when edited/etc) to their T&C.
Not just a month or a year - even many casino don't have even that.
But: day, month and year

 

[jetset]

That's a good, constructive idea, Sodax - may I suggest that you email it to ecorgra here: [email protected] ?

 

[Sodax77]

That's a good, constructive idea, Sodax - may I suggest that you email it to ecorgra here: [email protected] ?

Thanks - Done

 

[The Dude]

Hi Roger,

When posting your complaints, please refrain from calling casinos scummy.

https://www.casinomeister.com/forums/help/
2. Posting Complaints

2.3 - Ensure your complaint is free from offensive or abusive language, and that the complaint is tactful and truthful. Making false claims are grounds for banishment or drawn and quartering.

 

[schankwart]

Did not Belle & Co. used to have a representative in this forum a while ago?
For me, their reputation has gone absolutely down the tubes after all the most recent complaints I read about. bummer... As they used to be among my favorites just a several months ago, still.

 

[The Dude]

Did not Belle & Co. used to have a representative in this forum a while ago?
For me, their reputation has gone absolutely down the tubes after all the most recent complaints I read about. bummer... As they used to be among my favorites just a several months ago, still.

Jupiter Club casino is part of the Grand Prive group - they are separate from Bellerock who is very active in this forum. Grand Prive is the reputation you're thinking about that has been drifting in a tubular mode.

 

[Sodax77]

That's a good, constructive idea, Sodax - may I suggest that you email it to ecorgra here: [email protected] ?

7 emails later (4 from me 3 from eCOGRA):

I think I follow you, and the points you've made are valid. At least with the eCOGRA casinos the operators know they are being monitored and it would be highly unlikely that they would deliberately show an incorrect date. I'll talk to some of the operators and see if we can get this implemented as an eGAP requirement.

Thanks for your input

 

[Pinababy69]

Wow!!! Now that would be excellent. Awesome idea SodaX, and I sure hope it gets implemented. Kudos to you...just think of some of the complaints it could eliminate.

 

[Simmo!]

Good idea Sodax.

Actually...you could take it a step furtehr. If the casino passed the URL of their trems to eCOGRA as part of eGAP, eCOGRA could automate a routine to grab it every week or month and archive it. A la archive.org possibly.

 

[schankwart]

Jupiter Club casino is part of the Grand Prive group - they are separate from Bellerock who is very active in this forum. Grand Prive is the reputation you're thinking about that has been drifting in a tubular mode.

Ja, I am aware that they are a Grand Prive outfit. -I was a VIP at this group just a couple months ago still, until they stopped crediting bonuses to players accounts' and I read about various non-payment issues.
I am still not sure how this was/is all possible as they apparently did not have a change in management.
They have definetely lost me as a customer though.... And sure enough others as well.

 

[Johnny Empire]

What do they look for in making people VIP's at Prive? Beyond losing a lot of money there, that is.

Also, what does Prive offer VIP's?

No one makes me a VIP anywhere.

 

[Pinababy69]

Hi Johnny Empire....last I knew it was $5,000 in total deposits (not sure if that's net deposits minus cashouts) in one of their casinos. I don't think that it's cumulative over all the casinos. And as to what you get from them? Not a whole hell of alot. 20% cashback on your previous week's deposits, again minus any cashouts or other bonuses previously received. There are supposed to be surprise bonuses, special offers, etc. but good luck getting them. This was my group of choice for three plus years, but not anymore. My last cashout debacle cured me of that.

Best of luck to you!!

 

[Johnny Empire]

FWIW, they've paid me out quickly. $500 cashed out Saturday, got it today (Tuesday).

 

[Pinababy69]

For the last three years, that's always the way mine have gone as well. Cashout, flush, processed first thing next morning. But this last one was another story. If you search the forum here, you will find many threads relating to Grand Prive, most of them relating to problems and alot to misleading advertising. As someone said to me not too long ago...probably not dishonest, just very poorly run.

 

[jetset]

I made a few enquiries and I am told that this issue has now been resolved - perhaps the complainant would independently confirm that?

Apparently this was a genuine internal screw-up at Grand Prive (not exactly unusual in recent times where the management does not seem to know it's ass from it's elbow way too often)

It was their intention to change the Terms and Conditions across all of their brands at the same time, but unfortunately this was not done efficiently. The Customer Services Department was under the impression that the change was successful and in force and they therefore (mistakenly) disputed the players claim.

I am assured that the casino has apologised and credited the player's GBP account with the equivalent value of the USD bonus claim.

Please confirm that I have been correctly informed?

 

[Sodax77]

Wow!!! Now that would be excellent. Awesome idea SodaX, and I sure hope it gets implemented. Kudos to you...just think of some of the complaints it could eliminate.

This is a reply i got today:

Hi xxxx,

I've had feedback from some of the eCOGRA operators regarding your suggestion, and so far they all think it is a great idea. So hopefully this will be approved at our next board meeting at the end of May. Many thanks for your contribution.

Regards
Andrew

Thanks

 

[The Dude]

I made a few enquiries and I am told that this issue has now been resolved - perhaps the complainant would independently confirm that?

This pisses me off. A newbie comes in - calls a casino "scummy", and doesn't bother to follow up with an update. He hasn't visited the site in six days.

Makes me want to disable posting privileges for all newbies in this section until they get x amount of rep points or whatever.

 

[The Dude]

Removed "scummy" from the title.

 

[jetset]

This pisses me off, too - I've just wasted time on some guy who doesn't have the decency to acknowledge that the casino has looked after his complaint (apparently)

Ah, well I guess it takes all types. Thanks, Roger! (not)

 

[Pinababy69]

I agree with you guys. It takes less than a minute to type "problem resolved...thanks!" Some people's kids.

 

[roger]

I agree with you guys. It takes less than a minute to type "problem resolved...thanks!" Some people's kids.

The problem has not been resolved yet, and when I submitted it to Ecogra there was a notice to say that you must not post to any forum while they handle your complaint otherwise they will not help.

 

[roger]

This pisses me off. A newbie comes in - calls a casino "scummy", and doesn't bother to follow up with an update. He hasn't visited the site in six days.

Makes me want to disable posting privileges for all newbies in this section until they get x amount of rep points or whatever.

This is not fair to me. The casino behaved as described and has not yet resolved the problem, it has made things worse. ECOGRA says I can't post any forum until it is resolved. So I haven't. But people are still lining up to criticise me?

 

[Pinababy69]

Well, if it hasn't been resolved....you have my apology Roger. Just a hint for the future, if you were told not to post, you could send a Private Message to the party who was trying to help you, in this case Jetset. Again, sorry for jumping the gun.

 

[roger]

Well, if it hasn't been resolved....you have my apology Roger. Just a hint for the future, if you were told not to post, you could send a Private Message to the party who was trying to help you, in this case Jetset. Again, sorry for jumping the gun.

Apologies to jetset. I had submitted a complaint to ecogra and did not realise that he had contacted them as well. My thanks for this.

 

[The Dude]

This is not fair to me. The casino behaved as described and has not yet resolved the problem, it has made things worse. ECOGRA says I can't post any forum until it is resolved. So I haven't. But people are still lining up to criticise me?

Well, then you shouldn't have included "scummy" in the title until you've exhausted your attempts to getting this resolved. When it appears that a player makes a complaint and then vacates the premises - this is worth criticizing since it happens way too often. But if you're merely taking a different route to take care of this - that's fine. My apologies for busting your balls.

Please keep us updated when you hear something. Thanks.

 

[jetset]

I've just re-checked with eCOGRA and they were apparently assured by the casino that this decision had been reversed.

They are looking into this again now. More when it's available but in the meantime please keep us in the picture if Jupiter sorts this out with you direct, Roger.

 

[roger]

Well they didn't impress me. They should have unlocked the account and given me the bonus since I had met all their conditions, but didn't want to do this. The man from ECOGRA said they would instead leave the account locked and open a new account and put the money in there.

So I forwarded this to them asking for the details and they said I would have to call. I called and they created the account while I was on the phone, but no money or deposit. I also got an email telling me I had a new Roadhouse Reels account although I didn't signup and they didn't mention it on the phone.

There was no money in the account so I asked where my promised bonus was and they said since I had a account I wasn't getting one, terms and conditions prohibited, etc. This was even though I had forwarded the message from ECOGRA saying what was going on.

So I had to send this back to ECOGRA. Eventually it turns out they had added the money to a Jupiter Club account but hadn't told me, while my deposit wasn't going anywhere but another email to ECOGRA and they will reverse it back to my Neteller account.

Well, I won't be playing here again....

 

[jetset]

I have to say that I don't blame you, Roger.

These guys at Grand Prive just don't seem to be able to get anything right, and this was an opportunity for them not only to do the right thing, but to placate you by keeping up their end of the resolution agreement with speed and efficiency....instead they screwed it up again.

It's frustrating reading these sort of careless mistakes that exacerbate cases by necessitating more back-and-forth by the player, and it really is time that someone took control of customer relations at Grand Prive and gave it a really good shake-up.

But I'm glad your complaint was (finally) sorted out!