SapphireBet Casino - Акаунтът на играча беше блокиран.

Hello dear Askgamblers

I have a complaint about Sapphirebet website and I'll try to be as descriptive as possible.

Almost 60 days ago I registered and deposited 91$ into sapphirebet casino using the perfect money method. I tried to place a bet but I found out that my account has been frozen immediately after my deposit for no reason and I can't place any bets. I tried to withdraw my funds but I noticed that perfect money method is not included in the withdrawal methods even though sapphirebet requires the customers to withdraw using the same method as their deposit. 

I contacted the website's support. They asked me to email the security team. So I sent an email to securi­ty@­sap­phi­reb­et.com and explained my situation. They have not explained why my account is limited (nor they asked for verification of documents) and when i ask for withdrawal of my funds they ask me to use other options(which is in contradiction with the rules of the website as explained).I re-explained my situation many times but they keep sending me the this message: "All consulting on the matter of your request was provided earlier in this mail thread."

Recently they have stopped answering to me

Dear Nazmirz,

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

Could you please explain what was the explanation of the casino about why you are unable to play and your account was blocked? Do I understand you deposited 91 USD in the casino? Did the casino indicate they will return your deposits?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Yes it is 91$ that i deposited through perfect money.They asked me to withdraw my funds using other methods ( only available methods are Astropay , eco payz and Jeton wallet). However as i explained to them this is not a viable option for me since i don't have access to any of these methods since i am a citizen of Iran .Secondly even if i had access to these methods the laws of website would have prohibited me from withdrawal since they require to withdraw using the same method as depositing.I asked them to return my funds to my perfect money account or send me the funds through cryptocurrencies but they have not answered my emails anymore.Additionally they have limited my betting stakes to 0. I asked them why they have done this and they told me they reserve the right to do this without providing any explanation.They have not even asked me to do KYC.Therefore my only hope is to get this solved through submitting complaints .

Thank you in advance for helping me.

Thanks for the detailed explanation.

Would you be able to forward the communication between you and the casino regarding the issue to my email tomas@casino.guru?

Dear Nazmirz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you very much, Nazmirz, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Nazmirz,

I am so sorry to hear your account got blocked. 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 SapphireBet Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Nazmirz,

I have contacted the casino and extended the timer by additional three days.

Your patience is much appreciated.

Kind regards,

Stefan

Hello! At the moment, the payment method Perfect Money, unfortunately, is not available for this geo for withdrawal. Player were given the necessary instructions for the withdrawal of funds.

According to the rules of the casino - the company has the right to refuse to accept bets without explanation.

Kind regards, 

Support SupphireBet

Dear Nazmirz,

Did you receive the information from the casino regarding the withdrawal instructions?

I am looking forward to your response.

Kind regards,

Stefan

There is no new information from sapphire bet casino.They just repeated the same thing and have not provided me with any reasonable options to withdraw my funds.

Thank you.

Dear Nazmirz,

Are you able to create a Jeton account?

I am looking forward to your response.

Kind regards,

Stefan

First of all since i am a citizen of Iran i won't be able to create a Jeton account.(As it is prohibited by rules of Jeton Wallet and i can't do KYC)

Secondly im sure even if i had an account sapphire bet would have prohibited me from withdrawal since they require customers to withdraw using the same method as deposit( Perfect money) according to their own rules.

Thirdly, Sapphire bet casino accepts a vast range of crypto currency methods for withdrawal.i don't understand why they have limited my withdrawal options to Jeton wallet.Additionally I cant see why a casino should accept a payment method that can't offer withdrawal options for and require customers to withdraw using the same method as deposit. This is the same as confiscating user's funds and scamming them without providing any reasons.

Dear SapphireBet Casino,

Could you please state why the player has only Jeton wallet as a withdrawal option? You should be able to find a solution on how to pay the player.

I am looking forward to your response.

Kind regards,

Stefan

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.

Good afternoon, we need more time to fix the player's problem.

Kind regards, 

Support SapphireBet

Dear SapphireBet Casino,

Thank you for your response and the information provided.

I will extend the timer by additional seven days.

Kind regards,

Stefan

Good afternoon, the problem has been solved. The player was refunded on the wallet: U420***05

Kind regards, 

Support SapphireBet

Dear Nazmirz,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Dear Nazmirz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes i have received the payment.Thank you casino guru for your brilliant assistance 🩵

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Nazmirz, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Stefan

Casino.Guru