SupaBet Casino - Заявката за закриване на акаунт на играч се игнорира.

Hello,

The casino ignores my request for closing my account due to gambling issues.

I asked them via email on 19/09 to close my account due to gambling issues,they answered me something vague like they didnt understand. I asked them again to ban my account and return my deposits from 19/09 to today because they didnt protect me as they should and i still have no answer and of course my account is still active

Please help me close my account and take a refund

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SupaBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected] and include the responses you received from casino support.
• Could you please advise when the last time the casino allowed you to deposit?

I would recommend that you send another self-exclusion request, and this time, include me in the copy of your email.

If you are able to unsubscribe from the casino's marketing communication via an option in your player's account, make sure to do so before it's blocked.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings SupaBet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] from your registered email address (include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Good evening Thomas,

Today finally after new communication they blocked my account

I am awaiting the return of my deposits, which they told me was forwarded to the relevant department. Can you help?

Καλησπέρα Τόμας,

Σήμερα επιτέλους μετά από νέα επικοινωνία μου απέκλεισαν τον λογαριασμό

Αναμένω την επιστροφή των καταθέσεων μου,το οποίο μου είπαν ότι προώθησαν στο αρμόδιο τμήμα.Αν μπορείς να βοηθήσεις;

Thanks for the update.

Regarding funds that were played down, we can only request a refund if we have evidence that you have informed the casino about suffering from gambling problems and the casino didn't act to protect you.

Could you please clarify if there was any balance unspent left on your player's account before closure?

When was the last time the casino allowed you to deposit?

Please forward the self-exclusion requests or other communication proving you asked for help to my email at [email protected], as evidence.

Thanks in advance for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear JoannaS,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas