SapphireBet Casino - El reintegro del jugador se ha retrasado.

I am submitting this complaint regarding three withdrawals totaling $4,000 ($3,000, $850 and $150) that SapphireBet approved but has still not paid.

I have now been waiting approximately 56 hours. Throughout this time, SapphireBet support has repeatedly blamed their payment processor, claiming there was a processing error and telling me there is nothing they can do other than have me wait.

SapphireBet did not identify the processor to me. I independently determined that the processor involved was Gigadat and contacted them privately myself to find out what was actually happening.

Gigadat confirmed in writing that they can see all three withdrawals and that they were submitted for processing. More importantly, Gigadat told me that further action is required from the merchant before the funds can be released. They also stated that if the merchant is unclear about what action is required, the merchant must contact Gigadat directly for assistance.

This completely contradicts what SapphireBet has been telling me. SapphireBet has been placing the blame entirely on the payment processor, while the processor is telling me that SapphireBet still needs to take action for my funds to be released.

I have repeatedly tried to get answers from SapphireBet. They have since blocked me from their live chat, have not provided a clear explanation or concrete payment timeline, and continue to leave me without access to my $4,000.

I have screenshots and emails documenting everything, including the approved withdrawals, my communications with SapphireBet, and the processor’s written confirmation.

I am asking Casino Guru to please intervene and help me obtain my $4,000 in approved withdrawals from SapphireBet.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Biggie23,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello Jean,

the problem is that the casino is claiming to have already sent the funds and that I must wait on the payment processor. However as you know already the payment processor has proven to me that they in fact have not sent the money.

as for your 14 day timeframe, the casino itself classifies any withdrawal delays past 48hours to Be an issue, and they urge you to contact live support.

live support has since banned me from communicating in chat, due to "repeat requests"

and they do not answer my emails.

this matter is more urgent than it may seem and the 14 day timeframe is inaccurate in this case.

especially considering I’ve made hundreds of withdrawals through this form of payment, all of which have been sent within 3 hours.

this is a special case of: lying, preventing me from speaking to anyone who can help, and displacing blame on others.

thank you

Dear Biggie23,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Biggie23,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru