SapphireBet Casino - La solicitud de cierre de cuenta del jugador se ha retrasado.

Four days ago I started a request through the casino's live chat to inquire about pausing my account for a while. They gave me the runaround and told me to send an email to support.

block@sapphirebet.com At that same moment, I sent an email explaining that I was having financial problems and urgently needed a pause to rest and recover. I also asked if I could choose the duration, and almost five days have passed. I'm experiencing anxiety and needed to pause my account. Last night, October 31st, I contacted live support again, explained the situation once more, and was told to wait for a response. Meanwhile, I had a relapse and lost a significant amount of money. I'm going through a very difficult time, which is why, given the lack of attention and the little importance they give to account requests, I demand a refund or compensation for the amount I've lost.

I've already explained everything necessary, so I'm directly expecting a response from the casino, and a refund for the damages caused.

Hace 4 dias inicie una solicitud mediante el chat en vivo del casino, para consultar sobre pausar la cuenta por un tiempo.. me dieron vueltas y me dijeron que mande un correo al soporte

block@sapphirebet.com, en ese mismo momento realice el correo con el motivo explicando que tenia problemas con el dinero, que solicitaba urgente una pausa para descansar y recuperarme .. tambien pregunte si podia elegir yo el tiempo, y ya pasaron casi 5 dias.. yo estoy con problemas de ansiedad, necesitaba pausar la cuenta.. anoche 31/10 volvi a contactarme con el soporte en vivo, explique los motivos nuevamente y me dijeron que espere la respuesta .. a todo esto yo tuve una recaida y perdi muchisimo dinero.. la estoy pasando mal, es por eso que ante la desatencion, y la poca importancia que le dan a las solicitudes de cuenta, exijo un reembolso, o compensacion por los daños del monto solicitado..

Ya explique todo lo necesario, asi que directamente espero respuestas del casino, y el reembolso por los daños ocasionados.

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Dear camilo019,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

18. Self-Exclusion

Our customers have a self-excluding option.

Please write to customer support to block@SapphireBet.com and also use the Self-restriction option if necessary.

We provide assistance to players with potential gambling problems which is readily available, systematically provided and logged. We monitor all requests. 

SapphireBet offers a self-restricting option which allows you to close your account for a certain period of time: a week, a month, 6 months, a year. Your account will be blocked only after it has been fully verified. Be kindly advised that a photo of your ID/Passport must be attached to your application to self-restrict. If you activate this feature you will be unable to gamble at SapphireBet.

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

I already sent you the email you requested, with the explanation again, and a copy of the email I sent to the casino. It's been almost seven days since I sent the email and no one has responded. The live chat at the casino just tells me to wait for the specialists to get back to me. Most likely, now that this complaint is active, they'll finally reply to the email, but it's too late. I lost a lot of money, so I'm requesting compensation.

I don't plan to close my account permanently. I wanted to request a temporary pause, but no one is responding. It's very worrying, and besides, there's no button on the website to choose to pause the account immediately.

Ya te envie el correo que me solicitaste, con la explicacion nuevamente.. y la copia del correo enviado al casino.. ya van 7 dias casi que envie el correo y nadie me respondio.. del chat en vivo dentro del casino solo me dicen que espere que los especialistas me iran a responder.. lo mas probable es que al estar esta denuncia activa ahora si respondan el correo.. pero ya es tarde.. yo perdi mucho dinero por eso pido la indemnizacion.

Yo no tengo planeado cerrar mi cuenta permanentemente.. queria solicitar una pausa de un tiempo limitado, pero nadie responde, es muy preocupante, y ademas dentro de la pagina no hay algun boton que permita elegir y pausar la cuenta en el momento.

That's all the information, thank you.

esa es toda la informacion, gracias

Update: After receiving your email a few hours ago, I confirm that I have requested and activated self-exclusion for my account for a period of one (1) month, demanding its immediate implementation. However, I maintain my formal complaint and claim for compensation with your team and Casino Guru, due to the [6/7 day] delay in offering a solution and blocking my account. This negligence, which resulted in relapses and financial losses during that time, compels me to request compensation. I demand written confirmation of the block and a tracking number for the compensation claim.

Actualizacion: Tras recibir su correo hace unas horas, confirmo que he solicitado y activado la autoexclusión de mi cuenta por un periodo de un (1) mes, exigiendo su implementación inmediata. Sin embargo, mantengo activa mi queja formal y reclamo por compensación ante su equipo y Casino Guru, debido a la demora de [6/7 días] en ofrecer una solución y bloquear mi cuenta. Esta negligencia, que resultó en recaídas y pérdidas financieras en ese lapso, me obliga a solicitar una compensación. Exijo la confirmación escrita del bloqueo y un número de seguimiento para el reclamo de compensación.

Despite having received a response from the casino 24 hours ago and having my request for a one-month block confirmed, my account remains completely open and operational.

This delay in implementing my requested self-exclusion demonstrates continued negligence and jeopardizes my financial well-being. I demand immediate closure and that my claim for compensation for this breach remain active and be reviewed urgently.

A pesar de haber recibido respuesta del casino hace 24hs y haber confirmado mi solicitud de bloqueo por un mes, mi cuenta sigue completamente abierta y operativa.

Esta demora en ejecutar la autoexclusión solicitada demuestra una negligencia continua y pone en peligro mi bienestar financiero. Exijo que se proceda al cierre inmediato y que mi reclamo por compensación por este incumplimiento se mantenga activo y sea revisado con urgencia.

It has been more than 48 hours since I confirmed my 1 month self-exclusion request (in response to your email from sapphirebet support on 3/11).

Despite my confirmation, my casino account remains fully open and operational today, November 6th.

Sapphirebet Casino is in flagrant and deliberate violation of its Responsible Gaming policies, jeopardizing my finances. I demand that the account be blocked immediately and that the compensation process for this ongoing negligence be expedited. The delay in providing this protection is unacceptable.

Han pasado más de 48 horas desde que confirmé mi solicitud de autoexclusión de 1 mes (en respuesta a su correo del soporte sapphirebet del día 3/11 por email).

A pesar de mi confirmación, mi cuenta de casino sigue totalmente abierta y operativa hoy, 6 de noviembre.

El casino Sapphirebet está en incumplimiento flagrante y deliberado de sus políticas de Juego Responsable, poniendo en peligro mis finanzas. Exijo que el bloqueo se haga efectivo de forma inmediata y que se acelere el proceso de compensación por esta negligencia continua. La demora en este servicio de protección es inaceptable.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post screenshots here. Thank you in advance.

Information sent to your email Kristina.

Meanwhile, I'd like to mention that today, November 7th, my claim still stands, and I'm not backing down. My account remains active even though I confirmed a one-month pause on my account on November 4th.

Informacion enviada a su correo Kristina..

mientras tanto aprovecho a contar que hoy 7/11 mi reclamo aun sigue en pie, sin dar paso atras.. aun mi cuenta permanece activa pese a que el 4/11 yo confirme la pausa por un mes en mi cuenta..

The casino confirmed that my account was blocked JUST yesterday, November 7th, at 11:00 AM.

With self-exclusion now in place, I request that the claim for compensation for losses and damages caused by the delay in implementing the block be processed immediately.

Please indicate the next steps for the recovery of the requested funds.

El casino confirmó que mi cuenta fue bloqueada RECIÉN ayer, 7 de noviembre, a las 11:00 AM.

Con la autoexclusión ya implementada, solicito que se avance inmediatamente con el reclamo de compensación por las pérdidas y el perjuicio causado por la demora en la aplicación del bloqueo.

Por favor, indiquen los próximos pasos para la recuperación de los fondos solicitados.

Can you please clarify when exactly you made the last deposit? Also, if you received any written communication regarding the successful application of the cool-off period, please forward it to me. Thank you again for your cooperation.

On November 2nd I made a deposit, I think it was the last one... during that time I had already requested the closure several days before... but they took a while to reply, so I continued using the account... and yes, I received an email confirming the closure of my account, on November 7th

el dia 2/11 hice un deposito, el ultimo creo que fue.. en ese lapso yo ya habia pedido hace varios dias el cierre.. pero demoraron en contestar, asi que segui usando la cuenta.. y si, recibi un correo confirmando el cierre de mi cuenta, el dia 7/11

Thank you for sharing all the details and correspondence regarding your case. We understand your frustration with the casino’s handling of your cooling-off requests and the delays in its application.

Please note, however, that we are able to request refunds or financial compensation only in cases where a player explicitly declares a gambling problem and requests self-exclusion. Since your request was for a temporary cooling-off period and not for self-exclusion due to gambling addiction, we cannot pursue a refund of your deposits or losses on this basis. And, unfortunately, as the cool-off period is now active, we are unable to offer further support in this case.

We acknowledge that the casino’s responses may have been unclear or unsatisfactory, and we recommend that you escalate the matter directly with the casino’s licensing authority or regulatory body if you believe that their actions were negligent.

Unfortunately, based on the information provided, we cannot take your complaint further, and we will have to close this case.

Best regards,

Kristina

Casino.Guru Team