SupaBet Casino - La cuenta del jugador no está cerrada.

Good day,

I lost a lot of money at Supabet Casino a while ago. Unfortunately, this happened after I asked them to close my account due to gambling addiction. To this day, they haven't closed my account, and the request was made over two months ago. I hope they can help me recover the losses I suffered after informing Supabet that I have a gambling addiction.

Guten Tag,

Ich habe bei dem supabet casino vor einer ganzen Weile sehr viel Geld verloren. Leider nachdem ich sie darum gebeten habe mein konto wegen spielsucht zu schließen. Bis heute haben sie mein konto nicht geschlossen und die bitte war vor über 2 monaten. Ich hoffe sie können mir helfen die Verluste zurückzuholen die ich nachdem ich supabet darüber informiert habe das ich spielsüchtig bin erlitten habe.

Dear justins99js,

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 share your self-exclusion requests you sent to the casino?
• Have you unsubscribed from the casino's marketing communication?
• Have you tried contacting live chat support after your request wasn't granted? With what result?
• When was the last time you deposited in the casino?
• My email is tomas@casino.guru

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 day,

Thank you for your reply! I've sent you the information and screenshots via email. If you need anything else, please feel free to contact me.

Guten Tag,

Vielen Dank für die Antwort! Ich habe Ihnen die Informationen und Screenshots via email zukommen lassen. Wenn Sie noch mehr benötigen stehe ich zur Verfügung.

Thanks for the responses and emails.

• Have you tried contacting live chat support after you made the request via email, but it wasn't granted?
• Have you tried using the 'unsubscribe' option in the newsletter you received from the casino?
• Have you asked the casino for a refund of lost funds due to failed player protection?

Please let me know. If there is any other communication you saved when interacting with casino support, please share it with me as well at tomas@casino.guru

Yes, I contacted the live chat several times. They kept referring me to the email, and I continued to lose money.

No, I still receive the newsletter.

Yes, I have already requested a refund.

Ja ich habe den live Chat mehrfach kontaktiert. Sie verwiesen mich immer weiter auf die Mail und ich konnte weiter Geld verlieren.

Nein ich bekomme den Newsletter noch.

Ja uch habe schon eine Rückerstattung gefordert.

Thank you very much, justins99js, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello justins99js, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of SupaBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

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.

Dear justins99js,

We sincerely apologies for your experience. 

We will try our best to help you in this situation and we have closed your account and also shared a confirmation email.

We would kindly request you to please confirm that the first time you had sent your closure request email was on February 14th, 2025. As we could only find the initial request from February 14th, 2025, and nothing before that.

However, please confirm so we can check for your refund request accordingly. Thank you!

Once again, we sincerely apologies for any inconvenience caused.

Waiting for your update.

Best regards,

SupBet team.   

Hello,

My first request for closure and notification of my gambling addiction was made via live chat on February 10. There, I was referred to the email address and was able to continue playing without interruption. Unfortunately, I don't have a screenshot of this.

Hallo,

Meine erste Anfrage zur Schließung und mitteilung der spielsucht war am 10.02 via livechat. Dort wurde ich auf die email verwiesen und konnte ungestört weiterspielen. Davon habe ich leider keinen Screenshot.

Dear SupBet team, thank you for the confirmation of the account closure.

Would it be possible to check the live chat logs for any kind of communication from the 10th February? If needed, the transcript or screenshots of the chat can be sent to me directly at matej.l@casino.guru.

Dear Matej,

We have shared evidence showing there was no conversation on 10th February 2025. we could only see 14th February, 2025, as first closure request.

Please confirm, so we can check the justins99js request with the relevant team and help solve the case as earliest as possible.

Waiting for your update. Thank you!

Best regards,

SupaBet team.

Thank you for the confirmation. Unfortunately, the player has no screenshots of the live chat conversation from the 10th February, and we also have only the original e-mail from 14th February. Moreover, the Responsible Gambling page also states that the self-exclusion request needs to be sent via e-mail, so going forward, we will take that into consideration and set the self-exclusion request date as 14th February 2025. Unless the player can provide new evidence, that we are not aware of, that is.

Dear SupaBet team, following the casino's responsible gambling page terms, would you consider refunding the player's balance from 15th February and any further deposits made until the closure on 22nd April, minus any winnings and withdrawals made in that time? If needed, you can send me the whole cashier history (with both deposits and withdrawals) from 14/02 until 22/04 on matej.l@casino.guru, and please confirm the final amount in this thread, for the player to acknowledge. Thank you very much.

Anything new here? I still insist on reimbursement of my losses!

Gibt es hier etwas neues? Ich bestehe nach wie vor auf die Erstattung meiner Verluste!

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.

Dear all

Thank you for your patience.

Kindly be informed that we are checking the request internally and we would get back to you as soon as possible.

Best Regards

SupaBet Team

Dear SupaBet Team, please let us know ASAP once the investigation is complete, and as always, the requested chat log can be sent directly to me at matej.l@casino.guru.

Hello Matej,

We have shared evidences via email.

We will be waiting for your update.

Best regards,

SupaBet team.

I would like to be involved in all interactions, please. Because I know I definitely lost money after requesting self-exclusion.

Ich möchte bitte in alle Interaktionen involviert werden. Denn ich weiß das ich definitiv Geld verloren habe nachdem ich den selbstauschluss beantragt habe.

Dear SupaBet team, thank you for the e-mail, however seems like my main question has been missed. Could you please send me the chat transcript from the 10th February?

Dear justins99js, unfortunately I cannot CC you into the conversation, as the casino is providing internal system files, that I am not allowed to share. However, rest assured I will always keep you up to date every time I receive a response outside of this thread. Currently I have obtained your cashier history, and am waiting for the chat log of your conversation with the live chat agent from the February.

Hello Matej,

We have sent an email to you. We will be waiting for your update.

Best regards,

SupaBet team.

I have responded with my last question to the casino.

Dear justins99js, since the only provable self-exclusion request is from 14th February, casino is willing to refund you the deposits made between 15th February (following their 24 hours account-closure policy) until the actual account closure on 22nd April. According to their system, that makes 200€ altogether. Currently, I am trying to find out if you had any other balance left on the account at the time of supposed closure, to be added to the overall refund amount. As this does not corresponds with the disputed amount you have entered when lodging this complaint, I would like to ask if you have deposited more than the said 200€ or if the amount also includes the remaining balance from 15th February. Thank you.

There was no remaining balance available. So the €200, so be it.

Es war kein restsaldo mehr verfügbar. Dann die 200€ dann soll es so sein.

Thank you for the confirmation!

Dear SupaBet team, please let us know if there is anything you still need from the player, or if the refund can be processed straight away. Once this is done, we will wait for justins99js to confirm receiving the money before closing the complaint.

Hello all,

Thank you for the confirmation.

We have forwarded your request to the relevant team. Therefore, we will share an update at the earliest as possible.

Thank you for being so patient with us we really appreciate it.

Best regards,

SupaBet team.

Thank you, SupaBet team, please let us know as soon as the payment has been processed on your end. :)

Dear justins99js,

We are happy to confirm that your refund request of 200 EUR has been processed, and the money has been sent from our side June 3rd, 2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

SupaBet team.

Thank you for the update, SupaBet team! Much appreciated. :)

Dear justins99js, please let us know as soon as you receive the money, so we can close this complaint as unresolved. Thank you. :)

Dear justins99js,

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.

Hello,

The money is in my account, thank you for your help

Hallo,

Das Geld ist auf meinem konto, Vielen Dank für die Hilfe

Dear justins99js,

I am very happy to hear that your issue has been resolved, and would like to thank SupaBet Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru