SupaBet Casino - La cuenta del jugador permanece cerrada a pesar de las solicitudes.

I registered with Supabet over a year ago, but hardly played there. I preferred my main casino back then. A year ago, I already asked them to close my account via chat. (By then, my gambling addiction was already well underway.) They said it was done, but the advertising emails never stopped. Every now and then, I'd get free spins. Sometimes €5 or €10 in credit with no strings attached. I used those occasionally, but hardly ever deposited anything. At the end of 2025, I excluded myself from my main casino and wanted to get clean. And a few months ago, the emails from Supabet started again. Long story short: I started playing there – I even managed to withdraw €600 to make sure the site wasn't a scam. Then things escalated completely. After numerous deposits, I won €5600. Then came the bombshell: the withdrawal conditions. One withdrawal per day, a maximum of €800, and only three withdrawals open at any one time. And the first withdrawal took six days. So, of course, the money's gone. By then, I had already requested account closure. In the chat, I explained that I was having a problem and needed to have the account deleted. They initially gave me the wrong email address (dragonia@) which has absolutely nothing to do with Supabet. After a lot of back and forth, I found the correct email address myself and contacted them, requesting permanent account deletion. I also explained that I had lost too much money there and that I urgently needed to delete the account for life. This has been going on for weeks now: I request deletion—and only receive automated responses, bonus offers, and advertisements. I'm now in a pretty tight financial spot because of this and have to constantly deal with their promotional emails, and the account still exists. I don't know what else I can do. I was even able to make deposits with my Klarna credit card, even though that shouldn't be possible (Klarna doesn't allow that), so Supabet must have some kind of trick to make it work.

Ich habe mich vor mehr als einem Jahr bei Supabet angemeldet, dort aber kaum gespielt. Meine Hauptseite hat mir damals besser gefallen. Ich habe vor einem Jahr über den Chat bereits darum gebeten, das Konto dicht zu machen. (Da war die Spielsucht auch schon voll in Gange). Es hieß, es sei erledigt, aber die Mails mit Werbung haben nie aufgehört. Ab und zu mal einfach Gratis Spins. Mal 5 oder 10€Guthaben ohne Bedingung. Ab und zu habe ich das mal genutzt, aber kaum etwas eingezahlt. Ende 2025 habe ich mich dann selbst ausgeschlossen bei meinem Hauptcasino und wollte "clean" werden. Und vor ein paar Monaten kamen wieder die Mails von Supabet - Long story short: ich habe angefangen dort zu spielen - auch mal 600€ auszahlen können, um mir sicher zu sein, die Seite ist kein Scam. Dann ist es komplett eskaliert. Ich habe dann nach etlichen Einzahlungen 5600€ gewonnen. Dann kam der Hammer: Auszahlungsbedingungen. Eine Auszahlung täglich, höchstens 800€ und nur 3 Auszahlungen gleichzeitig offen. Und die erste Auszahlung hat 6 Tage gedauert. Also, Geld natürlich weg. Zu der Zeit hatte ich bereits um Schließung des Accounts gebeten. Im Chat habe ich gesagt, dass ich ein Problem habe und deshalb den Account löschen lassen muss. Dort wurde mir erst eine falsche Email gegeben (dragonia@) die überhaupt Nichts mit Supabet zu tun hat. Nach vielem Hin und Her habe ich mir richtige Mailadresse selbst rausgesucht und diese Kontaktiert, mit dem Wunsch nach permanenter Kontolöschung. Dort habe ich auch gesagt, dass ich zuviel Geld dort verloren habe und ich das Konto dringend löschen muss auf Lebenszeit. Das geht jetzt seit Wochen so: ich wünsche die Löschung - und bekomme nur Computerantworten, Boni und Werbung. Ich sitze jetzt finanziell ziemlich in der Klemme dadurch und muss mich dann ständig mit deren Werbemails rumärgern und der Account existiert immernoch. Ich weiß nicht, was ich noch tun kann. Ich konnte sogar Einzahlungen mit meiner Klarna Kreditkarte vornehmen, obwohl das gar nicht möglich sein darf (Klarna macht sowas nicht) also hat Supabet irgendeinen Trick, wieso das trotzdem geht.

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Dear Cinderellacore,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem). 

• Is your account still open?
• How much is your remaining balance?
• In the email transcripts that you provided, I did not see you mention self-exclusion or gambling addiction. So that was just an account closure. Could you please confirm if you would want to self-exclude in Supabet Casino?

Thank you very much in advance. 

Best regards,

Jean

Hello Jean,

I understand these are two different things, but my account is still active. If closing an account is a simple matter, I don't understand why even that isn't happening. Instead, I continue to receive daily messages saying, "Your account closure is being prepared, but please consider xyz..."

Each time, I reply that I'm aware of all this and that I want to close the account. In one of my recent emails, I followed the advice from this forum and explicitly requested self-exclusion due to gambling addiction. Now, I've received what feels like the same message again, this time with links to gambling addiction support and help. Despite this, the account remains active. If they had granted my request in the chat (which I unfortunately didn't screenshot) right from the start, I would still have money and wouldn't have to get so frustrated by these emails every day.

I'm not familiar with this. Why do I have to practically beg to have my account closed or blocked when I've recognized my problem and want to take the right action?

Hallo Jean,

Ich verstehe, dass dies 2 verschiedene Dinge sind, aber mein Account ist immernoch aktiv. Wenn eine Kontoschließung eine einfache Sache ist, verstehe ich nicht, warum selbst das nicht stattfindet. Stattdessen kriege ich weiterhin täglich Nachrichten mit "Deine Kontoschließung ist vorbereitet, bitte bedenken aber xyz.."

Darauf antworte ich jedes Mal, dass mir all' das bewusst ist und ich die Schließung vornehmen möchte. Im einer meiner letzten e-Mails habe ich dann die Tipps aus diesem Bereich hier beherzigt und nochmal deutlich von Selbstausschluss aufgrund von Spielsucht gebeten. Nun kam eben gefühlt wieder dieselbe Nachricht, allerdings mit irgendwelchen Links für Spielsucht und Hilfe. Trotzdem ist das Konto weiterhin aktiv. Hätte man meinem Wunsch im Chat (den habe ich leider nicht gescreenshottet) direkt am Anfang entsprochen, hätte ich nun noch Geld und würde mich nicht täglich über diese Mails aufregen müssen.

Ich kenne das so nicht. Warum muss ich - wenn ich doch mein Problem erkannt habe und richtig handeln möchte - quasi drum betteln, meinen Account schließen oder sperren zu lassen, wenn das doch mein gutes Recht sein sollte?

I understand how frustrating your experience was.

Closing an account is simple and the player can reopen the account anytime, and the casino has no obligation to the player.

While in self-exclusion, the casino agrees not to reopen the account, or only after a certain period of time.

You mentioned that you finally requested self-exclusion due to gambling addiction. Please forward me the self-exclusion requests that you sent to the casino along with their replies. My email address is jean.s@casino.guru.

Thank you very much in advance.

Dear Cinderellacore,

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.

Update: My request was finally granted. However, I am still receiving promotional emails which state – and I quote: "You received this email because you are registered at Supabet.com and have accepted the terms and conditions of our project."

Now I'm testing whether I can log in, and... it works. The account wasn't blocked, just deleted again. I'll send you the emails today, and also another one to Supabet support.

Update: meiner Bitte wurde endlich nachgekommen. Jedoch bekomme ich weiterhin Werbemails, in denen - ich zitiere: "Du hast diese E-Mail erhalten, weil Du bei Supabet.com registriert bist und die Allgemeinen Geschäftsbedingungen unseres Projekts akzeptiert hast." drin steht.

Nun teste ich, ob ich mich anmelden kann und .. es geht. Das Konto wurde nicht gesperrt, sondern wieder nur gelöscht. Die Mails werde ich Ihnen heute zusenden und auch nochmal erneut eine an den Support von Supabet.

I read your emails. I’m sorry to hear about your negative experience messaging the casino again and again to close your account.

As I understand that you are suffering from gambling addiction and your account in SupaBet Casino wasn't entirely blocked, then it is important to request self-exclusion and not just an account closure as soon as possible. With self-exclusion, the casino agrees not to reopen the account or send any promotional emails.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize.

Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings SupaBet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (or lifetime).

The reason that preceded my decision is gambling addiction.

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

Please send another email to the SupaBet Casino.

When you get a response, please forward the self-exclusion request along with the casino's response so we can clearly see that they have acknowledged and agreed to the protection of your account. Thank you in advance.

Dear Cinderellacore,

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