Superb Casino - Un jugador que lucha contra la adicción solicita el cierre de su cuenta y un reembolso.

I am a person suffering from gambling addiction. This casino sent me an overwhelming amount of advertising and I registered. Hours later, I requested them to close my account due to issues with my addiction even telling them that I was feeling suicidal, 

not only did they ignore my pleas, but every time I try to speak through their chat, they keep me from doing so. 

I send emails to the provided addresses yet nobody responds. My account continues to be active and they are taking advantage of my illness. 

I need an immediate solution as well as a refund of my deposits, totaling 690€, and a definitive closure of my account. 

It doesn't allow me to upload the photos, please provide an email address where I can attach them. 

Thank you

Soy una persona con ludopatía. Este casino me envió masivamente publicidad y me registre. A las horas les solicite el cierre de mi cuenta por problemas con el juego hasta les dije que me quería morir, 

no solo me ignoran sino que cada vez que intento hablar por el chat no me dejan. 

les envio email donde me mandan y nadie responde. La cuenta sigue operativa y se están aprovechando de mi enfermedad. 

necesito solución ya asi como el reembolso de los ingresos un total de 690€ y el cierre definitivo. 

Mo me deja subir las fotos darme un email porfavor para adjuntar 

gracias

Dear Xotin35,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Superb 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 (lifetime).

The reason that preceded my decision is xxx

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 support@superb.bet (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

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

Best regards,

Petronela

Dear Xotin35,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.