SupaBet Casino - Deposits accepted after self-exclusion request not actioned

Subject: Supabet – Failure to Act After Withdrawal of Consent and Regulator Inaction

I have been struggling with gambling addiction since March 2025, and Supabet’s conduct during this time is a textbook example of how operators exploit vulnerable players instead of protecting them.

On March 8, 2025, I submitted a written request for my Supabet account to be closed and suspended for one year. That request was clear and unambiguous: I was experiencing harm and no longer consented to gamble. Despite that, Supabet kept my account open for more than six months, continued to incentivize me with bonuses and promotions, and accepted over $80,704.83 CAD in deposits, all after I had explicitly withdrawn my consent.

These were not discretionary entertainment deposits. They were made during a period when I was trying to stop, in a state of financial desperation, and should never have been accepted. Operators often try to shift the blame onto players by pointing to continued gambling behaviour, but that argument ignores the reality of addiction. My continued deposits were not evidence of consent. They were evidence of the very harm responsible gambling policies are meant to address.

In September 2025, I even submitted a formal self-exclusion through the Anjouan regulator, and yet Supabet still allowed me to gamble into October. That means both the operator and the regulator were aware of my situation, and neither took immediate steps to protect me. Operators do not take these issues seriously, and they make a mess of what should be a simple situation: when a player says they want to stop, the account should be closed and the acceptance of further funds should end immediately.

This case is not about a gambling loss. It is about a company knowingly accepting funds after consent was withdrawn, ignoring multiple clear indicators of harm, and deliberately encouraging continued gambling during a period of vulnerability. It is also about a regulator that, despite being notified, failed to intervene in a timely and effective way.

My question to Casino.Guru and to the industry as a whole is this: at what point does the duty to act begin? Is it not triggered the moment a player requests exclusion and communicates harm? Is it not reinforced when the regulator is informed? If not then, when?

I am seeking the repayment of deposits accepted after March 8, 2025, and a formal acknowledgment of wrongdoing. If Supabet refuses to resolve this directly, I will escalate this matter further, including pursuing legal action if necessary.

This situation illustrates a systemic problem. Operators continue to profit from harm while regulators delay or remain silent. Players like me are left financially devastated, despite doing everything in our power to stop.

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Hello,

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.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests sent both to the regulator and the casino with me? Please send the information with my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request due to failure to protect you already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

1. Contacting Support:

Yes, I contacted Supabet support multiple times after realizing that my self-exclusion request had not been honoured. Much of this communication was conducted over the phone with their VIP team. During those conversations, I repeatedly explained that I was struggling with gambling and needed my account to be suspended. Despite this, I was still offered bonuses and promotions, and I was explicitly told that while bonuses could be provided, deposits would not be returned.

2. Copies of Self-Exclusion Requests:

I will forward copies of my written communications to you by email. My first request to close my account was submitted on March 8, 2025. At that time, I did not explicitly use the words "gambling addiction," but I knew I was experiencing a serious problem and wanted my account closed to prevent further harm. I believed this request would result in my account being suspended, but it remained active. Later, I submitted a formal self-exclusion request directly to the regulator on September 30, 2025. This should have triggered a permanent closure of my account across all licensees under their jurisdiction. Despite that, Supabet continued to accept deposits and promote gambling to me even after that date.

3. Last Deposit Allowed:

Supabet continued to allow deposits until October 10, 2025. By then, I had fully recognized the severity of my gambling problem and the significant harm this situation was causing me. I raised these concerns directly with Supabet over the phone, clearly stating that I needed my account closed. Instead of acting immediately to protect me, the operator offered me further bonuses to continue gambling. I declined those offers, and only then did they close my account.

4. Response to Refund Request:

When I requested a refund of the deposits that were accepted after my exclusion request, Supabet told me that I would not receive any repayment because I had accepted bonuses during that period. They were willing to provide additional bonus offers, but they made it clear that if I chose to close my account, none of the deposits would be returned.

Closing Statement:

This situation is not about a standard gambling loss. It is about deposits that were accepted after consent was withdrawn and after a formal exclusion request was submitted to the regulator. Once those conditions were met, my account should have been permanently closed, and any deposits accepted after that point should be returned. I am requesting that all deposits accepted after September 30, 2025, be returned, as they were accepted in violation of responsible gambling obligations and after I had formally requested exclusion through the regulator.

Thanks for your patience.

Let me share the timeline of events as viewed by you:

March 8, 2025: I submitted my first written request asking for my account to be closed for one year. At this point, my consent to gamble was withdrawn.

September 30, 2025: I submitted a formal self-exclusion request through the Anjouan regulator, which should have been legally binding and should have triggered permanent closure of my account across all licensees under their jurisdiction.

October 8, 2025: I wrote directly to Supabet, explicitly stating that I was suffering from a gambling addiction and needed to stop.

October 13, 2025: My account was finally closed, but only after further attempts to explain the harm the situation was causing me.

After reviewing the evidence, we can't accept your request from March 8th as the starting point of your protection.

When it comes to your self-exclusion request via the validator on the casino's website, make sure to contact the regulator directly regarding the feature, as we don't have insight into how exactly the feature should work. If you believe the casino didn't follow its obligation in this regard, make sure to file a complaint with the regulator directly.

Please share with me your direct requests for help that you have saved and have available. Send the evidence to my email at tomas@casino.guru for review.

Thanks in advance for your cooperation.

Hi Tomas,

Thank you for continuing to review my case. I want to clarify my position clearly and respectfully so there’s no misunderstanding about what I am asking for.

On September 30, 2025, I submitted a formal self-exclusion request through the Anjouan regulator’s site seal, which states that players can "seek assistance with self-exclusion across all licensee sites." That request should have triggered immediate and full protection across all associated operators. For that reason, I am requesting the return of all deposits made after September 30, 2025, as these were accepted after a legally binding self-exclusion request.

I have already provided screenshots of three separate exclusion requests, including one where I wrote, "I would like to permanently close my account and be self-excluded from all gambling activity effective immediately. I’ve been struggling with addiction." This was not the first time I disclosed harm. I had multiple phone conversations with my assigned VIP where I said I had a gambling problem. Instead of acting on those disclosures, I was offered bonuses in return.

I also made repeated attempts earlier in the year to stop. My March 8, 2025 written request to close my account for one year reflected a clear withdrawal of consent to gamble. If a full return from that date is not accepted in mediation, I will rely on March 8 alongside September 30 in any regulatory or legal filing.

I am still hopeful we can reach a fair and private resolution here. If that is not possible, I will proceed using both exclusion dates and the evidence already submitted.

Thank you for taking the time to consider this carefully.

Hi Tomas,

I wanted to follow up regarding my Supabet complaint. I have not received any acknowledgment or communication from the operator since my last message, despite providing full evidence of my exclusion requests and harm disclosures.

As outlined in my previous message, my position remains that my protection period should begin on March 8 2025, when I first requested my account be closed for one year, and all deposits accepted after that date should be reviewed for repayment.

Thank you again for your help so far. I just wanted to check whether Supabet has responded yet.

To be clear, my position remains simple. I am seeking repayment of the deposits accepted after my March 8, 2025 closure request. This was the point where I withdrew consent to gamble, and the operator failed to act.

If Supabet is open to a private repayment arrangement, I am willing to resolve the matter quickly and quietly. I am not interested in prolonging this if the deposits can simply be returned.

Please let me know if any update has been received or if there is a contact within Supabet’s management or compliance team that I can reach directly to finalize repayment.

Thanks for your reply.

After internal discussion and after reviewing the evidence you provided, our position is the same as I outlined in my previous post. If you used a self-exclusion feature offered by the gambling regulator, they are in a better position to offer you assistance, since we are not familiar with this process.

The circumstances regarding phone calls are impossible for us to confirm without prior acknowledgment by the casino, since we lack evidence to confirm your version of events.

The account closure request you sent as evidence isn't sufficient for us to uphold your refund request, since we can't conclude that the casino should have protected you going forward. In our view, simple account closure requests aren't enough for us to conclude you were not in control of your gambling or in need of protection from further play.

Since we are unable to assist you with your refund request and you confirmed your player's account is closed, we have no option but to close the complaint. We recommend you contact the licensor and pursue the issue further with them directly.

Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.