SupaBet Casino - Player’s account closure is delayed.

Habe am 26.03.2025 dem Casino mitgeteilt, dass ich aufgrund Spielsucht mein Konto umgehend schließen möchte. Am 27.03.2025 kam dann die Mail, dass damit alle meine Gewinne verloren gingen, was ich bejahte und um Schließung bat. Danach wurde trotz mehrmaligen Nachfragens mein Konto nicht geschlossen - sowohl per Mail als auch per Chat nicht.

Am 08.04.2025 habe ich dann erneut im Spielrausch 2100€ verzockt - diese hätte ich gerne umgehend wieder retour. Spätestens seit 26.03.2025 im Chat, war es dem Casino durchaus bewusst, dass ich unter Spielsucht leide!

Dear jmayerhofer,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Bekam gerade einen Anruf, dass mir 300€ Bonus zugesprochen wurde und ich noch Einzahlungsboni dazu bekommen. So sieht Spielerschutz nicht aus. Bitte um Refundierung meines Geldes.

Mails habe ich geschickt.

Thank you for your email.

Unfortunately, we are able to request a refund of lost deposits only in cases where the player explicitly states that gambling addiction was the reason for requesting account closure. Based on the screenshots you provided, it appears that gambling addiction was not mentioned.

Could you please clarify whether your account is still open at this moment?

Die Spielsucht wurde im Chat erwähnt (wovon ich keinen Verlauf bekomme) und darauf wurde ich hingewiesen, dass ich einfach dem Support schreiben soll, mein Konto zu schließen. Die Spielsucht wurde definitiv erwähnt.

Noch immer nicht ausgeschlossen.

Unfortunately, without any supporting evidence, we cannot continue with the investigation of your case. We can only assist you with the proper self-exclusion request.

When applying for the self-exclusion, always 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. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (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 fill out the template, send it to the casino's email support@supabet.com and add my email address veronika.f@casino.guru to the CC.

Dear jmayerhofer,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of jmayerhofer. We would like to allow this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion.

Dear jmayerhofer,

Last year on 29 April, I received the email you sent to support containing your self-exclusion request written using the template I provided.

Did you receive any response from the casino confirming the closure of your account following this request?

Hi!

Ja, dennoch habe ich am 05.05.2026 wieder auf der Website spielen können. Ich verlange mein eingezahltes Geld zurück.

Habe die Mail an dich weitergeleitet.

LG

Thank you for your email. However, I still need more evidence from you to continue with the investigation.

1. Please send me the original confirmation from the casino from April 2025 stating that your account was closed.
2. Have you responded to the email you received from the casino on 5 May, asking for confirmation to finally close your account? If so, kindly forward the subsequent communication to me as well.

I appreciate your time and cooperation.

Habe die Korrespondenz weitergeleitet, im Anhang noch der Verlauf als PDF.

Ebenso habe ich den Wunsch auf Selbstausschluss am 05.05.2026 - also über ein Jahr nach meinem Selbstausschluss - weitergeleitet.

LG

Und hier noch die Werbung von 16.05.2026.

Dear jmayerhofer

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Ich bin immer noch nicht gesperrt und habe natürlich weiterhin fest eingezahlt.

Der mir entstandene Schaden seit 05.05.2026 ist bereits bei 6230€. Diesen fordere ich bitte zurück und ebenso dass UMGEHEND alle meine Konten entgültig gesperrt werden. Beim Betreiber und allen damit verbundenen Casinos.

Es ist wirklich psychisch äußerst belastend, da ich es selbst nicht kontrollieren kann und genau deshalb einen Ausschluss will. Alles wurde so gemacht, wie auf der Website gefordert. Mehrmals!

Soeben habe ich auch einen Cashback-Bonus von 450€ erhalten. Nicht automatisch generiert sondern bewusst an mich adressiert.

Nachdem mein Problem weiterhin besteht und ich mich nicht sperren kann, sind weitere 2400€ verloren.

Ich will gesperrt werden und mein ganzes Geld seit meiner Anfrage vor einem Jahr bitte wieder zurück.

Dear jmayerhofer,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from SupaBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear SupaBet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear all,

thank you for reaching out to us.

We can confirm that the customer's account has now been closed permanently. We can also confirm that due to technical issue the customer's account was reopened Mar 25, 2026. We can assure you that it won't happen again.

However customer's claims are invalid about the closure request and the refund he wants for the losses that incured on April 8, 2025. His first email closure request that mentions "Gambling addiction" was made on 29 Apr 2025. Then the account was immediately closed. Until 29 Apr, 2025 there was no such closure request sent to us by email, or at least none that mentioned anything related to "Gambling addiction". Therefore we consider his claims invalid.

If you have any further questions please do not hesitate to contact us.

Best Regards,

Team Supabet

„Please close my account. I‘m addicted" am 05.05.2026 - siehe Screenshot oben.

Die Behauptung, dass meine Aussage nicht klar war, ist schlichtweg falsch.

Ich verlange mein gesamtes verlorenes Geld zurück, andernfalls werde ich rechtlich dagegen vorgehen.

Dear SupaBet Casino,

To move forward with the investigation, I would like to ask you to provide the following:

1. Chat transcripts between the player and the casino’s support from March 26, 2025, and March 27, 2025. If no such conversations took place, please provide supporting evidence confirming this, such as a screenshot from your system showing the conversation filter set to the stated dates with no records found.
2. A list of the player’s deposits and withdrawals between March 26, 2025, and April 30, 2025.
3. A list of the player’s deposits and withdrawals between March 25, 2026, and the most recent closure of the account.

Please send the requested files in whichever format is most convenient for you to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Dear Kubo,

we have now forwarded the requested data via email.

If you have any further questions please do not hesitate to contact us.

Best Regards,

Team SupaBet

Dear SupaBet Casino,

Thank you for providing the requested evidence.

However, the evidence you have now provided contradicts your previous statement that the player’s first self-exclusion request was sent only on April 29, 2025.

Based on the newly provided materials, the player contacted your support via live chat on March 26, 2025 and requested account closure due to gambling problems. He was advised to send the request by email, which he did on the same day.

On March 27, 2025, the player received an acknowledgement email from the casino asking him to confirm that he wished to proceed with the closure. The email also stated that the remaining balance would be voided, which we, by the way, consider an extremely unfair practice when applied in the context of a self-exclusion request. The player responded immediately and confirmed his decision. However, no effective restriction appears to have been applied.

According to the deposit list you provided, the player was still able to deposit €2,100 on April 8, 2025. This falls well outside any reasonable timeframe for processing a self-exclusion request, especially considering that the request had already been acknowledged by the casino and confirmed by the player.

Therefore, we believe that the player is eligible for a refund of all deposits made from April 8, 2025 until the account closure, as well as all deposits made after the account was reopened again in 2026. Since the file you submitted does not show any withdrawals, the total refundable amount appears to be €10,430.

We look forward to your response.

Dear all,

thank you for the reply.

We just wanted to let you know that we are checking the request with our management. Once there is reply you will be notified as soon as possible.

Thank you for the understanding!

Best Regards,

Team SupaBet

Dear SupaBet Casino,

Could you please let us know the expected timeframe for completing this review with the management?

Thank you.

Ich habe eine Nachforderung, welche dringend zu begleichen ist. Ich bitte um schnelle Bearbeitung.

Andernfalls sehe ich mich gezwungen rechtliche Schritte in Österreich einzuleiten. Im Zuge der Reform des Glückspielgesetzes ist das aber sicher nicht zielführend für Supabet.