The player from Austria had requested immediate account closure on March 26, 2025, due to gambling addiction, but continued to experience delays in the account closure. Despite notifying the casino, it failed to close the account, resulting in a loss of €2,100 on April 8, 2025. He sought a refund for his losses. The issue was not resolved because the player did not provide supporting evidence of his initial request and failed to respond to the Complaints Team's inquiries, leading to the rejection of the complaint. The case was later reopened after he provided chat and email evidence showing a self-exclusion request on March 26, 2025, and the casino ultimately acknowledged that the account had been reopened due to a technical issue. A settlement of €7,500 was then agreed upon and received, so the complaint was closed as resolved. The player later requested that the complaint be reopened again because he was dissatisfied with the settlement and wanted to pursue the remaining amount. However, as he had explicitly accepted the casino’s settlement offer and received the agreed payment, no further claim could be pursued. Since the player remained dissatisfied with the outcome, the complaint was ultimately closed as rejected.
SupaBet Casino - Player’s account closure is delayed.
Other
Amount: €10,430
SupaBet Casino
Safety Index 7.9 Above averageCase summary
Translation
On March 26, 2025, I informed the casino that I wanted to close my account immediately due to gambling addiction. On March 27, 2025, I received an email stating that all my winnings would be lost. I confirmed this and requested closure. Afterward, despite repeated inquiries – both by email and via chat – my account was not closed.
On April 8, 2025, I lost another €2,100 in a gambling frenzy – I would like my money back immediately. At least since March 26, 2025, in the chat, the casino was well aware that I was suffering from a gambling addiction!
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.
TranslationI just got a call saying I've been awarded a €300 bonus and will also receive deposit bonuses. This isn't what player protection looks like. Please refund my money.
I sent emails.
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?
TranslationGambling addiction was mentioned in the chat (which I don't have a history of), and I was told to simply write to support and ask them to close my account. Gambling addiction was definitely mentioned.
Still not ruled out.
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?
TranslationHi!
Yes, however, I was able to play on the website again on May 5, 2026. I demand my deposited money back.
I forwarded the email to you.
LG
Thank you for your email. However, I still need more evidence from you to continue with the investigation.
- Please send me the original confirmation from the casino from April 2025 stating that your account was closed.
- 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.
TranslationI have forwarded the correspondence; the transcript is attached as a PDF.
TranslationI also forwarded the request for self-exclusion on May 5, 2026 - more than a year after my self-exclusion.
LG
TranslationAnd here is the advertisement from May 16, 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
TranslationI'm still not blocked and of course I've continued to make regular payments.
The damage I have incurred since May 5, 2026, already amounts to €6230. I demand this amount back and also that all my accounts be permanently blocked IMMEDIATELY, both with the operator and all associated casinos.
It's incredibly stressful psychologically because I can't control it myself, and that's precisely why I want to be banned. Everything was done exactly as required on the website. Multiple times!
TranslationI just received a cashback bonus of €450. It wasn't generated automatically, but specifically addressed to me.
TranslationSince my problem persists and I cannot block it, another €2400 has been lost.
I want to be blocked and all the money I've spent since my request a year ago returned to me.
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
Translation"Please close my account. I'm addicted" on May 5th, 2026 - see screenshot above.
The claim that my statement was unclear is simply false.
I demand all my lost money back, otherwise I will take legal action.
Dear SupaBet Casino,
To move forward with the investigation, I would like to ask you to provide the following:
- 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.
- A list of the player’s deposits and withdrawals between March 26, 2025, and April 30, 2025.
- 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.
TranslationI have an outstanding payment that needs to be settled urgently. I request prompt processing.
TranslationOtherwise, I will be forced to take legal action in Austria. However, in the context of the gambling law reform, this is certainly not in Supabet's best interest.
Dear all,
thank you for the patience.
We just wanted to let you know that we are still waiting for management's decision. We have now asked them to speed up the process.
Once there is reply you will be informed accordingly as soon as possible. Thank you for the understanding!
Best Regards,
Team Supabet
TranslationDear Casino Guru and Supabet Team,
Either we find a solution by 6pm Vienna time on July 17th, or I will take legal action in Austria as well as with all gambling and licensing authorities responsible for Supabet.
You have unlawfully taken money from me; this is clearly documented. Your player protection system has failed, and you should compensate me for my unlawful losses and work to ensure that this doesn't happen to the next player.
Gambling is gambling, but enriching oneself with the money of addicts is morally reprehensible and illegal.
Dear jmayerhofer,
In my opinion, the casino has acknowledged that your self-exclusion was not applied correctly and has not, so far, disputed that a failure occurred. I fully understand that the waiting period is frustrating. However, following a thorough review of all the available materials, we have concluded that you may be eligible for a higher refund than the amount you originally requested.
You are, of course, entitled to pursue legal action against the casino. I would simply like to clarify that formal legal proceedings and our informal mediation process cannot usually continue in parallel. Should you decide to take legal action, we would therefore close the complaint on our platform and leave the matter to the appropriate legal process.
At present, the casino is considering its position, while our assessment has already been clearly communicated. We will allow the casino a reasonable amount of time to respond, but we will not permit the matter to be delayed indefinitely.
Please let me know how you would prefer to proceed. If you wish to continue with our mediation, we will keep working towards a resolution. If you decide to pursue legal action instead, we will respect your decision and close the complaint accordingly.
Thank you.
TranslationI would like to proceed and expect a response from the casino within the next 3 days.
Dear jmayerhofer,
Thank you for your confirmation. However, I should add that the deadlines or ultimatums you set do not have any practical effect on the course or timeframe of the resolution process.
Dear SupaBet Casino,
We are now approaching the fourth week of your management’s review of this matter. I would therefore kindly ask you to provide your final position and decision in this case.
As stated in my previous post, it appears clear that the player’s self-exclusion was not applied correctly. From our perspective, the player is therefore eligible for a refund of the resulting losses.
At this stage, another general update stating that the investigation or internal review remains ongoing would not be sufficient. Please provide a clear and final position on the player’s refund claim.
Thank you in advance for your prompt response.
TranslationIf this matter can be resolved in July, including the transfer, I will be satisfied with a refund of 10% less, i.e. €9387.
Dear All,
We would like to confirm that we have reached an agreement with the customer on a refund and the amount was processed and received from his side.
Based on this, we consider the complaint as solved.
Best regards,
Supabet.com
TranslationHello!
We agreed on a settlement of €7500. Unfortunately, the casino doesn't see itself as being entirely at fault, and I had to service a loan, so I accepted their offer.
Not fair, but at least it's something.
LG
Dear jmayerhofer,
Although the settlement amount of €7,500 is lower than the amount we originally considered refundable, you accepted the casino’s offer, and the payment has been successfully completed. We will therefore close this complaint as resolved.
I am pleased that we were ultimately able to help you recover a substantial part of the disputed amount.
We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.
Thank you for helping us improve!
Given the responsible gambling concerns described throughout the complaint, I strongly encourage you to consider using gambling-blocking software such as BetBlocker and to seek professional support if you have not already done so.
Thank you for your cooperation throughout the resolution process.
Best regards,
Kubo
Dear jmayerhofer,
We have reviewed your complaint again following your request to reopen it. As you explicitly accepted the casino’s refund offer and received the agreed payment, we cannot subsequently pursue the casino for any additional amount.
You originally requested a refund of €2,100. Through our investigation and mediation, we helped you obtain almost four times the amount originally claimed.
As you remain dissatisfied with the outcome, the complaint cannot be closed as resolved under our policy. I am therefore closing it as rejected.
For future reference, once a refund offer has been explicitly accepted, we cannot pursue the casino for any further payments.
Thank you.
