The player from Germany had requested immediate and permanent closure of her Supabet account on February 9th, 2025, due to gambling addiction, but the casino had not acted on her request. Despite her efforts, she had deposited an additional €6260 and sought assistance in closing her account and obtaining a refund of her deposits. After extensive communication between the player, the Complaints Team, and the casino, a refund of €3438 was eventually agreed upon and processed by the casino. The Complaints Team marked the issue as resolved following this outcome.
SupaBet Casino - Player’s account closure request is delayed.
Resolved
Our verdict
Case closed
Amount: €3,438
SupaBet Casino
Safety Index 8.3 HighCase summary
Discussion
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1 year ago
Translation
Good morning. On February 9th, 2025, I opened an account with Supabet, deposited €100 and played. Since I am addicted to gambling, I immediately informed the casino on the same day and asked them to close my account immediately and permanently. Nothing has happened since February 10th, 2025, despite many emails, and to date I have deposited another €2400. I urgently need help with closing my account and possibly getting my deposits refunded. Thank you very much!
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1 year ago
Hello Kora76,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SupaBet Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you mention gambling addiction to the casino in your request?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Hallo Nick. Am 09.02. um 15.21h, habe ich folgende Email an das Casino geschickt:"Sehr geehrte Damen und Herren,
ich bin Spielsüchtig und bitte um sofortige und dauerhafte Kontoschließung! Ich schließe mich selbst aus. Bitte um Bestätigung
Mit freundlichen Grüßen XXX"
Am 09.02.25, 18:25 schrieb peachhelp <support@supabet.com>:
Your request (24047495) has been updated. To add additional comments, reply to this email.
Adara (Supabet)
9 Feb 2025, 19:25 EET
Dear XXX,
Thank you for contacting our support team.
We sincerely apologize, but at the moment, we do not have any native speakers available to respond to your message. In our effort to respond to you promptly, we will be addressing this reply in English. Thank you for your understanding.
We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process.
Please, confirm your decision and acknowledgment by replying to this email.
Our Casino is fully committed to supporting Responsible Gambling initiatives and encourages you to find information about Responsible Gambling at the websites of the organizations below. Apart from professional help, you will also find applications, which, when downloaded, limit your access to gaming.
https://responsiblegambling.org/
https://www.gamblersanonymous.org.uk/
https://www.gamblingtherapy.org/
If you have any additional questions, please, do not hesitate to let us know.
Best Regards,
Customer Service
Am 09.02. um 18.31h antwortete ich mit :"Ja. Ich bestätige. Bitte sofortige Kontoschließung ".
Seitdem habe ich trotz sehr vieler E-Mails nichts mehr vom Casino gehört. Mein Konto ist noch nicht verifiziert. Der letzte Kontakt von mir zum Casino war heute, 17.02. 10.44h:" Letztmalig fordere ich Sie auf, mein Konto mit sofortiger Wirkung und dauerhaft zu schließen! Ich bin Spielsüchtig!!
Ebenfalls fordere ich Sie auf, mir meine Einzahlungen in Höhe von 2500€ umgehend zu erstatten. Hier ist ein Bearbeitungszeitraum von 24 Stunden ab meiner 1. Aufforderung zur Kontoschließung berücksichtigt!
Mit freundlichen Grüßen
XXX
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1 year ago
TranslationHello Nick.
If you consider the 48 hour processing time, since I submitted the first request for self-exclusion on January 9th, to which the casino responded once (without closing the account 😡), my account is still not closed, I had deposits of €3160 from February 11th up to and including today. The casino still hasn't responded. My account is still open! 
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1 year ago
TranslationDeposited another 250€ today. So now 3410€....😬
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1 year ago
TranslationAnd another €700... Now we're at €4110 and my account is still not closed! I urgently need help closing the account!
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1 year ago
TranslationToday, February 20th, I deposited another €750.... Please take action and contact the casino.....
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1 year ago
TranslationAnd I deposited another 200€. Now I have 5010€
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1 year ago
TranslationI received this feedback from the casino today.....
Christo (Supabet)
21 Feb. 2025, 13:15 OET
Hello Andrea,
I understand your concerns and would like to apologize again for your experience. It is very important to us that our players gamble responsibly and we take this issue very seriously. 🛑
As stated in our Terms and Conditions and on the Website, it is the responsibility of each player to monitor their own gaming activities. We offer various tools that can help players set their limits and gamble responsibly.
Regarding your request: Please note that if you close your account, any funds, pending withdrawals or open bets will be forfeited.
Please confirm whether we should close your account as requested. Your decision is important to us and we will of course respect it.
I remain available if you have any questions or need support.
Best regards,
Christos
VIP team
I just wonder which gambling addict sets a limit??
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1 year ago
Hello Kora76,
Firstly, I would like to ask you not to spam the complaint as it only prolongs the processing time.
I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello Kora76,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear SupaBet Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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1 year ago
TranslationHello Michal, thank you for your summary, unfortunately it is not just €2400. Since the request to close the account on February 9, 2025, it is a total of €6260! I have taken screenshots of the deposits and could provide them as proof.
Kind regards, Kora76
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1 year ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
TranslationI feel like this casino is not interested in finding a solution.....
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1 year ago
TranslationThe casino will not comment. The response from February 21st (see above) did not give the impression that they were interested in finding a solution
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1 year ago
Dear Kora76,
I have contacted the casino outside of this thread. That's why I am setting one last timer. Thank you for your patience.
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1 year ago
TranslationHello Michal. Is something happening or is the casino not ready for communication? Best regards Kora76
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1 year ago
TranslationHi Michal. Still haven't heard anything? Best regards, kora76
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1 year ago
Dear Kora76,
I have received a reply from the casino, so I believe that things will start to move from here. I will be informing you of any developments. Your patience is greatly appreciated.
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1 year ago
Dear all,
Thank you for reaching out to us.
We would like to kindly inform you that the case is being reviewed by the relevant team, and you will be notified as soon as there is an update.
Best regards,
Supabet Casino Team
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1 year ago
TranslationDear Supabet Casino Team, how long do you have to keep checking? Another 14 days? Best regards, Kora76
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1 year ago
TranslationGood morning everyone.
Are you now waiting for the time to run out again and then telling them you're still checking and need a little more time? That's really just a waste of time! Sorry, but there really doesn't seem to be any interest in finding a solution...
Kind regards, Kora76
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1 year ago
Dear all,
We apologize for any inconvenience this may have caused.
Please be assured that we are committed to resolving this situation.
We would kindly request that you remain patient as we endeavor to complete the verification as soon as possible.
Best regards,
Supabet Casino Team
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1 year ago
TranslationDear Supabet Casino team.
This is really just a waste of time! And it's delayed for at least seven days again. I'm running out of patience...
Best regards
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1 year ago
Dear SupaBet Casino,
I hope that this following timer will be sufficient enough for you to complete the verification. We will be waiting to hear from you.
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1 year ago
TranslationHello Michal. Could you possibly adjust the amount in dispute for my complaint? By ignoring my self-exclusion for several days, the amount in dispute had increased to €6,260 by the time the account was closed.
Thank you
Kind regards, Kora76
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1 year ago
Dear Kora76,
We would like to kindly request to check the information provided via e-mail.
Thank you for your cooperation.
Kind regards,
Supabet Casino Team
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1 year ago
TranslationDear Supabet Casino Team!
I didn't receive an email!
What information should I check?
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1 year ago
TranslationHello Supabet Casino Team. It would be nice if you could at least take charge here! Ignore me by email...
Greetings
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1 year ago
TranslationHello Michal, the casino made me an offer of 50%; this would amount to €3,438. Considering how long it took to close my account, I don't agree. What do you think?
Kind regards, Kora76
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1 year ago
TranslationI made the casino a counteroffer of €5,000, but they didn't respond, or rather, I was ignored again....
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1 year ago
TranslationGood morning.
I again made an offer of €4500 to Supabet Casino, but again, no response....
And when I consider how long this whole thing has been dragging on... It's really sad!
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1 year ago
TranslationSince I'm eager to find a solution, I accepted Supabet Casino's offer. Unfortunately, no one has responded to my numerous messages yet...
I call it competent something else...
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1 year ago
Dear SupaBet Casino,
Can you give us an update on the situation here in the thread?
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1 year ago
TranslationSupabet Casino has since contacted me. The sum remains at €3,438 🤔
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1 year ago
TranslationDear Michael, today I received a refund of €3,438 from the casino. It's not quite what I was hoping for, but at least it's something! Thank you for your support!
Dear Supabet Casino, thank you very much for your cooperation and the 50% refund of my deposit after I requested account closure!
LG Kora76
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1 year ago
Dear Kora76,
Your patience, understanding and co-operation in this situation was truly appreciated!
Our team wishes you all the best for your future activities!
Best regards,
SupaBet team.
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1 year ago
TranslationDear Supabet Casino Team, what do you mean by "my cooperation"? You didn't respond at all to my goodwill, even ignoring me... So I had no other choice...
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1 year ago
Dear Kora76,
I would like to express my sincere apologies if any of my previous remarks were perceived as offensive. My intention was to maintain a friendly and respectful dialogue as we collaborated on the settlement.
Warm regards,
Supabet Casino Team
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1 year ago
Dear Kora76,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
