SupaBet Casino - Player’s account closure request is delayed.

Ich habe bei Supabet viel Geld verloren, und wollte mein Konto schließen lassen, da ich weiteren Verlust aufgrund von offensichtlicher Spielsucht verhindern wollte. Meine erste Anfrage war am 27.03.2025. Eine Antwort auf die Frage "warum?" habe ich nicht gegeben, da nirgendswo steht, dass das Schließen des Kontos ohne Antwort nicht fortgeführt wird. Ich wollte es einfach hinter mir bringen und es Schließen lassen. Die Zweite Anfrage habe ich am 31.03.2025 gemacht. Alles Über E-Mail, kein live Chat. Ich hoffe sie können mir helfen die Verluste zurückzuholen die ich nachdem ich Supabet zweimal eindeutig drauf hingewiesen habe, dass ich das Konto schließen lassen möchte

Dear StenB,

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 please specify if you ever stated the reason why you wish to close your account?

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.

Hallo,

Den Grund habe ich nicht angegeben, da es denke ich offensichtlich war. Ich habe nur ausdrücklich zweimal um die Schließung gebeten.

Mit freundlichen Grüßen

When requesting self-exclusion, it’s very important to clearly state the reason for your request and specify the desired duration. Please also ensure that the subject of your email is easy to identify, as casino support teams receive a high volume of messages daily. A well-marked and clear request is more likely to be noticed and granted promptly. I also strongly advise saving a copy of your self-exclusion request for your own records.

Here’s an example you can follow:

Email subject: Self-exclusion due to gambling addiction

Player information:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Email body:

Greetings [Casino Name] Support Team,

I’m writing to request that my account be excluded from this casino and that I no longer receive any gambling-related marketing materials, effective immediately. I request this self-exclusion for a period of [X months/years] (or lifetime).

The reason for this request is gambling addiction.

I understand and accept that I will not be permitted to reverse this self-exclusion before the agreed period has ended.

Sincerely,

[Your Full Name]

If you did not specify in your conversations that you wanted to close your account due to gambling addiction, I'm sorry, but in our view, you are not eligible for refunds of your deposits. What we can do, however, is help you proceed with a proper self-exclusion moving forward. Please send this request to the casino’s support email (support@supabet.com), and kindly CC me at veronika.f@casino.guru so we can keep a record and assist you further if needed.

Hallo,

Ich möchte einfach nur, dass mein Konto gelöscht wird und ich nicht mehr auf dieser Seite Spielen kann. Supabet ist nicht grade Spielerfreundlich und hier die Notbremse zu ziehen wird einem nicht grade leicht gemacht, bereits nach der ersten Anfrage mit eindeutigem Betreff der E-Mail hat es schon nicht funktioniert.

Mit freundlichen Grüßen

Have you sent the email to the casino using the template I shared with you earlier?

Please note that unless you’re willing to clearly state to the casino that you wish to self-exclude due to a gambling addiction, we will unfortunately not be able to assist you further with this case.

Thank you for your understanding.

Dear StenB,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru