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

Ich habe schon mehrfach darum gebeten, dass mein Konto im Casino dauerhaft gesperrt wird. Trotzdem wird das anscheinend nicht ernst genommen. Ich bekomme weiterhin E-Mails und SMS, obwohl ich klar gesagt habe, dass ich nicht mehr spielen will und keinen Kontakt mehr wünsche.

Ich finde es sehr enttäuschend, dass meine Anfragen ignoriert werden. Ich möchte, dass mein Konto endgültig geschlossen und gesperrt wird – ohne die Möglichkeit, es je wieder zu öffnen. Außerdem will ich keine Nachrichten mehr von diesem Casino erhalten.

Ich habe auch schon eine Email geschickt. Siehe Anhang.

Dear sprite2022,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve faced in getting your casino account permanently closed and the continued contact from the operator despite your clear request.

We’ve received the screenshot of your email sent on May 25th in which you mention gambling-related concerns. To better understand the situation and proceed with the case, we would like to ask a few clarifying questions:

• Have you received any reply from the casino regarding your closure request? If so, could you please forward that communication to petronela.k@casino.guru?
• Have you sent additional emails or messages to the casino apart from the one on May 25th? If yes, please share those as well.
• Could you let us know through which channels (email, SMS, phone) the casino is still contacting you?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hallo. Nein, mir hat leider keiner auf meine Email geantwortet. Ich bekomme noch Emails und SMS von denen. Ich habe damals nur den Live chat kontaktiert um mein Konto zu schließen, die haben mir aber gesagt, dass sie das nicht machen können und ich da eine Email schreiben müsste. Das habe ich dann gemacht und den hier oben beigefügt.

Hi,

Thank you for your reply and for confirming that you have not received any response from the casino so far.

We understand how frustrating this situation must be, especially given your clear request to permanently close your account and stop all further contact. However, based on the information you've provided, it seems that only one email was sent, and unfortunately, there has been no confirmation or response from the casino.

In such cases, a single message—especially if unanswered—may not always be sufficient to trigger the proper account closure or responsible gambling protocols. To proceed further, could you please clarify the following:

• Have you attempted to follow up with the casino via any other channels, such as live chat, contact forms on their website, or alternate email addresses?
• Do you have screenshots of the live chat conversation where they told you to email them?
• Have you received any automated replies or ticket numbers in response to your message?

If you have any additional messages, screenshots, or other proof of your efforts to close the account and request no further contact, please forward them to petronela.k@casino.guru.

Thank you.

Nein habe ich nicht. Sollte ich nochmal eine Email schicken?

Hi,

Thank you for your message.

Yes, I would strongly recommend that you send another email to the casino to follow up on your closure request. In addition, it’s always a good idea to:

• Use at least two communication channels whenever making an important request like this — for example, email and live chat, or email and a contact form.
• Keep clear records of all your messages (including dates and screenshots).
• Ask for confirmation that your account has been closed and that you will no longer receive promotional content.

This helps ensure that your request is taken seriously and gives you supporting evidence in case further action is needed.

If you do send another message and receive any response, or if you manage to access the chat again, please forward any updates or screenshots to petronela.k@casino.guru.

We’ll do our best to assist you in resolving this matter.

Dear sprite2022,

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,
Petronela
Casino.Guru