The player from Austria experienced difficulties in getting his account permanently blocked at Supabet despite making multiple requests through email and live chat. He had not received a response and needed assistance in ensuring his account was closed. The Complaints Team attempted to reach out for clarification and assistance but ultimately closed the complaint due to the player's lack of response. The player could reopen the complaint in the future if he wished to continue communication.
SupaBet Casino - Player’s account remains active despite blocking requests.
Closed
Our verdict
Player stopped responding
Amount: €1
SupaBet Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
Dear ladies and gentlemen of the casino
Guru Team,
Despite repeated requests, I have repeatedly asked Supabet to permanently block my account. I have already sent the blocking request to support twice by email. I was also told in live chat that I should only request the blocking by email—which I did.
Unfortunately, I have not received any response to date, and my account remains active.
I urgently request your support so that my account can be permanently and irrevocably blocked. Since I can't make any progress on my own, I'm hoping for your proven assistance as an independent authority.
Thank you in advance for your quick support!
Automatic translation:
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4 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
Dear tuncaygonul,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.
Thank you very much in advance.
Best regards,
Katarina
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4 months ago
Dear tuncaygonul,
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.
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3 months ago
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,
Katarina
Casino.Guru
