The player from Portugal requested the permanent closure of her account for Responsible Gambling reasons, but the casino delayed the action by asking for a 'final confirmation.' Despite confirming her decision, the casino kept her account open, allowing her to make additional deposits, which she sees as a violation of Player Protection. She demands a full refund of all deposits made after her closure request.
SupaBet Casino - Player's account remains open despite closure request.
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6d 21h 51m 47s
SupaBet Casino
Safety Index 7.9 Above averageCase summary
Discussion
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2 days ago
I requested the permanent closure of my account due to Responsible Gambling. Instead of blocking my account immediately, the casino used a text trap, replying that they needed a 'final confirmation' regarding the forfeiture of my bonuses/funds. Even though I replied back and clearly maintained my decision to close the account, they deliberately kept it open to exploit my vulnerability, allowing me to make multiple Open Banking transfers afterwards. This is a severe violation of Player Protection. I demand a full refund of all deposits made after my initial closure request.
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5 hours ago
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5 hours ago
Dear SaraSilva-1,
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 forward me the full, uncropped email communication between you and the casino customer support regarding the closure of your account? My email address is veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
