SupaBet Casino - Player's account remains open despite closure request.

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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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

Of course.

I’ll send you all the screenshots from the first time I requested to close the account.

After I told them I was going to file a complaint, they immediately canceled my account—which implicitly admitted their fault—and replied acknowledging their mistake.

I sent everything to this email address veronika.f@casino.guru

Thank you

Since my other claim was not approved because there was an identical one, I would like to change the amount of this one to 12,000€.

Thank you

Dear SaraSilva-1,

Thank you for your email. I have reviewed all the screenshots you sent to me, as well as the screenshots you uploaded with both complaints you submitted.

Although you requested the permanent closure of your account as early as December last year, I have not found any evidence confirming that your request was based on gambling addiction or any other gambling-related harm. The casino asked you several times to clarify the reason for your request. However, in your replies, you explained that you were dissatisfied with the cashback bonuses, criticized the lack of transparency and professionalism, and expressed frustration at being repeatedly asked to explain your decision.

Please note that it is essential to clearly state that the reason for closing your account is gambling addiction or gambling-related harm. Casinos distinguish between a standard account closure and a self-exclusion due to responsible gambling concerns, and different obligations apply in each case.

As none of the evidence provided shows that you informed the casino about a gambling problem or requested self-exclusion on that basis before making further deposits and incurring additional losses, we are unable to ask the casino to refund those deposits. Furthermore, as your account has already been permanently closed, there are no further steps we can take to assist you in this matter.

For future reference, when requesting self-exclusion, it is important to clearly state that the reason for your request is gambling addiction or gambling-related harm and to specify the exact duration of the self-exclusion. Make sure the subject line of your email is clear and easy to identify. Casino support teams often receive a high volume of emails every day, so a well-labeled subject line can help ensure that your request is noticed and processed promptly.

Additionally, I strongly recommend that you always keep a copy of your self-exclusion request, whether it is a sent email, a live chat transcript, or screenshots of your conversation with customer support. Having clear evidence of your request can be extremely helpful in the event of any future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player information:

• First name:
• Last name:
• Date of birth:
• Casino username:
• Email address:

Email:

Greetings, SupaBet Casino,

I am writing to request the immediate self-exclusion of my account for a minimum period of [insert duration, e.g. five years or permanently]. I also request that I no longer receive any gambling-related marketing communications.

The reason for my request is gambling addiction.

I understand that my self-exclusion cannot be revoked before the end of the agreed exclusion period and that I will not be permitted to access my account during that time.

Kindly confirm once my self-exclusion has been applied.

Thank you.

For the reasons explained above, we will now proceed with rejecting this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

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