SupaBet Casino - Player's self-exclusion request is delayed.

Hallo,

ich habe am 27.11 um selbstauschluss gebeten, da ich spielsüchtig bin.

Leide rhabe ich keine Rückmeldung bekommen und weiter Geld verloren.

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Dear mottsims,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy, and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@supabet.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Have you tried contacting the casino again since November 27? Please forward me any relevant communication. My email address is kristina.s@casino.guru. Also, do I understand correctly that you still have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Icch habe seit dem 27.11 mehrmals im Chat gebeten mich zu sperren. MIr wurde gesagt, dass mein Mail bearbeitet wird - leider habe ich hierzu keinen Schriftverkehr, da die Chats nihct gespeichert werden.

Mein Konto ist immer noch aktiv.

Dear mottsims,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello mottsims,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the SupaBet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible.

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear all,

We would like to clarify the timeline regarding this specific case to ensure the facts are presented accurately.

At Supabet casino, we take all mentions of Gambling Addiction (GA) and Responsible Gaming with the utmost seriousness. Our protocol is to act immediately upon receiving a clear request for closure based on these grounds.

We would like to state that we received the player’s email stating their situation on December 11th (11/12).

Following our internal priority procedures for GA notifications, the account was reviewed and permanently closed on that same day (11/12).

While we understand the frustration, our records confirm that there was no delay between the receipt of the notification and the final closure of the account. We have acted as swiftly as possible to ensure the player's protection once we were made aware of the situation.

Thank you for your understanding.

Best regards,

Supabet Team

Dear casino representative,

thank you for your detailed response. According to information at our disposal, the player has contacted support@supabet.com with a self exclusion request on 27th of November. I will forward his email to you shortly.

Also, would you be able to provide us with the player's deposit history at martin.l@casino.guru?

Dear Martin,

Kindly note that we have sent you an email with the player's deposit history.

Additionally please also note that as stated earlier we received an email request from the player on the 11th of December, the account was reviewed and permanently closed on that same day.

Kind regards,

SupaBet Casino Team

Dear casino representative,

thank you for your response. I have sent you an additional email.

Dear Martin,

Thank you so much for your reply.

We would like to ask for some more time to investigate your e-mail. We appreciate all parties for the patience made till now in order to resolve the matter effectively.

Thank you again for your understanding.

Best regards,

Supabet Team

Dear casino representative,

thank you for updating us on the current state of events, we will be awaiting the results of your investigation. In the meantime, I will reset the timer.

Dear casino representative,

I can confirm I have received your message.

Dear mottsims,

I have sent you an email. Please get back to me when you can.

hallo martin,

leider habe ich kein Email von dir erhalten... vielleicht versuchst du es nochmals.

danke

Dear mottsims,

thank you for your continued cooperation. We are currently evaluating the situation in more detail and are waiting for one more confirmation from the casino's side.

Dear parties,

I would like to update you on the current state of events. It seems that the self-exclusion email the player had sent to the casino has truly not arrived. The casino therefore had no information regarding this request and the player was unaware that the request wasn't acknowledged.

I will come back with an update soon.

Dear parties,

thank you both for your responses. We are now awaiting a statement from the casino.

Dear Casino Guru Team and mottsims,

Thank you for your patience while we conducted a thorough internal investigation into this matter.

Regarding the player's claim of a previously sent self-exclusion email due to gambling addiction, we have performed a comprehensive search of our mail servers and database. Despite these efforts, we have been unable to locate the specific email mentioned by the player.

However, at Supabet Casino, we take all claims related to responsible gaming and player protection with the utmost seriousness. While we cannot confirm the receipt of the initial request, we acknowledge the sensitivity of the situation and the concerns raised by the forum representative.

As a gesture of goodwill and in the interest of reaching a fair resolution, we are willing to offer a refund of €5,000.

We believe this offer reflects our commitment to player safety and our willingness to find an amicable solution given the circumstances. We look forward to hearing the feedback from both the player and the Casino Guru representative regarding this proposal.

Best regards,

Supabet Team

Dear casino representative,

I would like to thank you and the SupaBet team for reviewing this case in detail and for approaching the matter with a strong focus on responsible gambling principles. We appreciate the willingness to offer a €5,000 refund as a goodwill gesture and we believe this to be a fair outcome.

Dear mottsims,

please let us know your thoughts on the proposed resolution, we will then be able to proceed accordingly.

Hallo,

Danke für Ihre Hilfe. Gerne bin ich mit diesem Beschluss einverstanden.

DAnke

Dear mottsims,

thank you for your response.

Dear casino representative,

as the player has agreed to the proposed resolution, could you please let us know how you would like to proceed with arranging the refund (e.g. payment method, any additional steps required from the player)?

Ich habe bereits ein email von supabet erhalten mit der bitte um bekanntgabe der kontodaten zur übermittlung.

ich warte auf eine antwort

Dear mottsims,

Thank you for the bank details that you provided to us via e-mail.

We kindly inform you that we have sent the details to our payments team in order to initiate the refund.

Thank you for your cooperation.

Best regards,

Supabet Team

Geld wurde überwiesen - somit für mich erledigt

danke

Dear mottsims,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at SupaBet Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past.. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help! 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru