The player from the United Kingdom had repeatedly requested account closure from Superb.bet since the previous year but had not received a response from support or management. She found this situation unethical. The Complaints Team had attempted to engage the casino regarding her complaint but had faced repeated failures in obtaining a response. Due to the casino's lack of a valid license and absence of an alternative dispute resolution service, the complaint was marked as "unresolved." The Team acknowledged that this was not a satisfactory outcome and hoped that the unresolved status might prompt the casino to change its approach in the future.
Superb Casino - Player's account closure request is ignored.
Unresolved
Our verdict
No reaction policy
Black points: 40
Amount: ??
Superb Casino
Safety Index:Very lowCase summary
Discussion
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10 months ago
Superb.bet will not close my account. I've been asking since last year! This is so unethical. I've emailed support and even a direct email to a manager and they all go ignored.
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10 months ago
Dear hanelwoodxo,
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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10 months ago
Hello,
I have mentioned self exclusion, I have mentioned regulations to them, I have stated about a gambling problem and they ignore them all the time.
I even contacted their owner website to no avail.
Is there another way to complain, perhaps to their liscenser? It seems like they ignore everything.
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10 months ago
Dear hanelwoodxo,
as per our information, this casino does not have a valid license. Therefore there is no other authority you can turn to.
- Is there any balance left on your player's account at the moment?
- Could you please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.
Looking forward to your reply.
Katarina
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9 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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9 months ago
Dear hanelwoodxo,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Katarina
