Supraplay Casino - Player's account is improperly reopened.

I am. Self-excluded on this casino due to gambling addiction.

I was able to open a new account with same details and same verification documents. By just using a different email address.

I was able to deposit a large sum of money and play. I would like the casino to return deposits on second account as I should not of been able to open a new account.

It would be nice if the casino could put more restrictions in place when trying to open accounts whilst self excluded due to gambling issues.

Accounts .

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Dear mrgazza,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Supraplay Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Hi Katarina

Could you please advise whether your account has been blocked or if it is still accessible to you? Accounts are blocked

Have you tried contacting support after you learned your self-exclusion request wasn't granted? Yes they closed accounts permanently and tild me email . Which I have done but no response as of yet.

Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]. self exclusion was done via a link they sent to me.

Could you please advise when was the last time the casino allowed you to deposit? 11-10-2025

Dear mrgazza,

thank you for your reply.

Do you have any evidence or message stating your wish to self exclude because of the gambling problem?

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina

Unfortunately I don't have any evidence. I just self excluded on the link they gave me and never saved the live chat.

Hi Katarina

Sent you an email showing both accounts self excluded.

Thanks

Gary

Dear mrgazza,

thank you for your reply and email.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

As previously stated, there is currently no evidence to support your claims. Consequently, we are unable to proceed with confronting the casino effectively. Please note that your account has been closed. I strongly advise utilizing the resources outlined in my previous responses, particularly BetBlocker. I regret that I cannot provide a more favorable outcome. This complaint is now closed. However, should you discover any pertinent documentation that could substantiate your complaint, please do not hesitate to contact us. We are here to assist you.

All the best,

Katarina