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I wish to file a formal complaint against the betting company SB777 (SapphireBet)

On October 15, 2025, I made a deposit of S/100 (soles). The money was successfully debited from my account, but when I tried to place a bet, the page displayed a message saying: "Your money is worth 0", preventing me from using the balance.

I contacted the house's support, and a representative named Julian answered, who only mentioned a generic clause in the Terms and Conditions about the possibility of "limiting bets or odds", without giving any explanation about the whereabouts of my money or enabling my balance.

Furthermore, I currently do not have access to the phone number linked to my account, and I have requested an update to my number in order to make a withdrawal of funds, but more than two weeks have passed without a response.

I have sent several emails with the deposit receipt and the request to change the number, without getting a solution or clear communication from support.

I request through Casino Guru that they intervene to demand:

The release or return of my deposit of S/100.

Updating my phone number or a valid alternative for making the withdrawal.

A formal written response from the operator explaining why my money was blocked.

I greatly appreciate your support in resolving this case.

Deseo presentar una queja formal contra la casa de apuestas SB777 (SapphireBet)

El día 15/10/2025, realicé un depósito de S/100 (soles). El dinero fue debitado correctamente de mi cuenta, pero al intentar realizar una apuesta, la página muestra un mensaje que dice: "Tu dinero vale 0", impidiendo el uso del saldo.

Me comuniqué con el soporte de la casa, y me respondió un representante llamado Julian, quien solo mencionó una cláusula genérica de los Términos y Condiciones sobre la posibilidad de "limitar apuestas o cuotas", sin dar explicación alguna sobre el paradero de mi dinero ni habilitar mi saldo.

Además, actualmente no tengo acceso al número telefónico vinculado a mi cuenta, y he solicitado la actualización de mi número para poder realizar un retiro de fondos, pero ya pasaron más de dos semanas sin respuesta.

He enviado varios correos con el comprobante de depósito y la solicitud de cambio de número, sin obtener solución ni comunicación clara por parte del soporte.

Solicito a través de Casino Guru que intervengan para exigir:

La liberación o devolución de mi depósito de S/100.

La actualización de mi número telefónico o una alternativa válida para realizar el retiro.

Una respuesta formal por escrito del operador explicando por qué mi dinero fue bloqueado.

Agradezco mucho su apoyo para resolver este caso.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Has the money you deposited been credited to your account at all? Have you checked if they are available in the casino section, since the sports section is not available to you?

When did you contact the casino customer support to change your phone number?

Have you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

The method I used is no longer available and now it won't let me make withdrawals.

el metodo que use ya no esta disponible y ahora no me deja hacer retiros

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear yomarcvc67,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika