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I am a user of saphhirebet betting platform since April 2024. My betting id number Is 843985325.my account was blocked by them on 22 Dec 24 as I stated some sensitive words on there customer live support chat. Then my account was blocked. Then I have sent the mail to there block department (email id- block@sapphirebet.com) on 22 Dec 24. They have not responded me till 24 Dec 24. Then they responded me on 24 Dec 24 and asked for a hand written statement that contains that I am mentally fit for unblocking my account and asked for a identification proof. I have sent them what they have asked. From 24 Dec 24 I have remind them many times but they are not responding me still. I have a balance of 19300INR into my betting account.i have communicate many time with thier live chat but they are only saying please wait and be patient. But I am facing trouble as my account is blocked form last 5 days. So can you please ask them for the delay to unblocking my account.

Dear Nik67,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Can you specify what sensitive words or issues you discussed in the live chat that you believe led to your account being blocked?

Can you confirm what identification proof you submitted, and do you have copies of that documentation for reference?

Have you received any written responses from Sapphirebet, aside from the initial request for your handwritten statement and identification proof?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hey i have received the mail by them.They have unblocked my account.now I am having access of my account. Thank you for your response

Dear Nik67,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,

Dominika

Casino.Guru