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Hi,

I requested self-exclusion from Supabet on February 23, 2025, and still waiting for self-exclusion for which evidence of chat transcripts and emails are attached, staff keep playing and leave chat rooms.

As per their website it says self-exclusion will be processed in 24 hours but nothing happened, and I again deposited funds on February 26 and lost CAD$ 2,000.

I need to self-exclude from Supabet and need my CAD$2,000 back which were deposited after three (3) days of self-exclusion request and lost this money again due to no action taken by Supabet.

Please help me to close this account and get refund for CAD$2,000 and damages for the inconvenience and trauma suffered.

Kind regards,

Abdul Qadeer Khan

Dear lifewayz,

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?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Hi Dominika,

Many thanks for your response.

Please be informed that I requested self- exclusion not closure of account. I understand difference between self-exclusion and that’s why requested permanently self-exclude me in the email dated February,23 2025 which was also attached along with complaint.

Please let me know if any further clarification is required.

kind regards,

Abdul Q.

Dear lifewayz, kindly forward me the account closure requests that you sent to the casino. My email address is dominika.l@casino.guru.

Hi Dominika,

As requested, all the correspondence with Supabet sent via email.

Moreover, my name is Abdul Q.; don't know why you keep calling me lifewayz.

Kind regards,

Abdul Q.

Hi Dominika,

Please update on the status of my complaint.

Kind regards,

Abdul Qadeer.

Dear lifewayz (the username you chose, which is why I've been using it),

I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, 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)

Kindly update us once you send the email to support@supabet.com.

I think you didn’t read the emails properly which I sent to supabet, it clearly say "Self Exclusion" in subject. Please read again. Thanks.

Dear lifewayz, as I already mentioned, the self-exclusion request, where you stated the gambling problem clearly, is the essential evidence that the player must provide in order for us to proceed with a case like this.

Do you need assistance with the self-exclusion request or not?

I think you didn’t read the emails properly

which I sent to supabet, it clearly say "Self Exclusion" in subject and followed by reason in email body. There are like ten requests and many chat transcripts which clearly show their staff running away from this topic and closing chat windows.

Please read again carefully. Thanks.

Dear lifewayz, I want to clarify a critical point regarding your self-exclusion request. It seems there has been some confusion. It is crucial that you clearly mention your gambling problem in your request, which has not been done in your previous communications in either the subject line or the content of your emails.

Given that it appears you are not interested in further assistance, I will be closing your complaint at this time. If you choose to engage further, please submit a proper self-exclusion request that includes a clear statement regarding your gambling problem, as previously suggested, and then you may ask for a reopening of your case.