The player from Mexico had reported repeated failed withdrawal attempts, vague responses from the live chat, and account closure without explanation after he had criticized the casino. He had claimed to have successfully verified his account and played only blackjack without using any bonus. We had asked the player to confirm the casino's claim that he had played his balance down to zero and requested self-exclusion, but received no response. Consequently, we had to reject the complaint due to lack of cooperation from the player.
SapphireBet Casino - Player's multiple withdrawal failed; Account closed.
Amount: Mex$37,000
SapphireBet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
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11 months ago
Translation
I attempted to make a withdrawal TEN times, and each time, it didn't go through.
I would reach out via the live chat, and all they would say is, "write again later." They never told me why the withdrawals were not being processed, they only said "write back later." The last time I spoke with them, I told them that it was the worst casino where I had ever wagered and they simply proceeded to close my account.
I am desperate, this casino is a scam.
I cannot access files or screenshots because they blocked my account.
Automatic translation:
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11 months ago
Dear ssilvalvarez10,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SapphireBet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- Have you completed account verification successfully?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- If there is any correspondence between you and the casino, please forward it to my email at tomas@casino.guru
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,
Tomas
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11 months ago
Translation
Hello Tomas
I'll be happy to answer your questions
I opened the account on Friday, December 8, and they closed it on December 11
In that period I tried to make at least ten withdrawals and they never proceeded.
The verification of the account was carried out successfully, just confirming some data that the page requested, investigating both in forums and on the same page, it mentioned that there was no need to verify the account by sending documents
The only thing I played was blackjack,
I didn't collect the bonus they offered me,
I sent two emails on Saturday to find out why the withdrawals were not proceeding, and to date there has been no response
I'll send them to the email you indicated to me.
I hope the information is helpful.
Thank you very much for your attention and I'll stay tuned.
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11 months ago
Dear ssilvalvarez10,
Has the casino offered any explanation to you since the complaint began?
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11 months ago
Translation
They have not offered me any explanation or justification as to why the withdrawal could never be made the ten times I tried, nor why they proceeded to close my account.
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10 months ago
Thank you very much, ssilvalvarez10, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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10 months ago
Hi ssilvalvarez10,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask SapphireBet Casino to join this conversation and share more information regarding the case.
Could you kindly explain the reason for blocking the player's account and withholding their winnings? Additionally, why have all the player's withdrawal attempts failed?
Thank you.
Best regards,
Tomas
Casino.Guru
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10 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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10 months ago
Translation
Thank you very much for the follow-up, we are still on the lookout
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10 months ago
Hello ssilvalvarez10,
I'm currently trying to get in touch with the casino's representatives internally. Therefore, I will extend the timer by another 7 days to see what can be achieved. I will keep you posted.
Thanks for your patience.
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9 months ago
Hello ssilvalvarez10,
I have received information from the casino representative that a response should be provided in the next few days. I will now extend the timer once again to see if we can make any progress.
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9 months ago
Translation
Okay, thank you very much for the follow-up.
stay tuned
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9 months ago
Translation
I really think that the site should close the case, so at least people know what kind of site it is and is not trustworthy and that it affects the reputation of the casino, and that the case serves to make people think twice before playing there
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9 months ago
Translation
What they did with all the treachery and advantage, so that I couldn't withdraw the money, I can't find any other explanation.
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9 months ago
Dear ssilvalvarez10,
Kindly allow us more time. The investigation is in progress, and I don't want to close the complaint before we have more information. I believe updates will come soon.
Thanks once again for your patience.
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9 months ago
Hello ssilvalvarez10,
I have been informed by the casino representative that, unfortunately, you played your balance down to zero while waiting for the casino's clarification regarding the withdrawal issues. It was later discovered that the issues were caused by incorrect wallet data entered by you. Additionally, you requested the closure of your account due to gambling addiction.
Can you please confirm if this is correct? Thank you.
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9 months ago
Translation
No, it is not correct, my wallet data was always correct, there were many withdrawal attempts, and at no time could the withdrawal be made
Yes, I requested self-exclusion, I really hope they show the casino how it should be, so that its reputation goes down, because what they do is rude
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9 months ago
Dear ssilvalvarez10,
I'm asking if it's correct that you have played your balance down to zero and then requested to be self-excluded. If this is the case, there would be nothing more to assist you with, and unfortunately, your complaint will be rejected.
Thank you for understanding.
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9 months ago
Dear ssilvalvarez10,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
