SapphireBet Casino - Player's multiple withdrawal failed; Account closed.

intenté realizar un retiro DIEZ veces , y ninguna de las veces procedió

me ponia en contacto en el chat en vivo y lo unico que me decían es que , "escriba mas tarde" nunca me dijeron la razon por la cual los retiros no se realizaban, lo único que me decían era que "escribiera después " la última vez que hable con ellos, les dije que era el peor casino donde habia apostado y nada mas procedieron a cerrarme la cuenta

estoy desesperado, este casino es una estafa

no puedo acceder a archivos o screenshots porque me bloquearon la cuenta

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

Hola, Tomas

Con gusto te respondo las preguntas

La cuenta la abri el dia Viernes 8 de Diciembre, y me la cerraron el día 11 de Diciembre

En ese periodo intente realizar al menos dies retiros y nunca procedieron.

La verificación de la cuenta de realizó con éxito nada mas confirmando algunos datos que la página solicitaba, investigando tanto en foros cómo en la misma página, mencionaba que no había necesidad de verificar la cuenta mandando documentos

Lo único que jugué fue blackjack,

No cobre el bono que me ofrecían,

mande dos correos el día Sábado para saber por que no estaban procediendo los retiros, mismos que hasta la fecha no ha habido respuesta

Te los mando en el correo que me indicaste

Espero que la información sea de ayuda.

Muchas gracias por la atención y quedo al pendiente

Dear ssilvalvarez10,

Has the casino offered any explanation to you since the complaint began?

No me ha ofrecido ninguna explicación , ni justificación de por que nunca se pudo realizar el retiro de las diez veces que lo intenté, ni de porque procedieron a cerrar mi cuenta

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.  

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

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.

muchas gracias por el seguimiento, seguimos al pendiente

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.

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.

De acuerdo, muchas gracias por el seguimiento

quedo al pendiente

Realmente creo que el sitio debería de cerrar el caso, para por lo menos la gente sepa la clase de sitio que es y no es confiable y que afecte la reputación del casino, y que el caso sirva para que la gente se la piense dos veces antes de jugar ahi

Lo que hicieron con toda la alevosía y ventaja, para que no pudiera retirar el dinero, no encuentro otra explicación

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.

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.

No, no es correcto, los datos de mi billetera siempre estuvieron correctos, los intentos de retiro fueron muchos , y en ningún momento se pudo realizar la retirada

si, solicité la autoexclusión, de verdad espero que exhiban al casino cómo debe ser , para que su reputación baje, porque lo que hacen es una groseria

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.

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.

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.