SapphireBet Casino - Player wishes to close his casino account.

they wont block my account permanently. they ask me to send my creditcard first what makes no sense because I have 0 balance and want to close my account because they dont have a deposit limit. help thanks

Dear Lukas,

Thank you for contacting us. I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services. Please check the following link: https://sapphirebet.com/en/information/rules/:

"Responsible Gaming

For customers who want to set limits on their gambling we offer a voluntary self-exclusion policy, which allows you to close your Account or to restrict your gambling activities on the Service for a minimum of six months. Once your Account has been self-excluded, it will be closed until the expiry of the selected period. At the expiry of the self-exclusion period, you will be able to re-commence the use of any Services by contacting Customer Support.

If you want to set limits on your online activity then contact us at block@sapphirebet.com. We may limit the maximum amount of your stake. You can amend this amounts in any time but any change will be realize only in 24 hours after the last update.

During the self-exclusion period you must not attempt to open a new Account and you must accept that the Company shall have no financial liability and shall not be held otherwise accountable if you continue gambling or using a new Account with the Service under a different name or address."

I would recommend sending an email including all the relevant information to the email address above. In this way you’ll have a proof of such an action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. The credit card might be needed to fully verify your account and make sure that it is you who’s requesting the account closure.

Please, let me know if you need any assistance and keep me updated. 

Thank you in advance for your reply.

Best regards,

Petronela

So i wrote now to the Mail above. I give them all the information needed so creditcard with paper on it not with black color on it (paint) so they still wont block my account. They need to proof that im a normal person. They want me to send the confirmation mail from the deposit. I deleted them, so they wont close the account. This is impossible to unterstand for me! I wanna close my account and cant.

here the mail: 1. Dear Customer,

We need to confirm that you are a real person and the only account holder.

Please provide us with a screenshot of the confirmation message that proves a deposit transaction to your gaming account. The message must be sent by your payment provider.

Best regards,

Sapphirebet

2: Dear Customer,

Unfortunately, we cannot block your gaming account without the requested information.

Best regards,

Sapphirebet

please help thanks

Now I tried to Deposit 1 euro I cant even do this on their website if you klick on deposit site not found error 404.. This casino is really mysterious. I think something is really wrong with them... maybe you should check your rep. on this one..

Thank you very much, Lukas, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance regarding your account's closure. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Lukas!

I’m sorry to hear about your bad experience. I will do my best to resolve your case as soon as possible.

I would like to invite SapphireBet Casino into this conversation. I would recommend the casino to ask the player to provide an alternative type of information as proof of identity, since the player does no longer have the requested confirmation messages.

Now As I sent a Mail to the Licence giver from the casino they react very fast. To me the respond very like in a aggresive passive way. The Licence giver sent the mail to them with me in copy and this is the response:

Good Day, 

Thank you for contacting us!

The document, namely, a screenshot of the deposit transaction, was requested by mistake.

No extra documents are required to complete the blockage process.

The gaming account is currently blocked as the Customer reported gambling addiction. Kindly note that the account was blocked immediately after we received the above-mentioned query.

We apologize for any inconvenience and misunderstanding.

Best regards,

Sapphirebet

For me is not a misstake becuse i tell them like 10 times i dont have this information and ask them to block. hope you review the reputation of the casino. thanks!

kind regards lukas

Thank you Lukas for the update. I’m sorry to hear what you had to go through to have your account permanently blocked but I’m glad the issue has been resolved.

We will now close the complaint as ‘resolved’ in our system. Thank you for your cooperation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Good afternoon! Please close the complaint, the client was blocked after his request, all information about this came to his email.