The player from Germany requested immediate and permanent closure of her Supabet account on February 9th, 2025, due to gambling addiction, but the casino has not acted on her request. Despite her efforts, she has deposited an additional €2400 and seeks assistance in closing her account and obtaining a refund of her deposits.
SupaBet Casino - Player’s account closure request is delayed.
Amount: €2,500
SupaBet Casino
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Opened
Current status
Waiting for Casino Guru to reply
5d 21h 40m 20s
Case summary
yesterday
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1 month ago
Translation
Good morning. On February 9th, 2025, I opened an account with Supabet, deposited €100 and played. Since I am addicted to gambling, I immediately informed the casino on the same day and asked them to close my account immediately and permanently. Nothing has happened since February 10th, 2025, despite many emails, and to date I have deposited another €2400. I urgently need help with closing my account and possibly getting my deposits refunded. Thank you very much!
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1 month ago
Hello Kora76,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SupaBet Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you mention gambling addiction to the casino in your request?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Hallo Nick. Am 09.02. um 15.21h, habe ich folgende Email an das Casino geschickt:"Sehr geehrte Damen und Herren,
ich bin Spielsüchtig und bitte um sofortige und dauerhafte Kontoschließung! Ich schließe mich selbst aus. Bitte um Bestätigung
Mit freundlichen Grüßen XXX"
Am 09.02.25, 18:25 schrieb peachhelp <support@supabet.com>:
Your request (24047495) has been updated. To add additional comments, reply to this email.
Adara (Supabet)
9 Feb 2025, 19:25 EET
Dear XXX,
Thank you for contacting our support team.
We sincerely apologize, but at the moment, we do not have any native speakers available to respond to your message. In our effort to respond to you promptly, we will be addressing this reply in English. Thank you for your understanding.
We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process.
Please, confirm your decision and acknowledgment by replying to this email.
Our Casino is fully committed to supporting Responsible Gambling initiatives and encourages you to find information about Responsible Gambling at the websites of the organizations below. Apart from professional help, you will also find applications, which, when downloaded, limit your access to gaming.
https://responsiblegambling.org/
https://www.gamblersanonymous.org.uk/
https://www.gamblingtherapy.org/
If you have any additional questions, please, do not hesitate to let us know.
Best Regards,
Customer Service
Am 09.02. um 18.31h antwortete ich mit :"Ja. Ich bestätige. Bitte sofortige Kontoschließung ".
Seitdem habe ich trotz sehr vieler E-Mails nichts mehr vom Casino gehört. Mein Konto ist noch nicht verifiziert. Der letzte Kontakt von mir zum Casino war heute, 17.02. 10.44h:" Letztmalig fordere ich Sie auf, mein Konto mit sofortiger Wirkung und dauerhaft zu schließen! Ich bin Spielsüchtig!!
Ebenfalls fordere ich Sie auf, mir meine Einzahlungen in Höhe von 2500€ umgehend zu erstatten. Hier ist ein Bearbeitungszeitraum von 24 Stunden ab meiner 1. Aufforderung zur Kontoschließung berücksichtigt!
Mit freundlichen Grüßen
XXX
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1 month ago
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Hello Nick.
If you consider the 48 hour processing time, since I submitted the first request for self-exclusion on January 9th, to which the casino responded once (without closing the account 😡), my account is still not closed, I had deposits of €3160 from February 11th up to and including today. The casino still hasn't responded. My account is still open! 
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1 month ago
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Deposited another 250€ today. So now 3410€....😬
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1 month ago
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And another €700... Now we're at €4110 and my account is still not closed! I urgently need help closing the account!
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1 month ago
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Today, February 20th, I deposited another €750.... Please take action and contact the casino.....
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1 month ago
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And I deposited another 200€. Now I have 5010€
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1 month ago
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I received this feedback from the casino today.....
Christo (Supabet)
21 Feb. 2025, 13:15 OET
Hello Andrea,
I understand your concerns and would like to apologize again for your experience. It is very important to us that our players gamble responsibly and we take this issue very seriously. 🛑
As stated in our Terms and Conditions and on the Website, it is the responsibility of each player to monitor their own gaming activities. We offer various tools that can help players set their limits and gamble responsibly.
Regarding your request: Please note that if you close your account, any funds, pending withdrawals or open bets will be forfeited.
Please confirm whether we should close your account as requested. Your decision is important to us and we will of course respect it.
I remain available if you have any questions or need support.
Best regards,
Christos
VIP team
I just wonder which gambling addict sets a limit??
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1 month ago
Hello Kora76,
Firstly, I would like to ask you not to spam the complaint as it only prolongs the processing time.
I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 month ago
Hello Kora76,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear SupaBet Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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1 month ago
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Hello Michal, thank you for your summary, unfortunately it is not just €2400. Since the request to close the account on February 9, 2025, it is a total of €6260! I have taken screenshots of the deposits and could provide them as proof.
Kind regards, Kora76
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3 weeks 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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2 weeks ago
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I feel like this casino is not interested in finding a solution.....
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2 weeks ago
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The casino will not comment. The response from February 21st (see above) did not give the impression that they were interested in finding a solution
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2 weeks ago
Dear Kora76,
I have contacted the casino outside of this thread. That's why I am setting one last timer. Thank you for your patience.
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2 weeks ago
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Hello Michal. Is something happening or is the casino not ready for communication? Best regards Kora76
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1 week ago
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Hi Michal. Still haven't heard anything? Best regards, kora76
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1 week ago
Dear Kora76,
I have received a reply from the casino, so I believe that things will start to move from here. I will be informing you of any developments. Your patience is greatly appreciated.
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1 week ago
Dear all,
Thank you for reaching out to us.
We would like to kindly inform you that the case is being reviewed by the relevant team, and you will be notified as soon as there is an update.
Best regards,
Supabet Casino Team
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1 week ago
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Dear Supabet Casino Team, how long do you have to keep checking? Another 14 days? Best regards, Kora76
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Casino Guru is examining the case
