SupaBet Casino - Player's account is in breach of self-exclusion policy.

clearly requested a lifetime self exclusion on the live chat yesterday requesting 3580 refund of winnings this was not followed up by your staff.

I requested this due to my problem gambling issues. Since I requested this I believe I am owed the 3580 I requested and the deposits since as I believe this is in breach of the responsible gambling you bound by.

I believe I am owed 7000 refund as if the request by me for a lifetime self exclusion ban was treated with the urgency required I would have been refunded 3580 and my account would have been closed also no further deposits or gambling would have taken place. Please return the deposits and winnings I requested amounting to

7000.

Hello Jay_G97,

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?
• Did you request your exclusion though e-mail as well?
• When was the last time you spoke to the casino and what was it about?

Please keep in mind that self-exclusion should be primary requested by e-mail support not live chat and it is not instant. If you deposited right after your request, it is not refundable.

Looking forward to your answer.

Regards,

Nick

Surely that can't be the case for vulnerable people with gambling addiction. Responsible gaming should be fun so problem gamblers shouldn't be seen in the same light. I mean who drops 7k in two days and doesn't have a problem.

Could you please advise if your account is already verified and if yes, since when exactly?

No I opened on a relapse. Never verified.

Did you mention gambling addiction to the casino?

Yes and demanded to speak to a manger I was stonewalled.

Did you request your exclusion though e-mail as well?

On chat firstly and then email after the fact.

When was the last time you spoke to the casino and what was it about?

Requested full refund and it's gone back and forth but they are saying nothing but that they have closed the account and no mention of the refund or the request for the live chat logs in which I begged them to immediately lifetime self exclude me obviously they didn't and I went on to lose that and another amount totalling 7000 all in the matter of two days of account opening.

Hello Jay_G97,

Can you please forward your initial exclusion request you sent to the casino and proof of deposits since your request to nikolas.b@casino.guru for further review?

How long after your request was your account closed?

Looking forward to hearing from you.

Regards,

Nick

Dear Jay_G97,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.