Superb Casino - Player's account has not been closed.

I have been asking this casino to close my account for months I have sent loads of emails and my account is still open, I have told them I have a gambling problem and I am losing money I can’t afford but they are ignoring me, can you help please

Dear Vicweb,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Superb Casino.

Please note the casino has a no-reaction policy towards our complaint resolution center, which means our requests for communication regarding players' issues are not responded to or deflected.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share any communication in which you informed the casino about a gambling problem and forward it to my email at tomas@casino.guru?
• Could you please clarify what the disputed amount of 1000 GBP represents in this situation?

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Vicweb,

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.

Hi I will email you a copy of the last email I have sent to them, they don’t owe me £1000 I have spent and lost £1000s with them since I asked to close my account

Thanks for your reply.

Dear Vicweb,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Superb Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Superb Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Let me recommend you a few resources going forward:

if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link https://casino.guru/problem-gambling-help-centers#cnt_33=true

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here https://casino.guru/global-self-exclusion-initiative and about BetBlocker here https://betblocker.org/.

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Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.