Good day,

On May 10, I applied for self-exclusion for the first time via email at the above-mentioned online casino due to my gambling addiction.

At that point, I still had a remaining balance of approximately €0.30 in my account, so I was asked to confirm whether I really wanted the transaction processed, as my balance would then expire. I replied to this email that same day, requesting that my account be deleted anyway. There was no response.

Now, on May 14, I sent another request to process the self-exclusion by email.

However, my player account is still active and I was able to deposit 90.00, which I would like to have refunded because the self-protection policy was not observed.

Of course, I also wish to have my data deleted and to self-exclude as requested. I would be very grateful for your help. Thank you very much!

Guten Tag,

bei dem oben genannten Online Casino habe ich am 10.05 erstmalig einen Selbstausschluss per Mail aufgrund meiner Spielsucht beantragt.

Zu diesem Zeitpunkt hatte ich noch ein Restguthaben von ca. 0,30€ auf dem Konto, daher wurde ich aufgefordert zu best?tigen, ob ich wirklich die Bearbeitung des Vorgangs wünsche, da mein Guthaben dann verfallen würde. Ich antwortete noch am selben Tag auf diese Mail, dass mein Konto trotzdem gel?scht werden soll. Es folgte keine Reaktion.

Nun habe ich am 14.05 nochmal eine Aufforderung zur Bearbeitung des Selbstausschlusses per Mail versendet.

Allerdings ist mein Spielerkonto noch aktiv und ich konnte 90,00 einzahlen, welche ich zurückerstattet haben m?chte, da der Selbstschutz nicht eingehalten wurde.

Natürlich wünsche ich ebenfalls die L?schung meiner Daten sowie den geforderten Selbstausschluss. Ich w?re Ihnen sehe dankbar für Ihre Hilfe. Vielen Dank!

Dear Jason12,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing. To assist you effectively, I would like to ask you a few clarifying questions:

• Am I correct in understanding that you mentioned gambling addiction as the reason for your account closure request for the first time on May 14?
• Have you received any response from the casino to your email from May 14?
• Have you completed the full KYC verification process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good day,

No, I first requested self-exclusion due to gambling addiction on May 10th.

I received a response asking me to confirm whether I still wanted the account closed, as in that case my credit would expire.

I then replied to this email on the same day, stating that my account should be closed.

However, it was not closed and I continued to receive bonus offers.

Then I asked for self-exclusion again on May 14th.

Fortunately, the self-exclusion has now been implemented. However, I still request a refund of my deposit (€90.00) five days after declaring the self-exclusion.

Thank you for your help.

Guten Tag, 

nein, erstmalig habe ich am 10.05. den Selbstausschluss aufgrund der Spielsucht gefordert. 

Ich habe darauf die Antworte erhalten, dass ich best?tigen solle, ob ich die Schlie?ung weiterhin wünsche, da in dem Falle mein Guthaben verfallen würde. 

Ich habe dann am selben Tag auf diese Mail geantwortet, dass mein Konto geschlossen werden soll. 

Allerdings wurde es nicht geschlossen und ich habe weiterhin Bonus-Angebote erhalten. 

Dann habe ich erneut am 14.05. um den Selbstausschluss gebeten. 

Der Selbstausschluss wurde nun zum Glück umgesetzt. Allerdings fordere ich weiterhin die Umsetzung der Rückerstattung meiner Einzahlung 5 Tage nach Erkl?rung des Selbstausschluss (90,00€).

Vielen Dank für Ihre Hilfe.

In the screenshot of your email dated 10 May, which you uploaded along with your complaint, there is no mention of gambling addiction as the reason for your account closure request. The issue of gambling addiction is only mentioned in your email from 14 May.

I’m sorry, but unless we receive evidence showing that you informed the casino about your gambling problem prior to 14 May, we will not be able to assist you with a refund of the deposit made on 15 May, as it was placed only one day after a proper self-exclusion request.

Thank you for your understanding.

Hello Veronica,

The screenshot should show that I already stated gambling addiction as the reason on May 10th. I'm happy to forward the email exchange.

Hallo Veronika,

im dem Screenshot sollte zu erkennen sein, dass ich die Spielsucht am 10.05 bereits als Grund angegeben habe. Gerne kann ich auch den E-Mail Verlauf weiterleiten.

Please forward me the entire email exchange between you and the casino, since in this screenshot, I cannot see the recipient of the email. My email address is [email protected]. Thank you for your cooperation.

Hello,

I forwarded the email thread.

Hallo,

habe den Mailverlauf weitergeleitet.

Hello Jason12,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, Jason12, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jason12, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of SupaBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear all,

Thank you for reaching out to us!

We have now forwarded Jason12's request to the relevant department. We will contact you as soon as we get an update from them.

Thank you for your patience.

Best regards,

SupaBet team

Dear SupaBet team, please let us know as soon as the investigation is complete.

As per the player-provided evidence, the account should have been closed since 11th May, therefore we will ask if any deposits made between said date until the account closure were refunded.

Secondly, we find voiding balance for an account closure due to gambling addiction unfair, and completely in conflict with our Fair Gambling Codex. Therefore, we will also ask for the voided balance to be refunded alongside any deposits made at the time the account should have been closed.

Dear all,

We are still awaiting an update from the relevant department. We will let you know when we have news from them.

We truly appreciate your patience!

Best regards,

SupaBet team

Thank you for the update, SupaBet team. Please, let us know as soon as soon as the investigation is complete. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Dear Jason12,

Your refund has been scheduled for today. Please, let us know when you receive it.

Your co-operation and understanding in this situation are truly appreciated!

Best regards,

SupaBet team

Good day,

Thank you for your feedback and for initiating the refund. Please note that my credit card is no longer active. I already sent you my current bank details (including proof) via email yesterday. Please transfer the amount to the account. Thank you!

Guten Tag,

vielen Dank für die Rückmeldung und die Veranlassung der Rückerstattung. Bitte beachten Sie, dass meine Kreditkarte nicht mehr aktiv ist. Ich habe Ihnen gestern per Mail bereits meine aktuelle Bankverbindung (inkl. Nachweis) zur Verfügung gestellt. Bitte überweisen Sie den Betrag auf das Konto. Vielen Dank!

Dear SupaBet team, has the transaction been made already or have you been able to switch the banking details in time, please?

Dear all,

Thank you for your patience!

Please be informed that we are investigating the matter and will provide a reply as soon as possible.

Best regards,

Supabet team

Hello, no payment has been received yet.

Guten Tag, bisher ist keine Zahlung eingegangen.

Dear Jason12,

As per checking with the providers, our relevant team confirmed the refund was successful to the Credit Card you had used earlier on our website. Therefore, we kindly ask you please check with support team of the credit card provider.

Best regards,

SupaBet team

That's unfortunate. The account is blocked due to the credit card cancellation. There's no indication of payment receipt.

After you informed me by email that the refund had been processed, I sent you an email with the account details immediately 30 minutes later.

Das ist doof. Das Konto ist aufgrund der Kündigung der Kreditkarte gesperrt. Es wird auch kein Zahlungseingang angezeigt.

Nachdem Sie mir per Mail mitteilten, dass die Rückerstattung erfolgt, habe ich Ihnen direkt 30 Minuten sp?ter eine Mail mit den Kontodaten geschickt.

Update: I just contacted my credit card provider by phone. Transfers to the credit card can no longer be made. The payment will not be received or will be returned to you.

Please transfer the amount to the specified account. It's very unfortunate that you simply took the credit card without consulting me. I provided my bank details directly on Monday.

Update: Ich habe meinen Kreditkartenanbieter gerade telefonisch kontaktiert. Es k?nnen keine überweisungen mehr auf die Kreditkarte vorgenommen werden. Die Zahlung wird nicht eingehen bzw. wird an Sie zurückgewiesen.

Bitte überweisen Sie die Summe an das angegebene Konto. Es ist sehr unglücklich gelaufen, dass Sie einfach die Kreditkarte genommen haben, ohne Rücksprache zu halten. Ich hatte direkt am Montag meine Bankverbindung mitgeteilt.

To be fair, in cases of refund, the casinos usually take the last used (or most used) deposit method to send the money to. This is a standard procedure, and they had no way of knowing that the card was cancelled in the meantime.

Dear SupaBet team, can you please let us know whether you received the bank details from the player, and once the money bounce back, inform us when you send them to the aforementioned bank account? Thank you very much.

Dear Jason12,

Thank you for your update. We are currently checking the matter with our provider. We will contact you as soon as we have an update for you.

Best regards,

SupaBet team

Dear all,

The funds were returned back to balance. We have sheduled a new manual withdrawal to the new bank details that Jason12 provided through email.

Best regards,

SupaBet team

Hello everyone,

I can confirm that I have received the refund. Thank you for processing, and thank you to Casino Guru for your assistance.

Hallo zusammen,

ich kann best?tigen, dass ich die Rückerstattung erhalten habe. Vielen Dank für die Bearbeitung und vielen Dank an Casino Guru für die Mithilfe.

Dear Jason12,

I am very happy to hear that your issue has been resolved, and would like to thank SupaBet Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

www.kpvfaw.com