Self exclusion request ignored and 2500000 ARS lost during delay

Dear SapphireBet Casino,

While we understand that your standard email processing time may be up to 72 hours, we would like to emphasize that the matter in question concerns a self-exclusion request, which should reasonably be treated with particular urgency and processed as promptly as possible.

According to the evidence provided, the player explicitly requested permanent self-exclusion on December 7, 2025, at 21:19, while the account remained accessible until December 10, 2025.

AskGamblers Complaint Team strongly recommends refunding the player's deposits made from the time of the first explicit self-exclusion request until the account was actually closed.

We kindly ask you to reconsider the case accordingly and let us know your final position.

Hello AskGamblers,

I would like to kindly ask for your intervention in this complaint.

The casino reopened the complaint, and I have already provided a detailed response addressing their explanation and presenting the evidence showing that my first permanent self-exclusion request was sent on December 7, 2025, not December 8 as the casino stated.

I also explained the subsequent repeated requests, including my explicit disclosure that I have a gambling addiction, and the fact that my account remained accessible until December 10, during which I suffered significant losses.

I have now responded to the casino's position and raised several specific questions regarding the timeline, the handling of my self-exclusion request, and the losses incurred during the period in which my account remained accessible. However, I have not received any further response from the casino.

Since this complaint has already been reopened after having been closed months ago, I would appreciate it if AskGamblers could review the current situation and, if possible, intervene to help move the complaint toward a fair resolution.

Thank you for your assistance.

I would like to clarify several important points regarding SapphireBet’s response, as I believe their explanation does not accurately reflect the chronology of events or address the central issue of my complaint.

First, it is incorrect to state that my self-exclusion request was made on December 8.

The evidence I provided clearly shows that my first request for permanent self-exclusion was sent on December 7, 2025, at 21:19, stating explicitly:

“I need permanent self-exclusion.”

On December 8, I continued contacting SapphireBet because my account remained fully accessible. At 15:56, I explicitly explained that I had requested the closure 24 hours earlier and that I had a gambling addiction problem. At 16:24, I formally reiterated:

“I formally request the permanent and irreversible self-exclusion of my account. I am a gambling addict…”

Therefore, this was not an ambiguous or incomplete request. The request for permanent self-exclusion was already made on December 7 and was subsequently made even more explicit on December 8 by clearly stating that I had a gambling addiction and urgently needed my account closed.

I would also like to clarify the issue regarding live chat.

During this period, I contacted SapphireBet’s live support on several occasions specifically regarding the closure and self-exclusion of my account. However, the support agents instructed me to submit the request by email and directed me to use that channel. This is why I continued sending emails and repeatedly requesting that my account be blocked.

For this reason, I do not consider it reasonable for SapphireBet to now state that “to block the account immediately, you must use the live chat” when I did contact live support and was directed by the support team to communicate through email.

The central issue of this complaint is not simply that I subsequently lost money while gambling.

The issue is that I explicitly requested permanent self-exclusion, clearly disclosed that I had a gambling addiction, repeatedly requested that my account be closed, and yet my account remained fully accessible for approximately 80 hours.

During that period, I made deposits totaling approximately 2,500,000 ARS, which I subsequently lost.

SapphireBet itself acknowledges that there was a delay in blocking my account and acknowledges that I lost funds during that delay. However, the casino attributes the delay to the fact that I submitted multiple requests.

The fact that I sent multiple requests should not reasonably be interpreted as a reason to delay the implementation of self-exclusion. On the contrary, those repeated communications demonstrate that I was actively attempting to stop my access to gambling and that my request was urgent and persistent.

There is also an important contradiction in SapphireBet’s explanation: on one hand, the casino states that I should have used live chat for an immediate block; on the other hand, when I contacted live support, I was directed to communicate by email. The casino should not subsequently rely on the use of email as a reason to reject my claim when its own support staff instructed me to use that channel.

I therefore ask that the complete evidence and chronology be taken into consideration:

December 7, 21:19: First explicit request for permanent self-exclusion.
December 8, 09:08: Further contact requesting that the account be blocked.
December 8, 15:56: I explicitly stated that I had requested the closure 24 hours earlier and that I had a gambling addiction problem.
December 8, 16:24: I formally requested the permanent and irreversible self-exclusion of my account and explicitly stated that I was a gambling addict.
I subsequently continued attempting to obtain the account closure while the account remained accessible.
December 10: The account was finally blocked.
During the period between my self-exclusion request and the account being blocked, I lost approximately 2,500,000 ARS.

I therefore maintain my request for a full and fair resolution of the financial harm caused during the period in which my explicit self-exclusion request remained unimplemented.

I request reimbursement of the funds lost during this period and ask that SapphireBet consider appropriate additional compensation in light of the prolonged delay, the repeated requests I made, the fact that I explicitly disclosed my gambling addiction, and the fact that my account remained accessible despite those requests.

I am not asking SapphireBet to simply disregard my gambling activity. I am asking the operator to take responsibility for the period during which I had already clearly requested permanent self-exclusion and had informed the operator of my gambling addiction, but the requested protective measure was not implemented.

I therefore request a formal review of the case and ask SapphireBet to provide a clear explanation, supported by its records, of the following:

Why was my first request on December 7 at 21:19 not treated as a valid request for permanent self-exclusion?
Why does SapphireBet state that my request began on December 8 when there is evidence of an explicit self-exclusion request on December 7?
What specific policy or contractual term allows a self-exclusion request to remain unimplemented for up to 72 hours after a player has expressly disclosed a gambling addiction?
Why was I instructed by live support to use email, while SapphireBet subsequently relies on the fact that I did not obtain an immediate block through live chat as a reason to reject my claim?
What specific measures were taken during those approximately 80 hours to prevent a player who had explicitly disclosed a gambling addiction from continuing to deposit and gamble?
What is SapphireBet’s proposed resolution regarding the funds lost during this period and the additional harm resulting from the delay in implementing my self-exclusion request?

I ask that this complaint be reviewed based on the complete chronology and evidence rather than simply being dismissed on the basis of SapphireBet’s stated 72-hour processing time.

My complaint concerns responsible gambling and the handling of an explicit self-exclusion request, including the financial losses incurred while that request remained unimplemented.

Dear player, the mail processing time is 72 hours. Since you sent multiple self‑exclusion requests during this period, this slightly slowed down the process. You sent the request on December 8, and we blocked your account on December 10. To block the account instantly, you should use the live chat on the SapphireBet website. We regret that due to the delay in blocking, you have lost some funds. However, for the reasons I have stated, a refund is not provided.