Complaint #17
SapphireBet Casino
Self exclusion request ignored and 2500000 ARS lost during delay
5 months ago
On 7 November 2025, I mistakenly activated a temporary pause on my SapphireBet account. The pause did not work, as I continued receiving promotional emails and my access to the platform was never actually restricted.
On 7 December 2025, I explicitly requested permanent self-exclusion, stating clearly by email that I am a problem gambler (gambling addiction) and that I urgently needed immediate account closure. I sent around five emails, plus live chat messages, asking for urgent action.
Despite clearly expressing that I was at risk, my account remained fully accessible for almost 80 hours.
During that period, I suffered a relapse and deposited ARS 2,500,000, which I lost while waiting for my self-exclusion to be applied.
My account was finally blocked only on 10 December, which is a significantly delayed response for a responsible gambling request, especially when addiction was explicitly reported.
The delay exposed me to unnecessary harm and caused avoidable financial and emotional damage.
I request:
A formal review of my case
A full refund of all deposits made after my self-exclusion request (7–10 December)
Confirmation that my account remains permanently closed
I am attaching proof of the emails I sent requesting immediate blocking, as well as evidence of the deposits made during the delay.
Thank you for your attention.
— Erick
On 7 December 2025, I explicitly requested permanent self-exclusion, stating clearly by email that I am a problem gambler (gambling addiction) and that I urgently needed immediate account closure. I sent around five emails, plus live chat messages, asking for urgent action.
Despite clearly expressing that I was at risk, my account remained fully accessible for almost 80 hours.
During that period, I suffered a relapse and deposited ARS 2,500,000, which I lost while waiting for my self-exclusion to be applied.
My account was finally blocked only on 10 December, which is a significantly delayed response for a responsible gambling request, especially when addiction was explicitly reported.
The delay exposed me to unnecessary harm and caused avoidable financial and emotional damage.
I request:
A formal review of my case
A full refund of all deposits made after my self-exclusion request (7–10 December)
Confirmation that my account remains permanently closed
I am attaching proof of the emails I sent requesting immediate blocking, as well as evidence of the deposits made during the delay.
Thank you for your attention.
— Erick
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