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I attempted to make a withdrawal TEN times, and each time, it didn't go through.

I would reach out via the live chat, and all they would say is, "write again later." They never told me why the withdrawals were not being processed, they only said "write back later." The last time I spoke with them, I told them that it was the worst casino where I had ever wagered and they simply proceeded to close my account.

I am desperate, this casino is a scam.

I cannot access files or screenshots because they blocked my account.

intenté realizar un retiro DIEZ veces , y ninguna de las veces procedió

me ponia en contacto en el chat en vivo y lo unico que me decían es que , "escriba mas tarde" nunca me dijeron la razon por la cual los retiros no se realizaban, lo único que me decían era que "escribiera después " la última vez que hable con ellos, les dije que era el peor casino donde habia apostado y nada mas procedieron a cerrarme la cuenta

estoy desesperado, este casino es una estafa

no puedo acceder a archivos o screenshots porque me bloquearon la cuenta

Dear ssilvalvarez10,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• Have you completed account verification successfully?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• If there is any correspondence between you and the casino, please forward it to my email at tomas@casino.guru

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

Best regards,

Tomas

Hello Tomas

I'll be happy to answer your questions

I opened the account on Friday, December 8, and they closed it on December 11

In that period I tried to make at least ten withdrawals and they never proceeded.

The verification of the account was carried out successfully, just confirming some data that the page requested, investigating both in forums and on the same page, it mentioned that there was no need to verify the account by sending documents

The only thing I played was blackjack,

I didn't collect the bonus they offered me,

I sent two emails on Saturday to find out why the withdrawals were not proceeding, and to date there has been no response

I'll send them to the email you indicated to me.

I hope the information is helpful.

Thank you very much for your attention and I'll stay tuned.

Hola, Tomas

Con gusto te respondo las preguntas

La cuenta la abri el dia Viernes 8 de Diciembre, y me la cerraron el día 11 de Diciembre

En ese periodo intente realizar al menos dies retiros y nunca procedieron.

La verificación de la cuenta de realizó con éxito nada mas confirmando algunos datos que la página solicitaba, investigando tanto en foros cómo en la misma página, mencionaba que no había necesidad de verificar la cuenta mandando documentos

Lo único que jugué fue blackjack,

No cobre el bono que me ofrecían,

mande dos correos el día Sábado para saber por que no estaban procediendo los retiros, mismos que hasta la fecha no ha habido respuesta

Te los mando en el correo que me indicaste

Espero que la información sea de ayuda.

Muchas gracias por la atención y quedo al pendiente

Dear ssilvalvarez10,

Has the casino offered any explanation to you since the complaint began?

They have not offered me any explanation or justification as to why the withdrawal could never be made the ten times I tried, nor why they proceeded to close my account.

No me ha ofrecido ninguna explicación , ni justificación de por que nunca se pudo realizar el retiro de las diez veces que lo intenté, ni de porque procedieron a cerrar mi cuenta

Thank you very much, ssilvalvarez10, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi ssilvalvarez10,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask SapphireBet Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings? Additionally, why have all the player's withdrawal attempts failed?

Thank you.

Best regards,

Tomas

Casino.Guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you very much for the follow-up, we are still on the lookout

muchas gracias por el seguimiento, seguimos al pendiente

Hello ssilvalvarez10,

I'm currently trying to get in touch with the casino's representatives internally. Therefore, I will extend the timer by another 7 days to see what can be achieved. I will keep you posted.

Thanks for your patience.

Hello ssilvalvarez10,

I have received information from the casino representative that a response should be provided in the next few days. I will now extend the timer once again to see if we can make any progress.

Okay, thank you very much for the follow-up.

stay tuned

De acuerdo, muchas gracias por el seguimiento

quedo al pendiente

I really think that the site should close the case, so at least people know what kind of site it is and is not trustworthy and that it affects the reputation of the casino, and that the case serves to make people think twice before playing there

Realmente creo que el sitio debería de cerrar el caso, para por lo menos la gente sepa la clase de sitio que es y no es confiable y que afecte la reputación del casino, y que el caso sirva para que la gente se la piense dos veces antes de jugar ahi

What they did with all the treachery and advantage, so that I couldn't withdraw the money, I can't find any other explanation.

Lo que hicieron con toda la alevosía y ventaja, para que no pudiera retirar el dinero, no encuentro otra explicación

Dear ssilvalvarez10,

Kindly allow us more time. The investigation is in progress, and I don't want to close the complaint before we have more information. I believe updates will come soon.

Thanks once again for your patience.

Hello ssilvalvarez10,

I have been informed by the casino representative that, unfortunately, you played your balance down to zero while waiting for the casino's clarification regarding the withdrawal issues. It was later discovered that the issues were caused by incorrect wallet data entered by you. Additionally, you requested the closure of your account due to gambling addiction.

Can you please confirm if this is correct? Thank you.

No, it is not correct, my wallet data was always correct, there were many withdrawal attempts, and at no time could the withdrawal be made

Yes, I requested self-exclusion, I really hope they show the casino how it should be, so that its reputation goes down, because what they do is rude

No, no es correcto, los datos de mi billetera siempre estuvieron correctos, los intentos de retiro fueron muchos , y en ningún momento se pudo realizar la retirada

si, solicité la autoexclusión, de verdad espero que exhiban al casino cómo debe ser , para que su reputación baje, porque lo que hacen es una groseria

Dear ssilvalvarez10,

I'm asking if it's correct that you have played your balance down to zero and then requested to be self-excluded. If this is the case, there would be nothing more to assist you with, and unfortunately, your complaint will be rejected.

Thank you for understanding.

Dear ssilvalvarez10,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.