SapphireBet Casino - Der Spieler kann keine Wetten abschließen oder sein Guthaben abheben.

I open account , and made deposit 80 euro via bank card,

After I try made bet , limits was 0 euro ,

Support team provide information :

Dear Dmitrijs, the bookmaker reserves the right to limit and or refuse to accept bets from any user without providing a reason or prior notice. Apologies for that.

Now , I can't withdraw my balance ,amount 80 euro , because on withdraw section , haven't option withdraw via bank transfer or via card .

withdraw should be with same method us deposit.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you wagered anything from your 80€ deposit at all? According to the Terms and Conditions:

2.8 Withdrawal of Funds

2. There are no withdrawal commissions if you roll over (wager) the deposit at least 1 time. Otherwise we are entitled to deduct a 8% fee with minimum sum of 4 euro (or equivalent in your account currency) in order to combat money laundering.

• Are you unable to place bets on sports only, or are you unable to play casino games as well?

Regarding the payment methods available for your withdrawal, please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Could you kindly confirm if you passed the full KYC verification?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear di1001,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear di1001,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika