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Self-exclusion ignored despite reported gambling addiction – x3bet13.com

Complaint text:

Dear Casino Guru Team,

I am filing a complaint against X3bet (x3bet13.com/at/) because the casino ignored my explicit report of gambling addiction and subsequently accepted further deposits totaling €2,220.

The sequence of events (evidence is attached):

April 9, 2026: I repeatedly requested in the live chat that my account be blocked. VIP support engaged me in conversations and delayed the blocking.

April 14, 2026: I sent an email to VIP support and explained unequivocally: "I suffer from gambling addiction."

April 16, 2026: The casino (employee "Mladen") confirmed receipt of my message in writing but refused a refund based on their terms and conditions. Despite my known addiction, my account was not blocked.

Consequences: In the following weeks (until May 1st), the casino allowed further deposits, even though my addiction was known to the VIP team.

The casino has massively violated the guidelines for responsible gambling. Internal terms and conditions do not override the duty of care in cases of gambling addiction.

Since AskGamblers rejected the complaint because the casino did not send me a formal "confirmation of exclusion" (precisely because they allowed me to continue playing unlawfully!), I am now turning to you.

I demand a refund of all deposits (€2,220) made after my initial blocking request on April 9th.

I am attaching the chat logs, the addiction email from April 14th, the casino's response from April 16th, as well as my deposit history and profile data as evidence.

I have all the evidence in front of me and can gladly send everything by email - unfortunately, I couldn't do it all.

Ignorierter Selbstausschluss trotz gemeldeter Spielsucht – x3bet13.com

Beschwerdetext:

Sehr geehrtes Casino-Guru-Team,

ich reiche eine Beschwerde gegen X3bet (x3bet13.com/at/) ein, da das Casino meine explizite Meldung einer Spielsucht ignoriert und anschließend weitere Einzahlungen in Höhe von 2.220 € angenommen hat.

Der Ablauf (Beweise liegen bei):

9. April 2026: Ich habe im Live-Chat mehrfach verlangt, mein Konto zu sperren. Der VIP-Support hat mich in Gespräche verwickelt und die Sperre verzögert.

14. April 2026: Ich habe eine E-Mail an den VIP-Support gesendet und unmissverständlich erklärt: „Ich leide unter Spielsucht."

16. April 2026: Das Casino (Mitarbeiter „Mladen") bestätigte schriftlich den Erhalt meiner Nachricht, verweigerte aber eine Rückerstattung aufgrund ihrer AGBs. Das Konto wurde trotz der bekannten Sucht nicht gesperrt.

Folgen: In den folgenden Wochen (bis zum 1. Mai) ließ das Casino weitere Einzahlungen zu, obwohl meine Sucht dem VIP-Team bekannt war.

Das Casino hat massiv gegen die Richtlinien für verantwortungsvolles Spielen verstoßen. Interne AGBs setzen die Fürsorgepflicht bei Spielsucht nicht außer Kraft.

Da AskGamblers die Beschwerde abgelehnt hat, weil das Casino mir keine formale "Sperrbestätigung" geschickt hat (eben weil sie mich rechtswidrig weiterspielen ließen!), wende ich mich nun an Sie.

Ich fordere die Rückerstattung aller Einzahlungen (2.220 €), die nach meinem ersten Sperrwunsch am 9. April getätigt wurden.

Die Chatverläufe, die Sucht-E-Mail vom 14. April, die Antwort des Casinos vom 16. April sowie meine Einzahlungshistorie und Profildaten füge ich als Beweise bei.

Ich habe alle Beweise vor mir liegen kann gerne per mail alles nachreichen - es ging sich leider nicht alles aus.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Rolexesh, thank you very much for submitting your complaint. I am truly sorry about your negative experience with X3Bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm when was the last time you have made a deposit into your account?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please advise whether you currently still have access to your account?

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,

Attila

Dear Attila,

Thank you very much for your help. Here are the answers to your questions to clarify the matter:

1. Last deposit: My last deposit was made on May 1, 2026. A total of €2,220 has been deposited since my first closure request on April 9.

2. KYC verification: not completed. I was listed as a VIP member. My personal details were stored in my profile, and the casino accepted deposits of this amount without further restrictions.

3. Account access: Yes, I still have access to my account. Despite my explicit report of a gambling addiction, it has not been blocked to this day.

Summary of the main problem:

I informed the casino via email on April 14, 2026, that I suffer from a gambling addiction. An employee named Mladen replied to this email on April 16. This proves that the casino was aware of my addiction. Nevertheless, my account was not blocked, and deposits continued to be accepted.

Since the casino has massively violated its duty of care, I demand a refund of all deposits since the time I requested the suspension, totaling €2,220.

All supporting documents (addiction email, casino response and deposit list) are attached to this complaint.

Best regards,

Sehr geehrter Attila,

vielen Dank für Ihre Hilfe. Hier sind die Antworten auf Ihre Fragen, um den Sachverhalt zu klären:

1. Letzte Einzahlung: Meine letzte Einzahlung erfolgte am 1. Mai 2026. Insgesamt wurden seit meinem ersten Schließungswunsch am 9. April 2.220 € eingezahlt.

2. KYC-Verifizierung: wurde nicht gemacht Ich wurde als VIP-Mitglied geführt. Meine persönlichen Daten waren im Profil hinterlegt, und das Casino hat Einzahlungen in dieser Höhe ohne weitere Einschränkungen akzeptiert.

3. Zugriff auf das Konto: Ja, ich habe aktuell noch immer Zugriff auf mein Konto. Es wurde trotz meiner ausdrücklichen Meldung einer Spielsucht bis heute nicht gesperrt.

Zusammenfassung des Hauptproblems:

Ich habe dem Casino am 14. April 2026 per E-Mail mitgeteilt, dass ich unter einer Spielsucht leide. Ein Mitarbeiter namens Mladen hat am 16. April auf diese E-Mail geantwortet. Damit ist bewiesen, dass das Casino von meiner Sucht wusste. Trotzdem wurde mein Konto nicht gesperrt, und es wurden weiterhin Einzahlungen angenommen.

Da das Casino seine Fürsorgepflicht massiv verletzt hat, fordere ich die Rückerstattung aller Einzahlungen seit dem Zeitpunkt, an dem ich die Sperrung verlangt habe, insgesamt 2.220 €.

Alle Belege (Sucht-E-Mail, Antwort des Casinos und Einzahlungsliste) liegen dieser Beschwerde bei.

Beste Grüße,

Thank you very much for your response. In order for us to proceed with this complaint, could you please provide the following information?

1. Could you kindly forward your self-exclusion request from April 9? You can reach me via email at [email protected], or you may also post screenshots here.
2. Could you please attach proof of your deposits made after April 14?

Thank you for your patience and cooperation.

Dear Rolexesh,

Thank you for submitting this complaint, and we appreciate Casino Guru for the opportunity to respond.

We have conducted a thorough review of all interactions associated with this account and would like to provide the following factual clarification.

Regarding the April 9 and April 10 requests — the player contacted our live chat on these dates requesting account closure. On both occasions, our agents followed standard procedure by escalating the matter to the dedicated VIP team, which handles all account management requests for VIP-level players. The player disengaged from both chat sessions before the process could be completed. A closure cannot be actioned on a chat session that the player has abandoned.

Regarding the April 14 email — the player sent an email to the VIP team referencing gambling concerns and requesting a refund. Our team responded on April 16 in accordance with our Terms and Conditions, specifically Sections 6.6 and 6.6.2, which clearly state that completed deposits that have been used for wagering are not eligible for refund. This response was sent in good faith and in line with our published policies.

At this stage, the account closure process had been escalated internally for handling by the VIP account management team.

Regarding subsequent interactions — on April 18, the player contacted our support team regarding missing bonuses. During this conversation, the player engaged actively with our VIP account manager, negotiated bonus offers, accepted a €100 loyalty credit, and confirmed they were satisfied with the outcome. The player made no reference to wishing to close their account during this interaction and continued to engage positively with the platform.

On April 28, the player again contacted support. During this session, the player accepted a €30 no-deposit bonus offered by our team and confirmed receipt. Again, the player's engagement during this session was voluntary and active.

It is important to note that throughout this period, the player continued to log into the platform, make deposits, accept bonuses, and engage with promotional offers of their own volition. This pattern of behaviour reflects a player exercising autonomous and informed choice over their account activity.

We take responsible gambling seriously and all self-exclusion requests are treated with care. Where a player disengages from a closure process or subsequently continues to engage with the platform voluntarily, our team follows escalation procedures accordingly.

Should the player wish to proceed with permanent account closure at this time, we will action this immediately upon confirmation.

We remain available to Casino Guru for any further questions.

Kind regards,

X3bet Casino Support Team

Hello Attila,

Thank you for your message. Since the requested documents (blocking request and deposit slips) contain personal data, I have just sent you all available supporting documents by email to [email protected] sent.

Best regards

Hallo Attila,

vielen Dank für Ihre Nachricht. Da die angeforderten Dokumente (Sperrwunsch und Einzahlungsbelege) persönliche Daten enthalten, habe ich Ihnen soeben alle verfügbaren Nachweise per E-Mail an [email protected] gesendet.

Beste Grüße

Dear Rolexesh,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thank you so much for your support 🙏🏻

Vielen Dank für Ihre Unterstützung 🙏🏻

Dear Rolexesh,

I am sorry to hear about the issue you are experiencing with the casino. I will do my best to help resolve the matter promptly.

At this point, I would like to seek further clarification from the casino.

Dear X3Bet Casino,

Thank you for your response. I would greatly appreciate it if you could provide further clarification or insights regarding the account closure request that was escalated to the VIP Management team. What were the results of the process? Additionally, I would like to know your thoughts on the player's email dated April 14, 2026, in which they expressed concerns related to gambling addiction. Thank you in advance for your cooperation and for providing any relevant information.