0x.bet Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Asked 0x.bet to close my account permanently due to self exclusion several times, they keep sending me mails back that they "solved" my case. Still my account stays open and I can still deposit.

as they state " ox.bet the safest casino " it’s not for people with gambling issues.

I hope u can help me.

Thank you

Dear Pflup,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Best regards,

Petronela

Thanks for your help Petronela,

I have send u some emails

Thanks

Thank you very much, Pflup, for all the forwarded emails. I can see that you have never mentioned gambling problem when requesting the permanent self-exclusion.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings 0x.bet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@0x.bet (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Hello Petronela,

Thanks for reviewing my complaint, i understand that the casino is getting a lot of emails, therefor the casino should be very carefully with handeling these emails but when someone asks for a permanent closure of his account due to self-exclusion 5 times and you keep his account open and don’t contact the sender it’s a lack of responsibility.

I will send a new email to 0x.bet and will put u in the CC.

Thanks

Perfect. Thank you for CCing me on your email. Please keep me informed about any further developments.

Hi Petronela,

Account is still open, not a single reply from the casino.

I want my deposits back since they are not acting responsible.

Thanks

Could you please forward a screenshot of your cashier history? Thank you.

Hi Petronela,

mail send.

thanks

Thank you, Pflup, for all the forwarded screenshots. Do I understand correctly that you haven't placed any deposit after the 17th of May when the request was sent to the casino? Is your account blocked already, please?

17th of may was the last time i have made some deposits after the 6th request.

1st request was 4th of may

Thank you for sharing all the required details, Pflup. Your complaint will be forwarded to my colleague Jozef (jozef.k@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Thanks Petronela,

email is send

Dear Pflup,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Dear Casino-Guru,

Our team has reviewed the case with Player (e-mail: peter85@zeelandnet.nl) and we want to notice that his closure requests were not from registered e-mail. Also, we have not received any response from this player at that very time. His account was closed on 2023-06-05. Therefore, we believe that the player is engaged in fraud by writing about the closure from another mail, he continued to make deposits and did not respond to our letters. He did not provide personal information and did not take responsibility for closing the account. Thus, we could not handle the process of closing a player properly.

Kind regards,

0x.bet team

Dear team at 0xbet Casino,

I would like to express my gratitude for your cooperation. After thoroughly examining all the evidence provided, I have identified a relevant communication, which I will include below. I would like to point out that the important part is the one when the player informed you about the addiction, and I am interested in learning more about the subsequent steps taken by your team.

Could you kindly clarify whether the player was informed that he was using an incorrect email address and was advised to use his registered email instead? Additionally, I would appreciate a detailed explanation as to why the player was not self-excluded following these messages, and whether he was provided with accurate instructions on how to proceed.

Unbelievable reply from the casino, my email-adres is my registered email-adres and i have never used any other email. I am very glad casino.guru was in the BCC on the emails.

Thanks

Dear Casino-Guru,

The ticket DVT6DU contains only one (!) message from the user, where he asks to close his account.

Due to the fact that the player did not respond to us, we were not sure of the legality of this action. Also, the player did not mention addiction problems, in which case we close the account immediately. He should have written about addiction in the reply to our letter. We always clarify the reason and ask you to take responsibility in order to process the request correctly and not have issues on both sides in the future.

We care about our players, so such a flow is necessary for additional security of the player's account.

Unfortunately, such a situation happened, and we are very sorry that the player was not able to overcome his difficulties with addiction, moreover, he did not inform us about it. We wish him success and hope that everything will be fine.

Kind regards,

0x.bet team

To the team at 0xBet Casino,

I have sent you all the evidence provided by the player.

I would appreciate it if you could respond to my previous post and provide additional information. To give appropriate advice, I require more details. The player has informed you about a gambling problem, but he has not received any response. It would be beneficial to offer potential steps he can.

Additionally, I would like to inquire if you could provide evidence to substantiate your claims that the email the player used to contact you differs from their his registration email.

Dear Casino-Guru,

If the player does not confirm that he sent letters from another email, we will not be able to provide evidence in connection with the protection of personal data. If we consider other details of the case, it turns out that:

• The player wrote to us once with a request to close the account (no problems with gambling were indicated), in order to make a correct decision, we clarified his request, which we have not yet received an answer to.

As we said, we follow the rules and respect our players, so we could not process this request without receiving a response from the player. Moreover, the player withdrew the funds after making this request to us from the registered mail. Therefore, we do not understand what we are talking about. We believe that the player deliberately did not respond to our letters, made deposits and even withdrawals in the casino, in order to later write a complaint and request a refund.

Thanks for your cooperation.

Kind regards,

0x.bet team

I have send numerous closing requests with my registered email-adres and replied on the automatic-reply email send from the casino, but they simply haven’t reply to any email.

Dear Pflup,

I would like to request your confirmation regarding the email displayed in the attached picture. Could you please verify if it is your registration email?

Thank you.

Hi Jozef,

Yes that is correct , it’s my registration email.

Thanks

Dear 0x.bet casino team,

Can you please verify if the email shown in the screenshot from my previous post is the player's registration email?

Dear Casino-Guru,

We confirm that the e-mail peter85@zeelandnet.nl is registered in our casino, and belongs to this user. Information provided above about one closure request without any response refers to this e-mail.

Kind regards,

0x.bet Team

Dear 0x.bet,

I would appreciate it if you could provide a detailed explanation of the steps taken after receiving the email from your player. Based on the evidence from the player it looks like it was ignored from your side, is it correct? Could you prove the opposite?

Dear Jozef,

Thanks for your cooperation!

Here is the evidence of our words. Furthermore, this player continued to chat with our support lately few times without any request to close his account.

Kind regards

0xbet Team

Dear team at 0x.Bet Casino,

I appreciate your assistance, but I have a concern regarding the emails that the player submitted as evidence. Are you implying that they have been tampered with and are not genuine?

Thank you.

Dear Jozef,

Thanks for your cooperation!

User provided a screenshot where is one reply between automated messages, as we can see on our screenshots there is no such reply from user. We can't delete messages, automated workflow cannot be manipulated such way either. Also, that message can't be in SPAM, because user mail had active communication between us.

So, User:

• had only one request about closure without any response (gambling was not indicated).
• had several withdrawal requests after that message.
• had active chats with our agents after that letter, regarding withdrawal information (closure requests were not mentioned).

We do not want to imply anything, we are providing all the evidence and honest information to resolve this case.

Kind regards

0x.bet team

Dear Pflup,

although, I do fully trust your evidence. I have already received similar kinds of altered evidence in the past. Therefore, could you please send me the video recording of you opening your Sent folder in your mailbox and accessing this particular email?

Hi Jozef,

I have send you an email with the vid .

Thanks for your support

Dear Pflup,

Thank you for providing it. I requested an additional vid since it was missing the email stating the gambling problem.

Hi Jozef,

again send a vid

thanks

Dear 0x.bet Casino team,

Thank you for your cooperation. I have sent you the evidence provided by the player, confirming that he did send you multiple emails, including the one in question. Could you please investigate if there were any issues with your email system, such as a blockage from the player's email provider?

Considering the player's persistent attempts to reach out, is there any possibility of reaching a compromise?

Dear Jozef,

Thanks for your cooperation!

We reviewed the information provided by the player, but the video did not show the mail to which the player wrote the letter, in addition, the evidence (forwarded letters) indicated an ID ticket attached to his letter with a request to block the account, where we asked him the reason for what did not receive an answer. We would be very grateful if the player would provide a video confirmation of the email to which his letters were sent, in addition, a detailed correspondence regarding the case with ticket ID DVT6DU.

Kind regards

0x.bet team

Dear Pflup,

Could you please follow the instructions of the casino and send it to support@0x.bet, while also including me in the cc?

Hi Jozef,

email send

thanks

Dear 0xbet Casino team,

I confirm receiving it, may I kindly ask you to react and confirm if the evidence is sufficient?

We are extending the timer by 7 days. 

Since the 0xbet Casino team was highly responsive throughout the entire resolution process, I have decided to grant them an additional 7 days to respond. They will receive the last notification, and if they do not reply within this extended timeframe, I will be left with no choice but to close the case as unresolved.

Thank you for the information provided, and apologize for the fact that the answer took so long. We have verified that the client has indeed sent many letters to us, however, as we have already discussed before, only 1 reached our casino, we would like to inquire why the client despite the fact that he wrote us many letters after May 9th (that is when we received his first letter), never wrote in the thread with Ticket ID DVT6DU, and every time created a new thread, although he saw that in this thread we gave him an answer (specified the reason for the closure).

Hello,

I have always replied to the emails send by the casino, as shown in the proof i have send.

Thanks

Dear Peter,

For our part, we also provided a screenshot of the thread with Ticket ID DVT6DU, where it was clear that we did not receive a response to our letter from you. I would like to remind you that we cannot delete e-mails received from the player, so our confirmation can also be considered valid. Perhaps you should contact the support service of the email service you are using and ask whether these letters received the status "Delivered".

Best regards,

0xbet Team

Hello,

All the emails are delivered, if there is a problem with a mail-service it should be on your side. I have send many mails also with Casino-Guru in the CC and they are all delivered. I have submitted all the proof.

Thanks

Dear Peter,

We think that if the problem was present through our email service, we would not have been able to receive any emails from you, but one of your emails has reached us. In addition, we have a Chat Support on our website that works around the clock, you could have contacted them at any time to ask them to close your account due to gambling problems, but for some reason you did not do so.

Looking forward to hearing from you.

Best regards,

0xbet team

Hello 0xbet,

The chat supports asks for sending a email for closing my account , I have send so many emails without any reply. So can we solve this ?

Thanks

Thank you for your response, 

However, you never mentioned gambling addiction in the chat, which is why the manager recommended you contact us via email, and provide the reason for closure.

Best regards,

0xbet Team

In the chat they never asked for the reason of closure, they simply say send an email if you want to close your account. And I did multiple times. The casino should be very careful and protect players who suffer from gambling addiction. Is there any intention from 0x.bet to solve this issue ?

Dear all,

I am extending the timer by 7 days. The case is quite complex, but after our evaluation, I will provide our opinion on the matter.

Dear Pflup,

Firstly, I want to express my gratitude for your cooperation and patience throughout the resolution process. After a thorough examination and evaluation of the case, I regret to inform you that I have no choice but to reject your case and transfer it to the relevant authority.

Upon reviewing the evidence and information provided, it is clear that you did send an email requesting closure due to a gambling problem. However, the casino has provided compelling evidence that they never received this particular email. It is important to note that you had multiple chats with their agents after sending that email, but the issue of having a gambling problem was only mentioned in the undelivered email. Considering that the casino offers 24/7 live chat support, you had several opportunities to address this matter. It is difficult to determine where this email might have encountered an issue, whether it was your email provider, the casino's email provider, or somewhere in between. Therefore, based solely on this one undelivered email, I do not have the authority to compel the casino to issue a refund.

While it would certainly be appreciated if the casino were to offer a partial refund for your deposits, I would view it as a gesture of goodwill rather than an obligation.

I sincerely apologize for the situation, and I strongly advise you to contact the licensing authority for further assistance.

I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru