1xBet Casino LAT - Player suffers loss due to casino’s negligence on Responsible Gambling.

On August 24, I reached out to the 1xbet support team to request having deposit limits set up as outlined in their terms and conditions, given my impulsive nature and inability to limit my own deposits. However, after a while, they informed me that this option does not exist despite it being mentioned in their terms. Consequently, I asked them to close my account to prevent me from playing again and risking more money loss due to my gambling problem. The support agent told me they couldn't do anything and that I should send an email to block@1xbet-team.com. I did exactly that at that moment, requesting the closure of my account. The next day they asked for an explanation of why I wanted to close my account, and I reiterated my problems with gambling and asked again that they close my account.

Regrettably, on Saturday night, given that my account was still open and due to my impulsiveness, I revisited this site and gambled, losing 470,000 CLP, all my money. I remain at risk of losing more because they haven't closed my account and the site has zero responsible gaming features to protect me.

I kindly ask you, at Guru, to please help me get in touch with this casino to rectify the issue with the money that I unfairly lost since they do not abide by their own terms and conditions. Their terms state that upon account closure request, they should close it promptly and refund me, as well as permanently block my access.

Thank you.

Dear ClessCL, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hello, thanks for answering Guru people

The first request was talking to the chat support on the 1xbet site, but they did not want to close my account and they asked me to send an email, this is the first email I sent where I told them that I need the closure because they do not have game measures responsible

After this they did not close my account and they asked me why

here I answer clearly that if I have problems with my bets and that they close my account

but they don't, after this he sent them another very angry email because here I lost the 470,000

after this, after a couple of days, the same thing happens, they ask me again why I want to close my account

instead of just doing it.

and annoyed I answer once again that if I have gaming problems

(I have another request but I can not put more image in the post)

Hello, what happened with this?

some help?

thank you

Thank you very much, ClessCL, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear ClessCL,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Hello, ClessCL!

Would you please provide us with your numerical gaming ID so that we could look into that case more thoroughly?

Best regards,

The 1xBet Team

Dear user,

You have been provided with an instruction with what should you do in this case today, would you please confirm?

Best regards,

The 1xBet Team

Yes, I responded to an email they sent me, thank you

Dear ClessCL,

Please inform me when there is any new information. I am extending the timer by 7 days.

Hello, they have not responded to me at all, they only gave me an email so that I could send them the same thing that I had sent to the support email and since then they have not responded to me, it has been a week.

Dear ClessCL,

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.

Hello, they have not responded to me anything from 1xbet, it was the same as writing above, I sent them the email when they requested it and they never gave me a response, what are you expecting from me now? I don't understand: at 1xbet they only gave me an email so I could send them the same thing that I had sent to the support email and since then they haven't responded to me, a week has already passed

Dear casino team,

Please, could you react, and explain the situation?

Dear Cless CL,

As per the Security Department, you have been asked to provide specific data via an answering email. Would you please tell us if you did send it back?

Hello

I did not receive any request for specific data, if you want, write to me here what data you need and where I should send it, so I can comply with what you require

greetings

Dear user,

We've made sure that you will be receiving an answer shortly

Best regards,

The 1xBet Team

Hello

I received this in my email, which has no relation to the return of my money, in any case I already responded with the information that was requested of me

Dear ClessCL,

have you received further emails/information? Could you forward me your whole communication with the casino team?

jozef.k@casino.guru

Hello, 1xbet already solved my problem and they gave me my money back, everything is fine, thanks for the help and for the management, can you close this, greetings

Dear ClessCL,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef