1xBet Casino - Player faces issues with self-exclusion at 1xBet.

1xBet refuse my Self Exclusion!

I have been trying to self exclude from 1xBet and they refuse my government issued drivers license as a valid source of ID for self exclusion.

1xBet are claiming they only accept ID Cards and Passports.

As a NZ player, we do not have ID Cards,

We only have Drivers Licenses and Passports available.

I personally do not own a passport, I have not travelled for many years.

I only have a drivers license, yet they refuse to budge and Self Exclude my account.

I have never had my Drivers License refused at any Casino as a Valid form of Identification, let alone need one to self exclude..

I believe this is Illegal for a licensed operator to refuse Self Exclusion if the player provides Valid Government issued ID.

What can I do?

I’m sure this is highly Illegal.

*I have attached screenshots from Chat and Emails to 1xBet.

Dear Hiredblade,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino.

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

• Could you please specify the date you requested a self-exclusion in the casino?
• Could you please explain what the disputed amount refers to (NZ$9999) in this situation?
• Do I understand correctly you already submitted a front and back of your government-issued driving license to the casino?

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

I requested on 12/10/2023

I sent both front and back of my drivers License as they needed ID.

they rejected the License as a Form of ID on the 26/10/2023 like 2 weeks later.

the $9999 was just a random number, I’m trying to Self exclude, not cashout but I saw the system asked me to input an amount so you can remove that.

funny thing, they sent and email just today on the 08/11/2023 and said:

"Dear Customer,

The previous message has been sent by mistake. We apologize for the inconvenience.

-Is your decision related to specific issues with your gaming account or the quality of our customer service?

Best regards,

1xBet"

this does not help me self exclude, but I believe now that they have seen a complaint they may be willing to self exclude my account after a month, I will let you know when I here back after replying to them.

Thanks for the update and clarification, I'll adjust the disputed amount accordingly.

Also, please let me know if the casino made any progress with your self-exclusion, or if our intervention will be necessary.

hello

i have made no progress as they have not sent any communication, or replies for over a week now.

account is still activated and last I knew they won’t take any Government Issued Drivers License as identification.

Thank you very much, Hiredblade, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.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.  

They shot an email back today stating:

"Dear Customer,

Do you have gambling problems?

Best regards,

1xBet"

so, I have waited so far over 1 month, still not self excluded and being asked this question, which is not a necessary question if someone wishes to self exclude, they should allow someone to self exclude instantly.

Over 1 month now still no progress.

this casino should just be blacklisted.

you should not delay someone from self excluding their account and have them waiting over 1 month without progress

Dear Hiredblade,

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

Dear Casino.Guru Team, 

We can confirm that the users driving license was accepted. However, the user has said they it's "hard for them to contain themselves from betting". Then, they were asked if they have gambling addiction, to whic they need to provide an answer as a simple "yes" or a "no", which was not answer by user as of now

Hope this clears up the situation!

All the best,

The 1xBet Team

1xbet you lot are honestly useless, if someone wishes to self exclude it should be voluntary, yet you do not answer emails for 2 weeks or more at a time, and don’t allow players to self exclude on their account or via chat.

great to see you finally accepted the drivers license as ID, it’s a shame it has taken you over month to do so and a complaint to casino guru to do what’s right and self exclude. People don’t "have" to have a gambling problem to self exclude themselves.

Dear Hiredblade,

Every casino has a specific self-exclusion process. If you wish to be self-excluded, it is important to cooperate and respond to any questions they may ask. I believe it is a crucial part of the process for the casino to inquire about any potential gambling problems. When a player notifies the casino about a gambling problem, the account should be promptly blocked without the possibility of reopening, and the casino must take other specific actions. If it is not a gambling problem, the casino typically takes steps to address the customer's concerns through alternative options, if possible. Since you did not complete the process, I can understand why there was a delay. Therefore, if you want your account to be closed, I recommend that you complete the necessary steps.

Is there anything else I can assist you with, or may I proceed with closing the complaint?

Ok Jozef

I tried to self exclude for almost 2 months.

I cannot do it via live chat since the casino won’t allow a player to self exclude himself.

so I attempt to via email.

I have to wait between 3 days to once even 3 weeks for an email back from this casino. They have a terrible response time for responsible gambling concerns.

so no, don’t try and tell me there must be a delay for me not cooperating, I send an email back to them within a day, it’s the casino that does not reply for upto 3 weeks

I have informed them I would like my account closed. I don’t believe I have a gambling problem but I do believe I am developing one, so why even after answering the email they requested above within 24 hrs of receiving it has it taken them over a week without a response?

what is this complaint thread if you immediately jump to the casinos defence in a responsible gambling matter.

if someone has told the casino they would like to self exclude and sent them ID, there should be no requirement for the player to have to explain the situation should he/she not feel comfortable doing so with some stranger on the internet.

It’s a request for self exclusion, not an interrogation.

but I did respond to them, and they have not replied, I do, they don’t.

Although I don’t have a gambling problem like many people I have noticed my gambling has been getting worse and I have attempted to shut my account at many places for this reason, as I may be developing one, how is that not enough reason to you!

Clearly you know nothing about these requests and just sided with the casino.

shut the request should you not give a S*** about a person who has done exactly as they stated to the best of their ability for over 2 months without the casinos responsible gambling team doing anything about it. Its them not answering me.

Dear Hiredblade,

I am very sorry about the situation. I do not mean to imply that the delay in self-exclusion is OK. However, completing the process and informing the casino about the reason for your self-exclusion is crucial information. Since the casino was unaware of your problem, I believe you are not entitled to a refund. I understand it is difficult to admit having a problem and even harder to communicate it to the casino team, but without this knowledge, they cannot take appropriate action.

I regret to inform you that I have no choice but to reject your case. You have every right to disagree with our decision.

An alternative option is to file an official complaint with the licensing authority of the casino. 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.

Kind regards, Jozef

jozef.k@casino.guru