1xBit Casino - Player's request for self-exclusion ignored by casino.

Hi,

I played on this casino for a year and never had problems.

On 2 april I contacted the casino through live chat and asked to be temporary self excluded until 1 june. They replied to me stating that I should contact block@1x-bit.com with this request and that they will take care of it.

I did this (proof attached) and they never got back to me. I even contacted the live chat 1-2 days after in which they stated that I should wait for a response.

Weeks passed, on 22/23 april I deposit around 20 MBTC in total and I lost. I got really mad, I contacted live chat again and asked to be permanently blocked and they told me to send a email, which is what I did. Now they blocked my account really quickly, within hours.

Now I am requesting a refund because I asked to be self excluded and they did not grant it now they claim through email that they never received such request from me when I did in fact send them a email + I contacted live chat 2-3 times with the request to be self excluded on 2 april.

Today I had contact with the casino, they respond that they never received such request from me through email to be self excluded. I have a picture proof that I did request to be self excluded and I contacted live chat to provide me my live chat history and they claim its impossible. I feel like I am being scammed. I have attached proof clearly where I send a email to be self excluded and if they provide live chat history then it will also be shown that I came to the live chat two times and asked to be self excluded.

Dear zodys,

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

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

• Is your casino account currently permanently blocked?
• Has the casino responded to your request for a refund of your deposits?
• Have you contacted the casino regarding the temporary and permanent self-exclusion using your registered email address? 
• Did you inform the casino regarding your gambling problems before your email was sent on 23/04/2024?
• Could you please share your communication with the casino regarding the refund? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Include the casino's responses.

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

have you contacted the casino using your registered email address? 

1) Yes my account is currently permantely blocked. About 20 days after I requested to be self excluded temporary, I gambled and then I got mad and requested to be permantely blocked and now then they made me self exclusion within a few hours after contacting live chat and then sending a email.

2) Yes, they said that they have not received any communication from me before my latest permanent self exclusion request which was on 23 april 00:17 Amsterdam time. When in fact I did made a self exclusion request until 1 june (picture proof is there).

3) Yes, pictures are available.

4) No, I never mentioned that I had gambling problems. I only said on 2 april that I want to have a break for about 2 months until 1 june and 20 days later they still did not self exclude my account. Keep in mind on their website in their T&C it says that they offer temporary self exclusions.

5) I will send a email.

I want to add something.

I've been in contact with 1xbit live chat about my complaint.

They informed to contact block@1x-bit.com through email because they are the only department handling this.

I email them, but they do not respond to my emails.

I contacted live chat. They said that they do respond.

They investigated and found out that their email has problems sending emails to hotmail accounts.

They asked me to contact them with another account but has to be gmail.

I did this, and this works, I receive their responses.

But they tell me that they will only communicate with my hotmail account and no information to my gmail account will be send, when the live chat even told me to send them a email from another email account but it has to be a gmail account and to explain the situation.

This is really a mess, i've never been in anything like this before. I can't even communicate with them. The only way they want to talk, they have problems sending me emails.

Thanks for the detailed explanation of the situation. I will now transfer your complaint to my colleague Michal (michal.v@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.  

I would like to add something, I received a reply to one of my emails. It's like something they are able to email me but most of the time not.

The reply: Dear Customer,

As we already mentioned, your gaming account was blocked right after you applied to our email with a request to close your account due to gambling addiction. You had not reported gambling addiction earlier. 

Thus, there is no basis for a refund.

They are talking about the moment where I requested to be permantely blocked and I wrote in the email that I have gambling problems on 22/23 april. It's like now they are saying because I requested on 2 april to be self excluded for about 2 months that they ignored it and did not self exclude me because I did not mention anything about gambling problems. I think this is such a bad way to look at it. I requested through email and live chat to be self excluded and 20 days later it was still not implemented. I don't believe that just because I did not mention I had gambling problems that they should have ignored my self exclusion request because I still requested to be blocked for 2 months to have a personal cool down.

Hello zodys,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1xBit Casino,

Could you possibly provide additional information regarding the self-exclusion and clarify the situation?

How exactly should a player proceed with the self-exclusion request according to you?

Thank you in advance.

Respectfully,

Michal

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru