Gxbet Casino - Player was able to create a second account despite being self-excluded.

I would like to file a complaint regarding GXBet's handling of my gambling problems and self-exclusion requests.

After initially losing money on GXBet, around September I informed the casino that I had gambling problems and that I was registered in CRUKS, the Dutch national self-exclusion register. By telling GXBet this, I believe I made it clear that I had a gambling problem and did not want to be able to continue gambling.

Despite this, my account remained accessible and I was still able to deposit and gamble. Unfortunately, this resulted in further periods of gambling and financial losses, particularly around November and again around February.

From approximately oktober onwards, I repeatedly contacted GXBet about my situation, including my self-exclusion concerns. I also raised concerns regarding their activities and targeting of players in the Netherlands, although I understand that licensing and regulatory matters may fall outside the scope of Casino Guru's complaint process.

When I contacted GXBet about my problems, I was repeatedly told that a case had been created and that I needed to wait for it to be reviewed. When I followed up through live chat, I was told that the relevant department was already dealing with the matter. However, this process continued for a very long time without a proper resolution, while I had already made them aware of my gambling problems and self-exclusion situation.

Eventually, around February, GXBet closed my account.

Unfortunately, after this closure, I relapsed once more and created another account with GXBet. Despite my previous account closure, my previous communication about gambling problems/self-exclusion, and using my own personal information and passport, I was still able to create and use this new account, deposit money and gamble. I subsequently lost money on this account as well.

My main concern is therefore not simply that I lost money while gambling. My complaint is that GXBet had been explicitly informed about my gambling problems and self-exclusion situation, but I was nevertheless able to continue gambling. Even after my account was eventually closed, I was able to register another account using my own identity and verification documents and lose further money.

I believe GXBet failed to take appropriate responsible-gambling measures after being made aware of my gambling problem and failed to effectively enforce my self-exclusion. And also when I ask for information about my closed account I don't receive answer and they keep telling me that they are working on the complaint.

I am therefore asking Casino Guru to review the case, particularly the deposits and losses that occurred after GXBet was first made aware of my gambling problem/self-exclusion, and to assess whether these losses should be refunded.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the account closure requests you sent to the casino from your original account, along with the casino’s responses and their confirmation that the account was permanently closed? My email address is veronika.f@casino.guru.
• Was your original account fully verified?
• Which registration method did you use for each of your accounts at this casino? Did you enter your personal information manually when registering, or did you use a quick registration option through a social network?
• When was the last time you accessed the second account you created at this casino? Did you disclose any gambling-related problems from this account and request to be self-excluded?

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

Best regards

Veronika