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

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.

Regarding GXBet's responses, for a long period their answer was essentially always the same: I was told that my request/complaint had been forwarded to the relevant department and that I needed to wait for them to investigate the matter. This continued until approximately February.

In fact, this matter has now been ongoing for more than six months, and to this day I still have not received a proper substantive response or resolution from GXBet regarding my complaint.

I also contacted GXBet through live chat on multiple occasions, particularly after suffering significant losses, and asked for my account to be closed. During these conversations, I explained my situation and was again told that the matter would be investigated/referred to the relevant department.

Unfortunately, I no longer have copies of these live chat conversations. GXBet did not send me a transcript or recap of the live chats afterwards, so I am unable to provide those conversations myself.

I will therefore forward all the written evidence that I do still have by email, including my requests and GXBet's responses.

Was your original account fully verified?

Yes my original account was fully verified and I used it for about 8 months.

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?

With both my accounts I did enter the personal information manually when I registered.

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?

The last time I accessed my second account was the eleventh of June and then my account got closed and I won a bet but they said the bonus was canceled because of my account that got closed.

Thank you for your email. However, we cannot accept the pictures you provided as evidence. Please send me your account closure requests and your refund requests in the original .eml format as email attachments. I appreciate your time and cooperation.

Dear Veronika,

Thank you for clarifying.

I understand. I will provide the original emails in .eml format rather than screenshots.

I will send you the account closure requests and refund requests that I still have available, together with the relevant responses from GXBet, as original email attachments.

As mentioned previously, GXBet repeatedly responded that the matter had been forwarded to the relevant department and was being investigated. Despite the considerable amount of time that has passed, I have still not received a substantive resolution to my complaint.

Kind regards

Dear David87,

Thank you for sending me the .mbox file containing your emails. I can see that the communication included in this file starts on 24 February 2026. However, the earlier emails containing your account closure requests are not included in the file you provided.

Among the images you previously sent me, there are three screenshots dated in 2025. However, these images are named "ChatGPT Image", and the corresponding emails are not included in the .mbox file you subsequently provided. This raises serious concerns regarding the authenticity and reliability of these screenshots. As we are unable to verify that these messages are genuine and were actually sent to the casino on the dates shown, we cannot accept them as reliable evidence in this complaint.

Furthermore, the alleged emails from 2025 either do not explicitly mention a gambling problem or addiction as the reason for your account closure request, or appear to have been sent only after the losses in question had already occurred. Based on the verifiable evidence available to us, we therefore cannot establish that the casino was informed of your gambling problem before you made the deposits and incurred the losses in question.

Unfortunately, without reliable evidence demonstrating that you informed the casino of your gambling problem before the disputed losses occurred, we have no grounds to request that the casino refund these losses.

For the reasons outlined above, we are unable to proceed with your complaint and it will now be rejected.

Thank you for your understanding. I am sorry that we could not be of more help on this occasion.

Best regards

Veronika