X3Bet Casino - Player’s account closure request is ignored.

I have a gambling habit. I am on all of the gamban uk tools however I found this site x3bet and it has torn my life apart financially and emotionally. What started out as fun turned into spending thousands.

since April I have messaged them 10-20 times asking to close my account and in this time I have deposited £17000. I have even told them I have a gambling problem and they offer me bonuses which of course I accept or they tell me to email them which I do and I get no success. I have screenshots of these.

i do also remember a time i asked to close my account they took ages to respond and only closed it when i had pending withdrawals they did close my account but i messaged them straight back as obviously wanted my money and they opened my account

Ive been trying to close my account since April. They allow you to use credit cards and it’s very much a scam. I am seeking help with my addiction but i have been absolutely exploited by this site for my problem. I really need your guys help getting back this money because I have literally found it impossible to delete the site from my phone or close my account. I have many more screenshots I just need your help😪

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Dear Barrettio,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"Self-exclusion request: you can contact Support Service Team via e-mail: support@x3bet.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts"

To better understand your case, could you please clarify a few points?

• Did you also try to contact support through this e-mail regarding your self-exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Thanks Karla,

I today have been informed they have now closed my account due to casino guru investigation.

it’s nice to see this is the extent X36et have to be pushed to, to close an addicts account.

Are you able to pass me on an update on this and whether any compensation will/is being sought?

Dear Barrettio,

Thank you very much for the update. I am glad to hear that your account has now been closed.

To properly review your case and the deposits made after your self-exclusion requests, could you please send me all available evidence related to your attempts to self-exclude from the casino, particularly:

• Copies or screenshots of all requests in which you asked the casino to close or self-exclude your account and clearly mentioned your gambling problem/addiction.
• Any responses you received from the casino to these requests.
• Any communication where the casino offered you bonuses or encouraged you to continue playing after you had informed them about your gambling problem.
• Any other relevant communication with the casino regarding your account closure or self-exclusion.

Please make sure that the dates of the communication are visible, wherever possible.

You can attach everything directly here in the complaint thread or send it to me at karla.m@casino.guru.

Thank you very much for your cooperation. This evidence will help us establish the timeline of your self-exclusion requests and assess the case further.

Karla M.

Good morning Karla,

I did send some bits across on email however I will send these again which are screen recordings with my chats.

What you will see on these is when I mentioned my addiction they tried to persuade me out of it. Saying I still had active withdrawals offering me deposit limits. That was back in the end of June.

Due to X36et lack of effort when I made my disclosure in June i further didn’t mention it after June however did constantly ask them to close my account. Which never happened.

i was clearly an addict from my transactions and messages to X36et and they have done nothing to help control my gambling habit. The evidence of this. I will send across on email.

thanks again for your help

Ross

Dear Barrettio,

Thank you for your reply.

Unfortunately, I have not been able to locate the email you mentioned sending to me.

Could you please confirm the email address you sent it from, the approximate date and time it was sent, and the email address you sent it to? If possible, please also let me know the subject line of the email.

Additionally, could you please resend the email together with the screen recordings and any other relevant evidence so I can locate and review everything?

Thank you very much for your cooperation.

Karla M.

Dear Barrettio,

Thank you very much. I have now received your email.

Unfortunately, many of the attached documents and files are currently unreadable or inaccessible on my end. While we are trying to access and review them, could you please send me a screenshot of the self-exclusion request in which you clearly informed the casino about your gambling problem/addiction?

This is a key piece of evidence for assessing your case, so please make sure the date of the request and its content are clearly visible in the screenshot.

Thank you very much in advance for your cooperation.

Karla M.

these are the initial chat closure requests. I will further add the email chain in the next post.

Hello Barrettio,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Barrettio and Karla,

To confirm, before we are able to move forward with reviewing the circumstances of your account closure and self-exclusion requests, we first need your account verification to be completed. As previously communicated to you via email.

Please send these documents directly to us at your earliest convenience so we can proceed with our review of your case.

Thank you for your cooperation.

Kind regards,

X3BET support team

Dear x3bet, this has now been completed however I am unsure why verification is needed since I have been depositing and withdrawing on your site for many months prior to my account being eventually closed.

I look forward to your reply.

Dear Barrettio,

Thank you very much for your patience and for providing the additional information.

If you would like to proceed further with your complaint, could you please send me all the documentation and evidence related to your case again, preferably in the best available quality? Unfortunately, several of the screenshots previously uploaded to the complaint thread are difficult to read due to their image quality.

Please make sure that the dates and the full content of the communication are clearly visible, particularly your self-exclusion/account closure requests, any messages where you informed the casino about your gambling problem, and the casino’s responses. My email karla.m@casino.guru.

Karla M,

Hi Karla, I can view all attachments perfectly fine on my mobile phone on both email and on here.

i will resend all information in one email once again and hopefully you can see it this time

Hi Karla this media has been sent to your email.

many thanks

Dear Barrettio,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya,( munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Barrettio

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from X3Bet Casino to join this discussion and provide their comments regarding the matter.

Dear X3Bet Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

Hello Munya and Ross,

Thank you for your message.

We have already informed Ross that the account verification must be completed before we can proceed with the review of his case. We have also informed him by email of the documents we need him to send.

Ross, please check your email, including your spam or junk folder, and send the requested documents by replying to that email so they are linked to your case.

Once we receive the documents and the verification is complete, we will continue with the review and update about the case.

Kind regards,

X3BET Support Team

Dear X3Bet Casino

Thank you for your response and making clear the way forward.

Barrettio

Please take note of the casino's communication and act as advised. Let me know in case you encounter any challenges in submitting the requested documents. Also, kindly let me know once you have submitted the documents.

Dear Munya and X3bet.

This email with verification documents has been sent.

I am also not happy with the pressure X3bet has applied on me stating I have 24 hours to respond otherwise they will close the complaint.

it took them 8 days to respond to my initial complaint but expect me to respond in 24 hours.

nether the less the quicker this is resolved the better!

X3Bet Casino

Now that the player has submitted the requested material, I kindly ask for your expedited intervention. I look forward to your update.

Hello Munya and Ross,

Thank you for your message.

We confirm that we have received the verification documents from Ross and our team is currently checking them. As soon as our review is finished, we will inform you about the outcome and the next steps.

Thank you for your patience.

Kind regards,

X3BET Support Team

X3Bet Casino

Thank you very much for your confirmation. I will look forward to your update.

Hello Munya and Ross,

Thank you for your patience.

We confirm that Ross's account verification is now complete. We are moving on to the investigation of the circumstances of his account closure and self-exclusion requests, and we will inform you about the outcome as soon as the review is finished.

Kind regards,

X3BET Support Team

X3Bet Casino

Thank you for your update. I appreciate the progress being made on the case from your end. I will patiently await your next update, which I trust will be forthcoming soon, considering the timing of your last message.

Hello Munya and Ross,

Thank you for your patience. We have completed our investigation and would like to share the results, with the full timeline of the player's contacts.

Timeline of the account closure requests. First we would like to inform that account closure can be done only via email, it is not done by the agents in chat.

27 April: The player asked to close his account. The account was closed per his request.

3 May: The player asked to reopen the account. It was reopened per his request.

2 June: The player asked for permanent closure or a one-year self-exclusion. Our team replied with the available responsible gambling tools (deposit limits, temporary break, cooling-off period, permanent self-exclusion and additional restrictions) and asked him to tell us how he wished to proceed. The player did not reply.

15 June: The player asked for the account to be closed forever, giving the reason "spending too much and not winning enough." We again presented the same tools and asked him to confirm in writing how he wished to proceed. The player did not reply.

30 June: The player repeated his closure request, and the account was closed. He then asked whether his pending withdrawals would still be paid and whether he could reopen the account. The account was reopened the same day, at his request.

17 July: The player asked for permanent closure. We asked what led to this decision, and he did not reply.

30 July: The player asked for the account to be removed forever. We asked for his feedback and offered the responsible gambling tools. The player replied that he wished to retract the request and keep the account open.

21 August: The player asked for closure and stated for the first time in writing that he had a gambling problem. In line with our Terms and Conditions, the account was closed within 24 hours, on 22 August.

Our position

Closure requests and gambling problem disclosures are different things. In every case where the player clearly asked for closure and confirmed it, we closed the account (27 April and 30 June). We also reopened it each time he asked.

Our replies were not an attempt to prevent the closure. The messages after 2 June, 15 June, 17 July and 30 July were responsible gambling follow-ups. They offered tools and asked the player to confirm his intention, and in several cases he did not respond. On 30 July he explicitly asked to keep the account open.

The player's own actions contradicted his requests. He reopened the account twice, once because of pending withdrawals, and withdrew his closure request on 30 July. We could not treat these as clear, final self-exclusion requests.

The first written statement of a gambling problem was on 21 August, and the account was closed on 22 August, within the 24 hours stated in our Terms and Conditions.

Our Responsible Gambling Policy states that self-exclusion requests should be sent by email to our support team, and that is the channel through which they are handled. Requests made only through live chat could not be processed as formal self-exclusions.

For these reasons, we believe we acted according to the player's instructions and our policy at each stage. We remain ready to provide the chat and email transcripts for any of the dates above if you need them.

Kind regards,

X3Bet Support Team

Good afternoon,

Thank you for sharing X3Bet’s response. I would like to formally challenge several aspects of their findings, as I do not believe their timeline accurately reflects what happened or adequately addresses my complaint.

1. X3Bet was aware of my gambling problem on 30 June 2026

X3Bet has stated that my first written disclosure of a gambling problem was on 21 August 2026. However, this does not address the conversations I had with their live-chat team on 30 June 2026, during which I explicitly disclosed that I had a gambling addiction.

I have attached screenshots of this conversation. I also further asked the agent on 4th September 2026 referring to knowing about my addiction I directly challenge the agent by asking, "Were you not already aware?" and referring them to the conversation dated 31 June 2026, in which I explicitly stated that I had a problem. The agent then acknowledges my point, stating: "You’re right to point that out," and confirms that they will review the previous notes and conversations.

This evidence is important because X3Bet’s response presents 21 August as the first time it became aware of my gambling problem. Their own live-chat correspondence indicates that previous conversations and notes existed which were relevant to that issue.

2. My account was reopened without adequate consideration of my disclosed addiction

On 30 June, my account was closed following my request. I subsequently asked whether my pending withdrawals would still be paid and whether my account could be reopened.

X3Bet states that it reopened my account that same day at my request. However, I maintain that I had already disclosed my gambling addiction to its live-chat team.

Despite this, my account was reopened without any meaningful assessment of my gambling-related concerns being brought to my attention, and I was able to continue depositing and gambling.

I understand that I requested the account to be reopened. However, I believe it is important to distinguish between my request to access pending funds and the separate issue of whether X3Bet had adequately considered the gambling problem I had disclosed before allowing me to resume gambling.

I ask Casino Guru to investigate what checks, if any, were carried out before the account was reopened, what information was available to the relevant staff, and whether appropriate safeguards should have been completed.

3. My repeated closure requests were warning signs that should be considered together

X3Bet’s response lists numerous requests to close my account, including requests on 2 June, 15 June, 30 June and 17 July, as well as my request on 30 July to remove the account permanently.

These were not isolated events. They formed a repeated pattern of me attempting to stop gambling and expressing concerns about my spending.

On 15 June, I specifically referred to spending too much and not winning enough. I also repeatedly asked for permanent closure.

I accept that I subsequently changed my mind on certain occasions. However, I believe X3Bet is placing too much emphasis on these reversals while failing to consider the wider pattern of behaviour and the addiction disclosure I made on 30 June.

Changing my mind about closure does not establish that I did not have a gambling problem. In my view, the repeated attempts to stop, followed by returning to gambling, should have prompted closer consideration of my circumstances.

4. The distinction between a formal self-exclusion request and knowledge of gambling harm

X3Bet argues that formal self-exclusion requests could only be processed by email and that closure requests and disclosures of gambling problems are different things.

Even if X3Bet’s policy required self-exclusion requests to be submitted by email, this does not resolve the separate question of how it responded when its live-chat staff were informed of my gambling addiction.

My complaint is not limited to whether a particular request complied with the casino’s preferred procedure. It also concerns what X3Bet knew about my circumstances, what action it took in response, and whether it was appropriate to reopen my account and permit further gambling.

on multiple occasions it brought me to tears that I could not stop gambling. And I’d say to my self ‘how can I close my account for good’ because I found it impossible to do so. X3bet took a long time to action closure requests and these can just be undone in a few seconds this goes for their responsible gambling tools. My behaviour is clearly desperate and I am confident that x3bet knew about my issues and exploited it.

5. Request for a fair assessment of my losses

My complaint concerns the money I lost after I disclosed my gambling addiction and X3Bet subsequently allowed my account to remain available for gambling.

I am seeking a fair resolution that takes account of the evidence and the circumstances in which those losses occurred.

Dear X3Bet Casino,

Please provide the original records supporting your findings so I can reconcile them with the player’s screenshots showing an explicit gambling-addiction disclosure to live chat.

Please send:

The complete conversation attributed to 30 June, including timestamps, preceding messages, and any instructions to submit or confirm the request by email.

The related closure and reopening records, including the requests and responses, showing when deposits and gambling were disabled and subsequently restored.

The account ledger from 30 June until final closure, including opening and closing balances, deposits, completed withdrawals, gambling results, and adjustments, with currencies identified.

Please specifically explain how the exchange with Andrew was considered when concluding that the first gambling-problem disclosure occurred on 21 August.

You may send these records privately to munya.s@casino.guru, quoting complaint 225183.

Hello Munya,

Thank you for your message.

We have sent you the chat transcripts and the related records privately to munya.s@casino.guru, quoting complaint 225183.

Please review them, and if anything more is needed, let us know and we will provide it.

Kind regards,

X3BET Support Team

Dear X3Bet Casino,

Thank you for sending the records. I have reviewed them, but the central conversation and financial records remain outstanding.

Please provide:

- The complete conversation with Andrew shown in the player’s screenshots, including the statement "I have a gambling addiction," its original timestamps, and any instructions given about submitting the request by email. The June 30 transcript supplied concerns a different conversation with Vincenzo and Dave. If you cannot locate Andrew’s exchange, please explain what records were checked.

- The previously requested account ledger from June 30 until final closure, including balances, deposits, completed withdrawals, gambling results, adjustments, and currencies.

- A correction or explanation of your statement that the player did not reply on June 2. Your transcript records a reply requesting permanent closure or a one-year exclusion without reopening.

Please also address Dave’s statement that closure would void pending withdrawals when explaining the subsequent reopening.

You may send the remaining records privately to munya.s@casino.guru, quoting complaint 225183.