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.

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