The player from Germany requests assistance in enforcing a permanent self-exclusion from the casino, citing his gambling addiction and previous unsuccessful requests for closure. Despite his VIP status and multiple declarations of his inability to control his gambling behavior, the casino has reopened his account and continued to offer promotions, resulting in significant financial losses exceeding €4,800.
X3Bet Casino - Player's account has been closed, seeking permanent self-exclusion.
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Waiting for Casino Guru to reply
6d 13h 31m 31s
X3Bet Casino
Safety Index 5.9 Below averageCase summary
Discussion
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2 days ago
Translation
Dear Casino Guru Team,
I request your assistance as a mediator in a case where a casino has failed to implement my repeated requests for permanent self-exclusion for months, despite my explicitly stated gambling addiction.
I have been a customer of the casino for quite some time and have VIP status. Even before June 2026, I repeatedly requested that my account be permanently closed due to my gambling addiction. After the account was finally blocked, it was easily reopened with a single message to customer service.
Since June 5, 2026, I have again and unequivocally demanded a permanent self-exclusion. I have repeatedly explained that I can no longer control my gambling behavior and do not want a temporary break, but a final and irrevocable ban.
Instead of implementing my request, I was repeatedly asked about my reasons, even though I had already explicitly stated my gambling addiction. I was offered temporary breaks, improvements to my gaming experience, and further bonuses. I was also informed that a permanent self-exclusion would result in the loss of my VIP status and future benefits. Once I insisted on a permanent self-exclusion again, my messages were no longer answered.
I consider this approach extremely irresponsible in dealing with an obviously vulnerable player. Due to my addiction, any further access to a gaming account represents a significant financial risk. Since my renewed self-exclusion request on June 5, 2026, I have made further deposits and lost a total of more than €4,800. During this period, the casino continued to offer me deposit and bonus offers.
Therefore, I request Casino Guru's assistance with the following points:
- Immediate and permanent suspension of my gaming account due to gambling addiction.
- Exclusion of any future reopening of the account.
- Stop sending all advertising, bonus and marketing messages.
- Examination of a claim for reimbursement of losses exceeding 4,800 euros incurred since June 5, 2026, as the casino allowed further access and gambling despite my clear self-exclusion requests.
Due to the losses incurred, I have now gotten into considerable financial difficulties and had to borrow money from friends and relatives.
As evidence, I attach my correspondence with the casino as well as the transaction overview since June 2026.
I sincerely hope that you can help me to finally enforce the permanent self-exclusion and reach a reasonable solution with the casino.
PS: Since there are several files, I would like to send them to me as a ZIP file via email. Please provide me with an email address for this purpose.
Best regards
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
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12 hours ago
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12 hours ago
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with X3BET (https://x36et.com/de/). Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please provide the timeline of events? Specifically, when did the casino reopen your account, and when was your last deposit made?
- Could you please confirm whether you currently still have access to your account?
- Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
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,
Attila
Casino Guru is examining the case
Attila is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
