X3Bet Casino

Public

Rolexesh

Silver

Austria

Public

4 weeks ago

Original

Translation

Self-exclusion ignored despite reported gambling addiction – x3bet13.com

Complaint text:

Dear Casino Guru Team,

I am filing a complaint against X3bet (x3bet13.com/at/) because the casino ignored my explicit report of gambling addiction and subsequently accepted further deposits totaling €2,220.

The sequence of events (evidence is attached):

April 9, 2026: I repeatedly requested in the live chat that my account be blocked. VIP support engaged me in conversations and delayed the blocking.

April 14, 2026: I sent an email to VIP support and explained unequivocally: "I suffer from gambling addiction."

April 16, 2026: The casino (employee "Mladen") confirmed receipt of my message in writing but refused a refund based on their terms and conditions. Despite my known addiction, my account was not blocked.

Consequences: In the following weeks (until May 1st), the casino allowed further deposits, even though my addiction was known to the VIP team.

The casino has massively violated the guidelines for responsible gambling. Internal terms and conditions do not override the duty of care in cases of gambling addiction.

Since AskGamblers rejected the complaint because the casino did not send me a formal "confirmation of exclusion" (precisely because they allowed me to continue playing unlawfully!), I am now turning to you.

I demand a refund of all deposits (€2,220) made after my initial blocking request on April 9th.

I am attaching the chat logs, the addiction email from April 14th, the casino's response from April 16th, as well as my deposit history and profile data as evidence.

I have all the evidence in front of me and can gladly send everything by email - unfortunately, I couldn't do it all.

Automatic translation:

Public

Attila

Complaint Specialist

Public

4 weeks ago

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Public

Attila

Complaint Specialist

Public

4 weeks ago

Dear Rolexesh, thank you very much for submitting your complaint. I am truly sorry about your negative experience with X3Bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm when was the last time you have made a deposit into your account?
Could you please confirm whether you have passed the KYC verification in this casino?
Could you please advise whether you currently still have access to your account?

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

Public

Rolexesh

Silver

Austria

Public

3 weeks ago

Original

Translation

Dear Attila,

Thank you very much for your help. Here are the answers to your questions to clarify the matter:

1. Last deposit: My last deposit was made on May 1, 2026. A total of €2,220 has been deposited since my first closure request on April 9.

2. KYC verification: not completed. I was listed as a VIP member. My personal details were stored in my profile, and the casino accepted deposits of this amount without further restrictions.

3. Account access: Yes, I still have access to my account. Despite my explicit report of a gambling addiction, it has not been blocked to this day.

Summary of the main problem:

I informed the casino via email on April 14, 2026, that I suffer from a gambling addiction. An employee named Mladen replied to this email on April 16. This proves that the casino was aware of my addiction. Nevertheless, my account was not blocked, and deposits continued to be accepted.

Since the casino has massively violated its duty of care, I demand a refund of all deposits since the time I requested the suspension, totaling €2,220.

All supporting documents (addiction email, casino response and deposit list) are attached to this complaint.

Best regards,

Automatic translation:

Public

Attila

Complaint Specialist

Public

3 weeks ago

Thank you very much for your response. In order for us to proceed with this complaint, could you please provide the following information?

Could you kindly forward your self-exclusion request from April 9? You can reach me via email at attila.g@casino.guru, or you may also post screenshots here.
Could you please attach proof of your deposits made after April 14?

Thank you for your patience and cooperation.

Public

X3Bet Casino

Casino representative

Public

3 weeks ago

Dear Rolexesh,

Thank you for submitting this complaint, and we appreciate Casino Guru for the opportunity to respond.

We have conducted a thorough review of all interactions associated with this account and would like to provide the following factual clarification.

Regarding the April 9 and April 10 requests — the player contacted our live chat on these dates requesting account closure. On both occasions, our agents followed standard procedure by escalating the matter to the dedicated VIP team, which handles all account management requests for VIP-level players. The player disengaged from both chat sessions before the process could be completed. A closure cannot be actioned on a chat session that the player has abandoned.

Regarding the April 14 email — the player sent an email to the VIP team referencing gambling concerns and requesting a refund. Our team responded on April 16 in accordance with our Terms and Conditions, specifically Sections 6.6 and 6.6.2, which clearly state that completed deposits that have been used for wagering are not eligible for refund. This response was sent in good faith and in line with our published policies.

At this stage, the account closure process had been escalated internally for handling by the VIP account management team.

Regarding subsequent interactions — on April 18, the player contacted our support team regarding missing bonuses. During this conversation, the player engaged actively with our VIP account manager, negotiated bonus offers, accepted a €100 loyalty credit, and confirmed they were satisfied with the outcome. The player made no reference to wishing to close their account during this interaction and continued to engage positively with the platform.

On April 28, the player again contacted support. During this session, the player accepted a €30 no-deposit bonus offered by our team and confirmed receipt. Again, the player's engagement during this session was voluntary and active.

It is important to note that throughout this period, the player continued to log into the platform, make deposits, accept bonuses, and engage with promotional offers of their own volition. This pattern of behaviour reflects a player exercising autonomous and informed choice over their account activity.

We take responsible gambling seriously and all self-exclusion requests are treated with care. Where a player disengages from a closure process or subsequently continues to engage with the platform voluntarily, our team follows escalation procedures accordingly.

Should the player wish to proceed with permanent account closure at this time, we will action this immediately upon confirmation.

We remain available to Casino Guru for any further questions.

Kind regards,

X3bet Casino Support Team