The player from Austria reports that the casino X3bet ignored his self-exclusion request despite his admission of gambling addiction, allowing him to deposit a total of €2,220 after he sought to block his account. He demands a refund of all deposits made after his initial request to block the account, citing the casino's violation of responsible gambling guidelines.
X3Bet Casino - Player's account ignored self-exclusion request.
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X3Bet Casino
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4 days ago
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:
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3 days 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.
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3 days 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
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.
