The player from Austria reported that the casino X3bet had ignored his self-exclusion request despite his admission of gambling addiction, allowing him to deposit a total of €2,220 after he had sought to block his account. He demanded a refund of all deposits made after his initial request to block the account, citing the casino's violation of responsible gambling guidelines. We investigated the case and found that the casino acknowledged the player's gambling addiction disclosure but argued that no formal closure request had been made via email, and that the player had continued to engage voluntarily with the platform. After further review and pressure from us regarding responsible gambling obligations, the casino agreed to refund €1,774 of the deposits made after April 14, 2026. The refund was processed by the casino's Payments Team, and the player confirmed the resolution, leading us to close the complaint.
X3Bet Casino - Player's account ignored self-exclusion request.
Case closed
Amount: €2,220
X3Bet Casino
Safety Index 5.9 Below averageCase summary
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.
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.
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Stay safe.
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
TranslationDear 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,
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.
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
TranslationHello Attila,
Thank you for your message. Since the requested documents (blocking request and deposit slips) contain personal data, I have just sent you all available supporting documents by email to attila.g@casino.guru sent.
Best regards
Dear Rolexesh,
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,
Attila
Dear Rolexesh,
I am sorry to hear about the issue you are experiencing with the casino. I will do my best to help resolve the matter promptly.
At this point, I would like to seek further clarification from the casino.
Dear X3Bet Casino,
Thank you for your response. I would greatly appreciate it if you could provide further clarification or insights regarding the account closure request that was escalated to the VIP Management team. What were the results of the process? Additionally, I would like to know your thoughts on the player's email dated April 14, 2026, in which they expressed concerns related to gambling addiction. Thank you in advance for your cooperation and for providing any relevant information.
Dear Munya,
Thank you for your continued cooperation and for the opportunity to provide further clarification regarding this case.
We would like to address the specific points raised regarding the April 14 email.
On April 14, 2026, the player sent two email messages. In the first one, the player mentioned that as the account was not closed due to gambling-related concerns, and stated that their lawyer would be in contact. In the email message, the player formally demanded a full reimbursement of all losses incurred on our platform between January 1, 2026 and April 14, 2026, citing legal grounds related to Austrian licensing regulations and gambling addiction.
It is important to note that neither of these emails constituted an explicit account closure request. The correspondence was focused primarily on a legal refund demand and a threat of legal action — not a formal self-exclusion or closure request. We would also like to clarify that these emails represented the first formal email written communication received from the player on this matter.
I would also like to highlight an important aspect of our internal procedures: account closures cannot be processed through live chat. All such requests must be submitted via email and are handled accordingly by the relevant team. This is a standard process in place to ensure that closure requests are properly documented and actioned.
Our agent responded on April 16, 2026, addressing the refund demand in full and in accordance with our Terms and Conditions, specifically:
• Section 6.6 – The company generally does not refund funds that have been successfully deposited into the player's account, as deposits are considered complete once processed by the payment provider.
• Section 6.6.2 – No refunds are possible once deposited funds or associated bonuses have been used for betting, as these are considered part of the gaming service provided.
Also, we will provide further information regarding this case and the account closure request escalated to the VIP Management team once the review process has been completed.
Kind regards,
X3Bet Casino Support Team
TranslationThank you for your further statement from X3Bet. The casino's reasoning is absolutely unacceptable from a responsible gambling perspective and contradicts the actual facts.
1. The revelation of gambling addiction on April 14th: The casino itself admits that I explicitly mentioned the topic of gambling addiction in my email on April 14th. According to worldwide player protection guidelines – which casinos rated by Casino Guru must also adhere to – mentioning gambling addiction or problematic gambling behavior is an unmistakable warning sign. The casino cannot hide behind bureaucracy and claim that no 'formal request for closure' was received. To protect the player, the account should have been temporarily frozen immediately on April 14th.
26 weeks of inactivity – account was open until May 29th:
In its statement, the casino refers to 'internal procedures' and 'verification processes'. However, the reality is this: despite the clear addiction report on April 14th, my account was deliberately kept open for weeks. It was only finally closed yesterday, May 29th, 2026! The casino thus watched for over six weeks as a self-proclaimed addicted gambler continued to deposit funds instead of fulfilling its duty of care.
3. Exploitation of addiction through bonus offers:
The fact that the account was deliberately kept open is also demonstrated by the support team's behavior: The casino (as they themselves admitted) sent me active bonus offers on April 18th and April 28th. Even worse: My screenshot from May 1st (image_29.png) proves that I desperately asked in the chat why the account wasn't closed, and support subsequently offered me a cashback bonus. Giving bonuses to a demonstrably addicted player to keep them on the platform is highly manipulative (predatory behavior).
4. Objection regarding the live chat:
The casino is now suddenly claiming that account closures via live chat are fundamentally impossible. This directly contradicts their initial statement, in which they said that the chat on April 9th and 10th was "forwarded to the responsible VIP team" and only failed because I "left the chat." My screenshots from April 9th (image_24.png) and April 29th (image_27.png) clearly show that support simply ignored my multiple, unambiguous account closure requests in the chat.
Conclusion:
The casino has been officially aware of my gambling addiction since April 14th. I repeatedly requested that they close my account starting April 9th. Despite this, they kept my account open until May 29th, exploiting the situation and encouraging me to continue playing with bonuses while I was losing control. I therefore urge the Casino Guru team to sanction this serious violation and fully support my claim for a refund of all deposits.
Best regards,
X3Bet Casino
Thank you for your response and clarification. I greatly value your cooperation and believe that, in the same spirit, we will be able to resolve this matter.
It is clear that the player explicitly disclosed a gambling addiction in their email of 14 April 2026 (even if the email was intended to claim a refund, as you wish to emphasise). I would appreciate your comments on what responsible gambling measures were implemented immediately after this disclosure.
Additionally, may I know why the account remained active until 29 May, despite the issue having been escalated to your VIP Management team some time ago, and what finally prompted its closure?
These points are crucial, as allowing a clearly addicted player to continue depositing and receiving bonuses raises serious concerns regarding your duty of care and responsible gambling obligations.
Dear Munya,
Thank you for your continued cooperation and for the opportunity to address the points raised.
We would like to reiterate that at all times our team followed the correct internal procedures in handling this account. When the player contacted live chat on April 9 and 10, the matter was promptly escalated to our VIP Management team in line with standard protocol. After that player contacted us on 14 of April. Regarding the April 14 email, our agent responded in full accordance with our Terms and Conditions (Sections 6.6 and 6.6.2), as the communication was focused on a legal refund demand rather than a formal self-exclusion request. Our team acted in good faith and in compliance with our published policies throughout.
We take responsible gambling extremely seriously, and all interactions involving gambling-related concerns are treated with the utmost care by our team.
That said, having reviewed this case at a management level and in appreciation of the player's expressed concerns regarding problem gambling, our management team has made the decision, to refund the amount of €1,774 — representing the deposits made from April 14, 2026 onward.
We hope this demonstrates our commitment to player well-being and our willingness to act in the best interest of our players where concerns of this nature are raised.
Kind regards,
X3Bet Casino Support Team
X3Bet Casino
Thank you very much for deciding to issue a refund to the player. This decision truly reflects positively on your brand. I would greatly appreciate it if you could provide guidance on what is expected from the player to ensure the refund process is completed smoothly.
Dear Munya and Rolexesh,
We would like to inform you that the refund task has already been created and transferred to our Payments Team for processing. The approved refund amount will be credited back to your original payment method.
At this stage, no further action is required from your side. Should our Payments Team require any additional information to complete the process, we will contact you accordingly.
We appreciate your patience and understanding and will keep you updated on the progress.
Kind regards,
X3Bet Casino Support Team
X3Bet Casino
Thank you very much for being so forthcoming. I will await the player's confirmation once they receive the refund. the refund.
TranslationIf you haven't received anything yet - it takes quite a long time
Rolexesh
I am sorry, I did not understand your last message. Kindly clarify what you wished to communicate.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Rolexesh,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Munya
