X3Bet Casino - Player's winnings have been confiscated.

Good morning, I am asking for a refund of the amount of 1050.The case has been ongoing since May, please consider the matter immediately.

I would like to add that the casino took all my winnings because some of the data was read incorrectly by mistake. I did not receive a refund of my winnings or my deposit.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with X3bet

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain in more detail the basis on which you are asking the casino to refund you money?
• Could you please explain what information was incorrect?
• Did the casino request any documents from you during the verification process? Which ones?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your reply.

If you entered your name and surname in the profile of the casino incorrectly, deposited and played, we might not assist you, since, from our perspective, you are obligated to provide accurate information upon registration. We can't conclude that you are eligible for a refund of the deposit if you broke this casino rule. Kindly explain whether you deny these accusations and provide evidence of the incident so we may review the situation.

My email is tomas@casino.guru

I am following up on the matter; details are in the email.

Thanks for your reply.

I apologize; however, we are unable to confront the casino based on the information you have provided so far. Please share any evidence of the incident, such as your communication with the casino you refer to in your posts. Send the information to my email at tomas@casino.guru

I will sent a e-mail

Thanks for your reply.

I apologize, but the screenshots you sent to me are insufficient to determine whether our help is needed. Kindly include messages in which the matter is discussed, as that would help us determine the root cause of the issue.

You wrote that you are requesting a refund of your deposited funds.

• Were the funds used for gambling or remain unspent on your player balance?
• Did the casino agree with your refund request?
• Could you please share the communication in which it was determined that there is a discrepancy between the personal information on your documents and the information in your player profile?
• Could you please explain what the discrepancy is?

Looking forward to your reply.

I will sent a email

I have not received the refund of the amount of 1050 that was in play. I was informed that in the event of a win, I would not receive a refund of the entire amount, but only the funds that I deposited — which was exactly the amount of 1050. Initially, contact with Xbet was possible, but over time they stopped responding to my messages. They agreed to pay out the funds due to me, but so far I have received neither the money nor any response. Furthermore, I have been blocked, which means I have no way of contacting them further. I consider this situation unacceptable. I expect the matter to be clarified and the refund of the amount of 1050 due to me, the payout of which was previously agreed to.

Hello Tomas and pampa123,

Thank you for your cooperation and your time.

Following our review, the player was unable to complete the verification process because there was a mismatch in the personal information on the account. Under our Terms and Conditions, an account that does not pass verification is closed. As only one account may be created per household and verification documents should match with the player's account information.

We informed the player that the deposited funds would be returned, and the refund has been completed in two transactions:

€450 was returned as a reversal of the original deposit.

€600 was sent as a new transaction.

The player's bank statement shows the €600 payment. The €450 deposit is not visible there as an incoming transaction, because that amount was reversed back to the original payment method rather than paid out as a new transfer.

Please let us know if you need any further records.

Kind regards,

X3Bet Compliance Team

Thanks to both parties for your replies.

Dear pampa123,

• Could you please comment on the casino's response?
• Have you received the refund already in your bank account/wallet?
• Was your personal information used upon registration inaccurate?

Looking forward to your reply.

The funds were paid via an intermediary.The intermediary did not send me any money.

The matter has been ongoing since May.

Why didn't x3bet ask me to provide account details so they could transfer the money?

My data was partially incorrect.

Thanks for the confirmation.

Could you please explain in more detail the discrepancy between the personal information on your account and your correct personal information?

Please provide a detailed explanation to my email at tomas@casino.guru

If you decide to provide the details here, your post will be made private, so no information will be displayed publicly.

I will sent a email

Unfortunately, when I was entering the information, I didn’t notice that Google had automatically filled in different details. It was simply an honest mistake due to my lack of knowledge and the fact that I didn’t notice it at the time.

I should add that the casino's live chat promised to correct this information.

Thanks for your reply.

Sadly, depositing and playing on a player's account is strictly prohibited in all online casinos that ask for personal information from you, and it puts us in a situation where we can't assist you.

According to our fair gambling codex, you should only register and use your account with accurate and verifiable information.

https://casino.guru/guide/fair-gambling-codex-for-players

Only use your own name and correct personal details (address, contact information, etc.) when creating a casino account.

We strongly recommend that you pay close attention to the personal information you use for registration in the future to prevent similar issues. If you notice a mistake, make sure to correct the information before depositing and playing on your own or with the help of support.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.