X3Bet Casino - Player seeks support for self-exclusion request.

Hi,

I contacted the chat on x3bet on 31st July asking to be self excluded, they told me to email so I did, they replied saying I had other options like setting a deposit limit and I replied saying no just self exclude me please. They replied with the same email again and totally ignored my request. On Saturday 8th August I deposited £463.38 as they had not self excluded me even though I pretty much begged them. I sent them an email today asking for my transactions for Saturday not to be collected from my bank as they should have self excluded me when I asked and they have ignored my email.

Please help

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: you can contact Support Service Team via e-mail:

support@x3bet.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

• What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling problems?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Could you please confirm whether you currently still have access to your account?

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,

Attila

Hello,

I have just looked at my bank and it's ocerdrawn by £40.22.Another payment was taken out today for £25.74 and currency conversation charges which has left me overdrawn by £40.22.

I can only assume that £25.74 was, delayed from Saturday 8th as I haven't used x3bet since Saturday , however my bank have allowed me to give overdrawn by allowing this payment

This is what my account says now, I tried logging in to see if they have finally self excluded me

Thank you for your reply. Could you please confirm the exact date when you first disclosed gambling related problems to the casino? Additionally, could you please attach receipts of the deposits made following your self-exclusion request?

Thank you for your patience and cooperation.

Hi,

I never received any receipts for any deposits made. I first contacted X3bet on 31st July via chat asking to exclude, as I had a gambling issue.

Please see emails

And

I just have, screen shots, from my bank account

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 Tassy

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from X3Bet Casino to join this discussion and provide their comments regarding the matter.

Dear X3Bet Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

That's great thankyou