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

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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

more

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

Hello Tassy and Munya,

Before we can offer a solution regarding this case, please note that we require the verification documents previously requested from the player. Tassy kindly send these directly to us.

We have already sent an email regarding this request. Once we receive and review the documents, we will inform you about the investigation and outcome.

Kind regards,

X3Bet Support team

Tassy

Kindly take note of the casino's communication. Your cooperation in this regard will be greatly appreciated.

I have sent the documents requested to Nino at X3bet today and am waiting in a response.

X3Bet Casino

Now that the layer has submitted the required documents, I will be grateful to have your update on the case as soon as possible. Your cooperation and assistance will be highly appreciated.

My I'd and address have been accepted but the casino say the bank statements don't show transactions and they do.

The also want a statement with the card number on which don't show the, card number so I can't. I have emailed them back and also sent receipts or the transactions from my bank which show the card number.

Tassy

I am sorry that there are new issues to be resolved. Kindly rephrase so that I understand fully what the issue is with the bank statement, particularly the challenges you have in submitting it.

I have submitted my bank statements, but x3 bet are saying they, don't show the transaction and they do. Also they said they need the last 4 digits of the card in the statement but the bank don't include this. I did however send receipts that I downloaded from my bank for all the transactions which shows the last 4 digits of my card and, have asked x3 bet to cross referencebetween the, bank statements, and the receipts. Am still waiting for a reply but I feel that they are making, excuses.

X3Bet Casino

I would greatly appreciate it if you could share your concerns regarding the bank statement provided by the player, as it would help me gain a better understanding of the situation. Additionally, I would be thankful for your guidance on alternative documents that the player could submit if the bank statement does not include the card number. For example, could you please advise whether a confirmation letter from the bank, stating that the card number is associated with the bank account and belongs to the player, would be acceptable? Your assistance in this matter would be immensely appreciated.

Yet again they are asking me for bank statements which I have again provided.

I'm getting so stressed over this

please see screen shots of emails

Hi,

I have received a response from x3 bet they have now accepted my bank statements however they are still asking for confirmation of the details of my old card ending in 9530.i have told them I no longer have the card as it was replaced for a new one, I have contacted my bank to see if they can do me a letter to say that the card number belonged to me but they said that they cant do that. They also said that the receipts that I sent the company with the transactions on show the last 3 digits of my card so that should be enough. I just want this sorted out now as, it's really dragging on and I dint know what else I can do.

Tassy

Thank you for the update. I am glad that at least your bank statement was accepted. Regarding your old card, please go ahead and get a letter from the bank which testifies that indeed you owned the card. Let me know of the progress.

As I said I spoke to the bank and they cant help with that

I have attached a screenshot on the email that the bank have sent me.

This is the only thing that the bank have been able to do for me. X3bet wanted my name, address, email address, home address, date of birth and phone number on something showing my old card details that were used to deposit however the bank haven said that they csnt put all these personal details on due to GDPR, I have sent the email from my bank to the casino and I have explained that they are nit able to provide all of my personal information.

It shows the last 3 digits on my postcode, the last 4 digits if my bank account number, confirms that the card ending 9530 was, my previous card which I had cancelled on the 8th Aug and they will be, able to see the email that it was sent to (my email address).

Tassy

Thank you for the update. Could you forward the email to my email address (munya.s@casino.guru)?

I'll send it now

Hello Tassy and Munya,

Thank you for clarifying the situation regarding the old card ending in 9530 and the bank's confirmation email.

We will check internally what alternative verification options we can offer in this case, given that the bank is unable to provide a formal ownership letter, and come back to you as soon as possible.

Kind regards.

Kind regards,

X3Bet Support team

The bank have confirmed in the email I sent that the card number ending in 9530 belonged to me.

X3Bet Casino

Your assistance will be greatly appreciated. I look forward to your update regarding an alternative verification way, and hopefully your consideration of the bank's communication confirming the player's ownership of the card.

Hi munya please help.

I emailed the casino asking whats happening and someone called Thompson replied saying that my card details have been verified but they need statements still. Nino already emailed me and said my statements were accepted. Thompson said they wants statements showing the paymens on the 29th July but these stopped pending in my bank account and came out on the 4th Aug.

I'm getting really angry and stressed and feel as though they are just playing games with me. I have provided everything, Nino said my statements, id and proof of address have been accepted, and Thomas said proof of my previous card has been accepted so this should be sorted and it isn't.

Tassy

I apologize for the conflicting responses you have received from the casino. As they have indicated that they will provide an alternative solution in this thread, I kindly request that we wait for their update before addressing the issue further.

Hello Tassy and Munya,

Thank you for your patience, and apologies for the confusion caused by the conflicting responses you've received.

I'd also like to clarify a point regarding earlier communication: when a document is confirmed as received via chat or email, this does not automatically mean it has been approved by our KYC team — it simply confirms that it has been logged and passed along for review. Final confirmation only comes once our verification team has fully checked the document, as was communicated to you through our channels.

To clarify where things currently stand: we can confirm that the ID, Proof of Address, and proof of ownership for the previous card ending in 9530 have all been accepted.

The one outstanding item is the Transaction History — specifically, we need a bank statement showing the deposit made to the casino on 31 July. We understand this transaction may show as pending on your bank statement initially before settling later (e.g. on 4 August), but we specifically need the statement covering the period that includes the 31 July transaction date.

Once we receive this, we will be able to complete our review and move forward with the case.

Thank you for your cooperation.

Kind regards,

X3Bet Support Team

I have just sent you the statements again. Showing the transactions that came out on the 4th August for the 31st July.