XYes Casino - Player's account remains open despite self-exclusion request.

Hello,

I have an account with xyes. I asked them to self-exclude me due to gambling addiction, back in September. My account is still open and today I deposited €4550 through Onramp.Money using BTC. I believe I am owed a refund due to the responsible gambling failures on their part. I asked in conversations woth Anny, two months ago (check screenshot) and Kari, 3 months ago.

They lead me on with bonuses and also by telling me my request has been sent to the relevant team. They do not care for responsible gambling. Their rating is too high and should be 0. I told them I wanted a refund but they said "I have reported your request to our team, and they are currently reviewing it. We will get back to you as soon as possible regarding the refund. Thank you for your patience."

Doesn't give me much hope. Please help, or at the very least, let people know xyes cannot be trusted.

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Hello,

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

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

• Were you made aware of any other responsible gambling tools the casino offers?
• When did the communication between you, Karl, and Anny take place? (date)
• When was the last time the casino allowed you to deposit?

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

Hi Tomas,

No, I was not made aware of any other responsible gambling tools the websute hsd, because they don't have any. They have a section on their websire called responsible gambling, where they just say to contact support if you need help. That obviously did not do anything.

I have proof of a message I sent to Anny on September 4th. The casino shows you your old messages, but only tells you how many months ago, not the date. But I found screenshots where I say the date, and they tell me again that if I contact someone on Telegram, I will receive bonuses.

The casino allowrd me to deposit yesterday, and my account is still open. I have no money left to deposit, as I lost everything.

I'll send the screenshots of the chat and aome other relevant screenshots to your email. Thank you.

Dear elephant69738

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, Matej (matej.l@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,

Tomas

Hello elephant69738, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of XYes Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have contacted the casino again in hopes of receiving a response before the timer runs out. If I have any news, I will post an update in this thread.

Dear elephant69738,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino is using fake license, there is nowhere else I can refer you to.

However, there is one important step you can take to stay safe from this, and other gambling sites in the future: I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej