The player from Germany is dissatisfied with the lack of enforcement regarding Responsible Gaming procedures. We’ve rejected this complaint in our system due to a lack of evidence.
X1 Casino - Player’s criticizing Responsible Gaming practices.
Amount: €4,450
X1 Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 month ago
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1 year ago
Translation
Hello casino guru,
I created an account at X1 casino on Friday and before that I wanted to use the responsible gaming tools and set a deposit limit of 100 euros a month because I'm at risk of depositing more without a deposit limit and losing control. That's why I always use the Responsible Gaming tools. I then asked in the chat where I could find them. Which was also explained to me. I found this under my account and limits and wanted to set a deposit limit of 100 euros per month because, as already mentioned, I am at risk of gambling addiction. When I tried to set it up I was redirected to an error 404 page and it was not possible to create a deposit limit. The casino's responsible gaming policy clearly states that you can set deposit limits to play safely. See screenshots
I then asked in the chat and wanted a deposit limit set for me before I start playing because I'm at risk. The casino employee checked and then informed me that setting deposit limits is currently not possible and that he or the casino does not do this manually either. I then played with my deposited money and lost. But because I couldn't set a deposit limit and I'm at risk I kept depositing and ended up depositing and losing 4450 euros. I now have big financial problems because of this. I would like my deposited money of 4450 euros back from the casino and close my account there permanently because they have tools for responsible gaming in their terms and conditions but you cannot use them and no deposit limits are created on request in the live chat.
Please casino guru help me to get my deposited money of 4450 euros back. I am at risk and have been misled by the casino's Terms and Conditions and Responsible Gaming Policy. Please help me casino guru to get my money. This caused me major financial problems. ☹️
Automatic translation:
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1 year ago
Dear benzj044,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that casinos are not obligated to offer deposit limits along with any other responsible gambling tools. The most important thing is if a player requests the self-exclusion to have it applied as soon as possible. Of course, I agree that if the casino offers deposit limits, they should be available to players. However, either due to technical problems or for whatever other reasons sometimes they're not applicable.
Could you please advise if you requested the self-exclusion when you learned that deposit limits are not working? Have you mentioned a gambling problem at any time?
If there's any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
No I didn't request self-exclusion but I did request a deposit limit via chat but the clerk said it wouldn't work. But every casino can manually set a deposit limit or they could at least have offered a self-exclusion and returned my deposited money. But he didn't do anything and let me play. When I gambled away the money I had already deposited, I deposited more and lost. The casino advertises responsible gaming tools in their terms and conditions but does not have them. There is no player protection whatsoever. Please casino guru please petronela help me get my deposited money back or at least the big part of it i would also accept 4200 and 250 compensation for the casino .. but i need the big part back please i got big financial problems by this please help she me petronela.
Maybe you can talk to the casino and they might understand my difficult situation. I would be very grateful to you petronela.
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1 year ago
Is there any relevant communication between you and the casino that would support that you communicated with the live chat after learning that the deposit limits couldn't be applied? Please understand that if you didn't inform the casino about your problem with setting up the limits or the gambling problem itself, the casino stood no chance of helping you. Thank you.
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1 year ago
Translation
Hello Petronela,
Yes, I wrote to the live chat and clearly stated that I have a problem with setting a deposit limit and the chat employee explained to me how to do this via my profile settings.. When I tried this, the message I gave you before came I sent a screenshot error 404.. I then contacted the live chat again and reported the problem and then the employee checked it again and came to the same result.. I then asked the casino employee again for a manual deposit limit but the employee informed me that this is currently not possible. Thank you for your help petronela.. I just want my deposited money back because I got massive financial problems.☹️
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1 year ago
Translation
Hello Petronela,
I hope you haven't forgotten me. I'm still waiting and now I have big financial problems. I just want my deposited money back. Please help me with this..Thank you.
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1 year ago
I do apologize for the late reply. I understand that you wanted to set the deposit limits and the option was unavailable. Also, the live chat employee wasn't able to set it up for you. This is nothing unusual that live chat personnel has no option to do any adjustments to your account.
I was wondering if you requested self-exclusion or mentioned a gambling problem after you learned that the limits were technically not possible.
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1 year ago
Translation
Hello Petronela,
Yes I mentioned that I have a gambling problem but I didn't submit a self-exclusion request because I already made a deposit.. I submitted a deposit limit request which was not implemented because it was not possible according to the casino staff.. I just want get my money back what i deposited .. after that they can close my account .. it is dangerous to play there without a deposit limit .. i got problems because of it .. i just want my money petronela 😓😔
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1 year ago
I'm truly sorry but I will need supporting evidence that you mentioned the gambling problem. Please understand that we can't proceed without solid proof that you informed the casino about your issue.
Additionally, you wrote this in your previous reply: "No I didn't request self-exclusion but I did request a deposit limit via chat but the clerk said it wouldn't work."
Could you please clarify?
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1 year ago
Translation
Hi Petronela.
I've now gotten a lot of problems and reminders because I can't pay my bills and my rent. My proof is the chat from the casino. I specifically said in the chat I would like to set up a deposit limit because I have a gambling problem and the only answer I got was that it didn't work and I wasn't helped in any way.. Please help me.. I just want my money back .
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1 year ago
I'm sorry but since you didn't provide any supporting evidence that would prove that the gambling problem was mentioned and after learning that deposit limits were not available you didn't request the self-exclusion, we are powerless in helping you. Please understand that certain steps and procedures need to be followed to have your account blocked or to have any restrictions applied. It requires both sides (player and casino) to cooperate and communicate. Sadly, your issue wasn't communicated clearly.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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1 year ago
Translation
Hi Petronela,
I think you misunderstood me .. I clearly said in the chat that I have a gambling problem and therefore want to create a deposit limit and that was not possible for me although the terms and conditions of casinos clearly state that you can create deposit limits and only have them for this reason I signed up and deposited and after I deposited and wanted to set a deposit limit it didn't work as shown in the screenshots above and manually via chat the casino didn't set a deposit limit either still not possible!! So how can this be my fault?? I want my deposited money back.. why is the casino not contacted? They can confirm that it is not possible. And have the chats from me and the employee... This is about my existence... I want my money and then they can close my account
..
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1 year ago
I understand that you wanted to set deposit limits. I understand that it didn't work. Unfortunately, I still didn't receive any supporting evidence from you that you mentioned a gambling problem when communicating with the casino. As it is close to impossible for us to proceed with this case without any supporting evidence, we are forced to reject this complaint. I'm sorry I couldn't be of more help. Please do not hesitate to contact us if you come across any supporting evidence or relevant communication. Thank you in advance for your understanding.
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