0x.bet Casino - Se ignora la solicitud de cierre de cuenta del jugador.

I requested that my account be closed due to addiction, but they won't close it. This has caused me to lose money. I want the account closed and my funds refunded.

he pedido que mi cuenta se cierre por adicción y no la cierran. Ello me ha conllevado a perder dinero. Quiero el cierre y la devolución de los fondos.

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.

Dear Player,

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 T&C's and this is what I have found:

 For those customers who wish to restrict their gambling, we provide voluntary self-exclusion tools, which enable you to close your account or restrict your ability to place bets. If you require any information relating to this facility, please contact Customer service support@0x.bet. We will endeavour to implement your request within a reasonable time period and to ensure compliance with your self-exclusion. However, you accept that we have no responsibility or liability whatsoever if you continue gambling before your request has been implemented or you seek to use the Website in such a way that we cannot reveal or determine that. You acknowledge that exclusion and limits are set per account, and should you have accounts at more than one site owned by us, you must set the limits on each account.

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 addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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 used the same email address I used to send the messages. I also mentioned it in the Vigo chat and they redirected me to the wrong place. Which is exactly what I did. No, they haven't asked me for any verification documents.

HOLA, use el mismo correo que con el que envié los mensajes. Además también lo comenté en el chat en vigo y me redirigiendo al mal. Que es justo lo que hice. No, no me han pedido ningún documento de verificación.

I've recorded everything on video. If you give me an email address, I can provide that evidence. I can't post it here because it contains sensitive information, including my email address and postal address.

HE TOMADO EVIDENCIAS GRABADAS EN VIDEO DE TODO. SI ME DIERAIS UN CORREO PUEDO APORTAR ESAS PRUEBAS, NO LAS PUEDO PONER POR AQUI YA QUE HAY INFORMACIÓN SENSIBLE. INCLUYENDO MI CORREO ELECTRONICO Y DIRECCION POSTAL

Thank you for your reply. Could you please forward your original self-exclusion request along with the casino's response to my email address at attila.g@casino.guru?

Thank you for your cooperation.

Email sent

Correo enviado

Dear Player,

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,

Attila

Hello sofiagarcia21, 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. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

I’d like to invite a representative of 0x.bet 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.

PLEASE BLOCK MY ACCOUNT, I CAN'T STOP. I'VE ASKED MANY TIMES BUT YOU IGNORE ME. IN THE MEANTIME I KEEP PLAYING AND ASKING FOR MY ACCOUNT TO BE CLOSED.

PORFAVOR, BLOQUEARME LA CUENTA, NO PUEDO PARAR. YANLO HE PEDIDO MUCHAS DE VECES PERO ME IGNROAN. DE MIENTRAS SIGO JUGANDO Y PIDIENDO QUE ME CIERREN LA CUENTA

We are trying to get in touch with casino representative to speed up the process and get them involved ASAP. In the meantime, could you get someone close to you to change your account password or something, to help you stop playing until this gets resolved?

Hi, yes. Good idea, we'll do it now. This is the only way to stay in touch with you all without any hassle. When all this is over, I'll post it here too. On another note, I should mention that since I requested self-exclusion, I've lost roughly €5,000, not €500. This casino is bringing out the worst in me. Now I just want this to be over, get my money back, and put this chapter of my life behind me.

Hola, si. Buena idea, ahora lo hacemos. este es el único dispositivo sin gamblan para poder estar en contacto con vosotros. Cuando se acabe todo esto lo pondré aquí también. Por otro lado decir que desde que se solicitó al autoexclusion he tenido más o menos 5000€ en pérdidas, no 500. Este casino me está haciendo sacar lo peor de mi, ahora solo quiero que esto se acabe, recuperar mi dinero y poder cerrar esta etapa de mi vida.