Zdravo svima,
Podneo sam zahteve za isključenje kompaniji 1xBet 23. i 30. maja 2025. godine, nakon što sam izgubio desetine hiljada i otkrio štetu od kockanja. Uprkos tim zahtevima, moj račun je ostao otvoren do 25. jula 2025. godine. Tokom tog vremena, uspeo sam da uplatim 74.666,24 kanadskih dolara.
Dana 25. jula, 1xBet je konačno zatvorio moj nalog prema Pravilu 5.4, navodeći „psihološke tegobe". To dokazuje da su moji zahtevi za isključenje bili opravdani.
U avgustu sam podneo formalnu žalbu kompaniji 1xBet prateći njihovu Politiku rešavanja sporova (uključujući sve potrebne detalje i dokaze). Umesto da to priznaju i reše, javno su odgovorili na Trustpilot-u (11. septembra) rekavši da je slučaj „zatvoren" jer nisam poslao dokumenta.
To nije tačno. Moj nalog je zatvoren 25. jula bez ikakvih dodatnih dokumenata, tako da njihovo objašnjenje protivreči njihovim sopstvenim postupcima.
Veći problem je sledeći:
Njihova politika rešavanja sporova obećava potvrdu odgovora u roku od 7 dana, rešavanje žalbi na odgovorno kockanje u roku od 5–10 radnih dana i eskalaciju na alternativno rešavanje sporova ako se ne reše.
Umesto toga, jednostavno su proglasili stvar „zatvorenom", uskrativši mi pristup alternativnom rešavanju sporova.
Ovaj slučaj se ne može smatrati zatvorenim dok:
Depoziti od 74.666,24 kanadskih dolara prihvaćeni nakon što se vrate moji zahtevi za isključenje, ili
Nezavisno telo za alternativno rešavanje sporova razmatra spor.
Molim Casino Guru da ovo pregleda i pomogne da se osigura da 1xBet ne može jednostavno da zatvori žalbu na odgovorno kockanje tako što će je nazvati „zatvorenom" i odbiti alternativno rešavanje sporova.
Hvala vam na vremenu.
Hi everyone,
I submitted exclusion requests to 1xBet on May 23 and May 30, 2025, after losing tens of thousands and disclosing gambling harm. Despite those requests, my account remained open until July 25, 2025. During that time, I was able to deposit CAD $74,666.24.
On July 25, 1xBet finally closed my account under Rule 5.4 citing "psychological distress." That proves my exclusion requests were valid.
In August, I filed a formal complaint to 1xBet following their Dispute Resolution Policy (including all required details and evidence). Instead of acknowledging and addressing it, they publicly responded on Trustpilot (Sept 11) saying the case was "closed" because I didn’t send documents.
That’s not true. My account was closed on July 25 without any additional documents, so their explanation contradicts their own actions.
The bigger issue is this:
Their Dispute Resolution Policy promises acknowledgment within 7 days, resolution of responsible gambling complaints within 5–10 business days, and escalation to ADR if unresolved.
Instead, they simply declared the matter "closed," denying me access to ADR.
This case cannot be considered closed until either:
The CAD $74,666.24 in deposits accepted after my exclusion requests are returned, or
An independent ADR body reviews the dispute.
I am asking Casino Guru to review this and help ensure that 1xBet cannot simply shut down a responsible gambling complaint by calling it "closed" while refusing ADR.
Thanks for your time.
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