1xBet Casino - opšta diskusija (strana 7)

All I’m asking for is the contact information of the Alternative Dispute Resolution (ADR) body that 1xBet is required to provide to players when an internal complaint remains unresolved.

The operator has refused to disclose this information, which prevents me from exercising my right to escalate the complaint properly. Since Casino.Guru acted as the mediator on this case, I am asking you directly to obtain and share the details of the ADR body responsible for 1xBet accounts.

Hello, I do not have such a contact. As you said, my colleagues act as independent mediators, so we have official ground and no ADR database. Additionally, your demands are beyond what we can accommodate. We are providing this service for free to assist your players in achieving what we believe is a fair conclusion, and nothing more. Once that is done, it is over.

You appear to be viewing us incorrectly. I am sorry, but there is nothing else I can do for you, and your forum post will not be read by anyone else at Casino Guru. It's just the administrators here.

Dear Radka, I have a suggestion.

I haven't received my money from 1xbet for 18 days now. I wrote a review about 1xbet, and I've only written factual reviews. My review is currently on hold, but I request that you open and post this. They're still harassing me with the lie, "We're working on it." I want 1xbet to see my review. I've already deposited money 10 times in 18 days. Please open my casino review, separate from my complaint. This is not unfair at all. I'm just stating the facts. This is a genuine review.

My request was never for you to penalize the casino. It was simply to help identify who the ADR is, which is an essential step for accountability. Your refusal to pursue that undermines the very purpose of Casino.Guru’s mediation role.

I understand; however, I did not refuse. I just said I didn't have any options for you. I am sorry, but casinos are not required to provide ADR services at all. I was trying to explain to you how we try to cover such situations. Nothing else, I am afraid. You see, your expectations do not match what we have been doing. If there was another option, you would have been informed in the complaint's final resume.

Radka, thank you for responding. To be clear, I’m not asking Casino.Guru to penalize the casino. I’m asking for basic accountability: identify 1xBet’s ADR or confirm in writing that there isn’t one under their licensing, and state the correct escalation body if no ADR exists.

Many licensing regimes require ADR. If 1xBet’s jurisdiction does not, please say which regulator oversees them and confirm the official complaint route. Saying "casinos are not required to provide ADR" without naming the licensing framework or the alternative escalation channel leaves players with no way to pursue redress and undermines Casino.Guru’s stated role as an independent mediator.

Given the evidence I’ve provided, please either

share the ADR details or regulator contact you recommend players use, or

explicitly confirm there is no ADR available under 1xBet’s license and that Casino.Guru will take no further action.

If you believe this is outside your scope, please escalate this message to your compliance or mediation lead and provide a final, accountable position I can cite in my regulatory submissions.

You see, this is a forum, not a place to make such demands; there is no one I could delegate such a post to. It's just you and I. So, I am sorry, but this is not how we will continue. Your case was addressed by the complaint team and closed. This forum is not a support care department; we can discuss our opinions, but that's all.

Hello, I understand what you mean, but sadly, this is not possible. The system does not allow reviews to be posted unless the associated complaint is closed. Only after that can the review be accessed. Hopefully the casino will respond to the complaint shortly and the review will get unlocked as soon as possible.

In the meantime, all players can see your forum posts, so please write down all of the details.

I understand this is a forum, but when Casino.Guru operates publicly as a mediator between players and casinos, it naturally carries an obligation to explain its own position clearly and consistently.

I’m not demanding personal support. I’m asking for professional transparency. The issue isn’t opinion; it’s process. My complaint was closed with contradictory reasoning, and the casino continues to refuse to identify its ADR. Clarifying whether Casino.Guru considers this acceptable conduct is entirely within your team’s remit.

This isn’t a demand for support care. It’s a request for accountability about the mediation process itself.

I can continue using the same approach with different words.

I hear what you’re saying, and I understand that, for you, this is not about personal support but about the process.

Still, I need to be clear: I can’t issue official positions about Casino Guru’s mediation framework here on the forum.

Our Complaints Team already reviewed your case and communicated their conclusion directly. If you believe the reasoning was contradictory or insufficient, the proper way to address that is through our complaints process or directly with the relevant regulator. However, I would not put too much hope in Curaçao.

On the forum side, I can only read your concerns but I can’t relitigate the case or provide a new "official" stance.

I wouldn’t use those words, but I do understand the frustration behind them. My own experience with Casino.Guru has been extremely discouraging. I came to this platform hoping for genuine mediation and accountability after going through one of the hardest experiences of my life, losing a significant amount of money because a casino ignored my self-exclusion request and then refused to take responsibility.

Throughout the process, I’ve tried to be patient and respectful, providing every piece of evidence possible. But instead of getting support or clarity, I’ve mostly encountered vague policy references, dismissive conclusions, and an unwillingness to challenge the casino when it clearly failed in its duty of care.

It’s not about expecting miracles. It’s about expecting fairness. When players present clear proof of wrongdoing and are still met with silence or excuses, it makes the entire mediation process feel meaningless. Casino.Guru could be a genuine advocate for players, but right now it feels like their loyalty lies with protecting casinos rather than protecting people.

Thank you for your perspective. My colleagues saw that differently:

"Case summary

The player from Saskatchewan reported a serious breach of responsible gambling obligations by 1xBet, resulting in over $74,000 CAD in losses. Despite having requested a suspension of their account due to a gambling problem, the account remained accessible for over a month, allowing significant deposits until it was finally suspended. The player sought a refund of all deposits made after their exclusion request and confirmation of account closure. The Complaints Team concluded that there was insufficient evidence to support the player's claim for a refund, stating that the communication provided did not clearly indicate that the player was suffering from gambling problems prior to July 24th. As a result, the complaint was closed."

https://casino.guru/complaints/1xbet-casino-player-s-requests-for-self-exclusion

In some cases it happens that players feel dissatisfied. However, forum admins can't help change the complaint process or outcome or ask someone to "give it one more closer look." It has never been like this.

As I've been saying the whole time, I understand what you are saying, but I can't help you.

Thank you for your understanding.

Thank you for your reply. However, this case is not about dissatisfaction. It is about accountability and compliance with responsible gambling obligations.

ADR access is not optional. It is a legal requirement. Once a self-exclusion request is made, the operator is obligated to immediately close the account. 1xBet failed to do that, allowing me to continue depositing over 74,000 CAD after I had already requested exclusion. That is a breach of duty, and your conclusion minimizes the seriousness of that failure.

It is also concerning that no one from your team reached out to me directly to clarify the reasoning for not reopening my case. That is not mediation. That is avoidance.

Let’s also be clear. Casino.Guru is a mediator, not a regulator. You do not have enforcement authority, and your model depends on casino partnerships. That financial relationship shows in how my case was handled.

I expected transparency and fairness, not deflection. This matter will now move forward through proper regulatory and legal channels.

Thank you for the follow-up. Sounds like a beneficial step to take. As we discussed, we are neither a regulating body nor attorneys, so of course other people may see things differently. Please feel free to share how it went if you would like. You may also update your former complaint handler, of course.

Best of luck.

Thank you, Radka. I understand that Casino.Guru is not a regulator or a legal authority, but I expected genuine mediation rather than polite distance.

My concern isn’t about "seeing things differently." It’s about an operator breaching its responsible gambling obligations, admitting an error, and leaving a player ignored for months. Mediation should exist to bridge that gap — not to step away from it.

I’ll leave it at that.

Hi Radka, I haven't received my winnings from 1xBet for 20 days now.

Furthermore, my complaint to gurucasion doesn't seem to be progressing.

Is there any way I can get an update?

1xBet has confirmed that there are no issues with my account, betting methods, or deposit methods.

However, they still haven't paid my money.

Please help me.

I think it is fair to leave it like that. I disagree with us stepping away, though. The matter was addressed and the complaint was a reaction to what you could prove. However, a frustrating user experience bound to the whole casino situation is sadly something no one can address. There is no way to set up black points for casinos based on players' feelings.

Yet don't get me wrong, please; I understand what you are saying and I would like the casino to improve a few things.

I’ll leave it at that.

Hello, don't worry; the complaint is progressing. As you can see, the status has changed to "waiting for casino," which means that Peter has invited the casino representative into the complaint thread to clarify their position. As far as I can guess, the issue they have found is not very obvious and should be explained properly.

Let's see what they will come up with.

This isn’t about feelings or user frustration. It’s about a casino accepting over $80,000 in deposits after a clear self-exclusion request and then admitting those deposits were accepted in error. That is not a user experience issue. It’s a breach of responsible gambling law and licensing obligations.

It’s disappointing to see Casino.Guru reduce a case like this to a matter of proof or emotion rather than the documented written admissions and ongoing refusal to repay funds. I’ve since escalated this to the official regulator and legal channels.

Talking about "reducing cases", actually, that’s what the process is about: cases come down to proof, not feelings. To clarify, refunds are not the same as funds. If there isn’t enough proof, my colleagues simply can’t fight for what you want.

In your case, the main issue was that the materials you provided did not clearly indicate that you requested self-exclusion due to gambling problems prior to July 24th. That gap is why the team concluded there wasn’t enough to push for a refund.

"The evidence you provided of the communication between you and the casino doesn't make you eligible for a refund, since you didn't clearly communicate suffering from any gambling problems to the casino beforehand, nor did you provide evidence of the contrary."

I get why you see it differently, but from our side the issue really is about evidence, not emotions.