1xBet Casino - Zahtev igrača za samoisključenje nije uvažen.

Title: 1xBet failed to close my account after self-exclusion request 

Description:  

On [insert date], I sent a clear request to 1xBet asking for permanent account closure and self-exclusion. Despite my request, my account was not closed, and I was able to continue gambling the following day, which caused me significant financial losses.  

This is a serious breach of responsible gambling policies.  

I am requesting:  

1. Immediate and permanent closure of my account.  

2. A refund of all deposits/losses made after the date of my self-exclusion request ([insert amount and date]).  

Evidence provided:  

- Copy of my self-exclusion email/request.  

- Screenshots of my account activity and losses after the exclusion request.  

I kindly ask for your mediation in resolving this is

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Dear Lamar1990,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.

Thank you very much in advance.

Best regards,

Katarina

Dear Katarina, 

Thank you for your reply. 

I would like to clarify that my request to 1xBet was a **self-exclusion** request, not just a simple account closure. I specifically asked them to permanently block my account and prevent me from gambling again. 

Despite this, they failed to respect my request, and my account remained active. As a result, I was able to play and lost money after the date of my self-exclusion request. 

Please find attached a copy of the email I sent to 1xBet requesting self-exclusion. 

Kind regards, 

s*********

Dear Lamar1990,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Katarina,

I have just sent you the requested emails and screenshots.

Dear Lamar1990,

thank you for your reply and your emails.

Do I understand correctly that your account is now closed?

When was the last time you were able to make a deposit at this casino, please?

Looking forward to your reply,

Katarina

Hello Katarina,

Yes, my account is now closed.

The last time I made a deposit was on [30/09/2025 ].

Thank you for your help and follow-up.

Best regards,

S*******

30/09/2025 16:28

Hello Katarina,

Thank you for your follow-up.

Yes, my 1xBet account is now fully closed.

The deposit made on September 30, 2025, at 16:28 was the last deposit, but I had made other deposits before this date as well.

Please also note that I requested the account to be blocked due to gambling addiction before these deposits, but the company failed to act on time.

I truly appreciate your help in reviewing all the evidence carefully.

Best regards,

S******

Dear Lamar1990,

According to the available evidence, you submitted your self-exclusion request on September 28th 2025, your last deposit was made on September 30th 2025 and the casino closed your account on October 4th 2025. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

While I understand this may not be the desired outcome, and ideally, self-exclusion requests would be processed within a few hours rather than a few days, regrettably, we are concerned about our ability to recover your lost funds.

Since casino has closed your account within 5 working days and therefore, cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Katarina