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I have tried multiple times to close my account and self exclude which the casino has rejected and has allowed me to deposit more money and lose! I want my account closed and issued a refund of any money uploaded after I requested to close my account which is 65.02 euro

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Dear ChrisH,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’ve experienced while trying to close your account and self-exclude.

To better understand your situation, could you please provide us with a few additional details:

• When exactly did you first request the account closure or self-exclusion?
• How did you submit your request (e.g., email, live chat)?
• Do you have any screenshots or copies of your communication with the casino regarding this request?

If you have any supporting evidence, you can either upload it directly here or forward it to petronela.k@casino.guru, whichever is more convenient for you.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Comments from the player:

Also the complaint is regarding 3xbets as they are not listed on the drop down list

Dear ChrisH,

Thank you for your update.

I would like to kindly ask you to confirm whether the complaint is indeed regarding X3Bet Casino, as I have adjusted the complaint accordingly based on the information provided. Please let me know if this is correct.

Additionally, could you please forward the original email(s) you sent to the casino (not a screenshot) to my email address at petronela.k@casino.guru? This will help us review the exact communication in detail.

Also, have you received any reply from the casino to your request for account closure or self-exclusion?

Thank you.

Dear ChrisH,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru