Severe Breach of Responsible Gambling Policy - Failure to Self-Exclude Player Reporting Gambling Add

I am filing a formal complaint against X3Bet due to a clear and serious failure to enforce Responsible Gambling policies and process a self-exclusion request based on gambling addiction.

Chronology of Events:

1. October 17, 2026 (03:57 UTC): I submitted a written request to customer care (support@x3bet.com) demanding immediate account closure due to gambling addiction (Subject/Content: "Close my account", "Gambling issues").

2. October 20, 2026: Instead of permanently blocking my access, a VIP Manager (Socrates) contacted me to welcome me into the VIP program and offered a 150% deposit bonus. On that same day, I repeated my demand to deactivate my account ("Παρακαλώ απενοργοποιήστε το λογαριασμό μου").

3. October 21 & 22, 2026: I repeatedly questioned the support and VIP team as to why my account remained open after explicitly declaring gambling issues ("Εχω στειλει στην εξυπηρετηση Gambling issues Δεν καταλαβαινω γιατι δεν μου τον κλεινετε").

4. October 23, 2026: The VIP Manager acknowledged my statement regarding self-protection, yet actively attempted to stall the closure by suggesting a "break" while retaining my VIP status and bonus eligibility. I again warned them about the active status of my account and stated I would pursue formal complaints.

5. Financial Losses: Because X3Bet failed in its duty of care and left my account operational despite explicit notices of addiction, I continued depositing money under the influence of my addiction, losing a total of 790 EUR across multiple transactions between October 17 and October 25, 2026.

Violation & Claim:

Under standard iGaming regulations and Responsible Gambling standards, any notice indicating "gambling issues" or addiction requires immediate, permanent, and unconditional account closure. Offering promotions or retention alternatives after such a notice is a severe regulatory violation.

X3Bet disregarded my self-exclusion request, offered promotional incentives instead, and allowed further deposits.

I demand a full refund of all deposits made on and after my initial self-exclusion request on October 17, 2026, totaling 790 EUR.

Hello, and thank you for sharing your experience on the forum. I can see you also submitted this information through a complaint, which is now underway, and your mediator is already in touch with you.

From what you’ve described, the casino didn’t handle your request as you expected. I think we both agree that a clear self-exclusion request explicitly mentioning gambling addiction should be handled properly, especially when you’ve followed the casino’s stated procedure.

I really hope our mediators will be able to help you with this situation.