0x.bet Casino - Запрос игрока на закрытие учетной записи игнорируется.

I requested that my account be closed due to addiction, but they won't close it. This has caused me to lose money. I want the account closed and my funds refunded.

he pedido que mi cuenta se cierre por adicción y no la cierran. Ello me ha conllevado a perder dinero. Quiero el cierre y la devolución de los fondos.

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Dear Player,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's T&C's and this is what I have found:

 For those customers who wish to restrict their gambling, we provide voluntary self-exclusion tools, which enable you to close your account or restrict your ability to place bets. If you require any information relating to this facility, please contact Customer service [email protected]. We will endeavour to implement your request within a reasonable time period and to ensure compliance with your self-exclusion. However, you accept that we have no responsibility or liability whatsoever if you continue gambling before your request has been implemented or you seek to use the Website in such a way that we cannot reveal or determine that. You acknowledge that exclusion and limits are set per account, and should you have accounts at more than one site owned by us, you must set the limits on each account.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Hello, I used the same email address I used to send the messages. I also mentioned it in the Vigo chat and they redirected me to the wrong place. Which is exactly what I did. No, they haven't asked me for any verification documents.

HOLA, use el mismo correo que con el que envié los mensajes. Además también lo comenté en el chat en vigo y me redirigiendo al mal. Que es justo lo que hice. No, no me han pedido ningún documento de verificación.

I've recorded everything on video. If you give me an email address, I can provide that evidence. I can't post it here because it contains sensitive information, including my email address and postal address.

HE TOMADO EVIDENCIAS GRABADAS EN VIDEO DE TODO. SI ME DIERAIS UN CORREO PUEDO APORTAR ESAS PRUEBAS, NO LAS PUEDO PONER POR AQUI YA QUE HAY INFORMACIÓN SENSIBLE. INCLUYENDO MI CORREO ELECTRONICO Y DIRECCION POSTAL

Thank you for your reply. Could you please forward your original self-exclusion request along with the casino's response to my email address at [email protected]?

Thank you for your cooperation.

Email sent

Correo enviado

Dear Player,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello sofiagarcia21, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

I’d like to invite a representative of 0x.bet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

PLEASE BLOCK MY ACCOUNT, I CAN'T STOP. I'VE ASKED MANY TIMES BUT YOU IGNORE ME. IN THE MEANTIME I KEEP PLAYING AND ASKING FOR MY ACCOUNT TO BE CLOSED.

PORFAVOR, BLOQUEARME LA CUENTA, NO PUEDO PARAR. YANLO HE PEDIDO MUCHAS DE VECES PERO ME IGNROAN. DE MIENTRAS SIGO JUGANDO Y PIDIENDO QUE ME CIERREN LA CUENTA

We are trying to get in touch with casino representative to speed up the process and get them involved ASAP. In the meantime, could you get someone close to you to change your account password or something, to help you stop playing until this gets resolved?

Hi, yes. Good idea, we'll do it now. This is the only way to stay in touch with you all without any hassle. When all this is over, I'll post it here too. On another note, I should mention that since I requested self-exclusion, I've lost roughly €5,000, not €500. This casino is bringing out the worst in me. Now I just want this to be over, get my money back, and put this chapter of my life behind me.

Hola, si. Buena idea, ahora lo hacemos. este es el único dispositivo sin gamblan para poder estar en contacto con vosotros. Cuando se acabe todo esto lo pondré aquí también. Por otro lado decir que desde que se solicitó al autoexclusion he tenido más o menos 5000€ en pérdidas, no 500. Este casino me está haciendo sacar lo peor de mi, ahora solo quiero que esto se acabe, recuperar mi dinero y poder cerrar esta etapa de mi vida.

Hi, we are sincerely sorry for what you are going through — we understand that it is a very difficult situation.

We've reviewed your case and can confirm that your closure request was successfully processed and your account is now closed. Prior to that, the request was escalated to the appropriate team for processing.

Regarding the refund, this process first requires completing account verification. Our support team has already sent you the information with the list of necessary documents, and we are currently waiting for you to provide them so we can proceed.

Once the verification is complete, your application can be reviewed in detail.

We wish you strength and all the best in this process.

Kind regards,

0xBET Team

Hola, sentimos sinceramente por lo que estás pasando — entendemos que es una situación muy delicada.

Hemos revisado tu caso y podemos confirmar que tu solicitud de cierre fue finalmente procesada y tu cuenta ya se encuentra cerrada. Antes de eso, la solicitud fue escalada al equipo correspondiente para su gestión.

En relación con el reembolso, este proceso requiere primero completar la verificación de la cuenta. Nuestro equipo de soporte ya te ha enviado la información con la lista de documentos necesarios y en este momento estamos a la espera de que nos los proporciones para poder avanzar.

Una vez finalizada la verificación, tu solicitud podrá ser revisada en detalle.

Te deseamos mucha fuerza y lo mejor en este proceso.

Kind regards,

0xBET Team

I just sent my documentation, including the front and back copies, as well as a bank account ownership certificate. They told me it takes 3 to 6 weeks to verify the information, Michel. Is this correct or is it excessive? Thanks. Indeed, my account is now closed.

Acabo de mandar mi documentación con la parte delantera y trasera, además de un certificado de titularidad de cuenta. Me comentan que tardan en verificar datos de 3 a 6 semanas. Esto es correcto o es excesivo Michel? Gracias. Efectivamente mi cuneta ya está cerrada

I don't quite understand what you mean by a recent proof of address, since I live with my parents and don't pay bills like electricity, water, or gas. My address isn't listed anywhere on the bank's ownership certificate. I'm not sure how to proceed. Thank you, I hope you can help.

No entiendo muy bien a que se refiren con comprovante de domicilio reciente ya que al vivir con mis padres yo no pago recibos como luz, agua, o gas. En el certificado de titularidad del banco no pone mi dreccion en ningun lado. No se muy bien como hacerlo. Gracias, espero la ayuda

The verification process may take some time in some cases, especially when a more detailed review is required, so these timeframes may be normal.

Regarding proof of address, we understand your situation. It doesn't have to be a bill specifically in your name—you can also provide another type of document that clearly shows your name and address. This could be, for example, an official certificate, a bank statement showing the address, or any similar document.

If you have any doubts about a specific document, you can send it and the team will review it to confirm if it is valid.

Kind regards,

0xBET Team

El proceso de verificación puede tomar algo de tiempo en algunos casos, especialmente cuando se requiere una revisión más detallada, por lo que estos plazos pueden ser normales.

En cuanto al comprobante de domicilio, entendemos tu situación. No es obligatorio que sea una factura a tu nombre específicamente — también puedes предоставить otro tipo de documento donde se vean claramente tu nombre y tu dirección. Esto puede ser, por ejemplo, un certificado oficial, un extracto bancario donde aparezca la dirección, o cualquier documento similar.

Si tienes dudas sobre un documento en concreto, puedes enviarlo y el equipo lo revisará para confirmarte si es válido.

Kind regards,

0xBET Team

I sent everything a few hours ago. I hope you respond quickly so I can finally close this chapter of my life. Thank you.

Ya lo he enviado todo hace unas horas, espero que vuestra respuesta sea rápida para poder cerrar esta etapa de mivida definitivamente. Gracias

Thank you for sending everything. We confirm that the documentation has been received and forwarded to the relevant department for review.

As soon as we have a response from that team, we will contact you to inform you about the next steps.

Kind regards,

0xBET Team

Gracias por enviarlo todo. Confirmamos que la documentación ya fue recibida y trasladada al departamento correspondiente para su revisión.

En cuanto tengamos una respuesta de ese equipo, nos pondremos en contacto contigo para informarte sobre los siguientes pasos.

Kind regards,

0xBET Team

Hello, what I don't understand is why you keep sending me advertising. Spokesperson, please put an end to this already.

Hola,lo que no entiendo es que me sigan enviando publicidad. Portavoz que acabe esto ya

On the other hand, after researching other complaints about this casino, I see that everyone else gets their account verified quickly, while I'm given a timeframe of 3 to 9 weeks. WHY?

Por otro lado después de investigar en otras quejas de este casino veo que todo el mundo se le verifica rápido y a mi me Dan un plazo de 3 a 9 semanas. PORQUE ?

Hello,

Thank you for your message and for sharing your concerns.

We understand how difficult this situation is for you, and we truly appreciate your patience while your case is being handled. We can confirm that your case is currently under review by the relevant department. We also confirm that your account has been closed.

Regarding your question about the timeframes, please note that the duration of the review process may vary from case to case. It depends on several factors, including the complexity of the case and the current volume of requests being processed by the relevant team. For this reason, timelines may differ, and this does not indicate any specific treatment or exception in your case.

Please note that, in accordance with our Terms and Conditions, any decisions regarding refunds are made at the discretion of the administration after a full review of the case.

We kindly ask for your patience while the investigation is ongoing. As soon as there are any updates or a final decision, you will be informed by you support manager.

Kind regards,

0xBET Casino Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.