XYes do not care for responsible gambling and keep you on board with bonuses

[elephant69738]

What happened::
I asked XYes support for self-exclusion due to gambling addiction several times. They said they would "proceed to send the escalation to be reviewd by our team". They also offered my a monthly special bonus if I messaged someone on Telegram and told them my XYes account ID - after I told them I wanted to self-exclude due to gambling addiction. This did not go over well with me.

Obviously, I'm a gambling addict. I have self-excluded from every site imaginable, go to therapy and have Gamban installed on my devices. XYes refuse to self-exclude me despite telling them I have a gambling addiction. Today, I messed up. I deposited over $5000 and lost every last bit. I don't know if I can even ask for it back, but I'm making a point here that XYes is not to be trusted. I looked them up online, found the xyes topic here and I'll be fucked if I don't try to get folks to understand they cannot be trusted.

Scammers Profile Link:
https://bitcointalk.org/index.php?action=profile;u=3674150

Reference Link:
https://bitcointalk.org/index.php?topic=5543708.0

Amount Scammed:
Over $5000

Payment Method:
BTC

Proof of Payment:
https://imgur.com/a/proof-of-payment-DmWALQ8

PM/Chat Logs:
https://imgur.com/a/UGNAdTM

Additional Notes:
In response to them doing.. nothing, I've claimed to be 12, I've said godawful things to support staff, but nothing changed a thing. The latest thing that happened was that I told them I was 12. They said my "request had been processed. The deletion of your account data will be completed within 3 months, during which time your account will remain normal."  https://imgur.com/a/ojhosfF This was last week.

I don't know what to do now, other than warn people. Which is why I'm making this topic and posting about it in their own topic.

[rohang]

Wow thats disgusting and very exploitative behavior
If a user is asking for exclusion their shouldnt be anything to review and they should be banned right away

All these new books have zero honor and want to rob as many people as they can

[AHOYBRAUSE]

Wow, interesting and quite disgusting case. Just checked their site since I never used it (and never will) and saw that under the responsible gambling link ( https://docs.xyes.com/policies-and-terms/responsible-gambling ) you basically can't do anything. It's just words and they are telling you to contact support if you feel like you have a problem, which OP did. Still obviously they didn't act for shady reasons.
Obviously it's still your own fault to keep playing, but they have a responsibility as well. If you really want to change you can change the login password to something you can never remember like djhdfkzfbu43ffdd or something like that, then log out. Also change the email to something you create and then delete again. That way you will not be able to log back in.

Anyway, wonder what the site has to say about this but I have a feeling we will never know.

[rat03gopoh]

If you really want to change you can change the login password to something you can never remember like djhdfkzfbu43ffdd or something like that, then log out. Also change the email to something you create and then delete again. That way you will not be able to log back in.

This might not be enough; the account is technically still active on their servers and has clearly been flagged as a target. The casino might still be able to send the OP even crazier promotions via old email. The OP would have to seriously mess up the account credential, profile ID and forget the email addresses associated with any casinos.

[AB de Royse777]

Obviously, I'm a gambling addict. I have self-excluded from every site imaginable, go to therapy and have Gamban installed on my devices. XYes refuse to self-exclude me despite telling them I have a gambling addiction. Today, I messed up. I deposited over $5000 and lost every last bit. I don't know if I can even ask for it back, but I'm making a point here that XYes is not to be trusted. I looked them up online, found the xyes topic here and I'll be fucked if I don't try to get folks to understand they cannot be trusted.

You lost your money and now asking them to refund (summary of your topic) it to make you happy. If you would win a good amount then nothing was going to come from you. Losing your funds, blaming the casino, trying to take sympathy is not how it works. You lost - that's a fact, now move on. There are no excuses.

This might not be enough; the account is technically still active on their servers and has clearly been flagged as a target. The casino might still be able to send the OP even crazier promotions via old email. The OP would have to seriously mess up the account credential, profile ID and forget the email addresses associated with any casinos.

If someone wants to give up something for real then there are many other ways including the ways you mentioned. OP is simply asking for a refund with a story :-)

[Pmalek]

Self-exclusion means that you yourself take steps to stop gambling and removing access to your account. Hence the name self-exclusion. Does XYes have ways for the players to freeze their own accounts without intervention by support personnel?

You said that you are using GamBan, a software that is supposed to block access to gambling sites and casinos. How does this app work? Do you have to manually add casinos/sportsbooks to it for the ban to work or does the software automatically block everything related to online gambling? I am asking because if the app was installed on your phone, how were you still able to play at XYes?

[elephant69738]

Obviously, I'm a gambling addict. I have self-excluded from every site imaginable, go to therapy and have Gamban installed on my devices. XYes refuse to self-exclude me despite telling them I have a gambling addiction. Today, I messed up. I deposited over $5000 and lost every last bit. I don't know if I can even ask for it back, but I'm making a point here that XYes is not to be trusted. I looked them up online, found the xyes topic here and I'll be fucked if I don't try to get folks to understand they cannot be trusted.

You lost your money and now asking them to refund (summary of your topic) it to make you happy. If you would win a good amount then nothing was going to come from you. Losing your funds, blaming the casino, trying to take sympathy is not how it works. You lost - that's a fact, now move on. There are no excuses.

This might not be enough; the account is technically still active on their servers and has clearly been flagged as a target. The casino might still be able to send the OP even crazier promotions via old email. The OP would have to seriously mess up the account credential, profile ID and forget the email addresses associated with any casinos.

If someone wants to give up something for real then there are many other ways including the ways you mentioned. OP is simply asking for a refund with a story :-)

So a request for self-exclusion can just be ignored and the casino has no responsibility? In the real world, luckily, that's not how it works.

To others:

Xyes has nothing on their website that lets you self-exclude, no part of your profile mentions anything about that. Their rrspinsible gambling page just tells you to contact chat, which I clearly did back in September. Self-exclusion isn't rocket science.

The way Gamban works is it has a database of websites that are blocked, xyes had not ben added yet. I don't blame Gamban, just myself and the casino. I had an itch and due to their lacking responsible gambling techniques, I got to scratch that itch. I contacted gamban and xyes is now on the list. They're very quick with such things.

I agree that the site will likely never respond, but then this serves as a warning. I also opened a case on casino.guru, maybe sonething will come from that.

[rat03gopoh]

OP is simply asking for a refund with a story :-)

Oh yeah, I missed this part because I was fixated on the "additional notes" and subsequent reply.

I thought the OP was just urging support to act on his self-exclusion request immediately, but it turns out there's another initiative. If the OP truly lost fairly, OP  should change this detail: "Amount scammed:" to "Goodbye:"

[rohang]

TBH people putting OP at fault aren't wrong.

He lost his money by himself and is responsible for it,

However, there is a reason every gambling license requires casinos to allow players to self exclude easily and quickly without hassle
XYes obviously has no intention of following that, which should be concerning to anyone who wants to play there

[AHOYBRAUSE]

TBH people putting OP at fault aren't wrong.

He lost his money by himself and is responsible for it,

However, there is a reason every gambling license requires casinos to allow players to self exclude easily and quickly without hassle
XYes obviously has no intention of following that, which should be concerning to anyone who wants to play there

Exactly that. Both parties are to blame, but only 1 party has a financial loss while the other has a gain because they did not do that they are supposed to do. Ignoring self exclusion requests is against their license agreement so cases like this should actually give them trouble, at least I hope so.
I don't think OP is looking for a handout per se, he actually has a point, even when it's straight out of desperation. Not sure if he would lose a refund somewhere else, that might happen, actually I am sure about it. But XYes making a profit out of the situation also doesn't seem right here. There are clear rules about this kind of thing and they blatantly ignore it, which is not right.

[memehunter]

If you would win a good amount then nothing was going to come from you.

I wonder if casino would have blocked his account after that potential big win as he already contacted the casino for self-exclusion. I am not saying that casino will do it. BUT is a possibility and it goes both way.

BTW, OP, I do think you have a legitime case here specially if you told them that you are 12 years old and they still did not do anything about it and let you deposit and play.
 

At some point I told support I was 12

Can you provide proof of this conversation? and please tell us if you are actually 12 years old?

EDIT:
My bad I did not see it

[tvplus006]

...XYes refuse to self-exclude me despite telling them I have a gambling addiction. Today, I messed up. I deposited over $5000 and lost every last bit. ..

I also had problems with this casino regarding wagering, which I previously wrote about here - https://bitcointalk.org/index.php?topic=5560966 But my problems are just a small thing compared to yours. If you look at the problem objectively, then blocking your casino account will not be crucial in solving your problem, since you can open an account at any casino within a few minutes at any time and lose your money there.

[khaled0111]

I can’t believe what I’m reading here! If a gambler contacts customer support and asks for self-exclusion then the very first thing the support agent must do is to escalate the request to the relevant team. Then that team must immediately block the user's account and prevent him from depositing or playing as soon as possible.
However, I have to say that it’s hard to follow the sequence of events because the shared screenshots aren’t arranged in an organized way and there are no timestamps.

[nutildah]

and please tell us if you are actually 12 years old?

He's not actually 12, he was just claiming to be 12 to catch their attention. But it looks like he was talking to a bot. I don't know if that's the only customer service they have, and the one OP is supposed to contact per the Xyes terms of service. If it is, then yes, this is a weak point of the casino that should be improved to meet the standards of their license.

Regardless, and as has been pointed out already, there is nothing in the screenshots that suggests a sequence of events, and ultimately its OP's responsibility to stop gambling. There's not enough preventative measures in the world to stop somebody from losing their own money, if that's really what they want to do.

[memehunter]

it looks like he was talking to a bot.

Hmm, that make sense but still this should have been considered as self admission for immediate pause on deposits and gameplay. The industry practice is to act immediately upon self exclusion request.

ultimately its OP's responsibility to stop gambling. There's not enough preventative measures in the world to stop somebody from losing their own money, if that's really what they want to do.

Well, I agree that it is super easy to circumvent through self-exclusion but this cannot be used as justification for casino's unprofessional handling. If OP bypasses the self-exclusion then we can blame OP but IMO this time Casino is at fault.
 

[AHOYBRAUSE]

Well, I agree that it is super easy to circumvent through self-exclusion but this cannot be used as justification for casino's unprofessional handling. If OP bypasses the self-exclusion then we can blame OP but IMO this time Casino is at fault.
 

100% agreed. Humans are weak, that's why there are rules in place to protect people, in this case players, of their own actions. They can't just bend the rules however they want, it's part of their license agreement. If I was OP I would get in contact with the licensor since this site is clearly in violation of their agreement. If they will actually care about it care is a different story of course, yet I at least would go that route.

[nutildah]

Actually, I totally forgot that this casino doesn't actually have a license but is pretending that they do, lol.



This is a straight-up lie. Their license doesn't exist. Therefore they aren't actually being held to any kind of regulatory standards, and its gonna be really hard to get this money back even if OP does have an actual case (which we don't know - none of us know - we are just taking OP's evidence in good faith).

Still, this is bad and I think Xyes should be tagged for lying about their license. There is a flag but I am the only DT supporting it, and surprise surprise, guess who is the only DT opposing it...

Since Xyes does not provide any kind of license number (they formally provided a made-up one, LOL), its impossible to verify the existence of their license. Several casino review sites have also stated that Xyes doesn't have a license:

https://www.realmoneyaction.com/casinos/xyes-casino/

The License

We’ve talked about more important things than the games and even the bonuses, both of which are a point of reference for a quality online gambling site for many gamblers, some of which may disregard the most important aspect of any iGaming site, which is the license.

Before we move on to the many qualities that this online casino possesses, we need to inform you that it operates without an official license.

For those who are new to this online gambling world, it means that there will be no official third party to uphold the laws and regulate the casino and if some kind of dispute happens it will be between you and the casino itself.

[memehunter]

I think Xyes should be tagged for lying about their license.

Help me understand the lying aspect, did they claim that they have a valid license in the past? What was the made up number?
In the post you quoted, it seems they used a license number from 2022 (correct me if I am wrong), is it possible that they renewed and forgot to update?
If they claim to be licensed and deleted/modified that claim after being exposed here, no doubt that it is a clear cut case worthy of a tag.
BUT, IMO, if any casino does not have a license and totally transparent about it since the start, I don't think a tag is needed in that case.

Warning:

I'm still doing my review on XYes but these guys don't have a valid license. There's a GCB seal on the bottom left of all casinos in Curacao. Green means they have a valid license. Orange means you can continue to operate but the application is still in process. When you click the seal it'll show the license information. There's a one year validity cycle. All the licenses start with the first 4 numbers 2023 or 2024.

XYes has no seal and the license number isn't valid. It starts 2022.

[nutildah]

I think Xyes should be tagged for lying about their license.

Help me understand the lying aspect, did they claim that they have a valid license in the past? What was the made up number?

Yes and yes, its in a post a few down from the one I linked:

2022    OGL/2022/501/017

In the post you quoted, it seems they used a license number from 2022 (correct me if I am wrong),

Yes you are wrong. That license number format wasn't used until 2023. They totally made it up.    After this was pointed out to them, they removed it from the website. Now they just claim to have a license but don't provide a number. If they want to come here and correct me then I will remove the tag.

I'm starting to see the value of having a license because if they did and followed its requirements, this type of situation may not have happened in the first place.

[henry_of_skalitz]

I think Xyes should be tagged for lying about their license.

Help me understand the lying aspect, did they claim that they have a valid license in the past? What was the made up number?

Yes and yes, its in a post a few down from the one I linked:

2022    OGL/2022/501/017

In the post you quoted, it seems they used a license number from 2022 (correct me if I am wrong),

Yes you are wrong. That license number format wasn't used until 2023. They totally made it up.    After this was pointed out to them, they removed it from the website. Now they just claim to have a license but don't provide a number. If they want to come here and correct me then I will remove the tag.

I'm starting to see the value of having a license because if they did and followed its requirements, this type of situation may not have happened in the first place.

^ This info goes back to November and beyond (I found it in this review and some more, but I didn't go through them yet), so, yeah, I agree.

Usually platforms have a section for the license they have, so that there is no confusion like we have here.