Welcome,

Been gambling a lot on this website, I am a vip user and never had any issue with them.
Last month on 2 april, I contacted the live chat and asked to be self excluded for amount 2 months until 1 june to be exact.
They replied to me stating that I should contact block@1x-bit.com with this request and that they will take care of it.
I did this (proof attached) and they never got back to me. I even contacted the live chat 1-2 days after in which they stated that I should wait for a response.

Weeks passed, on 22/23 april I deposit around 20 MBTC in total and I lost.
I got really mad, I contacted live chat again and asked to be permanently blocked and they told me to send a email, which is what I did.
Now they blocked my account really quickly, within hours.

Now I am requesting a refund because I asked to be self excluded and they did not grant it now they claim through email that they never received such request from me when I did in fact send them a email + I contacted live chat.

I contact live chat now again today to ask for history of my live chat so that I can have extra proof that I contacted them more then once through live chat to be self excluded to make my case even more stronger - they say it's not possible to send me a history of the live chat, that they do not keep this.

Competely unbelievable. I know all the warnings about this casino but I never had a problem with them and they were actually so nice but this right now is extremely bad customer service.
Am I in the right here or wrong guys?

Photo 1 where I request to be self excluded: https://imgur.com/a/U5WwvpO
Photo 2 where I request to be perm banned after I gambled: https://imgur.com/a/aFtcYey
Photo 3 where they claim that they did not receive a request from me to be temporary self excluded, even though I emailed + contacted live chat multiply times: https://imgur.com/a/nqIECAo
Photo 4 where they state they cannot give me my live chat history: https://imgur.com/a/n2SE5no