Xon Bet Casino - Η ανάληψη του παίκτη έχει καθυστερήσει.

Dear Customer Service,

I would like to report a serious problem regarding a withdrawal I made.

On _24/12/2025__ I requested a withdrawal of €1000 plus €2600 after having correctly used the bonus and exceeded the bonus balance, which was therefore converted 110% into real money and fully withdrawable, as had already happened previously without any problems.

The withdrawal in question, however, was never credited to my bank account. Furthermore, the amount appears to have been reversed or removed directly from my balance, without me receiving any credit or a clear explanation.

I consider this situation unacceptable and therefore ask:

an immediate verification of the withdrawal operation;

the restoration of the amount on my gaming account or

immediate credit to my bank account.

I look forward to hearing from you in writing and in detail as soon as possible. If you fail to resolve the matter, I will be forced to pursue my rights with the relevant authorities.

Gentile Servizio Clienti,

con la presente desidero segnalare un grave problema relativo a un prelievo da me effettuato.

In data _24/12/2025__ ho richiesto un prelievo di 1000€ più 2600€ dopo aver utilizzato correttamente il bonus e aver superato il saldo bonus, che risultava quindi convertito al 110% in denaro reale e completamente prelevabile, come già avvenuto in precedenza senza alcun problema.

Il prelievo in questione, tuttavia, non è mai stato accreditato sul mio conto bancario. Inoltre, la somma risulta essere stata stornata o rimossa direttamente dal mio saldo, senza che io abbia ricevuto alcun accredito né una spiegazione chiara.

Ritengo questa situazione inaccettabile e chiedo pertanto:

una verifica immediata dell’operazione di prelievo;

il ripristino della somma sul mio conto di gioco oppure

l’accredito immediato sul mio conto bancario.

Resto in attesa di un vostro riscontro scritto e dettagliato nel più breve tempo possibile. In mancanza di una risoluzione, mi vedrò costretto a tutelare i miei diritti presso le autorità competenti.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Xon Bet Casino.

According to Rule 7.5.1: https://xon.bet/terms

7.5.1. The maximum amount that can be withdrawn from bonus funds is capped at 200% of the bonus amount. Any winnings beyond this limit will not be eligible for withdrawal and will be voided.

Assuming you deposited 140€ using the third deposit bonus of 110%, the casino initially contributed 154€ in bonus money. The maximum withdrawable balance after the wagering of the bonus was completed is therefore 308€

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify which bonus you activated and played? Do I understand correctly that it was the third deposit bonus with 110% bonus money contribution?
• Was the amount left on your account 308€ after the balance was adjusted?

Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, I don't know what type of bonus it was but it wasn't the 3rd deposit, I unlocked the bonus money by making the withdrawable money I made two withdrawals, one of €1000 and the other of €2600 but after 2 days they cancelled the withdrawals and manually withdrew the sum of €3154 leaving €446 in my account. I wanted to point out that I withdrew several times with the same type of bonus without having any problems but this seems absurd to me, they allowed themselves to enter my account and manually withdraw money but how do they allow themselves? In their bonus it only says These are the requirements needed to unlock the bonus money. It doesn't talk about or specify anything more. I'll show you the answer they gave to a friend of mine who also played on the same platform. I asked them to investigate and this is the answer. What they did is not legal and they shouldn't get away with it. In the bonuses, they must specify all the conditions and as you can see here, it doesn't talk about any paragraph 7.5.1 so they have to pay. Please help me and make sure no other player gets cheated in this way.

Salve,non so quale tipologia di bonus fosse ma non era il 3 deposito,ho sbloccato il denaro bonus facendo diventare il denaro prelevabile effettuato due prelievi uno di 1000€ e l’altro di 2600€ ma dopo 2 giorni mi hanno annullato i prelievi e hanno prelevato manualmente la somma di 3154€ lasciando sul mio conto 446€.Volevo specificare che ho prelevato più volte con la stessa tipologia di bonus senza avere problemi ma questo mi sembra assurdo si sono permessi di entrare nel mio account e prelevare manualmente del denaro ma come si permettono?nel loro bonus dice solo di questi sono i requisiti che servono per sbloccare il denaro bonus qui non parla e non specifica nulla in più vi faccio vedere la risposta che hanno dato ad un mio amico che giocava anche lui alla stessa piattaforma gli ho chiesto di indagare e questa è la risposta .non è legale quello che loro hanno fatto e non devono passarla liscia nei bonus devono specificare tutte le condizioni e come potete vedere qui non parla di nessun paragrafo 7.5.1 quindi devono pagare vi prego di aiutarmi e che nessun altro giocatore venga imbrogliato in questo modo

No response?

Nessuna risposta?

Thanks for your patience and the information provided.

If you don't know which bonus you activated, please check the records by activating this option in the records found in your player's profile and share a screenshot.

Please note that we accept situations where the maximum win is specified solely in the general bonus terms and conditions and not in specific bonus terms and conditions.

If, in specific terms and conditions, the maximum win is not specified, but in general terms it is specified, we accept when the limit is applied after the wagering of the bonus is complete.

Looking forward to your reply.

Hi, is this okay?

Salve,trovato va bene così?

?????

Thanks for your patience and for sharing the information with me.

Currently, based on your description of events and the information you provided, we have no valid reason to suspect the maximum win of the bonus was applied incorrectly or unfairly.

Please note that when you accept the bonus, the casino offers you more opportunities to win, the tradeoff is several limitations, such as the maximum allowed bet, the maximum you can win and withdraw from the bonus, the wagering requirement, or the specific games you can play.

If the maximum withdrawable amount from the bonus changed, there is not enough evidence for us to claim the casino changed these rules after you claimed and benefited from the bonus.

Please let me know whether I overlooked or haven't considered any information regarding your particular situation.

Looking forward to your reply.

Dear Surry83,

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,
Tomas
Casino.Guru