Xon Bet Casino - A retirada do jogador está atrasada.

Hello, Casino Guru team,

I would like to file a complaint against the Xon.bet platform. On July 4, I won €1,000 and since then I have been trying to update my address to be able to verify my account and release the withdrawal.

I sent all the documents requested, including a new PDF version on July 29, but so far I haven't received a clear answer. Support says that my documents are incorrect, but has never explained what is wrong, making it impossible for me to make corrections.

A month has passed and the situation remains unresolved, with generic and delayed responses. My money remains blocked and Xon.bet has not cooperated in solving the problem.

I ask Casino Guru to intervene so that this situation is clarified and resolved as a matter of urgency.

Sincerely,

******

Olá, equipe Cassino Guru,

Venho por meio desta registrar uma reclamação contra a plataforma Xon.bet. No dia 4 de julho ganhei 1000€ e desde então estou tentando atualizar minha morada para conseguir verificar minha conta e liberar o saque.

Enviei todos os documentos solicitados, inclusive uma nova versão em PDF no dia 29 de julho, mas até agora não recebi nenhuma resposta clara. O suporte informa que meus documentos estão incorretos, porém nunca explicou o que está errado, impossibilitando que eu faça as correções.

Já se passou um mês e a situação permanece sem solução, com respostas genéricas e atrasadas. Meu dinheiro permanece bloqueado e a Xon.bet não tem colaborado para resolver o problema.

Peço que o Cassino Guru intervenha para que essa situação seja esclarecida e solucionada com urgência.

Atenciosamente,

******

Hello,

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

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

• Could you please explain whether your previous address was verified in the past in this online casino?
• Have you moved since you originally filled out your player's profile?
• Could you please list which documents you provided to the casino to verify your address?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

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We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear reistobias00758,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas