Xon Bet Casino - O levantamento dos prémios dos jogadores está atrasado.

They took all this money from me when I asked for a withdrawal

Mi hanno preso tutti sti soldi quando io o chiesto prelevo

Dear 8114,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I wanted to say that the sum is 13,554,690 because I see that it is not written well I sent you a link they took all the money they are no longer in my account

Volevo dire che la somma è 13.554.690 perché vedo che non è scritta bene vi o mandato un link i soldi li hanno preso tutto non sono più nel mio conto

Dear 8114,

Can you please clarify what kind of bonus did you claim to accumulate your winnings?

Additionally, how much was your balance when you finished the wagering requirements of that bonus.

If possible, please forward your betting history to nikolas.b@casino.guru for further review.

Thank you in advance.

Regards,

Nick

Dear 8114,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, nothing has arrived, no money, I await your response on this case

Salve non è arrivato niente nessun soldi, aspetto la vostra risposta di questo caso

Dear 8114,

Can you please answer to my previously given questions?

We need as much information as possible to fully understand the issue.

Awaiting your response.

Regards,

Nick

Hi, I sent you the email you asked me a few days ago with all the things you asked me.

Salve li o mandato imail che lei mi a chiesto un po di giorni fa con tutto le cose che lei mi chiedeva

My bonus was only 50 euros and I bet at the casino everything they said

Il mio bonus era solo 50 euro e o scommessa al casino tutto quello che loro dicevano

Dear 8114,

Can you please advise how much was your balance when you have finished the wagering requirements of the bonus?

Please keep in mind that as it was a no deposit bonus, the maximum allowed winnings were 50€:

For further review, please forward your full betting history to nikolas.b@casino.guru.

Regards,

Nick

Hi it was the bonus with a deposit of 25 euros

Salve era il bonus con deposito di 25 euro

Thank you 8114 for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you very much I hope it gets resolved

Grazie mille spero che si risolve

Hello there,

Thank you 8114 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Xon Bet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Thank you very much Peter I hope everything is fine I await your reply have a good evening

Grazie mille Peter speriamo che va tutto bene aspetto la vostra risposta buona serata

Dear Peter,

Thank you for your help in resolving this complaint.

The write-off was made according to rule 3.6.3 (7.5.1), which were already in our site rules at the time of user registration. We would like to draw your attention to the fact that upon registration the user read all the rules of the site and checked the box that the rules had been read and he agreed with them.

We ask you to pay attention to rules 3.6.3 and also the same rule in the section "7. Bonus terms and conditions" - 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.

The user activated the bonus and the withdrawal was checked, and the balance was adjusted accordingly. The user was left with the remaining balance for withdrawal, but the user played it back.

All actions were performed legally on our part. If the user has questions about bonuses, they can always check the Terms and Conditions regarding the bonus section again, or contact support.

In case of questions, we will be happy to help.

Hi Peter what do you mean nothing is being done? I saw that they closed my account

Ciao Peter cosa significa che non si fa niente? Ho visto che mi hanno chiuso aucunt

Dear Xon Bet Casino representative, would it be possible to share the date when this rule was added to the terms and conditions, and additionally, share when the player registered to the casino and took the bonus? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear 8114, could you clarify if you lost access to your account? Thank you!

Hi Peter no and ok I can log in to the aucunt thanks. Any news on my case? Thanks

Ciao Peter no e a posto riesco entrare sul aucunt grazie. Qualche novità sul mio caso? Grazie

Dear Peter,

We have sent you an email with clarifications, please review it. 

Hi Peter, what are these clarifications that he sent you via email?

Ciao Peter cosa sono questi chiarimenti che ti a inviato su imail ?

Thank you for providing me with the information Xon Bet Casino representative. I have responded to your email and I await your response!

Dear 8114, the casino has provided me with your registration date and a date when the rule relating to your capped winnings was added to the terms and conditions; however, I requested further clarification on the matter. I will keep you updated about any new developments. Thank you for your patience during this time!

Thanks Peter for all you do I look forward to hearing from you

Grazie Peter per tutto quello che fai aspetto aspetto le novità

Dear Peter,

We have included a document in the email we sent you; please review it. Thank you in advance.

Hi Peter what does it mean? I thank you for everything you do, but I think they don't want to give anything but I trust you I await your response

Ciao Peter cosa significa? Vi ringrazio per tutto quello che fai ,ma mi sa che loro non vogliono dare niente però io o fiducia su di te aspetto la vostra risposta

Thank you for providing the evidence regarding the rule update Xon Bet Casino representative. While this clearly confirms that the rule was added to the terms and conditions on March 18, 2025, we believe that, in the interest of transparency and a better player experience, such important changes should be communicated more prominently. Ideally, this information should be displayed directly within the bonus conditions or presented via a pop-up or notification when a player attempts to activate the bonus. We recommend implementing such measures to help prevent misunderstandings like this in the future.

Dear 8114, the casino has provided documentation from their back office confirming that the rule in question was added to the bonus terms on March 18, 2025. While we believe such changes should be clearly communicated, the casino has demonstrated that the rule was in place at the time you claimed your bonus. With that in mind, the casino has acted in accordance with its terms and conditions, and your winnings have been capped as accordingly. I understand this outcome may be disappointing, and I regret that I couldn't provide a more favorable resolution. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter