Xon Bet Casino - Il giocatore non ha ancora incassato le vincite.

Since March 2nd, I have been waiting for the payout of my winnings totaling €26,600. An initial test payout of €150 has already been successfully processed, proving that my account has been accepted in principle.

Since then, I've been given the runaround regarding the remaining amount (currently €5,000 requested). Today, March 14th, I received another email from a manager named Julie, claiming that verification takes 48 hours. These 48 hours have already passed several times since March 2nd.

This is clearly a deliberate stalling tactic to prevent the disbursement of a large sum of money. I have submitted all the necessary documents and demand immediate processing and payment of the full €26,600.

​Seit dem 02.03. warte ich auf die Auszahlung meiner Gewinne von insgesamt 26.600 Euro. Eine erste Test-Auszahlung von 150 Euro wurde bereits erfolgreich durchgeführt, was beweist, dass mein Konto grundsätzlich akzeptiert wurde.

​Seitdem werde ich für die restliche Summe (aktuell 5.000 Euro beantragt) nur noch hingehalten. Ich habe heute am 14.03. erneut eine E-Mail von einer Managerin namens Julie erhalten, die behauptet, die Verifizierung dauere 48 Stunden. Diese 48 Stunden sind seit dem 02.03. bereits mehrfach verstrichen.

​Es handelt sich hier offensichtlich um eine bewusste Hinhaltetaktik, um die Auszahlung einer hohen Summe zu verhindern. Ich habe alle Dokumente eingereicht und fordere die sofortige Bearbeitung und Auszahlung der gesamten 26.600 Euro.

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Dear Mario1401,

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

The casino has rejected my documents again and is demanding verification for the fourth time. This is completely unjustified, as the exact same documents were already required for an initial withdrawal of €120. The € were accepted. My account was therefore already verified. This is clearly a delaying tactic to prevent the payout of the remaining €26,600. I ask the CasinoGuru team to take this behavior into account when evaluating the case.

Das Casino hat meine Dokumente nun erneut abgelehnt und verlangt zum vierten Mal eine Verifizierung. Dies ist völlig unbegründet, da exakt dieselben Dokumente bereits für eine erste Auszahlung von 120€ akzeptiert wurden. Mein Konto war also bereits verifiziert. Es handelt sich hierbei offensichtlich um eine reine Hinhaltetaktik, um die Auszahlung der verbleibenden 26.600 € zu verhindern. Ich bitte das CasinoGuru-Team, dieses Verhalten in der Bewertung des Falls zu berücksichtigen

Dear Mario1401,

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.

Reply to CasinoGuru:

"Hello Karla, no, unfortunately the problem is absolutely not resolved. On the contrary: The casino rejected my documents again today, even though my account was already successfully verified for an initial withdrawal (€120). There is no progress; the withdrawal of €26,600 continues to be blocked without any comprehensible reason. I therefore urge you to officially contact the casino now and request an explanation."

​Antwort an CasinoGuru:

​"Hallo Karla, nein, das Problem ist leider absolut nicht gelöst. Im Gegenteil: Das Casino hat meine Dokumente heute zum wiederholten Male abgelehnt, obwohl mein Konto bereits für eine erste Auszahlung (120€) erfolgreich verifiziert war. Es gibt keine Fortschritte, die Auszahlung der 26.600 € wird weiterhin ohne nachvollziehbaren Grund blockiert. Ich bitte Sie daher dringend, das Casino jetzt offiziell zu kontaktieren und um eine Stellungnahme zu bitten."

"Hello Karla, no, the problem is absolutely not solved. On the contrary: the casino has rejected my documents again. I am still waiting for the payout of €26,600. Please contact the casino, as my evidence (€120 Revolut payment) is clear. I need your help to move forward with this."

​"Hallo Karla, nein, das Problem ist absolut nicht gelöst. Im Gegenteil: Das Casino hat meine Dokumente erneut abgelehnt. Ich warte weiterhin auf die Auszahlung von 26.600 €. Bitte setzen Sie sich mit dem Casino in Verbindung, da meine Beweise (120 € Revolut-Zahlung) eindeutig sind. Ich brauche Ihre Hilfe, um hier weiterzukommen."

"Hello Karla,

I've looked at the casino's email again carefully. In this email (points 1 and 2), the casino lists my exact card number (Revolut) and my complete IBAN (LT...).

This proves two things:

The casino already has all my data in its system.

They have already paid me €120 based on exactly this data.

It is therefore completely illogical that my documents are suddenly no longer sufficient for the €26,600. This is a pure delaying tactic. I urge you to confront the casino directly with this contradiction: Why is the same information good enough for €120, but supposedly not verified for €26,600?

Thank you so much for your help!

​"Hallo Karla,

​ich habe mir die Mail des Casinos noch einmal genau angesehen. In dieser Mail (Punkt 1 und 2) listet das Casino meine exakte Kartennummer (Revolut) und meine vollständige IBAN (LT...) auf.

​Das beweist zwei Dinge:

​Das Casino hat meine Daten bereits vollständig im System.

​Sie haben mir auf genau diese Daten bereits 120 € ausgezahlt.

​Es ist also völlig unlogisch, dass meine Dokumente für die 26.600 € jetzt plötzlich nicht mehr ausreichen sollen. Das ist eine reine Verzögerungstaktik. Ich bitte Sie, das Casino direkt mit diesem Widerspruch zu konfrontieren: Warum sind dieselben Daten für 120 € gut genug, aber für 26.600 € angeblich nicht verifiziert?

​Vielen Dank für Ihre Hilfe!"

Dear Mario1401, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

"Hello Karla, thank you for your feedback. I have just provided the requested answers and sent you all the evidence (emails from the casino confirming my IBAN/card details, as well as proof of the €120 withdrawal already processed) directly via email to [email protected] sent.

For your information: No active bonus was used (the bonus was fully wagered) and only casino games were played. I am now awaiting your review.

"Hallo Karla, vielen Dank für die Rückmeldung. Ich habe die geforderten Antworten soeben gegeben und Ihnen alle Beweise (E-Mails vom Casino mit Bestätigung meiner IBAN/Karte sowie den Beleg über die bereits erfolgte 120 € Auszahlung) direkt per E-Mail an [email protected] geschickt.

​Zur Info: Es wurde kein aktiver Bonus genutzt (Bonus wurde komplett ausgespielt) und es wurden nur Casinospiele gespielt. Ich warte nun auf Ihre Prüfung."

Dear Mario1401,

Thank you for your update and for providing all the supporting documents.

To better understand your situation, I would like to clarify a couple of points:

Could you please confirm whether the bonus you mentioned has been fully completed and all wagering requirements have been met?

Also, could you specify how much of your total winnings has already been successfully processed and paid out to you so far?

Thank you very much in advance for your reply. I look forward to your clarification so we can proceed further with your case.

Karla

"Hello Karla, thank you very much for your quick reply on Monday morning. Here are the details regarding your questions:"

Bonus: Yes, I hereby confirm that the bonus has been fully credited and that I have fulfilled all wagering requirements 100%. At the time of winning, the bonus had already been completely converted into real money. I have not violated any bonus rules.

Amount already paid out: So far, only €120 has been successfully processed and paid out to me (to my card ...8857 / IBAN ...4425). The entire remaining amount of €26,600 is blocked by the casino, citing allegedly missing verification, even though the €120 has already been transferred using the same method.

I hope this information helps you to now complain directly to the casino about the case.

„Hallo Karla, vielen Dank für die schnelle Rückmeldung am Montagmorgen. Hier sind die Details zu Ihren Fragen:

​Bonus: Ja, ich bestätige hiermit, dass der Bonus vollständig gutgeschrieben wurde und ich alle Umsatzbedingungen zu 100 % erfüllt habe. Zum Zeitpunkt des Gewinns war der Bonus bereits komplett in Echtgeld umgewandelt. Ich habe gegen keine Bonusregeln verstoßen.

​Bereits ausgezahlter Betrag: Bisher wurden lediglich 120 € erfolgreich bearbeitet und an mich ausgezahlt (auf meine Karte ...8857 / IBAN ...4425). Der gesamte Restbetrag von 26.600 € wird vom Casino mit Verweis auf die angeblich fehlende Verifizierung blockiert, obwohl die 120 € bereits über dieselbe Methode fließen konnten.

​Ich hoffe, diese Informationen helfen Ihnen, den Fall nun direkt beim Casino zu beanstanden."

"Hello Karla,

I just wanted to give you an important update: The casino sent me the exact same standard email again today with the absurd demands (police letters, etc.).

This proves to me that they are simply ignoring my previous submissions and the fact that they have already paid me €150. They are sending me the same text for the second time to buy time.

I have attached screenshots of today's email so you can see that nothing is happening.

Best regards,

Mario

​„Hallo Karla,

​ich wollte Ihnen nur ein wichtiges Update geben: Das Casino hat mir heute exakt dieselbe Standard-E-Mail mit den absurden Forderungen (Polizeibriefe etc.) noch einmal geschickt.

​Das beweist für mich, dass sie meine bisherigen Einsendungen und die Tatsache, dass sie mir bereits 150 € ausgezahlt haben, einfach ignorieren. Sie schicken mir zum zweiten Mal denselben Text, um Zeit zu schinden.

​Ich habe Ihnen die Screenshots der heutigen Mail angehängt, damit Sie sehen, dass sich nichts bewegt.

​Beste Grüße,

Mario

Dear Mario1401,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Lucka, [email protected] . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Mario1401,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Xon Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Lucia,

The user's documents were last checked on March 16, and they have not uploaded any new documents since then.

The user has been asked to provide the following documents:

- A selfie with an ID document – we ask the user to take a selfie with their ID document to ensure the photo is clear and all information is legible; we also ask that the document not cover the user's face

- Proof of address - we ask to provide an official document issued no more than 3 months ago that includes your first name, last name, and residential address. It is important to note that the residential address cannot be verified using the same document used to verify the user's identity or payment method.

- Document to verify the bank card payment method - We ask the user to upload a photo of the bank card or a PDF account statement showing the card number and the cardholder’s first and last name on the same page. In this user’s case, this information was on two different pages, so the document was rejected. 

- Document to verify the bank account: We ask the user to upload a screenshot from their online banking system or a bank statement. We need to see the user's account number and the account holder's name. 

We ask the user to upload all of the above documents to the verification window, and we will review them as soon as possible.

If you have any questions, we’d be happy to help. 

"Hello Lucia,

As announced, I have just re-uploaded the documents requested by the casino (selfie, proof of address and bank confirmation with name and IBAN on one page).

The casino has now indicated a processing time of 24-48 hours (see attached screenshot). Since the casino claimed in its message that I haven't submitted anything since March 16th, I would like to clarify that I consider any further delays to be pure harassment.

I have fulfilled all the conditions and am now waiting for confirmation and payment of my real money winnings.

​"Hallo Lucia,

​wie angekündigt habe ich die vom Casino geforderten Dokumente (Selfie, Adressnachweis und die Bankbestätigung mit Name und IBAN auf einer Seite) soeben erneut hochgeladen.

​Das Casino hat mir nun eine Bearbeitungszeit von 24-48 Stunden angezeigt (siehe beigefügten Screenshot). Da das Casino in seiner Nachricht behauptet hat, ich hätte seit dem 16. März nichts mehr eingereicht, möchte ich hiermit klarstellen, dass ich ab jetzt jede weitere Verzögerung als reine Schikane betrachte.

​Ich habe alle Bedingungen erfüllt und warte nun auf die Bestätigung und die Auszahlung meines Echtgeld-Gewinns."

Dear parties,

thank you both for updating us on the matter. Please let us know when any new developments arise.