Xon Bet Casino - Player believes that their withdrawal has been delayed.

Hallo,

Meine Auszahlung wurde zum zweiten Mal abgelehnt.

Eine Erklärung warum meine Auszahlung heute, am 23.04. abgelehnt wurde gibt es nicht.

Eine Verifizierung war bisher nicht notwendig. Auf Emails keine antworten bisher.

Jetzt ist die Website auch noch down..

Dear xSerious169,

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.

Dear xSerious169,

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.

Hallo, nein, das Casino nutzt alle möglichen Verzögerung Tricks, um mein Geld nicht zu bezahlen

Dear xSerious169,

Can you please advise if your account has been fully verified and if you have accumulated your winnings with real money or a bonus?

Additionally, please forward the e-mail communication between you and the casino to nikolas.b@casino.guru for further review.

Looking forward to hearing from you.

Regards,

Nick

Ich bin verifiziert und habe keinen Bonus genutzt.

Das Casino hat das Geld angeblich vor vier Tagen gesendet. Bisher ist noch nichts angekommen.

Genau zwei Wochen sind vergangen. Ich habe mein Geld nicht erhalten.

Thank you xSerious169 for all the information provided. I will now forward your complaint to my colleague Martin (martin.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello xSerious169,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Xon Bet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which xSerious169 can expect his withdrawal to be processed?

Seit letzten Freitag steht die Auszahlung auf abgeschlossen.

Das Geld ist aber einfach nicht angekommen

Dear Martin,

Thank you for your assistance in resolving the complaint.

Please note that the withdrawal request was created on the 23rd of April. Then the user pass verification and the withdrawal request was not processed correspondingly. When verification was completed (second of May), the withdrawal request was processed from our side and then it got the status of ‘success’.

I would also like to point out that all emails were answered to the user and all his queries were answered; the user was informed accordingly. When registering, he also agreed with the rules that verification may be requested when creating a withdrawal request.

The withdrawal request acquired the status of ‘success’ on the 2nd of May. For the Bank Transfer payment method chosen by the user, the time of crediting the withdrawal request from the moment of transition to the "success" status lasts up to 7 working days (weekends are not considered).

At the moment it lasts only the 4th working day. If after 7 working days the withdrawal is not credited to the bank account, we kindly ask the user to contact us and we will check the transaction again.

In case of questions - always glad to help and ready for co-operation.

Das ist korrekt.

Ich habe jedoch beim Casino nachgefragt, ob es mir die IBAN bestätigen kann, an die das Geld gesendet wurde. Das wollte der Support jedoch nicht machen, warum auch immer.

Ich warte noch bis Freitag. Es ist jedoch trotzdem komisch, dass es so lange dauert.

Dear parties,

thank you both for clearing things up. I would like to ask you to continue keeping us updated.

Dear xSerious169,

I hope the withdrawal will be processed soon. In case the issue is not resolved by next week, we will intervene again.

Hallo, das Geld ist noch immer nicht angekommen. Ich habe so gestern als auch heute mit meiner Bank telefoniert und war sogar vor Ort.

Es gibt keine Anzeichen, dass eine Auszahlung über 1800 € auf mein Bankkonto angekündigt ist. Es ist auch absolut nicht möglich, dass wenn das Geld am Freitag gesendet wurde, ist noch nicht angekommen ist.

Ich brauche hier dringend Hilfe, da ich befürchte, mein Geld nicht zu erhalten und dass dies verschwunden ist

Hello xSerious169,

I understand your frustration, but I kindly ask you to wait until the 7 day period (not including the weekends) passes. If money is not credited until then, we will intervene again.

Es sind bereits 5 Tage vergangen. Meine Bank hat mir bestätigt, dass nichts in der Pipeline steht zum gutschreiben..

Die Auszahlung ist nirgends auffindbar.

Dear parties,

as I believe the timeframe has passed, please give us an update on the situation.

Dear xSerious169,

have you received the money?

Nein 🙁

Dear xSerious169,

I am sorry to hear that, but I thank you for your timely response. We will now contact the casino representative again.

Dear casino representative,

could you please check the case and explain the matter to us? Is there a particular timeframe in which the funds might be paid out?

Dear Martin,

A user has previously sent us a bank statement to verify that a transaction has been received in his bank account. Unfortunately, he sent us a bank statement from a different bank account than the one specified when creating the withdrawal request. We have again requested the user to provide us with a bank statement from the bank account specified in the withdrawal request so that we can check the receipt of the payment with the payment provider. 

At the moment we are waiting for a bank statement from 01.05 with all payments with the correct bank account.

Hallo, ich habe euch mehrmals gebeten, die IBAN der Auszahlung abzugleichen.

Da ich zwei Bankkonten zur Einzahlung genutzt habe, konnte ich mich nicht mehr erinnern, welches ich zur Auszahlung genutzt habe.

Mir wurde auch nicht mitgeteilt, welches das korrekte Bankkonto ist

Hallo, ich möchte ein kleines Update geben.

Das Bankkonto, auf welches ich die Überweisung angefordert habe, wurde Ende April geschlossen.

Ich war mir nicht mehr sicher, welches Bankkonto ich zur Auszahlung angegeben habe, weshalb ich beim Casino mehrmals nachgefragt habe.

Leider musste Ende April das Bankkonto, welches ich für die Aufteilung genutzt habe, aus Sicherheitsgründen geschlossen werden.

Somit ist das Geld, welches an diese IBAN gesendet wurde, wieder zurück an das Casino geschickt worden.

ich bitte daher das Casino, zu überprüfen, ob hier die Rückbuchung erfolgreich durchgeführt wurde und das Geld auf meinem Casino Konto gutzuschreiben, so dass ich eine erneute Auszahlung anfordern kann

Ich habe dem Casino jetzt die Bestätigung meiner Konto Schließung vom 25.4.2025 bereitgestellt, einen Kontoauszug von allen Transaktionen im April bis hin zum Schließungsdatum und eine Bestätigung meiner Bank, dass die Auszahlung an das Casino zurückgebucht wurde

Dear xSerious169,

thank you for your continued updates.

Dear casino representative,

can you confirm the funds were charged back to the casino? Are you able to send player's funds to his new bank account? Alternatively, are there any other verification checks we can help you with?

Hello Martin,

We can confirm that all documents and evidence provided by the player have been forwarded to our internal payment provider. At this stage, we are waiting for them to complete their review and confirm the payout status. We will update you as soon as we receive further information from their side.

Vielen Dank. Wenn ihr noch etwas braucht, sagt gerne Bescheid.

Ich habe das Geld jetzt erhalten. Dankeschön!

Dear xSerious169,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Xon Bet Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru