The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment hadn’t been processed yet. He later reported that €3,400 in winnings remained outstanding, while the casino kept citing delays and asked him to complete a new verification process, which he finished. The complaint was resolved after he confirmed that the issue had been settled, so we marked the case as resolved.
Xon Bet Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €3,400
Xon Bet Casino
Safety Index 4.4 LowCase summary
Discussion
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3 weeks ago
Translation
Hello Casino Guru Team,
I have a pending withdrawal from October 4th, 2026. I am verified and have previously had at least 8 withdrawals, all of which were processed within 3 days. Currently, however, there are significant delays, and I keep getting the same excuses. When I complain directly to support, I always receive the same stock phrase.
Thank you for contacting us!
Could you please describe in more detail whether you have any questions or need assistance? I look forward to your reply and will be happy to help.
You can be assured that you will receive professional support from our customer service team, who will be happy to assist you with any questions you may have.
Should you have any further questions, please do not hesitate to contact our support team.
Best regards,
Everything that's going on right now seems very unprofessional to me.
Is there any way you can help me?
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3 weeks ago
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.
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3 weeks ago
Dear Tomi559,
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
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2 weeks ago
Dear Tomi559,
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.
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2 weeks ago
TranslationHi Jean, thank you very much for the information.
I haven't received my payout yet, but I should mention that I cancelled the withdrawal again and tried my luck again. As of October 14, 2026, a total of €3,500 is outstanding for payout, which also hasn't been processed yet. In this case, we'll wait the full 14 days and then see what happens next...
Greetings Tomi559
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1 week ago
TranslationNew information regarding my outstanding withdrawal since October 14, 2026 at xonbet.
I still haven't received anything and keep getting the same answer that the payout department is very busy and there will be further delays.
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1 week ago
Thank you for the update. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I can understand the situation.
- Could you let us know when you made your last successful withdrawal and how long it took to be processed?
- Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
- Do I understand correctly that your account is fully verified?
- Have you accumulated your winnings with or without an active bonus?
- Please share screenshots of your withdrawal history and recent communication with the casino regarding the withdrawal delays.
Thank you in advance for your reply.
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1 week ago
TranslationHi Jean!
1. My last withdrawal request was on October 5, 2026, and the money was in my bank account 3 days later.
2. I always chose the same payout option via bank transfer.
3. My account is fully verified.
4. I partially earned my winnings through a successfully wagered bonus. The bonus does not include a winnings limit. No objections were raised, as the casino attempted the first withdrawal on April 7, 2026, but there were not enough funds in my account at that time, as requested. The withdrawal was canceled, and I was instructed to submit a new request.
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1 week ago
TranslationRegarding the last point, where should I send the evidence?
Edited
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1 week ago
TranslationPlease do not make the chat history posted here public. Thank you.
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3 days ago
Dear Tomi559,
Thank you for your cooperation and for providing all the necessary information. As instructed, I've set the chat history to private. 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, Maria, (maria.b@casino.guru). 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,
Jean
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3 days ago
Dear Tomi559,
It’s a pleasure to e-meet you. My name is Maria, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Xon Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Xon Bet Casino,
Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.
Thank you in advance for your cooperation and prompt response.
Best regards,
Maria
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3 days ago
TranslationHello Maria, thank you very much for the information and support.
Here's the latest update.
As previously described, my last withdrawal request has been pending since October 14, 2026. Last week, something further happened; they wanted me to complete a new verification process, which was fully completed today.
My withdrawal has still not been processed. The process is still delayed.
Kind regards
Tomi559
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2 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Tomi559,
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,
Maria
