The player from Portugal faced significant delays in correcting his account address, despite having submitted all necessary documents. He experienced a lack of transparency and automated responses from customer support, while his funds remained blocked and inaccessible for withdrawal. The Complaints Team was unable to proceed with further investigation or provide solutions due to the player's lack of response to inquiries. Consequently, the complaint was closed.
Xon Bet Casino - Player’s account balance is blocked.
Closed
Our verdict
Player stopped responding
Amount: €3,000
Xon Bet Casino
Safety Index:LowCase summary
Discussion
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7 months ago
Translation
I created my Xon.bet account on 20/07/2025, with an initial deposit of €100 in real money. I didn't activate any bonuses - the amount at stake was always mine alone.
When I filled in the account details, I later realized that I had made a mistake with the address. I then asked for the address to be rectified, sending all the required documents: proof of address, ID, selfie and extract from the e-wallet used for the deposit.
Initially, I was told via chat and email that the deadline would be 48 working hours. That deadline passed without any resolution. Since then, I've been constantly pushed with repeated answers such as "please wait", "it's under analysis" or "we're following the GDPR", and now it's being said that the process can take up to 30 working days just for a simple address correction.
Chat support is totally automated, with no real involvement in the resolution - the answers are almost always the same, regardless of the situation explained.
At the moment, I have more than €3,000 of blocked balance, with no possibility of withdrawal, no resolution and no transparency in the process. This whole situation is causing me distrust and anxiety, not least because I have complied with all the platform's requirements, with my own money.
I appeal for an urgent resolution of my case, because I'm not asking for anything unreasonable: just the validation of the account and the release of the balance that belongs to me.
Automatic translation:
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7 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:
3.1.3. You must enter all mandatory information requested into your registration form, in particular, your identity, your address and contact details, including a valid e-mail address, your place of residence, phone number, date of birth, relevant payment information; all of which must be true and correct. You are not permitted to use PO Box address as your place of residence. It is your sole responsibility to ensure that the information you provide is true, complete and correct. You are hereby notified that we carry out verification procedures and that your Member Account may be blocked for access or closed if you are found to supply false or misleading information and/or documents.
Could you please clarify the difference between the correct and incorrect addresses? Was the rest of your personal information accurate?
Thank you very much in advance for your reply.
Best regards,
Kristina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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7 months ago
TranslationHello, Cristina,
Thank you for your quick reply.
I can confirm that the address error was simply an oversight when registering. Instead of entering my full and up-to-date address, I entered an incorrect zip code (or a wrong detail - you can adapt depending on the mistake you made). As soon as I realized the mistake, I sent the correct documents and asked for the data to be rectified, as instructed by the platform itself.
The rest of my personal information - full name, date of birth, telephone number and e-mail address - is all correct and matches the documents I sent. The payment method is also in my name, as can be seen from the Neteller receipt I provided.
I want to emphasize that the funds deposited were 100% mine, with real money, and I didn't receive any bonuses or promotions. My intention is only to withdraw my own funds after fulfilling the platform's requirements.
I hope this clarification helps you to follow up on my complaint and I am happy to send you any further information you may consider necessary.
Best regards,
Jorge
Edited
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7 months ago
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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7 months ago
Dear jrosinhas,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
