Xon Bet Casino - Player’s account has been closed for alleged multi-accounting.

mein Account wurde wegen angeblicher „Multi-Account-Nutzung" gesperrt (Regel 3.1.2), und das ist komplett unbegründet. Ich habe niemals ein zweites Konto eröffnet oder genutzt. Ich habe ganz normal gespielt, dann einen größeren Betrag gewonnen - und genau danach wurde mein Konto plötzlich blockiert und die Auszahlung verweigert. Das wirkt alles andere als fair. Deshalb schreibe ich hier, denn ich möchte Klarheit und Transparenz. Ich möchte meine Auszahlung erhalten, das geht aber nicht.

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.

Dear Nazira123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please confirm if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards

Petra

Hey , nein in mein Haushalt hat keiner ein Account bei der Casino , nein ich habe die Dokumente hochgeladen aber dann würde ich nach ein paar Stunden gesperrt .. nein ich habe keine aktiven Bonus

Hello Nazira123,

We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petra will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for providing the previous details, Nazira123.

• Can you specify when your account was blocked and when you made the withdrawal request?
• Do you have any evidence or documentation that supports your claim of not having a second account?
• Could you provide any additional communication you had with the casino regarding the case? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Nazira123,

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.