The player from Germany faced difficulties withdrawing her winnings as her account was blocked due to alleged "multi-account use," which she denied. She sought clarity on the situation and wanted her withdrawal processed after winning a significant amount. The issue was resolved after communication with the casino support, which confirmed that the account block was an error, leading to the funds being refunded to her new account. The complaint was marked as 'resolved' by the Complaints Team following the player's confirmation of the resolution.
Xon Bet Casino - Player's account is closed due to alleged multi-account use.
Resolved
Our verdict
Case closed
Amount: €5,000
Xon Bet Casino
Safety Index:LowCase summary
Discussion
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4 months ago
Translation
My account was blocked for alleged "multi-account use" (Rule 3.1.2), and this is completely unfounded. I never opened or used a second account. I played normally, then won a significant amount – and immediately afterward, my account was suddenly blocked and the withdrawal refused. This seems anything but fair. That's why I'm writing here, because I want clarity and transparency. I want to receive my withdrawal, but I can't.
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4 months 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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4 months ago
Dear MariaBaier93,
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 understand the whole situation completely.
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 advise 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,
Veronika
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3 months ago
TranslationI actually created an account a long time ago, but I had it blocked myself back then. Later, I opened this current account, and now it's been blocked. I'd completely forgotten about the old account and, to be honest, didn't realize I wasn't allowed to create a new one. It was a complete misunderstanding.
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3 months ago
Thank you for the information. Could you please specify when exactly you registered at this casino for the first time and when exactly you closed this account? Did you close your account normally, or did you request self-exclusion due to gambling-related issues?
When exactly did you register your most recent account at this casino?
Have you passed the full KYC verification in any of your accounts?
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3 months ago
Dear MariaBaier93,
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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3 months ago
TranslationI just wanted to let you know that this complaint is no longer relevant. I was in contact with support the whole time, and after a re-evaluation, it turned out that it was indeed an error. The funds have been refunded to my new account. Even though it all cost me a lot of time and nerves, it was worth the effort in the end.
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2 months ago
Dear MariaBaier93,
We're glad to hear that your issue has been resolved. 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, please 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,
Veronika
Casino.Guru
