The player from Germany faced issues with a €20 deposit that had not been credited, and the casino claimed she had used a different account despite her immediate closure of a second account. She was also required to submit verification documents, which had been repeatedly rejected, and she expressed frustration with the unhelpful customer service. The issue was resolved when she discovered that her second account was still active, and the deposit had been credited to it. The complaint was marked as resolved by the Complaints Team.
Xon Bet Casino - Player's deposit has not been processed.
Resolved
Our verdict
Case closed
Amount: €20
Xon Bet Casino
Safety Index:LowCase summary
Discussion
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12 months ago
Translation
On April 22nd, I deposited €20 into this scam casino, which never arrived. It's been two weeks now since my €20 deposit disappeared, and this scam casino is doing absolutely nothing to refund my money. At first, they said I had deposited through a different account, but that's not true! I accidentally opened a second account, which I immediately closed. Now this scam casino wants documents from me to verify my account, otherwise, it will withhold my money. First, this scam casino lies to keep my money, now it wants documents for verification. When I submit these, they are only checked after five days and are constantly rejected with stupid and ridiculous reasons. The support is not helpful at all. I have rarely encountered such an unprofessional and incompetent team of customer service representatives in a casino. I want my money back! And I want it back in my bank account, which this scam casino claims I used to deposit. I don't want it in my player account because after this miserable experience with this scam casino, I won't invest a single cent in this scam casino! I want my €20 refunded. I've been waiting for my money for two weeks. THIS IS A FRAUD!
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12 months ago
Dear Gehtdixhnixan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you more effectively, could you please provide us with the following details:
- What payment method did you use for the €20 deposit? Could you please send me a deposit receipt for this transaction?
- When exactly did you open your second account at this casino? Can you kindly explain the reason you registered when you already had an active account?
- Have you made any successful deposits into any of your accounts?
- When exactly did you create your first and second accounts at this casino?
- What specific documents are you being asked to provide for account verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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12 months ago
TranslationHello, I allegedly deposited using the account I opened and then closed shortly afterward when I realized I already had an account at this casino. The casino claims I deposited using the duplicate account, which I can't believe, since I immediately closed it when I realized I already had an account. Then they claim I deposited using Klarna, which can't be true, since this casino doesn't even offer Klarna as a deposit method. I can see that from my active account.
I am attaching the transfer receipt here.
My second account, which I closed because it was a duplicate, was created about three weeks ago, I don't remember exactly.
Yes, I deposited, but the deposit was never credited even though it was immediately debited and transferred from my bank, so my bank can't do anything about it. The transfer was made, but the money is being held back by this casino.
They require proof of address, a passport, and a selfie with the passport in hand for verification. I submitted everything correctly, but it was rejected, allegedly because of a screenshot, even though I didn't upload any. The second time I uploaded my documents, five days ago, nothing happened; they weren't checked, and they keep fobbling me off with stupid emails that always say the same thing.
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12 months ago
TranslationI can't upload anything here because the data is too personal and everyone can see and read everything, which I don't want.
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12 months ago
TranslationEdit: Dear team, you can close this complaint. The deposit was in the account that should have been closed the whole time. I just discovered that my second account is still active and the money has been credited to it. Now everything's cleared up. Thank you for your support.
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12 months ago
Dear Gehtdixhnixan,
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 Fritz
Casino.Guru
