The player from Germany has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet.
Xon Bet Casino - Player’s winnings haven’t been received yet.
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Xon Bet Casino
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3 weeks ago
Translation
Since March 2nd, I have been waiting for the payout of my winnings totaling €26,600. An initial test payout of €150 has already been successfully processed, proving that my account has been accepted in principle.
Since then, I've been given the runaround regarding the remaining amount (currently €5,000 requested). Today, March 14th, I received another email from a manager named Julie, claiming that verification takes 48 hours. These 48 hours have already passed several times since March 2nd.
This is clearly a deliberate stalling tactic to prevent the disbursement of a large sum of money. I have submitted all the necessary documents and demand immediate processing and payment of the full €26,600.
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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 Mario1401,
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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3 weeks ago
TranslationThe casino has rejected my documents again and is demanding verification for the fourth time. This is completely unjustified, as the exact same documents were already required for an initial withdrawal of €120. 
The € were accepted. My account was therefore already verified. This is clearly a delaying tactic to prevent the payout of the remaining €26,600. I ask the CasinoGuru team to take this behavior into account when evaluating the case.
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3 weeks ago
Dear Mario1401,
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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3 weeks ago
TranslationReply to CasinoGuru:
"Hello Karla, no, unfortunately the problem is absolutely not resolved. On the contrary: The casino rejected my documents again today, even though my account was already successfully verified for an initial withdrawal (€120). There is no progress; the withdrawal of €26,600 continues to be blocked without any comprehensible reason. I therefore urge you to officially contact the casino now and request an explanation." 
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2 weeks ago
Translation"Hello Karla, no, the problem is absolutely not solved. On the contrary: the casino has rejected my documents again. I am still waiting for the payout of €26,600. Please contact the casino, as my evidence (€120 Revolut payment) is clear. I need your help to move forward with this."
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2 weeks ago
Translation"Hello Karla,
I've looked at the casino's email again carefully. In this email (points 1 and 2), the casino lists my exact card number (Revolut) and my complete IBAN (LT...).
This proves two things:
The casino already has all my data in its system.
They have already paid me €120 based on exactly this data.
It is therefore completely illogical that my documents are suddenly no longer sufficient for the €26,600. This is a pure delaying tactic. I urge you to confront the casino directly with this contradiction: Why is the same information good enough for €120, but supposedly not verified for €26,600?
Thank you so much for your help!
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2 weeks ago
Dear Mario1401, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Karla
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2 weeks ago
Translation"Hello Karla, thank you for your feedback. I have just provided the requested answers and sent you all the evidence (emails from the casino confirming my IBAN/card details, as well as proof of the €120 withdrawal already processed) directly via email to karla.m@casino.guru sent.
For your information: No active bonus was used (the bonus was fully wagered) and only casino games were played. I am now awaiting your review.
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2 weeks ago
Dear Mario1401,
Thank you for your update and for providing all the supporting documents.
To better understand your situation, I would like to clarify a couple of points:
Could you please confirm whether the bonus you mentioned has been fully completed and all wagering requirements have been met?
Also, could you specify how much of your total winnings has already been successfully processed and paid out to you so far?
Thank you very much in advance for your reply. I look forward to your clarification so we can proceed further with your case.
Karla
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2 weeks ago
Translation"Hello Karla, thank you very much for your quick reply on Monday morning. Here are the details regarding your questions:"
Bonus: Yes, I hereby confirm that the bonus has been fully credited and that I have fulfilled all wagering requirements 100%. At the time of winning, the bonus had already been completely converted into real money. I have not violated any bonus rules.
Amount already paid out: So far, only €120 has been successfully processed and paid out to me (to my card ...8857 / IBAN ...4425). The entire remaining amount of €26,600 is blocked by the casino, citing allegedly missing verification, even though the €120 has already been transferred using the same method.
I hope this information helps you to now complain directly to the casino about the case.
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2 weeks ago
Translation"Hello Karla,
I just wanted to give you an important update: The casino sent me the exact same standard email again today with the absurd demands (police letters, etc.).
This proves to me that they are simply ignoring my previous submissions and the fact that they have already paid me €150. They are sending me the same text for the second time to buy time.
I have attached screenshots of today's email so you can see that nothing is happening.
Best regards,
Mario 
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1 week ago
Dear Mario1401,
Thank you for your cooperation and for providing all the necessary information. 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,Lucka, lucia.s@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,
Karla Mayfly
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1 week ago
Hello Mario1401,
My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Xon Bet Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Lucia
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1 week ago
Dear Lucia,
The user's documents were last checked on March 16, and they have not uploaded any new documents since then.
The user has been asked to provide the following documents:
- A selfie with an ID document – we ask the user to take a selfie with their ID document to ensure the photo is clear and all information is legible; we also ask that the document not cover the user's face
- Proof of address - we ask to provide an official document issued no more than 3 months ago that includes your first name, last name, and residential address. It is important to note that the residential address cannot be verified using the same document used to verify the user's identity or payment method.
- Document to verify the bank card payment method - We ask the user to upload a photo of the bank card or a PDF account statement showing the card number and the cardholder’s first and last name on the same page. In this user’s case, this information was on two different pages, so the document was rejected.
- Document to verify the bank account: We ask the user to upload a screenshot from their online banking system or a bank statement. We need to see the user's account number and the account holder's name.
We ask the user to upload all of the above documents to the verification window, and we will review them as soon as possible.
If you have any questions, we’d be happy to help.
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1 week ago
Translation"Hello Lucia,
As announced, I have just re-uploaded the documents requested by the casino (selfie, proof of address and bank confirmation with name and IBAN on one page).
The casino has now indicated a processing time of 24-48 hours (see attached screenshot). Since the casino claimed in its message that I haven't submitted anything since March 16th, I would like to clarify that I consider any further delays to be pure harassment.
I have fulfilled all the conditions and am now waiting for confirmation and payment of my real money winnings.
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6 days ago
Dear parties,
thank you both for updating us on the matter. Please let us know when any new developments arise.
