The player from Portugal had requested three withdrawals totaling approximately 651 euros, but the funds remained available for betting despite being marked as 'pending.' This had led her to continue gambling and ultimately lose more money, totaling €1031. She criticized this practice for lacking player protection and requested a full refund and a review of the casino's withdrawal procedure. The issue was not resolved as the player did not respond to follow-up inquiries from us, which led to the rejection of the complaint.
Xon Bet Casino - Player's withdrawals are pending and funds are available for betting.
Closed
Our verdict
Player stopped responding
Amount: €1,031
Xon Bet Casino
Safety Index:LowCase summary
Discussion
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Public
4 months ago
Translation
On November 2, 2025, I requested three withdrawals from my Xon Bet account, for a total of approximately 651 euros.
After making the requests, I noticed that the system didn't block the funds and the balance remained available for betting, despite the withdrawals being marked as "pending".
As a result, I was able to continue betting until I lost the entire amount, even though I had active withdrawal requests. The problem started when I tried to make 3 withdrawals, which remained pending. As a result, I was able to continue betting until I lost the entire amount, even though I had active withdrawal requests.
I contacted Xon Bet customer support, and the agent confirmed that "this is how the system works", i.e. that pending withdrawals can be used again before they are processed.
I consider this practice to be unfair and irresponsible, as it goes against basic principles of responsible gambling and transparency.
and transparency. When a player requests a withdrawal, the amount should be blocked until the request is approved or rejected - allowing for safe financial management and avoiding unwanted losses.
I request that Casino Guru assess this situation and verify that Xon Bet's conduct complies with the standards of good practice in the industry. I also request that the platform encourage the casino to review its withdrawal system, ensuring greater protection for players.
After that, and due to my gambling addiction, I deposited another 380 euros and ended up losing everything. I asked for self-exclusion and explained that I was banned from gambling.
I would like to clarify that I never canceled any withdrawal requests.
The withdrawals remained pending throughout the period, and yet the balance remained available for betting.
This practice violated the basic principle of player protection and resulted in the total loss of €1031.
I request a full refund, since the decision to keep the funds active came solely from the platform, without any action on my part.
Automatic translation:
Public
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4 months ago
Important notice:
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If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
4 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
I understand that ideally, casinos should lock pending withdrawal requests to prevent players from using the funds they intend to withdraw. However, casinos are not obligated to do so. While this practice is not very user-friendly, it remains the player’s responsibility to verify whether the withdrawal amount has been deducted from their balance or if it is still available for gameplay despite the withdrawal request. Since the funds were lost during regular gameplay, we unfortunately cannot ask the casino to refund them, and this part of your complaint will not be investigated further.
However, I would like to ask whether the casino responded to your self-exclusion request and blocked your account. Have you made the additional €380 deposit before or after submitting your self-exclusion request? Could you also kindly forward me a copy of the self-exclusion request you sent to the casino, along with the casino’s response? My email address is veronika.f@casino.guru.
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
