The player from Germany has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.
Xon Bet Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €300
Xon Bet Casino
Safety Index 4.4 LowCase summary
Discussion
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3 weeks ago
Translation
Dear Casino Guru Team,
I am contacting you because I have been experiencing massive problems with withdrawals at XON Bet since May 1st, 2026, and the support team has been stalling me for days without providing a clear explanation or solution.
Chronological sequence
May 1, 2026: I request payment via bank transfer.
The payout status in the casino is already showing as "successful". Shortly afterwards, the amount is credited back to my player account with the following explanation:
"The bank returned the payment without giving any reason."
I then contacted my bank (Commerzbank).
The bank has checked all incoming payments and confirmed to me that no payment was rejected or returned, as none was ever received.
In the following days, I made several more withdrawal attempts (bank and later crypto).
These either remained permanently marked as "pending" or were rejected again without any comprehensible explanation.
XON Bet's live chat gives me conflicting information:
I'm told the bank is to blame.
Later, I was told that my attempts to withdraw the money would have "no impact on the investigation".
At the same time, I am told that verification may be necessary, but that this cannot be initiated by support.
For days I've been asked to wait for an email that never arrives.
Current situation
My withdrawal of €300 is still blocked.
I am not receiving a clear answer:
why my first withdrawal was allegedly rejected by the bank (although the bank denies this),
why all further payments will not be processed,
why no verification option is provided,
why I'm just being strung along.
I have repeatedly offered to cooperate in clarifying the matter and to obtain evidence from my bank, but the casino shows no interest whatsoever in a genuine investigation.
My impression
It seems that my payments are being deliberately delayed without any explanation. Instead, I've been getting the runaround with standard replies for over 10 days.
I therefore ask Casino Guru for support and mediation so that:
the true reason for the blocked payouts will be revealed,
I am provided with a verification option (if required),
My payout is finally being processed.
I can provide all chat histories and screenshots.
Thank you so much for your help.
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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 Balock1990,
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
TranslationThank you for your feedback.
Unfortunately, in my case it is not a normal delay in a payment.
Since May 1, 2026, my withdrawals have been repeatedly and actively canceled by the casino, even after some had already marked as "successful." I was told that my bank had returned the payment without explanation. My bank has demonstrably denied this, as no payment was ever received.
Since then, all further withdrawal attempts – both via bank transfer and cryptocurrency – remain permanently "pending" or are rejected again.
At the same time, support informs me:
Payments would have no impact on the investigation
Verification may be necessary.
However, this cannot be initiated by support.
I was told to wait for an email that hasn't arrived for days.
This is therefore not a normal waiting period, but a de facto blocking of my payouts without transparent justification or possibility of clarification.
I therefore request that my case not be classified as "payout in progress", but rather as a blocked payout despite multiple attempts and contradictory statements from the casino.
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2 weeks ago
TranslationUpdate: After two weeks and countless inquiries from my side, the verification button finally appeared today. I uploaded the required documents. Even though the payout was successful before, I still have to do this. There's still no explanation as to why my money hasn't been paid out for 14 days, nor is it clear whether the verification will resolve the issue or not, as I still haven't received any communication from the department.
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2 weeks ago
Dear Balock1990,
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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2 weeks ago
TranslationUpdate: After two weeks and countless inquiries from my side, the verification button finally appeared today. I uploaded the required documents. Even though the payout was successful before, I still have to do this. There's still no explanation as to why my money hasn't been paid out for 14 days, nor is it clear whether the verification will resolve the issue or not, as I still haven't received any communication from the department.
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2 weeks ago
TranslationIt's now day 19. Of course, the casino found something wrong with my documents yesterday, which I then had to submit again. In my case, it was proof of address (which I submitted the first time in the form of an internet bill, accepted according to the terms and conditions). And proof of one of my credit cards. Since it's a virtual card, I submitted a bank statement showing the card number, my address, and my name. The support team's response was that I had already submitted the bank statement as proof of address. Well, yesterday I uploaded a card confirmation from the bank (as recommended by the chat) and a bank statement from my actual bank. Name, address, and everything else, no older than 90 days, as proof of address, also recommended by the chat after consultation. Unfortunately, I still haven't received a result; every time, the review process goes into the full waiting period again. Nobody seems to care that I already tried to withdraw my money 19 days ago and that the casino failed to request my documents as required on May 3rd. I'm curious how long this will take or what other obstacles will be put in my way. P.S. There's also no proof that my bank ever rejected the money.
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2 weeks ago
Dear Balock1990, 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?
- 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
TranslationLadies and Gentlemen
I have already successfully made withdrawals.
I achieved the profit without a bonus.
I played casino games.
My verification was recently completed after I sent an escalation email.
The payout is currently marked as successful but is not yet in my account.
Should the payout fail again, I will send you all the correspondence to your email address. I will allow until tomorrow morning at the latest for the money to arrive in my account.
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1 week ago
TranslationHello Klara, I sent you an email with pictures about the current status.
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1 week ago
TranslationUpdate: I really needed the money today, unfortunately I still have nothing in my account.
Payout marked as successful since yesterday
Money still not received
Support refers exclusively to 7 days.
No specific status information available
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1 week ago
Dear Balock1990,
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, Samuel, (samuel.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
TranslationHello Karla,
I would like to add an important new development to my complaint.
The verification of my account has now been successfully completed and my withdrawal request of 300 EUR has been approved by the casino.
I subsequently received several messages from the casino confirming that the payout had been successfully processed. Later, I even received written confirmation that the transaction had been successfully confirmed and forwarded to my bank on May 21, 2026.
Despite these confirmations, the money never arrived in my bank account.
Today I discovered that the payout was once again credited back to my player account.
I have already asked the casino for a concrete explanation and would particularly like to know:
Why the payment was reversed,
who initiated the chargeback,
and why I was previously informed that the payment had been successfully processed or forwarded to my bank.
After more than three weeks of processing time and a completed verification, I am very disappointed by this renewed chargeback.
I would be grateful if you could ask the casino for a specific statement regarding the reasons for the chargeback.
Thank you for your support.
Best regards
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1 week ago
Dear Balock1990,
It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.
If there are any updates or new details since your last message, please share them with me.
As part of our standard procedure, I’m also inviting a representative from Xon Bet Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear Xon Bet Casino,
Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Balock1990,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Samuel
