Xon Bet Casino - Pelaajan kotiuttaminen viivästyy tilin vahvistusongelmien vuoksi.

Hello everyone,

I deposited 149.49€ on 6th March for the first time and requested a withdrawal the same day in the amount of 2.000€.

7th March I was asked for verification documents and uploaded them immediately. All documents were accepted except for proof of adress. I provided further documents on 9th and 12th March. In this casino, everytime you upload New documents you have to wait another minimum of 48h+ for them to get checked. During this time the upload function gets deactivated. Stalling the process on purpose.

In total, I provided them with 20+ documents proving my adress, including bank statements from 4 different banks, letters from state agencies, private health insurance, state health insurance, private liability insurance, phone bill, letters from 3x different magistrate courts, public state university, federal employment agency, district county and more. All documents were within 90 days issued (and any one of these 20+ would be sufficient enough in ANY other casino to prove my adress.)

In addition, German ID, which I provided as well, does contain current adress on it's back.

All proof of adress documents got rejected.

In the meantime, I played a little more and requested a further withdrawal of 2.000€ on 16th Match. My initial withdrawal of 2.000€ from 6th March is still pending. Making it a total of 4.000€ to be paid out. My account is currently wager limited as set by me, so I cannot play anymore as I do not want to play anymore at this place.

I contacted live chat / email several times with no result. Just told to wait. They have nö access to verification and cant tell you why documents got rejected etc.

This is their official list of documents suitable for adress verification:

- a Utility Bill as a proof of address – municipality bill for utility services such as gas, electricity, water, sewerage, etc.

- A government-issued letter relating to tax benefits (tax statement) or a local authority tax bill (e.g. council tax) valid for the current year;

- Home insurance documents;

- Credit agreement;

- Certificate of residence (must be stamped and signed, or at least stamped);

- Bank statement dated within the last 90 days with your name and address on it;

- Fixed line telephone bill;

- Notifications from the police about fines, violations, etc.;

- Letters or invoices from insurance companies;

- Health/social insurance documents;

- If you live in a rented apartment - current rental or lease agreement signed by both parties, not older than 90 days with full name and address on it;

- Any other official letter or document with full name and address on it.

These were provided by me. Often from different institutions as well.

Thank you for your help in advance.

Dear Rattekruemel,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered regarding your account and the verification process.

To better understand and assist you in resolving this issue, could you please clarify a few details?

When you submitted your documents for proving your address, did you receive any specific reasons for the rejection of those documents? If so, could you share the details of those rejections?

Do the documents serving as your proof of address contain all the personal information necessary for the verification of your account? Have you uploaded all the documents in the correct format?

When was the last time you communicated with the casino regarding the verification of your address?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hello and thank you for processing my complaint about xon.bet.

1.) I was told no reason why they would reject all of my proof of adress documents. That is due to live chat having no access to verification. They will only tell you: "Verification team rejected the document, please provide another. I do not know the reason for this."

2.) All documents provided by me included All the details needed, in this case my full name + full adress. I provided the documents in PDF format as asked for.

3.) I communicated with casino today, 17th March with no outcome.

Could you please forward me the documents you most recently sent to the casino for verification, along with all communication between you and the casino customer support regarding the issue you're experiencing with your proof of address?

Kindly send the information to my email address at veronika.f@casino.guru.

Thank you for your cooperation.

Hello Veronika,

thank you for your time.

I've sent you an email right now including 21x documents I had uploaded to the casino to prove my adress. In addition, I attached screenshots of the Emails I received from the Casino.

My withdrawal is still pending since 6th March. The verification process is still pending since 7th March.

I do not get any answers when this will be finished or why my proof of adress documents got rejected so far.

Xon.bet is not helpful, not transparent and it's been 16 days now since the casino got my withdrawal request and all necessary KYC documents.

Update 26th March

Still no progress. Latest uploaded documents from 12th March have still not been reviewed. Withdrawals are still pending.

Again:

Withdrawals pending for 21+ days, since 6th March.

Verification pending for 20+ days, since 7th March. All required documents were uploaded by me in sufficient form on that day.

Further:

Live Chat cannot tell you, why documents got rejected. Live Chat cant give you a timeframe after 3 weeks of waiting. Live Chat has no access to verification stuff. Last contact today, 26th March without any success.

Thank you very much, Rattekruemel, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Rattekruemel,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on.

Firstly, I would like to invite the Xon Bet Casino representative to enter the discussion. Dear casino representative, could you please check the case and explain to us what happened? What is the issue with the documents Rattekruemel provided? Alternatively, can you give us some guidance on how to proceed?

In the mean time, xon.bet changed its TOS adding the following paragraphes:

3.6.2. In cases where a Player's total winnings exceed five (5) times the total sum of their deposits, maximum withdrawal limit of 3,000 EUR (or equivalent in another currency) within a 30-day period.

3.6.3. The maximum amount that can be withdrawn from bonus funds is capped at 200% of the bonus amount. Any winnings beyond this limit will not be eligible for withdrawal and will be voided.

( https://xon.bet/terms ) 

These terms were not present during my deposit and play on 6th March. Bonus winnings were unrestricted and withdrawal limits according to deposited amount were also not in place.

Live Chat confirmed to me that they changed these terms very recently:

A copy of the live chat was sent to me vial email by their System and is saved. In addition, the old version of terms can be found timestamped on the internet. Furthermore, casino.guru shows the bonus terms in place during my play.

Unfortunately, I expect them to retrospectively apply these terms to my deposit/withdrawals. Which would be clearly illegal and against fair gambling.

So far, no more progress has been made. My account verification is still stalled for now 22 days, my withdrawals are pending for 23 days. I do not get any information from live chat. Last contact was on 27th March 2025 with no solution.

Xon.bet is in breach of its own TOS allowing 0-48h for verification and up to 14 days in "special cases". Both timeframes are way overdue.

There is already a complaint against the sister casino bruce.bet regarding the change of terms (among a lot of other opened complaints - seems like the casino group is generally in trouble right now).

before: unlimited withdrawal from deposit bonus funds

now: withdrawals limited to 2x bonus amount

https://casinoguru-en.com/bruce-bet-casino-player-s-winnings-have-been-reduced

bruce.bet and xon.bet hide this change in their general TOS in point 3. They do not mention this limit in their bonus rules. Neither is it mentioned on the bonuses itself. This is highly deceptive.

It is not 100% clear when they did this change but it has been very recently.

Regarding my complaint:

Today I received a message that my account is fully verified. Withdrawals, however, still have not been processed.

Ridiculously I was told now that I would have reached my weekly withdrawal limit - despite never having had a withdrawal paid out to me ever.

My withdrawals are still pending since 6th March and 16th March, respectively.

xon.bet processed 1.100€ out of 4.000€. There are 2.900€ outstanding - due to be paid out immediately.

They are enforcing their new term 3.6.2 "In cases where a Player's total winnings exceed five (5) times the total sum of their deposits, maximum withdrawal limit of 3,000 EUR (or equivalent in another currency) within a 30-day period." on me:

My withdrawals were made when this term did not exist. Enforcing terms retrospectively is against fair gambling and clearly not allowed.

In addition, assuming that new term were to be enforced - which it is not - they still did not pay 3.000€, but 1.100€.

I ask xon.bet to process the outstanding amount of 2.900€ immediately as according to their terms in place during my withdrawals requests on 6th and 16th March.

I received an email that my pending withdrawals are to be paid out on 4th, 11th and 27th April.

Again, as I explained before, they are applying their new term 3.6.2 here, which was non-existent when I requested my withdrawals. Applying terms retrospectively is against fair gaming and industry standards.

Furthermore, their payout plan would mean that it would take 8 weeks from the day I requested my withdrawals (6th March) until they would be fully paid (27th April).

Again, I ask xon.bet to pay out the total outstanding amount of 2.900€ immediately as payment is overdue for 24 days already.

Dear Rattekruemel,

apologies for the late reply. Thank you for your information regarding the new terms and conditions. I absolutely understand your frustration and I assure you we will investigate the matter. In the meantime, let's wait for the casino representative to give us more information about the initial complaint.

Dear Martin,

We are grateful for your help in resolving this complaint. We kindly ask you to allow us some time to give you a detailed response. We appreciate your understanding. 

Dear Martin,

We appreciate your patience. We reviewed the user's recent case and the withdrawals they initiated. 

To assist in resolving the user's complaint promptly, we have decided to process three additional withdrawals over the next three days. We believe this step will help improve the user's overall experience with us.

If you have any questions or need further assistance, please don’t hesitate to reach out. 

Hello everyone,

with regards to Xon.bets latest response, I will give an update on this complaint once I received my pending three withdrawals.

Dear Xon Bet Casino representative,

thank you for the update. I am happy to hear that things are moving in the right direction.

Dear Rattekruemel,

thank you for your patience. Please keep updating us on any changes regarding the status of your funds.

I received the pending withdrawals because of this public complaint. Without the public domain, Xon.bet would have stalled the remaining payouts until the end of April as they said themselves.

It took Xon.bet more than 30 days to pay out 4.000 EUR.

It took Xon.bet more than 30 days to verify my account despite I had uploaded all required and sufficient documents 1h after they requested them on day 1.

During all the time, Xon.bet used every trick in the book to stall the withdrawals including changing their terms of service and applying them retrospectively in a malicious manner.

There are dozens of new complaints filed against this casino group (bruce.bet, xon.bet, Spincity). It seems they are in (financial) trouble right now.

I would advise everyone, to avoid Xon.bet (and their sister casinos) at all cost. They cannot be trusted with a single penny.

Complaint closed. Thank you again casino.guru!

Dear Rattekruemel,

We're glad to hear the dispute has been settled. 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, 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, 

Martin

Casino.Guru