Xon Bet Casino - Pelaajan kotiutus viivästyy ja tilin varat ovat rajoitettuja.

XonBet is stalling my verification process. They denied my documents twice, I have a pending withdrawal request of ca. 1070€ and they re not taking my Request seriously at all. Before that I got a successful withdrawal via paysafe for 75€ I believe. They also cancelled a withdrawal of 400€ before and deleted 300€ of that due to bonus terms that werent listed in the bonus conditions.

Dear Gaggamel,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Xon Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What was the justification for confiscation of your winnings in the past?
• Which documents did the casino request from you?
• Which of the documents did you submit, and which ones weren't approved?
• Could you please share with me your communication with the casino regarding the verification issue and the bonus forfeiture? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hey Thomas,

thank you for helping.

The confiscating was justified by saying, that the max payout for the bonus that I used was X amount of the deposit if I remember correctly. They voided 395 Euros from my 500 Euro withdrawal request and referred to the point 3.6.3. of their terms and conditions with is the following:

3.6.3. ""The maximum amount that can be withdrawn from bonus funds is limited to 200% of the bonus amount. Any winnings exceeding this amount are not eligible for withdrawal and will be voided."(Translates by DeepL).

The casino requests:

List of documents:

- Proof of identity (ID) - You can prove your identity with any official government document: ID card, passport or driver's license;

- Selfie with proof of identity;

- Proof of payment method - the documents requested depend on the payment method. This can be a photo of a bank card, a bank statement or a screenshot from an e-wallet dashboard.

In some cases, we may also ask you to provide proof of address. You can confirm the address with one of the following documents: a utility bill (bill for utilities such as gas, electricity, water, sewage, etc.), a tax receipt or another document issued by a public authority.

Translated with DeepL.com

I submitted A picture of me holding my ID, A picture of the front and back of my ID, A bank statement, aswell as an official statement from a parking ticket by the german police for adress verification. On top of that, a pdf. from the paysafecard deposit and the transaction history with visible name and adress and a screenshot of the desktop of my paysafecard account. At first I only uploaded one file, after a few days they told me that they needed more proof. Then I uploaded all the listed documents and they denied it, claiming that they needed a bank statement, which had been uploaded before though. After talking to the support, I submitted a new list of the documents which were also denied after 3 more days. Yesterday they were claiming that a picture of my ID was missing, which is not correct. The Upload-feature on that website makes it that after you Upload a document you cant upload more. They re basically stalling for no real reason.

Per Mail I will send you the following:

A conversation with a supportmember after the 395 euros got voided, who confirmed that the new bonus that I was using has no max. withdrawal limit. (This might be important once they look into payout)

A conversation with the support via email.

A screenshot of the voided money

Thank you very much for your work!

In the meantime the following happened:

I got my request denied twice again after more than 48hrs time. I contacted the customer service several times a day yet there was no sense of urgency. On top of that I wrote a complaint letter to their support and complaint departements. To which the support atleast replied. Today... 20 Days after starting the verification process, my account finally got verified. In total I had to submit more than 10 different files and it was pretty obvious that I just got stalled in the hope to gamble my money away while waiting. Now my withdrawal is pending. I am curious if some of my winnings will get voided again and if I will get my money within this week or not.

I will keep you updated on that matter aswell, since the support assured me beforehand, that the bonus that I was using would not be within the range of a withdrawal limit.

So today I finally received my withdrawal. The full 1073 Euros and the payment process itself went pretty smoothly to be honest. Apart from the verification process and the lack of urgency on XonBets-Side everything is okay in this casino. So for everyone whos looking to play there they should be aware of the long process of stalling your verification and the dreadful system that comes with it. Apart from that the casino seems to be legit so keep that in mind.

Thank you casinoguru for offered help, luckily I didnt need it in the end but still.

Dear Gaggamel,

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,

Tomas

Casino.Guru