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1. Summary of the dispute

I am submitting this formal dispute regarding the operator’s decision to close my account and withhold my balance based on an alleged violation of the "one account per person" rule.

The operator has not provided any verifiable or objective evidence that I have registered, controlled, or benefited from any additional account(s). The decision appears to be based solely on assumption or association with another individual (my spouse), which is factually incorrect.

2. Factual clarification

I confirm the following:

I have only ever registered and used one account with XON.BET

I do not own, control, or operate any other account with the operator

My spouse is a separate individual with a separate identity, verified by official government-issued documents

We have distinct personal data, identification documents, and financial instruments

The operator’s assumption that we are the same person or connected accounts is incorrect and unsupported.

3. Procedural concern (lack of verification opportunity)

No proper KYC verification was requested or completed prior to the final enforcement action.

As a result, I was not given a meaningful opportunity to demonstrate or confirm my identity before the restriction was imposed.

I explicitly offered full cooperation and am still fully willing to complete any required verification process.

The absence of a prior or concurrent verification process has resulted in a premature and unsupported conclusion by the operator.

4. Burden of proof and lack of evidence

The operator has not provided any evidence demonstrating:

Multi-account ownership or control

Shared payment methods between accounts

Identical identity data

Any form of bonus abuse or fraudulent behaviour

A mere suspicion or internal correlation is not sufficient justification for confiscation of funds or account termination.

In disputes of this nature, the burden of proof must lie with the operator, who is making the allegation.

5. Disproportionality of action

Even if a compliance concern had existed, the permanent restriction of the account and withholding of legitimate funds is a disproportionate measure, particularly given:

The absence of proven intent or fraud

The small amount in dispute (approx. EUR 100)

My full willingness to verify identity and cooperate

6. Requested outcome

I respectfully request that CADRE:

Conduct a full independent review of the operator’s decision

Require the operator to provide concrete evidence supporting the allegation

Confirm that I have no additional accounts and no breach of Clause 9.1.2 has occurred

Order the release of my legitimate funds if no proven violation exists

7. Closing statement

I submit this dispute in good faith and with full willingness to cooperate. I believe the current decision is based on incorrect assumptions rather than verified facts, and I request a fair and evidence-based reassessment of the case.

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.

Hello,

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• When did you and your husband register an account in the casino?
• Have you used your own device to register and play exclusively? Have you used the deposit method exclusively in your name when depositing in the casino?

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

Hello!

I registered on June 3, 2026.

My account was blocked on the morning of June 5, 2026.

I accumulated my balance by playing casino games. My balance was 35,500 HUF.

I did not achieve this balance using any bonus.

My husband registered on the same day as I did, but earlier.

I used only my own device to register and play.

I used a payment method registered in my own name for all deposits.

I am attaching a message from XON customer support in which they confirm that a husband and wife are allowed to play.

The casino believes that my husband's account belongs to me. However, this is not the case.

I can, of course, provide my identity card here as well (just as I already sent it to XON), which exactly matches the personal information registered on my casino account.

Dear HoczkaMajorZsuzsanna,

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, Stefan (stefan.m@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,

Tomas

Dear HoczkaMajorZsuzsanna,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Xon Bet Casino to join this conversation and assist in addressing the complaint.

Dear Xon Bet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

I would like to add that, for some reason, the casino keeps assuming that my husband's account is actually mine and/or that my name is fake. :) According to them, I apparently do not exist, even though I have sent them all of my official documents. Furthermore, my husband has also provided his documents to them. Therefore, it is difficult for me to understand why they are not taking these documents into consideration.

Dear Stefan,

We have sent you an email with details regarding the case. Please take a look at your convenience.

Kind regards,

Xon Bet Team

Honestly, I dont know what data you can use to verify that I don't exist, or that my name is fake. Considering that I have already sent both sides of my official identity card issued by the Government of Hungary, and the information shown on it perfectly matches the details registered on my account. 🙂

And the fact that several members of the same family open accounts using their OWN OFFICIAL personal details is not prohibited, as your customer support colleague also confirmed. 🙂

Besides, does anyone seriously think that I would deposit money into an account opened under a fake name and details? Lets not be ridiculous... 🙂

Furthermore, why didn't you ask me to verify my identity? I would, of course, have done so immediately. :) I didn't even receive any notification about the account being suspended.

As a result, you simply invalidated the amount of my deposits as well as my winnings (which, by the way, were not even very large).

Despite the fact that I have already sent my personal documents to XON customer support, I am attaching them here as well. They perfectly match the information provided and registered on my account.

Dear Xon Bet Casino,

Thank you for your response.

I have responded to your email and will be awaiting your reply.

I look forward to your response.

Dear Stefan,

We have sent you a response to your email. Kindly review it at your convenience.

Best Regards,

Xon Bet Team

Dear HoczkaMajorZsuzsanna,

I hope this message finds you well.

We have completed our review of your complaint. During the investigation, the casino provided evidence confirming that the same payment card was used to make deposits to both your account and another player's account.

Please note that using the same payment method across multiple casino accounts is generally prohibited and constitutes a breach of the casino's Terms and Conditions. Each player is required to use only payment methods registered in their own name.

Based on the evidence provided, we are unable to conclude that the casino acted unfairly in this case. Therefore, we will now proceed with rejecting your complaint.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are always welcome to contact us again if you encounter any problems with any other casino in the future. Whether you have a question, concern, or a new issue that requires investigation, our team will be happy to assist you.

Kind regards,

Stefan

Casino.Guru