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I deposited 100 RON and received an automatic 150 RON bonus. I fully met the wagering requirements (x45), and after playing fairly, my balance reached 6,006 RON.

I made three withdrawal requests of 2,000 RON each, which were later combined into a manual withdrawal marked as "Success" (5,406.84 RON).

A few hours later, the casino voided all my winnings above 600 RON, claiming that I had activated a 200% + 50 RON (100 Free Spins on Chicken Road) bonus before depositing.

I never manually activated this bonus, nor did I see any confirmation or button for such a promotion before making my deposit. When I requested proof (system logs or timestamps), they refused to provide it and instead asked for my personal information (full name, date of birth, deposit amounts, payment method) under the pretext of a "rectification procedure."

This is an unfair and misleading practice. The casino applied bonus rules that I never agreed to and confiscated over 5,400 RON of legitimate winnings.

I kindly ask Casino Guru to:

– contact XON.BET and request proof that I manually activated the "200% + 50 RON" bonus before depositing;

– review this case for unfair bonus application and voiding of winnings;

– assist me in recovering my rightful funds.

I have full documentation available: screenshots of withdrawal history, chats with support agents (Jack, Iwona, Alyssa, May), and their Terms & Conditions referring to sections 7.5 and 7.5.1.

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.

Dear atanasoaie,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from the welcome bonus? I have checked bonus policy, and this is what I found: 

7.5.1. The maximum amount that can be withdrawn from bonus funds is capped at 200% of the bonus amount.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.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.  

Best regards, 

Katarina

Dear Katarina,

Thank you for your reply. I would like to clarify that my winnings were not accumulated from bonus play, but from real balance funds after completing the wagering requirement.

I completed the full x45 wagering required by the 150 RON bonus and then continued to play using the remaining balance, which consisted of real money. The casino system even marked my withdrawal as "Manual Withdrawal – Success (5,406.84 RON)", confirming that all bonus restrictions had already been cleared.

Only after approving the withdrawal did they later void my funds, retroactively claiming I had activated a "200% + 50 RON bonus / Chicken Road free spins," which was never selected or visible in my account.

This means the 200% withdrawal limit was applied after all wagering was finished, and after I was already playing with real money — which falls under the unfair restriction you describe in the Casino Guru Fair Gambling Codex.

Attached again are screenshots of:

– The "Manual Withdrawal – Success" record

– Chat logs confirming my deposit and bonus amount

– The final account balance of 600 RON after voiding.

I kindly ask you to review this based on the above clarification.

And I remember 100% saying that the withdrawal amount is 6000RON after winning 7800RON, played for a bit then lost it until I decided to withdraw 6000.

I played it fairly!

Screen shot from when I needed to wager more money. I did it fairly then they took it from me!

Kind regards,

A********* A******* C********

Dear atanasoaie

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, Igor (igor.p@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,

Katarina

Dear atanasoaie,

I am so sorry to hear about your problem with the Xon Bet Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Xon Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear Xon Bet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear all,

We have already forwarded the request to have the user’s account reviewed by the appropriate department. The verification will take some time, and we will provide you with an update in the coming days.

Thank you for your understanding.

My update for the record:

Thank you for your response. I confirm that I am waiting for the compliance review.

Please note that I never activated the "200% + 50 RON / Chicken Road free spins" bonus.

Once the review is completed, I kindly ask the casino to provide proof of manual activation or confirm the bonus was applied automatically.

I am fully available if any clarification is required.

Dear Xon Bet Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Best regards,

Igor

Dear Igor,

Before registering, the user agreed to all the terms and conditions of the website.

After making the deposit, the player manually activated the 250 RON bonus and started playing. As a result, their balance reached 6006.84 RON. This balance is subject to rule 7.5.1: "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."

According to this rule, the balance was adjusted to 600 RON — 500 RON being the maximum withdrawable amount from the bonus, plus the 100 RON deposit. This means the player still retained an amount six times higher than their initial deposit. After the adjustment, the player continued playing and eventually lost the remaining balance.

We would like to again highlight that the customer accepted our terms, including clauses 1.3: "These Terms and Conditions come into force as soon as you tick the box for acceptance during the registration process…" and 1.4: "You must read these Terms and Conditions carefully in their entirety before ticking the box for acceptance…" If a user does not agree with any part of the Terms, they must not use or continue using the website.

We also want to draw your attention to the fact that the bonus was activated by the user themselves. To use the bonus, the player must click the activation button (screenshot attached).

We hope this provides full clarity and answers all of the user’s questions.

Dear Igor,

Thank you for your continued help.

The statement provided by XON Bet is incorrect.

I did NOT activate a 250 RON bonus, nor did I ever see or click any "bonus activation button" before depositing.

The only bonus ever credited to my account was 150 RON, automatically added after my 100 RON deposit.

Therefore, I formally request the following:

1. XON Bet must provide proof of this alleged manual activation.

Specifically:

– the timestamp,

– the IP address,

– the device used,

– and a screenshot or internal log record showing that I personally clicked any "Activate Bonus" button for a 250 RON bonus.

Since XON claims this bonus was "manually activated", they must present evidence from their system logs.

So far, they have provided zero proof.

2. I request that Casino Guru asks XON Bet to show the bonus history visible in my account at the moment of activation.

There was no such bonus displayed.

3. Their explanation contradicts my actual gameplay history.

I completed the wagering requirement of the 150 RON bonus (x45).

Only after finishing wagering did my balance reach 6006 RON.

This means I was playing with real balance.

Rule 7.5.1 does not apply to real balance winnings.

4. XON Bet changed the narrative.

First they claimed a "100 free spins bonus".

Now they claim a "250 RON bonus".

This inconsistency alone shows that the casino cannot identify any real bonus activation on my side.

For these reasons, I respectfully ask you to request from XON:

– the exact system log showing manual activation

or

– a confirmation that the bonus was applied automatically.

If they cannot produce the activation log, then the confiscation of my winnings was unjustified.

Thank you again for your support.

Kind regards,

[redacted by Casino Guru]

Dear Igor,

The screenshot provided by XON Bet does not prove anything related to my account. It is only a generic promotional image shown to all new users.

It does not contain:

– my username

– the date or time of activation

– the device

– the IP address

– any confirmation action

– any system log

– any evidence that I clicked the "Activate" button

I never activated this bonus.

The casino must provide real activation logs, not a public advertisement.

I respectfully ask Casino Guru to request from XON Bet:

The timestamp of the alleged activation.

The IP address.

The device fingerprint.

The internal log entry showing my user ID performing the activation.

A screenshot of my Bonus History at the time of deposit.

If such evidence cannot be produced, then the bonus was applied automatically and the winnings were voided unfairly.

Thank you.

Kind regards,

[redacted by Casino Guru]

Dear Xon Bet Casino,

Thank you for your previous response.

Could you please provide the following:

1. The exact timestamp of the bonus activation and the internal log entry showing the user performing the activation.
2. A screenshot of the player’s Bonus History.

The screenshot provided earlier is a general promotional banner and does not show any link to the player’s account or any manual action.

Thank you in advance for your cooperation.

Dear Igor,

We have sent you an email with additional details, and we would appreciate your consideration.

Dear Xon Bet Casino,

Thank you for your email.

Could you please send me screenshots showing the full user ID, as well as proof that this user ID matches the player’s account?

Dear Igor,

We have sent you the information you requested. Thank you for reviewing it.

Dear Xon Bet Casino,

Thank you for your email.

According to the player’s previous messages, he only claimed/received a 150 RON automatic bonus.

However, I can't find such a bonus in the screenshots provided by you.

Do you know which bonus/promo the player is referring to?

Please feel free to share any additional information as well.

Dear Igor,

We have provided all the information regarding this user. He did not receive the 150 RON bonus, nor did he use any similar bonus of the type he is referring to.

Dear atanasoaie,

In the email the casino sent, your bonus history is visible.

However, there’s no record of the bonus you’re referring to — only the first-deposit bonus mentioned by the casino earlier.

Do you have any screenshots from your account showing that you claimed the bonus you previously mentioned?

Dear atanasoaie,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru