The player from Germany reports that the casino confiscated her winnings of €200 and closed her account for an alleged violation of terms and conditions. Although she requests proof of the violation, the casino refuses to provide any, which she perceives as a fraudulent strategy to avoid paying out winnings.
Xon Bet Casino - Player’s winnings have been confiscated and account closed.
Amount: €200
Xon Bet Casino
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8.4
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Opened
Current status
Waiting for Casino Guru to reply
1d 14h 19m 53s
Case summary
5 days ago
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3 weeks ago
Translation
Hello, the casino confiscated my winnings and deleted my account due to a violation of the terms and conditions. When I asked what proof I was supposed to provide, the casino said it wouldn't be released. What's up with that? I deposited €180 and won €200. That's a joke. And when I read this, it seems like the casino's strategy: to avoid paying out winnings, they look for some stupid reason and pocket the winnings. This absolutely must be reported; it's fraudulent deception. You only don't violate the terms and conditions if you keep losing everything.
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2 weeks ago
Dear Michi10,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and to assist you effectively, could you please provide us with some additional details? Here are a few questions that might help clarify the matter:
- Could you please specify if you passed the full KYC verification?
- What types of games did you play?
- Did you accumulate your winnings with or without a bonus?
- Is there any chance that someone from your household or using the same IP also created an account at this casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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2 weeks ago
Translation
A KYC verification was not required. Despite asking and requesting it several times in the chat, I was told it was not necessary and would only be done later.
I play querbet, slot games mainly
All winnings were achieved without bonus
Nobody in my household plays at this casino, generally I'm the only one who plays in our household, but I did refer friends, which was given to me by the casino as part of a bonus offer and when the friend successfully registered I received the bonus, although that was well over a month ago.
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2 weeks ago
Could you please let me know if you and your friends used the same device (computer or mobile phone) to register or log into your accounts at this casino?
Have you played from the same internet connection or Wi-Fi network?
Lastly, have you ever used a VPN or any IP-masking software while accessing the casino’s website?
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2 weeks ago
Translation
I can answer all your questions with no.
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1 week ago
Thank you very much, Michi10, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
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1 week ago
Hello Michi10,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Xon Bet Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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5 days ago
Dear Michal,
We sent you a letter with clarifications, but unfortunately, we did not include your name in it. We sincerely apologize for this oversight and would be very grateful if you could still consider our message.
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5 days ago
Dear Xon Bet Casino,
Thank you for the provided email. I have replied to you with further questions.
Dear Michi10,
Could you tell me which games have you played while the bonus was active?
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5 days ago
Translation
I don't know exactly, it could have been the following games
Egyptian fire
Aztec fire
9 Bells
9 coins
Luxor pots
But I don't know exactly
Automatic translation:
Casino Guru is examining the case
