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.

Hallo, das Casino hat mein Gewinn konfeziert und mein Konto gel?scht wegen Versto? gegen AGB s. Nach Nachfrage welche Beweise das sein sollen sagt das Casino, gibt es nicht raus. Was soll das, Ich habe 180 € eingezahlt und 200€ gewonnen, das ist ja ein Witz. Und wenn ich das hier so lese, dann ist das Strategie der Casinos, um Gewinne nicht auszahlen zu müssen suchen die sich irgendein dummen Punkt und kassieren die Gewinne. Das mu? unbedingt gemeldet werden das Ist arglistige T?uschung und Betrug.Man verst??t nur nicht gegen die AGBs wenn man immer alles verliert.

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

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.

Eine kyc überprüfung war nicht erforderlich, Trotz mehrmaligen fragen und Anforderung dessen im Chat, hie? es es w?re nicht notwendig und würde erst sp?ter erfolgen.

Ich spiele querbet, Automaten Spiele haupts?chlich

Alle Gewinne wurden ohne Bonus erzielt

Niemand in meinem Haushalt spielt bei diesem Casino, generell bin ich die einzigste die spielt in unserem Haushalt, ich habe aber Freunde werben gemacht, das wurde mir von dem Casino in einem Bonusangebot gegeben und bei erfolgreicher Registrierung des Freundes hab ich damals den Bonus bekommen, das ist allerdings schon locker über einen Monat zu her.

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?

I can answer all your questions with no.

Ihre Fragen kann ich alle mit nein beantworten.

Thank you very much, Michi10, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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 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

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.

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?

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

Das wei? ich nicht mehr genau, es k?nnten folgende Spiele gewesen sein

Egypt fire

Aztec fire

9 Bells

9 coins

Luxor pots

Aber genau wei? ich das nicht

Dear Michi10,

I will need more time to investigate. Your patience is greatly appreciated. I will be informing you as soon as there are any developments.

Ok

Dear Michi10,

Would you be able to tell me why did you choose to play those particular slots?

It's very simple: you try out a few games at the beginning and over time you will develop your favorites.

Ganz einfach, am Anfang probiert man einige Spiele und Mit der Zeit hat man dann Lieblingsspiele.

Dear Michi10,

Following a thorough review of the materials and evidence provided by the casino, we regret to inform you that we are unable to uphold your complaint on this occasion.

Our investigation confirms that the casino’s statements regarding delays in game rounds are supported by multiple recorded instances. It has been clearly established that bonus features were accrued during bonus play and subsequently triggered during real-money gameplay.

This pattern suggests a deliberate attempt to exploit the transition between bonus and real-money modes—an approach widely recognized in the industry as a violation of standard bonus terms and conditions. Most casinos explicitly prohibit this practice due to the unfair advantage it can provide.

In light of these findings, we must consider your complaint unsubstantiated and will proceed to close it accordingly.

We strongly encourage you to carefully review and adhere to all promotional terms and conditions in future gameplay to avoid similar issues.

While we understand this outcome may be disappointing, please know that you are welcome to contact our Complaint Resolution Center if you experience further concerns with this or any other casino.

Thank you for your understanding.

Best regards,

MichalV