The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. After multiple updates regarding delayed verification and concerns about the casino's terms and conditions, the player's account was eventually verified. Following this, a payout of €3,000 was processed, with further payments scheduled based on the casino's terms. The issue was resolved with the player receiving the initial payment, and the Complaints Team closed the case due to a lack of further communication from the player.
Xon Bet Casino - Player claims that payment has been delayed.
Amount: €14,000
Xon Bet Casino
Safety Index:LowSafety Index
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4.1
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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3 months ago
Translation
Hello, I made my first deposits in the casino on March 25, 2025, and my last deposit of 40 euros on March 29, 2025.
With this deposit, I initially won over €3,000 and requested a withdrawal on March 31, 2025. I still had a balance left, so I continued playing and ultimately won over €14,000, which I requested a withdrawal in installments. I then received a verification request and uploaded all documents on March 31, 2025. After 48 hours, the first verification was rejected because my proof of address and bank statement were not accepted. I then submitted documents from my online banking again. Another 48 hours later, the verification was rejected again because, according to support, my name was not visible on the receipt for the last €40 deposit. I then generated a bank statement for a fee, where all the data was entered correctly, and I also attached some invoices (insurance, official letter, etc.) as proof of address. These documents have now been under review for over 76 hours, and nothing has happened. When asked, they only stated that the workload was high and that it was still being processed. They always pointed out that the 48-hour deadline had already been reached, but this has already been significantly exceeded.
I'm afraid the casino is holding back verification because of my rather high withdrawal request.
Best regards
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PR Assistant
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3 months ago
Dear Cournell,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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3 months ago
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Well, it's more about the delayed verification, which is still pending and dragging on, despite the correct documents being submitted several times, and the final check has now taken over 78 hours without anything happening. I suspect that the verification is being held back to avoid a payout.
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3 months ago
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Update: 100 hours have now been reached and verification has still not been completed.
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2 months ago
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Update: My verification has just been rejected again, despite submitting all the required documents correctly several times. According to support, the bank statement with the last deposit was not submitted correctly, and the proof of address is incorrect. I submitted a total of five documents, all of which meet all the requirements. The bank statements were even requested from my bank for a fee, and they prove all the requirements. I am now being asked to submit documents again. In my opinion, the verification is being deliberately prevented. Every other casino has already accepted these documents for verification.
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2 months ago
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Yesterday, I uploaded four more proofs of address from the current month or March 2025. These include official letters, my new employment contract, and other invoices. I've also uploaded my complete bank statements from March 2025 as PDFs. I'm curious to see how long it will take for them to be reviewed and whether these documents will be rejected again. According to support, they'll try to review the data within 48 hours, which I no longer believe.
I also suspect that the casino, like user Rattekruemel, who had a similar case here, wants to enforce a change to their terms and conditions and does not want to pay out my funds all at once.
3.6.2. In cases where a player's total winnings exceed five (5) times the total amount of their deposits, the maximum withdrawal limit is EUR 3,000 (or the equivalent in another currency) within a 30-day period.
3.6.3 . The maximum amount that can be withdrawn from the bonus balance is limited to 200% of the bonus amount. Winnings exceeding this amount are non-cashable and will be forfeited.
( https://xon.bet/terms )
I would like to point out that I registered with the casino on March 11th, and the terms and conditions did not exist as they were. A change to the terms and conditions was never announced, and consent to the change was not requested, or even given. This means that the casino independently changed its terms and conditions at a later date, and these do not apply to me. When I contacted support, they didn't even know when the registration was made. Not even support knew when changes to their own terms and conditions take place. Accordingly, I hereby reject any reduction in my winnings and expect an immediate payout of my full winnings of €14,000.
I am attaching the chat history from support regarding the terms and conditions.
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2 months ago
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Update: Because I informed the casino that I had filed a complaint, my account was verified yesterday. According to section 3.6.2 of the terms and conditions, I'm paid out €3,000 every 30 days. I can live with that and hope that's what happens.
According to support, the first 3,000 euros are being processed and have been requested for payout from my payment service provider. The next 3,000 euros are scheduled to be paid out on May 1, 2025.
I'm curious to see if everything will work out that way and I believe that my complaint was a decisive factor in the processing.
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PR Assistant
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2 months ago
Dear Cournell,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 months ago
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Hello, I haven't received any payments into my account yet. Currently, €3,000 has been deducted from my balance and is supposed to have been waiting for withdrawal for two days. The casino also refers to section 3.6.2 of their terms and conditions and wants to pay me the next €3,000 on May 1, 2025. This section of the terms and conditions was subsequently added, as already described, and I was unaware of the change.
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2 months ago
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Update: I received a payout of €3,000 today. As described, I should receive the next €3,000 on May 1st, and so on.
However, I don't understand why the casino is allowed to simply change the terms and conditions without any information. There was no information about this. When I registered on March 11, 2025, this point was not included in the terms and conditions. I accepted the terms and conditions from that point on, and they should remain in effect until users are informed of a change.
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PR Assistant
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2 months ago
Dear Cournell,
I'm glad to hear that the first payment was processed to you.
I will be prolonging the timer until 1st of May.
Please let us know in case you would receive the money earlier or any new issue would occur.
Regards,
Nick
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PR Assistant
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2 months ago
Dear Cournell,
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.
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PR Assistant
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2 months ago
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,
Nick
www.kpvfaw.com
