The player from Germany reported that the casino had confiscated her winnings of €200 and closed her account for an alleged violation of terms and conditions. Although she had requested proof of the violation, the casino refused to provide any, which she perceived as a fraudulent strategy to avoid paying out winnings. The Complaints Team investigated the issue and concluded that the casino's claims regarding the player's gameplay and bonus usage were substantiated. As a result, the complaint was deemed unsubstantiated and was closed, with the player advised to review promotional terms and conditions in the future.
Xon Bet Casino - Player’s winnings have been confiscated and account closed.
Amount: €200
Xon Bet Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.1
Xon Bet Casino has a Safety Index of 4.1, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
Public
Public
3 months 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.
Automatic translation:
Public
Complaint Specialist
Public
2 months 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
Public
Public
2 months 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.
Automatic translation:
Public
Complaint Specialist
Public
2 months 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?
Public
Public
2 months ago
Translation
I can answer all your questions with no.
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
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.
Public
Casino Analyst & Complaint Specialist
Public
2 months 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
Public
Casino representative
Public
2 months 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.
Public
Casino Analyst & Complaint Specialist
Public
2 months 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?
Public
Public
2 months 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:
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
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.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear Michi10,
Would you be able to tell me why did you choose to play those particular slots?
Public
Public
1 month ago
Translation
It's very simple: you try out a few games at the beginning and over time you will develop your favorites.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
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
