The player from Germany successfully completed the wagering requirements for a bonus and had a balance of €1,000.19, but upon attempting to withdraw, he found that nearly €949.19 had been forfeited by the casino, claiming he exceeded the bonus limits. He believes he met all requirements and is seeking assistance in resolving the issue.
Xon Bet Casino - Player's winnings have been confiscated.
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
Opened
Current status
Waiting for player to reply
4d 15h 43m 24s
Case summary
2 days ago
Public
Visitor
Public
1 week ago
Translation
Good day,
I've made deposits and withdrawals at this casino several times, and everything went well so far. But now they want to take my winnings away.
I deposited 15 euros and received an 18 euro bonus on top, giving me a 33 euro balance. The casino states that you have to wager the bonus 45x to convert it into "real money balance." I successfully completed this, and in the end, I was left with just under 120 euros as "real money balance" and marked "withdrawable." I then continued playing until I had 50 euros left and wanted to withdraw this. A day later, I changed my mind and canceled the withdrawal so I could continue playing. This worked very well, and I was able to make a larger profit. My account balance was 1,000.19 euros. I thought everything was fine—it was listed as real money balance, so I could withdraw it. I submitted the withdrawal, and about 30-40 hours later, I saw that there were only 51 euros left in my account. I contacted support, and their response was, "You've won more than 200% of the bonus, so the rest of the amount is forfeited." In other words, €949.19 was simply taken from me. I fully met my wagering requirements. I wagered the €18 bonus and converted it into real money, and now they're trying to tell me it's still a win from the bonus, even though it wasn't a bonus anymore.
I hope you help me
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear Julian1994,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Xon Bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Could you please share a link or a screenshot of the bonus you played with?
- Was there any notification confirming that you completed the wagering requirements of the bonus?
- Do I understand correctly that your bonus winnings were not capped right after the wagering was complete, as per 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.")?
- Were you informed that the bonus terms are applied even after the wagering of the bonus is complete?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Visitor
Public
1 week ago
Translation
As I said, I deposited 15 euros and received an 18-euro bonus on top. I wagered this bonus in full so I could withdraw it. However, I continued playing and made a large win on a slot called "Book of Ra." The 1,000.19 euros were marked under "Real Money Balance" and "Withdrawable" under my account balance, not as bonus balance, since I had already wagered the 18-euro bonus. Now the casino said that winnings over 200% of the bonus expire, meaning 949.19, and only 51 euros remained in my account after I submitted the withdrawal request. Support claims it's still a bonus win, but in my opinion, that's incorrect, since the amount wasn't marked as a "bonus." The terms and conditions do state that winnings over 200% of the bonus expire, but this didn't happen immediately; it only happened almost two days after the withdrawal request, and the amount wasn't marked as a bonus either. Furthermore, there was no notification during the withdrawal request that it was bonus money. If you have bonus money, you can't withdraw it.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Thank you very much for your reply, Julian1994. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.
Public
Casino Analyst & Complaint Specialist
Public
2 days ago
Dear Julian1994,
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.
Julian1994 has 4d 15h 43m 24s to reply
