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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

Guten Tag,

Ich habe schon Öfter Ein und Auszahlung in diesen Casino betrieben, und bisher lief alles gut. Doch nun möchte man mir mein Gewinn wegnehmen.

Und zwar zahlte ich 15 Euro ein und bekam oben drauf noch einen 18 Euro Bonus, somit war ich 33 Euro Guthaben. Das Casino schreibt man müsse den Bonus 45x Umsetzen damit er in "Echtgeldguthaben" umgewandelt wird. Dies habe ich erfolgreich geschafft und am Ende blieben mir knapp 120 Euro als "Echtgeldguthaben" und als "Auszahlbar" gekennzeichnet. Nun spielte ich weiter bis auf 50 Euro runter und wollte mir dann diese Auszahlen. Ein Tag Später entschied ich mich um wobei ich die Auszahlung storniert habe um weiter zu spielen. Dies gelang mir sehr gut und ich konnte einen höheren Gewinn erzielen. Mein Kontostand war bei 1000,19 Euro. Ich dachte alles gut es steht ja als Echtgeldguthaben da, dann kann ich es auszahlen. Ich habe die Auszahlung eingereicht und c.a 30-40 Std später sehe ich dass nurnoch 51 Euro auf mein Konto ist. Ich fragte den Support und dessen Antwort war "Du hast mehr als 200% vom Bonus gewonnen deshalb verfällt der Rest des Betrags. Sprich mir wurde 949,19 Euro einfach weg genommen. Dabei habe ich meine Umsatzbedingung komplett erfüllt. Ich habe den 18 Euro Bonus umgesetzt und ins Echtgeld umgewandelt und nun möchte man mir sagen es sei trotzdem immernoch ein Gewinn aus dem Bonus obwohl es längst kein Bonus mehr war.

Ich hoffe sie helfen mir

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 Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru 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.

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.

Wie gesagt ich habe 15 Euro eingezahlt und einen 18 Euro Bonus oben drauf bekommen. Ich habe diesen Bonus Vollständig umgesetzt sodass ich ihn auszahlen konnte. Ich habe aber weiter gespielt und bei einem Slot namens "Book of Ra" einen hohen Gewinn erzielt. Die 1000,19 Euro wurden unter Kontostand als "Echtgeldguthaben" und als "Auszahlbar" gekennzeichnet und nicht als Bonusguthaben da ich ja längst den 18 Euro Bonus umgesetzt habe. Nun meinte das Casino dass Gewinne die über 200% vom Bonus betragen verfallen sprich also 949,19 und auf mein Konto waren dann nurnoch 51 Euro zu sehen nachdem ich den Auszahlungsantrag gestellt habe. Der Support behauptet es wäre ja immernoch ein Gewinn aus einen Bonus was aber meiner Meinung falsch ist da die Summe nicht als "Bonus" gekennzeichnet war. In den Geschäftsbedingungen steht zwar drinnen dass Gewinne über 200% des Bonus verfallen aber dies ist ja nicht sofort passiert sondern erst knapp 2 Tage nach dem Auszahlungsantrag und die Summe war ja auch nicht als Bonus gekennzeichnet. Es kam auch zudem keine Meldung bei dem Auszahlungsantrag dass es Bonusgeld sei. Wenn man ein Bonusgeld Guthaben hat kann man diesen ja nicht auszahlen lassen.

Thank you very much for your reply, Julian1994. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

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.

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,
Natalia
Casino.Guru