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I am very disappointed and frustrated because I didn't receive the €87.50 cashback I expected after depositing €1750 in one week. According to the terms and conditions, the 5% cashback should have been credited on Friday, but it simply didn't happen! I waited for the cashback, and when it didn't arrive, I was completely perplexed. It feels like I've been let down, especially since I followed all the necessary steps. I've even attached a screenshot to document the incident.

I expect clarification and a solution because trust in the platform has now been severely damaged.

Ich bin sehr enttäuscht und frustriert, weil ich den Cashback 87,5 EUR, den ich nach den Einzahlungen von 1750 EURin einer Woche erwartet habe, nicht erhaltete. Laut den Bedingungen sollte Cashback zu 5% am Freitag gutgeschrieben werden, aber das ist einfach nicht passiert! Ich habe auf den Cashback gewartet, und als er nicht kam, war ich völlig perplex. Es fühlt sich so an, als würde ich im Stich gelassen, zumal ich alle erforderlichen Schritte befolgt habe. Ich habe sogar einen Screenshot angehängt, um den Vorfall zu belegen.

Ich erwarte eine Klärung und eine Lösung, weil das Vertrauen in die Plattform jetzt stark beschädigt ist.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Xon Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you contacted casino support and asked them for assistance in crediting the cashback bonus?
• Could you please specify the period when you deposited? (dates)
• Was there any other bonus activated on your account during that time?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

No, I didn't contact support because I was answered by a bot when I clicked the support icon. According to its response regarding the cashback, I should have received it. As I mentioned previously, I made deposits totaling €1750 between February 1st and July 1st.

I activated some bonuses and bought them in the shop, but my actual deposits were exactly 1750 EUR, so I should have received a cashback.

Nein, ich habe mich nicht an den Support gewandt, da ich beim Support-Symbol von einem Bot beantwortet wurde. Gemäß seiner Antwort zum Cashback sollte ich es erhalten haben. Ich habe vom 01.02. bis zum 01.07. Einzahlungen in Höhe von 1750 EUR getätigt, wie ich bereits zuvor erwähnt habe.

Ich habe einigeBoni aktiviert und sie im Shop gekauft, aber meine echten Einzahlungen betrugen genau1750 EUR, also hätte ich einen Cashback erhalten müssen.

Hello F.Krause96,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

Please understand we can only intervene after you attempted to resolve the issue directly with the support of the casino. Make sure to contact the support via email at support@xon.bet primarily to reach human agents.

If the support won't be helpful, save your conversation with them as evidence and forward it to my email at tomas@casino.guru for review.

I apologize for the inconvenience.

After several inquiries via chat and email, I waited a long time for a response from technical support, to whom my problem was forwarded. I finally received my cashback, and for the difficulties I experienced, I was even offered a small bonus, which I accepted. The problem can now be considered resolved.

Nach mehreren Anfragen im Chat und per E-Mail habe ich lange auf eine Antwort vom technischen Support gewartet, an den mein Problem weitergeleitet wurde. Endlich habe ich meinen Cashback erhalten, und für die entstandenen Schwierigkeiten wurde mir sogar ein kleiner Bonus angeboten, den ich akzeptiert habe. Das Problem kann nun als gelöst betrachtet werden.

Dear F.Krause96,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru