Xon Bet Casino - Povlačenje igrača je odloženo.

I would like to submit a complaint regarding a delayed withdrawal at XON Bet Casino.

My withdrawal request for €1,250 was submitted on May 30, 2026.

Initially, I was informed by the casino support team that the withdrawal would be processed on June 11, 2026. On June 11, I contacted support again and was informed that the processing had already started and that it would take up to 48 hours to complete.

However, the withdrawal has still not been processed.

Since then, I have contacted support numerous times and received different explanations, including:

the withdrawal was forwarded to the responsible department;

there is a high volume of requests;

I would receive updates by email.

Despite these assurances, I have not received any email updates.

Most importantly, the support team confirmed in writing that there are currently no issues with my account and no issues with my withdrawal request. They stated that the delay is caused only by an increased workload.

My account has already been fully verified and previous withdrawals have been successfully processed.

At this point, more than two weeks have passed since the withdrawal request was submitted, and I still have not received my funds or any specific processing date.

I kindly request your assistance in resolving this matter and obtaining my outstanding withdrawal of €1,250.

Evidence available:

screenshots of all conversations with support;

screenshots of the pending withdrawal;

emails and chat transcripts confirming that there are no issues with my account or withdrawal.

Thank you for your assistance.

Kind regards,

[name hidden by Casino Guru]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the winnings you have been trying to withdraw since 30 May?
• Did you accumulate these winnings with or without a bonus?
• Which payment method did you select for this withdrawal request? Have you successfully used the same payment method for withdrawals from this casino in the past?

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

Hello Veronika,

Thank you for your reply.

I would like to provide some additional information regarding my case.

I originally requested a single withdrawal of €6,200. The casino informed me that there was a weekly withdrawal limit of €5,000. They initially processed part of the withdrawal and successfully paid me €3,000 and €200.

The remaining €3,000 was still pending, so I cancelled it and created two new withdrawal requests: one for €1,750 and another for €1,250 (submitted on May 30, 2026), in order to comply with the weekly withdrawal limits communicated by the casino.

The €1,750 withdrawal was eventually processed successfully, but the €1,250 withdrawal is still pending.

During this process, the casino provided different explanations regarding withdrawal limits. At first, I was informed that the weekly limit was €5,000, and later I was told that the limit was €1,500 per week.

Most importantly, support agents repeatedly confirmed that there are no issues with my account or with the withdrawal itself, and that the delay is caused only by the high workload of the Payments Department.

I played slot games and used Skrill as the withdrawal method. Previous withdrawals to Skrill from this casino were processed successfully.

Thank you very much for your assistance.

Best regards,

P. M. N.

Dear Marius290680

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Maria (maria.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Marius290680,

It’s nice to e-meet you. My name is Maria, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Xon Bet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Xon Bet Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Maria

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Marius290680,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Maria