Xon Bet Casino - El saldo de la cuenta del jugador está bloqueado.

I created my Xon.bet account on 20/07/2025, with an initial deposit of €100 in real money. I didn't activate any bonuses - the amount at stake was always mine alone.

When I filled in the account details, I later realized that I had made a mistake with the address. I then asked for the address to be rectified, sending all the required documents: proof of address, ID, selfie and extract from the e-wallet used for the deposit.

Initially, I was told via chat and email that the deadline would be 48 working hours. That deadline passed without any resolution. Since then, I've been constantly pushed with repeated answers such as "please wait", "it's under analysis" or "we're following the GDPR", and now it's being said that the process can take up to 30 working days just for a simple address correction.

Chat support is totally automated, with no real involvement in the resolution - the answers are almost always the same, regardless of the situation explained.

At the moment, I have more than €3,000 of blocked balance, with no possibility of withdrawal, no resolution and no transparency in the process. This whole situation is causing me distrust and anxiety, not least because I have complied with all the platform's requirements, with my own money.

I appeal for an urgent resolution of my case, because I'm not asking for anything unreasonable: just the validation of the account and the release of the balance that belongs to me.

Criei a minha conta na Xon.bet no dia 20/07/2025, com um depósito inicial de 100€ em dinheiro real. Não ativei nenhum bónus — o valor em jogo foi sempre exclusivamente meu.

Ao preencher os dados da conta, percebi mais tarde que me tinha enganado na morada. Solicitei então a retificação da morada, enviando todos os documentos exigidos: comprovativo de morada, identificação, selfie e extrato da carteira eletrónica usada para depósito.

Inicialmente, foi-me dito via chat e e-mail que o prazo seria de 48 horas úteis. Esse prazo passou sem qualquer resolução. Desde então, tenho sido constantemente empurrado com respostas repetidas como "aguarde", "está em análise" ou "estamos a seguir o GDPR", sendo agora referido que o processo pode levar até 30 dias úteis só por uma simples correção de morada.

O apoio via chat mostra-se totalmente automatizado, sem qualquer envolvimento real na resolução — as respostas são quase sempre as mesmas, independentemente da situação explicada.

Neste momento, tenho mais de 3.000€ de saldo bloqueado, sem possibilidade de levantamento, sem resolução e sem transparência no processo. Toda esta situação está a gerar desconfiança e ansiedade, até porque cumpri todas as exigências da plataforma, com dinheiro exclusivamente meu.

Apelo à resolução urgente do meu caso, pois não estou a pedir nada fora do razoável: apenas a validação da conta e a libertação do saldo que me pertence.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

3.1.3. You must enter all mandatory information requested into your registration form, in particular, your identity, your address and contact details, including a valid e-mail address, your place of residence, phone number, date of birth, relevant payment information; all of which must be true and correct. You are not permitted to use PO Box address as your place of residence. It is your sole responsibility to ensure that the information you provide is true, complete and correct. You are hereby notified that we carry out verification procedures and that your Member Account may be blocked for access or closed if you are found to supply false or misleading information and/or documents.

Could you please clarify the difference between the correct and incorrect addresses? Was the rest of your personal information accurate?

Thank you very much in advance for your reply.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, Cristina,

Thank you for your quick reply.

I can confirm that the address error was simply an oversight when registering. Instead of entering my full and up-to-date address, I entered an incorrect zip code (or a wrong detail - you can adapt depending on the mistake you made). As soon as I realized the mistake, I sent the correct documents and asked for the data to be rectified, as instructed by the platform itself.

The rest of my personal information - full name, date of birth, telephone number and e-mail address - is all correct and matches the documents I sent. The payment method is also in my name, as can be seen from the Neteller receipt I provided.

I want to emphasize that the funds deposited were 100% mine, with real money, and I didn't receive any bonuses or promotions. My intention is only to withdraw my own funds after fulfilling the platform's requirements.

I hope this clarification helps you to follow up on my complaint and I am happy to send you any further information you may consider necessary.

Best regards,

Jorge

Olá Cristina,

Obrigado pela resposta rápida.

Confirmo que o erro de endereço foi simplesmente um lapso no momento do registo. Em vez de colocar o meu endereço completo e atualizado, inseri um código postal incorreto (ou um detalhe errado — podes adaptar conforme o erro que cometeste). Assim que me apercebi do erro, tratei de enviar os documentos corretos e solicitei a retificação dos dados, conforme as instruções da própria plataforma.

O restante das minhas informações pessoais — nome completo, data de nascimento, contacto telefónico e e-mail — estão todos corretos e coincidem com os documentos enviados. O método de pagamento também está em meu nome, como pode ser verificado através do comprovativo da Neteller que forneci.

Quero reforçar que os fundos depositados foram 100% meus, com dinheiro real, e não recebi qualquer tipo de bónus associado, nem promoções. A minha intenção é apenas levantar os meus próprios fundos após cumprir os requisitos da plataforma.

Espero que este esclarecimento ajude no seguimento da minha reclamação e fico ao dispor para enviar qualquer outra informação que considerem necessária.

Com os melhores cumprimentos,

Jorge

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

Dear jrosinhas,

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,
Kristina
Casino.Guru