Xon Bet Casino - Se cancela el retiro del jugador y se reducen las ganancias.

Hello

I deposited 750 euros on 1 May for the 3rd welcome bonus (100% up to 750 euros)

I read the terms and conditions of the bonus beforehand where no maximum cashout was specified and also asked in the live chat whether the bonus had a maximum cashout

The live chat also told me that there is no maximum cashout unless this is stated in the bonus description.

After fulfilling the wagering requirements, I was able to win 8,600 euros, which I then requested for withdrawal.

3 days later, the casino cancelled the withdrawal and corrected my balance to 2250 euros, citing paragraph 3.6.3 of the general terms and conditions.

Since I could not find this information in the bonus description and the live chat also told me that there is no maximum cashout for this bonus, I do not agree with the casino's decision to reduce my balance and hope you can help me in this case.

How is the customer supposed to know if there is a max cashout if even the live chat doesn't know correctly

I took screenshots of the live chat and the bonus description of the bonus I deposited for, but I have problems uploading them

hallo

ich habe am 1.5. 750 euro für den 3. willkommensbonus (100% bis zu 750 euro) eingezahlt

vorher habe ich mir die bedingungen des bonus durchgelesen wo kein max cashout angegeben war und vorher auch im livechat gefragt ob der bonus ein max cashout hat

auch der livechat teilte mir mit das es kein max cashout gibt solange dies nicht in der bonusbeschreibung des bonus angegeben ist.

nach erfüllung der umsatzbedingungen konnte ich 8600 euro gewinnen die ich dann zur auszahlung beantragt habe.

3 tage später wurde die auszahlung vom casino abgebrochen und mein guthaben auf 2250 euro korrigiert mit der begründung auf paragraph 3.6.3 der allgemeinen geschäftsbedingungen

da ich diese information nicht in der beschreibung des bonus finden konnte und auch der livechat mir sagte das es kein max cashout für diesen bonus gibt bin ich mit der entscheidung des casinos mein guthaben zu reduzieren nicht einverstanden und hoffe sie können mir in diesem fall weiterhelfen

woher soll denn der kunde wissen ob es ein max cashout gibt wenn es nicht mal der livechat richtig weiss

ich habe mir screenshoots vom livechat und von der bonusbeschreibung des bonus für den ich eingezahlt habe gemacht habe aber probleme diese hochzuladen

Dear fowi30,

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

I checked the website and our review of the casino, specifically the bonuses.

The rules of the casino appear to have changed in 'April', according to the casino website.

The bonuses you can find in the review of the casino on our website were updated on April 15th, 2025. According to our database, the 2x bonus value maximum cashout was a condition already public at this point.

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

• Is there any proof that the casino changed the terms and conditions only after you activated the bonus?
• Share any evidence here or send it to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

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.

Dear fowi30,

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.

I sent you an email

Did you receive the email?

ich habe ihnen eine email gesendet

haben sie die email erhalten?

Thanks for your emails.

We accept the situation, the rules cited in the general terms and conditions or the general bonus terms and conditions apply to bonuses.

From the information available regarding the specific changes, I found this:

https://me9a60f.xon20.bet/storage-xb/images/xb1_terms.pdf

Considering this, we couldn't argue that the casino is obligated to pay you the uncapped amount of winnings.

I am sorry that the live chat support provided you with incomplete information and that the specific terms and conditions weren't consistent; however, these factors won't be sufficient for us to intervene.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.