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On November 2, 2025, I requested three withdrawals from my Xon Bet account, for a total of approximately 651 euros.

After making the requests, I noticed that the system didn't block the funds and the balance remained available for betting, despite the withdrawals being marked as "pending".

As a result, I was able to continue betting until I lost the entire amount, even though I had active withdrawal requests. The problem started when I tried to make 3 withdrawals, which remained pending. As a result, I was able to continue betting until I lost the entire amount, even though I had active withdrawal requests.

I contacted Xon Bet customer support, and the agent confirmed that "this is how the system works", i.e. that pending withdrawals can be used again before they are processed.

I consider this practice to be unfair and irresponsible, as it goes against basic principles of responsible gambling and transparency.

and transparency. When a player requests a withdrawal, the amount should be blocked until the request is approved or rejected - allowing for safe financial management and avoiding unwanted losses.

I request that Casino Guru assess this situation and verify that Xon Bet's conduct complies with the standards of good practice in the industry. I also request that the platform encourage the casino to review its withdrawal system, ensuring greater protection for players.

After that, and due to my gambling addiction, I deposited another 380 euros and ended up losing everything. I asked for self-exclusion and explained that I was banned from gambling.

I would like to clarify that I never canceled any withdrawal requests.

The withdrawals remained pending throughout the period, and yet the balance remained available for betting.

This practice violated the basic principle of player protection and resulted in the total loss of €1031.

I request a full refund, since the decision to keep the funds active came solely from the platform, without any action on my part.

No dia 2 de novembro de 2025, solicitei três levantamentos na minha conta Xon Bet, no valor total aproximado de 651 euros.

Após efetuar os pedidos, reparei que o sistema não bloqueou os fundos e o saldo continuou disponível para apostas, apesar de os levantamentos constarem como "pendentes".

Consequentemente, pude continuar a apostar até perder o valor total, mesmo tendo solicitações de levantamento ativas. O problema começou quando tentei proceder a 3 levantamentos, que ficaram pendentes. Consequentemente, pude continuar a apostar até perder o valor total, mesmo tendo solicitações de levantamento ativas.

Entrei em contacto com o apoio ao cliente da Xon Bet, e o agente confirmou que "o sistema funciona assim", ou seja, que os levantamentos pendentes podem ser utilizados novamente antes de serem processados.

Considero essa prática injusta e irresponsável, pois contraria princípios básicos de jogo responsável e transparên

cia. Quando um jogador solicita um levantamento, o valor deve ficar bloqueado até que o pedido seja aprovado ou rejeitado — permitindo uma gestão financeira segura e evitando perdas indesejadas.

Peço que o Casino Guru avalie esta situação e verifique se a conduta da Xon Bet está em conformidade com as normas de boa prática no setor. Também solicito que a plataforma incentive o casino a rever o seu sistema de levantamentos, garantindo maior proteção aos jogadores.

Após isso e devido ao meu vicio em jogos de azar, depositei mais 380 euros e acabei por perder tudo. Pedi a autoexclusão e expliquei que estava interdita de jogar.

Gostaria de esclarecer que nunca cancelei qualquer pedido de levantamento.

Os levantamentos permaneceram pendentes durante todo o período, e, ainda assim, o saldo permaneceu disponível para apostas.

Esta prática violou o princípio básico de proteção do jogador e resultou na perda total do valor de €1031.

Solicito o reembolso integral, uma vez que a decisão de manter os fundos ativos partiu exclusivamente da plataforma, sem qualquer ação minha.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

I understand that ideally, casinos should lock pending withdrawal requests to prevent players from using the funds they intend to withdraw. However, casinos are not obligated to do so. While this practice is not very user-friendly, it remains the player’s responsibility to verify whether the withdrawal amount has been deducted from their balance or if it is still available for gameplay despite the withdrawal request. Since the funds were lost during regular gameplay, we unfortunately cannot ask the casino to refund them, and this part of your complaint will not be investigated further.

However, I would like to ask whether the casino responded to your self-exclusion request and blocked your account. Have you made the additional €380 deposit before or after submitting your self-exclusion request? Could you also kindly forward me a copy of the self-exclusion request you sent to the casino, along with the casino’s response? My email address is [email protected].

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,

Veronika

Dear andreiaadriano977,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.