Xon Bet Casino - Player claims that payment has been delayed.

I requested $3,000 withdrawal from the casino xon bet. I had deposited $1,100 and played a bunch then won $3,186.

i immediately requested $3,000 on June 9th at 12am (so almost June 8th) and was then put through a verification process 48 hours after that.

they asked for proof of address, ID and bank statement for the card used.

first time my documents were denied because I didn’t upload the back side of my ID (which I’m certain I did but oh well) ..they did accept my proof of address.

second withdrawal they approved my ID but told me I needed the bank statement in PDF. I submitted the whole unedited bank statement that came directly from my online banking in PDF format just as they requested.

they also told me in a support chat that this was the correct document and that it would be accepted although they can’t say for certain as they are not in that department.

now they have rejected the document that they had no business rejecting and are withholding my funds. I tried to reach out to them and I’m receiving literally no communication from support they are ghosting me.

im from new Brunswick Canada and completely read over their terms of service before playing.

Dear synrmc8d7v,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear synrmc8d7v, please allow me to ask you a few questions, so I can understand the whole situation completely.

Do you currently have any pending withdrawals in your casino account?

Have your winnings been completely confiscated by the casino, or are they currently just withheld until your verification is completed?

What specific reason did the casino give you for rejecting your PDF bank statement, especially after confirming via support chat that it was acceptable?

Could you list all the documents you have submitted so far, and confirm whether they were sent on time and whether they were submitted in the correct format?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Dear synrmc8d7v,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear synrmc8d7v,

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.