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

Witam,

Chciałbym zgłosić skargę na kasyno Xon Bet w związku z celowym i bezpodstawnym blokowaniem wypłaty mojej wygranej w wysokości 50 000 PLN. Na moim koncie 30 000 PLN ma obecnie status oczekującej wypłaty, natomiast pozostałe 20 000 PLN znajduje się na saldzie głównym, ponieważ kasyno zablokowało możliwość zlecania kolejnych transakcji do momentu zakończenia weryfikacji.

Moje konto gracza zostało wcześniej w pełni zweryfikowane. Jednak po wygraniu większej kwoty, kasyno zażądało ode mnie dodatkowej weryfikacji pojedynczego depozytu BLIK na kwotę 500 PLN.

Spełniłem wszystkie wymogi. Przesłałem do kasyna standardowe potwierdzenie transakcji, zrzuty ekranu, a ostatecznie oficjalny, pobrany prosto z bankowości internetowej Credit Agricole PEŁNY WYCIĄG MIESIĘCZNY w formacie PDF. Dokument ten zawiera moje pełne dane osobowe oraz numer konta, a na stronach tego dokumentu znajduje się sporna wpłata 500 PLN. Plik nie był modyfikowany.

Kasyno obecnie notorycznie odrzuca ten oficjalny dokument bankowy za pomocą automatycznych szablonów. Co więcej, w korespondencji mailowej pracownik kasyna zapewniał mnie, że dokument trafił do manualnej weryfikacji i potrwa to do 12 godzin, po czym zaledwie chwilę później system ponownie odrzucił wyciąg.

Jest to ewidentna, złośliwa taktyka opóźniania wypłaty (stalling tactics). Kasyno odmówiło manualnej weryfikacji moich dokumentów przez człowieka. Bardzo proszę zespół CasinoGuru o pomoc w mediacji i zmuszenie operatora do wypłaty moich pieniędzy. Co ciekawe, samo kasyno w jednym z maili zasugerowało mi kontakt z Państwa portalem.

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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.

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Dear player,

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

Dear Jean,

Thank you for your response. I completely understand the 14-day rule for standard payment delays. However, I would like to clarify that my issue is not just a delayed transfer, but a case of "stalling tactics" regarding the KYC verification itself.

The casino is repeatedly and automatically rejecting an official, unedited monthly bank statement (PDF) from Credit Agricole, which clearly shows my full name, address, and the specific BLIK deposit of 500 PLN. Furthermore, their support representative explicitly misled me by stating that my document was sent for manual review and would take 12 hours, only for the automated system to reject it again almost immediately.

I have fully cooperated and provided every possible proof, but the casino refuses a manual human review of a perfectly valid banking document. I kindly request you to keep the complaint active, as the casino is blocking the verification process intentionally to avoid paying out my 50,000 PLN.

Thank you for your help.

Thank you for the clarification. I reviewed the document you submitted, and it appears to be a bank transaction history rather than an official bank statement. While both documents contain information about transactions, there is an important distinction. A transaction history primarily provides a record of transactions made on the account, whereas an official bank statement is generally a bank-issued document covering a specific statement period and usually contains identifying account information, such as the account holder's name, account details, and other information required for verification purposes.

This distinction may be relevant to understanding why the casino's verification system is rejecting the document, even if the transaction history contains the BLIK deposit in question.

To better understand the sequence of events and determine whether there has been an unreasonable delay in the verification process, could you please provide the following dates:

• On what exact date did you win the approximately 50,000 PLN?
• On what date did you first request the withdrawal of these winnings?
• On what date did the casino first request additional documents and begin the KYC verification process?
• On what date did you most recently submit the requested verification documents to the casino?

This timeline will help us assess how long the withdrawal and verification processes have actually been ongoing.

Thank you for your cooperation. I look forward to your response.

Dear Jean,

Due to a technical glitch with the file uploader on the website, I was unable to attach my document here.

I have just sent the official Credit Agricole monthly bank statement directly to your email address as a reply to your notification. Please check your inbox for the PDF file.

Thank you for your assistance!

Dear Jean,

I have just received the official, correct monthly bank statement from Credit Agricole.

Since the file uploader here on the website is still giving me issues, I have sent the full, unedited PDF document directly to support@casino.guru with the subject line containing my name and the casino's name.

The document clearly shows my full name, address, and the 500 PLN BLIK transaction on the subsequent pages. Thank you for your help, and I look forward to your update!

Dear Jean,

I have an important update that proves the casino is acting in bad faith. To be absolutely sure, I uploaded this exact same, official monthly bank statement directly to Xon Bet Casino's verification panel.

Unbelievably, their system rejected it again almost immediately, claiming it is incorrect. This proves beyond any doubt that no matter what valid document I provide, the casino will keep rejecting it using automated templates just to avoid paying out my 50,000 PLN.

They are intentionally blocking my verified account from withdrawing. I am so glad that you and the CasinoGuru team are handling this, as the casino refuses any fair, manual human review.

Just a quick technical note for Jean: On the bank statement, you might see the date September 9th for this transaction. This is simply the official booking date (data księgowania) by Credit Agricole bank, while the operation itself was executed on September 8th. Both dates are tied to the same 500 PLN BLIK deposit, and the casino is using this standard banking processing time as another excuse to claim the transaction isn't there.

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

Dear KrzysztofKozlowski,

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,

Jean