The player from Austria had been trying to verify his account for withdrawal requests for 10 days, despite having previously completed the verification. He faced repeated document rejections and was then required to upload a screenshot of his Paysafecard for a payment he made, but his name did not appear on it. The issue was resolved after he submitted an official statement from his Paysafecard account showing the €60 deposit with his personal details. He received his winnings, but he noted that the casino should improve its communication regarding document requests.
Xon Bet Casino - Player faces delays in account verification.
Resolved
Our verdict
Case closed
Amount: €250
Xon Bet Casino
Safety Index:LowCase summary
Discussion
Public
Public
4 months ago
Translation
I reported this issue to support 10 days ago and have since attempted to verify my account several times to request a withdrawal, even though my account was successfully verified some time ago.
However, for days now, I've been receiving repeated rejections, even though I correctly resubmitted all the required documents. Support told me I had to upload a screenshot of my Paysafecard showing a €60 payment on August 24. I did that, but my name isn't listed there. This is frustrating.
Automatic translation:
Public
Public
4 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Is the proof of your Paysafecard deposit the only document that has not yet been approved for verification at this casino?
- Have you contacted your payment provider to request an official confirmation of the €60 payment with your personal information visible?
- Have you tried submitting an alternative form of verification for this payment method, such as a video from your Paysafecard account showing your personal details and the €60 deposit made into the casino?
- Have you contacted the casino’s customer support to ask how you can verify the €60 deposit?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Public
Public
4 months ago
TranslationYes, the proof of the Paysafecard deposit was the only document that wasn't accepted for verification. I have now received and submitted an official statement from my Paysafecard account showing the €60 deposit with my personal details. This resolved the issue, and I have received my money.
Sorry for the inconvenience. However, the casino should urgently reconsider its approach to document requests, as it took far too long to clearly explain to me exactly which documents needed to be uploaded.
Automatic translation:
Public
Public
4 months ago
Dear Frey89,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
