Xon Bet Casino - Player is facing verification delays.

Hello I have been submitting documents from the beginning of June I have gone to the bank for statements e transfer history and it's July 15 now each time verification unsuccessful. I have read reviews collect winnings from other online casino within the past week yet I am unable to get a withdrawal from xon bet. This seems like fraud and false advertising. I even when I speak to customer service they said they don't see my statements I have sent photo of pdf etc. So I'm at this point where I need to file a complaint

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please explain what the verification requirements are currently for your account?
• Are there any obstacles to providing the documentation that the casino is asking for? Which ones?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

The verification process is a picture ID card, bank statements, bank card, selfie with ur ID card, wallet, proof of address I have sent my utility bills. I have done all this which the required multiple times.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear donairi12356,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Xon Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear Martina,

The player’s verification is still pending because we have not yet received an acceptable proof of payment. The initial document uploaded was rejected as it was a black-and-white image that did not display the full name of the account holder.

Since July 14, 2025, there have been no further attempts to upload the required documentation. To proceed with the verification, we kindly ask the player to upload the original PDF file of the bank statement clearly showing the deposit made to our casino, including their full name and relevant transaction details.

Dear donairi12356,

Can you upload the required documents please?

apparently the pdf file is not supported when I upload the statement from my bank. furthermore I am out of country and do not have any access to the documents requested by I will upload the information as soon as I return.

I understand. Can you please let me know, when you do so? Thank you in advance

Dear donairi12356,

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 have uploaded the documents the app still won't allow me to upload a bank statement directly so I had to get one from my bank , according to the bank teller because it is from a savings account it will not state where the etransfer was sent so she gave me a black and white copy of along with the statement of the etransfer specifically on the date ask of the transaction and stamped it. she said that was the best she could do. if this is not accepted I honestly do no not know what next to do.so I'm hoping the documents submitted will be ok.

Thank you donairi12356 for the update!

Xon Bet Casino Team, can you please check out the documents the player submitted and let us know? Thank you

Dear Martina,

The document has been checked and unfortunately does not contain the user's name; only the deposit to our website is visible. Please note that the document must show the deposit to our website (it is already on the document) and the name. User can upload their bank statements in PDF format, which usually always include their name. 

Dear Xon Bet Casino Team,

Thank you very much for your clarification regarding the situation.

Dear donairi12356,

Could you please provide the casino with your bank statement containing all the required information in PDF format? I’d appreciate it if you could let me know once it has been submitted. Thank you for your cooperation.

Dear donairi12356,

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 have put in a request for the bank to email me a copy of the etransfer history I still have not received the email, also each time I upload a bank statement it shows a blank page I don't understand why it won't accept my statement when I try to upload it to the app

is there another way I can upload my bank statement to show exactly where the 75cdn came from that is from my savings account

Dear donairi12356,

My suggestion would be to visit your bank in person and request the statement directly from them. I understand this may take some extra effort, but unfortunately, without this document we won’t be able to move the case forward.

Dear donairi12356,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru