The player from Latvia had successfully completed the verification process multiple times at XON casino, but was then facing repeated requests for additional documentation, despite having provided the required bank statement. After a lengthy verification period, the casino claimed they could not verify his account due to a missing utility bill. The issue was resolved when the player confirmed that his account had been verified, leading to the complaint being marked as 'resolved' by the Complaints Team.
Xon Bet Casino - Player’s account verification is delayed.
Resolved
Our verdict
Case closed
Amount: €250
Xon Bet Casino
Safety Index:LowCase summary
Discussion
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10 months ago
Hello Casino guru, so the problem is that This casino - XON casino is trolling me , i had made account on January and successfully verified already 2 times - 1st on 14th of February and 2nd time on 25th of March [ FULL KYC , ID both sides , ID + SELFIE , Skrill wallet + Skrill card number details , + BANK statement with full transactions , and now on 1st of May they Ask me again proof of Address by requesting -Bank statement again in Email , so i sent them my Bank statement on 5th of May and now after long 6 days of verification this trolling company said - WE CAN'T VERIFIY YOUR ACCOUNT because you didn't send us - Utility bill , like what the F is going on? They clearly said on email - BANK STATEMENT WITH transactions included , i will drop chat logs and emails about this.
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10 months ago
Dear linards528,
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 and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying your home address seems to be the only issue at the moment?
- Have you recently provided any other documents? Have they all been approved?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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10 months ago
Hey . Yes my address verification is only problem for them to verify now , i had 2 months ago already verified address also , but now they ask again.
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10 months ago
Thank you very much for your reply, linards528. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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9 months ago
Dear linards528,
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.
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9 months ago
Dear linards528,
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,
Kristina
Casino.Guru
