Xon Bet Casino - Player’s account verification is delayed.

I am submitting a complaint about XON Bet.

I have tried to verify my account five times since 24 February 2026. Each time my documents were rejected without a clear explanation.

I uploaded all requested documents including:

- Driver’s license (front and back)

- Selfie holding my driver’s license (front and back)

- Proof of address

- Bank statement showing my name and account number

- Deposit verification documents

I even received help from an expert to make sure all documents are correct and clear.

Despite this, my account is still not verified and my withdrawal has not been processed.

Amount in dispute: 7000 SEK.

I kindly request manual verification of my documents and processing of my withdrawal.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Eugenia1973,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know when exactly you sent the last one of your verification documents?
• Have you provided all the required documents as soon as possible and in the correct format?
• Did you receive any notifications or updates regarding your account verification status?

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

Petra

Dear Petra,

Thank you for your reply.

I sent my latest verification documents on March 9, 2026. I have submitted all the requested documents several times since February 24, but they keep getting rejected without a clear explanation and my withdrawal of 7000 SEK is still pending.

If it helps, I can also send you the same verification documents that I submitted to the casino. Please let me know if you would like me to upload them here.

Thank you for your help.

Kind regards,

Eugenia

Hello Petra,

I would like to ask for your help regarding my verification process.

This has been ongoing since February 24, and my documents have already been rejected several times even though I have uploaded the correct documents according to the instructions each time. I have re-uploaded the documents approximately 4–5 times so far.

My latest upload was about 60 hours ago, and I still haven’t received any update. At this point I am concerned that the process may not be handled correctly.

Because this has been going on for quite a long time, I would really appreciate it if you could help review my case and possibly ask the casino to prioritize the verification, as I have fully cooperated and submitted all requested documents multiple times.

If needed, I can also upload the same documents here so you can check them, in case there is something that could be causing the repeated rejections.

Thank you very much for your assistance and support.

Kind regards, 

Eugenia

Dear Eugenia1973,

Thank you for your reply and for providing the previous details.

• Could you please confirm whether you received any specific feedback or reasons for the rejection of your documents from XON Bet?
• Additionally, could you provide your withdrawal history and current verification status?

If you have any further communication with the casino/ above mentioned documents, please feel free to share it. You can send all relevant documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Hello Petra,

I have sent you an email – please check your inbox.

Kind regards,

Eugenia

Dear Eugenia1973

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Petra,

Thank you very much for your help and support. I truly appreciate it.

Kind regards,

Eugenia

Dear Eugenia1973,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Xon Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Xon Bet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's verification.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear Hadi,

Thank you for taking over my case.

I would like to inform you that my verification has been rejected again. I have now submitted all the required documents once more, including a PDF certificate from my bank and my bank statements.

If needed, I can also send you the same documents by email. Please let me know if you would like me to forward them to you, including the same documents I sent yesterday.

This issue has been ongoing since February 24, and I would really appreciate your help in resolving it as soon as possible.

Thank you for your support.

Kind regards, 

Eugenia

Dear Hadi,

I just wanted to inform you that I have sent you an email with the requested documents.

Could you please check your email when you have a moment?

Thank you for your time and support.

Kind regards, 

Eugenia

Dear Eugenia1973,

I would like to confirm that I have received the email along with the attached document. Thank you for your cooperation. We will await the casino's response before proceeding with the case.

Dear Hadi,

Thank you for your response.

I would like to provide an update regarding my case. I am still waiting for my account verification to be completed. It has now been almost one month since this process started.

I have uploaded all requested documents multiple times (6–7 times) in original PDF format, exactly as requested. Despite this, the casino keeps asking me to wait without giving any clear timeframe or explanation.

In my latest communication with their support, they stated that my withdrawal will only be processed once the verification is complete, but they cannot say when this will happen.

This delay is not normal and is causing me serious concern.

I kindly ask you to follow up with the casino and help escalate this matter, as I believe I have fully cooperated and provided everything required.

Please let me know if you need any additional documents from my side.

Thank you for your help.

Kind regards, 

Eugenia

Dear Hadi,

Please note that the document last uploaded by the user was rejected because it was a scanned copy. The second document uploaded was rejected because it was uploaded without the full IBAN number; only part of the number is visible. We require a bank statement showing the full number; this can be a photo of the original document or a PDF.

As soon as the user uploads the documents, we will review them as quickly as possible. If you have any questions, we’ll be happy to help. 

Dear Hadi,

I have now uploaded the original bank document again, exactly as requested.

I have also sent the same document to your email, and I am sending it again to ensure you have received it. Please check your email and review the documents I have sent to you.

Both the uploaded file and the email attachment are original documents directly issued by my bank and clearly show my full IBAN.

This process has been ongoing since February 24, and I have already submitted the requested documents multiple times. It is becoming unreasonable to continue rejecting valid documents without clear justification.

I kindly but firmly ask you to review everything carefully and resolve this matter without further delay.

Please confirm after checking your email whether the documents I have submitted are approved.

If there is still any issue, please specify exactly what is missing.

Kind regards

Eugenia

Dear Xon Bet Casino,

Thank you for your clarification and prompt response.

Dear Eugenia1973,

I would like to confirm that I have received your email along with the attached document. We will review it on our end as well. In the meantime, we will also await the casino's response regarding this matter.

Dear Hadi,

The user's account has been successfully verified, and the withdrawal has been processed on our end.

We'd be happy to assist you further if needed. 

Thak you very much 🙏🙏🙏❤️❤️❤️

Dear all,

I am pleased to hear that your account has been fully verified and that you are now proceeding to the withdrawal process.

I look forward to receiving the next update.

Dear Hadi,

Could you please clarify which update you're referring to? The user was successfully verified, and their withdrawal request was processed, as described in the previous response. 

Dear Xon Bet Casino,

Thank you for your clarification, and I apologize for the confusion on my side. I misunderstood your previous message and thought the withdrawal was still in progress, while you had already confirmed that it had been processed.

Dear Eugenia1973,

Thank you for your patience. Could you please confirm whether you have received the full amount of your withdrawal?

Best regards,

Hadi

Hello,

Yes, I confirm that I have received the full amount of my withdrawal.

Thank you for your assistance.

Dear Eugenia1973, I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help. Also, I would like to thank the casino for their assistance with the issue!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Hadi

Casino Guru Team