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

I've been working on my verification since May now without results, I've done exactly as they asked for valid proof of address, account details, bank card pictures, proof of address, yes, everything, but then I send it off and they take 48 hours then I get back that they haven't been verified, this has been going on and I've been struggling with this since May / June, and I don't get my money either, it hurts, because I have to verify my account first before withdrawals can be made, but I've deposited a few thousand but have never been able to withdraw anything. How should I proceed?? Please help me!

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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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Attila

I have sent proof of address both in pdf format my electricity bill for 3 months ago and a card on my ATM card that they asked for with the numbers except the last four sofas covered. Also bank statements from the month of May until this date. Sent this in the day before yesterday. Yours sincerely [Redacted]

Hello Alma89,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear Alma89,

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.