The player from Sweden has been attempting to verify his account since May without success, despite providing all necessary documentation. He is unable to withdraw his winnings after depositing a few thousand, creating frustration over the ongoing verification issues.
Xon Bet Casino - Player’s account verification is delayed.
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Waiting for Casino Guru to reply
6d 12h 37m 57s
Xon Bet Casino
Safety Index 4.4 LowCase summary
Discussion
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yesterday
Translation
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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11 hours ago
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.
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11 hours ago
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
