Xon Bet Casino - Player’s funds are delayed by the casino.

I am filing this complaint against XonBet regarding my account balance of 15,671 RON, which has been unfairly withheld since January.

For the past months, the casino has been repeatedly rejecting my KYC documents without providing any clear, written explanation for the rejections. I have provided all necessary identity and verification documents, and there is no legitimate reason for these continuous delays. It is clear that the casino is using repetitive document requests as a stalling tactic to avoid paying out my funds.

On Saturday evening, I sent them a final formal notice via email, demanding a written breakdown of every rejected document and the immediate release of my 15,671 RON within 48 hours. I explicitly stated that I would take public and legal action if they failed to comply. The 48-hour deadline expired today at 18:00, and I have received no written response, nor have my funds been unblocked.

I am requesting the mediation of this platform to force XonBet to review my case transparently and release my 15,671 RON immediately. I have attached the screenshots of my final email and the evidence of my verification attempts.

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.

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

Hello Attila,

Thank you for taking my case. Here are the answers to your questions:

I have already provided every single document requested by the casino, including: my National ID card, bank statements, an official bank address confirmation, a fiscal certificate issued by the tax authority, and a tax certificate/clearance statement issued by the tax authority.

I sent the last document last week.

Yes, I have provided all the requested and mentioned documents as soon as possible and strictly in the correct, requested format.

Despite sending everything they asked for, the casino continues to reject them repeatedly without providing any legitimate or clear reason.

Please let me know how we can proceed to resolve this.

Best regards,

[Redacted]

Hi Support Team,

I am opening this ticket regarding XonBet.

I received two emails from them requesting a card update. They also state that my previously uploaded documents were rejected.

Please check my case and let me know how to proceed.

Account Details:

My Username/ID: [Introdu aici ID-ul sau username-ul tău de pe Guru]

Associated Email: [Introdu adresa ta de email]

Thank you,

Hi Support Team,

I am writing to update you regarding my situation with XonBet and the two emails I received from them.

In their emails, they stated that my previous documents were rejected. Today, I have sent only my bank statement containing my full address to resolve this issue.

I kindly ask for your help to resolve this situation as soon as possible, so that my account verification can be successfully completed.Tks!

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.

Hello, I have just sent an email containing all the requested documents for my KYC verification (ID, bank statement, card, selfie, and tax certificate). Please review them and update my status as soon as possible. Thank you!

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, Lucia (lucia.s@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,

Attila

Hello Eugenia28,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Xon Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hi Lucia,

I am writing to update you and provide the correct document (p. 1). I have successfully downloaded the official, original digital PDF statement directly from my Revolut banking app (p. 1).

As you can see, this document contains my full name, address, and satisfies all official requirements (p. 1). It is a clean, original PDF file with no scans or screenshots involved (p. 1).

However, because the XonBet website is still malfunctioning (the upload section keeps spinning and fails to process), I have also emailed this exact PDF file directly to XonBet's support department.

I am attaching the official PDF here as well to prove that I am fully cooperating and providing the correct document requested (p. 1).

Thank you,

Lavinia

Hi Lucia,

I am also attaching the screenshot of the email I just received from Francesca (XonBet support). As you can see, they confirm there is an issue with their verification page, but they state they do not accept documents via email.

This proves the deadlock I am in.

Thank you,

Lavinia

Hi Lucia,

I am providing a critical update with a new screenshot from XonBet support. They have officially stated that they do not accept statements from Revolut, N26, or any digital banks that do not have physical branches.

This is a clear case of discrimination against legitimate, fully licensed European banking institutions. Revolut Bank UAB holds a full banking license from the European Central Bank. Furthermore, XonBet happily accepts deposits made via Revolut cards, but they refuse the official bank statement when it comes to a withdrawal.

This arbitrary rule was not stated in their initial document requirements list. They are constantly changing the rules and inventing excuses since January just to delay my payment. I hope you can address this abusive policy with them.

Thank you,

Lavinia

Dear Lucia,

Kindly note that at the moment, we are expecting only POA from the user. Before, the user provided a document that could not be accepted. As we see, one of the recently uploaded documents is a tax certificate, which indicates the amount of debt. Such a document is suitable, but we see that it has been edited. Thus, we ask to upload either the original of the same document or an alternative document from the list.

Kind regards

Hello,

The upload section on the Xon Bet website is currently broken and does not allow me to upload files. Therefore, I have attached my official unedited authority document and my Revolut bank statement right here. I have also sent them directly to the casino's support email. Please review them.

Kind regards,

Dear Lucia,

Following up on the casino's reply, I want to inform you that I have just sent another email directly to XonBet Support today, June 9th (attached below).

I have provided them once again with the 100% original, unedited digital authority document and my Revolut bank statement. I explicitly explained that these files are completely unedited and original, directly from the official issuers.

As you can see from the screenshots, their support keeps sending contradictory automated lists of accepted documents, while their website upload system remains broken. Since I have provided all original files both here on the forum and directly to their support email, I kindly ask for your assistance in requesting the casino to complete this verification manually.

Thank you!

Dear Xon Bet Casino Team,

Thank you for the information.

Could you please confirm whether you have received the official, unedited authority document and the Revolut bank statement that the player mentioned having sent via email in their previous message?

Please also let us know if any of the aforementioned issues still persist after reviewing these documents.

Thank you for your cooperation.

Dear Lucia,

Thank you for your intervention. I wanted to update you that right after your message, between 08:34 and 08:35 AM, I received three automated emails from XonBet stating that my documents were rejected again. As you can see from the screenshots I am attaching, their system has completely reset my verification status and is now asking me to upload everything from scratch (ID, Selfie, and POA). This proves that their automated system is completely stuck in a loop and is ignoring the official PDFs I provided.

Furthermore, at 08:53 AM, I received a manual email from the Casino Manager, Alyssa, confirming that both a bank statement and a government tax certificate are fully acceptable for Proof of Address. Since they already have my original, unedited PDFs on email and here on the forum, I am very concerned that uploading them again on their website will just trigger another automated 48-hour rejection loop.

My withdrawal of 15,670 lei is still marked as "În așteptare" (Pending) in my transaction history, and I have not touched it. I kindly ask you to urge their team to perform a manual review of the files right now, directly from the forum or email, and approve my account without making me go through their broken automated system again.

Thank you for your help!

Eugenia

Dear Lucia,

We would like to highlight that the documents should be uploaded via the verification page on our platform in order to be reviewed by the relevant team.

The link was just refreshed, and we kindly ask the customer to upload the required documents via the verification page.

Kind regards,

Xon Bet Team

Dear Casino Guru Team and Xon Bet Representative,

Thank you for your response. Please be informed that the issue is strictly technical. As shown in my previous screenshots, the website's verification page freezes completely on the "TRIMITERE ÎN CURS..." screen, making it impossible to complete the upload through the platform.

To fully cooperate, I have already provided official, high-quality documents both to your support email and here in this thread. These include my official Revolut Bank Statement and my Tax Clearance Certificate issued by the National Tax Authority (ANAF), which clearly display my registered details and address.

All files are well under your 20 MB size limit, and all details match my casino profile perfectly (image_0). Since the official documents are now fully accessible to your team both via email and within this public thread, there is no technical or administrative reason to refuse a manual review. I kindly request the Xon Bet team to finalize the verification process manually.

Thank you for your assistance.

Dear Lucia,

Following your request, since the website's upload page is still frozen on "TRIMITERE ÎN CURS...", I have just sent all my official unedited documents (including the Revolut statement and the National Tax Authority certificate) directly to Xon Bet's support email. They now have full access to the original files in their system for a manual review.

Thank you for your support.

Dear Lucia,

I want to provide a fresh update today, June 12th. I received another email from XonBet Support at 03:07 AM (noticed at 09:04 AM), confirming in Romanian that my tax certificate and bank statement are fully acceptable for Proof of Address (POA). They stated that the verification page was reset for me to try again.

However, as you can see from the fresh screenshots I am attaching (taken at 08:06 AM and 08:09 AM), their website is still completely broken. Even when trying to upload tiny files (27 KB and 157 KB) in different formats, the screen remains permanently frozen on "TRIMITERE ÎN CURS..." with a loading wheel.

Since XonBet's management has officially confirmed that they accept these document types, and they already have my original, unedited PDFs on email and right here on the forum, I kindly ask you to urge their team to review them manually and approve my account. There is no valid reason to keep my 15,671 lei withdrawal frozen due to their platform's technical glitches.

Thank you,

Dear Xon Bet Casino Team,

Could you please clarify whether there are currently any technical difficulties affecting your website's document upload functionality?

In light of the reported issues by the player, would it be possible for your team to review the documents manually, or alternatively accept the documents that the player has already submitted via email?

If neither option is possible, could you please provide the player with detailed guidance on how to successfully upload the documents and complete the verification process?

Thank you for your cooperation. We look forward to your clarification.

Dear Lucia,

Great news! Following your intervention, XonBet has officially verified my account manually. The verification section now shows that everything is successfully approved.

When the account status was updated to verified, my previous withdrawal request was automatically canceled (marked as failed) by their system to return the funds to my balance. I immediately requested the full withdrawal of 15,671 lei again, and it is currently marked as "Pending" (În așteptare).

I am attaching the screenshots showing my verified status and the new pending withdrawal. I kindly ask you to keep this complaint open until the funds actually arrive in my Revolut bank account. Thank you so much for your amazing help!

Best regards,

Eugenia

Dear Eugenia28,

I am delighted to hear positive news. Please kindly keep me informed once you receive your funds.

Dear Lucia, Attila, and the Casino Guru Team,

I am incredibly happy to update you that the funds have just arrived safely in my Revolut bank account! The full amount of 15,671 lei has been successfully received.

Thank you from the bottom of my heart to the entire team for your amazing support, professionalism, and interventions. Attila, thank you for launching and setting up this case so well, and Lucia, thank you for guiding it to the final victory! Without your help, I would still be stuck in that loop since January. You all did an incredible job!

You can now officially mark this complaint as resolved.

Best regards,

[Redacted]

Dear Eugenia28,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia S

Casino Guru