The player from Portugal had requested a withdrawal two weeks ago but had not received his winnings. He was facing difficulties due to repeated issues with the verification of his documents, which the casino claimed took up to 48 hours to process. Despite providing clear images of his passport, he had not received any updates after over a week of waiting. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, leading to the rejection of the complaint.
Xon Bet Casino - Player's withdrawal has been delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: €5,200
Xon Bet Casino
Safety Index:LowCase summary
Discussion
Public
Public
4 months ago
Translation
I won on this site and I still haven't received my money. I'm having great difficulty withdrawing my money now. Because of the site's verification documents. They say it takes up to 48 hours each time you send the documents.
The first time I sent my documents, they weren't approved because the image wasn't very clear, but it was clear enough for the KYC website verification to approve them. The second time the same thing happened. Now I'm sending my document with a very clear image of my passport. I've been waiting for over a week and still haven't received any information. I've contacted Customer Service, but they always tell me the same thing: "Sorry for the delay, but we have a lot to do", but I see people withdrawing money from there all the time, using the withdrawals made at the counter.
Automatic translation:
Public
Public
4 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.
Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.
To better understand your situation and move the process forward, could you please provide the following details:
- Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
- Were you able to submit all required documents promptly and in the correct format?
- Has the casino requested any additional documents recently, and if so, which ones?
- Are there any documents in your account that are currently pending verification?
I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.
Best regards,
Veronika
