The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The delay was caused by repeated rejections of the player's bank statements during the casino's KYC verification process, as the documents did not meet the casino's requirements for showing the player's full name and transaction details. After the player provided multiple statements and cooperated fully, the complaint was escalated to a dedicated Resolver who communicated with the casino to clarify the documentation needed. The issue was then marked as resolved following the player's confirmation.
Xon Bet Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,250
Xon Bet Casino
Safety Index:LowCase summary
Discussion
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2 months ago
Translation
I've had to submit everything for verification repeatedly, and each time they say it's insufficient. They claim bank statements aren't accepted in black and white, even though that's the only way to get them from the ATM. They also say proof of address isn't enough, even though my address is clearly printed on everything, whether it's a bank statement or any other documentation. Yesterday, December 25, 2025, I sent the statements again and now I have to wait again. This has been going on for almost two weeks now. I've saved all the chats except the first one, and I'm getting really angry that these problems are occurring. It's clearly stated everywhere that statements are only accepted in black and white, and yet they're not being accepted. It's outrageous. If further proof is required, I'll gladly provide it.
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2 months 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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2 months ago
Dear Stevoe,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
Dear Stevoe,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 months ago
TranslationNothing has been fixed. I'm supposed to get another update today, and if it still doesn't work, I'm at my wit's end. I've spent the last few days running back and forth trying to get PDF files from the bank to make the casino happy. If that gets rejected again, I don't know what the problem is anymore.
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2 months ago
TranslationAs I said, I saved all the chats from support, and if anything else comes up, I'll gladly make them available to you.
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2 months ago
Dear Stevoe, thank you for your response.
Could you please share your communication with the casino regarding this issue? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
Thank you very much in advance for your reply.
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2 months ago
TranslationI sent them to you, a bit unsorted, but all the ones I have.
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2 months ago
Dear Stevoe, thank you for your response, I can confirm I have received your email. Has the casino accepted the latest documents you have submitted?
Thank you in advance for your reply.
Best regards,
Attila G.
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2 months ago
TranslationNo, I received another rejection today because supposedly my name isn't on the deposit slip, but everything is clearly visible. I sent everything again today and now I have to wait another two to four days. My patience is wearing thin. I'd be happy to send you the deposit documents again. The next issue was that there's no time stamp on it. I can't do anything about that since it's not on the bank statement or in online banking, but the date is there and it's a real-time transfer. I even went to the bank, and they personally confirmed that they no longer issue color statements and that I can only generate a color PDF from online banking, which I did. But that's exactly what was rejected last time, with the explanation that my name wasn't visible. So I sent everything again because my name is listed as the account holder, which I already know will be rejected again because they'll say the same thing. Let me know, and I'll gladly send you the details again. Best regards.
Edited by a Casino Guru admin
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2 months ago
TranslationQuite simply, I'll send you the deposit slips.
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1 month ago
Dear Stevoe,
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,
Attila G.
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1 month ago
Dear Stevoe,
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 withdrawal.
Thank you in advance for your cooperation and prompt response.
Best regards,
Hadi
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1 month ago
TranslationGood evening Hadi, I have no news except that I'm once again waiting for a response from the casino, as it was rejected again because real-time transfers at Postbank don't specify a time since they're sent within seconds. They were supposed to contact me, but haven't happened yet.
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1 month ago
TranslationI even had the bank send me statements again, regardless of the type of real-time transfer, whether it's a debit or credit transaction, there's no time stamp, and the casino also complained about this with my deposits. They said they shouldn't offer this service if they're going to use it to penalize players.
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1 month ago
Dear Stevoe,
The verification process for your account is currently active.
A bank statement for a single day is acceptable; however, it must clearly display your full name. We have reviewed the document you previously submitted and noted that it was a one-day statement with two transactions, but it did not include your name.
Please provide a bank statement for a full month instead. This document should contain your name and will allow us to proceed with the verification without further delays.
Thank you for your cooperation.
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1 month ago
TranslationThese were several statements as requested, in PDF format: one showing both statements and one showing each individual payment made to them, as well as several bank statements that were rejected. Therefore, I had the bank resend the statements and sent them again. I'm still waiting for a response, which was two days ago today. In their last email, they said a photo of the first page and the page showing the two payments would suffice.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Stevoe,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Hadi
