The player from Austria was unable to withdraw his winnings due to a verification process that required confirmation of a blocked bank card he had never used for successful deposits. He wanted to remove this card from the requirements and provide only documentation for the payment methods he was currently using. The issue was resolved by the player losing his entire balance and requesting account closure, making the withdrawal issue no longer relevant. The complaint was closed as the player was responsible for his account and bets, and no further action was taken. We expressed regret for not being able to assist more effectively in this case.
Xon Bet Casino - Player’s withdrawal is blocked due to verification issues.
Closed
Our verdict
Other
Amount: €3,500
Xon Bet Casino
Safety Index:LowCase summary
Discussion
Public
Public
3 weeks ago
Translation
I won a large sum of money and for the first time, I was asked to verify my identity. The problem is: during the verification process, I was asked to confirm a bank card that I have never used to make a successful deposit.
This card is already blocked and no longer in use. Therefore, I can neither reuse it nor provide the required documentation in the format apparently expected. This is precisely why my verification is now stuck and I cannot withdraw my winnings, even though I can provide all the other necessary documents.
This seems extremely unfair to me: I'm supposed to confirm a payment method that's practically irrelevant (no successful deposits) and which I can no longer use because of the account suspension. Despite this, my withdrawal is blocked. I want a clear and realistic solution so I can finally complete the verification process.
I want to remove this card from the verification requirements and only send the payment methods I actually use. Support didn't tell me if this is possible, but instead told me to upload what the casino requested. Therefore, I hope you can convince them otherwise.
Automatic translation:
Public
Public
3 weeks 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.
Public
Public
3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Xon Bet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please explain whether you used the card to attempt ultimately unsuccessful deposits to the casino?
- How did the casino learn about a card you haven't used to deposit to the casino?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
2 weeks ago
TranslationYes, I previously tried to make deposits with this card. It didn't work, and the casino forwarded the issue to the relevant department. I was advised to use different payment details in the future, so I haven't tried using it for deposits since.
Therefore, I think they requested it because I did use it, but no deposit was successful. After contacting support every day, they asked me to wait and said they would check if they could remove this card from the requested documents, so I am currently waiting for a response.
I currently have profits without bonuses.
Automatic translation:
Public
Public
1 week ago
Thanks for the explanation.
- Could you please share the relevant discussion between you and support on this topic?
- Could you please specify when these unsuccessful attempts take place? (date)
- Share the information with me via email at tomas@casino.guru or post screenshots here.
Thanks in advance for your cooperation.
Public
Public
1 week ago
TranslationYes, I lost my entire balance and requested that my account at this casino be closed. Therefore, this issue is no longer relevant. Thank you for your time.
Automatic translation:
Public
Public
2 days ago
Thanks for the update.
Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place.
Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
