The player from Portugal had been trying to update his address to verify his account and release a €1000 withdrawal since July 4th, but had faced issues with document verification. Despite submitting the requested documents, he received vague responses indicating that the documents were incorrect without specific details. A month had passed with no resolution, and his funds remained blocked. Eventually, the issue was resolved, and the player confirmed that he was satisfied with the outcome.
Xon Bet Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Xon Bet Casino
Safety Index:LowCase summary
Discussion
Public
Public
7 months ago
Translation
Hello, Casino Guru team,
I would like to file a complaint against the Xon.bet platform. On July 4, I won €1,000 and since then I have been trying to update my address to be able to verify my account and release the withdrawal.
I sent all the documents requested, including a new PDF version on July 29, but so far I haven't received a clear answer. Support says that my documents are incorrect, but has never explained what is wrong, making it impossible for me to make corrections.
A month has passed and the situation remains unresolved, with generic and delayed responses. My money remains blocked and Xon.bet has not cooperated in solving the problem.
I ask Casino Guru to intervene so that this situation is clarified and resolved as a matter of urgency.
Sincerely,
******
Edited by a Casino Guru admin
Automatic translation:
Public
Public
7 months 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 your previous address was verified in the past in this online casino?
- Have you moved since you originally filled out your player's profile?
- Could you please list which documents you provided to the casino to verify your address?
- 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
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Public
Public
7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear reistobias00758,
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,
Tomas
