Xon Bet Casino - Player's withdrawal is delayed.

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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, that was 3 days ago. The last document was the contract confirmation/electricity supply agreement. I attached a JPG image; I took a sharp photo of it with all four corners visible. Before that, there was the electricity connection bill and the landline/internet bill.

Mobile phone bill

Bank statement with

Even payslips

This was even converted to PDF.

I would say yes, I tackled it immediately, probably 10 attempts regardless of the format, but before all the efforts it was always the same: it wasn't sharp enough, it wasn't suitable, all 4 corners were visible, even though I received this document myself as a PDF file.

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.

Good afternoon, I will send you the documents this afternoon...and the correspondence between us

Good afternoon, I went to the residents' registration office today specifically to get proof of my registration certificate and sent it to the casino with all four corners clearly visible and legible. I hope this document solves my problem, as there isn't any better proof... therefore, I won't send you the other documents for now... just let me know if you need them... best regards

Thank you for your response. Have you received any feedback from the casino regarding your latest document submission? In case the documents weren't accepted, please forward them to my email along with any relevant communication between you and the casino.

I look forward to your reply.

Dear Nico360,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Nico360,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Nico360,

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,

Attila