Xon Bet Casino - Player's withdrawal is delayed and documents rejected.

I have been waiting for my withdrawal of 3000 PLN since March 18th. For over two weeks, the casino support kept telling me that the payment was 'in progress'. Today, after 18 days of waiting, they suddenly rejected my verification documents without any valid reason. This is a clear stall tactic to avoid paying out my winnings. I have all the screenshots showing their promises and the final rejection.

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.

Dear rommix4,

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 take KYC lightly.

• Could you please advise which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Which documents did the casino reject?
• Are there any documents among those you submitted that appear as approved?
• Could you please share with me your communication with the casino? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear Tomas,​Thank you for taking up my case. To answer your questions:​Documents provided: I have provided a full set of documents:​Identity: Passport and Driving License.​Address (PoA): Full extract from the Government PESEL register (digitally signed by the Ministry), a Notarial Deed (inheritance document), and a Revolut bank statement.​Last document sent: The Revolut statement was sent yesterday.​Formats: All documents were sent as high-resolution photos or original PDF files (in the case of the PESEL extract and Revolut statement).​Rejected documents: The casino rejected the PESEL extract, the Driving License (even though it contains my address), and the Revolut statement. They insist ONLY on a utility bill (electricity/gas), which I cannot provide because I live in a shared household and bills are not in my name.​Approved documents: Only my Passport (ID) has been approved. All Proof of Address documents are being rejected despite their high legal status.​Additional info: My documents were fully accepted by MiFinity (the payment provider) within a few hours. I am attaching screenshots of my communication with the casino and my verified MiFinity status.​The casino is ignoring official government and notarial documents, which in Poland are the highest forms of residence proof. I feel they are simply stalling the payout of my 3000 PLN balance.

Update: The same case has just been closed on AskGamblers as UNRESOLVED due to the casino's lack of cooperation. Xon Bet's ranking on AG has been decreased to 7.7. Furthermore, I have officially reported the operator to the Curaçao Gaming Control Board (GCB). I am providing this information to show that the casino is systematically ignoring professional mediators.

Despite the sudden rejection of my previous documents, I have just uploaded a complete and high-quality verification package. It includes my ID (all corners visible), a selfie with the ID, an official government residence certificate with a QR code, and full bank statements in PDF (VeloBank and Revolut), including the specific deposit confirmation. All documents currently have a 'Pending' status. The casino has no further grounds to delay the verification of my 3,000 PLN withdrawal.

The casino claims my address is not verified, yet they rejected a Polish Government PESEL register extract issued on March 31, 2026. This is an official document from the Ministry of Digital Affairs, only 14 days old, confirming my permanent address. It is the highest level of residence proof available in Poland. By rejecting this, the casino is clearly acting in bad faith to avoid paying out 3,000 PLN.

have just provided the mediator and the regulator (CGA) with full proof of delivery. My email to complaints@cga.cw included the 14-day-old government PESEL extract, VeloBank statements, and my digital signature verification. The casino can no longer claim lack of documentation.

Hello rommix4,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas 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 rommix4,

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