The player from Austria had faced repeated document verification issues while attempting to withdraw her winnings after fulfilling wagering requirements. Despite uploading various required documents, including her driver's license and bank statements, her submissions were consistently rejected for dubious reasons. She had contacted customer service multiple times but had not received a resolution. The complaint was marked as resolved after the player confirmed her issue had been addressed, though specific details of the resolution were not provided. We acknowledged the resolution and offered continued support for any future issues.
Xon Bet Casino - Player's withdrawal is delayed due to document rejections.
Resolved
Our verdict
Case closed
Amount: €3,500
Xon Bet Casino
Safety Index 4.4 LowCase summary
Discussion
Public
Public
3 months ago
Translation
Hello,
I have made several deposits and claimed several bonuses.
Ultimately, I won a larger amount. After that, I fulfilled the wagering requirements until a payout was possible.
Verification was required for the payout.
As requested, and despite several rejections, I have uploaded the following data: a photo of my driver's license (front and back), my bank card (front and back), my driver's license next to my face, and my bank card next to my face. Furthermore, I have uploaded multiple images of my electricity bill from January 12, 2026, including my address, and a bank statement with my details, including several transactions to the casino.
My application was rejected several times, sometimes with dubious justifications:
The bank card has data on two sides and will not be accepted in this condition.
The bank statement has been scanned; it must be uploaded as an original PDF file.
The photo of the invoice is not accepted because a corner of the page is not visible.
I then uploaded 4 photos of the electricity bill, but it was rejected because it was supposedly older than 3 months, however the bill is from 12.1.2026 and therefore not 3 months old.
I then uploaded my bank statement from March directly as a PDF, several pages including several payments to the casino, including a payment of €50, which according to the casino would be sufficient for verification, however it was rejected again.
I have contacted customer service countless times without success. I only ever receive information about longer waiting times due to high customer demand.
I tried four times to upload the required documents for verification. Waiting times between verifications ranged from 48 hours to 5 days.
Unfortunately, I can't help myself anymore, and I came across their website by chance.
Had I found the reviews on their site beforehand, I would never have opened an account at the casino.
Automatic translation:
Public
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3 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.
Public
Public
3 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please send me all the documents you uploaded, including photos of your ID, bank card, electricity bill, and bank statements, to veronika.f@casino.guru?
- Have you received emails from the casino stating the exact reason for each rejection? If so, could you forward those emails?
- When did the casino first request verification, and when did you complete your last upload?
- Did the casino provide any explanation beyond "document not acceptable"? For example, did they indicate formatting, file type, or content issues?
- Have any of your documents ever been approved by the casino, or were all rejected?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
3 months ago
TranslationHello,
Thank you very much for the feedback.
The casino currently wants to review the case again. I've been waiting for a result for four days now.
If nothing comes of it, I will contact you immediately with the details.
May I upload the data to your site?
Automatic translation:
Public
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3 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 barbie01,
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,
Veronika
