The player from Germany won €1,500 at the casino but encountered ongoing issues during the account verification process, as his submitted proof of address documents were repeatedly rejected. The casino later informed us that multiple accounts linked to the player had been identified, which constitutes a breach of their Terms and Conditions. Additionally, the documents provided indicated financial insolvency and receipt of social benefits, raising concerns related to responsible gaming policies. Based on these findings, the complaint was rejected due to clear violations of the casino’s Terms and Conditions. However, as a gesture of goodwill, the casino offered to refund all deposits made to the player’s gaming account. The case was subsequently closed with this resolution.
Xon Bet Casino - Player's withdrawal is delayed due to verification issues.
Unjustified complaint
Amount: €1,500
Xon Bet Casino
Safety Index 4.4 LowCase summary
Translation
Hello
I won €1500 at this casino and verification is of course necessary for the payout…
Documents for address verification are constantly being rejected, even though I've submitted at least ten different documents by now. I'm worried they're stalling or even trying to scam me.
Maybe you can help me.
Thanks
mo
Important notice:
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Dear Mophet,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.
To help us investigate and expedite the process, could you please provide the following details:
- Which documents have you already submitted, and when did you send the most recent one?
- Have you provided all the required documents in the correct format?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
TranslationHello
It's mainly about the address.
I've already sent all sorts of documents, from bank statements and insurance certificates to letters from various government offices. And I'm never given a clear reason why it's rejected.
Thank you very much for your reply, Mophet. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
TranslationThat's the reaction I get.
TranslationAnd this is a selection of documents that I sent.
but several more
TranslationI receive the following answer every time:
Hello Moses,
Our support team welcomes you and thanks you for contacting us!
You recently contacted us via online chat and asked for help and advice.
Following our conversation about your verification.
We would like to inform you that your proof of address has been rejected because the submitted document does not meet the accepted standards.
List of suitable documents for verifying the power of attorney:
Utility bill – invoice from the municipality for utility services such as gas, electricity, water, sewage, etc.;
A letter issued by the government regarding tax benefits (tax assessment) or a tax bill from the local authority (e.g., municipal tax) that is valid for the current year;
Home insurance documents;
TV bills;
Loan agreement;
Certificate of residence (must be stamped and signed or at least stamped);
A bank statement that is no more than 90 days old and includes your name and address;
Landline telephone bill;
Notifications from the police regarding fines, violations, etc.;
Letters or invoices from insurance companies;
Internet bills;
Documents relating to health/social insurance;
If you live in a rented apartment – current tenancy agreement signed by both parties, no more than 90 days old and with full name and address;
Any other official letter or document that includes the full name and address.
Should you have any further questions, we will be happy to assist you. We look forward to helping you!
Dear Mophet,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Kristina
Hello Mophet,
My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Xon Bet Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Lucia
Dear Lucia,
Please note that our customer has been informed regarding the reason why the proof of address was not accepted, and we provided the list of acceptable documentation:
Unfortunately, the last verification was unsuccessful. Reason for rejection:
Required Documents:
— Proof of Address (POA) – A document was uploaded that is not on the list of acceptable verification documents. Please note that we do not accept documents from online banks.
Please upload:
— Document confirming your address – Upload an official document that is no more than 3 months old and shows your name and residential address.
List of acceptable documents for address verification:
Utility bill – A utility bill from your local authority for services such as gas, electricity, water, sewage, etc.;
A government-issued letter regarding tax benefits (tax assessment) or a local tax bill (e.g., municipal tax) valid for the current year;
Home insurance documents;
TV bills;
Loan agreement;
Proof of residence (must be stamped and signed, or at least stamped);
Bank statement no more than 90 days old, showing your name and address;
Landline telephone bill;
Police notices regarding fines, violations, etc.;
Letters or invoices from insurance companies;
Internet bills;
Health/social security documents;
If you live in rented accommodation – current lease agreement signed by both parties, no more than 90 days old, and showing your full name and address;
Any other official letter or document showing your full name and address.
Please note that we only accept original photos or original PDF files of documents. We regret that we cannot accept scanned documents.
Dear Mophet,
Please take a moment and try to submit any valid document listed in the casinos' Requested Documents. It’s important to ensure that the document is in the correct format. Additionally, you are welcome to send the document also to me at lucia.s@casino.guru so that we can review it in case any verification issues persist. Thank you for your cooperation.
TranslationHello
I have already sent several documents.
There should be something in there, right?
Dear Xon Bet Casino,
Could you please provide further details regarding the rejection of the submitted documents?
In your message, it was stated only that the documents did not meet the required standards. We would appreciate it if you could clarify the specific issue - whether it relates to the type of document provided, the format, or any other requirement that was not satisfied.
Your clarification will help us better understand what needs to be addressed and allow us to take the necessary steps to resolve the matter promptly.
Thank you in advance for your assistance.
Dear Lucia,
We have sent you an email regarding the case. Please take a look at your convenience.
Kind regards,
Xon Bet Team
Dear Mophet,
I would like to take a moment to update you on the recent developments concerning your complaint with the casino.
After thorough investigation, the casino has determined that multiple accounts associated with you have been created and utilized, which includes activities related to deposits and bonuses. This situation is viewed as a violation of their Terms and Conditions, which stipulate that only one account is permitted per player.
Furthermore, during the verification process, the documents you submitted indicated financial insolvency and ongoing enforcement proceedings, as well as confirmation of your receipt of social benefits. Consequently, the casino has expressed concerns regarding adherence to their responsible gaming policies.
After careful consideration of the submitted documentation, we regret to inform you that we must reject your complaint, as it is evident that there have been breaches of the casino’s Terms and Conditions.
On a positive note, the casino has graciously proposed an exception and is willing to offer a refund of all deposits made to your gaming account.
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.
Kind regards,
Lucia S
