The player from British Columbia had been trying to withdraw $500 for a month but faced repeated denial of her verification documents, despite submitting multiple government-issued letters and a bank statement. The Complaints Team attempted to clarify the document requirements and reasons for denial by requesting additional information from the player. However, due to the player's lack of response to inquiries and reminders, the complaint was closed without resolution. The player retained the option to reopen the complaint if she chose to resume communication.
Xon Bet Casino - Player's withdrawal is delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: C$500
Xon Bet Casino
Safety Index 4.4 LowCase summary
Discussion
Public
Public
1 month ago
Hi,
I made a withdrawal of $500 and they wanted to send in documents for verification. So I have submitted a few different documents and they are denying them all. I have sent in 2 government issued letters dated within 60 days and my bank statement was also denied.
Public
Public
1 month 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
1 month 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 specify which types of documents the casino requested from you? Have you made sure that the documents you uploaded meet the casino’s stated requirements?
- Has the casino explained why your documents could not be approved during the KYC process?
- Have any of your identity documents already been approved for KYC verification?
- Which of your documents are still pending verification in your casino account?
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
1 month ago
Dear Cd1976,
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.
Public
Public
3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
