The player from Portugal encountered issues withdrawing funds from the casino after several verification attempts. After sending multiple documents and facing delays without specific feedback, she believed the casino was unwilling to accept her verification to avoid paying her winnings. The Complaints Team noted that the player did not respond to their inquiries, which led to the inability to investigate further, resulting in the rejection of the complaint.
Xon Bet Casino - Player's withdrawal is delayed due to account verification issues.
Closed
Our verdict
Player stopped responding
Amount: €68
Xon Bet Casino
Safety Index:LowCase summary
Discussion
Public
Public
8 months ago
Translation
It has some good platform games but they don't allow you to withdraw. I asked to withdraw a small amount (to test the platform) via skrill, which was the same method as the deposit, and after 2 days they said they needed to verify the account. I sent everything they asked for in the verification and after another 48 hours they said there was a problem with the verification. But they didn't even specify which of the documents didn't work. I sent more new documents (I've already sent a lot of private documents. Surreal...) and after more than 72 hours there's still no reply. In other words, we've been doing this for 7 days and I don't think they want to accept the verification. They want to wear me down and not pay, but they won't succeed, I have infinite patience. Another problem is that once you've uploaded documents, you have to wait for a reply and you can't upload any more documents until they get back to you. In short, I don't recommend playing at this casino
Automatic translation:
Public
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8 months ago
Dear Joana_Moreira,
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?
Are there any instructions in your casino profile regarding the verification requirements?
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
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8 months ago
TranslationYesterday, 10 minutes after my complaint, my verification request was denied again.
I understand the importance of verification, but the problem wasn't with the ID. And I had to go to the chat to ask what the problem was this time, because neither in the email nor on the verification page did they tell me which document was "missing" to correct.
And I've already sent them: twice the selfie with ID. Twice photos of the ID on both sides, once proof of residence. Photo of credit card, proof of IBAN. Twice proof of casino deposit (skrill). Twice proof of my Skrill account, with name, email and address included there.
I've attached yesterday's chat conversation, in which I asked what the mistake was this time. I was told what documents I had to send. And here are the documents I sent.
Anyway, let's see if they accept this time, because I've already sent everything they could possibly ask for...
thank you very much
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Public
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8 months ago
Could you please forward me the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru? Thank you for your patience and cooperation.
