The player from Italy faced challenges withdrawing funds due to issues with card verifications. After an initial failed withdrawal attempt with a Swiss card, he submitted a new request with an Italian card but encountered delays in the verification process, which lasted over three days without updates. The withdrawal was eventually split into two parts, and the player successfully received two installments of €3,000 each. The issue was resolved as the player confirmed the receipt of his winnings. We marked the complaint as resolved following the player's confirmation.
Xon Bet Casino - Player’s withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €6,000
Xon Bet Casino
Safety Index:Below averageCase summary
Discussion
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2 months ago
Translation
I recently attempted to complete a withdrawal, but I've encountered a series of issues that are causing me frustration and confusion. I initially requested a withdrawal using a Swiss card, but unfortunately, the attempt failed. Support suggested I use another payment method, so I created a new withdrawal request using my Italian card, as requested. However, now I'm facing another obstacle: I'm being asked to verify this card, and I can't complete the process. My documents have been in the verification process for over three days now, with no concrete updates. This situation is causing me great frustration, as I simply want access to my funds. The slowness in processing the verification is becoming unbearable, and I feel my patience is running out. I expect my funds to be released as quickly as possible and for the situation to be resolved appropriately.
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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.
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1 month ago
Dear Carlo.B.89,
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?
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,
Attila
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1 month ago
Dear Carlo.B.89,
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.
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1 month ago
TranslationMy card verification was finally completed, but the withdrawal was split into two parts. I'm currently still waiting for the first installment. I haven't contacted support further, as I don't see much point in doing so, considering the previous wait times.
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1 month ago
Dear Carlo.B.89, thank you for your response. Could you please attach a screenshot of your pending withdrawal? Additionally, have you made any successful withdrawals in this casino before?
Thank you very much in advance for your reply.
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1 month ago
TranslationMany thanks to your team. That week I successfully withdrew €3,000, and this Tuesday another €3,000 was withdrawn. I'm happy that this problem has finally been resolved, and thanks to you, I was finally able to get my winnings.
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1 month ago
Dear Carlo.B.89,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Attila Gorkij
Casino.Guru
