The player from Germany faced difficulties verifying his account to withdraw his winnings of €1,395 after multiple submissions of the required documents. His verification requests were repeatedly rejected with changing and contradictory justifications, leading him to feel that the payout was being deliberately delayed. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team.
Xon Bet Casino - Player's withdrawal is delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: €1,395
Xon Bet Casino
Safety Index:LowCase summary
Discussion
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1 month ago
Translation
I deposited €25 on [06.03.2026] and increased my balance to €1,395. For over 2.5 weeks I have been trying to verify my account in order to request a withdrawal.
I have submitted all the required documents multiple times, including a selfie with my ID, proof of address, and proof of payment. Despite this, my application is repeatedly rejected.
The justifications are constantly changing and are sometimes contradictory or incomprehensible. For example:
- my selfie was mistakenly labeled as a screenshot
- requires that all four corners be visible, even though this was not mentioned previously
- a bank statement was requested for a date that is not yet available.
- initially demanded a specific format and later rejected precisely that format
I have fulfilled all requirements to the best of my knowledge, however it seems impossible to successfully complete the verification.
I have the impression that the payment is being deliberately delayed or prevented.
I request assistance in completing my verification and processing my payout. I can provide all necessary documentation and screenshots.
Automatic translation:
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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
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.
- Have any of the documents you sent to the casino been approved during the KYC process?
- Are there any documents in your account that are currently waiting to be reviewed by the relevant department?
- When was the last time you were asked to submit a document to the casino for verification?
- What types of games did you play to accumulate your winnings?
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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1 month ago
Dear Maxo28,
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
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
