The player from Germany is frustrated with the lengthy withdrawal process, which has taken 14 days. After submitting his documents, he experiences delays and partial rejections, leading to repeated inquiries to customer support with no resolution.
Xon Bet Casino - Player's withdrawal process is delayed due to pending verification.
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Current status
Waiting for Casino Guru to reply
4d 9h 23m 6s
Xon Bet Casino
Safety Index:LowCase summary
Discussion
Public
Public
3 days ago
Translation
Hi, I've managed to accumulate over €1000. Now I'd like to withdraw it.
The certification process is taking a very long time!
It's been going on for 14 days now! The first documents were partially rejected after a 6-day wait. Then, of course, I submitted the requested documents. And now, almost a week later, I contacted support again, just like the first time. The response was that they would now forward the documents to the department. AFTER I CONTACTED THEM!!!!
What should I do now?
Of course I will submit what they request and will remain calm and professional. But how often can they do this? Or rather, for how long?
That's very annoying.
Regards, Steff
Automatic translation:
Public
Public
2 days 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
2 days ago
Hello,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.
Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.
To better understand your situation and move the process forward, could you please provide the following details:
- Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
- Were you able to submit all required documents promptly and in the correct format?
- Has the casino requested any additional documents recently, and if so, which ones?
- Are there any documents in your account that are currently pending verification?
I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.
Best regards,
Veronika
