Xon Bet Casino - Withdrawal of player's winnings has been delayed.

I won €300 at the casino. I requested a withdrawal, and two days later I received a verification request. I submitted everything, but it was rejected due to missing documents, specifically a bank statement showing the deposit. I uploaded that the first time. Okay, I uploaded the deposit a second time, but it was rejected again. The statement needs to show the casino's transaction ID. You can see it in the screenshot, which I can send by email. I've now uploaded everything a third time and am waiting. Since the transaction goes through a payment provider, the same ID isn't shown on my bank statement. The casino requires a statement with the same ID before they'll process the withdrawal. Unfortunately, I can't perform miracles, and it's not my fault that the payment provider has a different ID. They're saying I should upload a statement showing all transactions from November 8th. On November 8th, I only made that one transaction, and the casino keeps rejecting the statement because the transaction ID on their end is different. It's not my fault that the payment service provider uses a different ID.

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Dear Dima8875,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They're already causing problems with the verification. They say the winnings will be paid out once the account is verified. They're missing a bank statement, which I've already submitted three times, and it's rejected every time. The reason is that the payment ID shown at the casino isn't on the bank statement. The ID can't be there because it goes through a payment provider. Then they tell me I have to submit all the payments I made on November 8th. But that's the only payment I made on November 8th, so I can only give them that one bank statement. But they keep rejecting it. It's the correct bank statement. I can't just magically add the casino ID there, and it's not my fault that the payment provider shows a different transaction description instead of the casino ID they're looking for.

And they're rejecting it again. The deposit receipt. They're demanding that the ID be on it, like at a casino. I can't work miracles; it's processed through a payment provider. I've said that several times in the chat. The transaction description shows a different purpose, and I only made one deposit that day. I can't work miracles to understand what they're demanding. It just sounds like they don't want to verify it so they can't pay out.

Dear Dima8875,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Dima8875,

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.

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,
Attila
Casino.Guru