Xon Bet Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

The casino is having trouble verifying my documents, which are required for withdrawals. However, I sent them my ID, bank statement, hospital transcript confirming my address, as they're having trouble with that, and payment records. Furthermore, the casino already paid me 300 PLN at the beginning of the game. When the amount required for withdrawal was higher, more problems arose. They also keep changing which documents they don't accept. I'm devastated and feel truly cheated. Please help me; this amount is a significant amount for me.

Kasyno ma problem z weryfikacja dokumentów, która jest niezbędna do wypłaty. Natomiast ja przesłałam im: dowód osobisty, wydruk bankowy, wypis że szpitala potwierdzający adres bo tu mają problem, a także bilingi wpłat na konto. Ponadto kasyno te wypłaciło mi już pieniądze w wysokości 300zl na początku gry, gdy która do wypłaty była wyższa już pojawiły się re problemy. Dodatkowo cały czas zmie Iana jaki dokument im nie pasuje. Jestem już załamana, czuje się naprawdę oszukana. Bardzo proszę o pomoc, te pieniądze są dla mnie duże.

Dear player,

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. 

• When did you register at the casino and when were you requested to undergo KYC verification?
• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Were any of the documents approved or explicitly rejected?

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, 

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, I'm having a server issue. So I'm not sure if the response went through. I was asked for verification when withdrawing a larger amount, but the 300 PLN withdrawal wasn't verified. I systematically submitted all my documents: my ID card, employment contract, phone and internet bill, and the loan agreement signed on August 8, 2025, to confirm my address. I keep receiving notifications about unsuccessful verification and requests for additional documents. This is becoming dangerous for me. Importantly, one payment of 300 PLN was transferred to my account, which I included in my bank statement. I'm hoping for help.

Kind regards

Veronica N

witam ,mam problem z serwerem. Więc nie jestem pewna czy odp przeszła. O weryfikację poproszono mnie przy wypłacie większej sumy, przy wypłacie 300zl nie było weryfikacji. Wszystkie dokumenty systematycznie przesylalam: dowód osobisty, umowa o pracę, rachunek za telefon i internet, i umowa kredutowa zawarte 08.08.2025 w celu potwierdzęnia adresu. Cały czas otrzymuje informacje o nieudanej weryfikacji i przesyłanie kolejnych dokumentów. A to już dla mnie robi się niebezpieczne. Co ważne 1 wyplata na 300zl przeszła na moje konto co przekazałam w wyciągu bankowym. Liczę na pomoc.

Zpoważaniem

Weronika N

Dear player, were any of the documents you provided approved? Do you submit documentation directly to your casino account or via support email?

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I will send you the documents by e-mail, thank you

za wyślę dokumenty Pani na maila, dziękuję

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello WeronikaNNN,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Xon Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear Attila,

The user's account was successfully verified on 20 August, and his withdrawal requests totalling PLN 8,150 have already been processed. Just today, he created a withdrawal request for PLN 300, and processing of withdrawal requests on our part can take up to 48 hours.

If you have any questions, we will be happy to help. 

Dear WeronikaNNN,

Can you kindly confirm whether you have successfully received your withdrawals?

Best regards,

Attila G.

Dear WeronikaNNN,

Since we have received confirmation 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