Xon Bet Casino - Pelaajan tilin vahvistus on viivästynyt.

I've been working on my verification since May now without results, I've done exactly as they asked for valid proof of address, account details, bank card pictures, proof of address, yes, everything, but then I send it off and they take 48 hours then I get back that they haven't been verified, this has been going on and I've been struggling with this since May / June, and I don't get my money either, it hurts, because I have to verify my account first before withdrawals can be made, but I've deposited a few thousand but have never been able to withdraw anything. How should I proceed?? Please help me!

Har hållit på med min varifiering sen maj nu utan resultat, har gjort precis som dom bett om gällande adressbevis kontodetaljer, bankkorts bilder, adress bevis ja precis allt, men sen skickar jag iväg det och de tar 48 timmar sen får ja tillbaka att de inte varifierats, detta har pågått och jag har kämpat med detta sen maj / juni, och mina pengar får jag inte heller värker det som, eftersom jag måste varifiera mitt konto först innan uttag kan göras, men jag har satt in några tusen men aldrig kunnat ta ut något. hur ska jag gå till väga?? Snälla hjälp mig!

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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.

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Hello,

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

I have sent proof of address both in pdf format my electricity bill for 3 months ago and a card on my ATM card that they asked for with the numbers except the last four sofas covered. Also bank statements from the month of May until this date. Sent this in the day before yesterday. Yours sincerely [Redacted]

Jag har skickat in adressbevis både i pdf format min elräkning för 3 månader tillbaka samt ett kort på mitt bankomatkort som dom bad om med siffrorna utom dom fyra sista sofforna täckta. Även kontoutdrag f ån maj månad fram tills detta datum. Skickade in detta i förrgår. Mvh [Redacted]

Hello Alma89,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear Alma89,

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