Xon Bet Casino - Pelaajan voitot ovat viivästyneet.

It's been over a month since I won and I still haven't received the deposit. I've sent the requested documents every two days for verification. First, they accept them correctly, and then they request the same documents again to avoid canceling the payment. This casino is unprofessional and not recommended. They only like it when people gamble, and when it's time to pay out, they don't.

Hace mas de un mes que gane y todavia no recibo el deposito y he enviado los documentos solicitados CADA 2 DIAS para su verificacion ...primero los aceptan en forma correcta y luego vuelven a solicitar los mismos documentos para NO cancelar .. CASINO POCO SERIO..NO RECOMENDABLE SOLO LE GUSTA QUE UNO APUESTE Y CUANDO TIENE QUE PAGAR NO LO HACEN...

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.

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

Dear Sir/Madam, I am sending the list of documents requested in the previous email, which have been uploaded to the platform on several occasions.

Today they are asking me for the same thing again.

Identity document

Selfie with document that proves identity

Bank card

Selfie with bank card

Bank statement with my name

Current account statement showing the casino betting deposit credited under my name

Screenshot of the online banking webplay showing my name, the deposit, the date, the time, and my identification number.

Proof of address.

All documents submitted according to the format requirements and instructions, having been previously validated.

I await your prompt reply.

Kind regards,

[Redacted]

Estimado, envío la lista de documentos solicitados en el correo anterior y que han sido subidos a la plataforma en varias ocasiones.

Hoy nuevamente me están solicitando lo mismo.

Documento de identidad

Selfie con documento que acredita la identidad

Tarjeta bancaria

Selfie con tarjeta bancaria

Extracto cuenta bancaria con mi nombre

Cartola de cuenta corriente donde se acredita el deposito de apuesta en el casino con mi nombre

Captura de pantalla webplay de la banca en línea donde se acredita mi nombre, el deposito, la fecha , la hora y en numero de identificación.

Comprobante de domicilio.

Todos los documentos enviados según los requerimientos de formato e indicaciones, siendo estos validados anteriormente.

Quedo a la espera de una pronta respuesta,

Saludos cordiales,

[Redacted]

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 Player,

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

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you please address my previous message?

Thank you in advance for your response.

Along with greetings, I am sending what was requested.

JUNTO CON SALUDAR ENVÍO LO SOLICITADO,

I am also sending the requested documents for verification, which has already been successfully completed.

Envío ademas los documentos solicitados para la verificación que ya fue realizada con exito.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

I appreciate your intervention and timely response.

Kind regards.

Agradezco su intervención y oportuna respuesta.

Saludos cordiales.

Dear fabiola64

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Xon Bet Casino to join this discussion and provide their comments regarding the matter.

Dear Xon Bet Casino,

Could you please review the player's complaint and share your comments on the issues raised? Please clarify the current status of the player’s withdrawals.

May you also confirm:

• The current KYC and account-review status.
• A ledger of all relevant withdrawals, showing amounts, dates, and current or final statuses.
• The reason for the continuing delay and the expected payment schedule.

Any account records or payment confirmations containing personal information may be sent privately to munya.s@casino.guru

Thank you in advance for your cooperation. I look forward to your response.

Thank you, I will await the casino's response.

Kind regards

Gracias estimado quedó atenta a la respuesta del casino.

Saludos cordiales

Dear Munya,

We would like to inform you that the account was successfully verified on 6 July 2026.

The withdrawals have been processed as follows:

• 7 July 2026 – total of €500, currently showing as Success on our end.
• 20 July 2026 – total of €1,200, currently showing as Success on our end.
• 11 August 2026 – €400, currently showing as Success on our end.
• 11 August 2026 – total of €1,200, currently showing as In Process on our end and expected to be processed today.

The next withdrawals are scheduled to be processed between 18 and 21 August 2026.

Kind regards,

Xon Bet Team

Dear Sir/Madam, thank you for your assistance and I hope that the dates will be met as you informed me, since the casino indicated that the agreed payment would be made on July 27th.

Kind regards,

Estimado, agradeciendo su gestión y esperando que las fechas se cumplan de acuerdo a lo informado por usted ya que el casino me indico que el 27 de julio se pagaría lo pactado.

Saludos cordiales,

Xon Bet Casino

Thank you very much for the update. Your cooperation and assistance in this matter is greatly appreciated. I am looking forward to the resolution of this matter.

fabiola64

I will keep the complaint open until you confirm receipt of all your funds. Kindly keep me updated.

Dear Sir/Madam, thank you for your assistance... I will keep you informed of the progress and compliance with the indicated dates for the withdrawal of my funds.

Kind regards.

Estimado gracias por su gestión...lo mantendré informado del avance y cumplimiento de las fechas indicadas del retiro de mis fondos .

Saludos cordiales.

I am still waiting for the dates indicated for the withdrawals.

Kind regards

Sigo a la espera de las fechas indicadas para los retiros.

Saludos cordiales

fabiola64

I am leaving the timer set for you to respond so that you give an update when we get to those dates. Do not feel compelled to respond before the passing of those dates.

Dear Sir/Madam, thank you very much for the clarification.

Kind regards.

Estimado muchas gracias por la aclaración.

Saludos cordiales.

Dear fabiola64,

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.

Good morning, I'm informing you that only part of the total amount requested was cancelled... therefore, I am still waiting for the rest of the money... I wrote to you and they told me the same thing as always... like a robot... always the same...

I am awaiting the cancellation of my earnings.

Kind regards

Buenos días información a usted que se canceló solo una parte del total de lo solicitado ..por lo tanto todavía quedó a la espera del resto del dinero..yo le escribí y me dijeron lo.mismonde siempre...cómo es un robot ..siempre lo mismo ..

Quedó a la espera de la cancelación de mi ganancias.

Saludos cordiales

Xon Bet Casino

Kindly provide an update on the status of the player's withdrawal requests now that the dates you gave have passed?

Dear Munya,

We would like to confirm that the outstanding withdrawal has been successfully processed on our side on 26 Aug.

Kind regards,

Xon Bet Team

Xon Bet Casino

Thank you for the update. I remain optimistic that this development will bring a resolution to the matter at hand.

fabiola64

Could you please provide an update once the funds have reached your account? Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear fabiola64,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Munya