Xon Bet Casino - general discussion (page 4)

New update even they said i dont send the selfies and now i reply them with a step by step screenshot uploading them they cant say i dont upload now, even the documetation are under review they are sending me emails to change my zip code, even when my zip code and full adress are complete and correct. they say i have to change my zip code but my zip code is 4470-334 and i send every documentation that suport that but they denied to me and keep saying me to change... so im laughing asking them what they want?? me to change my zip code to a wrong zip code? that doesnt make sense.. here is proof they asking to change and proof my docs and personal information on the casino are the same.

Update as of day 11:

My verification has now been rejected for the third time.

Once again, the casino claims that I did not upload the selfie with my passport, despite the fact that I uploaded it carefully and correctly. This is now the second time they repeat the exact same claim even though the document was clearly submitted.

Due to the ongoing issues, this time I even documented the entire upload process step by step with screenshots as proof that the documents were successfully uploaded.

At this stage, the entire process has become an absolute nightmare.

Additionally, the casino is now telling me that I should change my ZIP/postal code, even though the ZIP code currently registered on my account is correct and I have official documents that prove it.

I continue to fully cooperate with every request, but I am increasingly concerned that I am being placed into an endless verification loop with repeated generic rejections and constantly changing requirements.

I respectfully request:

- a proper manual review by a competent verification specialist;

- a clear explanation of what exact issue allegedly still exists;

- and fair completion of my account verification and withdrawal process.

Thanks for all this information. I see there’s another issue with the ZIP code, which they say differs from the one on your statements.

In any case, this is apparently more complex, so as I said, we need to let our team handle it and explain it to them. It’s best to do this in a single post without spam messages, because those don’t help at all.

I know it’s unpleasant to be in this situation and to have to wait, but that’s what’s needed from you right now.

Yes i wait but no one from casino guru see my complient and helps me... it looks im on my own... its a shame, but it is what it is. Only thing i have to say about this topic is dont play in this casinos... dont worth it.. they have the same providers like others the only diference is that they don pay you! And publi post here the issue we have it seems it doesnt change nothinh, so i dont encourage you really coming here! Hope everyone can read this before starting to play! But its probabily they have some friendship with this kind of reviews page you know.. doesnt make sense an so low index of ssafety by other hand been promoted by guru casino or Ask gamblers, when you right the name of the casino and only thing you see e unfair verification for delayed payments so... unfortunely they must be working together with the casinos that are in here beeing promoted!!! Stay away guys

We don't promote casinos, but we provide information about them. I don’t think anyone would want to promote a casino with a low safety index.

As for your complaint in the top right corner, when you open it, there’s a timer, so it’s not that no one is addressing your complaint—but with over 1,000 open complaints, there’s no way they’ll get to yours right away when you post something. You have to be patient.

I am providing an urgent update to my complaint. As of today, May 17th, I have been trapped in a KYC Loop for 12 days (since May 5th). The casino is now operating in clear bad faith, using systemic delay tactics to obstruct my payout.

​Specific Breaches to be Addressed:

​False Allegations of Missing Documents: Despite my providing forensic screenshots as proof of every successful upload, the casino (Manager Oliver) continues to claim 'no identity document or selfie was submitted.' This is a direct violation of Article 5.10 of the LOK (National Ordinance on Games of Chance), which mandates that operators maintain auditable and transparent systems.

​Breach of CGA Player Complaint Policy (July 2025): The casino is failing to meet its obligation for 'standard operational resolution' by ignoring my proof of submission and exceeding their own stated 48-hour SLA—now reaching 102 hours under review.

​Pretextual Delays: The casino is using the KYC process not for verification, but as a Systemic Payout Obstruction. They are introducing 'surprise' hurdles and ignoring forensic evidence of my uploads to force me into a risk cycle where I might lose my balance.

​Requested Action from Mediator:

I ask Casino Guru to intervene immediately and demand that the casino:

​Identify why their system is failing to register documents that have forensic proof of upload.

​Complete the verification within 24 hours or provide a specific, non-generic legal reason for each rejection.

​Acknowledge that this delay is a breach of the Green Seal standards effective as of 2026.

I already told you everything important in my previous message. I have nothing more to add.

I understand that your findings and everything else are obviously important, but we have to work through this, and we can’t rush things just because you want us to.

Please be patient.

I dont post here for you rush or priorize my issue.. Im just updating here for other users and future players know what this casino practices are.

Oh okay. 🙂

You said in your post- "I ask Casino Guru to intervene immediately..." so maybe I misunderstood that part.

Anyway, thank you for your update.

Hope it will be behind you soon. 🍀

Hi, after I signed up they didn't ask me for any verification. I made a small win and withdrew without any checks. Then unfortunately I continued playing on this shady site and ended up withdrawing 1100. From there, only problems with tight verifications. Once I verified my account, they started with other problems: the verification is also manual and not just automatic. But today, two weeks after my withdrawal, they only make excuses and always say don't worry. From what I understand, they're waiting for me to gamble the money and I lost the 1100 euro withdrawal after two weeks not even a shadow.

Hi, alright, so that means you’ve already been verified and the casino doesn’t need any additional documents from you. That’s quite an important point in your situation.

Since this has already been going on for around two weeks, it’s good that you have a complaint open with us. That’s exactly what I would have recommended, as we generally give casinos up to 14 days to resolve situations like this.

Feel free to answer my questions or add anything else that might be relevant, and we’ll see where the situation goes.

And definitely don’t play with the money while this is being resolved. Whatever the reason for the delay, there’s no point in putting that balance at risk and potentially losing it before the withdrawal issue is settled.

no it says that it hasn't been verified yet because it says that they automatically verified then they do a manual recheck and say that it is no longer verified anomalous situation they do all this to create problems

It's absurd. After more than two weeks, my account has never been verified. The payment of 1100 is blocked. How can I fix this? There's no communication. They always ask for the same documents, and every upload takes almost 72 hours to complete, and then they reject it.

Ah, okay. If they told you that after the automatic verification they still need to carry out a manual review, I can’t say exactly what’s behind it. Sometimes casinos do this when something needs an additional check or they want to verify certain details more closely.

If the situation continues and the casino doesn’t get back to you, I’ve already mentioned the timeframe we generally give casinos to complete this process. After that, you’ll be able to submit a complaint with us and our team can try to assist you.

Hopefully, though, it gets resolved soon and you won’t need our help at all.

Ten days have already passed. The more in-depth verification always asks me for the same documents that I send but they find strange obstacles. I have sent the ID card 40 times, first blurry, then edges, then format, then they accept it and then they say again that it is not good. I would like to open a complaint because in my opinion they do not want to pay and I repeat for each additional document they take 72 hours to reject them. They do not have an email to receive documentation, nothing, totally absent. Furthermore, they also limited my account by only accepting bets of 1 euro. The truth is, what does it matter when someone wins a little something?

I’m not sure why the casino is doing this. If you’ve already sent several selfies with your ID or other identification documents, they first told you there was a problem, then accepted the document, and now there’s another issue again, I can understand why this is frustrating.

At this point, since you already have a complaint open, the best thing you can do is wait for our complaint team to investigate the situation. I can’t tell you why the casino keeps doing this, whether they’ll continue asking for the same documents, or what explanation they’ll give next.

If your ID was already accepted and the casino has now changed its position and is asking for it again, then they should clearly explain what exactly is wrong and what they still need from you.

So how do I file a complaint? I actually believe it's all their company policies, with the result that in frustration you gamble your money back and lose when you have to pay. Many sites are messy. I've visited many, but some are unplayable. The fact that as of today, 2026, there are sites that still take 72 hours for approval sounds like a long shot.

That’s why I think it’s generally better not to keep trying new casinos all the time, but rather to stick with places where you haven’t had any problems.

As for the complaint, you already have one open with us, so there’s no need to submit another one.

The problem with casinos is that since I've been gambling for years, as soon as I start withdrawing money, they limit my account. For example, they only accept bets of €20.30. However, they wrote to me and said that the numbers on the payment card are hard to see (and it's a bit worn). They say the transaction list is fine, but then they reject it. I don't know why. It's a card linked to my bank account, so my statement is quarterly, and the same thing. It's not good. Now I've asked the bank to replace the card, but it will take 20 days, and it's all absurd with these guys. On the first withdrawal, no documents are required, the site is really strange.