Xon Bet Casino - Player's withdrawal is delayed due to account verification issues.

Hello everyone,

I deposited 149.49€ on 6th March for the first time and requested a withdrawal the same day in the amount of 2.000€.

7th March I was asked for verification documents and uploaded them immediately. All documents were accepted except for proof of adress. I provided further documents on 9th and 12th March. In this casino, everytime you upload New documents you have to wait another minimum of 48h+ for them to get checked. During this time the upload function gets deactivated. Stalling the process on purpose.

In total, I provided them with 20+ documents proving my adress, including bank statements from 4 different banks, letters from state agencies, private health insurance, state health insurance, private liability insurance, phone bill, letters from 3x different magistrate courts, public state university, federal employment agency, district county and more. All documents were within 90 days issued (and any one of these 20+ would be sufficient enough in ANY other casino to prove my adress.)

In addition, German ID, which I provided as well, does contain current adress on it's back.

All proof of adress documents got rejected.

In the meantime, I played a little more and requested a further withdrawal of 2.000€ on 16th Match. My initial withdrawal of 2.000€ from 6th March is still pending. Making it a total of 4.000€ to be paid out. My account is currently wager limited as set by me, so I cannot play anymore as I do not want to play anymore at this place.

I contacted live chat / email several times with no result. Just told to wait. They have nö access to verification and cant tell you why documents got rejected etc.

This is their official list of documents suitable for adress verification:

- a Utility Bill as a proof of address – municipality bill for utility services such as gas, electricity, water, sewerage, etc.

- A government-issued letter relating to tax benefits (tax statement) or a local authority tax bill (e.g. council tax) valid for the current year;

- Home insurance documents;

- Credit agreement;

- Certificate of residence (must be stamped and signed, or at least stamped);

- Bank statement dated within the last 90 days with your name and address on it;

- Fixed line telephone bill;

- Notifications from the police about fines, violations, etc.;

- Letters or invoices from insurance companies;

- Health/social insurance documents;

- If you live in a rented apartment - current rental or lease agreement signed by both parties, not older than 90 days with full name and address on it;

- Any other official letter or document with full name and address on it.

These were provided by me. Often from different institutions as well.

Thank you for your help in advance.

Dear Rattekruemel,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered regarding your account and the verification process.

To better understand and assist you in resolving this issue, could you please clarify a few details?

When you submitted your documents for proving your address, did you receive any specific reasons for the rejection of those documents? If so, could you share the details of those rejections?

Do the documents serving as your proof of address contain all the personal information necessary for the verification of your account? Have you uploaded all the documents in the correct format?

When was the last time you communicated with the casino regarding the verification of your address?

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,

Veronika

Hello and thank you for processing my complaint about xon.bet.

1.) I was told no reason why they would reject all of my proof of adress documents. That is due to live chat having no access to verification. They will only tell you: "Verification team rejected the document, please provide another. I do not know the reason for this."

2.) All documents provided by me included All the details needed, in this case my full name + full adress. I provided the documents in PDF format as asked for.

3.) I communicated with casino today, 17th March with no outcome.