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Since March 2nd, I have been waiting for the payout of my winnings totaling €26,600. An initial test payout of €150 has already been successfully processed, proving that my account has been accepted in principle.

Since then, I've been given the runaround regarding the remaining amount (currently €5,000 requested). Today, March 14th, I received another email from a manager named Julie, claiming that verification takes 48 hours. These 48 hours have already passed several times since March 2nd.

This is clearly a deliberate stalling tactic to prevent the disbursement of a large sum of money. I have submitted all the necessary documents and demand immediate processing and payment of the full €26,600.

​Seit dem 02.03. warte ich auf die Auszahlung meiner Gewinne von insgesamt 26.600 Euro. Eine erste Test-Auszahlung von 150 Euro wurde bereits erfolgreich durchgeführt, was beweist, dass mein Konto grundsätzlich akzeptiert wurde.

​Seitdem werde ich für die restliche Summe (aktuell 5.000 Euro beantragt) nur noch hingehalten. Ich habe heute am 14.03. erneut eine E-Mail von einer Managerin namens Julie erhalten, die behauptet, die Verifizierung dauere 48 Stunden. Diese 48 Stunden sind seit dem 02.03. bereits mehrfach verstrichen.

​Es handelt sich hier offensichtlich um eine bewusste Hinhaltetaktik, um die Auszahlung einer hohen Summe zu verhindern. Ich habe alle Dokumente eingereicht und fordere die sofortige Bearbeitung und Auszahlung der gesamten 26.600 Euro.

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.

Dear Mario1401,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The casino has rejected my documents again and is demanding verification for the fourth time. This is completely unjustified, as the exact same documents were already required for an initial withdrawal of €120. The € were accepted. My account was therefore already verified. This is clearly a delaying tactic to prevent the payout of the remaining €26,600. I ask the CasinoGuru team to take this behavior into account when evaluating the case.

Das Casino hat meine Dokumente nun erneut abgelehnt und verlangt zum vierten Mal eine Verifizierung. Dies ist völlig unbegründet, da exakt dieselben Dokumente bereits für eine erste Auszahlung von 120€ akzeptiert wurden. Mein Konto war also bereits verifiziert. Es handelt sich hierbei offensichtlich um eine reine Hinhaltetaktik, um die Auszahlung der verbleibenden 26.600 € zu verhindern. Ich bitte das CasinoGuru-Team, dieses Verhalten in der Bewertung des Falls zu berücksichtigen

Dear Mario1401,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Reply to CasinoGuru:

"Hello Karla, no, unfortunately the problem is absolutely not resolved. On the contrary: The casino rejected my documents again today, even though my account was already successfully verified for an initial withdrawal (€120). There is no progress; the withdrawal of €26,600 continues to be blocked without any comprehensible reason. I therefore urge you to officially contact the casino now and request an explanation."

​Antwort an CasinoGuru:

​"Hallo Karla, nein, das Problem ist leider absolut nicht gelöst. Im Gegenteil: Das Casino hat meine Dokumente heute zum wiederholten Male abgelehnt, obwohl mein Konto bereits für eine erste Auszahlung (120€) erfolgreich verifiziert war. Es gibt keine Fortschritte, die Auszahlung der 26.600 € wird weiterhin ohne nachvollziehbaren Grund blockiert. Ich bitte Sie daher dringend, das Casino jetzt offiziell zu kontaktieren und um eine Stellungnahme zu bitten."

"Hello Karla, no, the problem is absolutely not solved. On the contrary: the casino has rejected my documents again. I am still waiting for the payout of €26,600. Please contact the casino, as my evidence (€120 Revolut payment) is clear. I need your help to move forward with this."

​"Hallo Karla, nein, das Problem ist absolut nicht gelöst. Im Gegenteil: Das Casino hat meine Dokumente erneut abgelehnt. Ich warte weiterhin auf die Auszahlung von 26.600 €. Bitte setzen Sie sich mit dem Casino in Verbindung, da meine Beweise (120 € Revolut-Zahlung) eindeutig sind. Ich brauche Ihre Hilfe, um hier weiterzukommen."

"Hello Karla,

I've looked at the casino's email again carefully. In this email (points 1 and 2), the casino lists my exact card number (Revolut) and my complete IBAN (LT...).

This proves two things:

The casino already has all my data in its system.

They have already paid me €120 based on exactly this data.

It is therefore completely illogical that my documents are suddenly no longer sufficient for the €26,600. This is a pure delaying tactic. I urge you to confront the casino directly with this contradiction: Why is the same information good enough for €120, but supposedly not verified for €26,600?

Thank you so much for your help!

​"Hallo Karla,

​ich habe mir die Mail des Casinos noch einmal genau angesehen. In dieser Mail (Punkt 1 und 2) listet das Casino meine exakte Kartennummer (Revolut) und meine vollständige IBAN (LT...) auf.

​Das beweist zwei Dinge:

​Das Casino hat meine Daten bereits vollständig im System.

​Sie haben mir auf genau diese Daten bereits 120 € ausgezahlt.

​Es ist also völlig unlogisch, dass meine Dokumente für die 26.600 € jetzt plötzlich nicht mehr ausreichen sollen. Das ist eine reine Verzögerungstaktik. Ich bitte Sie, das Casino direkt mit diesem Widerspruch zu konfrontieren: Warum sind dieselben Daten für 120 € gut genug, aber für 26.600 € angeblich nicht verifiziert?

​Vielen Dank für Ihre Hilfe!"

Dear Mario1401, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

"Hello Karla, thank you for your feedback. I have just provided the requested answers and sent you all the evidence (emails from the casino confirming my IBAN/card details, as well as proof of the €120 withdrawal already processed) directly via email to karla.m@casino.guru sent.

For your information: No active bonus was used (the bonus was fully wagered) and only casino games were played. I am now awaiting your review.

"Hallo Karla, vielen Dank für die Rückmeldung. Ich habe die geforderten Antworten soeben gegeben und Ihnen alle Beweise (E-Mails vom Casino mit Bestätigung meiner IBAN/Karte sowie den Beleg über die bereits erfolgte 120 € Auszahlung) direkt per E-Mail an karla.m@casino.guru geschickt.

​Zur Info: Es wurde kein aktiver Bonus genutzt (Bonus wurde komplett ausgespielt) und es wurden nur Casinospiele gespielt. Ich warte nun auf Ihre Prüfung."

Dear Mario1401,

Thank you for your update and for providing all the supporting documents.

To better understand your situation, I would like to clarify a couple of points:

Could you please confirm whether the bonus you mentioned has been fully completed and all wagering requirements have been met?

Also, could you specify how much of your total winnings has already been successfully processed and paid out to you so far?

Thank you very much in advance for your reply. I look forward to your clarification so we can proceed further with your case.

Karla

"Hello Karla, thank you very much for your quick reply on Monday morning. Here are the details regarding your questions:"

Bonus: Yes, I hereby confirm that the bonus has been fully credited and that I have fulfilled all wagering requirements 100%. At the time of winning, the bonus had already been completely converted into real money. I have not violated any bonus rules.

Amount already paid out: So far, only €120 has been successfully processed and paid out to me (to my card ...8857 / IBAN ...4425). The entire remaining amount of €26,600 is blocked by the casino, citing allegedly missing verification, even though the €120 has already been transferred using the same method.

I hope this information helps you to now complain directly to the casino about the case.

„Hallo Karla, vielen Dank für die schnelle Rückmeldung am Montagmorgen. Hier sind die Details zu Ihren Fragen:

​Bonus: Ja, ich bestätige hiermit, dass der Bonus vollständig gutgeschrieben wurde und ich alle Umsatzbedingungen zu 100 % erfüllt habe. Zum Zeitpunkt des Gewinns war der Bonus bereits komplett in Echtgeld umgewandelt. Ich habe gegen keine Bonusregeln verstoßen.

​Bereits ausgezahlter Betrag: Bisher wurden lediglich 120 € erfolgreich bearbeitet und an mich ausgezahlt (auf meine Karte ...8857 / IBAN ...4425). Der gesamte Restbetrag von 26.600 € wird vom Casino mit Verweis auf die angeblich fehlende Verifizierung blockiert, obwohl die 120 € bereits über dieselbe Methode fließen konnten.

​Ich hoffe, diese Informationen helfen Ihnen, den Fall nun direkt beim Casino zu beanstanden."

"Hello Karla,

I just wanted to give you an important update: The casino sent me the exact same standard email again today with the absurd demands (police letters, etc.).

This proves to me that they are simply ignoring my previous submissions and the fact that they have already paid me €150. They are sending me the same text for the second time to buy time.

I have attached screenshots of today's email so you can see that nothing is happening.

Best regards,

Mario

​„Hallo Karla,

​ich wollte Ihnen nur ein wichtiges Update geben: Das Casino hat mir heute exakt dieselbe Standard-E-Mail mit den absurden Forderungen (Polizeibriefe etc.) noch einmal geschickt.

​Das beweist für mich, dass sie meine bisherigen Einsendungen und die Tatsache, dass sie mir bereits 150 € ausgezahlt haben, einfach ignorieren. Sie schicken mir zum zweiten Mal denselben Text, um Zeit zu schinden.

​Ich habe Ihnen die Screenshots der heutigen Mail angehängt, damit Sie sehen, dass sich nichts bewegt.

​Beste Grüße,

Mario

Dear Mario1401,

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,Lucka, lucia.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,

Karla Mayfly

Hello Mario1401,

My name is Lucia 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,

Lucia

Dear Lucia,

The user's documents were last checked on March 16, and they have not uploaded any new documents since then.

The user has been asked to provide the following documents:

- A selfie with an ID document – we ask the user to take a selfie with their ID document to ensure the photo is clear and all information is legible; we also ask that the document not cover the user's face

- Proof of address - we ask to provide an official document issued no more than 3 months ago that includes your first name, last name, and residential address. It is important to note that the residential address cannot be verified using the same document used to verify the user's identity or payment method.

- Document to verify the bank card payment method - We ask the user to upload a photo of the bank card or a PDF account statement showing the card number and the cardholder’s first and last name on the same page. In this user’s case, this information was on two different pages, so the document was rejected. 

- Document to verify the bank account: We ask the user to upload a screenshot from their online banking system or a bank statement. We need to see the user's account number and the account holder's name. 

We ask the user to upload all of the above documents to the verification window, and we will review them as soon as possible.

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

"Hello Lucia,

As announced, I have just re-uploaded the documents requested by the casino (selfie, proof of address and bank confirmation with name and IBAN on one page).

The casino has now indicated a processing time of 24-48 hours (see attached screenshot). Since the casino claimed in its message that I haven't submitted anything since March 16th, I would like to clarify that I consider any further delays to be pure harassment.

I have fulfilled all the conditions and am now waiting for confirmation and payment of my real money winnings.

​"Hallo Lucia,

​wie angekündigt habe ich die vom Casino geforderten Dokumente (Selfie, Adressnachweis und die Bankbestätigung mit Name und IBAN auf einer Seite) soeben erneut hochgeladen.

​Das Casino hat mir nun eine Bearbeitungszeit von 24-48 Stunden angezeigt (siehe beigefügten Screenshot). Da das Casino in seiner Nachricht behauptet hat, ich hätte seit dem 16. März nichts mehr eingereicht, möchte ich hiermit klarstellen, dass ich ab jetzt jede weitere Verzögerung als reine Schikane betrachte.

​Ich habe alle Bedingungen erfüllt und warte nun auf die Bestätigung und die Auszahlung meines Echtgeld-Gewinns."

Dear parties,

thank you both for updating us on the matter. Please let us know when any new developments arise.

"Hi Lucia, just a quick update: The casino sent me another rejection of my documents today (within your 7-day period), without giving a reason. I've attached a screenshot of today's email. It's obvious they don't intend to resolve the issue, but are just continuing to harass me."

​"Hallo Lucia, nur ein kurzes Update: Das Casino hat mir heute (innerhalb Ihrer 7-Tage-Frist) bereits wieder eine Ablehnung der Dokumente geschickt, ohne einen Grund zu nennen. Ich hänge den Screenshot der heutigen Mail an. Es ist offensichtlich, dass sie nicht vorhaben, das Problem zu lösen, sondern mich nur weiter schikanieren."

Dear Lucia,

Please note that the user's documents were rejected because they did not meet the requirements.

- Proof of address document - incorrect document type; the user uploaded a printed document from Revolut, which cannot be accepted. We ask the user to provide a document from the list (our support team sent the user this list)

- Document to verify the bank card payment method - the name and card number are on different sides. We ask the user to upload the PDF account statement showing the card number and the cardholder’s first and last name on the same page. This statement should also show a deposit made to our website on February 27 in the amount of 20 euros. 

-Document to verify the bank account: The document was rejected because the user provided us with a copy. We ask the user to upload the original document

"Hello Lucia,

I am writing to update you on the current status of your complaint. I have just sent you all the requested documents privately via email (ID card, current Revolut account confirmation, and Freenet bill).

Very important: I also sent you proof in the email that the casino's demand for proof of a €20 transaction from February 27, 2026, is completely fabricated. My official bank statement for that day proves that this transaction never occurred.

These are standardized, legally valid documents that are readily accepted by any reputable provider and bank for identity verification (KYC). The fact that this casino rejects them and instead invents fictitious transactions clearly demonstrates their fraudulent intent to withhold my €26,600.

Please check my email containing the evidence.

"Hallo Lucia,

​ich beziehe mich auf den aktuellen Status der Beschwerde. Ich habe Ihnen soeben alle geforderten Dokumente privat per E-Mail geschickt (Personalausweis, aktuelle Revolut-Kontobestätigung und Freenet-Rechnung).

​Ganz wichtig: Ich habe Ihnen in der E-Mail auch den Beweis geschickt, dass die Forderung des Casinos nach einem Nachweis über 20 € vom 27.02.2026 völlig erfunden ist. Mein offizieller Kontoauszug für diesen Tag beweist, dass es diese Transaktion nie gegeben hat.

​Es handelt sich um standardisierte, rechtskräftige Dokumente, die bei jedem seriösen Anbieter und jeder Bank problemlos zur Identitätsprüfung (KYC) anerkannt werden. Dass dieses Casino sie trotzdem ablehnt und stattdessen fiktive Transaktionen erfindet, zeigt eindeutig die betrügerische Absicht, meine 26.600 € einzubehalten.

​Bitte prüfen Sie meine E-Mail mit den Beweisen."

Dear Mario1401,

I sent you an email. Please check your inbox.

Thank you.

"Hello Lucia, thank you for your message. I have just replied to you in detail by email and attached all the requested documents as original PDF files (including the Freenet invoice). Furthermore, I clarified in the email that the deposit claimed by the casino on February 27th demonstrably never took place. Please check your inbox."

​"Hallo Lucia, vielen Dank für die Nachricht. Ich habe Ihnen soeben ausführlich per E-Mail geantwortet und alle geforderten Dokumente als Original-PDF-Dateien (einschließlich der Freenet-Rechnung) angehängt. Zudem habe ich in der Mail klargestellt, dass die vom Casino behauptete Einzahlung vom 27.02. nachweislich nie stattgefunden hat. Bitte prüfen Sie Ihren Posteingang.

Dear Xon Bet Casino,

I sent you an email. Please check your inbox.

Thank you.

Dear Lucia,

The reply to your email has been sent. Please check. Thank you

Dear Mario1401,

I wanted to provide you with an update regarding the recent response we received from the casino.

The casino has confirmed that all requested documents need to be uploaded directly through their platform to facilitate the verification process.

For further details, please refer to the email I sent you. Kindly check your inbox at your earliest convenience. Thank you for your attention to this matter.

I tried to re-upload the documents, but the system confirmed they were already on file. The casino's claim regarding a €20 deposit is completely fabricated – my bank statements prove otherwise. I have now been waiting for over a month for my rightful winnings.

Ich habe versucht, die Dokumente erneut hochzuladen, aber das System bestätigt, dass sie bereits vorliegen. Die Behauptung des Casinos bezüglich einer 20 € Einzahlung ist absolut erfunden – meine Bankbelege beweisen das Gegenteil. Ich warte nun seit über einem Monat auf meine rechtmäßigen Gewinne

Dear Xon Bet Casino Team,

I would greatly appreciate it if you could provide clarification regarding the current status of the verification process for the player. Additionally, could you please inform us whether any documents are currently being validated, as the player is unable to upload new documents at this time?

Dear Lucia,

Now, the user can upload the requested documents. We are kindly waiting for it.

"That's a blatant lie. I've already uploaded the requested documents (Revolut statement and Freenet bill). My account status even shows the message: 'The same file has already been uploaded'."

At the same time, the casino is sending me new demands via email, claiming the PDFs aren't sufficient, while here in the forum they're pretending they're just waiting for the upload. This is a deliberate delaying tactic to prevent the payout of €26,600. Lucia, I've already forwarded all the evidence and the casino's contradictory emails to you.

"Das ist eine glatte Lüge. Ich habe die geforderten Dokumente (Revolut-Auszug und Freenet-Rechnung) bereits hochgeladen. Mein Account Status zeigt sogar die Meldung: 'Die gleiche Datei wurde bereits hochgeladen'.

​Gleichzeitig schickt mir das Casino per E-Mail neue Forderungen und behauptet, die PDFs würden nicht ausreichen, während sie hier im Forum so tun, als würden sie nur auf den Upload warten. Das ist eine bewusste Verzögerungstaktik, um die Auszahlung von 26.600 € zu verhindern. Lucia, ich habe dir alle Beweise und die widersprüchlichen E-Mails des Casinos bereits per Mail weitergeleitet."

Dear Xon Bet Casino Team,

We kindly ask you to provide an update regarding the current status of the player’s verification.

Could you please confirm whether you have received the Revolut statement and the Freenet bill, as mentioned by the player? Additionally, we would appreciate it if you could clarify whether there are any issues with these documents.

If there are specific concerns or reasons why the submitted documents may not be sufficient, please provide detailed information so that the player can clearly understand what is required and avoid any further confusion.

At the moment, there appears to be a miscommunication between all parties involved, and your clarification would greatly help in resolving the matter efficiently.

Thank you in advance for your cooperation.

Hello Lucia, hello Xon Bet Team,

I would like to briefly comment on the current situation. I have now been waiting for over 45 days for my rightful payout of €26,600. Despite Lucia's clear request on Monday, the casino continues to ignore the facts and let the timer expire again without any response.

I would like to emphasize that I submitted all documents (Revolut confirmation, Freenet invoice as PDF, etc.) multiple times and in the best possible quality. Since the casino is apparently stalling, I am already preparing an official complaint to the GCB (Gaming Control Board Curacao) in case of further delays after this timer expires.

I have complete confidence in Lucia's work, but my patience has run out. I will not agree to any further extensions if the casino lets these 7 days pass unused again. I now expect a final decision.

Hallo Lucia, hallo Xon Bet Team,

​ich möchte mich kurz zum aktuellen Stand äußern. Ich warte nun seit über 45 Tagen auf meine rechtmäßige Auszahlung von 26.600 €. Trotz Lucias klarer Aufforderung vom Montag ignoriert das Casino weiterhin die Tatsachen und lässt den Timer erneut ohne Reaktion verstreichen.

​Ich möchte betonen, dass ich alle Dokumente (Revolut-Bestätigung, Freenet-Rechnung als PDF etc.) mehrfach und in bester Qualität eingereicht habe. Da das Casino offenbar auf Zeit spielt, bereite ich für den Fall einer weiteren Verzögerung nach Ablauf dieses Timers bereits die offizielle Beschwerde bei der GCB (Gaming Control Board Curacao) vor.

​Ich habe volles Vertrauen in Lucias Arbeit, aber meine Geduld ist am Ende. Ich werde keiner weiteren Fristverlängerung zustimmen, sollte das Casino diese 7 Tage erneut ungenutzt verstreichen lassen. Ich erwarte jetzt eine endgültige Entscheidung.

Dear Lucia,

Documents issued by fintech institutions are not considered sufficiently reliable, as they often fail to confirm the actual place of residence.

Not all financial institutions apply the same standards of client data verification. In the case of certain digital banks, variations in identification procedures may affect the reliability of the information provided, particularly with regard to residential addresses. Furthermore, documents issued by such institutions are frequently in electronic form and can be easily modified, which raises concerns about their authenticity.

The customer has also submitted a mobile service bill, which is likewise not regarded as a reliable proof of residence. In addition, this document is provided in electronic format. As an alternative, the customer may submit a landline telephone bill, as such services are typically tied directly to a fixed address.

We do not restrict the customer from completing the verification process; however, we require the submission of documents that meet the established criteria. Acceptable proof of residence should ideally consist of documents delivered to the declared address. Utility bills, tax statements, or official correspondence include a physical delivery address and are considered the most reliable forms of address verification.

Best regards,

Xon Bet Team

"I now have the official government-issued proof of address (notice dated April 13, 2026). Since it contains private data, I have redacted sensitive information such as bank account details and amounts – however, my name and address are clearly legible. I am now uploading the document here privately."

I'm reminding the casino once again: You have already successfully paid out to my Revolut account. The address is now confirmed. There are no more excuses. Please process the payment to my Revolut account.

​"Ich habe den offiziellen staatlichen Adressnachweis (Bescheid vom 13.04.2026) jetzt vorliegen. Da er private Daten enthält, habe ich sensible Informationen wie Kontoverbindung und Beträge geschwärzt – mein Name und die Adresse sind aber klar lesbar. Ich lade das Dokument jetzt hier privat hoch.

​Ich erinnere das Casino nochmals daran: Ihr habt bereits erfolgreich auf mein Revolut-Konto ausgezahlt. Die Adresse ist nun bestätigt. Es gibt keine Ausreden mehr. Bitte veranlassen Sie die Auszahlung auf mein Revolut-Konto."

Dear Xon Bet Casino Team,

Could you please inform us whether the recently submitted document is sufficient to complete the verification process? Thank you for your assistance.

"Hello Lucia, thank you for the update. However, I ask for your understanding: I have been waiting for over a month for €26,600. The uploaded notification is dated April 13, 2026, and is an official government document. I cannot understand why the casino is given another 7 days for this. I expect that my address is now finally confirmed and the payout will finally be processed."

"Hallo Lucia, danke für das Update. Aber ich bitte um Verständnis: Ich warte seit über einem Monat auf 26.600 €. Der hochgeladene Bescheid ist vom 13.04.2026 und ein offizielles staatliches Dokument. Ich kann nicht verstehen, warum das Casino hierfür wieder 7 Tage Zeit bekommt. Ich erwarte, dass meine Adresse damit nun final bestätigt ist und die Auszahlung endlich bearbeitet wird.

Dear Mario1401,

I fully understand your frustration and concerns, especially given the time that has already passed.

Please allow me to clarify that the 7-day timeframe is part of Casino Guru’s standard policy. It is designed to ensure that all involved parties are given equal time to review the case, gather the necessary information, and provide a comprehensive response. In some cases, this period may be extended to 14 days if additional time is required.

This approach helps us maintain a fair and transparent process for everyone involved. We appreciate your patience and understanding while we work toward resolving your case.

Dear Lucia,

Please note that we can not accept edited documents and screenshots.

We kindly ask the customer to upload one of the following documents to our platform:

Please upload:

— Document confirming your address – Upload an official document that is no more than 3 months old and shows your name and residential address.

List of acceptable documents for address verification:

Utility bill – A utility bill from your local authority for services such as gas, electricity, water, sewage, etc.;

A government-issued letter regarding tax benefits (tax assessment) or a local tax bill (e.g., municipal tax) valid for the current year;

Home insurance documents;

TV bills;

Loan agreement;

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

Bank statement no more than 90 days old, showing your name and address;

Landline telephone bill;

Police notices regarding fines, violations, etc.;

Letters or invoices from insurance companies;

Internet bills;

Health/social security documents;

If you live in rented accommodation – current lease agreement signed by both parties, no more than 90 days old, and showing your full name and address;

Please note that we only accept original photos or original PDF files of documents. We regret that we cannot accept scanned documents.

"Hello Lucia,

I've finally had enough of this charade. I've submitted all the required documents – my ID, proof of payment, and official address verification – multiple times as original photos. I'm adhering precisely to the casino's list of accepted documents, yet every submission is rejected with generic, standard excuses.

What I absolutely cannot understand is this: The casino has already successfully processed a payout to me. At that point, my account was clearly sufficiently verified. The fact that now, when a larger sum (€26,600) is involved, every single document is suddenly being questioned is pure harassment.

This is no longer a regular process, but a deliberate obstruction. I have fulfilled my duty to cooperate 100%. Lucia, I expect decisive action from you now. Please demand that the casino stop these games, or mark this case as unresolved. I'm not going to put up with this back and forth any longer.

​"Hallo Lucia,

​ich habe nun endgültig genug von diesem Theater. Ich habe alle geforderten Dokumente – meinen Ausweis, meine Zahlungswege und offizielle Adressnachweise – mehrfach als Original-Fotos eingereicht. Ich halte mich exakt an die Liste der erlaubten Dokumente des Casinos, doch jede Einreichung wird mit pauschalen Standard-Ausreden abgelehnt.

​Was ich absolut nicht nachvollziehen kann: Das Casino hat bereits eine Auszahlung an mich erfolgreich getätigt. Zu diesem Zeitpunkt war mein Konto also offensichtlich ausreichend verifiziert. Dass jetzt, wo es um eine größere Summe (26.600 €) geht, plötzlich jedes Dokument angezweifelt wird, ist reine Schikane.

​Das ist kein regulärer Prozess mehr, sondern eine bewusste Blockade. Ich habe meine Mitwirkungspflicht zu 100 % erfüllt. Lucia, ich erwarte von Ihnen jetzt ein klares Eingreifen. Bitte fordern Sie das Casino auf, die Spielchen zu beenden, oder markieren Sie diesen Fall als ungelöst. Ich mache dieses Hin und Her nicht mehr mit."

Dear Xon Bet Casino Team,

We would like you to kindly clarify whether a letter issued by the Jobcenter Elbe-Elster would be accepted as a valid proof of address, provided that the player submits the original, unedited document.

As this document is issued by a government authority, it clearly displays the recipient’s full name, current residential address, and the official details of the issuing institution. Based on the document requirements outlined in your verification guidelines (particularly the acceptance of government-issued correspondence) we believe that such a letter should meet the necessary criteria for proof of address.

Could you please confirm whether this type of document would be acceptable for verification purposes?

Thank you very much for your time and assistance. I look forward to your clarification.

Dear Lucia,

We kindly ask the customer to upload the original version of this document, and we will review whether it meets our requirements.

Also, we would like to highlight that we are still waiting for the user to provide POP (proof of payment).

Best regards,

Xon Bet Team

"Hello Lucia,

I greatly appreciate your help in this lengthy process. However, I must inform you today that the casino has once again rejected everything.

I'm at my wit's end, feeling harassed by the casino. I've now submitted the approval notice in all available formats: as an original PDF and as a photo. Furthermore, my bank details, even with an official timestamp, were once again rejected.

Since I have successfully received payouts from this casino in the past, I don't understand why all verification is now blocked at €26,600. I simply don't know what else to send, as there are no other documents.

"Please, Lucia, can you make the casino understand that I have fulfilled all my obligations? I am really hoping for your support to finally end this month of uncertainty."

​"Hallo Lucia,

​ich schätze deine Hilfe in diesem langwierigen Prozess sehr. Aber ich muss heute mitteilen, dass das Casino erneut alles abgelehnt hat.

​Ich bin nervlich wirklich am Ende, da ich mich vom Casino schikaniert fühle. Ich habe den Bewilligungsbescheid nun in allen existierenden Formaten eingereicht: als Original-PDF und als Foto. Zudem wurde meine Bankverbindung mit offiziellem Zeitstempel erneut nicht akzeptiert.

​Da ich bereits in der Vergangenheit erfolgreich Auszahlungen von diesem Casino erhalten habe, verstehe ich nicht, warum nun bei 26.600 € jede Verifizierung blockiert wird. Ich weiß einfach nicht mehr, was ich noch schicken soll, da es keine anderen Dokumente gibt.

​Bitte, Lucia, kannst du dem Casino klarmachen, dass ich alle Pflichten erfüllt habe? Ich hoffe sehr auf deine Unterstützung, um diesen Monat der Ungewissheit endlich zu beenden."

Dear Xon Bet Casino Team,

Could you please clarify what issues, if any, were identified with the latest documents submitted by the player? A more detailed explanation would be greatly appreciated, as it would help the player better understand what exactly may be missing or incorrect.

In particular, the letter issued by the Jobcenter Elbe-Elster appears to be an official document from a government authority. It clearly displays the recipient’s full name, current residential address, as well as the details of the issuing institution. From our perspective, this should be sufficient for proof of address verification.

At this stage, it seems we may be at an impasse, and your clarification would greatly assist us in moving forward and identifying where the issue lies.

Thank you in advance for your cooperation.

Dear Mario1401,

Could you please send all the unedited documents you submitted to the casino to me at lucia.s@casino.guru?

Thank you in advance for your cooperation.

"Hello Lucia, thank you so much for your message. I have just sent you all the requested documents (approval notice, bank statement and deposit slip) unredacted via email. Best regards!"

"Hallo Lucia, vielen Dank für deine Nachricht. Ich habe dir soeben alle geforderten Dokumente (Bewilligungsbescheid, Kontobestätigung und Einzahlungsbeleg) ungeschwärzt per E-Mail zugeschickt. Viele Grüße!"

"Hello Lucia,

Here's a quick update: I received automatic rejections from the casino again today (April 24th), even though I haven't uploaded anything to the casino portal since my email to you.

This confirms my suspicion that the casino's system rejects documents across the board without actually checking them. I'm glad you now have the original PDFs directly, as verification via the casino's website obviously doesn't work.

I have attached screenshots of today's emails.

​"Hallo Lucia,

​hier ein kurzes Update: Ich habe heute (24.04.) erneut automatische Ablehnungen vom Casino erhalten, obwohl ich seit meiner E-Mail an dich nichts mehr im Casino-Portal hochgeladen habe.

​Dies bestätigt meine Vermutung, dass das System des Casinos Dokumente pauschal ablehnt, ohne sie wirklich zu prüfen. Ich bin froh, dass dir die Original-PDFs nun direkt vorliegen, da eine Verifizierung über die Webseite des Casinos offensichtlich nicht funktioniert.

​Ich habe die Screenshots der heutigen Mails beigefügt."

"Hello Lucia,

Here's proof of the harassment: Support rejects my job center notification as proof of address, even though it's permitted according to their own list (see screenshot). Furthermore, they're demanding documents that I've already uploaded.

I won't submit anything else there, as I've already sent you all the originals by email. Please take a look at this appeal.

„Hallo Lucia,

​hier der Beweis für die Schikane: Der Support lehnt meinen Jobcenter-Bescheid als Adressnachweis ab, obwohl er laut ihrer eigenen Liste (siehe Screenshot) erlaubt ist. Zudem fordern sie Dokumente, die ich längst hochgeladen habe.

​Ich werde dort nichts mehr einreichen, da ich dir bereits alle Originale per E-Mail geschickt habe. Bitte schau dir diesen Widerspruch an."

Dear Mario1401,

Thank you for your update.

I understand that the process has been frustrating, especially after submitting multiple documents. However, we kindly advise you to provide the casino with any documents from their list of approved options that you are able to submit, at least until we receive more detailed information from the casino regarding why the submitted documents were deemed invalid.

Please note that at Casino Guru, we request documents solely for the purpose of reviewing them and assessing whether they should reasonably be accepted. As we are not a legal or gaming authority, we do not have the power to enforce our opinion on the casino. Our role is to identify the issue and offer guidance to both parties on possible steps toward resolution.

Additionally, as previously mentioned by the casino, we are unable to submit documents on your behalf. All documents must be submitted directly by you. For this reason, providing documents to us alone will not help resolve the complaint if you choose not to cooperate with the casino’s verification process.

If possible, submitting alternative approved documents may significantly help move the case forward.

Thank you for your understanding and cooperation.

Hello Lucia,

I have read your message and have just uploaded the documents (Jobcenter notification as original PDF and proof of address) again directly to the casino portal.

However, I would like to emphasize that the casino has already received these documents multiple times and rejected them without justification. Since you now also have the PDFs via email for review, my cooperation is fully documented. I now expect the casino to finally complete the verification of my €26,600.

Thank you very much.

Hallo Lucia,

​ich habe deine Nachricht gelesen und soeben die Dokumente (Jobcenter-Bescheid als Original-PDF und Adressnachweis) nochmals direkt im Casino-Portal hochgeladen.

​Ich möchte jedoch betonen: Das Casino hat diese Unterlagen bereits mehrfach erhalten und nur grundlos abgelehnt. Da du die PDFs nun auch per E-Mail zur Prüfung hast, ist meine Mitarbeit lückenlos belegt. Ich erwarte jetzt, dass das Casino die Verifizierung meiner 26.600 € endlich abschließt.

​Vielen Dank.

Dear Xon Bet Casino Team,

Could you please clarify whether any issues were identified with the latest documents submitted by the player, and if so, specify what exactly is missing or incorrect? In particular, we would appreciate your comments on the letter issued by the Jobcenter Elbe-Elster, which appears to meet standard proof of address requirements. Your clarification will help us better understand the situation and determine how to proceed.

Thank you.

"Hello Lucia,

Thank you very much. Despite your clear message, the casino has just rejected my documents again via email – again without explanation.

They completely ignored your assessment. The documents have been uploaded to the portal. I am now waiting for the casino's response here in the forum.

"Hallo Lucia,

​vielen Dank. Trotz deiner klaren Nachricht hat das Casino meine Dokumente gerade eben erneut per E-Mail abgelehnt – wieder ohne Begründung.

​Sie ignorieren deine Einschätzung komplett. Die Dokumente sind im Portal hochgeladen. Ich warte nun auf die Reaktion des Casinos hier im Forum."

"Additional information: I just found a second email from the casino in my spam folder. In it, they are now suddenly requesting documents relating to my payment methods (credit cards/e-wallets), even though we are talking about proof of address. The casino seems to be constantly making new demands to further delay the payout."

​"Zusatzinfo: Ich habe gerade noch eine zweite E-Mail vom Casino im Spam-Ordner gefunden. Darin fordern sie jetzt plötzlich Dokumente zu meinen Zahlungsmitteln (Kreditkarten/E-Wallets) an, obwohl wir hier über den Adressnachweis sprechen. Das Casino scheint ständig neue Forderungen zu stellen, um die Auszahlung weiter zu verzögern."

Dear Lucia,

We have sent you an email regarding the case. Please take a look at your convenience.

Kind regards,

Xon Bet Team

Dear Mario1401,

I would like to inform you about the latest update we have received from the casino regarding your verification process.

The casino has confirmed that they accepted the Jobcenter document you provided. However, they stated that since no additional document suitable for proof of address has been submitted, this raises concerns about your financial capacity.

To proceed with the verification, they are requesting that you provide either a bank statement covering the last three months or proof of additional income.

Additionally, they are still waiting for proof of payment (POP).

Please submit the requested documents directly to the casino so the verification process can continue.

"Hello Lucia,

Thank you so much for the update. I'm glad the job center document was finally accepted.

Regarding the bank statements: The account I use for the casino is a secondary account. I've already uploaded the statements. Since I made deposits from this account, it naturally shows the corresponding transactions.

The money in this secondary account comes from my main account at the savings bank, from which I regularly transfer amounts. If the casino needs proof of my financial capacity, I can also submit statements from my main savings bank account for the last three months.

I want to make it clear: I played with my own legally available money. Please let me know if I should upload the savings bank statements directly to the casino portal.

​"Hallo Lucia,

​vielen Dank für das Update. Es freut mich, dass das Jobcenter-Dokument endlich akzeptiert wurde.

​Zu den Kontoauszügen: Das Konto, das ich für das Casino nutze, ist ein Zweitkonto. Ich habe die Auszüge bereits hochgeladen. Da ich von diesem Konto aus eingezahlt habe, zeigt es natürlich die entsprechenden Transaktionen.

​Das Geld auf diesem Zweitkonto stammt von meinem Hauptkonto bei der Sparkasse, von dem ich regelmäßig Beträge dorthin überweise. Wenn das Casino einen Nachweis über meine finanzielle Leistungsfähigkeit braucht, kann ich zusätzlich die Auszüge meines Sparkassen-Hauptkontos der letzten drei Monate einreichen.

​Ich möchte klarstellen: Ich habe mit meinem eigenen, rechtmäßig verfügbaren Geld gespielt. Bitte teile mir mit, ob ich die Sparkassen-Auszüge direkt im Casino-Portal hochladen soll."

Dear Xon Bet Casino,

Could you please advise the player and inform us if the aforementioned document is necessary? Thank you.

Dear Mario1401,

We recommend that you submit any and all documentation you are able to provide, as it may assist in the verification process. Thank you.

Dear Lucia/Dear Mario1401,

We kindly request to provide all relevant documentation, including bank statements for the account used to make deposits to our platform, as well as statements for the primary account. This should make the verification process faster.

Kind regards,

Xon Bet Team

"Hello Lucia and hello to the casino team,

I would like to briefly inform you that I have just uploaded all the required documents – including complete bank statements for my main account and deposit account for the last three months – directly to the casino portal.

"With this, all the necessary documentation for proof of address and source of funds has been provided. I look forward to a prompt confirmation and the final payout of my winnings."

"Hallo Lucia und hallo an das Casino-Team,

​ich möchte kurz informieren, dass ich soeben alle geforderten Unterlagen – inklusive der lückenlosen Kontoauszüge meines Hauptkontos und des Einzahlungskontos für die letzten drei Monate – direkt im Casino-Portal hochgeladen habe.

​Damit sind nun alle Nachweise für den Adressnachweis und die Mittelherkunft (Source of Wealth) erbracht. Ich freue mich auf eine schnelle Bestätigung und die finale Auszahlung meiner Gewinne."

Dear Xon Bet Casino Team,

We would like to kindly request an update regarding the documents submitted by the player. Are they sufficient to complete the verification process, or is there any additional information required? Thank you for your assistance.

Hi Lucia, thanks for your message. Just so you know: Immediately after the last rejection on Friday, I re-uploaded all the requested documents. The casino now has the original PDF bank statements from Sparkasse, the proof of address from the job center, and the official Revolut card confirmation for card 8857. I have no further outstanding documents. I'm now waiting for the casino to finally confirm everything.

​Hallo Lucia, danke für deine Nachricht. Zur Info: Direkt nach der letzten Ablehnung am Freitag habe ich umgehend alle geforderten Dokumente erneut hochgeladen. Das Casino hat jetzt die Original-PDF-Kontoauszüge der Sparkasse, den Adressnachweis vom Jobcenter und die offizielle Revolut-Kartenbestätigung für die Karte 8857 vorliegen. Es gibt keine offenen Dokumente mehr meinerseits. Ich warte nun darauf, dass das Casino diese endlich final bestätigt.

"Hello Lucia,

I just wanted to give you a quick update: I uploaded the required documents (Sparkasse and Revolut) to the portal on May 2nd.

I haven't received any feedback from the casino yet. I just wanted to keep you updated while we wait for verification.

Thank you so much for your continued support.

"Hallo Lucia,

​ich wollte dir nur kurz ein Update geben: Ich habe am 02.05. die geforderten Dokumente (Sparkasse und Revolut) im Portal hochgeladen.

​Bisher habe ich dazu noch keine Rückmeldung vom Casino erhalten. Ich wollte dich nur auf dem aktuellen Stand halten, während wir auf die Verifizierung warten.

​Vielen Dank weiterhin für deine Unterstützung."

Dear Lucia,

At the moment, all documents have been accepted; however, we have noticed that the addresses on the bank statements and the document from the Jobcenter are different. We would like to clarify why the addresses differ and confirm the user’s actual place of residence.

Kind regards,

Xon Bet Team

Hello Lucia, hello Xon Bet Team,

I am referring to the inquiry regarding the different addresses on my documents.

The reason for this is simple: I moved in October.

It is therefore perfectly normal that older documents still show my previous address. However, I have already uploaded the relevant current documents that unequivocally confirm my current residence:

My current identity card, on which my current address is already entered.

Current documents from the job center, which are also addressed to my new address.

Since my identity card is the legally binding document for identity verification and confirms my current address, all verification requirements have been met. I therefore request that the verification process be completed and the payment of €26,600 be released.

Thank you very much.

Hallo Lucia, hallo Xon Bet Team,

​ich nehme Bezug auf die Rückfrage bezüglich der unterschiedlichen Adressen auf meinen Dokumenten.

​Der Grund hierfür ist simpel: Ich bin im Oktober umgezogen.

​Dass auf älteren Belegen noch meine vorherige Adresse steht, ist daher völlig normal. Ich habe jedoch bereits die entscheidenden aktuellen Dokumente hochgeladen, die meinen jetzigen Wohnsitz zweifelsfrei bestätigen:

​Meinen aktuellen Personalausweis, auf dem meine jetzige Adresse bereits eingetragen ist.

​Aktuelle Unterlagen vom Jobcenter, die ebenfalls an meine neue Adresse adressiert sind.

​Da der Personalausweis das rechtlich bindende Dokument für die Identitätsprüfung ist und dieser meine aktuelle Adresse bestätigt, sind alle Anforderungen an die Verifizierung erfüllt. Ich bitte daher darum, die Prüfung nun abzuschließen und die Auszahlung der € 26.600 freizugeben.

​Vielen Dank.

Dear Mario1401,

Thank you for your clarification.

Dear Xon Bet Casino,

We kindly request that you inform us if any further information is required.

We appreciate the cooperation from both of you.

Hi Lucia, just FYI: The casino app has been showing '24-48 hours' for my documents since May 2nd. This deadline has been over for days. Despite correct information in my profile and up-to-date documents, the casino is simply stalling me.

Hallo Lucia, nur zur Info: In der Casino-App steht seit dem 02.05. für meine Dokumente '24-48 Stunden'. Diese Frist ist seit Tagen um. Das Casino hält mich trotz korrekter Daten im Profil und aktuellen Dokumenten einfach weiter hin.

Dear Lucia,

We have reviewed all the documents provided by the user and noticed that, according to the Job Center document, the user was residing at a new address in December 2025. However, the bank statements from March 2026 show a different address, which the user claims is the old one, while the document from April 2026 again shows the first address.

We would like the user to explain this discrepancy and clarify which address they are currently residing at. We also kindly ask the user to provide an alternative recent document as proof of address (an ID card is not accepted as POA).

Kind regards,

Xon Bet Team

Hello Lucia,

I have read the casino's last response and will no longer participate in this game. The casino is clearly trying to create an artificial "discrepancy" to refuse the payout of €26,000.

Here are the irrefutable facts:

Residence since October 2024: I have been living at my current address since October 2024. That's over a year and a half ago! The casino has had plenty of time to verify my information since my registration and especially since my win on March 2, 2026. The fact that they are now suddenly inventing "unclear points" is an absolute outrage.

Official documents: The official document from the job center proves my residence beyond doubt since 2024.

Government ID: I have uploaded my current ID card. The fact that the casino does not recognize an official government document and instead tries to make a problem out of old bank statements is pure harassment and legally untenable.

Administrative period: Moving is a process. The fact that banks or other institutions need time to change data in their systems does not alter the fact that my legal residence has been established since 2024.

Systematic delay:

Since my win on March 2nd, I have been fully cooperative and provided all necessary documents. Every time the pressure mounts here at Casino Guru, the casino comes up with a new excuse. This isn't a misunderstanding; it's deliberate sabotage of the payout.

My decision:

I'm fed up with this stalling tactic. If the casino doesn't complete the verification and release the payout immediately, I request that Casino Guru close the case as "Unsolved".

I have meticulously documented every single step since March 2nd with screenshots (chat logs, upload confirmations, conflicting rejections). I will now forward this entire data set to the Joint Gambling Authority of the Federal States (GGL) and the responsible licensing authority to officially report this fraudulent activity.

Sincerely,

Mario

​Hallo Lucia,

​ich habe die letzte Antwort des Casinos gelesen und werde dieses Spiel nicht mehr mitspielen. Das Casino versucht hier offensichtlich, eine künstliche "Diskrepanz" zu konstruieren, um die Auszahlung von 26.000 € zu verweigern.

​Hier sind die unumstößlichen Fakten:

​Wohnsitz seit Oktober 2024: Ich wohne bereits seit Oktober 2024 an meiner aktuellen Adresse. Das ist über eineinhalb Jahre her! Das Casino hatte seit meiner Registrierung und vor allem seit dem Gewinn am 02.03.2026 alle Zeit der Welt, meine Daten zu prüfen. Dass sie jetzt plötzlich "Unklarheiten" erfinden, ist eine bodenlose Frechheit.

​Behördliche Belege: Das offizielle Dokument vom Jobcenter belegt meinen Wohnsitz seit 2024 zweifelsfrei.

​Staatlicher Ausweis: Ich habe meinen aktuellen Personalausweis hochgeladen. Dass das Casino ein offizielles staatliches Dokument nicht anerkennt und stattdessen versucht, aus alten Kontoauszügen ein Problem zu machen, ist reine Schikane und rechtlich nicht haltbar.

​Verwaltungszeitraum: Ein Umzug ist ein Prozess. Dass Banken oder andere Stellen Zeit brauchen, um Daten im System zu ändern, ändert nichts an der Tatsache, dass mein rechtmäßiger Wohnsitz seit 2024 feststeht.

​Systematische Verzögerung:

Ich habe seit meinem Gewinn am 02.03. absolut kooperativ alle Dokumente geliefert. Jedes Mal, wenn der Druck hier bei Casino Guru steigt, erfindet das Casino eine neue Ausrede. Das ist kein Missverständnis, das ist vorsätzliche Sabotage der Auszahlung.

​Meine Entscheidung:

Ich habe keine Lust mehr auf dieses hinhaltende Verhalten. Wenn das Casino nicht sofort die Verifizierung abschließt und die Auszahlung freigibt, bitte ich Casino Guru, den Fall als "Unsolved" (Ungelöst) zu schließen.

​Ich habe jeden einzelnen Schritt seit dem 02.03. lückenlos mit Screenshots dokumentiert (Chatverläufe, Upload-Bestätigungen, widersprüchliche Ablehnungen). Diesen gesamten Datensatz werde ich nun gesammelt an die Gemeinsame Glücksspielbehörde der Länder (GGL) sowie an die zuständige Lizenzbehörde weiterleiten, um dieses betrügerische Gebaren offiziell zu melden.

​Mit freundlichen Grüßen,

Mario

Dear Xon Bet Casino Team,

Since all of the documents we have received from the player contain the same address details, we would like to ask you to provide a full report and detailed explanation supporting your claim that the addresses on the player’s documents do not match.

Please include all relevant supporting evidence and clarification regarding the discrepancies you identified. From our current standpoint, we are unable to identify any obvious issue with the submitted documents, therefore your explanation would help us better understand your position on this matter.

Kindly send the requested information to my email address at lucia@casino.guru.

At this stage, without further clarification or supporting evidence, the situation may appear as though unnecessary obstacles are being raised in relation to the player’s withdrawal process. We therefore hope you will help clarify the matter as soon as possible.

Thank you for your understanding. I will await your response.

Dear Lucia,

Please see our email at your convenience.

Kind regards,

Xon Bet Team

Dear Xon Bet Casino Team,

I would like to kindly ask if you could resend any email communications you mentioned, as I have not received any from your end. Thank you for your assistance.

Dear Lucia,

We have resent the email. Please take a look at your convenience.

Kind regards,

Xon Bet Team

Dear Lucia,

We have resent the email once again to the email address: lucia.s@casino.guru

Kind regards,

Xon Bet Team

Dear Mario1401,

I have sent you an email with suggestions on how we may resolve the current issue regarding the address verification. Please check your inbox at your earliest convenience.

Hi Lucia, I just sent you an email with a detailed explanation and current proof.

​Hallo Lucia, ich habe dir soeben eine E-Mail mit der genauen Erklärung und einem aktuellen Nachweis geschickt.

Dear Mario1401,

Thank you for your prompt response. I have replied to your email, requesting that you forward the necessary information directly to Xon Bet Casino. I hope that your clarification will assist in resolving the address verification issue and enable you to access your funds. Please keep me informed of any updates. I appreciate your cooperation in this matter.

Hi Lucia, I have just sent the explanation and the current job center document directly to the casino's support team.

Hallo Lucia, ich habe die Erklärung und das aktuelle Jobcenter-Dokument soeben direkt an das Support-Team des Casinos geschickt.

Hi Lucia, the casino support replied to my email saying they don't accept documents via email. Therefore, I just uploaded the current letter from the job center directly through my casino profile in the verification section.

Hallo Lucia, der Casino-Support hat mir per Mail geantwortet, dass sie Dokumente nicht per E-Mail annehmen. Ich habe den aktuellen Jobcenter-Brief daher soeben direkt über mein Casino-Profil im Verifizierungsbereich hochgeladen."

Dear Mario1401,

Thank you for providing the update. I will look forward to hearing from you with any further news.

Hi Lucia, I uploaded the document to my profile 6 days ago. It states a processing time of 24 to 48 hours, but unfortunately I haven't received any feedback or status update from the casino yet. I'm still waiting for their response and will let you know as soon as there's any news.

​Hallo Lucia, ich habe das Dokument vor 6 Tagen im Profil hochgeladen. Dort steht zwar eine Bearbeitungszeit von 24 bis 48 Stunden, aber ich habe bisher leider noch keine Rückmeldung oder Statusänderung vom Casino erhalten. Ich warte daher weiter auf deren Antwort und gebe dir sofort Bescheid, wenn sich etwas tut.

Dear Xon Bet Casino Team,

I would greatly appreciate it if you could provide us with an update on the current status of the address verification process. Thank you for your assistance.

Dear Lucia,

We have sent you an email with an explanation. Please take a look at your convenience.

Kind regards,

Xon Bet Team

Hello Lucia, it's telling that the casino isn't making a public statement here in the forum, but instead wants to handle everything behind the scenes via email. Six days ago, I uploaded an absolutely official and error-free approval notice as an original PDF. My email address in my profile is correct. There's nothing left to check or keep secret. I ask you to continue monitoring this matter critically, as this stalling has now been going on for three months.

​Hallo Lucia, es ist bezeichnend, dass das Casino hier im Forum keine öffentliche Erklärung abgibt, sondern alles hinter den Kulissen per E-Mail klären will. Ich habe vor 6 Tagen einen absolut offiziellen und fehlerfreien Bewilligungsbescheid als originale PDF hochgeladen. Meine Adresse im Profil ist korrekt. Es gibt hier nichts mehr zu prüfen oder geheim zu halten. Ich bitte dich darum, die Sache weiterhin kritisch zu begleiten, da dieses Hinauszögern nun schon seit drei Monaten so läuft.

Dear Mario1401,

I have sent you an email explaining the current situation and outlining a few possible options that may help move the case forward.

Please check your inbox at your convenience.

Hello Lucia,

Thank you for your feedback. I followed your advice and just uploaded my current, official bank statement from Sparkasse dated June 1, 2026, directly to my casino profile. My correct residential address is clearly visible there on the bank's official letterhead.

To complete the proof, I am also attaching an official letter from the Brandenburg State Police Headquarters with the exact same address.

The data now matches my profile 100%, and the requested alternative document has been submitted. I sincerely hope that the casino will now accept these official documents and finally complete the verification process. Thank you so much for your continued support in this matter!

Hallo Lucia,

​vielen Dank für deine Rückmeldung. Ich habe deinen Rat befolgt und soeben meinen aktuellen, offiziellen Kontoauszug der Sparkasse vom 01.06.2026 direkt im Casino-Profil hochgeladen. Meine korrekte Wohnadresse ist dort im offiziellen Briefkopf der Bank fehlerfrei zu sehen.

​Um den Nachweis komplett zu machen, hänge ich hier auch noch ein offizielles Schreiben des Polizeipräsidiums Land Brandenburg mit genau derselben Adresse an.

​Die Daten stimmen nun zu 100 % mit meinem Profil überein und das geforderte alternative Dokument liegt vor. Ich hoffe sehr, dass das Casino diese offiziellen Dokumente nun akzeptiert und die Verifizierung endlich abschließt. Vielen Dank für deine fortlaufende Unterstützung in diesem Fall!

To the management and support team of the casino,

I hereby publicly demand that you end this disgraceful charade. I have provided you with precisely the documents you requested, which are described exactly as outlined in your own guidelines. Despite this, you repeatedly refuse to provide the requested evidence without any plausible explanation.

I have provided you with my official identity card from the Federal Printing Office, as well as the requested invoices, as proof of address and identity. These are the highest and most reliable forms of proof one can possess in Germany. They prove my identity and address completely and without doubt.

If you reject even an official ID and correct invoices as "not correct," then this has nothing to do with a normal verification process or KYC guidelines. This is pure, systematic harassment, repeated, to deny a legitimate payment of over €26,000 and to wear me down.

Furthermore, you have completely ignored your own guidelines of a 24 to 48-hour turnaround time for months. You are breaking your own rules, while I am being asked to do the impossible.

I have fulfilled my obligations as an honest player 100%. There are no further official documents. I will not continue to waste time discussing this and will not submit any further documents.

Either you accept these legitimate documents immediately and pay out my winnings, or Casino Guru must close this case for what it is: an unjustified refusal of payment with a corresponding maximum negative rating for your casino.

​An das Management und das Support-Team des Casinos,

​ich fordere Sie hiermit öffentlich auf, dieses unwürdige Spiel zu beenden. Ich habe Ihnen exakt die Dokumente zukommen lassen, die Sie angefordert haben und die in Ihren eigenen Richtlinien genau so beschrieben sind. Trotzdem werden diese geforderten Nachweise wiederholt und ohne jeden plausiblen Grund von Ihnen abgelehnt.

​Ich habe Ihnen meinen offiziellen Personalausweis von der Bundesdruckerei sowie die geforderten Rechnungen als Adress- und Identitätsnachweise vorgelegt. Das sind die höchsten und sichersten Nachweise, die man in Deutschland überhaupt besitzen kann. Sie beweisen meine Identität und Adresse absolut lückenlos und zweifelsfrei.

​Wenn Sie selbst einen offiziellen Personalausweis und korrekte Rechnungen als „nicht korrekt" ablehnen, dann hat das nichts mehr mit einem normalen Verifizierungsprozess oder KYC-Richtlinien zu tun. Das ist reine, systematische Schikane zum wiederholten Male, um eine berechtigte Auszahlung von über 26.000 € zu verweigern und mich mürbe zu machen.

​Dazu kommt, dass Sie Ihre eigenen Vorgaben von 24 bis 48 Stunden Bearbeitungszeit seit Monaten komplett ignorieren. Sie brechen Ihre eigenen Regeln, während von mir Unmögliches verlangt wird.

​Ich habe meine Pflichten als ehrlicher Spieler zu 100 % erfüllt. Mehr offizielle Dokumente gibt es nicht. Ich werde mich nicht weiter im Kreis drehen und Ihnen keine weiteren Dokumente mehr einreichen.

​Entweder Sie akzeptieren diese rechtmäßigen Dokumente nun unverzüglich und zahlen meinen Gewinn aus, oder Casino Guru muss diesen Fall als das schließen, was er ist: Eine ungerechtfertigte Verweigerung einer Auszahlung mit einer entsprechenden maximal negativen Bewertung für Ihr Casino.

Dear Xon Bet Casino Team,

I would greatly appreciate it if you could provide us with an update regarding the current status of the player's address verification process.

Could you please confirm whether the recently submitted documents are sufficient to successfully complete the verification? If the documents have been rejected again, we would appreciate it if you could provide the specific reason(s) for the rejection.

Thank you for your assistance and cooperation.

Dear Lucia,

Yesterday, June 16, 2026, our customer support representative informed the customer regarding the reason for rejection and provided instructions on how to complete the verification process.

The following information was sent:

Reason for rejection: You uploaded a document where the required information is hidden, and the bank statement is also rejected.

You should upload proof of residence. To complete the address verification, please ensure your document clearly shows the following:

- Full name (as shown on your ID)

- Residential address

- Date of issue (no more than three months old)

Suitable documents for address verification:

Utility bill from your local council for services such as gas, electricity, water, sewage, etc.

Official letter regarding tax benefits (tax assessment) or municipal tax assessment (e.g., property tax) for the current year;

Home insurance documents;

TV bills;

Loan agreement;

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

For rental properties: Current lease agreement signed by both parties (no more than 90 days old) with full names and addresses;

Landline phone bill;

Police notices regarding fines, violations, etc.;

Insurance letters or invoices;

Internet bills;

Health/social security documents.

Please note that we accept documents in PDF format or as a high-quality photo where all corners are visible. Documents must be no more than three months old. Please also ensure that your full name is clearly visible.

Kind regards,

Xon Bet Team

Hello Lucia,

Hello Xon Bet Team,

Yesterday evening (June 16, 2026), I responded to the direct request from Gaming Club Manager Liana. She had confirmed via email that my ID and payment confirmations had been successfully accepted and that only proof of address was still missing.

As requested, I sent official documents directly to support via email: a police letter and a court letter.

Both documents are from German authorities, are very recent (no more than 3 months old), show my full name and home address, and are completely uncensored and fully legible. Since the casino explicitly lists "police notifications" as acceptable proof of address in its own guidelines, these documents are more than sufficient.

I have attached these documents directly to this complaint so that the Casino Guru team can see that my information is absolutely correct. I expect Xon Bet Casino to complete my address verification immediately and release my winnings of over €26,000.

Sincerely,

Mario

​Hallo Lucia,

hallo Xon Bet Team,

​ich habe gestern Abend (16.06.2026) auf die direkte Aufforderung von Gaming-Club-Managerin Liana reagiert. Sie hatte mir per E-Mail bestätigt, dass mein Ausweis und meine Zahlungsbestätigungen erfolgreich akzeptiert wurden und nur noch der Adressnachweis fehlt.

​Wie gewünscht habe ich offizielle, behördliche Dokumente direkt per E-Mail an den Support gesendet: ein Polizeischreiben und ein Gerichtsschreiben.

​Beide Dokumente stammen von deutschen Behörden, sind brandaktuell (nicht älter als 3 Monate), zeigen meinen vollständigen Namen sowie meine Wohnadresse und sind absolut unzensiert und vollständig lesbar. Da das Casino in seinen eigenen Richtlinien „Benachrichtigungen der Polizei" ausdrücklich als zulässigen Adressnachweis auflistet, sind diese Dokumente mehr als ausreichend.

​Ich habe diese Dokumente nun auch hier direkt der Beschwerde beigefügt, damit das Casino-Guru-Team sehen kann, dass meine Daten absolut korrekt sind. Ich erwarte, dass das Xon Bet Casino meine Adressverifizierung nun umgehend abschließt und meinen Gewinn von über 26.000 € freigibt.

​Mit freundlichen Grüßen,

Mario

Dear Mario1401,

I sent you an email. Please check your inbox.

Thank you.

Hello Lucia,

I have done my homework and just replied directly to your email.

Attached to this email you will find the official police letter and the court document as evidence. I forwarded these documents to the casino manager, Liana, on Wednesday evening (June 17th). My address is clearly and correctly legible on them.

The ball is now back in the casino's court. Please review the documents.

Best regards,

Mario

Hallo Lucia,

​ich habe meine Hausaufgaben gemacht und dir soeben direkt auf deine E-Mail geantwortet.

​Im Anhang der E-Mail findest du das offizielle Polizeischreiben sowie das Gerichtsschreiben als Beweis. Ich habe diese Dokumente bereits am Mittwochabend (17.06.) an die Casino-Managerin Liana weitergeleitet. Meine Adresse ist darauf fehlerfrei und glasklar zu erkennen.

​Der Ball liegt damit wieder beim Casino. Bitte prüfe die Unterlagen.

​Viele Grüße,

Mario

Dear Xon Bet Casino Team,

I would greatly appreciate it if you could provide us with an update regarding the current status of the player's address verification process.

Could you please confirm whether the recently submitted documents are sufficient to successfully complete the verification? If the documents have been rejected again, we would appreciate it if you could provide the specific reason(s) for the rejection.

Thank you for your assistance and cooperation.

Dear Lucia,

We can confirm that the account is verified.

Kind regards,

Xon Bet Team

Since this matter has been resolved, there are no longer any legal or technical reasons to withhold my funds. Currently, two of my withdrawal requests – one for €2,000 and one for €3,000 – are in "processing" status. This means the maximum weekly limit of €5,000 for this week has been fully utilized.

I now expect a binding statement from Xon Bet regarding when these two applications will be processed and when I can expect to receive the funds. Since my total winnings exceed €26,000, the process must now proceed quickly.

​Da dieser Punkt erledigt ist, gibt es keinerlei rechtliche oder technische Gründe mehr, mein Geld zurückzuhalten. Aktuell befinden sich zwei Auszahlungsanträge von mir – einmal über 2.000 € und einmal über 3.000 € – im Status „in Bearbeitung". Damit ist das maximale wöchentliche Limit von 5.000 € für diese Woche voll ausgeschöpft.

​Ich erwarte von Xon Bet nun eine verbindliche Aussage darüber, wann diese beiden Anträge angewiesen werden und wann ich mit dem Geldeingang rechnen kann. Da mein Gesamtgewinn bei über 26.000 € liegt, muss der Prozess jetzt zügig anlaufen.

Dear Xon Bet Casino,

Thank you for your recent update.

I would appreciate it if you could confirm whether the withdrawal process is now fully operational or whether there are still any restrictions or limitations affecting the player's account. This information will help us determine whether any further issues with the withdrawal should be expected or if the matter has been fully resolved.

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

Hello Lucia,

Thank you so much for following up! A quick update on the current status: The first €2,000 have been successfully received in my account.

According to the casino's terms and conditions, the limit is €5,000 per week. However, the remaining €3,000 from last week's request is still unpaid and remains "pending".

Now that a new week has begun, I submitted my next request for the full €5,000 on Saturday evening, as stipulated in the contract. The casino is already behind schedule and is currently blocking a total of €8,000 in requested withdrawals. So, it's definitely not working without restrictions yet.

Please keep this case open, as the casino has already delayed payments from previous weeks.

​Hallo Lucia,

​vielen Dank für das Nachhaken! Ein kurzes Update zum aktuellen Stand: Die ersten 2.000 € sind erfolgreich auf meinem Konto eingegangen.

​Laut den Bedingungen des Casinos liegt das Limit bei 5.000 € pro Woche. Aus der letzten Woche ist der restliche Antrag über 3.000 € allerdings immer noch unbezahlt und steht weiterhin auf „in Bearbeitung".

​Da nun eine neue Woche angebrochen ist, habe ich am Samstagabend vertragsgemäß direkt den nächsten Antrag über die vollen 5.000 € gestellt. Das Casino hinkt also jetzt schon hinterher und blockiert aktuell insgesamt 8.000 € an beantragten Auszahlungen. Es läuft also definitiv noch nicht uneingeschränkt.

​Bitte lass den Fall unbedingt offen, da das Casino die Raten aus den Vorwochen bereits verschleppt.

Dear Lucia,

We would like to inform you that all payments will be processed in accordance with our scheduled timelines, as outlined in our Terms and Conditions (Clause 3.6.2):

In cases where a player’s total winnings exceed five (5) times the total amount of their deposits, a maximum withdrawal limit of EUR 5,000 (or the equivalent in other currencies) per 30-day period will apply.

Kind regards,

Xon Bet Team

Hello Lucia,

Thank you very much for your support. I would like to briefly address the message from Xon Bet.

The casino is now citing a limit of €5,000 per 30 days. However, I must politely disagree, as the casino's official support confirmed something different to me.

As you can see in the attached screenshot, the support representative Evangelina explicitly assured me in the live chat that the maximum withdrawal limit is €5,000 per week and €15,000 per month. I planned my previous applications based on this clear information.

Since the first €2,000 have already arrived, I sincerely hope that Xon Bet will adhere to the information provided to me and release the remaining amounts on a weekly basis.

​Hallo Lucia,

​vielen Dank für die Unterstützung. Ich möchte kurz auf die Nachricht von Xon Bet eingehen.

​Das Casino beruft sich nun auf ein Limit von 5.000 € pro 30 Tage. Dem muss ich jedoch höflich widersprechen, da mir vom offiziellen Support des Casinos etwas anderes bestätigt wurde.

​Wie im beigefügten Screenshot zu sehen ist, hat mir die Support-Mitarbeiterin Evangelina im Live-Chat ausdrücklich versichert, dass das maximale Auszahlungslimit bei 5.000 € pro Woche und 15.000 € pro Monat liegt. Auf Basis dieser klaren Auskunft habe ich auch meine bisherigen Anträge geplant.

​Da die ersten 2.000 € bereits angekommen sind, hoffe ich sehr, dass Xon Bet sich an die mir gegenüber gemachten Angaben hält und auch die restlichen Beträge im wöchentlichen Rhythmus freigibt.

Dear Xon Bet Casino,

Could you please clarify this discrepancy and confirm which withdrawal limits apply to the player's account? If the information provided by your support representative was incorrect, we would appreciate an explanation so that we can better understand the situation and assess the matter accordingly.

Thank you in advance for your clarification.

Dear Lucia,

We can confirm that the remaining balance will be processed in accordance with our Terms & Conditions, specifically the clause stating that where a player's total winnings exceed five (5) times the total amount of their deposits, a maximum withdrawal limit of EUR 5,000 (or the equivalent in another currency) applies per 30-day period.

It appears that the Customer Support representative inadvertently referred to a different provision of the Terms & Conditions that is not applicable to this particular case. We regret any confusion this may have caused.

We would also like to reassure you that the remaining balance has not been forfeited and will be paid out in accordance with the applicable withdrawal limits set out in our Terms & Conditions.

Kind regards,

Xon Bet Team

Hello Lucia, hello Xon Bet Team,

I would like to lay the facts on the table directly, so that the situation is completely transparent for everyone involved:

Last month, the casino only transferred a total of €2,000 to me. If Xon Bet now claims there's a limit of €5,000 per 30 days, then that means, in plain terms: I'm still owed at least €3,000 from the current period, which must be paid out immediately.

Now that we've started a new month, I expect these €3,000 to be transferred without any further delay, and that the remaining profit of over €21,000 will not be artificially blocked for months. This completely contradicts the promises made by your own support team.

I therefore urge Casino Guru to urgently investigate whether such a delaying tactic lasting for months, in the case of a legitimate win, complies with fair guidelines.

​Hallo Lucia, hallo Xon Bet Team,

​ich möchte hierzu direkt die Fakten auf den Tisch legen, damit die Situation für alle Beteiligten völlig transparent ist:

​Im vergangenen Monat hat mir das Casino insgesamt erst 2.000 € überwiesen. Wenn Xon Bet nun behauptet, es gälte ein Limit von 5.000 € pro 30 Tage, dann bedeutet das im Klartext: Aus dem aktuellen Zeitraum stehen mir ab sofort noch mindestens 3.000 € zu, die unverzüglich ausgezahlt werden müssen.

​Da wir nun einen neuen Monat haben, erwarte ich, dass diese 3.000 € ohne jede weitere Verzögerung angewiesen werden und der restliche Gewinn von über 21.000 € nicht künstlich über Monate hinweg blockiert wird. Das steht im kompletten Widerspruch zu den Zusagen Ihres eigenen Supports.

​Ich bitte Casino Guru daher dringend zu prüfen, ob eine solche monatelange Hinhaltetaktik bei einem rechtmäßigen Gewinn den fairen Richtlinien entspricht.

Dear Mario1401,

I fully understand your frustration and appreciate your concerns regarding the time it will take to receive the full amount of your winnings.

However, we must also take into consideration the casino's withdrawal policy. If the casino is processing your withdrawal requests in accordance with its published withdrawal limits and within the applicable processing timeframes, there is unfortunately no basis for us to request that the remaining balance be paid out in a single transaction or on an accelerated schedule.

While I appreciate that this means it may take a significant amount of time for the full balance to be paid, our role is to assess whether the casino is complying with its stated terms and conditions. As long as the withdrawals continue to be processed correctly and without undue delays, our only option is to allow the withdrawal process to continue.

In the meantime, I kindly ask that you keep me informed each time you receive a withdrawal. This will allow me to monitor the situation and verify that the payments continue to be processed as expected. Should any issues arise, such as missed payments or delays beyond the casino's stated timeframes, please let me know immediately and I will be happy to review the matter further.

Hello Lucia,

Thank you for your review and honest assessment. I accept your decision that we must continue the withdrawal process according to the casino's official limits, as long as the payments are now made on time and without excuses.

For the record and your monitoring purposes, I would like to point out how contradictory and chaotic the casino's internal operations are:

The casino team claimed here in the forum that only €3,000 is currently available due to the 30-day rule.

However, on Friday (July 3rd), the support employee "Richard" confirmed to me in writing in the official live chat: "I see that your payout of 8,000 EUR is currently being processed."

In my cash register area, exactly these €8,000 are currently outstanding (divided into 2 x €3,000 and 1 x €2,000), just as I submitted the applications.

Since the support team apparently doesn't even know what the finance department is doing and keeps quoting different figures, I'm very grateful that you're leaving the complaint open and continuing to monitor the case.

I will contact you here as requested as soon as the first payment has been credited to my account.

Best regards,

Mario

Hallo Lucia,

​vielen Dank für deine Prüfung und die ehrliche Einschätzung. Ich akzeptiere deine Entscheidung, dass wir den Auszahlungsprozess gemäß den offiziellen Limits des Casinos fortsetzen müssen, solange die Zahlungen nun auch wirklich pünktlich und ohne Ausreden fließen.

​Ich möchte für das Protokoll und deine Überwachung aber noch aufzeigen, wie widersprüchlich und chaotisch das Casino intern agiert:

​Das Casino-Team hat hier im Forum behauptet, es seien wegen der 30-Tage-Regel aktuell nur noch 3.000 € verfügbar.

​Am Freitag (03.07.) hat mir der Support-Mitarbeiter „Richard" im offiziellen Live-Chat jedoch schriftlich bestätigt: „Ich sehe, dass Ihre Auszahlung von 8.000 EUR derzeit in Bearbeitung ist."

​In meinem Kassenbereich stehen aktuell auch genau diese 8.000 € offen (aufgeteilt in 2x 3.000 € und 1x 2.000 €), so wie ich die Anträge gestellt habe.

​Da der Support also scheinbar selbst nicht weiß, was die Finanzabteilung tut, und ständig andere Summen nennt, bin ich sehr dankbar, dass du die Beschwerde offenlässt und den Fall weiter überwachst.

​Ich werde mich hier wie gewünscht sofort melden, sobald der erste Geldeingang auf meinem Konto verbucht wurde.

​Viele Grüße,

Mario