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Hello all,

I found Casino Xonbet through a recommendation from Skrill on their homepage. I have requested three withdrawals totaling 2200 EUR and they are still pending.

On Monday, they requested verification, which was successfully completed through their automated checks powered by Sumsub. However, after several hours, I received a rejection of my documents from one of their agents.

The same thing happened again today. My documents were successfully verified by Sumsub but after several hours they were rejected again by their agent. As a result, my withdrawals are still pending.

I have submitted numerous documents to verify my address, including documents issued in August and signed by the government, utility bills, bank statements, and other official documents. Every attempt has been rejected after their manual checks.

The result is that my withdrawals have now been pending for 7 days since I requested them.

It is becoming apparent to me that they may not want to pay my winnings, and I am very concerned about my money. How is it possible that all my documents are successfully verified by Sumsub, only to be rejected every time by an agent afterwards?

This situation makes me feel like they are deliberately delaying the process and playing games with their players.

I really need your help, casino guru!

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Dear Hallo21951,

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

Hello Mrs Susor,

As I mentioned before, I uploaded my documents, but they have still been rejected. The issue is that the automated verification process by Sumsub verifies my documents successfully (as shown in the attached screenshot), but several hours later, they are rejected by an agent.

I have uploaded documents issued by the government within the last week, recent bank statements, utility bills, and other valid supporting documents. Yet my verification continues to be rejected.

At this point, it seems that this is happening because I have approximately $2.2K in total withdrawals. I would appreciate it if you could clarify the reason for these repeated rejections and let me know exactly what additional documentation is required to complete my verification. Please for your help

Hello again,

I’m following up regarding my WDS, which has now been pending for 8 days.

My documents were rejected (4th time !!!!!!!! ) yesterday because I was informed that the government-issued documents I uploaded must contain a signature or official stamp……..However, the documents I provided are official government documents and include QR codes specifically for verification and legislation/security purposes. They are issued in this format by the relevant government authority and therefore do not necessarily contain a traditional handwritten signature or physical stamp.

I’m concerned that my documents are being rejected simply because it seems they are unwilling to proceed with the payment… please for your help guys. Is anyone Greek player that passes this shit verification ?

I'm sorry to hear about your negative experience. Please allow me to ask a few questions to better understand the situaiton.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

Thank you in advance for your reply.

I have uploaded the documents required for my address verification, including my bank statement and documents issued by the government.

The winnings came entirely from real-money activity. I did not receive any bonus money.

For the sixth time, my account has been successfully verified through the automated verification process, but the verification is then rejected again. As I have already explained, this has happened six times. Please review the issue manually and let me know why my verification keeps being rejected.

The withdrawals are still pending since 22/8!!!!!!!!

please for your help!!!!

I got another rejection. I honestly don’t know what else I can do!!! They still have my money! Help guys!!!

Thank you very much for your reply, Hallo21951.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? Please forward the complete email threads. Do not send screenshots, but the original, uncropped email messages instead.

Additionally, please email all the same documents that you sent to the casino for an independent review.

I understand this may take time, so I appreciate your assistance.

Dear Hallo21951,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.