Xon Bet Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

I am experiencing a delayed verification and withdrawal process with XON Bet Casino.

I won approximately €600 and submitted the requested verification documents for my withdrawal.

Timeline:

- Initial verification documents submitted on Tuesday.

- Documents were rejected on Thursday within the stated 24–48 hour review timeframe.

- I carefully reviewed all requirements, retook all photos with high quality and clear visibility, and immediately resubmitted the requested documents on Thursday.

- The second submission has now exceeded / is approaching the stated 24–48 hour verification timeframe without any meaningful update.

I have fully cooperated with all KYC requirements and ensured:

- clear and readable photos;

- matching personal information;

- proper document quality;

- compliance with the casino’s requested standards.

At this stage I am concerned because:

- the first review was completed quickly;

- the second review is taking significantly longer;

- and I have seen similar complaints from other users regarding repeated KYC delays.

I am requesting:

- a proper review of my documents;

- confirmation that my verification is being processed;

- and completion of my withdrawal if all requirements are satisfied.

I am willing to provide any additional reasonable information if specifically requested.

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 tio_xico7,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing.

Please understand that KYC is a very important and essential process during which the casino verifies that the funds are being sent to the rightful account owner. Since casinos are unable to physically verify the identity of players in person, this verification process is the standard procedure used by all licensed gambling establishments. Serious and regulated casinos take KYC very seriously, and completing the process thoroughly may sometimes take several working days.

• Could you please let me know which documents you initially submitted and which ones you later resubmitted? Also, please specify when exactly these documents were sent.
• Have you received any explanation from the casino regarding why the documents were rejected? If so, did they specify which document format or requirements are accepted?
• Additionally, can you confirm whether the casino requested any further documents or additional information from you?

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

Best regards,

Petra

Sorry i think i already have answer you! So sorry!! This casino is a nightmare :C Hello Petra,

Thank you very much for your response and for taking the time to review my complaint.

I fully understand and respect the importance of the KYC process. I have successfully verified accounts on many online casinos before and never experienced anything remotely similar to what has happened here.

I will now explain the full timeline of events as clearly as possible.

I won approximately €600 and requested a withdrawal. Shortly after, XON Bet requested standard KYC verification documents.

FIRST SUBMISSION (around Tuesday):

I initially uploaded:

- passport photos;

- proof of identity documents;

- Skrill payment proof.

After waiting around 48 hours, the casino rejected the verification stating that some documents, particularly the passport photos, were blurry or did not meet their requirements.

I accepted this and carefully prepared a completely new submission.

SECOND SUBMISSION (around Thursday):

I retook everything with significantly better quality:

- new passport photos in very clear lighting;

- a selfie holding my passport clearly visible;

- Skrill account/profile screenshots showing my personal information;

- Skrill transaction screenshots related to my deposit.

At this stage, I made sure every image was perfectly readable and compliant.

However, after another long delay exceeding their own stated "24–48 hour" timeframe, the casino rejected my verification again using generic responses such as:

- "verification failed";

- "missing documents";

- or "security requirements".

The most frustrating part was that they claimed I had not uploaded the selfie with my passport, despite the fact that I absolutely did upload it.

I contacted support multiple times and eventually received another explanation regarding Skrill proof of payment. They stated that the transaction screenshot did not show my name.

The issue is that Skrill separates:

- account/profile information;

- and transaction history

 into different sections.

Because of this, I specifically uploaded:

- screenshots showing my Skrill account/profile with my name and email;

- and separate screenshots showing the deposit transaction itself.

Even after explaining this carefully and cooperating fully, the casino continued repeating the same generic verification problems.

THIRD SUBMISSION:

At this point, due to the repeated rejections and confusion, I became extremely careful and documented the entire upload process step by step with screenshots as proof that the files were actually uploaded correctly.

I once again uploaded:

- clear passport photos;

- selfie with passport;

- Skrill profile/account information;

- Skrill transaction proof.

Despite this, the casino again claimed that the selfie with the passport was missing, which is simply not true.

This is now the second time they repeated that exact claim despite the document being uploaded carefully.

Additionally, they are now telling me that I should change my ZIP/postal code, even though:

- the ZIP code currently registered on my account is correct;

- and I possess official documents proving it.

At this stage, the entire process has become extremely stressful and feels like an endless verification loop with constantly changing or unclear requirements.

What concerns me most is:

- repeated generic copy-paste responses;

- very long review times for simple document checks;

- repeated claims that documents are "missing" even when they were uploaded;

- and lack of clear, specific explanations regarding what exact issue still exists.

I have cooperated fully throughout all 11 days of this process and have continuously tried to satisfy every request made by the casino.

I respectfully ask for:

- a proper manual review of my case;

- clarification regarding what exact document or issue is allegedly still insufficient;

- and fair completion of my verification and withdrawal process.

Thank you again for your assistance and time.

Documentation that support me.

im trying to upload here the selfies with passaport but i cant...

proof of timeline since day 05\05\2026

As you can see on this email screenshot they arent playing fair with me, even when i submitt and do everything they ask for in other hand they never give us some proof or confirmation.. As i said before the last 2 rejections they claim i didnt upload selfie with passaport or i didnt upload some document, the point is they always claim something wasnt uploaded even when i dot it carefully.. this time under review i uploaded everything as usual and screenshoted the process to have proof of my uploads:

but to have more security about that i kindly send them an email with that screenshots for proof to them i have uploaded the documentation but for my security i ask them to send me a email with a confirmation this time if they have received my uploaded documents fully without missing, i think i have my right to have that confirmation.. but this is their answer: so this is their usual comunication.. always askingh for something, for some document, some selfie, but when we ask for some confirmation they just say they cant give any information and things are being handle by departments... and like this weeks pass.. and i dont have my money..

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

​Specific Breaches to be Addressed:

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

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

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

​Requested Action from Mediator:

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

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

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

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

The casino is now attempting to force an update of my account to an old/incorrect postal code based on a historical document I mistakenly uploaded, instead of allowing me to provide the current/correct one. This is a clear attempt to create a data mismatch that will justify a future rejection. They are refusing to verify the correct documents I have provided.

Dear Lia,

​I am writing to clarify that I HAVE NOT requested a change to my postal code to 4470-278. My official and current postal code is 4470-334, which is correctly registered in my account and matches my current identification.

​The document you are using as a pretext contains an old administrative code (4470-278) due to a municipal reorganization in Maia, Portugal. Under CGA 2026 Transparency Standards and GDPR Article 5(1)(d), you have a legal obligation to ensure personal data is accurate and kept up to date. Forcing an 'update' to an obsolete postal code against my will is a violation of data integrity.

​I am now uploading a new, updated Proof of Address with the correct code (4470-334).

​Stop the 'Postal Code Review' immediately and proceed with the verification of my correct data. This 'step-by-step' process is being used as a Systemic Payout Obstruction. I have already notified the Curaçao Gaming Authority (CGA) and CADRE (Case ID already pending) about this specific stall tactic.

​I expect my account to be verified within 24 hours based on the correct documents already prov

ided.

Thank you for your reply and for providing the previous details, tio_xico7.

• Have you experienced any previous issues with verification or withdrawals at this casino?
• Are there any particular deadlines for the withdrawal that you are concerned about?
• Could you provide additional relevant communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Petra,

​Thank you for your assistance. I have just sent a detailed email to petra.h@casino.guru containing all relevant communications and forensic evidence.

​Summary of the situation for the public thread:

​The KYC Loop (14 Days since 05/05/2026): I have been trying to verify my account since May 5th. The casino has rejected my documents 5 times with generic excuses, despite the documents being high-resolution and perfectly legible.

​Document Receipt Contradictions: I have documented a clear case of bad faith. Manager Oliver claimed 'no identity documents were submitted,' but subsequently, Manager Francesca officially confirmed via email that all documents were received and are under review. This proves the casino is providing false information to stall the process.

​The Zip Code Trap: The casino is now stalling due to a zip code update (4470-278 to 4470-334) caused by a public municipal reorganization in Maia, Portugal. I have provided updated proof of address (all my documents have the same adress proving my postal code is 4470-334, but the casino is attempting to force me to change my account to an obsolete code to create a future 'data mismatch' rejection.

​Forensic Evidence: In the email sent to you, I included:

​Forensic Screenshots of every successful upload step.

​A Video Recording of the entire latest upload process to prove the files are clear and the system registered them.

​Direct Emails from Managers Oliver, Francesca, and Lia showing the procedural contradictions.

​Under the new Curaçao LOK (2024/2026) and Article 5.10, operators must maintain auditable systems. Denying receipt of documents that I have recorded myself uploading is a serious regulatory breach. I act in good faith and only request that my identity, which is clearly proven by my government ID, be accepted so I can proceed with my withdrawal.

Dear tio_xico7

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 Hadi (hadi.a@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,

Petra

Thank you so much petra! i will wait for updates

Dear tio_xico7,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Xon Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Xon Bet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear Hadi,

​I am providing a critical and urgent update. Today, May 23rd, marks exactly 18 days of an endless KYC loop since I initiated my withdrawal on May 5th.

​The day before yesterday (May 21st), the casino issued yet another rejection. This is the 8th consecutive rejection of my files. I am officially declaring on this thread that I will not continue to blindly upload documents to their platform.

​The documents already in their possession—including a high-resolution photo of my physical passport, a liveness selfie, and official proof of address matching my registration—are more than legally sufficient to satisfy standard Customer Due Diligence (CDD). The legitimate purpose of KYC is to verify identity; here, it is blatantly being used as a Systemic Payout Obstruction to block a €600 withdrawal.

​Furthermore, following the rejection of my case by the mediation body due to the operator (Inextro B.V.) failing to hold an active agreement with them (a direct breach of Article 5.3 of the LOK), I formally sent an email to the casino requesting the name of their contracted certified ADR provider. The casino has completely ignored my request and remains silent.

​A casino that stalls verification for 18 days, lies about document submissions, and refuses to disclose their legally mandated ADR provider is clearly operating in bad faith.

​I have already submitted all these forensic proofs to your email (petra.h@casino.guru). I refuse to participate in this circular trap any longer. I kindly request Casino Guru to intervene immediately, demand the release of my €600, and penalize this operator’s Safety Index for regulatory non-compliance.

Dear Hadi,

Please note that in order to complete the verification process POA (proof of address) must be provided.

We did not receive these documents.

We kindly ask the customer to upload the POA, for example, a utility bill will be accepted as POA. The document should be in a pdf format or a photo of the document (not a screenshot).

The document must have been issued within the last 3 months.

Kind regards,

Xon Bet Team

Dear Hadi,

​I am writing to strongly dispute and completely dismantle the false claims made by the Xon Bet representative. This is a documented, systematic attempt to stall my €600 payout through deliberate lies and procedural bad faith.

​1. The "Missing Documents" Lie Exposed by Their Own Manager:

The representative claims they 'did not receive these documents.' This is a blatant falsehood. I have already provided proof of an official email from Manager Francesca confirming: 'As I see, you have already uploaded the documents and they are being verified.' Falsely claiming that files are 'missing' or 'not received' to the mediator after their own management confirmed receipt is a clear violation of LOK Article 5.10 regarding system integrity and audit trails.

​2. Physical Passport Photo & ECB-Licensed Bank Statement (PDF):

​Passport: I did not upload a screenshot. I uploaded a high-resolution, full-page photograph of my physical, original passport showing all four corners clearly.

​Proof of Address (Revolut PDF): I uploaded my official Revolut Bank Statement in PDF format, downloaded directly from the application. Revolut Bank UAB is a fully regulated credit institution licensed by the European Central Bank (ECB). Denying a regulated ECB-licensed document while having accepted my deposits from that exact same account is a deceptive double-standard that violates the Casino Guru Fair Play Code.

​3. Irrefutable Forensic Video Proof Sent to Hadi:

Because the casino continues to lie about the upload status, I have recorded a full, forensic video of my exact upload process, showing the crystal-clear quality of my physical passport and my official Revolut PDF, and the successful submission on their portal. I have sent this video directly to you, Hadi, as undeniable proof of my full cooperation and the casino's fraudulent rejection tactics.

​4. Continuous Dodging of the Mandatory ADR Provider:

As you can see, the Xon Bet team completely dodges the request to identify their certified ADR provider. They have ignored my emails because they know they are operating in direct violation of Article 5.3 of the LOK, which mandates all licensed B2C operators to maintain an active, certified ADR agreement for independent player dispute resolution.

​I refuse to participate in this circular KYC loop any longer. Hadi, I request that you perform a manual audit of my submitted video and the Revolut PDF, and force the casino to release my €600 winnings immediately.

Dear tio_xico7,

Thank you for sending everything over. Have you already submitted the Revolut bank statement directly to the casino's KYC department?

Also, I understand this process has been frustrating, but at this stage let's focus on the documents the casino has specifically requested. That is the fastest way to move this forward.

I also want to address the points you raised. Regarding the ADR provider and the regulatory complaints, those are valid concerns, but they fall outside the scope of what we can action here. Our role is to mediate directly between you and the casino to get your withdrawal processed, and that is where we will focus our efforts. The fastest path to resolving this is completing the verification, so let's keep our attention there for now.

Ok thank you! Yes i already upload the revolout full extract pdf. I have send you a video doing the upload on the casino upload section for you to have proof, because they reject my verification a lot of times saying i didnt upload documents and isnt true. Please check your email to see the video for forensic proof.

Regards, Francisco ****

Hello haidi, they reject my verification, Here is their communication. They say they do not accept Revolut statements and are clearly insisting on utility bills, which makes no sense at all.

This Revolut document fully meets all the requirements for proof of address. I completely reject their response and I will not continue this endless upload loop. They already have all the sufficient documentation needed to validate the address on their side.

Dear Hadi,

Please note that in our previous communication we outlined the types of documents that may be accepted as proof of address (POA). Unfortunately, the Revolut statement submitted by the customer cannot be accepted for verification purposes.

We would also like to emphasize that the customer received detailed guidance regarding acceptable POA documents during a live chat consultation with our Customer Support representative.

To complete the verification process, we kindly ask the customer to upload one of the following documents (either in PDF format or as a clear photo of the original document; screenshots are not accepted):

• 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;
• TV service bills;
• Credit agreement;
• Certificate of residence (must be stamped and signed, or at minimum officially stamped);
• Bank statement issued within the last 90 days showing the customer’s full name and address (excluding Revolut statements);
• Fixed-line telephone bill;
• Official notifications from the police regarding fines, violations, etc.;
• Letters or invoices from insurance companies;
• Internet service bills;
• Health or social insurance documents;
• If residing in a rented property: a current rental or lease agreement signed by both parties, issued within the last 90 days, clearly showing the full name and address;
• Any other official letter or document displaying the customer’s full name and residential address.

As you can see, the list provides a wide range of acceptable options for completing the verification successfully.

Kind regards,

Xon Bet Team

Dear Hadi,

​They have rejected my documents once again. This is now the 10th rejection, and we are on Day 23 of this endless KYC loop since my withdrawal request of €600 on May 5th.

​After they repeatedly rejected my official Revolut statements, I decided to compromise—even though I am the only party acting in good faith here. Since their published rules explicitly claim they accept bank statements, I downloaded and submitted an official statement from Bankinter (my bank here in Portugal), issued less than 3 months ago as requested.

​To my absolute disbelief, they rejected this document as well, using the absurd excuse that 'it is a Spanish bank' (Bankinter has corporate roots in Spain but operates fully, officially, and legally as a registered retail bank in Portugal). I no longer know whether to laugh or cry. After 23 days of this procedural loop, and after submitting dozens of documents that more than prove my identity, they now reject a legitimate, regulated European bank statement because of the bank's national origins.

​If you are following my case personally, Hadi, I believe it is now glaringly obvious to everyone that this is a deliberate, bad-faith barrier designed solely to prevent me from withdrawing my €600. No matter what document I provide, they will always invent a generic, improper excuse to reject it. This is supposed to be a simple, standard address verification—yet they are using it as a tool for systemic payout obstruction. I have already forwarded you the email conversation where the casino explicitly rejects my Portuguese Bankinter statement for being a 'Spanish bank.'

​My patience is completely exhausted. I will no longer cooperate with this operator, and I will not upload any more of my highly sensitive, personal documents to their platform. I have already provided dozens of private, non-public files to an operator that acts in clear bad faith, and I cannot risk my personal data being handled or stored maliciously by them any longer.

​With this, I am officially ending my cooperation with XON Bet Casino. I kindly ask the Casino Guru team to close this complaint as Unresolved and apply the corresponding penalty to their Safety Index. They have had more than enough evidence to pay my winnings, and their refusal to do so should be permanently recorded against their reputation.

​Kind regards,

Francisco ****

Dear tio_xico7,

Thank you for sending everything over. Twenty-three days and ten rejections for a €600 withdrawal is genuinely unreasonable, and I hear your frustration.

Dear Xon Bet Casino,

The player submitted a bank statement from a licensed financial institution with a Portuguese branch registration, issued within the required 90-day window, showing the required name and address details. Your stated POA requirements list Revolut as the only excluded bank statement type. Could you explain which specific requirement in your POA policy this document fails to meet?

Dear Hadi,

The customer indicated that they are based in Portugal; however, the submitted bank statement was issued by a Spanish bank, which raised a discrepancy during the verification process. Therefore, we kindly request an alternative document for further review.

Also, the tax customs service schedule certificate has been provided as POA, which, unfortunately, can not be accepted.

We kindly ask the customer to provide a recent utility bill, which will allow us to complete the verification process.

Best regards,

Xon Bet Team

Do you see this, Hadi? They are rejecting my bank statement because the bank is Spanish, completely ignoring your clear message specifying that the bank clearly operates in Portugal. And it’s my actual bank, so there’s nothing I can do about it, especially since they also rejected Revolut…

Even so, I gave them one last chance. I went to the government website and downloaded a residency certificate, which is the document shown in the photo. In Xon Casino’s PoA policy, it says a certificate of address must be signed or at least stamped, so I did exactly that again and uploaded it.

To my surprise, this morning I received yet another rejection… According to Xon Casino, the document I submitted (which is literally the highest possible proof of address — an official address certificate signed by the Portuguese department) is apparently just a "schedule appointment" document.

I honestly don’t even know what else to say anymore. The photo of the document is there for your analysis — where exactly are they getting the idea that this is a schedule appointment?

Anyway, Hadi, I will not cooperate anymore or put any more documents in their hands, I guarantee you that. Either they approve the account with the documents they already have, or close this case and we move on with our lives.

I don’t see the slightest interest from them in cooperating or helping, and this has already been going on for a month. At this point I’ve probably just been scammed, so all that’s left is to accept it and never use this casino again.

Dear Xon Bet Casino,

The document the player most recently submitted is a "Certidão" issued by the Portuguese Tax and Customs Authority, signed and stamped by the Head of Finance of the Maia Finance Service, and containing a government validation code alongside the player's full name and registered address. Your stated POA requirements include certificates of residence that are stamped and signed. This document meets both conditions.

On the Bankinter statement: Bankinter operates as a fully licensed retail bank in Portugal under EU banking regulation. Describing it as a "Spanish bank" and rejecting it on that basis is not a standard KYC ground. Your POA policy excludes Revolut by name. Bankinter is not on that list.

Could you specify which requirement in your own POA policy either of these documents fails to satisfy?

Dear Hadi,

We can confirm that the customer's account is now verified. The withdrawal was processed on our side on 1 June 2026.

Kind regards,

Xon Bet Team

Dear tio_xico7,

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.

Hello, i can confirm now that the validation was compleate and the money was transferes to me.

I want thank you for the help in this case!

Thank you very much!

Dear tio_xico7, I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help. Also, I would like to thank the casino for their assistance with the issue!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Hadi

Casino Guru Team