Xon Bet Casino - Proces povlačenja igrača je odložen zbog čekanja na verifikaciju.

Hi, I've managed to accumulate over €1000. Now I'd like to withdraw it.

The certification process is taking a very long time!

It's been going on for 14 days now! The first documents were partially rejected after a 6-day wait. Then, of course, I submitted the requested documents. And now, almost a week later, I contacted support again, just like the first time. The response was that they would now forward the documents to the department. AFTER I CONTACTED THEM!!!!

What should I do now?

Of course I will submit what they request and will remain calm and professional. But how often can they do this? Or rather, for how long?

That's very annoying.

Regards, Steff

Hallo ich habe es geschafft auf über 1000€ zu kommen. Jetzt möchte ich auszahlen.

Die Zertifizierung zieht sich sehr in die länge!

Es geht jetzt schon seit 14tage! Die ersten Dokumente wurden teilweise abgelehnt nach 6 Tage warten. Dann natürlich die geforderten Dokumente nach gereicht. Und jetzt wieder nach fast einer Woche habe ich den Support angeschrieben, wie auch beim ersten Versuch. Die Antwort lautet dann sie werden jetzt die Dokumente an die Abteilung weiter leiten. NACHDEM ICH SIE ANGESCHRIEBEN HABE!!!!

Was soll ich jetzt machen?

Natürlich werde ich das einreichen was sie verlangen und bleibe natürlich auch immer ruhig und professionell. Aber wie oft können die das machen? Bzw wie lang?

Das ist sehr ärgerlich

MfG Steff

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.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

So, I contacted support yesterday, and apparently they were missing a suitable selfie with my ID. I uploaded that, and just to be safe, I took and uploaded selfies with several devices. That was Tuesday evening, so I'll contact support again on Thursday evening.

Also ich habe gestern mit dem Support geschrieben, und es fehlte wohl ein geeignetes Selfie Foto mit personalausweis. Das habe ich hoch geldaden und zur Sicherheit habe ich mit mehreren Geräten ein Selfie gemacht und hoch geladen. Das war am Dienstag Abend also werde ich den Support am Donnerstag Abend erneut anschreiben.

Thank you for the update. Have you received any response from the casino customer support regarding your verification status? Has your account been verified in the meantime, or are you experiencing any additional difficulties?

Dear Steffbra,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru