Xon Bet Casino - El jugador está frustrado con el proceso de verificación de identidad.

It not a real casino. They ask proof of identity and paiement, but they accept anything until you become completely discouraged and you give up. That’s I did understand after one month. I had won 2000$ and I just wanted mentally relaxe and I played all for put my account at 0 and leave.

Dear Pppmmm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list 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?
• Could you please confirm what your withdrawable balance is in the casino?

Thank you in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I know very well that verification is necessary, it is not the first time I play in my life and you are neither the first casino nor the only one where I play. I am able to recognize casinos are serious and not serious. Not just once but several times, I sent you my clear proof of resistance, we saw all my data, my passport, the only one I hid was not a signature because you don't need to have my signature. A selfie with my passport in hand. For proof of payment, I had sent the screenshots of the email received from Interac with the amount, the date and my full name in bold written that the transfer was confirmed and also my bank that had an email to confirm and everything was sent to me directly. You didn't accept them. Thursday finally the amount of the bank statement of the month came out and I will send my bank statement by hiding the sensitive information of my account and other expenses (entry and exit of money) by leaving the transfer that concerned you, you refused it right away and there you asked me to provide the 4 proofs again!!! All this took a month, after a month I am told that all flow nothing is correct and everything is sent back. My brain smoked and exploded!!!! I understood that I will never have this money, so I played everything anyway to lose and never hear from you again!!!! I have all the documents I sent you and you also have them. Guru could well judge whether they are correct or not.

Another thing I would also like to emphasize, we play for fun, but my pleasure is turned into nightmare, anger and frustration after playing casino glass! $2000 is a good amount that I had the chance to win, but when you refused to pay me, bother me with your repetitive requests for documents and I no longer knew what to do with an online casino, you don't see anyone, you don't talk directly with anyone and they are the ones who have total control over your money to pay you or not to pay you, it's very frustrating!!! It plays a lot with your mind, causes a lot of frustration in you!! This is my case, I live so much stress and anger because of this!! 4 or 5 times I sent all the documents you requested, exactly the same that I send to other casinos too and immediately after I am paid, but you refused them all!! Ask me again and again to hide any information and send everything! I even did this despite putting my sensitive information at risk! You are really merciless! I do not recommend your casino to anyone!

Correction: after playing at your casino.

Thanks for your reply.

I apologize for any misunderstanding; however, we, Casino.Guru, might not confront the casino regarding the verification process, nor intervene on your behalf after you have played down your funds.

I can only recommend that you don't play your winnings and try to contact us again if you face a similar situation. I hope you won't encounter a similar situation again.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.