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I have been trying to verify my account since April 27, 2025. They accepted my id but will not accept my deposit method documents. I keep submitting any documents I can and they get rejected two days later and then they ask for more information regarding the deposit method.

Dear Appi123,

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?
• Which payment method have you used to deposit in the casino, and how did you attempt to verify it?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

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 did send some documents to your email. I sent in my most recent documents 6 days ago and they are still in review.

yes I have tried and this is what I get.

Thanks for your reply.

Have you considered contacting your bank and requesting monthly statements from support?

Is it feasible for you to visit your bank branch and request physical account statements as proof of your payment method?

Please let me know.

Yes I have done that and waiting for it to be mailed. The casino is requesting the time in the statement which is not possible from my bank. So once submitted will most likely be declined again.

Thank you very much, Appi123, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Appi123,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Xon Bet Casino representative to join this conversation.

Dear Xon Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka,

I appreciate your help in resolving this complaint. 

The user was asked for a document to verify the Interac payment method. The documents the user provided were not accepted because the bank statement was incomplete.  We need to see the original bank statement in PDF format. 

To proceed with the verification, we ask the user to upload a PDF version of their bank statement where we can see the account holder's name and the deposit of 75 CAD to our site made on 27.04.25 via Interac. The statement should include all deposits made on that day and can not be cropped or edited in any way.

In case of questions, we will be happy to help. 

I ordered a bank statement from my bank that included all the transactions as requested and this was uploaded last week and was just declined this. It was a complete bank statement that was not altered in any way. Everything that was asked for was submitted. After chatting with them this morning they would accept the paper copy converted to pdf as they need it emailed. I was not set up for electronic statements therefore I waited 7 business days for my statement to come through Canada post. I cannot get an email copy. I sent all my transactions from April 24-30.

Thank you for your confirmation, Appi123.

Please notify me, when you receive any update from the casino.

They have told me that my document is the correct document which I submitted as a pdf but it has to be an electronic statement which I cannot get and makes no sense why my pdf cannot be accepted if it's the correct document. They will not verify me until I get an electronic statement which I cannot do.

Dear Appi123,

Since it is an unusual situation, that a bank does not provide bank statements in PDF, please request an official statement from your bank, that would confirm, they do not issue bank statement or transaction histories in electronic format.

Thank you.

I provided them with an official bank statement. It was mailed to me and I submitted it in pdf form. I requested this from my bank and it took 7 business days to be mailed to me. I submitted 2 pages with all my transactions from April 24-30 and all the information they requested was on the statement. They told me this is the correct document but now they are requesting it electronically which I have already asked my bank for and CANNOT get. The only way for me to get a statement was to have it mailed and I did that.

Dear Appi123,

As mentioned earlier, I would need to have an official written confirmation from your bank stating, that they do not provide these types of documents.

Please note, that cooperation from your side is needed in order to proceed with the resolution of your case.

I provided the casino with a pdf copy

of my bank statement already.

Dear Xon Bet Casino,

Could you please confirm, if player's submitted document has been sufficient for verification purposes?

Thank you.

Dear Mirka,

The last time the user's documents were checked was on 03.06. The document was rejected because the user uploaded an incomplete scan of the bank statement. We requested from him the original bank statement without editing in PDF format with all deposits for the day of 27.04 with his name.

Dear Appi123,

If you believe, you provided the casino with document in the requested form, feel free to send it to miroslava.d@casino.guru for review.

Thank you.

Emailed to you.

I was told today by the casino that the document is correct but they want all pages 1-4. I submitted pages 3-4 which show all of the transactions I made at there casino plus more. It has all the required information. The casino does not need the entire month on my transactions.

Dear Appi123,

According to your messages, I was under the impression, that you have provided the casino with an original pdf, as required. If you are really unable to obtain an original, unedited bank statement in electronic form, please act accordingly to my previous request:

As mentioned earlier, I would need to have an official written confirmation from your bank stating, that they do not provide these types of documents.

Please note, that cooperation from your side is needed in order to proceed with the resolution of your case.

If the casino did not mind the form, in which the document was submitted, please comply to their requirements, and provide them full month's statement. It is a standard practise, that casinos require bank statements for longer periods of time, and it is an inarguable requirement, that the verification documents should be unedited.

I did provide the casino with the original pdf. I just did not provide pages 1 and 2 as any transactions from my account prior to April 27 is none of their business.

I have been verified at multiple casinos in the past. I have never had this much trouble. I have provided this casino over and above what I have ever needed to provide. I have been trying to verify since April 27. I have provided every single bit of proof that I have and they decline everything.

Dear Appi123,

As mentioned earlier, it is an inarguable requirement, that the verification documents should be unedited.

Please note, that your cooperation with the casino and Casino.Guru team is needed to proceed with the resolution of the complaint, that is why I would advise you to submit the whole unedited 4 page document to the casino. When you will be able to do so, please notify me.

I submitted two full pages showing all

the transactions they requested. What I spent

out Of my account at the beginning of the month and nobody's business. This is crazy to me and I have never had to do this.

Dear Appi123,

As mentioned earlier, without your cooperation, we are unable to help you in resolution of this case.

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

You can close this case. I sent in over two weeks of transactions when I only made transactions on one day. I ordered i statement from my bank that took 7 business days to come and have already shredded it. I am in a bit of disbelief that this isn't a valid complaint and you aren't willing to help. Not sure why they would need more than what I provided. Close the case. I will deal with it myself.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino.