Xon Bet Casino - El retiro del jugador se retrasa debido a problemas de KYC.

I made a deposit on the 30th April and had a with on the 1st of may. tried to make a withdrawal of 1200 also on the first then another withdrawal of 6000 later that day.

was asked for kyc verification to be sent in and have done so because the withdrawal cannot be processed without it. I have sent in all required documents two times now as they replied two days later saying documents were not accepted. but did not state which of them were wrong or not upto standard. so I did all new documents screenshots etcetera. but have heard nothing back since thursday and it's now tuesday. I cannot continue to play at this casino because my winnings are still sitting there and if my money drops under my withdrawal request then they are very quick to let me know that my withdrawal has been canceled. live chat keeps telling me to be patient and wait as they have a high work load but they also have nothing to do with verification as it is a different team who deals with that. overall very unhelpful and not sticking to there terms which states 48 hours for verification and withdrawals.

Dear 2412ew,

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 takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please advise 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?
• When was the last time you communicated with the casino regarding the problem with your verification?

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,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

still waiting for my withdrawal. but account is now verified as of three days ago but still no money into my skrill account or any progress either my withdrawal. live chat keep repeating themselves asking to be patient a d wait and the department who processes withdrawals gas a high workload atm. has been 11 days now since initial request.

my withdrawal is still pending as of 12/5. live chat keeps saying the same thing for me to be patient and wait.

Please forward me the screenshot of your withdrawal history so that we can check the date you requested the withdrawal. Thank you for your cooperation.

I was kyc verified on the 9th and re rived my first withdrawal on the 13th. the two failed withdrawals are because I cancelled them. still waiting in limbo for my other withdrawals or just some communication in regards to them would be nice. I feel this casino is doing stalling tactics hoping I will spend the money on my account. even tho I have requested withdrawals so long ago the money is still able to be spent untill they approve withdrawal. which would immediately cancel my withdrawal as soon as my balance drops below the requested withdrawal amount.

Still no progress on my current withdrawal. it has been 15 days since I requested it. live chat and email support keep on saying the same thing to me. that there is a high demand at the moment and they appreciate my patience and that they will pass my concerns on to the appropriate department. yet still no email from that department or any update on my withdrawal at all. it states in there terms and conditions 48 for withdrawals so I feel 15 days is just ridiculous with no actual communication from the withdrawal department nor am I able to contact them personally only live chat or email support who are not part of withdrawal department.

Thank you very much, 2412ew, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear 2412ew,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Xon Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Martina,

We're happy to inform you that the user's withdrawal has been processed.

Due to withdrawal limits on the site we would like to inform that the next withdrawal request can be processed from 26.05.

3.6.2. In cases where a Player's total winnings exceed five (5) times the total sum of their deposits, maximum withdrawal limit of 5,000 EUR (or equivalent in another currency) within a 30-day period.

Thank you Xon Bet Casino Team for the update!

Dear 2412ew, please let me know when you receive the money . Thank you

Dear 2412ew,

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,
Martina
Casino.Guru