Xon Bet Casino - La retirada del jugador se retrasa debido al rechazo de la documentación.

Hello,

I have made several deposits and claimed several bonuses.

Ultimately, I won a larger amount. After that, I fulfilled the wagering requirements until a payout was possible.

Verification was required for the payout.

As requested, and despite several rejections, I have uploaded the following data: a photo of my driver's license (front and back), my bank card (front and back), my driver's license next to my face, and my bank card next to my face. Furthermore, I have uploaded multiple images of my electricity bill from January 12, 2026, including my address, and a bank statement with my details, including several transactions to the casino.

My application was rejected several times, sometimes with dubious justifications:

The bank card has data on two sides and will not be accepted in this condition.

The bank statement has been scanned; it must be uploaded as an original PDF file.

The photo of the invoice is not accepted because a corner of the page is not visible.

I then uploaded 4 photos of the electricity bill, but it was rejected because it was supposedly older than 3 months, however the bill is from 12.1.2026 and therefore not 3 months old.

I then uploaded my bank statement from March directly as a PDF, several pages including several payments to the casino, including a payment of €50, which according to the casino would be sufficient for verification, however it was rejected again.

I have contacted customer service countless times without success. I only ever receive information about longer waiting times due to high customer demand.

I tried four times to upload the required documents for verification. Waiting times between verifications ranged from 48 hours to 5 days.

Unfortunately, I can't help myself anymore, and I came across their website by chance.

Had I found the reviews on their site beforehand, I would never have opened an account at the casino.

Hallo,

ich habe mehrere Einzahlung getätigt und mehrere Boni in Anspruch genommen.

Letztendlich habe ich dann einen höheren Betrag gewonnen. Danach habe ich die Umsatz ebedingung erfüllt, bis die Auszahlung möglich war.

Für die Auszahlung war eine Verifizierung nötig.

Ich habe wie gefordert und durch mehrere Ablehnungen erneut angefordert folgende Daten hochgeladen. Ein Foto von meinem Führerschein vorne und hinten, meine Bankkarte vorne und hinten, meinen Führerschein neben meinem Gesicht, meine Bankkarte neben meinem Gesicht hochgeladen. Desweiteren mehrfach ein Bild meiner Stromrechnung vom 12.01.2026 inklusive meiner Adresse, und einen Kontoauszug mit meine Daten inklusive mehreren Buchungen an das Casino.

Mehrfach wurden meine Unterlagen abgelehnt, teils mit dubiosen Begründungen:

Bankkarte hat Daten auf zwei Seiten, wird so nicht akzeptiert.

Kontoauszug wurde eingescannt, muß als original Datei via PDF hochgeladen werden.

Foto der Rechnung wird nicht akzeptiert weil eine Ecke vom Blatt nicht zu sehen ist.

Habe dann 4 Fotos der Stromrechnung hochgeladen, wurde dann abgelehnt da angeblich älter als 3 Monate, allerdings ist die Rechnung vom 12.01.2026 und somit keine 3 Monate alt.

Kontoauszug habe ich dann von März direkt als PDF hochgeladen, mehrere Seiten inklusive mehreren Zahlungen an das Casino, inklusive einer Zahlung in Höhe von 50.-€, welche laut Casino zur Verifizierung reichen würde, allerdings wurde es wieder abgelehnt.

Ich habe unzählige Male den Kundenservice kontaktiert, ohne Erfolg. Lediglich immer wieder nur Hinweise auf längere Wartezeiten wegen hoher Kundenanfragen.

Habe 4 mal versucht die geforderten Unterlagen für die Verifizierung hochzuladen. Wartezeiten zwischen den Verifizierungen lagen zwischen 48 Stunden und 5 Tagen.

Ich kann mir leider nicht mehr helfen, und bin durch Zufall auf ihre Seite aufmerksam geworden.

Hätte ich die Bewertungen auf ihrer Seite vorher gefunden, hätte ich niemals bei dem Casino ein Konto eröffnet.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me all the documents you uploaded, including photos of your ID, bank card, electricity bill, and bank statements, to veronika.f@casino.guru?
• Have you received emails from the casino stating the exact reason for each rejection? If so, could you forward those emails?
• When did the casino first request verification, and when did you complete your last upload?
• Did the casino provide any explanation beyond "document not acceptable"? For example, did they indicate formatting, file type, or content issues?
• Have any of your documents ever been approved by the casino, or were all rejected?

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

Hello,

Thank you very much for the feedback.

The casino currently wants to review the case again. I've been waiting for a result for four days now.

If nothing comes of it, I will contact you immediately with the details.

May I upload the data to your site?

Hallo,

vielen Dank für die Rückmeldung.

Aktuell wollte das Casino den Fall nochmals prüfen. Warte diesbezüglich aktuell schon wieder seit 4 Tagen auf ein Ergebnis.

Sollte da nichts rauskommen, melde ich mich umgehend bei Ihnen mit den Einzelheiten.

Darf ich bei Ihnen dann die Daten hochladen?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear barbie01,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika