Xon Bet Casino - Игрок еще не получил свой выигрыш.

Since March 2nd, I have been waiting for the payout of my winnings totaling €26,600. An initial test payout of €150 has already been successfully processed, proving that my account has been accepted in principle.

Since then, I've been given the runaround regarding the remaining amount (currently €5,000 requested). Today, March 14th, I received another email from a manager named Julie, claiming that verification takes 48 hours. These 48 hours have already passed several times since March 2nd.

This is clearly a deliberate stalling tactic to prevent the disbursement of a large sum of money. I have submitted all the necessary documents and demand immediate processing and payment of the full €26,600.

​Seit dem 02.03. warte ich auf die Auszahlung meiner Gewinne von insgesamt 26.600 Euro. Eine erste Test-Auszahlung von 150 Euro wurde bereits erfolgreich durchgeführt, was beweist, dass mein Konto grundsätzlich akzeptiert wurde.

​Seitdem werde ich für die restliche Summe (aktuell 5.000 Euro beantragt) nur noch hingehalten. Ich habe heute am 14.03. erneut eine E-Mail von einer Managerin namens Julie erhalten, die behauptet, die Verifizierung dauere 48 Stunden. Diese 48 Stunden sind seit dem 02.03. bereits mehrfach verstrichen.

​Es handelt sich hier offensichtlich um eine bewusste Hinhaltetaktik, um die Auszahlung einer hohen Summe zu verhindern. Ich habe alle Dokumente eingereicht und fordere die sofortige Bearbeitung und Auszahlung der gesamten 26.600 Euro.

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.

Dear Mario1401,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The casino has rejected my documents again and is demanding verification for the fourth time. This is completely unjustified, as the exact same documents were already required for an initial withdrawal of €120. The € were accepted. My account was therefore already verified. This is clearly a delaying tactic to prevent the payout of the remaining €26,600. I ask the CasinoGuru team to take this behavior into account when evaluating the case.

Das Casino hat meine Dokumente nun erneut abgelehnt und verlangt zum vierten Mal eine Verifizierung. Dies ist völlig unbegründet, da exakt dieselben Dokumente bereits für eine erste Auszahlung von 120€ akzeptiert wurden. Mein Konto war also bereits verifiziert. Es handelt sich hierbei offensichtlich um eine reine Hinhaltetaktik, um die Auszahlung der verbleibenden 26.600 € zu verhindern. Ich bitte das CasinoGuru-Team, dieses Verhalten in der Bewertung des Falls zu berücksichtigen

Dear Mario1401,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Reply to CasinoGuru:

"Hello Karla, no, unfortunately the problem is absolutely not resolved. On the contrary: The casino rejected my documents again today, even though my account was already successfully verified for an initial withdrawal (€120). There is no progress; the withdrawal of €26,600 continues to be blocked without any comprehensible reason. I therefore urge you to officially contact the casino now and request an explanation."

​Antwort an CasinoGuru:

​"Hallo Karla, nein, das Problem ist leider absolut nicht gelöst. Im Gegenteil: Das Casino hat meine Dokumente heute zum wiederholten Male abgelehnt, obwohl mein Konto bereits für eine erste Auszahlung (120€) erfolgreich verifiziert war. Es gibt keine Fortschritte, die Auszahlung der 26.600 € wird weiterhin ohne nachvollziehbaren Grund blockiert. Ich bitte Sie daher dringend, das Casino jetzt offiziell zu kontaktieren und um eine Stellungnahme zu bitten."

"Hello Karla, no, the problem is absolutely not solved. On the contrary: the casino has rejected my documents again. I am still waiting for the payout of €26,600. Please contact the casino, as my evidence (€120 Revolut payment) is clear. I need your help to move forward with this."

​"Hallo Karla, nein, das Problem ist absolut nicht gelöst. Im Gegenteil: Das Casino hat meine Dokumente erneut abgelehnt. Ich warte weiterhin auf die Auszahlung von 26.600 €. Bitte setzen Sie sich mit dem Casino in Verbindung, da meine Beweise (120 € Revolut-Zahlung) eindeutig sind. Ich brauche Ihre Hilfe, um hier weiterzukommen."

"Hello Karla,

I've looked at the casino's email again carefully. In this email (points 1 and 2), the casino lists my exact card number (Revolut) and my complete IBAN (LT...).

This proves two things:

The casino already has all my data in its system.

They have already paid me €120 based on exactly this data.

It is therefore completely illogical that my documents are suddenly no longer sufficient for the €26,600. This is a pure delaying tactic. I urge you to confront the casino directly with this contradiction: Why is the same information good enough for €120, but supposedly not verified for €26,600?

Thank you so much for your help!

​"Hallo Karla,

​ich habe mir die Mail des Casinos noch einmal genau angesehen. In dieser Mail (Punkt 1 und 2) listet das Casino meine exakte Kartennummer (Revolut) und meine vollständige IBAN (LT...) auf.

​Das beweist zwei Dinge:

​Das Casino hat meine Daten bereits vollständig im System.

​Sie haben mir auf genau diese Daten bereits 120 € ausgezahlt.

​Es ist also völlig unlogisch, dass meine Dokumente für die 26.600 € jetzt plötzlich nicht mehr ausreichen sollen. Das ist eine reine Verzögerungstaktik. Ich bitte Sie, das Casino direkt mit diesem Widerspruch zu konfrontieren: Warum sind dieselben Daten für 120 € gut genug, aber für 26.600 € angeblich nicht verifiziert?

​Vielen Dank für Ihre Hilfe!"

Dear Mario1401, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

"Hello Karla, thank you for your feedback. I have just provided the requested answers and sent you all the evidence (emails from the casino confirming my IBAN/card details, as well as proof of the €120 withdrawal already processed) directly via email to [email protected] sent.

For your information: No active bonus was used (the bonus was fully wagered) and only casino games were played. I am now awaiting your review.

"Hallo Karla, vielen Dank für die Rückmeldung. Ich habe die geforderten Antworten soeben gegeben und Ihnen alle Beweise (E-Mails vom Casino mit Bestätigung meiner IBAN/Karte sowie den Beleg über die bereits erfolgte 120 € Auszahlung) direkt per E-Mail an [email protected] geschickt.

​Zur Info: Es wurde kein aktiver Bonus genutzt (Bonus wurde komplett ausgespielt) und es wurden nur Casinospiele gespielt. Ich warte nun auf Ihre Prüfung."

Dear Mario1401,

Thank you for your update and for providing all the supporting documents.

To better understand your situation, I would like to clarify a couple of points:

Could you please confirm whether the bonus you mentioned has been fully completed and all wagering requirements have been met?

Also, could you specify how much of your total winnings has already been successfully processed and paid out to you so far?

Thank you very much in advance for your reply. I look forward to your clarification so we can proceed further with your case.

Karla

"Hello Karla, thank you very much for your quick reply on Monday morning. Here are the details regarding your questions:"

Bonus: Yes, I hereby confirm that the bonus has been fully credited and that I have fulfilled all wagering requirements 100%. At the time of winning, the bonus had already been completely converted into real money. I have not violated any bonus rules.

Amount already paid out: So far, only €120 has been successfully processed and paid out to me (to my card ...8857 / IBAN ...4425). The entire remaining amount of €26,600 is blocked by the casino, citing allegedly missing verification, even though the €120 has already been transferred using the same method.

I hope this information helps you to now complain directly to the casino about the case.

„Hallo Karla, vielen Dank für die schnelle Rückmeldung am Montagmorgen. Hier sind die Details zu Ihren Fragen:

​Bonus: Ja, ich bestätige hiermit, dass der Bonus vollständig gutgeschrieben wurde und ich alle Umsatzbedingungen zu 100 % erfüllt habe. Zum Zeitpunkt des Gewinns war der Bonus bereits komplett in Echtgeld umgewandelt. Ich habe gegen keine Bonusregeln verstoßen.

​Bereits ausgezahlter Betrag: Bisher wurden lediglich 120 € erfolgreich bearbeitet und an mich ausgezahlt (auf meine Karte ...8857 / IBAN ...4425). Der gesamte Restbetrag von 26.600 € wird vom Casino mit Verweis auf die angeblich fehlende Verifizierung blockiert, obwohl die 120 € bereits über dieselbe Methode fließen konnten.

​Ich hoffe, diese Informationen helfen Ihnen, den Fall nun direkt beim Casino zu beanstanden."

"Hello Karla,

I just wanted to give you an important update: The casino sent me the exact same standard email again today with the absurd demands (police letters, etc.).

This proves to me that they are simply ignoring my previous submissions and the fact that they have already paid me €150. They are sending me the same text for the second time to buy time.

I have attached screenshots of today's email so you can see that nothing is happening.

Best regards,

Mario

​„Hallo Karla,

​ich wollte Ihnen nur ein wichtiges Update geben: Das Casino hat mir heute exakt dieselbe Standard-E-Mail mit den absurden Forderungen (Polizeibriefe etc.) noch einmal geschickt.

​Das beweist für mich, dass sie meine bisherigen Einsendungen und die Tatsache, dass sie mir bereits 150 € ausgezahlt haben, einfach ignorieren. Sie schicken mir zum zweiten Mal denselben Text, um Zeit zu schinden.

​Ich habe Ihnen die Screenshots der heutigen Mail angehängt, damit Sie sehen, dass sich nichts bewegt.

​Beste Grüße,

Mario

Dear Mario1401,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Lucka, [email protected] . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Mario1401,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Xon Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Lucia,

The user's documents were last checked on March 16, and they have not uploaded any new documents since then.

The user has been asked to provide the following documents:

- A selfie with an ID document – we ask the user to take a selfie with their ID document to ensure the photo is clear and all information is legible; we also ask that the document not cover the user's face

- Proof of address - we ask to provide an official document issued no more than 3 months ago that includes your first name, last name, and residential address. It is important to note that the residential address cannot be verified using the same document used to verify the user's identity or payment method.

- Document to verify the bank card payment method - We ask the user to upload a photo of the bank card or a PDF account statement showing the card number and the cardholder’s first and last name on the same page. In this user’s case, this information was on two different pages, so the document was rejected. 

- Document to verify the bank account: We ask the user to upload a screenshot from their online banking system or a bank statement. We need to see the user's account number and the account holder's name. 

We ask the user to upload all of the above documents to the verification window, and we will review them as soon as possible.

If you have any questions, we’d be happy to help. 

"Hello Lucia,

As announced, I have just re-uploaded the documents requested by the casino (selfie, proof of address and bank confirmation with name and IBAN on one page).

The casino has now indicated a processing time of 24-48 hours (see attached screenshot). Since the casino claimed in its message that I haven't submitted anything since March 16th, I would like to clarify that I consider any further delays to be pure harassment.

I have fulfilled all the conditions and am now waiting for confirmation and payment of my real money winnings.

​"Hallo Lucia,

​wie angekündigt habe ich die vom Casino geforderten Dokumente (Selfie, Adressnachweis und die Bankbestätigung mit Name und IBAN auf einer Seite) soeben erneut hochgeladen.

​Das Casino hat mir nun eine Bearbeitungszeit von 24-48 Stunden angezeigt (siehe beigefügten Screenshot). Da das Casino in seiner Nachricht behauptet hat, ich hätte seit dem 16. März nichts mehr eingereicht, möchte ich hiermit klarstellen, dass ich ab jetzt jede weitere Verzögerung als reine Schikane betrachte.

​Ich habe alle Bedingungen erfüllt und warte nun auf die Bestätigung und die Auszahlung meines Echtgeld-Gewinns."

Dear parties,

thank you both for updating us on the matter. Please let us know when any new developments arise.

"Hi Lucia, just a quick update: The casino sent me another rejection of my documents today (within your 7-day period), without giving a reason. I've attached a screenshot of today's email. It's obvious they don't intend to resolve the issue, but are just continuing to harass me."

​"Hallo Lucia, nur ein kurzes Update: Das Casino hat mir heute (innerhalb Ihrer 7-Tage-Frist) bereits wieder eine Ablehnung der Dokumente geschickt, ohne einen Grund zu nennen. Ich hänge den Screenshot der heutigen Mail an. Es ist offensichtlich, dass sie nicht vorhaben, das Problem zu lösen, sondern mich nur weiter schikanieren."

Dear Lucia,

Please note that the user's documents were rejected because they did not meet the requirements.

- Proof of address document - incorrect document type; the user uploaded a printed document from Revolut, which cannot be accepted. We ask the user to provide a document from the list (our support team sent the user this list)

- Document to verify the bank card payment method - the name and card number are on different sides. We ask the user to upload the PDF account statement showing the card number and the cardholder’s first and last name on the same page. This statement should also show a deposit made to our website on February 27 in the amount of 20 euros. 

-Document to verify the bank account: The document was rejected because the user provided us with a copy. We ask the user to upload the original document

"Hello Lucia,

I am writing to update you on the current status of your complaint. I have just sent you all the requested documents privately via email (ID card, current Revolut account confirmation, and Freenet bill).

Very important: I also sent you proof in the email that the casino's demand for proof of a €20 transaction from February 27, 2026, is completely fabricated. My official bank statement for that day proves that this transaction never occurred.

These are standardized, legally valid documents that are readily accepted by any reputable provider and bank for identity verification (KYC). The fact that this casino rejects them and instead invents fictitious transactions clearly demonstrates their fraudulent intent to withhold my €26,600.

Please check my email containing the evidence.

"Hallo Lucia,

​ich beziehe mich auf den aktuellen Status der Beschwerde. Ich habe Ihnen soeben alle geforderten Dokumente privat per E-Mail geschickt (Personalausweis, aktuelle Revolut-Kontobestätigung und Freenet-Rechnung).

​Ganz wichtig: Ich habe Ihnen in der E-Mail auch den Beweis geschickt, dass die Forderung des Casinos nach einem Nachweis über 20 € vom 27.02.2026 völlig erfunden ist. Mein offizieller Kontoauszug für diesen Tag beweist, dass es diese Transaktion nie gegeben hat.

​Es handelt sich um standardisierte, rechtskräftige Dokumente, die bei jedem seriösen Anbieter und jeder Bank problemlos zur Identitätsprüfung (KYC) anerkannt werden. Dass dieses Casino sie trotzdem ablehnt und stattdessen fiktive Transaktionen erfindet, zeigt eindeutig die betrügerische Absicht, meine 26.600 € einzubehalten.

​Bitte prüfen Sie meine E-Mail mit den Beweisen."

Dear Mario1401,

I sent you an email. Please check your inbox.

Thank you.

"Hello Lucia, thank you for your message. I have just replied to you in detail by email and attached all the requested documents as original PDF files (including the Freenet invoice). Furthermore, I clarified in the email that the deposit claimed by the casino on February 27th demonstrably never took place. Please check your inbox."

​"Hallo Lucia, vielen Dank für die Nachricht. Ich habe Ihnen soeben ausführlich per E-Mail geantwortet und alle geforderten Dokumente als Original-PDF-Dateien (einschließlich der Freenet-Rechnung) angehängt. Zudem habe ich in der Mail klargestellt, dass die vom Casino behauptete Einzahlung vom 27.02. nachweislich nie stattgefunden hat. Bitte prüfen Sie Ihren Posteingang.

Dear Xon Bet Casino,

I sent you an email. Please check your inbox.

Thank you.

Dear Lucia,

The reply to your email has been sent. Please check. Thank you

Dear Mario1401,

I wanted to provide you with an update regarding the recent response we received from the casino.

The casino has confirmed that all requested documents need to be uploaded directly through their platform to facilitate the verification process.

For further details, please refer to the email I sent you. Kindly check your inbox at your earliest convenience. Thank you for your attention to this matter.

I tried to re-upload the documents, but the system confirmed they were already on file. The casino's claim regarding a €20 deposit is completely fabricated – my bank statements prove otherwise. I have now been waiting for over a month for my rightful winnings.

Ich habe versucht, die Dokumente erneut hochzuladen, aber das System bestätigt, dass sie bereits vorliegen. Die Behauptung des Casinos bezüglich einer 20 € Einzahlung ist absolut erfunden – meine Bankbelege beweisen das Gegenteil. Ich warte nun seit über einem Monat auf meine rechtmäßigen Gewinne

Dear Xon Bet Casino Team,

I would greatly appreciate it if you could provide clarification regarding the current status of the verification process for the player. Additionally, could you please inform us whether any documents are currently being validated, as the player is unable to upload new documents at this time?

Dear Lucia,

Now, the user can upload the requested documents. We are kindly waiting for it.

"That's a blatant lie. I've already uploaded the requested documents (Revolut statement and Freenet bill). My account status even shows the message: 'The same file has already been uploaded'."

At the same time, the casino is sending me new demands via email, claiming the PDFs aren't sufficient, while here in the forum they're pretending they're just waiting for the upload. This is a deliberate delaying tactic to prevent the payout of €26,600. Lucia, I've already forwarded all the evidence and the casino's contradictory emails to you.

"Das ist eine glatte Lüge. Ich habe die geforderten Dokumente (Revolut-Auszug und Freenet-Rechnung) bereits hochgeladen. Mein Account Status zeigt sogar die Meldung: 'Die gleiche Datei wurde bereits hochgeladen'.

​Gleichzeitig schickt mir das Casino per E-Mail neue Forderungen und behauptet, die PDFs würden nicht ausreichen, während sie hier im Forum so tun, als würden sie nur auf den Upload warten. Das ist eine bewusste Verzögerungstaktik, um die Auszahlung von 26.600 € zu verhindern. Lucia, ich habe dir alle Beweise und die widersprüchlichen E-Mails des Casinos bereits per Mail weitergeleitet."

Dear Xon Bet Casino Team,

We kindly ask you to provide an update regarding the current status of the player’s verification.

Could you please confirm whether you have received the Revolut statement and the Freenet bill, as mentioned by the player? Additionally, we would appreciate it if you could clarify whether there are any issues with these documents.

If there are specific concerns or reasons why the submitted documents may not be sufficient, please provide detailed information so that the player can clearly understand what is required and avoid any further confusion.

At the moment, there appears to be a miscommunication between all parties involved, and your clarification would greatly help in resolving the matter efficiently.

Thank you in advance for your cooperation.

Hello Lucia, hello Xon Bet Team,

I would like to briefly comment on the current situation. I have now been waiting for over 45 days for my rightful payout of €26,600. Despite Lucia's clear request on Monday, the casino continues to ignore the facts and let the timer expire again without any response.

I would like to emphasize that I submitted all documents (Revolut confirmation, Freenet invoice as PDF, etc.) multiple times and in the best possible quality. Since the casino is apparently stalling, I am already preparing an official complaint to the GCB (Gaming Control Board Curacao) in case of further delays after this timer expires.

I have complete confidence in Lucia's work, but my patience has run out. I will not agree to any further extensions if the casino lets these 7 days pass unused again. I now expect a final decision.

Hallo Lucia, hallo Xon Bet Team,

​ich möchte mich kurz zum aktuellen Stand äußern. Ich warte nun seit über 45 Tagen auf meine rechtmäßige Auszahlung von 26.600 €. Trotz Lucias klarer Aufforderung vom Montag ignoriert das Casino weiterhin die Tatsachen und lässt den Timer erneut ohne Reaktion verstreichen.

​Ich möchte betonen, dass ich alle Dokumente (Revolut-Bestätigung, Freenet-Rechnung als PDF etc.) mehrfach und in bester Qualität eingereicht habe. Da das Casino offenbar auf Zeit spielt, bereite ich für den Fall einer weiteren Verzögerung nach Ablauf dieses Timers bereits die offizielle Beschwerde bei der GCB (Gaming Control Board Curacao) vor.

​Ich habe volles Vertrauen in Lucias Arbeit, aber meine Geduld ist am Ende. Ich werde keiner weiteren Fristverlängerung zustimmen, sollte das Casino diese 7 Tage erneut ungenutzt verstreichen lassen. Ich erwarte jetzt eine endgültige Entscheidung.

Dear Lucia,

Documents issued by fintech institutions are not considered sufficiently reliable, as they often fail to confirm the actual place of residence.

Not all financial institutions apply the same standards of client data verification. In the case of certain digital banks, variations in identification procedures may affect the reliability of the information provided, particularly with regard to residential addresses. Furthermore, documents issued by such institutions are frequently in electronic form and can be easily modified, which raises concerns about their authenticity.

The customer has also submitted a mobile service bill, which is likewise not regarded as a reliable proof of residence. In addition, this document is provided in electronic format. As an alternative, the customer may submit a landline telephone bill, as such services are typically tied directly to a fixed address.

We do not restrict the customer from completing the verification process; however, we require the submission of documents that meet the established criteria. Acceptable proof of residence should ideally consist of documents delivered to the declared address. Utility bills, tax statements, or official correspondence include a physical delivery address and are considered the most reliable forms of address verification.

Best regards,

Xon Bet Team

"I now have the official government-issued proof of address (notice dated April 13, 2026). Since it contains private data, I have redacted sensitive information such as bank account details and amounts – however, my name and address are clearly legible. I am now uploading the document here privately."

I'm reminding the casino once again: You have already successfully paid out to my Revolut account. The address is now confirmed. There are no more excuses. Please process the payment to my Revolut account.

​"Ich habe den offiziellen staatlichen Adressnachweis (Bescheid vom 13.04.2026) jetzt vorliegen. Da er private Daten enthält, habe ich sensible Informationen wie Kontoverbindung und Beträge geschwärzt – mein Name und die Adresse sind aber klar lesbar. Ich lade das Dokument jetzt hier privat hoch.

​Ich erinnere das Casino nochmals daran: Ihr habt bereits erfolgreich auf mein Revolut-Konto ausgezahlt. Die Adresse ist nun bestätigt. Es gibt keine Ausreden mehr. Bitte veranlassen Sie die Auszahlung auf mein Revolut-Konto."

Dear Xon Bet Casino Team,

Could you please inform us whether the recently submitted document is sufficient to complete the verification process? Thank you for your assistance.

"Hello Lucia, thank you for the update. However, I ask for your understanding: I have been waiting for over a month for €26,600. The uploaded notification is dated April 13, 2026, and is an official government document. I cannot understand why the casino is given another 7 days for this. I expect that my address is now finally confirmed and the payout will finally be processed."

"Hallo Lucia, danke für das Update. Aber ich bitte um Verständnis: Ich warte seit über einem Monat auf 26.600 €. Der hochgeladene Bescheid ist vom 13.04.2026 und ein offizielles staatliches Dokument. Ich kann nicht verstehen, warum das Casino hierfür wieder 7 Tage Zeit bekommt. Ich erwarte, dass meine Adresse damit nun final bestätigt ist und die Auszahlung endlich bearbeitet wird.

Dear Mario1401,

I fully understand your frustration and concerns, especially given the time that has already passed.

Please allow me to clarify that the 7-day timeframe is part of Casino Guru’s standard policy. It is designed to ensure that all involved parties are given equal time to review the case, gather the necessary information, and provide a comprehensive response. In some cases, this period may be extended to 14 days if additional time is required.

This approach helps us maintain a fair and transparent process for everyone involved. We appreciate your patience and understanding while we work toward resolving your case.

Dear Lucia,

Please note that we can not accept edited documents and screenshots.

We kindly ask the customer to upload one of the following documents to our platform:

Please upload:

— Document confirming your address – Upload an official document that is no more than 3 months old and shows your name and residential address.

List of acceptable documents for address verification:

Utility bill – A utility bill from your local authority for services such as gas, electricity, water, sewage, etc.;

A government-issued letter regarding tax benefits (tax assessment) or a local tax bill (e.g., municipal tax) valid for the current year;

Home insurance documents;

TV bills;

Loan agreement;

Proof of residence (must be stamped and signed, or at least stamped);

Bank statement no more than 90 days old, showing your name and address;

Landline telephone bill;

Police notices regarding fines, violations, etc.;

Letters or invoices from insurance companies;

Internet bills;

Health/social security documents;

If you live in rented accommodation – current lease agreement signed by both parties, no more than 90 days old, and showing your full name and address;

Please note that we only accept original photos or original PDF files of documents. We regret that we cannot accept scanned documents.

"Hello Lucia,

I've finally had enough of this charade. I've submitted all the required documents – my ID, proof of payment, and official address verification – multiple times as original photos. I'm adhering precisely to the casino's list of accepted documents, yet every submission is rejected with generic, standard excuses.

What I absolutely cannot understand is this: The casino has already successfully processed a payout to me. At that point, my account was clearly sufficiently verified. The fact that now, when a larger sum (€26,600) is involved, every single document is suddenly being questioned is pure harassment.

This is no longer a regular process, but a deliberate obstruction. I have fulfilled my duty to cooperate 100%. Lucia, I expect decisive action from you now. Please demand that the casino stop these games, or mark this case as unresolved. I'm not going to put up with this back and forth any longer.

​"Hallo Lucia,

​ich habe nun endgültig genug von diesem Theater. Ich habe alle geforderten Dokumente – meinen Ausweis, meine Zahlungswege und offizielle Adressnachweise – mehrfach als Original-Fotos eingereicht. Ich halte mich exakt an die Liste der erlaubten Dokumente des Casinos, doch jede Einreichung wird mit pauschalen Standard-Ausreden abgelehnt.

​Was ich absolut nicht nachvollziehen kann: Das Casino hat bereits eine Auszahlung an mich erfolgreich getätigt. Zu diesem Zeitpunkt war mein Konto also offensichtlich ausreichend verifiziert. Dass jetzt, wo es um eine größere Summe (26.600 €) geht, plötzlich jedes Dokument angezweifelt wird, ist reine Schikane.

​Das ist kein regulärer Prozess mehr, sondern eine bewusste Blockade. Ich habe meine Mitwirkungspflicht zu 100 % erfüllt. Lucia, ich erwarte von Ihnen jetzt ein klares Eingreifen. Bitte fordern Sie das Casino auf, die Spielchen zu beenden, oder markieren Sie diesen Fall als ungelöst. Ich mache dieses Hin und Her nicht mehr mit."

Dear Xon Bet Casino Team,

We would like you to kindly clarify whether a letter issued by the Jobcenter Elbe-Elster would be accepted as a valid proof of address, provided that the player submits the original, unedited document.

As this document is issued by a government authority, it clearly displays the recipient’s full name, current residential address, and the official details of the issuing institution. Based on the document requirements outlined in your verification guidelines (particularly the acceptance of government-issued correspondence) we believe that such a letter should meet the necessary criteria for proof of address.

Could you please confirm whether this type of document would be acceptable for verification purposes?

Thank you very much for your time and assistance. I look forward to your clarification.

Dear Lucia,

We kindly ask the customer to upload the original version of this document, and we will review whether it meets our requirements.

Also, we would like to highlight that we are still waiting for the user to provide POP (proof of payment).

Best regards,

Xon Bet Team

"Hello Lucia,

I greatly appreciate your help in this lengthy process. However, I must inform you today that the casino has once again rejected everything.

I'm at my wit's end, feeling harassed by the casino. I've now submitted the approval notice in all available formats: as an original PDF and as a photo. Furthermore, my bank details, even with an official timestamp, were once again rejected.

Since I have successfully received payouts from this casino in the past, I don't understand why all verification is now blocked at €26,600. I simply don't know what else to send, as there are no other documents.

"Please, Lucia, can you make the casino understand that I have fulfilled all my obligations? I am really hoping for your support to finally end this month of uncertainty."

​"Hallo Lucia,

​ich schätze deine Hilfe in diesem langwierigen Prozess sehr. Aber ich muss heute mitteilen, dass das Casino erneut alles abgelehnt hat.

​Ich bin nervlich wirklich am Ende, da ich mich vom Casino schikaniert fühle. Ich habe den Bewilligungsbescheid nun in allen existierenden Formaten eingereicht: als Original-PDF und als Foto. Zudem wurde meine Bankverbindung mit offiziellem Zeitstempel erneut nicht akzeptiert.

​Da ich bereits in der Vergangenheit erfolgreich Auszahlungen von diesem Casino erhalten habe, verstehe ich nicht, warum nun bei 26.600 € jede Verifizierung blockiert wird. Ich weiß einfach nicht mehr, was ich noch schicken soll, da es keine anderen Dokumente gibt.

​Bitte, Lucia, kannst du dem Casino klarmachen, dass ich alle Pflichten erfüllt habe? Ich hoffe sehr auf deine Unterstützung, um diesen Monat der Ungewissheit endlich zu beenden."

Dear Xon Bet Casino Team,

Could you please clarify what issues, if any, were identified with the latest documents submitted by the player? A more detailed explanation would be greatly appreciated, as it would help the player better understand what exactly may be missing or incorrect.

In particular, the letter issued by the Jobcenter Elbe-Elster appears to be an official document from a government authority. It clearly displays the recipient’s full name, current residential address, as well as the details of the issuing institution. From our perspective, this should be sufficient for proof of address verification.

At this stage, it seems we may be at an impasse, and your clarification would greatly assist us in moving forward and identifying where the issue lies.

Thank you in advance for your cooperation.

Dear Mario1401,

Could you please send all the unedited documents you submitted to the casino to me at [email protected]?

Thank you in advance for your cooperation.

"Hello Lucia, thank you so much for your message. I have just sent you all the requested documents (approval notice, bank statement and deposit slip) unredacted via email. Best regards!"

"Hallo Lucia, vielen Dank für deine Nachricht. Ich habe dir soeben alle geforderten Dokumente (Bewilligungsbescheid, Kontobestätigung und Einzahlungsbeleg) ungeschwärzt per E-Mail zugeschickt. Viele Grüße!"

"Hello Lucia,

Here's a quick update: I received automatic rejections from the casino again today (April 24th), even though I haven't uploaded anything to the casino portal since my email to you.

This confirms my suspicion that the casino's system rejects documents across the board without actually checking them. I'm glad you now have the original PDFs directly, as verification via the casino's website obviously doesn't work.

I have attached screenshots of today's emails.

​"Hallo Lucia,

​hier ein kurzes Update: Ich habe heute (24.04.) erneut automatische Ablehnungen vom Casino erhalten, obwohl ich seit meiner E-Mail an dich nichts mehr im Casino-Portal hochgeladen habe.

​Dies bestätigt meine Vermutung, dass das System des Casinos Dokumente pauschal ablehnt, ohne sie wirklich zu prüfen. Ich bin froh, dass dir die Original-PDFs nun direkt vorliegen, da eine Verifizierung über die Webseite des Casinos offensichtlich nicht funktioniert.

​Ich habe die Screenshots der heutigen Mails beigefügt."

"Hello Lucia,

Here's proof of the harassment: Support rejects my job center notification as proof of address, even though it's permitted according to their own list (see screenshot). Furthermore, they're demanding documents that I've already uploaded.

I won't submit anything else there, as I've already sent you all the originals by email. Please take a look at this appeal.

„Hallo Lucia,

​hier der Beweis für die Schikane: Der Support lehnt meinen Jobcenter-Bescheid als Adressnachweis ab, obwohl er laut ihrer eigenen Liste (siehe Screenshot) erlaubt ist. Zudem fordern sie Dokumente, die ich längst hochgeladen habe.

​Ich werde dort nichts mehr einreichen, da ich dir bereits alle Originale per E-Mail geschickt habe. Bitte schau dir diesen Widerspruch an."

Dear Mario1401,

Thank you for your update.

I understand that the process has been frustrating, especially after submitting multiple documents. However, we kindly advise you to provide the casino with any documents from their list of approved options that you are able to submit, at least until we receive more detailed information from the casino regarding why the submitted documents were deemed invalid.

Please note that at Casino Guru, we request documents solely for the purpose of reviewing them and assessing whether they should reasonably be accepted. As we are not a legal or gaming authority, we do not have the power to enforce our opinion on the casino. Our role is to identify the issue and offer guidance to both parties on possible steps toward resolution.

Additionally, as previously mentioned by the casino, we are unable to submit documents on your behalf. All documents must be submitted directly by you. For this reason, providing documents to us alone will not help resolve the complaint if you choose not to cooperate with the casino’s verification process.

If possible, submitting alternative approved documents may significantly help move the case forward.

Thank you for your understanding and cooperation.

Hello Lucia,

I have read your message and have just uploaded the documents (Jobcenter notification as original PDF and proof of address) again directly to the casino portal.

However, I would like to emphasize that the casino has already received these documents multiple times and rejected them without justification. Since you now also have the PDFs via email for review, my cooperation is fully documented. I now expect the casino to finally complete the verification of my €26,600.

Thank you very much.

Hallo Lucia,

​ich habe deine Nachricht gelesen und soeben die Dokumente (Jobcenter-Bescheid als Original-PDF und Adressnachweis) nochmals direkt im Casino-Portal hochgeladen.

​Ich möchte jedoch betonen: Das Casino hat diese Unterlagen bereits mehrfach erhalten und nur grundlos abgelehnt. Da du die PDFs nun auch per E-Mail zur Prüfung hast, ist meine Mitarbeit lückenlos belegt. Ich erwarte jetzt, dass das Casino die Verifizierung meiner 26.600 € endlich abschließt.

​Vielen Dank.

Dear Xon Bet Casino Team,

Could you please clarify whether any issues were identified with the latest documents submitted by the player, and if so, specify what exactly is missing or incorrect? In particular, we would appreciate your comments on the letter issued by the Jobcenter Elbe-Elster, which appears to meet standard proof of address requirements. Your clarification will help us better understand the situation and determine how to proceed.

Thank you.