Xon Bet Casino - Выплата выигрыша игроку задерживается.

It's been over a month since I won and I still haven't received the deposit. I've sent the requested documents every two days for verification. First, they accept them correctly, and then they request the same documents again to avoid canceling the payment. This casino is unprofessional and not recommended. They only like it when people gamble, and when it's time to pay out, they don't.

Hace mas de un mes que gane y todavia no recibo el deposito y he enviado los documentos solicitados CADA 2 DIAS para su verificacion ...primero los aceptan en forma correcta y luego vuelven a solicitar los mismos documentos para NO cancelar .. CASINO POCO SERIO..NO RECOMENDABLE SOLO LE GUSTA QUE UNO APUESTE Y CUANDO TIENE QUE PAGAR NO LO HACEN...

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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.

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Hello,

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 did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Attila

Dear Sir/Madam, I am sending the list of documents requested in the previous email, which have been uploaded to the platform on several occasions.

Today they are asking me for the same thing again.

Identity document

Selfie with document that proves identity

Bank card

Selfie with bank card

Bank statement with my name

Current account statement showing the casino betting deposit credited under my name

Screenshot of the online banking webplay showing my name, the deposit, the date, the time, and my identification number.

Proof of address.

All documents submitted according to the format requirements and instructions, having been previously validated.

I await your prompt reply.

Kind regards,

[Redacted]

Estimado, envío la lista de documentos solicitados en el correo anterior y que han sido subidos a la plataforma en varias ocasiones.

Hoy nuevamente me están solicitando lo mismo.

Documento de identidad

Selfie con documento que acredita la identidad

Tarjeta bancaria

Selfie con tarjeta bancaria

Extracto cuenta bancaria con mi nombre

Cartola de cuenta corriente donde se acredita el deposito de apuesta en el casino con mi nombre

Captura de pantalla webplay de la banca en línea donde se acredita mi nombre, el deposito, la fecha , la hora y en numero de identificación.

Comprobante de domicilio.

Todos los documentos enviados según los requerimientos de formato e indicaciones, siendo estos validados anteriormente.

Quedo a la espera de una pronta respuesta,

Saludos cordiales,

[Redacted]

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: [email protected].

Thank you very much for your patience and cooperation.

Dear Player,

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,
Attila
Casino.Guru

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you please address my previous message?

Thank you in advance for your response.