Xon Bet Casino - Вывод средств игроком задерживается по решению казино.

Xonbet casino is intentionally delaying the payment of my win. They keep asking for new documents, I have already sent them everything I have including my work permit, payslip and work contract, they refuse to verify them asking for the same documents multiple times and in multiple formats.

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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 take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Has the casino approved some documents and rejected others?
• Could you please share with me your recent communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at [email protected], 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

I sent them my driver's licence, passport, proof of address I think, also they asked for my work permit, payslip and work contract. They kept asking me to send the same document in a different format, first they wanted pdf only, then they asked for a photo of it, then they reject that and ask for a pdf again. They never said what was approved or not, now they're saying they're still checking. Not sure what else is there to check especially because this has been going on since September.

Thanks for sharing this information with me.

• Did the casino conclude the verification of your account and process your payout?
• Please share any news regarding the issue with me.

Thanks in advance for your reply.

No news, I haven't received any emails from them and on site it says my verification is still pending

Dear mariiao,

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, Hadi ([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,

Tomas

Hello mariiao,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru