Xon Bet Casino - Η ανάληψη των κερδών του παίκτη καθυστέρησε.

I won €300 at the casino. I requested a withdrawal, and two days later I received a verification request. I submitted everything, but it was rejected due to missing documents, specifically a bank statement showing the deposit. I uploaded that the first time. Okay, I uploaded the deposit a second time, but it was rejected again. The statement needs to show the casino's transaction ID. You can see it in the screenshot, which I can send by email. I've now uploaded everything a third time and am waiting. Since the transaction goes through a payment provider, the same ID isn't shown on my bank statement. The casino requires a statement with the same ID before they'll process the withdrawal. Unfortunately, I can't perform miracles, and it's not my fault that the payment provider has a different ID. They're saying I should upload a statement showing all transactions from November 8th. On November 8th, I only made that one transaction, and the casino keeps rejecting the statement because the transaction ID on their end is different. It's not my fault that the payment service provider uses a different ID.

Ich hab in dem casino 300 Euro gewonnen. Auszahlung beantragt 2 Tage später kam die Aufforderung zur Verifizierung. Alles eingereicht, wurde abgelehnt wegen fehlender Dokumente, Kontoauszug auf dem die Einzahlung zu sehen ist. Hat ich beim ersten Mal hochgeladen. Gut gleich einzahlung 2tes mal hochgeladen, würde abgelehnt. Auf dem Auszug muss Transaktion id vom caisno stehen. Sieht man im scrennshot, die ich per Email schicken kann. Habe jetzt ein 3 mal alles hochgeladen und warte. Da die Transaktion über zahkungdienstleister gehen, steht nicht die selbe id auf dem Konto auszug. Das Casino verlangt aber ein Auszug mit der selben id bevor sie auszahlen. Ich kann leider nicht zauber und kann nichts dafür das vom zahkungdienstleister eine andere id steht. Sie sagen ich soll Dan Auszug von allen Transaktion vom 8.11 hochladen. Ich habe am 8.11 nur die eine einzeige Translation durch geführt und das caisno leht den Auszug immer ab, da die Transaktion id auf der Seite von ihnen anderes ist. Ich kann doch nichts dafür das vom zahkungdienstleister rien andere id benutzt wird

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 Dima8875,

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

They're already causing problems with the verification. They say the winnings will be paid out once the account is verified. They're missing a bank statement, which I've already submitted three times, and it's rejected every time. The reason is that the payment ID shown at the casino isn't on the bank statement. The ID can't be there because it goes through a payment provider. Then they tell me I have to submit all the payments I made on November 8th. But that's the only payment I made on November 8th, so I can only give them that one bank statement. But they keep rejecting it. It's the correct bank statement. I can't just magically add the casino ID there, and it's not my fault that the payment provider shows a different transaction description instead of the casino ID they're looking for.

Die machen schon Probleme mit der Verifizierung. Die Gewinn werden ausgezahlt wen Konto verifiziert sagen die. Kontoauszug fehlt diesen habe ich schon 3 mal eingereicht, und jedesmal wird der abgelehnt. Weil die id von der Zahlung die beim casino steht, nicht auf dem Konto auszug steht. Die id kann da auch nicht stehen da es über einen zahlungsanbieter läuft. Darauf sagen die mir ich soll alle Zahlung die ich am 8.11 gemacht habe einreichen. Das ist aber die einzigste Zahlung die ich am 8.11 gemacht habe, somit kann ich denen nur den einen Kontoauszug geben. Aber die lehnen den immer ab. Das ist der richtige Kontoauszug. Ich kann ja die id vom casino da nicht hin zauber und kann nichts dafür das durch den zahlungsanbieter ein Verwendungszweck da steht und nicht die id aus dem Casino die sie gerne hätten.

Dear Dima8875,

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.

Dear Dima8875,

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