KYC verification runs over 3 weeks

Dear ASK,

I am contacting you because Xonbet has still not processed the 800,000 HUF withdrawal I requested on August 20th. I have been playing on their site from the very beginning; I have already undergone multiple verification checks with them, and until now, there were never any issues—they used to pay out within 48 hours. However, for nearly a month now, they have been citing an increased volume of withdrawal requests as the reason I haven't received my money. I have emailed them and spoken to them via live chat several times, but they always give the same excuse and ask nothing of me other than to remain calm. I am unsure what rules apply to them regarding payouts. I meet all their requirements, yet I still haven't received my funds. I would like to ask for your assistance with this matter, if possible. I have saved records of the emails and live chat conversations regarding the issue, which I can send to you if needed.

Sincerely,

I am writing this complaint regarding an unresolved withdrawal of 4,500 PLN from Xon Bet Casino.

I requested the withdrawal on 26 July 2026, and today is 24 August 2026, which means I have been waiting for almost one month.

My account is fully verified, and I have successfully withdrawn money from Xon Bet in the past. Previously, my withdrawals were processed within a few days, so this situation is very unusual.

I have contacted the casino's live chat multiple times. Unfortunately, I am not receiving any specific information about my withdrawal. I am repeatedly given the same generic response that my withdrawal is "in the queue", that the queue applies to everyone, and that they "appreciate my patience".

I understand that there may be processing queues, but waiting almost one month for a 4,500 PLN withdrawal without any clear explanation or estimated completion date is not reasonable.

I have already explained to the support team that after waiting for almost a month, I am obviously no longer "patient", but I continue to receive essentially the same automated/generic responses.

I am not asking for anything unreasonable. I simply want my own money to be paid out. The withdrawal has been pending since 26 July; my account is verified, and there are no outstanding verification requirements from my side.

I have attached screenshots showing the withdrawal date and my verified account status.

I would appreciate it if Xon Bet Casino could finally investigate this matter properly and provide a clear explanation for the delay, as well as process my 4,500 PLN withdrawal without further unnecessary delays.

I hope this complaint will help resolve the matter.

Complaint regarding delayed withdrawal and unclear KYC rejection by Xon.Bet

Hello AskGamblers team,

I would like to request your assistance regarding an unresolved withdrawal issue with Xon.Bet.

My withdrawal has been pending for approximately 20 days due to a KYC verification issue. I have fully cooperated with the verification process and provided the requested documents.

For proof of address, I submitted an official OTP Bank statement issued within the required period. The document clearly contains my full name and residential address. According to Xon.Bet’s own list of accepted proof of address documents, a bank statement is an accepted document type.

Despite this, my document was rejected. The only explanation provided was a generic message stating that the document type was not acceptable and that I should provide an alternative document. However, Xon.Bet has not explained:

* what exact requirement was not fulfilled;

* what information was missing or incorrect;

* why an official bank statement was not accepted despite being listed as an accepted document type.

I contacted their support multiple times and asked for a specific explanation, but I keep receiving the same template responses stating that the document is being reviewed by a specialized team or that I should provide another document. No concrete reason for rejection has been provided.

I am willing to cooperate and provide any reasonable document required, but I cannot correct an issue when the operator refuses to specify what the problem is.

I believe my withdrawal is being unnecessarily delayed due to an unclear KYC process, and I kindly ask AskGamblers to assist in obtaining:

1. A clear explanation from Xon.Bet regarding the rejection of my document;

2. A proper review of my KYC verification;

3. The release of my withdrawal once the verification requirements are satisfied.

I can provide screenshots of all communication, rejection messages, the submitted OTP Bank statement, and the withdrawal details as evidence.

Thank you for your assistance.

Kind regards,

Hi.

I submitted a withdrawal request for $ 3,000 NZD exactly a week ago.

My account is verified, and I have made other successful withdrawals from this casino. However, this time it hasn’t happened.

I have contacted them every day asking for updates as to when my request will be processed, but I’m met with the same answer… heavy workload, team working 24/7, they’ll email when it’s done, etc.

It’s very disheartening, especially when I have spent so much money on them to have this happen.

I request some assistance in getting my winnings, please, or at least a more informative answer than “we have heaps of requests”.

I requested a 370 EUR withdrawal from Xon Bet on July 1st, and it still hasn't been processed.

Whenever I contact support via email or chat, the response is always automated and the same: they have a large volume of withdrawals to process and no timeframe for when it will be done.

I've contacted them dozens of times, and they always say the same thing.

This is my second experience with them, and it’s been terrible. It's a total disgrace.

I just want them to process my withdrawal. It's the 8th today, and still nothing. It won't let me send an attachment, but I can send you by email.

I would like to submit a complaint regarding a delayed withdrawal at XON Bet Casino.

My withdrawal request for €1,250 was submitted on May 30, 2026.

Initially, I was informed by the casino support team that the withdrawal would be processed on June 11, 2026. On June 11, I contacted support again and was informed that the processing had already started and that it would take up to 48 hours to complete.

However, the withdrawal has still not been processed.

Since then, I have contacted support numerous times and received different explanations, including:

the withdrawal was forwarded to the responsible department;

there is a high volume of requests;

I would receive updates by email.

Despite these assurances, I have not received any email updates.

Most importantly, the support team confirmed in writing that there are currently no issues with my account and no issues with my withdrawal request. They stated that the delay is caused only by an increased workload.

My account has already been fully verified and previous withdrawals have been successfully processed.

At this point, more than two weeks have passed since the withdrawal request was submitted, and I still have not received my funds or any specific processing date.

I kindly request your assistance in resolving this matter and obtaining my outstanding withdrawal of €1,250.

Evidence available:

screenshots of all conversations with support;

screenshots of the pending withdrawal;

emails and chat transcripts confirming that there are no issues with my account or withdrawal.

Thank you for your assistance.

Kind regards,

I am filing this complaint against Xon.bet due to an unacceptable 3-week delay on my withdrawal. I requested my payout 21 days ago. Initially, my verification was delayed. When they finally requested proof of address, they rejected my official Swedish government document. To eliminate any language barriers, I have now uploaded an official Population Registration Certificate issued in English by the Swedish Tax Authority (Skatteverket), which clearly displays my full name and home address. When contacting live support, I am constantly met with automated copy-paste answers telling me to "kindly wait while the matter is under review". The casino is clearly using KYC verification as a stalling tactic to avoid paying out my funds. I demand that Xon.bet review my English document immediately and process my withdrawal without further delays.