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I am writing to formally lodge a complaint against the casino regarding an ongoing issue with my account verification and an unfulfilled withdrawal request of 500,000 HUF.

On July 3, 2026, I made a real-money deposit that included a promotion with free spins. I successfully met and completed all the wagering requirements tied to this bonus, resulting in a legitimate balance of 500,000 HUF. Immediately after completing the wagering, I requested a full withdrawal of my winnings.

Since my withdrawal request, the casino has continuously delayed the payout by employing repetitive verification requests. They have repeatedly rejected my uploaded identification documents, using standard boilerplate excuses such as claiming the images were "blurry," despite the copies being perfectly clear and legible.

In a final attempt to meet their escalating demands, the casino explicitly requested a PDF transaction statement of my last deposit. They specified that this single document must simultaneously display my full name, registration address, and bank account number. I obtained this official document from my bank and successfully provided it to the casino in the exact format they requested, as I have no further documents left to submit.

Since I provided this final PDF document, the casino’s support team has completely stopped communicating with me. They have failed to verify my account, have not processed my withdrawal, and are completely ignoring my inquiries.

This behavior constitutes an unreasonable and bad-faith delay of a legitimate payout. I have strictly followed all terms, conditions, and KYC requirements. I request your urgent mediation to help me get my account verified and my 500,000 HUF payout processed.

Thank you for your time and assistance.

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.

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.

• Has the casino specified exactly which documents are still missing, or are they repeatedly rejecting the same documents?
• Have you received any response from the casino since you submitted the PDF transaction statement?

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

They didn't ask me for any new documents or certificates. Last night they reached out to tell me to wait a little longer, even though they had been silent for the past seven days.

"I informed them that I lodged a complaint with your team. That resulted in a positive outcome! Right after that, I immediately received a response saying how sorry they are that I am dissatisfied, but that I should remain patient going forward. Of course, then the fabrication started—that the address change request I allegedly asked for is not that quick, and until that is completed, neither the verification nor the payout will be done. I never submitted that request! I only asked on one occasion whether it is normal and if all players from Hungary have the city name where they live set to Budapest, because I didn't have the option to change it to the correct city where my address from the documents is and where I currently live

Hello Srdanvig,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

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, Lucia (lucia.s@casino.guru). 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,

Attila

Hello Srdanvig,

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Srdanvig,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia