The player from Albania had expressed frustration with the casino for not paying his winnings and had claimed they were dishonest about the situation. The Complaints Team had requested further information regarding the withdrawal request, account verification, and communication with the casino to investigate the issue. Due to the player's lack of response to these inquiries and reminders, the complaint was closed without resolution. The player was informed that the complaint could be reopened if he chose to resume communication.
Vox Casino - Player is not receiving payments.
Closed
Our verdict
Player stopped responding
Amount: 3,500 USD₮
Vox Casino
Safety Index 8.8 HighCase summary
Discussion
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2 months ago
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.
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2 months ago
Dear Notcheater,
Thank you very much for submitting your complaint.
I’m sorry to hear about your negative experience with the casino.
To better understand your situation and see how we can assist you, I would like to ask you a few additional questions:
- When did you submit your withdrawal request?
- Have you completed the account verification (KYC) process?
- Did the casino provide any reason for not processing your withdrawal?
- Have you been in contact with the casino’s support team? If so, what was their response?
If you have any relevant communication, screenshots, or supporting documents, please feel free to upload them here or forward them to petronela.k@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
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,
Petronela
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1 month ago
Dear Notcheater,
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.
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1 month ago
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,
Petronela
Casino.Guru
