Vox Casino - Player reports confiscated winnings.

AMETLIK KAEBUS / OFFICIAL DISPUTE: CASE ID 11101178

Subject: Immediate Restoration of Confiscated Funds (€718.00) – Unfair Balance Overwrite

1. Summary of the Incident:

On January 24, 2026, I was playing the slot "Olympus Rivals" (Amigo Gaming) with a real money balance of €718.00. During gameplay, a bonus of €225.00 was triggered/credited. Instead of this bonus being added to my balance, the system performed a total balance overwrite. My account was instantly reduced to €225.00, effectively deleting €493.00 of my existing funds without any wagering taking place.

2. Evidence Analysis (Based on Attached Screenshots):

• Proof of Overwrite: My Inbox notification confirms that €225 was "transferred" to my real balance. This transfer acted as a reset rather than an addition, which is a technical failure of the casino software.

• Balance Separation: My account profile clearly shows that the system has separate fields for "Main," "Bonus," and "Cashback". There is no technical or logical reason why a new bonus should zero out the "Main" balance.

• Status & Limits: As a "Master" level player, my betting limit is €8. I was betting €2–€4, meaning all my play was within the rules.

• Obstructed Communication: During a Live Chat session, Operator Mikołaj instructed me to take screenshots and then immediately ended the chat, preventing me from submitting proof and resolving the issue.

3. Legal and Ethical Violation:

The casino is hiding behind a "5x max win" bonus rule. This rule applies to the conversion of a bonus, but it cannot be used to confiscate pre-existing real money that was already won and settled. Deleting €718 because a €225 bonus arrived is a predatory practice and constitutes a theft of funds.

4. Demanded Outcome:

I demand the immediate restoration of the €718.00 that was in my "Main" balance prior to the bonus activation.

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Dear Mad1,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Vox Casino. Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify whether the bonus was activated manually by you or automatically by the casino? Additionally, was the amount of €718.00 won prior to the bonus activation or afterwards?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Mad1,

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