Vox Casino - Player’s account is closed with confiscated funds.

My VoxCasino account was permanently closed and approximately PLN 17,000 was confiscated after I requested a withdrawal.

VoxCasino informed me that I allegedly violated section 11.1.2 of their Terms and Conditions, specifically referring to "game manipulation related to the accumulation of items."

However, I have not been provided with the underlying evidence, detailed game logs, specific affected rounds, or an explanation showing how the casino calculated the amount it decided to confiscate.

The gameplay in question took place through the normal casino interface. I did not modify any software, use bots or external software, interfere with the casino’s systems, or gain unauthorized access to anything.

The casino software accepted my wagers and subsequently displayed the resulting funds as real-money balance available for withdrawal.

My own cash deposits were also involved, including approximately PLN 1,200 deposited from my own funds.

I would therefore like Casino Guru to independently review the case and ask VoxCasino to provide the relevant game logs and supporting evidence.

In particular, I would like clarification regarding:

What exact gameplay or individual rounds constituted the alleged violation of section 11.1.2.

Whether the game provider confirmed any technical malfunction, manipulation or prohibited gameplay.

How VoxCasino calculated the amount considered to originate from the alleged violation.

Why the entire approximately PLN 17,000 balance was confiscated.

Whether my genuine cash deposits were also confiscated and, if so, the contractual basis for doing so.

I can provide the communication in which VoxCasino confirms the permanent account closure and cites section 11.1.2.

I am asking Casino Guru to independently review the evidence provided by VoxCasino and determine whether the confiscation of the entire balance was justified under the applicable Terms and Conditions.

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 allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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