Vox Casino - Player's account is not being closed.

Is about vox casino registered in curacao and who can not work in romania,i open an account and after few days think in may lost some money and ask to block my account they dont do it i sent few emails so i want they close my account and give me all money from 11 may when i try first time to block me,or earlier,dont remember for sure,is 11 or 8 may,and they still let me lose money,,i ask on chat to delete my account and they tell me to send email at help@voxcasino.com,but they dont do nothing,they only ignore me and let me play amd play,i have more atach flle if is need it

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

I dont have a answear from them they dont want close my account and let me to loose money daily,to much money,almost 2000€

Im adictted i think,in romania i close all account

I try to them to block my account but they still not answear me,think i write them next day i open and see lose money,couse i want to play amymore,destrroy me and my family also,but they are unrude nad dont do nothing,i talk about self exclusion,and no tool on page

Besides letting me play and lose money all the time, they also cancel winning tickets, a site full of embarrassment, stealing money

Them answear me on 12/06 and tell me will block me permanent,now we are in 14 and still can play if i want,what kind of site is this,lose again 150€ this 2 days

Thank you for the update.

To assess whether the casino failed to process a self-exclusion request correctly, could you please forward the emails or chat messages in which you informed the casino about your gambling problems and requested self-exclusion? You can send them to my email at attila.g@casino.guru.

Please note that Vox Casino does not hold a Romanian license and is therefore not required to monitor or enforce the Romanian national self-exclusion registry. For this reason, we will need to focus specifically on the communication between you and the casino.

Also, could you please confirm whether you still have access to your casino account?

Thank you in advance for your reply.

Best regards,

Attila

Yes still have acces to casino,and they still let me lose money,only they say have sold on my account but is 0

They will never block my account,they like to lose money,know they domt hve license in romania but still they let me play

Right now deposit money and no problem for them

Think they only play with me,still have acces and lose money daily

Today they finaly block my account,but 2 months to lose money for them fault

Dear Justme38,

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, Igor (igor.p@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

Dear Justme38,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Vox Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Vox Casino representative to join this conversation and participate in resolving this complaint.

Dear Vox 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 for providing the information.

Good afternoon,

Accounts that have had deposit and gaming activity may be blocked within up to 30 days from the date of the request. Exceptions apply in cases involving addiction, threats of self-harm, and similar circumstances.

Your account was successfully blocked on June 22, 2026.

Dear Vox Casino,

Thank you very much for joining the complaint.

Could you please clarify when you received the player's first request for account closure?

According to the screenshots provided by the player, the earliest attempts were made in early May 2026.

To be honest,the first atempt was in april,but dont find that email,bit they ignore me

Good afternoon,

I am currently checking this with the relevant department and will provide you with an update shortly.

Dear Vox Casino,

Thank you for your response and for informing us that you are looking into this request.

Please reply when there is any update regarding this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon,

I have carefully reviewed all of the player's conversations with our Customer Support team.

The first request to block the account was submitted on 8 May 2026. This is also the date on which the player registered on our website, meaning it would not have been possible for them to have requested account closure in April, as claimed.

At that time, the player did not state that they were suffering from a gambling addiction. Instead, they explained that they wished to place sports bets only. Since our platform offers sports betting alongside casino games, slots, table games, and other products, the support agent provided instructions on how to submit a proper self-exclusion request. Specifically, the player was advised to send an email stating the reason for the request and specifying whether they wished to be excluded temporarily or permanently.

On 19 May 2026, the player contacted support again regarding casino play. During that conversation, the support agent explained that placing sports bets alone would not be sufficient to meet the withdrawal requirements. The player's subsequent contacts with Customer Support concerned sports events and betting-related questions only.

There were no statements or indications of gambling addiction in any of these conversations.

The first time the player mentioned gambling addiction while requesting account closure was on 8 June 2026. The account was subsequently blocked on 22 June 2026.

Between 8 June and 22 June, the player made deposits totaling 2,900 RON and successfully withdrew 503 RON.

Given the misunderstanding surrounding the self-exclusion request and the fact that deposit restrictions were not applied as promptly as they should have been, we are prepared, as a gesture of goodwill, to compensate the player in the amount of 2,397 RON.

This amount will be credited to the player's account. For this purpose, the account will be temporarily reopened with deposits completely disabled, meaning the player will only be able to withdraw the credited funds. No further gambling activity or deposits will be possible.

As soon as the player confirms that they are ready to proceed, I will be awaiting their response, and we will arrange the compensation immediately.

Is not fair what you said here,and all the email i sent and you ignore me,the amount i lose the couse you not block my account are bigger,think the fair was to asume half of all i lose,think this is a fair decision,couse i sent you email daily

And my bad i delete de first email i send,couse was for sure in april

On May 11th, I sent you an email stating that I was self-excluded from Romanian sites—after all, why would someone self-exclude if not due to an addiction? What about the repeated emails asking you to block my account and stop letting me lose money? Wasn't it obvious enough?

Dear Justme38,

After a thorough review of this case, I have come to the following conclusion:

The first self-exclusion request that we consider valid was made on June 8. Unfortunately, the earlier requests did not contain any clear mention of a gambling problem.

Therefore, we consider the casino's refund offer of 2,397 RON to be completely reasonable.

Please let me know whether you agree with this conclusion and would like to proceed with the next steps.

ok,trust in what you said,anyway im tired with this,lets finish this

agree the resolution

Dear Vox Casino,

The player agrees with the refund offer.

Please let us know what exactly is now required from the player in order to proceed with the refund.

Thank you.

Good afternoon,

Your account has been successfully reopened, and the compensation has been credited to your balance.

You may now log in to your account and submit your withdrawal request.

Ok

Dear Justme38

Please allow the casino 1–2 business days to complete your withdrawals.

Additionally, please let us know whether you have managed to withdraw your balance.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

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

Dear Justme38,

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,

Igor