Vox Casino - Player’s account verification is delayed.

Hi,

I can't verify my account and submit a withdrawal since the end of November. I have 1213 EUR in my balance.

On 22.12.2025 I sent them my ID and the selfie with my ID. Previously, for over 3 weeks it was technically impossible to upload my documents via my profile so they allowed me to send them via e-mail.

I have sent them dozens of emails since December 22nd and all the time I receive the same response "Dear player! Your documents have been sent to the relevant department for verification. We will contact you as soon as the process is completed. Support Team."

I would be grateful for a help.

Kind regards

Jakub

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.

Dear Mixer,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents, apart from those you listed in your message, have you already submitted, and when did you send the most recent one?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Good afternoon,

I am very sorry that you have encountered such a situation. However, following our review, we were unable to find any emails sent from the email address associated with your account.

Moreover, the document upload function on the website can only be blocked if the maximum number of uploaded images has been exceeded, which would require uploading a large number of images.

Could you please clarify this situation? I kindly ask you to share screenshots of the emails you sent so that I can verify which email address they were sent to, as well as a screenshot from your personal account area clearly showing that you are unable to upload documents.

Additionally, I would like to note a discrepancy that raises some questions: the complaint appears to have been submitted from Denmark, while your account on our website was registered from Poland. Could you please confirm whether you are using or have used a VPN to access our platform?

I look forward to your response so that I can assist you further.

Dear Kristina,

As I said before I sent them only my ID and the selfie with my ID and it was on 22.12.2025. After sending these documents they have been sending me only this information in the period of next 3 weeks "Dear player! Your documents have been sent to the relevant department for verification. We will contact you as soon as the process is completed. Support Team."

My first attempt of uploading my documents via verification page in my casino profile was on 09.12.2025. It was technically impossible because of lack of active windows where I could upload any document (screenshot number 24). I have reported it many times via Live Chat and e-mail (screenshots of these chats and e-mails are attached to this post and another ones - there is a limit of 5 attachments per post). 

On December 20th they finally sent me an e-mail with the information that they will send me a special verification e-mail and I will be able to send all required documents as a response to this e-mail (screenshot number 3). 

The next day I received such an e-mail (screenshot number 4) and on 22.12 I sent them this response with attached documents (screenshot number 5):

"Hello,

All documents which I am able to send are attached to this e-mail.

I don't have a passport. As a Polish citizen I am not obliged to have a passport.

The source of my wealth is my savings. From December 2021 to December 2024 I have been working in Denmark. I am looking for a job now.

Accordng to your request I am sending you my ID and selfie with my ID. On the back side of my ID you can find my PESEL / Personal Number. According to Polish law Personal Number is also a Tax Number.

I am looking forward to hearing from you.

Kind regards

Jakub ***"

After sending this e-mail they have been ignoring all my further inquiries by sending the same response with this content "Dear player! Your documents have been sent to the relevant department for verification. We will contact you as soon as the process is completed. Support Team." (screenshots number 6-12). 

As you can see they make the verification process so complicated and annoying. I have wasted enough time and I really hope that it will be resolved shortly. I will be very grateful for a help.

Regards,

Jakub

Dear Mixer,

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, Jana (jana.k@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,

Kristina

Dear Mixer,

 

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

 

Now I would like to invite Vox Casino representative to join this conversation and participate in the resolution of this complaint.

 

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

 

Thank you in advance for providing the information.

Good afternoon,

The user’s account is currently under additional review. At the moment, we are investigating the issue and determining why the user was unable to upload the documents on the website.

Dear Vox Casino representative,

thank you for your reply. Please keep us updated of any new development.

Good morning,

Vox Casino but you already requested for the documents on 21.12.2025 via e-mail and I sent you them also via e-mail on 22.12.2025. It was 35 days ago. Can you just review them and speed up this process finally?

The screenshots of these 2 e-mails are attached below.

Good afternoon,

I see that you have already been able to upload the documents (a selfie with your passport and a photo of your passport). The documents are currently under review.

Dear Vox Casino representative,

Thank you for your update. We would appreciate it if you could keep us informed when the funds for the player are released. Thank you for your cooperation.

Good afternoon,

At the moment, the security department is requesting the following documents:

Source of wealth

International passport

We are awaiting the player’s submission.

Dear Mixer,

I would like to kindly request that you submit the aforementioned documents to facilitate the verification of your account. Once you have done so, please inform me. Thank you for your understanding and ongoing cooperation.

Good morning,

Vox Casino as I informed you in the e-mail from 22.12 (screenshot below) I don't have a passport. As a Polish citizen I am not obligated to have a passport. I have sent you my ID already.

I also informed you that the source of my wealth is my savings. From December 2021 to December 2024 I have been working in Denmark. I am looking for a job now.

If you need any additional document I can send you my driving licence.

Good afternoon,

You were asked to provide an international passport because you stated that you worked in Denmark. However, since Polish citizens do not need an international passport to work in Denmark, you may instead provide an EU residence certificate issued by the SIRI or your CPR number.

Additionally, your statement that you are currently living on your savings has not been supported by any documentation. Therefore, we are requesting a source of wealth confirmation. This requirement is in accordance with our Anti-Money Laundering (AML) Policy. As mentioned above, the need to provide these documents was already communicated to you earlier.

Good afternoon,

Please add this photo to your account

I have just uploaded this picture in my profile

"The document check can take anywhere from several hours to two working days."

Vox Casino in my case it has been over 2 months already. The document which you requested last time was sent 4 days ago. Speed it up finally.

Regards,

Jakub

Good afternoon,

I'm forwarding the information to the relevant department

We will resolve this shortly.

I am waiting.

Good afternoon,

A decision has been made to withdraw your funds—€800—and subsequently block you as an undesirable player.

Hi,

As you can see on the screenshot below I had 1213.70 EUR in my balance.

Good afternoon,

That is correct. However, you currently have active withdrawal requests totaling €800. €600 has just been processed, and €200 is still in the withdrawal process. You were unable to complete the verification, and our support team made a decision based on this.

To resolve the issue, we decided to process the full €800 withdrawal, which is the best possible outcome. Please note that this amount exceeds your deposit.

Hi,

It is not my fault that you are unable to verify my account. Due to my savings and financial self-sufficiency, I am not under pressure to find a job as soon as possible. If you want I can try to find some payslip from 2024 from my work in Denmark. Last year I also made a good profit from investments in crypto. If you want I can send you a proof of deposit on around 100 000 PLN from crypto.com to my bank account.

That all procedure has been taking 3 months, for the first 1,5 months you have been ignoring me and after all of that you just inform me that I can withdraw only 800 EUR when I have 1213.70 EUR on my account. Why should I agree on that? I have been risking to lose the money which I have deposited to your casino so I expect to receive all my winnings.

Regards,

Jakub

Good afternoon,

You are not at risk of losing your money, as your deposited funds are being returned to you, along with an additional amount equal to your withdrawal request. You were unable to provide sufficient documents to complete the verification of your account, and for our security team, the information provided was not adequate.

Therefore, unfortunately, this is the most appropriate solution under the circumstances, while ensuring that you are not left at a loss.

I meant that I have been risking to lose my deposited funds when I have been playing in slots at your casino. I can't agree on that you will not withdraw all my winnings.

As I told you before I can send you a payslip from 2024 from my work in Denmark and the proof of deposit on around 100 000 PLN from crypto.com to my bank account from last year. That should be enough. I can't understand what is the problem.

Good afternoon,

The support team requested documents from you multiple times, and moreover, I personally assisted you with their processing. However, this was still insufficient. As an optimal solution, we have processed a withdrawal of €800 to you according to your request. This amount covers your deposits, and more than half of it is additional profit.

Your account will be permanently blocked going forward as undesirable.

Dear Mixer,

I hope this message finds you well. Could you please let me know if there is any outstanding amount related to the withdrawal from the casino? Thank you for your assistance.