The player from Germany had requested a self-exclusion from Vox Casino due to problematic gambling behavior five days prior, but his account had remained active, which allowed him to incur further losses of €256. After inquiring, he learned that his request had not yet been processed. The account was closed only after several follow-ups, but the player lost additional funds and received bonus offers during the delay. The complaint was marked as unresolved due to the casino's lack of response, and the player was advised to escalate the matter to the Curaçao Gaming Authority for further action. Eventually, the complaint was reopened at the casino's request, and after submission of proof and continued communication, the player received the promised refund and the account was closed. The case was then marked as resolved by the Complaints Team.
Vox Casino - Player's self-exclusion request is delayed.
Case closed
Amount: €256
Vox Casino
Safety Index 8.8 HighCase summary
Translation
Five days ago, I requested a self-exclusion from Vox Casino via email due to gambling addiction/problematic gambling behavior. Despite my explicit request to exclude myself, my account remained active, and I was still able to deposit money and play.
This resulted in additional losses of €152.
After inquiring again via live chat, I was informed that my request had not yet been processed or that it was "not my turn yet." Even after this inquiry, my account has not been blocked.
In my opinion, self-exclusion requests, especially when there are indications of problematic gambling behavior, should be processed promptly and with special priority.
I therefore request a review of my case and the losses incurred after my self-exclusion application.
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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Vox Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you received any responses from the casino via email regarding your self-exclusion requests?
- If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
TranslationLadies and Gentlemen
I would like to fully summarize and supplement my complaint.
Five days ago, I requested a self-exclusion from Vox Casino via email due to gambling addiction/problematic gambling behavior. Despite this request, my account was not blocked promptly.
In the live chat, I was informed that my request had "not yet been processed" or that it was "not my turn yet." Even after this follow-up inquiry, my account remained active.
During this period, I was able to continue depositing and playing, resulting in additional losses. The total additional losses currently amount to approximately €256 on top of previous amounts.
During this time, I continued to be offered bonus offers and free spins, even though a self-exclusion request had already been submitted.
My account was only finally closed a few moments ago, after the last major deposit was accepted.
Additionally, there is currently a remaining balance in my player account. However, I currently have no access to my account and no way to contact support.
KYC verification was neither requested nor carried out.
I request that all this information be taken into account when reviewing my complaint.
Thank you for your response. I would greatly appreciate it if you could forward the original self-exclusion request to my email. Additionally, if possible, could you also forward any promotional offers that you have received?
Furthermore, could you please confirm the exact date when the account was closed by the casino?
Thank you in advance for your reply.
TranslationHello Attila,
I also sent them the email about
Self-exclusion and the notification regarding free spins and bonuses were forwarded as a screenshot via email.
The account was only closed on the afternoon of May 29th after several inquiries.
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, Martin (martin.l@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
Hello Joshi777,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would also like to invite the Vox Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us? Afterwards, would you be able to provide us with his deposit history?
Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru
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.
Dear Joshi777,
I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.
I would also like to advise you to contact the Curaçao Gaming Authority and submit a complaint through their official email at complaints@cga.cw
While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.
Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.
You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.
Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru
Dear Joshi777,
We’ve reopened this complaint at the request of Vox Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear casino representative,
could you please check the case and explain the matter to us from your point of view? At this point, it seems the player had requested self exclusion on 24th of May and the account was closed on 29th. Would you be able to provide us with the player's deposit history, along any relevant further communication between both parties? You can send any such information to martin.l@casino.guru
Thank you in advance for providing us with your view of the issue.
Good afternoon,
While I am уточняю this information with the relevant department, I would like to kindly ask the user to provide details on when they contacted customer support with this request. Specifically, we are interested in the date of the inquiry, and if possible, any screenshots of the correspondence.
Translation
Good day,
I sent my self-exclusion request on May 24, 2025, via email to the support address specified in the casino's terms and conditions. I am attaching the email as proof.
Since I received no response and my account remained active, I contacted live chat on May 29, 2025, and again pointed out my self-exclusion request. I was informed that my request had not yet been processed. Despite this notification, my account remained open for several more hours, allowing me to make further deposits. My account was finally blocked later that same day.
On June 7, 2025, the casino confirmed in writing that the requested compensation of €256 would be paid. I submitted all requested documents immediately. Nevertheless, the processing was delayed for several weeks, and I repeatedly received only general information about ongoing investigations.
Yesterday I signed the settlement agreement that was sent to me and returned it immediately. I now hope that the promised refund will finally be paid out after more than a month.
Dear parties,
thank you for your continued cooperation. Please keep us updated on the status of the refund.
Dear Joshi777,
could you please give us an update on the current proceedings? Have you received your refund? In the meantime, I have also contacted the casino representative for further clarifications.
TranslationHello. My refund has finally been paid out. The account was also closed after a few days.
Thank you.
Dear Joshi777,
thank you for your confirmation. We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Vox Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help!
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Martin
Casino.Guru
