The player from Hesse had deposited 22 Euros and made a withdrawal request of 100 Euros after wagering his bonus but faced ongoing verification issues with Voxcasino. Despite sending all necessary documentation and being verified at other casinos, the player encountered delays and a lack of responses from the support team. The complaint was resolved after the casino processed the withdrawal following a 14-day delay. We closed the case as the player confirmed the successful payout.
Vox Casino - Player’s verification process is delayed.
Resolved
Our verdict
Case closed
Amount: €100
Vox Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
I deposit 22 Euro with card. I wagered all bonus and withdraw only 100 Euro. Iam verfied a lot of Casinos. Voxcasino dont tell em what they want and do nothign to go forward even i send them all. all what they want and all what iam verfiied on other casino. all accepted it. When i go in Live support they say i must wait. but Verification team dont go forward. i send emails. no answer.So please tell them to verify me cause i send them all.
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3 weeks ago
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.
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3 weeks ago
Dear wennert,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.
- Could you please let me know which verification documents you have already provided and when exactly you sent the last one?
- Have you received any confirmation or acknowledgment of receipt for already sent documents from Voxcasino?
- Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Petra
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3 weeks ago
Translation
Hello. I have my ID, front and back. My credit card and Skrill bank statement. I even sent them a selfie holding my credit card and ID. Everything they asked for. That's the problem.
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3 weeks ago
TranslationSeveral more days have passed. I've uploaded more documents. Nothing is being accepted.
They're not saying exactly what they want. Nothing! And higher quality can't be the problem, because I took a screenshot of a PDF document. The quality is always good there. It's just a stalling tactic. I urgently need help!
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3 weeks ago
Now they ask for pdf file statement- yestertday they want screrenhsot in jpg format. Everyday somethign new. And i ask for emaialdress to send PDF File from Card Statement .And Support dont give me,. Thats unbelievable
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2 weeks ago
Dear Wennert,
Thank you for your reply and for providing the previous details.
- Could you kindly provide evidence of your verification status?
- Additionally, could you share details of any communication you have had with live support, including dates and the responses you received?
We would appreciate any additional communication you’ve had with the casino. This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots directly in the thread.
Thank you again for your cooperation.
Kind regards,
Petra
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2 weeks ago
TranslationHello. I already did that above. Nothing has happened since. It's still not verified since January 28th. They have all the necessary documents: ID, bank statement, credit card. You must help me, please.
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2 weeks ago
TranslationThey paid out after 14 days. You can close this here.
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2 weeks ago
We would like to inform all those following this case that the player informed us that this complaint has been resolved.
The player confirmed that the withdrawal was successfully processed.
Dear wennert,
I am glad that your issue has been successfully resolved. I will now mark the complaint as "resolved" in our system.
Thank you for your cooperation and do not hesitate to contact our Complaints Resolution Center if you encounter any problems with this or any other casino in the future. We are here to help you.
Best regards,
Petra
Casino.Guru
