Vox Casino - Player's winnings are delayed after account verification.

I won 2 x 2000= 4000€ on 22.04.2026 at Vox Casino. My account is fully verified.

For over 20 days they keep saying "financial department is reviewing" but I have not received payment. My balance of 4000.04€ is still in the account.

Important: Vox Casino states on Casino.guru that they "Don't accept players from Sweden" and are "Not licensed in Sweden", but they allowed me to register and deposit from Sweden anyway.

I have contacted them multiple times and posted on Trustpilot. No payment yet.

Important notice:

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Hello,

Thank you very much for submitting your complaint. I'm truly sorry to hear about your issue with Vox Casino. However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize that we investigate further and help only those players whose funds (or winnings) have been confiscated due to being from a restricted country.

Could you please advise how much currently is your withdrawable balance?

Have you made any successful withdrawals in this casino before?

Thank you very much in advance for your reply.

Best regards,

Attila

Update 18.05.2026: VoxCasino marked my withdrawal as Success but processed it as 'Administrative fee' (ADMIN_OUT_MANUAL). I received 0€ in my bank. This is not a withdrawal. Please investigate this as fraud.

> On May 11, 2026, VoxCasino replied on Trustpilot that my verification was completed and withdrawal should be processed successfully. On May 18, they marked it as Success but processed it as 'Administrative fee' and I receive

d 0€. This shows they acted in bad faith.

Dear player, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you for your patience and assistance .

Best regards,

Attila

Hello Attila,

Thank you for your help. This case is about VoxCasino.

My history with VoxCasino - all withdrawals by bank transfer:

1. First withdrawal - €3000 profit: I requested a bank transfer on 02-02-2026. I only received the money on 04-03-2026, after more than 1 month of delays, excuses, and after posting complaints on Trustpilot.

2. Second withdrawal - €1000: I requested a bank transfer in March 2026. Again, it took about 3 weeks, and I only received it after fighting and posting more complaints online.

3. Current withdrawal - 2 x €2000: I requested these bank transfers on 22-04-2026. They are still stuck in Processing and VoxCasino is using even lower tactics to delay and avoid paying.

Current situation:

I cannot access my VoxCasino profile anymore since I asked you for help and started sending this evidence. I believe my access was blocked.

I am sending you all the proof I have managed to collect. You can also verify my case by visiting my Trustpilot profile, where I have posted my complaints one after another because at that time I did not know about Casino Guru and could not ask for your help.

I truly believe in your help and I am relying on you.

Thank you very much.

Respectfully,

[Redacted]

URGENT UPDATE:

VoxCasino marked my withdrawals as "Success":

- 4000.03€ on 18.05.2026

- 320.00€ on 22.05.2026

But I have NOT received any money in my bank account.

I have checked my bank statements and there are no incoming transfers.

They are showing fake "Success" status to close the complaint.

Please contact them and verify if they actually sent the transfer.

I have attached screenshots of the withdraw

al history.

Important correction: I did NOT request the 320€ withdrawal on 22.05.2026.

I was not aware of this withdrawal.

VoxCasino created it themselves without my consent.

Update for my case:

I do NOT know where these 320€ came from or how VoxCasino created this withdrawal. 

I did not request it and I was not aware of it.

As you can see in the screenshot I attached, the 320.01€ is still visible in my 

account balance under "Main balance". 

At the same time, VoxCasino marked the 320€ withdrawal as "Success" on 22.05.2026. 

This proves they did not actually send the money.

Please verify with them how they can mark a withdrawal as "Success" 

while the funds are still in my account.

This is how a real withdrawal looks in my history. Withdraw funds via Bank Transfer. The 4000€ and 320€ withdrawals do not use this method and the money was not received.

Message for Casino Guru:

Hello,

I want to clarify my complaint. I am only requesting the 4000€ withdrawal that I made and that shows as Success in my account, but the money has never arrived in my bank account.

Regarding the 320€, I did not request this withdrawal and I have not received it, and I don't know where it comes from. VoxCasino has made this transaction without my knowledge. I have already informed Attila about this fact.

After three days since you have my case, VoxCasino is still showing the same attitude.

Please ask the casino to provide the UTR/proof of payment for the 4000€ withdrawal. Until I receive the money, the issue is not resolved.

With respect,

[Redacted]

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, Lucia (lucia.s@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 1999zana,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

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.

Respectfully,

Lucia

Hello Lucia,

Thank you for taking over my case. 

I have already submitted all the evidence I have regarding this issue with Vox Casino. It is clear that this is a fraudulent situation, and I believe the proof I provided shows that.

I hope this can be resolved as soon as possible, as the situation is causing a lot of stress and affecting my mental health.

Thank you again for your help

Mhv Zana Rrokaj

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 1999zana,

I understand that waiting for updates and responses during the complaint process can be frustrating, especially when the matter involves delayed payments or unresolved account issues.

I would like to clarify that the timers displayed on the Casino Guru complaint page are not intended to force casinos to take action or to guarantee that payments will be processed within a specific timeframe. Their purpose is to keep the complaint process fair and organized for all involved parties by ensuring that both the player and the casino are given the same amount of time to respond to inquiries and provide relevant information.

Since Casino Guru is neither a legal authority nor a gambling regulator, we do not have the power to force casinos to make payments or take specific actions. Our role is to act as an independent mediator, help maintain communication between both sides, and keep the process moving forward so that the case does not become stagnant.

The timers mainly serve as a transparent framework that helps structure the communication process, ensures fairness, and allows both parties reasonable time to react and address any outstanding issues that may need clarification or resolution.

Please also understand that if we significantly shorten the response timers for the casino, this could ultimately force us to close the complaint as unresolved due to lack of communication from the casino’s side. In some cases, this may reduce the chances of reaching a successful resolution and could potentially affect the possibility of you receiving your funds.

I understand that the waiting periods may feel lengthy at times, but please keep in mind that these timelines are designed to maintain a fair resolution process for everyone involved.

Thank you for your patience and understanding.

Good afternoon,

I would like to clarify this situation.

At the end of April, it was discovered that several games from the Amatic provider were malfunctioning and operating incorrectly. Specifically, the games were triggering a super bonus feature with unusually high winnings approximately every third spin. This behavior was clearly inconsistent with the intended mechanics of these games, as described in their informational game rules.

Several users, including Ms. Zana, noticed this malfunction but did not report it to customer support. The provider itself later informed us about the issue, after which a decision was made to remove winnings obtained from these games during the affected period, since such winnings could not be considered fair or legitimate.

At the same time, since this situation was treated as exploitation of a technical malfunction, users were not blocked, and only the winnings obtained specifically from the affected games were deducted.

The current balance on the account is 320 euros, which represents cashback received through the loyalty program, and these funds can be withdrawn without any restrictions. The remaining amount, namely 4000 euros in this case, was temporarily held during the investigation and later deducted accordingly.

This was not an unlawful confiscation, but a fair adjustment based on the confirmed technical malfunction.

Subject: Request for Proof - Case 210541

VoxCasino accused me of "malfunction in the game" and "fraudulent behavior". 

I demand immediate proof for these claims:

1. *Full game log* from 22.04.2026, time of 4000€ win. Every spin/round must be visible.

2. *Technical report* from the game provider confirming "malfunction". Provider name + Game ID + Session ID.

3. *Concrete proof* of what "fraudulent behavior" means. Which rule from T&C did I break? Exact paragraph.

Without these documents, the accusation is defamation and public slander that damages my reputation.

I have approved KYC, 320€ still in balance as proof my account is not blocked, and date of win.

Do not close this case without these documents. Words do not pay debts.

*Zana Rrokaj*

To Lucia/,to VoxCasino,

Even if those gentlemen told the truth about the "drone"/malfunction, they should not have informed players,during the game.

1. I am not your employee.I am a player. It is not my job to check your server, code, or technical errors. My job was to play honestly with my own money.

2. You stole from me + you mocked me.You stole 4000€ from me. The victim does not become guilty.

3. If there was a technical problem, it was your responsibility.You should have stopped the game immediately for everyone. Not let me spend my own money and then say "there was a problem". This is called fraud.

4. You call it "malfunction", but I am not a machine. I am a human who lost money earned with sweat and pain. Respect this.

I demand the return of 4000€ + written proof of the "drone" you claim. Without proof, this is a lie.

Zana