Vox Casino - Player’s winnings have been confiscated.

I am filing this complaint against Vox Casino for the unfair confiscation of my legitimate winnings totaling 60,000 PLN (approx. 14,000 EUR).

The casino blocked my account and seized my funds citing a "third-party deposit" violation. The violation in question refers to a single, accidental deposit of 25 PLN (~6 EUR) made over 12 months ago from my spouse's card.

I strongly contest this decision based on the following:

Principle of Proportionality: Seizing 14,000 EUR for a 6 EUR error from over a year ago is a gross violation of fair gaming standards.

Recent Personal Funding: Within the last 3 months, I have deposited over 3,000 PLN (~700 EUR) exclusively from my own verified personal bank account. My current winnings were generated from these recent, legitimate funds.

Good Faith: I have been fully transparent with the casino, providing a photo of the card in question and a signed Affidavit of Authorization from the cardholder (my spouse).

Acquiescence: The casino accepted the 6 EUR deposit a year ago and allowed me to continue playing and depositing thousands of PLN since then. They cannot retroactively use an old, minor discrepancy to avoid paying out a significant win now.

I request the mediator's help in recovering my funds, as the casino's actions are predatory and lack any sense of proportionality.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the T&Cs, and this is what I found:

8.3. The Client may deposit funds into their gaming account from an account/system and/or bank card registered in the Client’s name. The Company does not accept funds from third parties. If the Company determines during the security check process that this condition has been violated, all winnings will be confiscated. Deposits made using payment instruments belonging to third parties are prohibited. "Third parties" in this context refer to friends, partners, relatives, or spouses. All payments must be made using a payment card, digital wallet, or other payment instrument registered in the Client’s name. If the check process reveals that the payment instrument is registered in someone else’s name, the Account will be closed and all transactions made via that payment instrument will be canceled. Consequently, all winnings will be returned to the Company, and all initial deposits will be returned to the rightful owner of the payment card or digital wallet. If it is not possible to refund the initial deposit or deposits to the rightful owner’s payment instrument, the funds will be returned by bank transfer, in which case all bank fees and commissions will be borne by the owner of the payment instrument.

Furthermore, please check our Fair Gambling Codex for Players:

Payments For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Attila

I would like to add a crucial point regarding the casino's bad faith. During the verification process, the very first thing the casino questioned was exactly this 25 PLN deposit from over a year ago. This proves that their system had flagged this card (with my spouse's maiden name) long ago. They chose to ignore it while I was depositing over 3,000 PLN of my own funds and even when they paid out 95.42 EUR to me in February 2026. They only decided to 'enforce' this rule now to avoid paying out my 14,000 EUR win. This is a clear case of selective enforcement and seeking a pretext for confiscation.

Due to the large number of files, I will attach all relevant screenshots of these conversations and bank confirmations (including the February payout) via email once it is provided, to ensure full documentation of these facts.

Dear Player,

Thank you very much for your reply. You can send all sensitive documents to my email at attila.g@casino.guru. Additionally, could you kindly clarify whether the bank account in question is a joint account or if it is solely owned by your spouse?

Thank you in advance for your response.

Dear Attila,

Thank you for your reply. Regarding the bank account, it is technically registered in my spouse's name. However, I would like to emphasize that under Polish law, we are subject to the principle of marital joint property(commonwealth of property), and this account is used for our common household needs.

Most importantly, I have official proof that my personal funds (unemployment benefits from the District Labor Office - PUP Turek) were legally transferred directly to this account in my name. This proves that the funds used for the 25 PLN deposit were my own, and I was the beneficial owner of that money.

Could you please kindly confirm that you have received all the attached documents via mail?

I am sending all the sensitive documents, including bank statements and the signed Affidavit of Authorization, to your email right now.

Dear Player,

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, Stefan (stefan.m@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 Zbyszko84,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Vox Casino to join this conversation and assist in addressing the complaint.

Dear Vox Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Stefan,

I want to provide a crucial update. I have just received an automated email from help@voxcasino.com stating that my account is permanently blocked and my winnings confiscated due to the 25 PLN third-party deposit from over a year ago.

Additionally, I would like to emphasize that my total deposits to this casino amount to approximately 5,500 PLN (~1,300 EUR). Unfortunately, I cannot provide the exact total down to the penny because the casino has blocked my account access, preventing me from viewing my full transaction history. However, I can confirm that over 3,000 PLN of these funds were deposited recently (within the last year) exclusively from my own verified personal bank account.

The casino was more than happy to accept these 5,500 PLN while I was playing, but they are now using a 6 EUR technicality from 12 months ago to avoid paying out my 60,000 PLN win. They have not even offered to refund my legitimate deposits. This is a clear case of "cherry-picking" the rules and acting in bad faith. I am waiting for their official response to your inquiry here.

Dear Stefan,

The timeframe for the casino’s response has now concluded. I would like to submit a final summary of the facts, proving that the confiscation of my 60,000 PLN (~14,000 EUR) is an act of bad faith and selective enforcement:

1. The February 7th Precedent: The casino already audited and approved my account last month, successfully processing a withdrawal of 95.42 EUR via Verser Pay Ltd. By doing so, they waived any past technicalities. They cannot retroactively "discover" a 12-month-old 6 EUR error only when the win reaches 14,000 EUR. This is the definition of selective enforcement.
2. Beneficial Ownership: I have provided bank statements proving the 25 PLN deposit consisted of my own legal unemployment benefits from the District Labor Office in Turek (PUP Turek). Under Polish law (Art. 31 KRO), these funds are marital joint property. There was no "third-party funding," only the use of a marital payment instrument for my own funds.
3. Systemic Predatory Behavior: Vox Casino has a documented pattern of stalling large payouts. I am aware of another current case involving €25,355.32where the casino forced the player into tiny €200 increments and subjected them to three separate "administrative reviews" to stop the process. My case (citing a 12-month-old €6 technicality) is clearly part of this same systemic effort to avoid significant payouts.
4. Regulatory & ADR Breach: Section 22 in both the Polish and English versions of the Terms & Conditions fails to provide access to a mandatory independent ADR (Alternative Dispute Resolution) body. This is a direct violation of the new CGA Player Complaints & ADR Policy (LOK 2025). Furthermore, my attempts to reach the regulator (Antillephone) are being bounced back, and the casino is not listed on the official CADRE portal.
5. Evidence of Concealment (Live Chat): I contacted live support as an anonymous user to ask for the name of their mandatory ADR entity. Their response was: "I have passed this information to the technical department, but we haven't received an answer yet." It is absurd that a licensed casino needs a "technical department" to identify its legal mediator. This proves Vox Casino is intentionally concealing its regulatory obligations.
6. Failure to Refund Deposits: While citing Section 8.3 to block me, the casino has failed to follow the same section’s requirement to refund my initial deposits (~5,500 PLN), proving they are only interested in seizing funds, not following their own rules.

I request that the casino be held to the same standards they accepted in February and release the full 60,000 PLN.

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.

Evidence of Misleading Information (March 30th): I specifically asked the live chat about the mandatory ADR entity. The casino responded by pointing only to their own support and the regulator (Antillephone), completely omitting the mandatory independent ADR required by LOK 2025 regulations. This is a deliberate attempt to hide player protection channels from a user seeking to resolve a 14,000 EUR dispute.

Dear Stefan,

I would like to provide an urgent update regarding the current status of Vox Casino (Udwin B.V.):

1. Systemic Payout Failure: I have identified at least four other active complaints on Casino Guru where Vox Casino has completely stopped responding and ceased all payouts, even for small, previously verified amounts. This indicates a systemic failure or a potential exit scam by the operator.
2. Formal Escalation to CGA: Given the casino’s total silence and their failure to provide a mandatory ADR channel (breach of LOK 2024/157), I have officially updated my complaint with the Curaçao Gaming Authority (CGA). I have informed the regulator that the operator is now ignoring multiple independent mediations and is operating on mirrors without the mandatory Digital Seal.
3. Evidence of Bad Faith: The casino remains active on live chat for new deposits but continues to ignore this 14,000 EUR dispute. This confirms they are acting in bad faith to avoid paying out legitimate high-roller winnings.

I request Casino Guru to take these systemic failures into account and consider an immediate warning or "Blacklist" status for this operator to protect other players from further losses.

Good afternoon,

I would like to clarify this complaint. The user in question was blocked and their winnings were confiscated due to a serious violation of our rules — making deposits using third-party payment details. This was identified during the verification process, which was unsuccessful for this exact reason.

This violation is clearly stated in our Terms and Conditions under clause 8.3 and is publicly available in the relevant section: https://voxcasino.com/en/terms

Dear CasinoGuru Team,

I noticed that Stefan is currently away, but I feel it is crucial to address the casino's recent response immediately so it does not stand unchallenged.

The casino's claim that my verification was "unsuccessful" is a direct lie. As evidenced by the bank documents I have already submitted, the casino successfully audited my account and processed a withdrawal on February 7, 2026. Their sudden "discovery" of a 12-month-old, 6 EUR technicality only now—when the winnings reached 14,000 EUR—is a clear case of selective enforcement.

Additionally, while the casino cites Clause 8.3, they have intentionally ignored the part of that same clause which requires them to refund initial deposits. They have seized approximately 5,500 PLN of my own funds without any attempt to refund them, proving their actions are predatory and in bad faith.

I look forward to your further guidance on this matter.

Dear Zbyszko84,

Thank you for your patience and your continued cooperation.

Dear Vox Casino,

Could you please provide us with the player's complete transaction history and the evidence that the account was funded by a third party? You can send it to my email address stefan.m@casino.guru.

I look forward to your response.

Good afternoon,

I have sent the documents to your email.

Dear Zbyszko84,

We have carefully reviewed the evidence provided by the casino and agree with their decision. It is strictly prohibited to fund an account using third-party payment methods, as this constitutes a clear violation of the casino’s Terms and Conditions and AML (Anti-Money Laundering) policy.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are always welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be reviewed, our team is here and ready to support you.

Kind regards,

Stefan

Casino.Guru