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