Vox Casino - Player’s winnings have been confiscated.

Hello, I made a withdrawal at Vox Casino for a total of PLN 44,000 on April 18, 2026. PLN 2,000 of this amount was paid to me the same day. After waiting 30 days for the withdrawal, the casino did not pay me the remaining PLN 42,000 winnings. They canceled the withdrawal and reset my actual balance to zero. I should add that I was not informed of this. I only learned about this situation after writing on the game's support page, and I was accused of fraud and attempting to enrich myself illegally. After my investigation, they wrote to me on support that they had a technical error and accused me of attempting to enrich myself dishonestly. I'll also add that my winnings of PLN 44,000 were paid out in PLN 2,000 increments. So, there were a total of 22 withdrawals of PLN 2,000 each. As I mentioned earlier, one of them was paid out to me on the same day, leaving me with 21 withdrawals of PLN 2,000 each. On the last withdrawal day, all my withdrawals were listed as "error," and a new withdrawal (not made by me) appeared in Kaunas for PLN 42,000.03 with the status "successful." The payment method for this amount is listed as "administrative fee." I received cashback of PLN 3,780 for this withdrawn amount. I made a withdrawal of this cashback, and on May 22, 2026, they paid me out. The first payment method status is "administrative fee," and the second payment status for the same amount is "bank transfer," which was successfully paid to my bank account. I am asking for help in recovering my winnings which I won legally. I am attaching attachments to the situation presented.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which games you played to accumulate your winnings?
• Am I correct in understanding that these winnings were accumulated on April 17 and 18, 2026?
• During these two days, did you play Amatic games by any chance?

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

Veronika

Hello, as I sent the attachments above, I played these games, I think I also got a game from Amatic, I will also add that even if it was any mistake on the casino's side, on the payout day they paid me PLN 2,000 and kept the rest until the last day, after which the amount disappeared and no one even informed me about it. If I hadn't filed a claim, what was happening with this money and why it was in the account, that it all disappeared, no one would have informed me about anything.

Hello, I played the games above, yes, I played these games on April 17 and 18, so I got a game from the company Amatic, I think I will send you one payment which I did not receive in my payments

If you need any information that I may not have sent or written, please write, please just contact me, I will work on it immediately, thank you and best regards

Hello, is there any chance of getting my winnings back?

Hello, the casino started sending me messages after I posted here that they had a system error. Please tell me why. It was detected after 30 days. I requested a withdrawal, even though I had already received part of the winnings. They took 42,000. They explained that there was a system error, but it wasn't my fault, it was theirs, and therefore the money was illegally won. But will someone explain to me how it is illegally won? No one even informed me about it. I didn't receive any information. I don't understand at all. Suddenly, after 30 days, the payout day, they take the amount from me. I have to ask where the money is. Their answer is that they took it because it's Monday and we won't win. But once again, I'm asking who informed me about this. No one, no message, no problem in the game, and suddenly there's a problem because of them. They're taking the money from them. I don't understand.

Dear Damianlata,

On 17–18 April 2026, several Amatic slots experienced a technical malfunction, which resulted in unusually high winnings for a number of players.

This issue was confirmed by the game provider itself, and we have also received this confirmation directly. In addition, there are multiple publicly available reports online regarding this incident.

Therefore, unfortunately, the winnings credited to your account were not valid. I hope this helps clarify the situation.

For the reasons mentioned above, we are now proceeding to reject this complaint. Thank you for your understanding. I am genuinely sorry that we could not assist you further in this case, as we always aim to help players resolve their issues whenever possible.

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

Best regards,

Veronika