Vox Casino - Player’s winnings have been delayed.

Hello please help me get my money. I won on the second casino welcome bonus 175%. I followed all terms and also sent my documents for verification, they verified everything in profile but they refuse to pay out saying my profile is undergoing some additional verification, it has been a month now and they refuse to explain what exactly they are checking and how long it is going to take. I do not understand what else i can do, I contacted them on Live chat and by email multiple times but they still refuse to pay out

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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.

• Which games did you play to accumulate your winnings?
• Have you made any successful withdrawals from this casino before?
• Are any of your identity documents still pending verification, or does the additional verification relate to your gameplay?

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

I played the slot Diamond magic with stake 3 and had a win on it. No, this is my first withdrawal. I have no idea what they're checking, I sent them all documents they asked for and it is shown in profile that they are all verified.

Thank you for your reply. Before we proceed with the investigation, kindly forward me all the communication between you and the casino customer support regarding the additional verification at veronika.f@casino.guru. I appreciate your patience and cooperation.

Hello there is barely any communication by email, they ignore all my requests for updates, I asked for updates via lie chat and received nothing. They just told me there is an internal investigation and to wait

But I am verified on site and I do not understand what is happening

Dear mariiao

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, Michal (michal.k@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,

Veronika

Hello mariiao,

My name is Michal, and I’ve taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Vox Casino to join the conversation.

Dear Vox Casino,

I'm reaching out on behalf of your customer regarding their verification delay issues, which have not yet been adequately addressed by your team.

Although it seems their account has been verified the player is unable to withdraw their winnings. You prompt clarification and resolution of this matter will be greatly appreciated.

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru for a independent review.

Thank in advance.

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.