Vox Casino - Player’s winnings haven’t been received yet.

Good evening, I made a withdrawal on May 16 at Vox Casino, the amount was 2 thousand euros. I was asked for identification, which I did successfully. The documents requested the first time were a driver's license, an ID card with which I have made deposits, of course, and I hid some digits. A selfie with the cards, proof of residence. The second time, I was asked for the account movement. I sent it and that again verified my account successfully. Today, I logged into my account and saw that the withdrawal had been canceled. They did not send me an email. I logged into their chat. I asked why. They told me that I had to make 20 withdrawals of €100. I logged in and did it. Today, they credited my account with €100. I logged back into the chat. I asked when the rest of the money would be credited. I never got a clear answer. I have kept a screenshot of each of our conversations. Later, after 7:00 PM, I saw how many withdrawals were canceled, only one of €100. I asked them why, again no clear answer, I played those 100€ and won another 2850, my total withdrawal amount is now at 4000 650€. I have withdrawn 100€ and 200 so that I can break the amount as they told me, I will get the money I have won, my account is spotless, there is no violation, the money came from winnings in the game I was playing, they are not giving me clear answers and I am afraid I will lose the money, what can we do in this case?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear kikitsaeirini29,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you very much!

Good evening, my account at Vox Casino was closed, I mean I was expecting a withdrawal of €4,000, I saw that there were only two withdrawals of €100 left, I've been trying to enter the chat since noon and it won't let me, I don't even have access to my account now, can you resolve it, let's see what happens?

Dear kikitsaeirini29,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good evening, after they made me make 2000 euros per 100 euros in withdrawals, only one 100 euro withdrawal was made, and another 2000 euros that I could not withdraw, a total of 4000 euros, and 2 days ago I went into my account and saw 0 euros and they immediately kicked me out. I had no access to my account, I sent an email and I never got a response, something like this has never happened to me before. Please, if you can help, the situation is a lot of money, I won it and by what right do they do all this. And before they blocked me, I asked them about the money, when will I get it, but one person told me one thing and the other told me another.

Dear kikitsaeirini29, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

I have not made any withdrawals in the past, I have been verified twice, I have sent all the documents that were requested, I have not committed any violations, I won the money on the fruit machines..is it legal for me to forward some conversations to you, I am asking so that I do not have any problems

The casino may well see it, and I also don't have access to vox, they told me that I entered the wrong code and it closed, which is not true.

Out of the 4000 euros, they asked me to make 2000 euros per 100 euros in withdrawals, they charged me 100 euros per withdrawal and then closed my account, what are these things, let's find a solution, this has never happened to me in any betting shop, please contact vox to resolve my issue

Thanks

Dear kikitsaeirini29,

Thank you for your responses.

Could you please clarify how much money you have received from the casino in total so far? Based on your previous messages, it appears that at least one €100 withdrawal was paid, but I would like to confirm the exact amount that has been successfully credited to you.

Additionally, have you received any further payments since your account was closed, or is there still an outstanding balance that remains unpaid?

If possible, please also confirm the total amount you were attempting to withdraw when the account became inaccessible.

Thank you in advance for your cooperation.

Karla