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 I have withdrawn 100€ and 200 so that I can break the amount as they told me, I will get the money I have won, my account is spotless, there is no violation, the money came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?

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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

Good evening, I have received 100 euros so far, I have not received any other withdrawals since my account was closed. Before my account became inaccessible, I had made 20 withdrawals of 100 euros as they told me to do at the casino and I also had a plus of 2000 euros that they would not let me withdraw and that was the same in my account.

Hello kikitsaeirini29,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear kikitsaeirini29,

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, Martin L., (martin.l@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,

Karla Mayfly

Hello kikitsaeirini29,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Vox Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account blocked and withdrawals withheld? In case there is any available and relevant evidence pertaining to this case, please send it to martin.l@casino.guru

Thank you in advance for providing us with your view of the issue.

Good afternoon,

Could you please clarify which of your three accounts is experiencing the withdrawal issue?

At the moment, there is a clear violation of the platform’s rules, namely the creation and use of multiple accounts, as well as simultaneous activity across them.

We kindly ask you to provide clarification so we can proceed with reviewing your case.

Dear casino representative,

thank you for your response. Would it be possible for you to provide us with evidence regarding this case, including the clarification regarding the steps the casino has decided to undertake?

In case the evidence is deemed confidential, please message me at martin.l@casino.guru.

Dear kikitsaeirini29,

could you please address the casino's latest message? Have you created multiple accounts on the casino's website?

Which account has a problem, the one you deposited 100 euros with? If it has a problem, why did you deposit 100? I have an account since I remember. When it's for deposits, everything is fine. When it's for withdrawals, however, find something so that you don't give away the money. Deposit the 4000 I won. When I made a deposit, you didn't mind, now leave it.

Dear kikitsaeirini29,

Could you please confirm whether you created and concurrently used more than one account at Vox Casino? The casino has stated that three accounts are linked to you, so we need a clear clarification. If you had these multiple accounts, what was the reason for their creation?

Dear Vox Casino representative,

Could you please provide clarification regarding the multiple accounts, including how they are linked, which account held the disputed balance, and what final decision the casino has taken regarding the remaining funds? Were any deposits refunded already? Do you believe the player has tried to abuse any bonus offers?

I don't remember doing anything, but please tell us who the three accounts are that they say, I had registered through Google, which is the same email address that I use everywhere. And beyond that, why did they charge me a withdrawal of 100 euros and why did they leave me alone and I made deposits? And also, where does this company tell you to break your withdrawals into 100 euros? I understand. When our deposits are made, they are fine.

Dear kikitsaeirini29,

I have contacted the casino representative outside of the thread as well, and I hope we will receive a more detailed response soon.

Please note, however, that the casino has raised concerns regarding multiple accounts, so this is something we will need to clarify properly. If it is confirmed that multiple accounts were knowingly created and used, it may significantly limit our ability to assist further.

For now, we will wait for the casino’s explanation and supporting evidence.

Good afternoon,

The information provided by the player is not entirely accurate.

After registering on 16 May, the player won funds and, on the same day, submitted a withdrawal request for €2,000. However, after completing the verification process, the player voluntarily cancelled this request and replaced it with several smaller withdrawal requests of €100, €150, and €200, while also submitting an additional withdrawal request for €1,400 on 27 May.

As the processing time for each individual withdrawal request ranges from a few minutes to up to five business days, we always recommend that players refrain from gambling while their withdrawal requests are still pending. Until the funds have been deducted from the gaming balance and transferred, there is always a risk of spending more than originally intended.

On 28 May, the very next day, the player began actively gambling with the remaining balance. For example:

Cold Win 2: Hold The Spin (10:28 UTC)

Total Bets: $4,976.38

Total Wins: $1,529.85

Cold Win 2: Hold The Spin (10:40 UTC)

Total Bets: $1,403.24

Total Wins: $203.28

Additionally, on 29 May, the player had several more gaming sessions in 3x5 Hold The Spin and 3 Royal Coins: Hold and Win, where further losses were incurred.

After these sessions, the player did not continue playing. Furthermore, there was no account closure, confiscation of funds, or balance deduction on our part. The funds were simply lost through the player's own gameplay before the Financial Department had processed the pending withdrawal requests.

Despite this unfortunate situation, the player had made deposits totaling only €80 and had already successfully withdrawn €100 before the losses occurred. Therefore, the player did not incur an overall financial loss.

For future reference, we strongly recommend waiting until withdrawal requests have been fully processed before continuing to gamble. While we understand that this situation is frustrating, no violation or misconduct occurred on our side, as the funds were spent by the player before they could be transferred through the pending withdrawal requests.

Dear casino representative,

Thank you for your continued cooperation.

The situation here can be dealt with in quite a straightforward manner from our side.

If the player lost the funds through regular gameplay, there will be no funds to challenge and the complaint will unfortunately need to be rejected.

If multiple accounts were created and used, we will also be forced to close the complaint as rejected due to the violation of casino's terms and conditions.

However, until either of these points can be properly proven, we believe the ball is in the casino's court. Please provide us with the player's full playing history or system data proving multiple accounts are linked by various data points. All of this information will be kept confidential - you can send it to martin.l@casino.guru

Dear kikitsaeirini29,

thank you for your continued patience. Could you please offer us your comments on the casino's claims? Do you dispute them?

Of course you are telling a lot of lies, first of all I did not make any withdrawals of 100 euros from the casino, they told me to do it, secondly I did not play the money since May 27, I did not have access to my account, how do you say that I played on the 28th and 29th of the month, you threw me out of the account after all of a sudden you removed the withdrawals of 100 euros from me, which were 20 in total, and you left me 2 withdrawals at the time it happened, I was inside, after you did this to me you threw me out, they could not get in.. Martin, I can send you snapshots of what I claim I have them in photos, give me your email.. and lastly on May 28 I sent you a message and I tell you that I cannot get into my account, see above the conversations together since I did not have access, how did I play, don't work for us already. oh my... I also have a chat conversation where I tell them why you told me to cancel my withdrawal of 2000 euros and make it in 100 euro increments, why are you doing this, and the answer was that this is necessary so that our specialists can process your withdrawal.

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.

Good afternoon Martin,

Today, I will send you all the necessary information via Teams so that you have no reason to doubt our statements. I can substantiate and confirm every statement we have made with supporting evidence.

Dear casino representative,

thank you for your response, I will be awaiting your message.

Martin to send you the full game and connection history, which game I played, each spin, the game transactions, the amounts bet, profits and losses, connection history and withdrawal and cancellation history..I did not have access to my account.(((((I ask again Martin, to which email can I send you what I claim, to which email????? The money disappeared themselves while I was inside, I have screenshots of the displays that I can send you ?????

Dear kikitsaeirini29,

thank you for your message. My email address is martin.l@casino.guru

Good afternoon,

I sent messages in Teams to you Martin

Dear casino representative,

thank you for your message, please provide us with the requested information as soon as possible.

Dear kikitsaeirini29,

I can confirm I have received further clarifications from the casino.

I will update the thread soon, most likely during the weekend.

Dear kikitsaeirini29,

thank you for your patience while we reviewed the additional records provided by the casino.

Firstly, we acknowledge that the handling of your withdrawals was not ideal. In particular, you were instructed to cancel the original withdrawal and divide it into smaller requests, after which most of those requests failed or were cancelled. This seems to have created unnecessary confusion and understandably contributed to your concerns about what happened to the balance.

Nevertheless, the account records show that the funds were not confiscated or manually removed by the casino. Instead, the cancelled withdrawal amounts appear to have returned to your playable balance, after which numerous gaming sessions took place and the balance was gradually lost through gameplay. The records also show account logins during this period and contain no indication that the account was blocked at the relevant time.

Based on the available evidence, the most likely explanation is therefore that the remaining balance was played through. If you have any concrete evidence of unauthorized account access, such as an unfamiliar login notification, changed credentials, or another specific indication that somebody else accessed the account, please provide it. Otherwise, it seems we will have to proceed toward closing this complaint.

Dear kikitsaeirini29,

Thank you for your patience throughout our review.

We have carefully compared the screenshots you submitted with the account records provided by the casino. We agree that the handling of your withdrawals was confusing and far from ideal, particularly the instruction to divide the original withdrawal into numerous smaller requests.

Nevertheless, the available records show that the cancelled amounts returned to the playable balance and that extensive gameplay subsequently took place on the account. Your screenshots confirm the withdrawal difficulties and a temporary account review, but they do not show that you were unable to access the account during the disputed gaming sessions or that somebody else gained access to it.

As we have not received any concrete evidence of unauthorized access, we cannot reasonably disregard the casino’s gameplay records or request payment of funds that appear to have been lost through gameplay. For this reason, we must reject the complaint as unjustified.

I am sorry that we could not provide a more favorable outcome.

Kind regards,

Martin