Vox Casino - Player’s winnings were confiscated due to bonus issue.

Hello,

On 13.10, I won 1650 PLN at Vox Casino (voxcasino19.com) while playing with my own real money (I had made a 50 PLN deposit).

When I logged in on 14.10, I noticed that some kind of bonus activated automatically, even though in the "Promotions" section it showed "no active bonuses". I played for a while and later discovered that the bonus was active.

I contacted live chat to ask if I could cancel it and get my real balance back, but the support agent told me I would lose everything if I canceled. So I was forced to use the bonus balance. After completing the wagering, all my funds disappeared, and only 170 PLN remained.

Later, support informed me that, according to their bonus terms, the winnings were limited to 5x the bonus amount, and the rest was removed. However, my 1650 PLN winnings were from real money, not from the bonus.

This is extremaly unfair- I did.

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Dear Paulina123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vox Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Were you informed at any point of the bonus terms and conditions?
• How much money did you have in your casino account after you completed the wagering requirements?
• Could you please advise if the balance in your casino account is divided into real and bonus money balances?

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

Best regards,

Kristina

Dear Krystyna,

Thank you very much for your response and for looking into my case.

Just to clarify — my issue is with Vox Casino (voxcasino19.com), not Welle Casino (perhaps there was a small mix-up in the name).

Here are my answers:

I was never informed about any active bonus or its terms. When I logged into my account, it showed "no active bonuses." I didn’t choose or activate any bonus myself.

After meeting the wagering requirements, only around 170 PLN remained on my balance, even though I had won 1650 PLN the previous day using real money.

Yes, the casino balance is divided into real money and bonus money. However, all my real funds (including my winnings) were suddenly transferred to the bonus balance after a bonus was automatically activated, without my consent.

My main concern is that my real-money winnings (1650 PLN) were treated as bonus funds and removed according to bonus rules — even though I hadn’t used any bonus at that time.

Thank you very much for your help and for your time.

Kind regards,

Paulina 

Dear Krystyna,

I’ve just received a reply from Vox Casino. They stated that "when playing with real balance, all winnings are automatically transferred to the bonus balance – that’s how our system works."

This means they treat real money winnings as bonus funds, which seems completely unfair and contrary to how online casinos usually operate. I was never informed about such a rule anywhere in their terms and conditions.

This response confirms that my real-money winnings of 1650 PLN were converted into a bonus without consent, which I believe is unacceptable.

Thank you again for reviewing this. I hope this will help clarify how the casino handled my case.

Kind regards,

Paulina

Hi Krystyna,

I just wanted to kindly ask if there are any updates regarding my complaint against Vox Casino. I provided all the information yesterday. Thank you for your time and help!

Kind regards

Thank you for your reply, Paulina123. I apologize for the mistake. Thank you for pointing that out, and I have already edited the message. Before we proceed with further investigation, I need to gather a few more details:

• Are you sure that no bonus was automatically credited to you upon your last deposit? Can you post here (or forward me) a screenshot of your bonus history?
• Additionally, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you in advance.

I have sent an email with screenshots of my chat conversations with support.

I have sent confirmations of my conversations with the casino to the email address mentioned above.

I am writing to ask for your guidance regarding a situation with Vox Casino that I find very concerning. I have never encountered such a practice before, and I am still trying to understand how it was possible that my previous payout disappeared.

Due to a minimal bonus, 1650 PLN, which was a genuine win with my own money and without any bonus, was taken away. I have reviewed the casino’s terms and conditions, but I cannot find any clause that would justify taking my previous winnings due to a minimal bonus.

Could you please advise if this practice is legal under online gambling regulations? This situation has left me very frustrated and anxious, and I would greatly appreciate any guidance or assistance you can provide in resolving this fairly.

Thank you very much for your help.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Michal,

Thank you for taking over my case. I would like to briefly summarize that my issue concerns a situation where my entire real-money winnings were automatically transferred to the bonus balance after a small deposit bonus was activated. I was never informed that such a transfer could happen, and I could not find any rule in the casino’s terms and conditions that would justify this.

I sincerely hope that this matter can be reviewed fairly and resolved in a just way.

Thank you very much for your time and assistance.

Best regards,

Paulina

Hello Paulina123,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

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

Dear Vox Casino,

Could you kindly provide clarification regarding the sequence of events? The player asserts that they have not personally claimed any bonus at that time. Could you please verify this?

I would be very grateful if you could send me the player's full game log, which should include the bonus and deposit history, for my review, as I believe this is necessary to evaluate the situation.

You may send it to me at michal.k@casino.guru

Thank you in advance.

Hi Michal,

Thank you very much for taking over my case and contacting Vox Casino.

I would like to ask one important question for clarification — is it even possible, according to fair gambling practices, that a player’s real money winnings (which were already requested for withdrawal) could be automatically converted into bonus balance after a small deposit and bonus activation, without the player’s knowledge or consent?

It seems completely unfair and unclear to me, as the bonus was applied to the new deposit, not to my previous winnings.

Thank you again for your help and time.

Kind regards,

Paulina

Dear Paulina123,

Thank you for your response. Unfortunately, I’m unable to provide a definitive answer at this stage, as I don’t yet have full insight into your specific situation. Each case should be reviewed individually, as various factors can play a role.

In general, once a player claims a bonus (though this can vary depending on the specific casino bonus T&Cs and the type of bonus), the related bonus terms apply to all funds in the player’s account balance at that time. These conditions remain in effect until the wagering requirements are fulfilled and the "bonus" funds are converted into real money.

Please note that if funds are still visible in your balance when you claim a bonus—even if a withdrawal has already been requested—they may still fall under the bonus rules. However, this can differ depending on the situation, so it’s not always the case.

It is important to note that if you—or anyone else—prefer not to have existing funds subject to bonus terms, it’s advisable to withdraw your balance before claiming any new bonuses. This is the best way to avoid potential misunderstandings.

We just need to wait for the casino team’s response so I can review all the information from both sides and make a fair assessment of the situation.

Dear Michal,

Thank you for your detailed explanation. I fully understand that each case must be evaluated individually. However, I would like to emphasize that in my situation, there was a complete lack of transparency.

At no point was I informed that my real balance or winnings would be converted into bonus funds. There was no visible message, pop-up, or any indication in my account that such a change had occurred. I only discovered this after my real winnings disappeared.

I truly believe this situation reflects a serious issue of transparency on the casino’s side. Players should be clearly informed when their funds are subject to bonus terms — especially if this affects previously won real money.

Thank you again for your time and for carefully reviewing this case.

Kind regards,

Paulina123

Good afternoon,

Could you please provide me with your profile ID so I can verify the information?

Good afternoon,

Thank you for the information. Upon reviewing your account, I found that on October 13, you indeed won the mentioned amount. However, the following day, you played the game using a combination of your real and bonus balances. It appears that your real balance was mostly used in losing rounds, resulting in a total loss of $546.5, which is equivalent to 2,018.45 PLN.

Additionally, we would like to conduct a review of the alternating activity observed in this game, where real and bonus balances were used interchangeably.

That said, this situation indicates that your real balance did not disappear but was lost during gameplay. For confirmation, I have attached part of the session records.

Thank you for your response.

However, I must strongly disagree with your explanation.

At no point was I informed that my real balance and bonus balance would be mixed or that the bonus terms would apply to all my funds. There was absolutely no notification or transparent message indicating this. How was I supposed to know that my entire real balance had become subject to bonus conditions?

The bonus was automatically activated upon my deposit — I did not manually accept or trigger it. My winnings were earned with real money before this activation, and I should have been able to withdraw them freely.

If the casino’s system combines real and bonus funds without clear, visible communication to the player, this represents a serious lack of transparency and fairness. Such a practice can easily mislead players, as it did in my case.

I kindly ask you to explain why no warning or visible information was provided before my real balance became tied to bonus terms, and to indicate the exact clause in your Terms and Conditions that allows such a conversion.

Kind regards

Dear Paulina123,

Although the decision to make a deposit is entirely yours and can be done at basically any time you choose, I am curious to know what led you to make the deposit when you had quite a substantial amount in your casino balance at that moment, as this is quite uncommon.

Dear Vox Casino,

Could you please confirm the type and details of the bonus in question, which became attached to the player’s funds on October 14th? Additionally, is this bonus credited automatically with the deposit, or does it need to be manually requested/claimed by the player?

I would also like to review the player’s complete bonus and deposit history in order to properly assess the situation. Kindly forward this evidence to me at michal.k@casino.guru

Good afternoon,

I will prepare all the information and send it to you by email shortly. Thank you!

Dear Vox Casino,

I'm looking forward to your email with the requested information and evidence.

Dear Paulina123,

Can you please answer my question?

I am curious to know what led you to make the deposit when you had quite a substantial amount in your casino balance at that moment, as this is quite uncommon.

Dear Michal,

Thank you for your message.

I made the deposit because I wanted to continue playing a bit while waiting for my withdrawal to be processed. I didn’t know that making a small deposit would automatically activate a bonus and affect my previous real balance or winnings.

There was no clear information or warning on the website that the new deposit would apply bonus terms to all of my funds — including my previous real balance. If I had known that, I would have never made the deposit.

I hope this helps to clarify my intentions — I was simply playing normally and didn’t expect that my real winnings could disappear because of a minimal bonus linked to a new deposit.

Best regards,

Paulina

Dear Paulina123,

Thank you for your reply. I will need to await the evidence from the casino to evaluate the situation and determine if there are any actions that can be taken.

Hi Michal,

I hope you’re doing well. I wanted to kindly ask if you’ve already received any information or feedback from Vox Casino regarding my case. I’d really appreciate an update whenever possible.

Thank you very much for your time and assistance.

Best regards,

Paulina

Good afternoon,

All the evidence has been sent to your email.

Dear Paulina123,

I sincerely apologise for not getting back to you sooner. I have taken the time to examine the information and evidence presented by the casino team, and although it does support many aspects of their explanation, it still does not completely clarify the entire situation for me. I have asked them for additional clarification.

Nonetheless, I was informed that the bonus in question was activated by you on October 13. As this was a CRM department bonus delivered via email, this means that you must have opened and read the email, visited the website, and completed the onboarding process. The bonus was then awarded to you the following day. Are you still claiming you were not aware of this?

Do you have the email with the bonus? If so, kindly forward it to me or share it here in the complaint thread.

Hi Michał,

Thank you for your message. I would like to clarify that I definitely did not receive any bonus via email. I did not get any CRM promotional email, nor did I open, read, or activate anything from my mailbox.

The only thing that happened on that day was a regular deposit of 50 PLN, and the bonus was automatically added at the moment of the deposit. I did not see any message, popup, checkbox, or warning informing me that by making this deposit my entire balance, including my previous winnings, would suddenly become subject to bonus terms.

Had I seen such a message, I would have never made the deposit.

From my perspective, the bonus was applied automatically and without proper transparency or informed consent. I had no way of knowing that my existing funds would be converted into bonus-affected funds.

Thank you for continuing to look into this.

Best regards,

Paulina

I definitely did not activate any bonus from an email. I did not see, open, or click anything related to a bonus in my mailbox — and I am absolutely sure about that. Even if such an email had been sent, I did not notice it and I certainly did not activate anything from it.

The only bonus that appeared was the one that was automatically added during my 50 PLN deposit. I did not choose it manually, I did not confirm it, and I was not informed that by making this deposit my entire existing balance, including my previous winnings, would fall under bonus conditions.

There was no popup, no warning, no checkbox, and no transparent message explaining this.

Had I been aware of this, I never would have made the deposit.

From my perspective, the bonus was applied automatically and without proper transparency or informed consent.

Thank you for your continued assistance.

Best regards,

Paulina

Dear Paulina123,

Thank you for your response. I find myself in a position where I am receiving contradictory information from both parties. Therefore, can you please confirm that you are 100% sure, stating you have NOT claimed any bonus from Vox Casino that was sent to you via email on the 13th or possibly the 14th of October? The evidence I have received, which was also partially shared in this complaint thread, indicates otherwise, assuming that this bonus and gameplay history indeed pertain to your casino account.

I confirm 100% that I did NOT claim, activate, or redeem any email bonus from Vox Casino on the 13th or 14th of October.

I did not receive such an email in my inbox, I did not see it, I did not open it, and I absolutely did not activate anything from an email.

I never claim bonuses this way, and most promotional emails usually go to spam — but in this case, I definitely did not get any bonus from an email, nor did I perform any action that could activate one.

The only bonus that appeared was the one that was automatically attached to my 50 PLN deposit.

I did not manually choose it, I did not request it, and there was no transparent information that this deposit bonus would place my entire existing balance — including my earlier real-money winnings — under bonus conditions.

If the casino claims that I activated an email bonus, their records must be mistaken or not correctly linked to my account.

I stand by this with full certainty.

Best regards,

Paulina

would like to clarify one more important point:

I did not activate any bonus from any email.

The only thing I did on that day was reply to the support team, because they asked me to confirm that the withdrawal request was made by me. I confirmed it — nothing more.

I never opened or activated any promotional email, nor did I receive any email offering a bonus on 13 or 14 October. I am absolutely sure of this.

The only bonus that appeared was the one that was automatically added during my 50 PLN deposit, and at no point was I informed that my entire existing balance, including the previous winnings, would fall under bonus conditions.

Thank you.

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,

I would like to kindly clarify that the evidence I previously provided reflects CRM-issued bonuses, which are delivered exclusively via email. If needed, I can request additional screenshots from our CRM department to further confirm that the emails were sent. By comparing the dates, it should be possible to obtain a clearer picture of the situation.

From our side, we have shared system-generated records of bonus activations. These reports cannot be edited or altered, as they are created automatically for internal review and auditing purposes.

At the same time, we understand that the user may have a different perception of events, but without verifiable evidence on their side, it is difficult to confirm the claim that the emails were never received. Nonetheless, we remain fully open to cooperation and are ready to provide any additional information you may require.

Hello,

I would like to make this absolutely clear:

The bonus was activated automatically when I made a 50 PLN deposit.

I did not click any link from an email, I did not open or claim any email bonus, and I did not activate anything through CRM communication. This simply did not happen.

What is most important — there was no transparent information shown to me at any point that my entire existing balance (my previous winnings) would become subject to bonus terms.

No pop-up, no warning, no message, nothing on the screen. I am not a mind reader, so how was I supposed to know that my real balance would suddenly be tied to bonus conditions just because I made a small deposit?

If such a warning had appeared, I would never have continued.

To summarize:

I did not activate a bonus from email.

The only bonus applied was the one automatically added to the 50 PLN deposit.

There was zero transparency about the fact that my whole balance would be affected by bonus rules.

Dear Vox Casino,

I would like to respectfully request any evidence you may have, such as logs from the player's account, that would confirm the player's active visit to your casino website after they opened the bonus email and completed the bonus onboarding process, as you had previously indicated.

Furthermore, I would appreciate it if you could send me the player's complete gamelog for the week leading up to this issue, preferably in XLS format, along with the player's bonus history (claimed bonuses) for a comprehensive evaluation at michal.k@casino.guru

Thank you in advance.

Hi Michal,

I would also like to clarify one more thing.

There are no logs from the week before this incident simply because I did not play at all. I only logged into my account on the day when I won the money, and then again the next day when I made the unfortunate 50 PLN deposit.

That is the full extent of my activity during that time.

Good afternoon,

I will prepare a response for you today and send it to your email.

Hi Michal,

I hope you’re doing well.

I just wanted to kindly ask if there are any updates regarding my case.

You mentioned you would send me an email, but I haven’t received anything yet.

Thank you in advance.

Dear Paulina123,

I have no new updates to share with you yet. I'm still awaiting the additional evidence I have requested from the casino team.

Additionally, I don't recall saying I would send you an email. Can you please elaborate?

Hi Michał,

sorry for the mistake — I looked at it wrong.

Good afternoon,

I sent you answer via email

Dear Vox Casino,

Thank you for your email. I'm looking forward to receiving the additional information and evidence that I have requested.

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.

Dear Vox Casino,

I am writing to follow up on my previous email, as I have not yet received the additional information and evidence I requested.

I look forward to your swift response.

Good afternoon, I sent you answer

Dear Vox Casino,

Thank you for your email. I have replied with additional questions, as some elements still remain unclear to me.

Good afternoon, Michal

I sent you answer via email

Thank you for providing me with all the information and evidence regarding this case, Vox Casino team.

Dear Paulina123,

After a comprehensive review of all the information and evidence, including the sequence of events, I would like to reiterate that the bonus in question was activated by you on October 13. As previously stated, and supported by the evidence I have received, this bonus was a CRM department initiative delivered via email to you. This indicates that you must have opened and read the email, visited the website, and completed the onboarding process, as such bonuses require active activation by the players. Consequently, the bonus was automatically credited to you the following day (October 14) when you made a deposit.

As the casino team mentioned to me:

This bonus is available only to users who have already registered on the website (i.e., existing players, not new registrations). Once activated, the bonus appears as active in the Promotions section. The only remaining step is to make a deposit, which the user did.

Although you did deposit on October 13, this occurred before the activation of the bonus, which is why the bonus was credited the next day when you made another (the "bonus-activating") deposit.

I can appreciate your perspective that being informed about the bonus's impact on your overall balance would have been beneficial; however, a lack of your awareness regarding the bonus rules sadly does not constitute a valid reason for disregarding the established guidelines.

I fully understand that this situation does not reflect the best user experience. On the other hand, the casino team has not done anything that is against the industry standard rules or what we would consider unfair. Additionally, you have utilised a combination of your real and bonus balances while playing, which suggests that if there were no prior real money funds in your account, the wagering requirements for the bonus may not have been met at all.

In light of this, the casino team has operated within the framework of their established rules, which you agreed to upon opening your account.

I understand that this may not be the outcome you were hoping for, and if you feel that our conclusion is incorrect and still believe that the casino has treated you unfairly, you are more than welcome to submit a complaint to the casino's licensing authority. However, we are unable to offer any further assistance regarding this matter.

Should you choose to pursue this option, please feel free to inform me of the authority’s decision at michal.k@casino.guru.

As a general recommendation, I strongly encourage you to carefully review bonus terms and conditions before claiming any offers, and to withdraw any existing real-money balance prior to activating a new bonus. This approach can help prevent similar misunderstandings in the future.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru