The player from Germany had won €3600 at Vox Casino but faced issues with the withdrawal process. After verifying her account, she learned that she had to withdraw her winnings in €100 installments, which extended the payment period unnecessarily. The status of her €3600 withdrawal remained "Payment is being processed" since March 1, 2026. The issue was resolved after the player submitted a new withdrawal request via SEPA transfer due to problems with Skrill, and the complaint was marked as resolved upon her confirmation of payment received.
Vox Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €3,600
Vox Casino
Safety Index:HighCase summary
Discussion
Public
Public
1 month ago
Translation
Hello, on March 1st, 2026, I won €3600 at Vox Casino. Last year I also won €3500, which was credited to my account in one lump sum after 14 days.
On March 3, 2026, I was asked to verify my account again and provide proof of everything, including proof of deposit. I did all of this and received written confirmation on March 4, 2026, that everything was in order and I was verified. The confirmation also noted that the withdrawal period had been updated. So, as of March 4, 2026, the withdrawal period is 5 days according to the terms and conditions for this amount.
The five days have been up since yesterday. And this morning I got an email from Vox Casino recommending that I withdraw my winnings in €100 installments so that the payment provider actually sends the money. That's ridiculous! I'd have to cancel my request now, and the payment period for €100 is 14 days. That's pointless; what good would my winnings do then? I just don't know what to do. I don't want to argue with the casino.
The transaction history shows the status "Payment is being processed" for the 3,600 euros since March 1, 2026.
How should I behave now?
Kind regards, Sina H.
My username at VOX casino is the email address: [hidden by Casino Guru]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 month ago
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.
Public
Public
1 month ago
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.
- Have you contacted the casino to ask about the status of your pending withdrawal request? Have they advised you whether it is necessary to cancel it, or whether the recommendation to withdraw your winnings in installments applies to already pending withdrawal requests?
- Which payment methods have you used so far to deposit and withdraw funds at this casino?
- Are there higher withdrawal limits available when using different payment methods?
- How many pending withdrawal requests are you allowed to have in your account at the same time?
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
Public
Public
1 month ago
TranslationHello,
I will try to answer everything chronologically.
To begin with, back in December 2025 I won €3,500 at Vox Casino. I then had to verify my identity, and after about 10 days my winnings were deposited in one lump sum into my Belgian Monese account.
I always made deposits from my German checking account. So I have a German account, a Belgian Euro account, and a Skrill account.
On March 1, 2026, I won €3,600 and submitted a withdrawal request. I received an email stating that I needed to re-verify my account. I then provided proof of my Belgian, German, and Skrill accounts, as well as the deposit slip showing that I had transferred €30 from my German account to Vox Casino.
On March 2nd, 2026, I received a message regarding verification. After completing everything, I received an email confirming successful verification and informing me that the payment deadline would be updated accordingly. For amounts between €500 and €4999, the payout period is exactly 5 days according to the terms and conditions. Yesterday was March 10th, 2026, the sixth day. Early in the morning at 6:00 AM, I received an email recommending that I convert the winnings into several inquiries for several hundred euros each.
So I contacted customer service for more details. Why all this? And whether I could submit multiple requests simultaneously, which would then be paid as individual amounts at once, or if it had to be done sequentially. I also asked whether – if I were to do it this way – the payment deadlines would restart, which I wouldn't find acceptable, since I had already waited until the payment deadline had passed.
Furthermore, the request cannot be withdrawn directly within the account. The €3,600 still shows the status: "Processing: Withdraw funds via Skrill." (I had chosen Skrill for the withdrawal).
There is no button to cancel or withdraw the request. Therefore, the only way it can work is that I simply have to play until the amount falls below 3600 euros, at which point it will automatically be removed from the system.
I received no answers to any of my questions. So yesterday I chatted with a customer service representative. I also have screenshots of all the chats and emails. I asked about the payout process. I was told that it was "recommended to split the amount into €100 installments." I received no answers to my detailed questions. So I asked if it was just a recommendation, could I leave it as is? The customer service representative replied: "Then your request will not be processed."
I was certainly willing to split the request if necessary, but I wanted to clarify my questions beforehand. For example, whether the system is even designed to handle so many individual inquiries. Since this wasn't answered, I spoke with a lawyer yesterday and subsequently wrote the following. (Because I found it outrageous that they said it wouldn't be processed.)
So I wrote:
"Ladies and Gentlemen,
My payment request for €3,600 from March 1, 2026 has been fully verified and is still in the status "being processed".
I will not cancel my application.
The request for cancellation contradicts proper processing in accordance with your terms and conditions.
I hereby request that you complete the payment within 48 hours.
Should no action be taken within this timeframe, I will file a formal complaint with the relevant licensing authority and document the case publicly.
Sincerely, SH"
Because the lawyer said I was in the right, and that they were testing how far they could push people, or who would stand their ground. And that this kind of behavior wasn't right.
I haven't received a response from Vox Casino yet. I'll wait the full 48 hours.
Should I send them screenshots of the communication?
Automatic translation:
Public
Public
1 month ago
TranslationI also found it strange to have to verify myself again, but I could understand it, since my Skrill account had not yet been used at Vox Casino.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago
TranslationHave you contacted the casino to inquire about the status of your pending withdrawal request? Were you informed whether a cancellation is necessary or whether the recommendation to withdraw winnings in installments also applies to pending withdrawal requests?
Yes, I inquired. The initial notification was only a recommendation. I then asked further questions, but received no answers to the questions I wanted to ask. The terms and conditions do not mention any different withdrawal limits for other payment providers.
Which payment methods have you used so far for deposits and withdrawals at this casino?
Deposits were always made from my German account. Last December, I had a payout of winnings, which went into my Belgian Monese account.
Are there higher withdrawal limits when using other payment methods?
I couldn't find anything to that effect in the terms and conditions.
How many pending withdrawal requests can you have in your account at the same time?
I wanted to ask, but received no answer.
Automatic translation:
Public
Public
1 month ago
Dear Sina80
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, Lala (jean.s@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
Public
Public
1 month ago
TranslationThank you so much for your efforts. I also hope the case will be resolved. As soon as the money arrives, I would like to give you 10% of it for your help.
Automatic translation:
Public
Public
1 month ago
Hello Sina80,
My name is Lala and I will be assisting you with your case. Thank you for your kind thoughts but Casino Guru will never ask or accept payments from players.
I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Vox Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Lala
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Today my account showed an error with the Skrill withdrawal request. And Skrill isn't working anymore. Therefore, I submitted another request using a SEPA transfer and informed VOX Casino about it.
I can no longer access my account through the Vox Casino app. But it worked online.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Here are the screenshots again of the failed Skrill withdrawal.
Automatic translation:
Public
Public
4 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Sina80,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Lala
