Vox Casino - Player’s withdrawal has been delayed.

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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.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play to accumulate the winnings you are trying to withdraw?
• Did you accumulate these winnings with or without a bonus? If you used a bonus, please provide its name or a link to the relevant promotion.
• Have you contacted the casino’s customer support to ask about the reason for the delay in processing your withdrawal request?

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

Hi Veronika,

Thanks for replying so fast.

-No withdrawals made before

- I played Royal piggy and won 20,000 ron ( attached)

- I havent used any bonus.

- I have sent them an email more than 1 week, no reply at all ( attached)

Thanks in advance.

Alex

Dear mlx1987

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, Lucia (lucia.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

Hello mlx1987,

My name is Lucia and I will be assisting you with your case. 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,

Lucia

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 Lucia,

Assuming vox won't reply to this email ( which I bet is the case) what other actions I can take ?

How will you impact their rating ? I see that they have a trust score of 8.8.

Is this rating granted by you?

I read everywhere they are never paying ouy winnings ( which you can see by yourself) - how is it that they still have 8.8 and not zero?

Thanks

Dear mlx1987,

I understand your concern, especially when you see a relatively high rating while also finding negative experiences from other players online.

The 8.8 you see on Casino Guru is our Safety Index. It is not a rating that we simply grant to a casino based on our personal opinion. It is calculated using a number of factors, with two of the most important being the size of the casino and the number and severity of justified player complaints.

We also take into account factors such as the disputed amounts involved in complaints, unfair or restrictive terms and practices, withdrawal limits, licensing-related factors, and the performance of related casinos.

It is also important to mention that not every negative review or complaint automatically lowers the Safety Index. Each complaint is assessed individually to determine whether we consider it justified. We also take the casino's size into account, as a large casino with many players will naturally receive more complaints than a much smaller operator.

Regarding your complaint, if Vox Casino does not respond or fails to provide a satisfactory explanation or resolution, we will proceed according to our complaint resolution process. If the complaint is ultimately closed as justified and unresolved, black points may be assigned to the casino. These black points are taken into account when calculating its Safety Index and can negatively affect the rating.

For this reason, the current 8.8 does not mean that your complaint will have no impact. The outcome of the case first needs to be established before its effect on the casino's Safety Index can be determined.

As for other actions you may take, this can also depend on the casino's licensing authority and the circumstances of the case. You can reach out to the Curaçao Gaming Authority (https://www.cga.cw/) and submit a complaint to them. Regulators often have additional tools and authority that may help in situations like this. For tips on how to file your complaint effectively, you can refer to the article linked.

Dear mlx1987,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Curaçao Gaming Authority (https://www.cga.cw/) and submitting a complaint to them. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S

We’ve reopened this complaint at the request of Vox Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

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.