Vox Casino - Player’s withdrawal is delayed.

They pay already 4K PLN and nothing more all the time they say i need wait . I wait from 14/04/2025 . Still left 11K they have to pay for me .

Dear kraszewskipiotrek,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you better, I would need to ask you a few questions to clarify the situation:

• What types of games did you play to accumulate your winnings of 11,000 PLN?
• Did the casino provide any reasons for the delay in processing your withdrawal?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Did you accumulate your winnings with or without a bonus?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Good day,

I see the current situation, and I also see that the funds have already been partially withdrawn to your bank account. I will also forward the request to the financial department with a request to speed up this process.

Best regards,

Vox Casino

Vox casino how long i will wait ? I have chat ever day with support and no one want give me answer how long i have to wait for withdrawal.

vox Casino . Can u pay full money ? Why u send 200 PLN only ?

• No use bonus
• i pass KYC
• i won all money without bonus

i want to show how they lie for me ever time when i try talk with them . I ask when will payment made they said

here is translated this chat :

11:18

"Verification is necessary to ensure the security of your account and funds."

User's message:

"Alright, you said the verification is complete, so I'm asking why all the money hasn't been paid out. The waiting period has already passed."

11:20

"Your account was verified today. Immediately after completing the verification, the payout process was resumed. The funds will be disbursed within the designated time frame."

and now when i ask again what happen with my withdrawal they told me that :

and translated chat :

19:31

Bettina (Consultant):

"Please wait, I am verifying your data."

"Thank you for waiting! Your account is currently being verified by our specialists. This process may take some time. Once the verification is complete, the funds will be transferred to your bank account. Thank you for your understanding!"

User's message:

"But your colleague said that the verification process had been completed."

Now again they said is paid but its not Haha. Ever advisor have diffrent answer

Hello,

You have many withdrawal requests that are being processed in order of queue. I am trying to speed up this process as much as possible, but I cannot give you an exact date when everything will be completed, as the amount of your winnings is large and need more time.

amount of your winnings is large and need more time.

11 tys PLN its about 2,5 k euro . Its large win for ur casino ? So what happen if someone win 20k euro ? Btw u pay 200 PLN per week so if u will keep this speed i will get all money in next year ?

You have many withdrawal requests that are being processed in order of queue

yes i have many because u said i need cancel my withdrawal when i request for 15k PLN . And u said i need split it for 200 PLN . Best is that u said that after 14 days what is time frame for payment .

Thank you for waiting! Your account is currently being verified by our specialists. This process may take some time. Once the verification is complete, the funds will be transferred to your bank account. Thank you for your understanding!"

its 21 days from start ur verification.

They now say verification my account start on 12.06.2025 🙂 . They lie all the time . E-mail is from 22.05.2025 when they send me information about verification my withdrawal and accounts .

Veronika any help with this complain ?

Thank you very much, kraszewskipiotrek, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello kraszewskipiotrek,

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 and to see how I can help.

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

Dear Vox Casino,

Can you please reasonably explain why the processing of the player's withdrawal is taking so long?

I have found this in your terms and conditions:

8.12.9. If the withdrawal amount is at least 500 € and does not exceed 4 999 €, the funds will be transferred to the Client’s account within five business days from the moment the withdrawal request is submitted;

The time that has passed has significantly surpassed the typical duration, if I am correct. Could you clarify why the player was asked to divide the withdrawal into smaller sums, yet the speed of disbursal has not seen much improvement?

Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at [email protected]

Good afternoon,

At the moment I see that there are technical difficulties, but we are making every effort to speed up the withdrawal of funds. I ask the user to wait calmly, since several times more money has already been successfully withdrawn than the total amount of deposits over the entire period, which proves that we are not trying to deceive anyone.

Good afternoon,

At the moment I see that there are technical difficulties, but we are making every effort to speed up the withdrawal of funds. I ask the user to wait calmly, since several times more money has already been successfully withdrawn than the total amount of deposits over the entire period, which proves that we are not trying to deceive anyone.

Why u don’t pay for me when i try withdrawal on 14/04/2025 ? Why u said i need cancell my withdrawal and divide sum for small parts ? 200 PLN .

Good afternoon,

You were asked to split the amount in order to speed up the withdrawal process, and I see that withdrawals are made every day in several payments.

You were asked to split the amount in order to speed up the withdrawal process, and I see that withdrawals are made every day in several payments.

You think over 2 months withdrawal its fast option ? And u don’t pay every day . If u pay everday that should already done all withdrawal but its not

Dear Vox Casino,

Thank you for your responses; however, as can be seen, they don't fully align with the actual situation as the player mentioned, which raises questions about their authenticity.

Furthermore, what can be done to speed up the withdrawal process?

Good afternoon, at the moment there are only 6599 zlotys left in the withdrawal process. Today 1200 zlotys were withdrawn.

Good afternoon, at the moment there are only 6599 zlotys left in the withdrawal process. Today 1200 zlotys were withdrawn.

yes but i won 15k . U should pay straight in one payment no in 75 payments where this take nearly 3 months . My first withdrawal was on 14/04/2025 and still its not all send .

Dear Vox Casino,

Thank you for the update. I appreciate that you regularly pay out the player withdrawals, but the pace is still quite far from expectations.

Despite the player having already received the bigger portion of their winnings, the time it took and the fact that to receive the remaining winnings will take additional days or weeks at the current pace is not in line with your own rules. I understand that you are experiencing some technical difficulties, but the situation seems to not have changed for almost 3 months, which is far from the effective, transparent and user-friendly handling of issues, especially when the issue is not on the player side. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform.

As you mentioned, the remaining balance is approximately 6,600.00 Polish Zloty, which is equivalent to about 1,554.00 Euro. While I do not intend to imply that this sum is insignificant, it is certainly not an amount I would classify as substantial. Reputable and well-established casinos should be able to disburse this amount within a few hours or days without any issues. I kindly request that you process the remaining amount, ideally as a lump sum or in higher instalments, within the next couple of days.

Although I fully understand that the technical issue might not be fully in your hands, your or the appropriate team of yours active involvement is essential. Should this case continue to be unresolved in the forthcoming days, I will have no alternative but to classify this case as unresolved, which will adversely impact the rating of your casino.

I trust you will address this with the urgency it requires, and I look forward to your swift resolution.

I ask on chat about casino.guru on voxcasino. They said they don’t care about u guys 🙂 i have screenshot proof 🙂

Good afternoon,

Could you please forward this screenshot to me here too? Because this is unacceptable and I want to look into this situation. I also want to assure you that this situation is unique in our practice, and we are very sorry that the user has to wait so long.

also want to assure you that this situation is unique in our practice, and we are very sorry that the user has to wait so long.

why u just don’t send all money and thats it ? Its simple send and we don’t need talking about it any more . I feel like no one work there Financial depertament or u just don’t care about my withdrawal.

Dear Michal .

Today they send me again only 200 PLN its about 45/50 euro . They really play with me hehe 🙂

Today again 200 PLN in that speed up i will get all meybe NEXT year 😀

Good afternoon,

We are not playing with you, and I'm trying to do everything I can to make this process move faster.

They are really happy with this situation.

They said now on chat i will get all money today . We will see

Dear Vox Casino,

As I have mentioned in my previous response and in my recent email to you, we expect your swift resolution of this case.

Should this case continue to be unresolved in the forthcoming days, I will have no alternative but to classify this case as unresolved, which will adversely impact the rating of your casino.

Good afternoon,

I understand that the situation is unacceptable and I am trying with all my might to resolve this issue as soon as possible!

I am rushing to you with updated information! I managed to agree on the withdrawal of the remaining requested amount in 2-3 days (including today). I am happy to inform you that this problem will be solved in the near future.

I would be happy if that happen

Dear Vox Casino,

Thank you for your update.

I'm looking forward to seeing you uphold your public statement, and the player will confirm receiving their remaining winnings in the expected timeframe in full.

I am pleased to announce that all withdrawal requests have been processed successfully!

Dear Vox Casino,

Thank you for the positive update.

Dear kraszewskipiotrek,

Can you please confirm that you received all your winnigs? Can I consider your case resolved?

Hello yes . Thank u Michal for help im so happy with that 🙂 . Thank u voxcasino as well but please don’t do this again for another players . 3 months its a lot time for withdrawal.

Dear kraszewskipiotrek,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you finally received the funds. I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation. I have my fingers crossed that any further withdrawal you might have will be processed the standard way without any unnecessary delays. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru