Vox Casino - Player's withdrawal is delayed and account under review.

I'm filing an official complaint against Vox Casino regarding their blatant violation of withdrawal processing time regulations and the deliberate misinformation they provide via their customer support (Live Chat). I initiated the withdrawal process on May 22, 2026. Since then, I've been continually misled by consultants. The casino employs a common delaying tactic: I've been repeatedly advised to cancel the transaction and split the amount into smaller chunks. After following these instructions and splitting the amount into three smaller requests, the funds are still blocked. Currently, the system shows three pending transactions (screenshot attached): PLN 500 (ordered June 7, 2026), PLN 500 (ordered June 7, 2026), PLN 130 (ordered June 11, 2026), and PLN 1,130 (ordered June 11, 2026). Total: PLN 1,130, with the status "pending." Furthermore, the casino's support team is extremely dishonest regarding the KYC (identity verification) process. During chat conversations, I receive contradictory information. First, I was assured that my account did not require additional verification, and moments later, another consultant claimed that the account was "under review." This is a blatant manipulation designed to withhold my legally won funds and force me to re-transfer them to the site. My attempts to resolve the matter amicably via email and chat have been ignored or dismissed with vagueness. I am seeking the assistance of an independent mediator to pressure the operator to immediately process my transactions. I do not consent to further cancellation of User ID: 11788852.

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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?
• Have you submitted any identity documents to the casino so far?
• Has the casino provided any explanation for the delay in processing your withdrawals?

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

Hello, I have sent a private email directly to the casino regarding this issue and my delayed withdrawal. I am currently waiting for their response

Hello, I have sent a private email directly to the casino regarding this issue and my delayed withdrawal. I am currently waiting for their response

Hello, do you know anything about my case?

Dear Klaudiaaaa

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, Maria (maria.b@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

Dear Klaudiaaaa,

It’s a pleasure to e-meet you. My name is Maria, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Vox Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Vox Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Maria

Good afternoon,

We are very sorry that you have encountered this situation.

I have forwarded your case to our Finance Department for further investigation, and I will get back to you with an update as soon as I receive more information.

Thank you for your patience and understanding.

I can see that our Security Department has requested that you upload a new selfie with your passport in higher quality.

If possible, we kindly ask you to have someone else take the photo for you, as the front-facing camera on your device unfortunately does not provide sufficient image quality. At the moment, the document is not clear enough for us to read all of the required information.

Thank you for your understanding and cooperation.

Dear Klaudiaaaa,

We understand that the casino has requested additional verification from you in the past, and that the process was a bit confusing. That said, let's follow the instructions provided by Vox Casino in this complaint and see how things progress. In the meantime, we hope your delayed payment will be resolved as quickly as possible.

We would also appreciate it if you could keep us updated on any progress regarding your account verification and the processing of your withdrawal. If you receive any new information from the casino, please share it with us here.

Thank you in advance, and we look forward to hearing from you.

Dear Klaudiaaaa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good afternoon,

Your account was successfully verified after you followed our recommendation to upload a higher-quality photo on 17 July.

On the same day, three withdrawal requests totaling PLN 1,130 were successfully processed.