The player from Germany was facing issues with a €2,000 withdrawal request made three weeks ago. After receiving only €1,000 in multiple small payments, the remainder had not been processed, and the player was repeatedly informed that his account was under review without a clear explanation. They requested a detailed explanation for the delay and immediate payment of the outstanding amount. We asked him for additional details about the bonus play, the dates of the withdrawals, and the full communication with the casino, but he did not respond to our requests. As a result, we were unable to continue the investigation and the complaint was closed for now due to lack of cooperation.
Vox Casino - Player's withdrawal is delayed and account is under review.
Closed
Our verdict
Player stopped responding
Amount: €2,000
Vox Casino
Safety Index 9.0 Very highCase summary
Discussion
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1 month ago
Translation
Dear CasinoGuru Team,
I hereby formally complain about the exceptionally long processing time for my payout.
I have properly redeemed a welcome bonus and subsequently requested a payout of €2,000 on August 25, 2026.
My withdrawal and/or my account were then reviewed over several days. It wasn't until September 2nd, 2026, that I received instructions to split the €2,000 withdrawal into 20 separate withdrawals of €100 each, rather than making a single payment. I complied with this request.
Subsequently, payments of €100 were indeed made at regular intervals of approximately twelve hours. However, this process was stopped without any explanation that I could understand, after a total of €1,000 had been paid out.
The remaining €1,000 have not been paid out to this day.
What I find particularly incomprehensible is that I'm now being informed again that my account is being reviewed. My account, or rather my withdrawal, was already reviewed before the withdrawals began; I am verified, and half of the requested amount was subsequently paid out. Furthermore, I haven't played any further or made any other transactions since then that would justify another lengthy review.
Since then, I have only received repeated general information from support that my account is being reviewed. I have not received a specific reason for the renewed review, an update on the processing status, or a date for the payout of the remaining €1,000.
The entire process is now incomprehensible to me: First, my original payout was reviewed over several days, then I was supposed to divide it into 20 individual payouts, after which exactly half was paid out, and then the further payouts were again suspended for a longer period of time.
My original withdrawal request was made almost a month ago.
I therefore request a specific written explanation as to why the remaining payments are being withheld, even though my account has already been verified and €1,000 has already been paid out. Furthermore, I request the immediate processing and payment of the outstanding €1,000.
Automatic translation:
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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.
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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.
- What games did you play while using the welcome bonus?
- On what dates were the last successful €100 withdrawal and the remaining unpaid withdrawals processed or requested?
- Could you please forward me all communication between you and the casino regarding the review of your account and the unpaid €1,000? Please send the complete email conversations in their original .eml or .msg format to veronika.f@casino.guru. If you communicated through live chat, please send the complete chat transcripts or screenshots showing the full context.
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
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1 month ago
Dear LeonLes27,
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.
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3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
