Vox Casino - Player's withdrawal is delayed due to verification issues.

Hallo ,

ich habe ein Problem mit der Verifizierung meines Kontos. Ich habe einen recht hohen Betrag gewonnen, und das Casino verlangt von mir einen Nachweis über eine Einzahlung in Höhe von 2.000 PLN.

Ich habe diesen Zahlungsnachweis bereits etwa 28 Mal eingereicht, doch meine Verifizierung wird jedes Mal abgelehnt. Inzwischen weiß ich nicht mehr, was ich noch tun soll.

Ich habe den Eindruck, dass Vox Casino diese Vorgehensweise bewusst anwendet, um die Auszahlung meiner Gewinne zu verzögern.

Ich bitte Sie daher herzlich um Ihre Unterstützung und Hilfe bei der Lösung dieses Problems.

Vielen Dank im Voraus.

Mit freundlichen Grüßen

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.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any specific reasons from the casino as to why your proof of payment was rejected?
• Have you used the same method of payment for all your deposits, or have there been different methods?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Guten Tag,

ich habe Ihnen meine bisherige Korrespondenz mit Vox Casino per E-Mail weitergeleitet.

Derzeit verlangt das Casino eine Bankbestätigung mit einem Originalstempel. Mein Bankkonto wird jedoch bei Revolut geführt, und Revolut verwendet keine physischen Stempel. Die Kontoauszüge sind stattdessen mit einer digitalen Echtheitsbestätigung versehen.

Ich habe das Casino darüber informiert und die angeforderten Dokumente bereits eingereicht. Zusätzlich habe ich einen Screenshot des Gesprächs mit einem Mitarbeiter von Revolut beigefügt, in dem bestätigt wird, dass die Bank keine Kontoauszüge mit einem Originalstempel ausstellt.

Mit freundlichen Grüßen

Hello Cisu26,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Thank you for your reply and for providing the additional information.

Could you please provide any proof confirming that the Revolut account belongs to you? For example, a screenshot of your Revolut profile showing your name, account details, or any official account ownership confirmation issued by Revolut would be helpful.

Thank you in advance for your cooperation. I look forward to your reply.

Best regards,

Attila

Dear Cisu26,

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.

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,
Attila
Casino.Guru