Vox Casino - Player’s withdrawal is delayed indefinitely.

Complaint description

I am submitting this complaint due to an excessively delayed withdrawal and a prolonged, undefined administrative review, despite my account being fully verified and no rule violations being communicated.

📅 Timeline of events

2026-02-10 –

My account successfully completed KYC verification.

All identity and verification documents were reviewed and approved by the casino.

After KYC approval –

I submitted a withdrawal request.

I was informed that my withdrawal was under finance department review, which lasted 14 days.

2026-02-24 –

My account was suddenly placed under "administration review", and withdrawals were frozen.

The casino stated that this is a separate process from KYC, related to internal checks and compliance.

From 2026-02-24 until today –

I have received no clear explanation, no deadline, and no specific reason for the ongoing review.

Support responses are repetitive and generic, stating only that the review "may take longer" and that I should wait.

⚠️ Key issues

My KYC verification was already completed and approved on 2026-02-10.

The casino introduced a new administrative review only after the withdrawal request, without explaining what triggered it.

The casino does not provide any timeframe for completion.

No rule violations, security issues, or document problems have been communicated to me.

The withdrawal has neither been approved nor rejected.

The situation has been ongoing for an unreasonable amount of time.

🎰 Additional relevant information

I played without any bonuses.

All gameplay was done with real money only.

I made several deposits and played normally.

The winnings resulted from regular gameplay, not bonus activity.

🎯 What I am requesting

The approval and processing of my withdrawal

At this stage, I am only asking for a clear and final resolution, as the current situation lacks transparency and accountability.

📌 Final note

I have cooperated fully with all verification procedures and remain willing to provide any additional information if required. However, continuing to delay the withdrawal without explanation or timeframe is unreasonable.

Thank you for your assistance.

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 made any successful withdrawals before?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your response and for looking into my case.

Please find my answers below:

• Have you made any successful withdrawals before?

-No, this was my first withdrawal request on this casino.

• Did you play casino games or bet on sports?

— Iplayed casino games only, no sports betting.

• Could you please share your communication with the casino regarding the delayed withdrawal?

Yes, I will send you screenshots of the chat communication where the casino confirms:

– KYC verification was completed and approved on 2026-02-10

– the withdrawal was under finance department review for 14 days

– since 2026-02-24, the account has been under administration review, with withdrawals frozen

– no specific reason, issue, or deadline has been provided

I will send the screenshots to your email.

Please let me know if you require any additional information from my side.

Thank you very much for your help.

Hello Attila,

I received technical instructions from the casino regarding splitting withdrawals into smaller amounts (max 200 € per transaction). I wanted to inform you before taking any action.

Since the total amount is 27,144 €, this will require a large number of individual withdrawal requests. I want to make sure that proceeding in this way will not trigger any new delays or reviews from the casino.

I plan to follow the casino’s instructions only after your confirmation and the official approval of the payout.

Could you please advise on the best way to proceed with this, considering the number of transactions and the ongoing complaint process?

Thank you very much for your guidance and support.

Dear Player,

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, Romi (romana.r@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,

Attila

Dear Romi,

Thank you for taking over my case.

I would like to provide an update regarding the situation. The casino has started processing my withdrawals and I have received three payments of €200 so far (one per day). However, the total amount that still needs to be paid is approximately €26,500, so the process may take quite a long time if the payments continue at this pace.

To keep the process stable, I am maintaining around 20 active withdrawal requests of €200 each. For every 5 payments received, I will submit 5 new withdrawal requests to keep the queue full.

For this reason, I would kindly ask that the complaint remains open until the full amount has been paid out.

Thank you for your assistance and support.

Kind regards

Dear user,

Thank you for this update.

I will keep the complaint open, and in case you need to contact the casino, just let me know, please, and we can try it at any time.

Thank you.

Best regards,

Romi

Hello,

I would like to ask for your help regarding a withdrawal issue with an online casino.

My account was fully verified (KYC completed) about a month ago, and I already went through an administrative review before. After that review was completed, the casino informed me that I should withdraw my balance in €200 increments instead of requesting the full amount of €27,144 at once.

Following their instructions, I created multiple withdrawal requests of €200 each (23 requests) so that the system would not be overloaded. I understood that this process would take a long time, but I agreed to follow their rules.

However, after processing only 6 withdrawals (€1,200 in total), the casino suddenly suspended the remaining withdrawals and informed me that my account is once again under administrative review.

I do not understand why another review is necessary when my account was already verified and previously reviewed. I have been trying to withdraw my winnings since February 10th, but so far I have only received €1,200 out of €27,144.

This situation makes me feel that the casino is delaying the withdrawals unnecessarily. I would really appreciate your advice and help in resolving this situation so that I can withdraw my remaining balance.

Thank you very much for your assistance.

Dear Vox Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hello,

I would like to provide an update regarding my withdrawal situation with Vox Casino.

Approximately 9 minutes after Casino Guru contacted the casino, I received another withdrawal payment of €200. I appreciate that the payments have resumed, and I hope this means the issue is moving toward a resolution.

However, I am still concerned about the current withdrawal structure. My total balance now is €25755.32 and if withdrawals continue only in €200 increments with additional reviews after a few payments, it could realistically take close to a year to receive the full amount.

Dear Vox Casino team, I would like to ask if it would be possible to cancel the current €200 withdrawal requests and instead submit a smaller number of larger withdrawals, for example five withdrawals of €4,500 and a final withdrawal for the remaining balance.

My goal is simply to receive my legitimate winnings in a reasonable timeframe.

Thank you very much for your assistance and mediation in this matter.

Hello,

I would like to provide another update regarding my withdrawal situation.

Today I received one additional withdrawal payment of €200. I appreciate that the payments are continuing, which is a positive sign.

However, I remain concerned about the current withdrawal structure. With a remaining balance of €25,555.32, continuing with €200 payments — especially if there are pauses or reviews between them — would take an extremely long time to complete.

I would kindly like to ask again if it would be possible to adjust the withdrawal structure, for example by allowing larger withdrawal amounts, so the process can be completed within a reasonable timeframe.

Thank you again for your support and mediation.

Good afternoon,

At the moment, I can see that €1,600 has been successfully withdrawn recently. The next payment of €200 is scheduled for tomorrow.

You also mentioned that your balance is €25,555.32. However, I currently see active withdrawal requests totaling €3,000. These are being processed daily and will be paid out in the near future.

Hello,

Thank you for your response.

Yes, I would like to clarify that I have not submitted my full remaining balance in €200 withdrawal requests. Previously, I had requested a full withdrawal of my balance in one transaction, but after approximately 3 weeks, I was informed that I needed to cancel it and submit withdrawals in €200 increments.

For this reason, I submitted only 23 withdrawal requests of €200 each, not the full amount. So far, 8 of these withdrawals have already been successfully processed.

I would like to kindly ask if it would be possible to cancel the remaining €200 withdrawal requests, or alternatively, once these are completed, if I would be allowed to submit new withdrawal requests with larger amounts per transaction.

My goal is simply to complete the withdrawal process in a more efficient and reasonable timeframe.

Thank you very much for your time and assistance.

Hello,

I would like to provide a detailed update regarding my withdrawal situation.

The total amount I am trying to withdraw now is €25,355.32. At the current pace and structure of €200 per transaction, I am concerned that this process could take an extremely long time, potentially many months or even over a year.

To clarify the full timeline:

On February 10, I initially requested a withdrawal of €27,144 and was informed that the process could take up to 14 days.

By February 24, I had not received any payment. After contacting support, I was first informed about a delay, and later that my account was placed under administrative review, which lasted until March 3.

On March 3, I received an email instructing me to cancel my withdrawal and submit requests in €200 increments so their system could process them.

On March 6, I submitted 23 withdrawal requests of €200 each (not the full 100+ transactions required for the total balance).

On March 7, I received my first €200 payout, and for the next 6 days I received one payment per day.

By March 12, I had received a total of €1,200.

On March 13, after not receiving a payment, I contacted support and was again informed that my account was under administrative review.

On March 16, withdrawals resumed, and I received one payment per day on March 16, 17, and 18.

In total, since February 10 (including after KYC and previous reviews), I have received €1,800.

However:

On March 19, I did not receive any payout.

On March 20, I again did not receive any payout.

After contacting support, I was once again informed that my account is under administrative review.

This is very concerning to me, because I have already gone through multiple administrative reviews (this is now the third time). After previous reviews, withdrawals resumed successfully, but the process keeps being interrupted again by additional reviews.

This repeated pattern of administrative reviews significantly delays the overall withdrawal process and raises concerns about whether the withdrawals are being processed in a fair and reasonable manner.

Given that withdrawals are limited to €200 per transaction and administrative reviews keep repeating, I would like to ask:

How am I supposed to withdraw my full balance under these conditions? At this pace, it seems unrealistic and unreasonably long.

I kindly ask Casino Guru to review whether this repeated review process and withdrawal limitation are fair, and to help clarify a reasonable timeframe for completing my withdrawals.

Thank you very much for your assistance.

Dear Vox Casino,

Please update us regarding the situation and explain why the player is not getting the money according to your withdrawal limits. Please also state clearly what the limits are exactly so we are able to update the review of your casino, as it is clear that we have included a wrong information there.

This situation is taking way too long to be going at this speed.

Please advise what can be done here.

Thank you.

Respectfully,

Romi

Hello,

I would like to provide an additional update.

In this complaint, the casino previously stated that "the next payment of €200 is scheduled for tomorrow" and that withdrawals are "processed daily".

After that statement, I did receive one payment the next day as mentioned. However, since then, no further withdrawals have been processed, and it has now been 9 days without any payments.

Therefore, the withdrawals are clearly not being processed daily as previously stated.

Thank you.

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.

Hello,

I would like to provide an update.

After a pause of approximately 14 days without any payments, I have received one withdrawal of €200 today.

However, this still does not match the previously stated "daily" payout schedule, and the overall withdrawal process remains extremely slow and inconsistent.

Thank you

Good afternoon,

At the moment, I can see that a total of €2,000 remains to be withdrawn. Recently, an additional €1,000 has been successfully paid out. As with yesterday and the day before, another transaction of €200 will be processed today.

I also notice there was a short pause in payouts, which was due to a technical issue that has now been successfully resolved. I will forward your request to the finance department to possibly expedite your withdrawals.

Hello,

There was a pause in payments from March 19 until April 2. Since 2026-04-02, the withdrawals have resumed, and I have been receiving €200 transactions again.

However, the process remains inconsistent, as there was a long gap before payments resumed. I hope that from now on the withdrawals will continue without further delays.

In total, since February 10 until today, I have received €2,800.

At the moment, I have 9 active withdrawal requests of €200 each, while my total remaining balance is €24,355.32, which I would like to withdraw.

Dear Vox Casino, please provide clear information on how I can withdraw my full remaining balance within a reasonable timeframe. On February 10, I initially requested a full withdrawal, but later I was instructed to submit withdrawals in €200 increments.

This limit is extremely low considering the size of my balance, and it makes the withdrawal process unreasonably long.

Thank you.

Dear Vox Casino,

Please reply to the player's request whenever possible.

Also, I would like to ask you to determine your withdrawal limits, because according to our information included in your casino review, there has been a completely different limit than the one the player has presented here, and we will be forced to change it in your review. This will surely affect your safety index, though.

I am waiting for your clear response here.

Thank you.

Respectfully,

Romi

Good afternoon,

Payments are being processed regularly every day, and there are currently active withdrawal requests totaling €1,200 remaining. The withdrawal processing time is up to 5 business days for each individual request; however, technical issues may occasionally occur, and this is beyond our control.

At the moment, I am making every effort to ensure timely payouts, as I can see that due to additional checks, the withdrawal process started later than it should have in this case.

Hello,

Thank you for the update.

However, the information provided is still unclear. The casino has not specified any clear withdrawal limits (daily, weekly, or monthly), nor has it provided an estimated timeframe for completing the full balance withdrawal.

While the casino mentioned that delays were caused by additional checks, the overall process remains inconsistent. For example, there was a gap of approximately 14 days between payments, which does not align with the statement that withdrawals are processed daily.

I kindly ask the casino to clearly state the exact withdrawal limits and provide a realistic timeframe for completing the full payout.

Thank you

As of today, based on the confirmation from VoxCasino support that there are no withdrawal limits and that funds are gradually being transferred to my account (see attached screenshot), I have submitted a large withdrawal request for €22,500. 

Additionally, I still have 6 remaining smaller withdrawal requests of €200 each. 

I am providing this information to ensure you are aware of the current situation and to have official evidence in case of further delays.

Thank you for your assistance.

Dear Vox Casino,

Please state what the withdrawal limits are per day or per month, as we have not received any answer from your side.

Respectfully,

Romi