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