Vox Casino - Player’s withdrawal is significantly delayed.

Hello,

I would like to submit a complaint regarding a significantly delayed withdrawal from VOX Casino in the amount of PLN 9,220.

I requested the withdrawal on August 18, 2026. By September 8, approximately three weeks later, the withdrawal had still not been processed.

During this entire period, I was not informed that there was any problem with my account or that it had been placed under any special investigation.

On September 8, I contacted VOX Casino through live chat myself and asked why my withdrawal had still not been processed. Several hours after this conversation, I received an email informing me that my account had been placed under a manual review by the Security Team.

What concerns me most is that VOX stated that this review does not have a strictly defined timeframe and that its duration depends on the individual case.

This effectively means that my withdrawal can remain blocked for an indefinite period without the casino providing any concrete deadline.

I fully understand that casinos may need to conduct legitimate security or compliance checks. However, I do not believe it is reasonable to hold a withdrawal for approximately three weeks without informing the player about any ongoing review, and then, only after the player contacts support, announce a manual security review with no defined completion date.

I am therefore asking Casino Guru to contact VOX Casino and determine:

why my PLN 9,220 withdrawal has been pending since August 18;

when this security review actually began;

why I was not informed about it earlier;

what reasonable timeframe VOX expects for completing the review;

and when my withdrawal will finally be processed.

I am fully willing to cooperate with any legitimate verification requirements. My concern is the indefinite nature of this review and the lack of transparency regarding the delay.

Thank you for your assistance.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vox Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Was your player's account verified previously? Have you made any previous successful payouts?

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,

Tomas