Vox Casino - Player's withdrawals have been delayed and account is under review.

I would like to submit a complaint regarding extremely delayed withdrawals, repeated additional verifications, and inconsistent information provided by the casino support team.

My account had already been previously verified on March 3 before this issue began. However, once I attempted to withdraw a larger amount on April 24, the casino suddenly requested additional verification again.

The verification process became extremely complicated and prolonged. I was repeatedly asked to provide documents related to my debit card and bank account. The casino specifically requested a bank statement showing my debit card number together with my transactions.

However, my bank does not issue debit card statements in the format requested by the casino. Standard bank statements only show the account holder’s name, IBAN, and transaction history, not the debit card number itself.

Despite this limitation, I fully cooperated and provided:

-official bank statements in PDF format

-photos of the front and back of my debit card

-documents linking the debit card to my bank account

-an official bank-issued confirmation document confirming that my debit card was linked to my IBAN/account

-I even physically visited my bank branch to obtain additional signed documents specifically for this verification.

Throughout this process, the casino repeatedly rejected documents without clearly explaining what requirement was not met. Different support agents provided inconsistent information regarding acceptable documents and verification requirements.

At one point, support informed me that my account was finally verified on May 7, 2026, and withdrawals resumed. After verification was completed, several withdrawals were successfully processed, and I received approximately €1,470 in total in six transactions. I wanna mention that my withdrawal requests were seperate for 490€ each, and they split those into 3x450€ and 3x40€.

However, approximately €19,070 still remains unpaid in active withdrawal requests and 26,285€ still sitting in my account.

The problem is that after verification was supposedly completed and withdrawals had already started, the explanations from support continued changing repeatedly.

During the process, I was told:

-withdrawals of that amount take up to 14 business days

-withdrawals may take up to 44 days

-there is a €15,000 payout limit within 30 days

-there are "no delays" with my withdrawals

-and most recently, that my account is again under review by specialists and withdrawals have been suspended

Some of these limitations and timeframes do not appear to be clearly stated in the casino’s Terms & Conditions.

This is the exact term for that amount written in their own terms and conditions: 8.12.10. If the withdrawal amount is at least 5 000 € and does not exceed 29 999 €, the funds will be transferred to the Client’s account within fourteen business days from the moment the withdrawal request is submitted;

I also wanna mention, I am a VIP player and they advertise expedited withdrawal proccessing for VIP players, but I guess its just a hoax.

Additionally:

-I have now not received any withdrawal for 7 days

-support originally stated that processing begins after verification

-the originally communicated processing timeframe has effectively passed

-and despite already completing extensive verification, my withdrawals are now frozen again due to another undefined review

I have fully cooperated at every stage and submitted every document requested from me, including documents directly obtained from my bank branch.

At this point, I am concerned about:

-the repeated additional verification procedures after two prior verifications

-the constant changes in explanations from support

-the suspension of withdrawals after verification was supposedly completed

-and the lack of a clear, consistent payout timeframe

I would appreciate assistance in obtaining:

-a clear explanation regarding the status of my remaining €19,070 in withdrawal requests

-clarification regarding the repeated additional reviews

-and a realistic and transparent timeframe for payment of my remaining withdrawals.

Thank you.

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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.

• When was the last time you were in contact with the casino support regarding the delay?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or 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,

Tomas