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

I have been in contact with the casino almost every day, and today is the deadline of 14 days for the withdrawals and they came up with undergoing account under review without any grounds

I am sending you the screenshots

Adding additional communication with the casino from yesterday..

Thanks for the update.

• 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?
• Has the casino confirmed the additional verification was successful since your last post?

Please let me know.

I played slots

No, I played with real funds

The casino has not confirmed additional verification was sucessful.

Hello Tomas,

I would like to provide an important update regarding my complaint.

At the time I submitted the complaint, I had approximately:

€18,130 in active pending withdrawal requests

approximately €26,285 remaining in my casino balance for a total of 44,415€

As previously described, my withdrawals were not processed within the timeframe stated in the casino's Terms and Conditions. The casino repeatedly provided different explanations for the delays, including additional verification, financial processing, withdrawal limits, and most recently an account review/security review.

Despite my account having already been verified previously and despite partial withdrawals already being processed, the remaining withdrawals remained pending for an extended period.

Unfortunately, while waiting for the casino to process my withdrawals and while my account remained under review, I continued gambling and ultimately lost the remaining balance. (1800€) left.

I want to be completely transparent that the losses occurred through gameplay and that the casino did not confiscate the balance.

However, I believe it is important to note that:

my withdrawal requests had been pending since 24.4.2026

the casino did not process them within the timeframe stated in their Terms and Conditions

the explanations for the delays changed repeatedly

withdrawals were suspended again after verification had already been completed and after payouts had already started

My concern is that had the casino processed the withdrawal requests according to its published withdrawal timeframe, the funds would have left the casino account and would no longer have been available for wagering.

I would appreciate your opinion on whether the casino's handling of the withdrawal process and the repeated delays remain a valid subject of investigation despite the fact that the balance was ultimately lost through gameplay.

Thank you for your assistance.

Dear svitoder,

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, Igor (igor.p@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,

Tomas

Dear svitoder,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Vox Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Vox Casino representative to join this conversation and participate in resolving this complaint.

Dear Vox Casino,

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

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

I am adding this:

Timeline and key facts:

3 March 2026: My account was successfully verified.

24 April 2026: I submitted withdrawal requests totaling approximately €21,000. My total account balance was approximately €46,825.

After requesting withdrawals, I was subjected to another extensive verification process despite already being verified.

7 May 2026: The casino confirmed that my verification was successfully completed.

Between 7 May and 3 June 2026: Only €2,410 was paid out.

21 May 2026: On the deadline day of my withdrawals, the casino has now confirmed that a separate investigation into possible rule violations was launched.

3 June 2026: 40 days after my withdrawal requests were submitted, approximately €18,130 still remained in pending withdrawals and approximately €26,285 remained in my casino balance.

During this entire period, I received multiple and often conflicting explanations regarding the delays.

On 3rd of June, the day I lost the balance the casino confirmed that the investigation has concluded and that no violations were found.

Therefore, the facts appear to be:

My account was verified.

I completed an additional verification process.

My withdrawals were delayed for approximately 40 days.

Only a small portion of the requested withdrawals was paid.

My account was placed under investigation.

The investigation ultimately found no violations.

I would appreciate Casino Guru's assessment of whether it was reasonable to withhold withdrawals for such an extended period when no wrongdoing was ultimately identified and whether the casino complied with its stated withdrawal procedures throughout this process.

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.

Dear all,

I'm actively trying to reach the casino representative outside of this complaint thread in order to obtain their response.

Since the casino is highly rated and has responded to complaints in the past, there is a significant chance they will participate in this case as well.

Therefore, I will reset the timer one final time and allow them additional time to reply. Thank you for your understanding.

Dear svitoder,

In the meantime, could you please clarify what your current account balance is?

Hello Igor,

Thank you for the update.

My current account balance is €0.

Approximately €2,410 was successfully paid out. The remaining funds were ultimately lost through gameplay while the withdrawal requests remained pending.

Dear svitoder,

I understand this situation may be frustrating, and I regret to inform you that since the funds in question have already been played out, I am unable to assist further and must reject your complaint, as there is no remaining amount to dispute.

For future reference, if you encounter issues with withdrawals and decide to submit a complaint, please refrain from using the funds in question until the matter is resolved. This helps ensure that your complaint can be fully addressed without complications. If you have any further questions or need assistance with anything else, please don’t hesitate to reach out.

Thank you for your understanding.

Best Regards,

Igor