Vox Casino - Withdrawal of player's winnings has been delayed.

I have five withdrawals starting with 26.02 .I chat with them but they don’t pay out any of them.They answered that they have a lot of pay out and to wait .I believe is not fair or righteous to wait for a withdrawal (amount 2300 Ron) such a long time!

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Dear Felix70,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Already pass 14 days from my first withdrawal and didn’t pay out.I write them and all the time they sad is possible to pay out any time ,but nothing happens.Why all online casino has this abnormal behaviour?

Dear Felix70,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Is not any development,the withdrawals was not process yet.Same answer from them , will be process any time!But nothing happens.Is not any problem with my account,only look like they don’t want to pay out .

Dear Felix70, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• 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 karla.m@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.

Karla

Yes I made successful withdrawal before.

Yes I pass the KYC verification.The winning are without active bonus.I played casino games.I sent them also email but didn’t answered.

Dear Felix70,

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, Lucka, lucia.s@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,

Karla Mayfly

Hello Felix70,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

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.

Respectfully,

Lucia

The problem is why this casino exist if they are not fair and didn’t respect theirs T&C and why all the time has answers but not any action?

This is the list with my withdrawals,even yesterday they answer me to wait.I don’t believe that the players encounters same probleme in this casino ,they play anymore here.For me is clear they don’t want or like to pay out the winnings and let the players in the end to loose the money after long time waiting!

Good afternoon,

Can you provide to me your email from account or ID? I can't find you with this information

If we wait for any answer/question from VOX casino all the time 7 days ,they can ask all the time stupid question.Today already I close one month for my first withdrawal.I think this is not fair!!!They must respect the T&C terms written in their site.I pass the KYC verification.Also will chat with them and the last conversation was thisYou think is normal after one month to received same answer to wait without any other explanation?Is legally their attitude?

Dear Vox Casino Team,

Would you be able to provide us with an update regarding our inquiry? Have you been able to locate the player in your system? Additionally, could you please share the current status of the player's withdrawals?

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.

What they can answer,that from 22.02 I successfully I pass KYC Verification and after more than one month they don’t pay out my withdrawals!!!They are scammers!!!After starting this complain on 27.03 they ask me some proof of payments for 2 different days,even I upload this photos they don’t reviewed!!!Did not rejected!!! I chat with them but nothing happened!!

According to theirs T&C in maximum 14 days they must pay my withdrawals.My first withdrawal was on 26.02 and the last one on 02.03 .Normally they must be paid my withdrawals,but not they ask some more things to not pay my withdrawals!!!This is the proof that I fulfilled all theirs request for KYC verification to be completed successfully!!

Good afternoon,

The issue with the withdrawal time in this case is due to the fact that you have not provided the necessary documents requested during the verification process. Once you submit them, the verification will be completed, and you will be able to withdraw funds without any difficulties.

VOX scammers can read my previous message and also the chat messages In any messages until 27.03 you don't say nothing about KYC verification , because I was pass successfully.I hope you buy candle with this money and take with you in the grave yard!!!You guru casino downgrade this casino to junk, they can not play with theirs customers like this.They tell me one month to wait for payout my withdraw and after asking to prove that the earth is round!!!You askAll my deposit was done by apple pay with same card that already was approved by you when I pass successful the KYC verification.

Dear Vox Casino Team,

We kindly ask you to clarify why the player is being requested to submit a new proof of payment document, as the player has indicated that their account was already fully verified.

Additionally, could you please provide detailed information on what exactly is required from the player at this stage? A clear outline of the specific documents or information needed would greatly help in avoiding any confusion and ensure that the player can comply correctly.

Your clarification will help us better understand the situation and assist the player accordingly.

Thank you in advance for your cooperation.

Good afternnon,

After the previous verification, a new payment method was added, which is why an additional request for documents was triggered. This always happens when there are any changes.

Was not added any payment metod,all my payments was done by Apple Pay with same debit card,they are a f**** liars.You don’t see they say only lies?!!!Yesterday I uploaded the photos what they ask ,but they didn’t reviewed yet.I can prove they are liars .They ask proof of this to transactions,but like I sad all may payment was done by Apple Pay with same debit card,next photos will prove this.I upload the proof of this two payments requested by them and also I inform about this and this was the answer:Even after so long time they pay out my withdrawals,you must downgrade the rating of this casino,because they don’t respect the customers and alt like scammers!!!

I must make a remark instead of "pay out my withdrawals " you must read "if they pay out my withdrawals "Because after one day they don’t care about my case and didn’t review my upload photos ,witch is abnormal after so long time waiting for them to clarify my situation and pay out my withdraws.

Dear Vox Casino Team,

Could you please clarify which new payment method was added in this case, as there appears to be a misunderstanding on the player’s side?

To better understand the situation and determine the appropriate next steps, we would appreciate more detailed information regarding this matter.

Thank you in advance for your clarification.

Good afternoon,

Previously, deposits were made directly by card without using Apple Pay. Later, Apple Pay started being used, displaying an email address and phone number. Even if it is the same card, this is considered a different payment method.

The security team has already requested the following from you several times:

Bank screenshot transaction ID: 55639349 bank transfer felix_fl****@yahoo.com

Bank screenshot transaction ID: 55852601 bank transfer +407****4390

You only need to provide the requested documents. In the screenshots, you can see these transactions by matching the transaction IDs.

First of all, you must explain why you don't pay out my withdrawals, even I have the KYC verification successfully.According to your T&C terms you must pay out the withdrawals in maximum 14 days,in my case was passed one month and only after I opened this complain you ask for me this proof of payments on 27.03 .My withdrawals were from 26 .02 until 02.03 ,in all the chat conversation witch already I uploaded here your answer was to wait maximum time allowed wich was 14 days.First you must pay out my withdrawals and after asking more proof of payments!!!Also I ask you again who was the beneficiary for these payments ,because in my bank transaction are not under the name of VOX CASINO and the ID number is only on you site not in my bank transaction,I made several payments also to other casino in that days.If you say I changed the payment method why both of the payments are made by Apple Pay and not one by card payment and other by Apple Pay?I uploaded you the photos with the proof of my payments ,what is the reason you don’t accepted?I uploaded in HD format and exactly how the payments are recorded in my bank transaction application with any ID number(this number is only on your site) .Same proof I uploaded to other casino and was not any problem.What you want actually that my bank made other bank app to satisfied you?

For Lucia ,like this is my bank statement

the transaction are without any Id number,in these statement is one of the transaction they required.Also I uploaded on the vox casino the statement for both payments requested.What is wrong with my bank statement?Why they don’t accepted?They must identify my payments.In this statement the artist tallin is the beneficiary for the vox casino.In that day 24.02 I made 2 payments of 500 Ron (98.12euro ) and 3 payments of 300 Ron (58,87 euro).Dear Lucia I am tired of this scammers ,already passed one month and half and they didn’t pay out my withdrawals,if you can not make them to pay me because i fulfilled all they request according their T &C terms and in a frame of 14 days after I requested my withdrawals they didn’t pay out and like I uploaded here the chat conversation in witch during one month they told me only wait ,they didn’t say nothing about KYC verification and also didn’t ask any payments proof ,only later few days after I made this complain,please downgrade the rating of VOX CASINO!!!

Dear Lucia , other things what is wrong about the 2 payments that security team is so concern?You can ask VOX scammers is not my phone number and email address that already I verified with the casino?Also is same phone number and the email address that is registered with the bank.I believe the security team can not have any concern or doubts about these payments!!!!The payments were made with same card using Apple Pay,why one has only email address and the other only the phone number?may be on their site ,because the third party payment ,like I said is not vox casino the beneficiary,the information is not accurate and has also an id number wich in my bank statement not appear??

Dear Felix70,

We kindly recommend that you submit the requested documents, as the casino has confirmed that this is the only remaining step needed to successfully complete your verification process.

Additionally, please send me a copy of the requested documents at lucia.s@casino.guru so that we can review them and better assess your situation. Should the casino reject the documents or request any further information, we will evaluate the next steps together.

At this stage, the most straightforward solution is to comply with the request and provide the necessary documentation.

Dear Vox Casino Team,

We would also appreciate your guidance for the player regarding any outstanding questions. Furthermore, could you please clarify the reasons why the previously submitted documents were rejected? This information will help the player better understand the issue and avoid similar mistakes when resubmitting.

Thank you for your cooperation.

Good afternoon,

I have received information that these transaction screenshots were not accepted, as they do not display the user’s full name. Could the user please provide screenshots where the full name is clearly visible?

F**** liars and scammers Vox casino!!!If you can not read my name put on reading glasses!!!You can read the card number?Yes you can!!!Already I uploaded proof that card belongs to me !!!Why you need to read my name???Now I understand why people don’t answer any more about their complains,because guru casino representatives are here not to help us ,only help casino to maintains the good rating!!!Shame on you Lucia !!!I uploaded here all the proof you need to downgrade Vox casino raiting!In my email you Lucia can read my full name??Same photos I uploaded to them .For the players ,don’t loose your time with complain here ,they don’t help you with nothing!!!Bul***!!!

Dear Vox Casino Team,

As the player has indicated, they have already submitted a bank statement showing the relevant transactions along with their full name. Could you please confirm whether this document may be accepted for the purpose of verifying the transactions?

Additionally, the player has provided proof confirming ownership of both the card and the Apple Pay account used for these transactions. In light of this, we kindly ask you to review the submitted documents and advise whether they are sufficient for verification of the mentioned transactions.

Thank you for your cooperation.

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.

Good afternoon,

Could you please share your Teams contact so I can send you more detailed information regarding this situation?

Dear Vox Casino Team,

In regard to your request, I have sent my contact information to your email address. Please take a moment to check your inbox.

Dear Vox Casino Team,

Could you please confirm that you have received my contact information? To date, I have not received any relevant updates regarding this matter.

Alternatively, you may contact me directly via email at lucia.s@casino.guru.

Thank you.

Good afternoon,

I sent you messages on Teams

Dear Vox Casino Team,

I wanted to inform you that I have responded to your message on Teams and requested additional information. Please take a moment to check your inbox at your convenience.

Hi, I sent you information

Dear Felix70,

I just wanted to let you know that, in my communication with the casino outside of this thread, they informed me that the submitted screenshots are considered photos of screens, which unfortunately cannot be accepted for verification purposes.

Additionally, as previously mentioned, your personal information is not visible in the submitted documents, which is another reason why they were rejected.

I have contacted the casino again to ask whether the bank statement you already submitted could be accepted for the purpose of verifying the transactions.

I will let you know as soon as I receive a response from their side.

Thank you for your patience.

Yes ,first time I send them like you sad ,because they accepted only jpeg format and screen shots are png format.After that I send them screen shots like I send to you,not photos of the screenshot.You must understand was already pass more than 2months they are scammers,if you don’t believe me check how many people still wining (playing )in this casino.I will tell you 2 or sometimes 1or none.I am not interested in this subject.Only I see you are here to defend them ,not to help the players.After so long time you must downgrade this scam casino.I upload here all the proof in the chat with them,never was this problem ,all the time they told me to wait,and after one month they start this bulshit with the photos.For your info I uploaded 20 photos they don’t rejected ,the photos of the screenshots or the screenshots.After this I don’t have the possibility to upload more.20 is the maximum.For me this subject is a dead one .I hope the players understand the guru casino doesn’t help them,you help only the casinos,

Good afternoon,

Please do not worry. I have forwarded all the information to our security department, and the issue should be resolved soon.

After I played and loose all my money finally they successfully verify my account!!???What the f*** ,who can be so stupid to play any more here.After 3months of waiting!!!Please inform them that I like my account to be close permanently and all my data to be deleted!!!

Dear Felix70,

Could you please confirm whether there are any remaining funds in your casino account that are currently available for withdrawal?

Thank you in advance for your response.

No.Because you and Vox casino take care of them!!!

Dear Vox Casino Team,

I would appreciate it if you could provide me with the current status of the player's account. Specifically, I would like to know if it has been verified. Additionally, could you please confirm whether all the funds in the player account have been played and if there are currently no funds available for withdrawal?

Thank you for your assistance.

Good afternoon,

Yes, account was verified and player have 524 RON on his balance. And he can withdraw this money to his payment method

Dear Felix70,

According to the latest information provided by the casino, we would recommend submitting a withdrawal request for the remaining funds. Since the verification process has already been completed, there should hopefully be no further issues with processing your withdrawal.

Please let me know once you have submitted the withdrawal request, and kindly keep me updated once the funds have been received.

Now also you are a stupid one.When I started this complaining my withdrawals was in amount of 7800 Ron,now you think I am interest in 524 Ron????They are scammers and their raiting must be downgraded!!!Hello what’s wrong with you???

Dear Felix70,

I understand that you are frustrated with the situation and disappointed by the outcome, especially considering the original amount involved in the complaint.

However, according to the information provided by the casino, your account has now been fully verified and the remaining funds currently available on the account can be withdrawn. Please note that any gameplay activity carried out while the verification process was ongoing falls under the player’s own responsibility.

If you wish to withdraw the remaining balance, we recommend submitting a withdrawal request for the funds currently available in your account. If you decide not to do so, that is ultimately your decision.

At this stage, however, there is unfortunately nothing further we can do to assist, as the main issue that was preventing your withdrawals — the account verification process — has now been resolved.

Thanks for helping the Vox casino !!!

This is their score ,but you Lucia can give them 5 star because after an account was KYC successful verified ,they ask again to be verified and took almost 3 months to happen.In your opinion is ok?You think I will play on this casino?

Dear Felix70,

As the main issue preventing your withdrawals, the account verification process, has now been successfully resolved, and the funds in your casino account are available for withdrawal, we will proceed with marking this complaint as resolved.

We understand that this outcome may not feel fully satisfactory from your perspective. However, from our side, we believe the complaint process achieved its purpose: we successfully mediated communication between you and the casino and helped resolve the issue that was preventing access to your funds.

Please note that neither we nor the casino were responsible for your decision to continue playing while the verification process was still ongoing. Since your casino account is now fully verified and functional, any further activity on the account remains entirely at your discretion.

We would like to thank you for your cooperation throughout the complaint resolution process, as well as for your patience during the investigation.

Should you experience any issues with this or any other casino in the future, please do not hesitate to contact us again. We will be happy to assist you.

Best regards,

Lucia S

Casino Guru