Vox Casino - Pelaajan kotiutus on viivästynyt toistaiseksi.

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

Hello Attila,

Thank you for your response and for looking into my case.

Please find my answers below:

• Have you made any successful withdrawals before?

-No, this was my first withdrawal request on this casino.

• Did you play casino games or bet on sports?

— Iplayed casino games only, no sports betting.

• Could you please share your communication with the casino regarding the delayed withdrawal?

Yes, I will send you screenshots of the chat communication where the casino confirms:

– KYC verification was completed and approved on 2026-02-10

– the withdrawal was under finance department review for 14 days

– since 2026-02-24, the account has been under administration review, with withdrawals frozen

– no specific reason, issue, or deadline has been provided

I will send the screenshots to your email.

Please let me know if you require any additional information from my side.

Thank you very much for your help.

Hello Attila,

I received technical instructions from the casino regarding splitting withdrawals into smaller amounts (max 200 € per transaction). I wanted to inform you before taking any action.

Since the total amount is 27,144 €, this will require a large number of individual withdrawal requests. I want to make sure that proceeding in this way will not trigger any new delays or reviews from the casino.

I plan to follow the casino’s instructions only after your confirmation and the official approval of the payout.

Could you please advise on the best way to proceed with this, considering the number of transactions and the ongoing complaint process?

Thank you very much for your guidance and support.

Dear Player,

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, Romi (romana.r@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,

Attila

Dear Romi,

Thank you for taking over my case.

I would like to provide an update regarding the situation. The casino has started processing my withdrawals and I have received three payments of €200 so far (one per day). However, the total amount that still needs to be paid is approximately €26,500, so the process may take quite a long time if the payments continue at this pace.

To keep the process stable, I am maintaining around 20 active withdrawal requests of €200 each. For every 5 payments received, I will submit 5 new withdrawal requests to keep the queue full.

For this reason, I would kindly ask that the complaint remains open until the full amount has been paid out.

Thank you for your assistance and support.

Kind regards

Dear user,

Thank you for this update.

I will keep the complaint open, and in case you need to contact the casino, just let me know, please, and we can try it at any time.

Thank you.

Best regards,

Romi

Hello,

I would like to ask for your help regarding a withdrawal issue with an online casino.

My account was fully verified (KYC completed) about a month ago, and I already went through an administrative review before. After that review was completed, the casino informed me that I should withdraw my balance in €200 increments instead of requesting the full amount of €27,144 at once.

Following their instructions, I created multiple withdrawal requests of €200 each (23 requests) so that the system would not be overloaded. I understood that this process would take a long time, but I agreed to follow their rules.

However, after processing only 6 withdrawals (€1,200 in total), the casino suddenly suspended the remaining withdrawals and informed me that my account is once again under administrative review.

I do not understand why another review is necessary when my account was already verified and previously reviewed. I have been trying to withdraw my winnings since February 10th, but so far I have only received €1,200 out of €27,144.

This situation makes me feel that the casino is delaying the withdrawals unnecessarily. I would really appreciate your advice and help in resolving this situation so that I can withdraw my remaining balance.

Thank you very much for your assistance.

Dear Vox Casino,

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

Thank you in advance.

Respectfully,

Romi

Hello,

I would like to provide an update regarding my withdrawal situation with Vox Casino.

Approximately 9 minutes after Casino Guru contacted the casino, I received another withdrawal payment of €200. I appreciate that the payments have resumed, and I hope this means the issue is moving toward a resolution.

However, I am still concerned about the current withdrawal structure. My total balance now is €25755.32 and if withdrawals continue only in €200 increments with additional reviews after a few payments, it could realistically take close to a year to receive the full amount.

Dear Vox Casino team, I would like to ask if it would be possible to cancel the current €200 withdrawal requests and instead submit a smaller number of larger withdrawals, for example five withdrawals of €4,500 and a final withdrawal for the remaining balance.

My goal is simply to receive my legitimate winnings in a reasonable timeframe.

Thank you very much for your assistance and mediation in this matter.

Hello,

I would like to provide another update regarding my withdrawal situation.

Today I received one additional withdrawal payment of €200. I appreciate that the payments are continuing, which is a positive sign.

However, I remain concerned about the current withdrawal structure. With a remaining balance of €25,555.32, continuing with €200 payments — especially if there are pauses or reviews between them — would take an extremely long time to complete.

I would kindly like to ask again if it would be possible to adjust the withdrawal structure, for example by allowing larger withdrawal amounts, so the process can be completed within a reasonable timeframe.

Thank you again for your support and mediation.

Good afternoon,

At the moment, I can see that €1,600 has been successfully withdrawn recently. The next payment of €200 is scheduled for tomorrow.

You also mentioned that your balance is €25,555.32. However, I currently see active withdrawal requests totaling €3,000. These are being processed daily and will be paid out in the near future.

Hello,

Thank you for your response.

Yes, I would like to clarify that I have not submitted my full remaining balance in €200 withdrawal requests. Previously, I had requested a full withdrawal of my balance in one transaction, but after approximately 3 weeks, I was informed that I needed to cancel it and submit withdrawals in €200 increments.

For this reason, I submitted only 23 withdrawal requests of €200 each, not the full amount. So far, 8 of these withdrawals have already been successfully processed.

I would like to kindly ask if it would be possible to cancel the remaining €200 withdrawal requests, or alternatively, once these are completed, if I would be allowed to submit new withdrawal requests with larger amounts per transaction.

My goal is simply to complete the withdrawal process in a more efficient and reasonable timeframe.

Thank you very much for your time and assistance.

Hello,

I would like to provide a detailed update regarding my withdrawal situation.

The total amount I am trying to withdraw now is €25,355.32. At the current pace and structure of €200 per transaction, I am concerned that this process could take an extremely long time, potentially many months or even over a year.

To clarify the full timeline:

On February 10, I initially requested a withdrawal of €27,144 and was informed that the process could take up to 14 days.

By February 24, I had not received any payment. After contacting support, I was first informed about a delay, and later that my account was placed under administrative review, which lasted until March 3.

On March 3, I received an email instructing me to cancel my withdrawal and submit requests in €200 increments so their system could process them.

On March 6, I submitted 23 withdrawal requests of €200 each (not the full 100+ transactions required for the total balance).

On March 7, I received my first €200 payout, and for the next 6 days I received one payment per day.

By March 12, I had received a total of €1,200.

On March 13, after not receiving a payment, I contacted support and was again informed that my account was under administrative review.

On March 16, withdrawals resumed, and I received one payment per day on March 16, 17, and 18.

In total, since February 10 (including after KYC and previous reviews), I have received €1,800.

However:

On March 19, I did not receive any payout.

On March 20, I again did not receive any payout.

After contacting support, I was once again informed that my account is under administrative review.

This is very concerning to me, because I have already gone through multiple administrative reviews (this is now the third time). After previous reviews, withdrawals resumed successfully, but the process keeps being interrupted again by additional reviews.

This repeated pattern of administrative reviews significantly delays the overall withdrawal process and raises concerns about whether the withdrawals are being processed in a fair and reasonable manner.

Given that withdrawals are limited to €200 per transaction and administrative reviews keep repeating, I would like to ask:

How am I supposed to withdraw my full balance under these conditions? At this pace, it seems unrealistic and unreasonably long.

I kindly ask Casino Guru to review whether this repeated review process and withdrawal limitation are fair, and to help clarify a reasonable timeframe for completing my withdrawals.

Thank you very much for your assistance.

Dear Vox Casino,

Please update us regarding the situation and explain why the player is not getting the money according to your withdrawal limits. Please also state clearly what the limits are exactly so we are able to update the review of your casino, as it is clear that we have included a wrong information there.

This situation is taking way too long to be going at this speed.

Please advise what can be done here.

Thank you.

Respectfully,

Romi

Hello,

I would like to provide an additional update.

In this complaint, the casino previously stated that "the next payment of €200 is scheduled for tomorrow" and that withdrawals are "processed daily".

After that statement, I did receive one payment the next day as mentioned. However, since then, no further withdrawals have been processed, and it has now been 9 days without any payments.

Therefore, the withdrawals are clearly not being processed daily as previously stated.

Thank you.

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.

Hello,

I would like to provide an update.

After a pause of approximately 14 days without any payments, I have received one withdrawal of €200 today.

However, this still does not match the previously stated "daily" payout schedule, and the overall withdrawal process remains extremely slow and inconsistent.

Thank you

Good afternoon,

At the moment, I can see that a total of €2,000 remains to be withdrawn. Recently, an additional €1,000 has been successfully paid out. As with yesterday and the day before, another transaction of €200 will be processed today.

I also notice there was a short pause in payouts, which was due to a technical issue that has now been successfully resolved. I will forward your request to the finance department to possibly expedite your withdrawals.

Hello,

There was a pause in payments from March 19 until April 2. Since 2026-04-02, the withdrawals have resumed, and I have been receiving €200 transactions again.

However, the process remains inconsistent, as there was a long gap before payments resumed. I hope that from now on the withdrawals will continue without further delays.

In total, since February 10 until today, I have received €2,800.

At the moment, I have 9 active withdrawal requests of €200 each, while my total remaining balance is €24,355.32, which I would like to withdraw.

Dear Vox Casino, please provide clear information on how I can withdraw my full remaining balance within a reasonable timeframe. On February 10, I initially requested a full withdrawal, but later I was instructed to submit withdrawals in €200 increments.

This limit is extremely low considering the size of my balance, and it makes the withdrawal process unreasonably long.

Thank you.

Dear Vox Casino,

Please reply to the player's request whenever possible.

Also, I would like to ask you to determine your withdrawal limits, because according to our information included in your casino review, there has been a completely different limit than the one the player has presented here, and we will be forced to change it in your review. This will surely affect your safety index, though.

I am waiting for your clear response here.

Thank you.

Respectfully,

Romi

Good afternoon,

Payments are being processed regularly every day, and there are currently active withdrawal requests totaling €1,200 remaining. The withdrawal processing time is up to 5 business days for each individual request; however, technical issues may occasionally occur, and this is beyond our control.

At the moment, I am making every effort to ensure timely payouts, as I can see that due to additional checks, the withdrawal process started later than it should have in this case.

Hello,

Thank you for the update.

However, the information provided is still unclear. The casino has not specified any clear withdrawal limits (daily, weekly, or monthly), nor has it provided an estimated timeframe for completing the full balance withdrawal.

While the casino mentioned that delays were caused by additional checks, the overall process remains inconsistent. For example, there was a gap of approximately 14 days between payments, which does not align with the statement that withdrawals are processed daily.

I kindly ask the casino to clearly state the exact withdrawal limits and provide a realistic timeframe for completing the full payout.

Thank you

As of today, based on the confirmation from VoxCasino support that there are no withdrawal limits and that funds are gradually being transferred to my account (see attached screenshot), I have submitted a large withdrawal request for €22,500. 

Additionally, I still have 6 remaining smaller withdrawal requests of €200 each. 

I am providing this information to ensure you are aware of the current situation and to have official evidence in case of further delays.

Thank you for your assistance.

Dear Vox Casino,

Please state what the withdrawal limits are per day or per month, as we have not received any answer from your side.

Respectfully,

Romi

Hello,

I would like to express my serious concern regarding the ongoing withdrawal situation at VoxCasino.

I initially requested a full withdrawal on February 10th. After nearly a month, I was instructed by the casino (on March 3rd) to split my withdrawals into €200 transactions, which significantly slowed down the process.

Over more than 2 months, I have received only around €3,600, which is extremely disproportionate to my total balance and clearly indicates a very slow payout pace.

Recently, after being informed by support that there are no withdrawal limits, I submitted a larger withdrawal request (€22,500). Immediately after this, all payments stopped again, and there have now been 4 days without any payout.

This pattern strongly suggests that withdrawals are being delayed depending on the amount requested, despite the casino stating there are no limits.

At this point, the total withdrawal time since February 10th is unreasonably long, and the situation appears to be systematic delaying rather than standard processing.

I kindly ask for clarification from the casino and for this situation to be reviewed seriously.

Thank you.

Good afternoon,

I am forwarding your request to the finance department to clarify the situation. I will get back to you shortly with an update.

Hello,

I would like to provide an update regarding my withdrawal.

On Thursday (2026-04-16), I received an additional €2,500 payment from my €22,500 withdrawal request. However, since then, there have been no further payouts for 3 days.

This continues the pattern of payments followed by pauses, which significantly delays the overall withdrawal process. I have been trying to withdraw my funds since February 10th, and the process is still ongoing.

I kindly ask the casino to clarify why these interruptions keep happening and to ensure that the remaining balance is paid without further delays.

Thank you.

Hello,

I would like to provide a further update regarding my withdrawal.

It has now been 5 days since I received the last €2,500 payment, and no additional payouts have been made during this time.

This clearly demonstrates a repeated pattern of partial payments followed by long pauses, which is significantly delaying the withdrawal process. Considering that I have been attempting to withdraw my funds since February 10th, this situation has become extremely concerning.

I kindly ask the casino to provide a clear explanation for these delays and to proceed with the remaining payments without further interruptions.

Thank you.

Good afternoon,

I am forwarding your request to the finance department to clarify the situation. I see that one additional document was requested, and once it is provided, everything should resume. The pause was necessary due to the verification process.

Hello,

I would like to provide an update regarding my complaint.

Yesterday, I was asked to submit an additional selfie verification with my account email, which I provided immediately. Today, I received confirmation that my account has been successfully verified.

However, I was also informed that the withdrawal processing time has been reset from the moment of successful verification.

I would like to add that I had already completed identity verification back on February 10th, when I first submitted my withdrawal request. Therefore, this additional verification and the reset of the withdrawal deadline significantly prolong an already very long process.

For clarity, I am attaching the exact message I received from the casino:

"Your account has been successfully verified.

Approvals for active payout requests will be made in accordance to our terms, please wait.

The withdrawal deadline is updated from the moment of successful verification."

I will continue to monitor the situation and provide further updates if necessary.

Thank you for your assistance.

Dear user,

Please let us know whenever you receive your withdrawal.

Thank you.

Respectfully,

Romi

Hello,

I would like to provide another update regarding my withdrawal.

It has now been 4 days since my account was successfully verified again, and I have not received any further payouts.

I would also like to highlight that I had already completed identity verification on February 10th, when I first submitted my withdrawal request.

Additionally, I was informed by Vox Casino i this complaint that once the requested document was provided, the withdrawal process would resume, and that the pause was only due to verification.

However, instead of resuming the process, it appears that the withdrawal timeframe has been restarted, which has caused further delays.

Considering how long this withdrawal has already been ongoing, this situation is becoming increasingly concerning.

I kindly ask the casino to proceed with the remaining payments without further delay.

Thank you

Hello,

I would like to provide an update regarding my withdrawal.

It has now been 7 days since my account was successfully verified, and during this time I have received only one small payout of €200.

Despite contacting support multiple times, I have only received general responses referring to the 14-day processing timeframe. Additionally, when I asked support to check my case with the finance department, they refused to do so.

Considering the very slow progress and lack of specific information, I am concerned that the withdrawal process is being unnecessarily delayed.

Good afternoon,

5,000 euros were successfully withdrawn on May 4th. I see that the user submitted new requests yesterday, and they will be processed in the order they were received within 3-5 business days.

Dear Vox Casino,

Could you kindly state your withdrawal limits? As per our information included in your casino review on our website, are there different limits now?

If you have changed them, as it looks from the player's description above, we will be forced to change the information, which will surely influence your safety index.

Thank you.

Respectfully,

Romi

Good afternoon,

I can see that funds are being successfully transferred to your payment method every day, and additional funds will also be credited today.

Thank you for the update.

I can confirm that I have been receiving payments recently. However, I currently receive only two payments of 100 EUR per day, and this has already been continuing for the third consecutive day.

After my successful verification, the Finance Department instructed me to cancel my previous withdrawals and submit new withdrawal requests limited to 100 EUR per transaction.

At the moment, approximately 15,300 EUR still remains in my balance. At the current payout pace, the withdrawal process is extremely slow, especially considering that I have been waiting for withdrawals since February 10.

I appreciate that payments are being made, but I kindly ask the casino to clarify whether the payout speed can be increased and whether there are any official withdrawal limits currently applied to my account.

Respectfully.

Good afternoon,

Withdrawals are being processed regularly, and the latest payments were successfully processed on May 15 during business hours. Today, withdrawals will resume as usual.

Hello,

After the casino representative stated in this complaint that withdrawals would continue as usual, I received another request for additional verification documents shortly afterwards.

I successfully completed the requested verification again, and my account has now been verified for the third time in total.

After the verification approval, I received several payout transactions of €100 each until 2026-05-26. However, yesterday and today I have not received any further withdrawals.

I would also like to mention that the current withdrawal process is extremely slow, as payouts are being sent in very small €100 transactions. Considering the remaining balance, this creates a very long payout timeframe.

I kindly ask the casino to clarify:

why withdrawals have stopped again,

whether withdrawals are processed only on certain days,

and whether larger payout amounts can be arranged.

Thank you.

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague Romi. I have familiarised myself with this issue, and will do my best to help the mediation process to move towards successful resolution.

Dear Vox Casino, could you please let us know what is causing the delays with withdrawals and why only small amounts are being processed? According to our review, your monthly withdrawal limit is up to 50,000 EUR. If that is no longer true, we wil have to adjust the information displayed within review to the most up-to-date information available.

If you could also let us know why additional KYC is required fro mthe player, that would be much appreciated. Thank you.

Good afternoon,

I have forwarded the information and will get back to you with an update shortly.

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 dannyb, I am resetting the timer, as we are trying one more time to reach someone within the casino to gain more details behind the payment issues. I will post an update once I head back, however if there are no news, I will be forced to close the complaint as unresolved, which would negatively impact the casino rating on our website. Hopefully it won't come to that.

Hello,

I would like to provide an update regarding my complaint.

My withdrawals have resumed, but they are still being processed very slowly. At the moment, I usually receive one €100 payout per day. Occasionally I receive two payouts in one day, and sometimes there are pauses with no payments.

My balance is therefore still being paid out in very small installments, and the issue has not yet been fully resolved.

I have also noticed that I no longer receive email notifications from Casino Guru after the recent website update. I am not sure if this could also affect the casino’s notifications, but I wanted to mention it in case it is relevant.

For now, I would appreciate it if this complaint could remain open until the withdrawal process is completed.

Thank you.

Thank you for the update, dannyb, I will see what would be the best course of action here. As the casino is not responding anymore, I take it as they are not interested in the mediation process and I will have to act accordingly. I will let you know shortly.