Vox Casino - Pelaajan voitot on takavarikoitu.

Hello,

I would like to file a complaint against VoxCasino, owned by Udwin BV (Reg. No. 147117, Curaçao) and handled by Uniarise Limited (Cyprus). The casino has unlawfully adjusted my balance and confiscated my winnings.

In an official email, the customer service department informed me that a technical error/malfunction had been detected in the slot machines of the provider Amatic, and therefore my winnings were deemed invalid under points 11.1.2, 11.6 and section 15 of their terms and conditions.

My gameplay was completely standard; I wasn't aware of any errors and played in good faith. When I challenged the casino to provide evidence, system logs, or an official technical report from the Amatic provider confirming the outage, the casino flatly refused, citing internal security procedures and claiming their decision was final. Subsequent messages from them were merely pre-made templates sent automatically.

I do not accept a situation in which a casino can confiscate player funds with impunity under the pretext of a "system error," without providing any hard evidence or logs. I am asking the CasinoGuru team to assist in mediation and force the operator to be transparent and return my funds. I am attaching screenshots of all email correspondence with the casino.

Regards,

[redacted]

Witam,

Chciałbym zgłosić skargę na kasyno VoxCasino, którego właścicielem jest spółka Udwin B.V. (nr rej. 147117, Curaçao), a za płatności odpowiada Uniarise Limited (Cypr). Kasyno bezprawnie skorygowało moje saldo i skonfiskowało moje wygrane środki.

W oficjalnej wiadomości mailowej dział obsługi klienta poinformował mnie, że w automatach dostawcy Amatic wykryto błąd techniczny/awarię, przez co moje wygrane zostały uznane za nieważne na mocy punktów 11.1.2, 11.6 oraz sekcji 15 ich regulaminu.

Moja rozgrywka przebiegała w sposób całkowicie standardowy, nie byłem świadomy żadnego błędu i grałem w dobrej wierze. Kiedy wezwałem kasyno do przedstawienia dowodów, logów systemowych lub oficjalnego raportu technicznego od dostawcy Amatic potwierdzającego awarię, kasyno kategorycznie odmówiło, zasłaniając się wewnętrznymi procedurami bezpieczeństwa i twierdząc, że ich decyzja jest ostateczna. Kolejne wiadomości z ich strony to jedynie gotowe szablony wysyłane automatycznie.

Nie akceptuję sytuacji, w której kasyno może bezkarnie konfiskować środki gracza pod pretekstem "błędu systemu", nie przedstawiając na to żadnych twardych dowodów ani logów. Bardzo proszę zespół CasinoGuru o pomoc w mediacji i wymuszenie na operatorze transparentności oraz zwrotu moich środków. W załączniku przesyłam zrzuty ekranu całej korespondencji mailowej z kasynem.

Pozdrawiam,

[redacted]

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Stay safe.

Dear L0ou,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with confiscation of funds.

To better understand your situation and assist you effectively, could you please provide us with the following details:

• What was the amount you had won and how much is currently in your balance?
• When did you accumulate your winnings and when did the casino confiscate the winnings?
• What was the game you played? Please provide a screenshot of the game.
• Could you please provide a screenshot of the relevant game history?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Hello,

Hello?

Hallo?

I’m very sorry but you haven’t answered some of my previous questions.

• What was the amount you had won? This is important so that we would know the amount the casino confiscated.
• The screenshots you posted were from April to May. Please specify the date when you accumulated your winnings.
• When did the casino confiscate the winnings?
• After confiscating the winnings, did they leave some money? Please specify the amount that was left in your account after winnings got confiscated.

Here is the complete, accurate timeline and breakdown of my winnings, withdrawal requests, and the actions taken by the casino:

 Winnings and Withdrawal Requests:

 I had requested two separate withdrawals totaling 8,000 PLN.

 The first withdrawal request was made on April 18, 2026, for 6,500 PLN.

 The second withdrawal request was made on May 26, 2026, for 1,500 PLN.

 Confiscation Timeline and Exact Amounts:

 The casino confiscated my funds on May 18, 2026.

 They performed two separate "manual deductions" on that day, seizing a total of 7,643 PLN from my balance (the individual deductions were 1,801.70 PLN and 5,842.20 PLN).

 Remaining Balance:

 After the casino confiscated the 7,643 PLN, a remaining balance of 357 PLN was left in my account (8,000 PLN requested - 7,643 PLN confiscated = 357 PLN).

 I subsequentely lost this remaining amount of 357 PLN during gameplay, which brought my final balance to 0.00 PLN.

Dear L0ou

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, Michal K., (michal.k@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,

Jean

thank you for the help

Hello L0ou,

My name is Michal, and I have taken over your complaint.

I have reviewed your case, and I would like to note that there was indeed a significant incident involving games from Amatic Industries not long ago.

In April 2026, servers belonging to Amatic Industries were reportedly compromised, which resulted in players receiving substantially higher winnings than intended. This incident affected several games from the provider, including Book of Aztec, Lucky Joker 10, Lucky Joker 20 and others. As a result, these games generated winning outcomes at a significantly higher frequency than they normally would or should have.

You should still be able to find multiple articles online about this incident if you wish to Google it.

Nevertheless, I will contact the casino to obtain further clarification regarding your specific case if it still falls within this issue and to determine whether there is any way we may assist in resolving this matter.

I would like to invite Vox Casino to join the conversation.

Dear Vox Casino,

Could you please provide clarification regarding the player’s situation?

Additionally, I kindly ask that you provide me, as an independent dispute mediator, with evidence supporting your claim that the player’s winnings were obtained as a result of an error in the slot games, as communicated to the player via email.

Please send any relevant evidence or supporting documentation to michal.k@casino.guru for independent review.

Thank you in advance.

Good afternoon,

I would like to clarify this situation.

At the end of April, it was discovered that several games from the Amatic provider were malfunctioning and operating incorrectly. Specifically, the games were triggering a super bonus feature with unusually high winnings approximately every third spin. This behavior was clearly inconsistent with the intended mechanics of these games, as described in their informational game rules.

Several users, including Mr. L0ou, noticed this malfunction but did not report it to customer support. The provider itself later informed us about the issue, after which a decision was made to remove winnings obtained from these games during the affected period, since such winnings could not be considered fair or legitimate.

At the same time, since this situation was treated as exploitation of a technical malfunction, users were not blocked, and only the winnings obtained specifically from the affected games were deducted.

The remaining amount, namely 7,643 zł in this case, was temporarily held during the investigation and later deducted accordingly.

This was not an unlawful confiscation, but a fair adjustment based on the confirmed technical malfunction.

Dear Vox Casino,

Thank you for your response.

Please provide the supporting evidence for the above to me at michal.k@casino.guru for independent review.

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

I sent you message in Teams

Dear Vox Casino Team,

Thank you for your messages.

I look forward to receiving the additional evidence I have requested. Once provided and reviewed, it should allow me to gain a much clearer understanding of the matter and assess the situation accordingly.

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.

Thank you for all the information and evidence provided for the assessment of this case, Vox Casino Team.

Dear L0ou,

After gathering and reviewing all available information and evidence, we have confirmed that the winnings you are disputing were accrued while playing Amatic games.

As I explained previously, in April 2026, several Amatic slots experienced a technical malfunction, which resulted in unusually high winnings for a number of players. This issue was confirmed by the game provider itself, and we have also received direct confirmation from the casino. Additionally, there are multiple publicly available reports online regarding this incident.

Unfortunately, this means that the winnings credited to your account during that period were not valid. It is important to note that this affected only the funds won on Amatic games – any winnings you generated from other games were credited to you as normal.

As an independent dispute mediator, I have not come across any indication that the casino's conduct was inconsistent with its terms and conditions or that we would consider unfair.

For the reasons set out above, we are now proceeding to reject this complaint.

Please remember that you are welcome to contact us again in the future should you encounter any issues with this or any other casino – whether it is a question, concern, or a new matter that needs to be reviewed, our team will be happy to assist.

Best regards,

Michal

Casino Guru