Vox Casino - A retirada do jogador está atrasada.

Hello,

On 14 August 2025 and 15 August 2025, I requested withdrawals totaling 42,050 PLN.

No bonus was active at that time, and the funds came from my real balance only.

My account verification (KYC) was successfully completed on 1 August 2025, confirmed by an email from the casino.

Previously, I successfully made several smaller withdrawals:

13 June 2025 – 600 PLN

15 June 2025 – 400 PLN + 600 PLN

17 June 2025 – 485 PLN

I have been in contact with the support team since 22 August 2025, with the last reply received on 2 September 2025 (screenshot attached).

On 16 September 2025, I reminded them that the declared deadline for my withdrawal was expiring, as confirmed earlier by Vox Casino support.

On the same day, 16 September 2025, the final deadline for processing my withdrawal passed, but the funds have not been credited to my bank account, nor did I receive any confirmation of the transfer.

I kindly request CasinoGuru’s assistance in resolving this matter and ensuring that the casino processes my withdrawal according to the terms provided.

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.

• Could you please clarify how many days it took for the last successful withdrawal to be processed?
• Have you always used the same payment method to request all withdrawals?
• Are there any specific reasons indicated by the casino for the delay in processing your withdrawal?

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,

Kristina

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Hello!

Yesterday, after adding this post here while it was still being reviewed, I received an email from Vox Casino support stating, "Unfortunately, the information you previously received was incorrect. The waiting time is 33 business days, which means weekends and public holidays don't count. Furthermore, the maximum amount you can receive per month is PLN 42,000. Have a nice day."

- Previous withdrawals for the smaller amounts I mentioned above took 2-3 days and the money was in my account.

- Yes, all withdrawals were processed using the same method and to the same account.

- No, the casino didn't provide a specific reason for the delay; the only information they provided was that the maximum withdrawal per month is PLN 42,000, so mine will take 33 days.

Thank you very much for your help!

Best regards, and I look forward to your reply ;)

Thank you for your reply, Mr.D. Could you please advise us on the current status of your withdrawal requests? Are they marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello!!

From the day I ordered the payment, the status has been the same, i.e. "processing".

I send correspondence via email.

I look forward to your reply. Thank you in advance!

Hello,

As of October 1, 2025, 33 business days have passed, so I've sent several emails to support, and I'm receiving responses like, "We apologize for the delay in your payment. Our specialists are working to resolve your issue. I've personally forwarded the information to the finance department. Please be patient."

"Our finance department is currently reviewing your account and withdrawal requests. Sometimes the transfer takes a little longer than the website's policies."

"Your account and submitted withdrawal requests are currently being reviewed. This process can sometimes take longer than the website's standard policies."

Will they even pay out the money? What should I do? I haven't received a penny from these two payments...

Best regards, and please help :)

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Mr.D,

I am so sorry to hear about your problem with the Vox Casino. I will contact the casino and try to resolve the issue as soon as possible.

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 comment on the situation?

Thank you in advance for providing the information.

Good afternoon,

We are very sorry to hear that you have encountered this situation. I have already forwarded the information to the relevant department and will get back to you with an update as soon as possible.

Hello,

Vox Casino is doing everything they can to prevent withdrawals. Even though I've previously withdrawn smaller amounts, and even though they had 33 business days to withdraw funds, today I received an email asking for a bank statement for a transaction.

Why do you think there's a problem?

Dear Vox Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Mr.D,

I fully understand your concern, but for now, the best approach is to remain patient.

As you mentioned before, you slightly exceeded the monthly withdrawal limit, which might have caused some unexpected delays in the withdrawal process.

Best regards,

Igor

Hello!

Yes, I'm fully aware that I've slightly exceeded the monthly withdrawal limit, so the withdrawal should take a maximum of 33 business days. Alternatively, I should receive some in the first month and then another after some time.

It's been many more days and the casino hasn't done anything about it; they're looking for a reason to create a problem.

I'm eagerly awaiting the transfer!

Hello!

Yesterday I received a payment requested on August 14th, and now, BEWARE! Today I logged into my Vox Casino account, and when I tried to withdraw the larger payment requested on August 15th, it said "error"!!

I wrote in the chat asking what was wrong. I've been waiting for this payment for so many days, and the person replied, "I see you canceled the payment yourself."

Hahaha..... I simply can't believe this behavior. What kind of behavior is this?

Last chat message:

"I have provided a response regarding the information displayed to me.

As soon as you informed me that you had not canceled the withdrawal, I immediately forwarded a request for clarification and informed you that you would receive an actual response in your email.

At this point, you can resubmit your withdrawal request and wait for your funds."

This is just a joke, I can't believe it.

Good afternoon,

We acknowledge that your recent withdrawal requests are currently marked as "Fail" and have been cancelled in the system. Kindly submit new withdrawal requests at your earliest convenience.

I don't want to swear, but that's all I can do. This kind of behavior should be punished. They're telling me I canceled my withdrawal. I'd be a complete i***t if I did. Wait all these days and cancel? I already know this casino is a complete scam and liars ;) So, I'm ending this conversation, and I'll do what I need to with the information I have.

Dear Mr. D,

I fully understand your frustration. Vox Casino only stated that your withdrawal was marked as a 'fail' and never indicated that you had canceled it yourself.

As the casino suggested, you should request a new withdrawal and wait for it to be processed.

Hopefully, the new withdrawal will be completed as soon as possible.

Please reply when there is any update regarding this complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mr.D,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor