Vox Casino - O levantamento dos prémios dos jogadores está atrasado.

I have a withdrawal on Vox Casino and after checking my user account they were supposed to approve my withdrawal. For 4 days they have been telling me that the withdrawal is being checked internally and they can't give me a deadline for verification.

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Dear ionut0805,

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

Dear ionut0805,

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.

Regarding my account and my withdrawal, nothing has changed. The account is still under internal review and the withdrawal is unapproved until the account is verified. I would like to mention that the identity verification is complete.

This is the message received in the support chat: "Thank you for your patience. Your account is currently being verified. We cannot say exactly how long it will take, as it may take several days or more. We took this measure at the request of the company's management. This is a planned internal check, carried out by the security service to protect your money and comply with security protocols."

Dear ionut0805, 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

The latest update of my situation is the following. After the discussions in the chat with an operator I was advised to cancel the withdrawal of 2500 lei and to make other withdrawals of a maximum of 200 lei per withdrawal. My first withdrawal of 200 lei was approved and then after I made other withdrawals my account was blocked for my safety of responsible gambling. I did not ask for any responsible gambling thing and they simply blocked the account for no reason. I am attaching the discussions in the chat with the operator.

Dear ionut0805,

Thank you for the update and for explaining what happened with your withdrawals.

Before we proceed further, I would like to clarify one important point. In some cases, casinos may temporarily restrict or block an account if a player mentions financial difficulties, loss of control over gambling, or requests any form of assistance related to responsible gambling during communication with support.

Could you please confirm whether at any point during your conversation with the casino’s support you mentioned any issues related to gambling control, financial problems, or asked for help with responsible gambling measures (such as limits, self-exclusion, or account restrictions)?

Even if this was mentioned casually during the conversation, it could sometimes lead the casino to apply responsible gambling restrictions to the account.

Thank you in advance for clarifying this.

Karla

I never requested support for responsible gaming and in no discussion did I specify anything like that. The point is that in the end, from the discussion with the chat operator, they told me that the site administrator decided to refund my deposited amount, that is, 200 lei, and the account was restricted without giving me any other information.

Dear ionut0805,

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, Jana, jana.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,

Karla Mayfly

Dear ionut0805,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Vox Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Good afternoon,

Your account has been successfully unblocked and your balance has been restored. I can also see that payments have already started being processed to your payment method. Everything should be paid out shortly 🙂

Dear ionut0805,

can you confirm that your account has been unblocked and the casino started to proceed the payouts?

hello! yes, the account was unlocked and I managed to make two withdrawals of 200 lei each. It limits me to making one withdrawal of 200 lei per day. I will make one withdrawal of 200 lei until I manage to transfer all 2500 lei. thank you

Dear ionut0805,

thank you for the update. Please keep us informed when you receive more funds.

Ok

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

Dear ionut0805,

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,

Jana