Vox Casino - O pedido de autoexclusão do jogador está atrasado.

Five days ago, I requested a self-exclusion from Vox Casino via email due to gambling addiction/problematic gambling behavior. Despite my explicit request to exclude myself, my account remained active, and I was still able to deposit money and play.

This resulted in additional losses of €152.

After inquiring again via live chat, I was informed that my request had not yet been processed or that it was "not my turn yet." Even after this inquiry, my account has not been blocked.

In my opinion, self-exclusion requests, especially when there are indications of problematic gambling behavior, should be processed promptly and with special priority.

I therefore request a review of my case and the losses incurred after my self-exclusion application.

Ich habe vor 5 Tagen per E-Mail eine Selbstsperre bei Vox Casino wegen Spielsucht/problematischen Spielverhaltens beantragt. Trotz meines ausdrücklichen Sperrwunsches blieb mein Konto weiterhin aktiv und ich konnte weiterhin Geld einzahlen und spielen.

Dadurch entstanden zusätzliche Verluste in Höhe von 152 €.

Nachdem ich erneut im Live-Chat nachgefragt habe, wurde mir mitgeteilt, dass meine Anfrage noch nicht bearbeitet worden sei bzw. ich „noch nicht an der Reihe" wäre. Auch nach dieser Nachfrage wurde mein Konto bisher nicht gesperrt.

Meiner Meinung nach sollten Selbstsperranträge, insbesondere bei Hinweisen auf problematisches Spielverhalten, zeitnah und mit besonderer Priorität bearbeitet werden.

Ich bitte daher um Prüfung meines Falls sowie der Verluste, die nach meinem Selbstsperrantrag entstanden sind.

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Vox Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? 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

Ladies and Gentlemen

I would like to fully summarize and supplement my complaint.

Five days ago, I requested a self-exclusion from Vox Casino via email due to gambling addiction/problematic gambling behavior. Despite this request, my account was not blocked promptly.

In the live chat, I was informed that my request had "not yet been processed" or that it was "not my turn yet." Even after this follow-up inquiry, my account remained active.

During this period, I was able to continue depositing and playing, resulting in additional losses. The total additional losses currently amount to approximately €256 on top of previous amounts.

During this time, I continued to be offered bonus offers and free spins, even though a self-exclusion request had already been submitted.

My account was only finally closed a few moments ago, after the last major deposit was accepted.

Additionally, there is currently a remaining balance in my player account. However, I currently have no access to my account and no way to contact support.

KYC verification was neither requested nor carried out.

I request that all this information be taken into account when reviewing my complaint.

Sehr geehrte Damen und Herren,

ich möchte meine Beschwerde vollständig zusammenfassen und ergänzen.

Ich habe vor 5 Tagen per E-Mail eine Selbstsperre wegen Spielsucht/problematischen Spielverhaltens bei Vox Casino beantragt. Trotz dieses Antrags wurde mein Konto nicht zeitnah gesperrt.

Im Live-Chat wurde mir mitgeteilt, dass meine Anfrage „noch nicht bearbeitet" sei bzw. ich „noch nicht an der Reihe" wäre. Auch nach dieser Rückfrage blieb mein Konto weiterhin aktiv.

In diesem Zeitraum konnte ich weiterhin einzahlen und spielen, wodurch zusätzliche Verluste entstanden sind. Insgesamt belaufen sich die weiteren Verluste aktuell auf ca. 256 € zusätzlich zu vorherigen Beträgen.

Während dieser Zeit wurden mir zudem weiterhin Bonusangebote und Freispiele angeboten, obwohl bereits ein Selbstsperrantrag gestellt worden war.

Mein Konto wurde erst vor wenigen Augenblicken endgültig geschlossen, nachdem auch die letzte größere Einzahlung angenommen wurde.

Zusätzlich befindet sich aktuell noch Restguthaben auf meinem Spielerkonto. Gleichzeitig habe ich derzeit keinen Zugriff mehr auf mein Konto und keine Möglichkeit, den Support zu kontaktieren.

Eine KYC-Verifizierung wurde weder angefordert noch durchgeführt.

Ich bitte darum, diese gesamten Informationen bei der Prüfung meiner Beschwerde zu berücksichtigen.

Thank you for your response. I would greatly appreciate it if you could forward the original self-exclusion request to my email. Additionally, if possible, could you also forward any promotional offers that you have received?

Furthermore, could you please confirm the exact date when the account was closed by the casino?

Thank you in advance for your reply.

Hello Attila,

I also sent them the email about

Self-exclusion and the notification regarding free spins and bonuses were forwarded as a screenshot via email.

The account was only closed on the afternoon of May 29th after several inquiries.

Hallo Attila,

ich habe ihnen noch die Mail zum

Selbstausschluss und die Mitteilung zu den Freispielen und Boni als Screenshot weitergeleitet per Email.

Das Konto wurde nach mehreren Nachfragen erst am 29.05. am Nachmittag geschlossen.

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, Martin (martin.l@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

Hello Joshi777,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would also like to invite the Vox Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

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 Joshi777,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru

Dear Joshi777,

We’ve reopened this complaint at the request of Vox Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear casino representative,

could you please check the case and explain the matter to us from your point of view? At this point, it seems the player had requested self exclusion on 24th of May and the account was closed on 29th. Would you be able to provide us with the player's deposit history, along any relevant further communication between both parties? You can send any such information to martin.l@casino.guru

Thank you in advance for providing us with your view of the issue.

Good afternoon,

While I am уточняю this information with the relevant department, I would like to kindly ask the user to provide details on when they contacted customer support with this request. Specifically, we are interested in the date of the inquiry, and if possible, any screenshots of the correspondence.

Good day,

I sent my self-exclusion request on May 24, 2025, via email to the support address specified in the casino's terms and conditions. I am attaching the email as proof.

Since I received no response and my account remained active, I contacted live chat on May 29, 2025, and again pointed out my self-exclusion request. I was informed that my request had not yet been processed. Despite this notification, my account remained open for several more hours, allowing me to make further deposits. My account was finally blocked later that same day.

On June 7, 2025, the casino confirmed in writing that the requested compensation of €256 would be paid. I submitted all requested documents immediately. Nevertheless, the processing was delayed for several weeks, and I repeatedly received only general information about ongoing investigations.

Yesterday I signed the settlement agreement that was sent to me and returned it immediately. I now hope that the promised refund will finally be paid out after more than a month.

Guten Tag,

ich habe meinen Antrag auf Selbstsperre am 24.05.2025 per E-Mail an die in den AGB des Casinos angegebene Support-Adresse gesendet. Die entsprechende E-Mail füge ich als Nachweis bei.

Da ich keine Rückmeldung erhielt und mein Konto weiterhin aktiv war, kontaktierte ich den Live-Chat am 29.05.2025 und wies erneut auf meinen Selbstsperreantrag hin. Mir wurde mitgeteilt, dass meine Anfrage noch nicht bearbeitet worden sei. Trotz dieses Hinweises blieb mein Konto noch mehrere Stunden geöffnet, sodass ich weitere Einzahlungen tätigen konnte. Erst später am selben Tag wurde mein Konto schließlich gesperrt.

Bereits am 07.06.2025 wurde mir vom Casino schriftlich bestätigt, dass die geforderte Entschädigung in Höhe von 256 € gezahlt werden soll. Ich habe sämtliche angeforderten Unterlagen unverzüglich eingereicht. Dennoch wurde die Bearbeitung über mehrere Wochen hinaus verzögert und ich erhielt wiederholt lediglich allgemeine Hinweise auf laufende Prüfungen.

Gestern habe ich die mir übersandte Vergleichsvereinbarung unterzeichnet und unverzüglich zurückgesendet. Ich hoffe nun, dass die bereits zugesagte Rückerstattung nach mehr als einem Monat endlich ausgezahlt wird.

Dear parties,

thank you for your continued cooperation. Please keep us updated on the status of the refund.

Dear Joshi777,

could you please give us an update on the current proceedings? Have you received your refund? In the meantime, I have also contacted the casino representative for further clarifications.

Hello. My refund has finally been paid out. The account was also closed after a few days.

Thank you.

Hallo. Meine Erstattung wurde nun endlich ausgezahlt. Das Konto wurde nach einigen Tagen auch geschlossen.

Vielen Dank.

Dear Joshi777,

thank you for your confirmation. We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Vox Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help!

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martin

Casino.Guru