Vox Casino - Вывод средств игрока задерживается.

I am writing to file a formal complaint against Vox Casino (voxcasino.com), operated by Udwin B.V., a company incorporated under the laws of Curaçao with Company Number 147117 and licensed by the Curaçao Gaming Authority to offer games of chance under license number 8048/JAZ2023-044 in accordance with the National Ordinance on Games of Chance

08.07.2025 - 09.07.2025 (already verified)

They wanted a photo of the first payment to the account, which I was looking for - I found it and sent it + KYC things ETC

05.08.2025 - This is where the first problems begin, I requested a withdrawal of around PLN 4,000, and after the designated waiting time of 5 days, I received an email telling me to spread the withdrawals 10 times PLN 500 because their "payment system might reject it somehow"

23.08.2025 - I received information by email from VOX-casino which is documented: Your withdrawal has been temporarily suspended. Your account is being reviewed for any violations. Once verification is complete, your withdrawal will automatically resume.

Unfortunately, we cannot provide an exact waiting time. As soon as verification is complete, your withdrawal will be processed.

(it took 7days " that review" )

29.08.2025 - I received information by email from VOX-casino :

We recommend dividing the withdrawal into several requests, each of which does not exceed PLN 200. This is necessary to ensure that the payment system does not reject them due to exceeding the maximum amount allowed for one transaction. So after 6days i have to wait another ( 5 ~days) to get a only ( so they daily sent me only 200PLN)

28.09.2025 - I received information from a consultant without even being informed by e-mail that my account is suspended again after a month (23/08) and they are checking whether my account is violating the regulations AGAIN

02.10.2025 - I receive information that the account verification has ended and deposits are available. After each "account verification and check," the withdrawal time is reset. I received this information from two consultants, the proof provided

After a day another verification was made the same reason

03.10.2025 - Your account has been audited. During this process, all you need to do is wait for the audit to complete. The duration of the monitoring depends on the number of transactions performed by our experts. Therefore, simply wait for the process to complete.

This delay is unacceptable and clearly violates the reasonable withdrawal processing times set out in the regulations and is against the policy of the license provider - Curacao

I kindly request you to initiate an investigation into this matter to resolve this matter.

Dear player,

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 the 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

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.

Why do they do so many verifications in a month and two days? There's a transparent process to extend payouts; after each "verification and inspection," the payout time is reset

No payment has been SENT since September 22nd

0 PLN / 50.000PLN

So today i received emails :

As you can see, at 1:00 PM, I received an email that my funds were being processed. At 3:00 PM, I received an email that there was no longer any account review and the funds would be transferred within 5 days. At 4:11 PM, I received an email that your account was being verified. It was completed 3 hours ago, and I also provided the previous dates above. I am outraged and disgusted by the entire situation. This is pure avoidance of withdrawal of funds and prolongation

To confirm, I also sent a conversation with a consultant

Dear nwkk3,

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.

Dear Dominika,

Unfortunately, nothing has changed. They end verification every three days and start over. I'll remind you that I've been verified many times, and my account was also checked for security. They do this every few days.

I posted an update above showing what it all looks like, you need to approve the post from your side

Dear player, 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 accumulate your winnings with or without an active bonus?

Could you please advise which documents you have already provided and when exactly you sent the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], 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.

Have you made any successful withdrawals before ?

Yes, a couple times, but not a single since 22.09

Did you accumulate your winnings with or without an active bonus?

Without any bonus

Could you please advise which documents you have already provided and when exactly you sent the last one?

Well, I gave them my ID, my first casino transfer, and they received confirmation. They keep saying my account is currently being checked for any violations of the rules and my gaming history. And when the account check is complete, the withdrawal deadline is reset, and when the withdrawal deadline approaches again, they give the same reason. In any case, I keep going through everything successfully, but the funds don't arrive

Have you provided all the required documents as soon as possible and in the correct format?

They don't actually ask me for documents, but they constantly check my account? Or something like that. I provided everything in photos. I've never encountered anything like this before, and I recommend always doing this before paying.

I received information from the consultants that tomorrow is the last day for the "small portion of the payment" of PLN 4,000. Considering there's still PLN 50,000 left, it's really not much, but it's happening step by step.

Anyway, I will let you know here if a small percentage of my balance will be received.

Well, one of the consultants wrote that if there's a delay in payment, then... cancel it and wait another 5 business days. Isn't that a bit outrageous? I haven't received anything since September 22nd anyway? I'm doing it in installments anyway

Today I was supposed to receive a payment of PLN 3,950, but I only received PLN 977. And I received this information from the chat after a question about the rest money

This is one big joke what VOX CASINO is doing.. Sending such a messages like every two days

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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.

Hello nwkk3,

It's Michal again. I have taken over this complaint as well. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

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

Dear Vox Casino,

We are reaching out on behalf of your customer regarding their withdrawal delay issues, which have not yet been adequately addressed by your team. I find it difficult to comprehend the ongoing "account verification" process for the player, which is taking an unusually long time. While I recognize your authority to verify the player's gameplay, even in collaboration with the game provider, similar to the requirement for the player to complete the KYC and/or AML procedures, it appears that there have been no issues in this regard. Therefore, the delays in processing the player's withdrawal and the disbursement of only minimal amounts do not meet the fair standards we anticipate from reputable casinos.

I'm looking forward to your clarification of the situation.

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at [email protected]

Dear Dominika,

Thank you for the time you dedicated to this matter

Quick update from me :

To make things easier, I ordered a withdrawal of PLN 4,000 (4 applications of less than PLN 1,000 each) on October 3rd. As of today, October 16, 2025, I have only received two payments of less than PLN 2,000!!! The withdrawal time for PLN 4,000 is a maximum of 5 days. I understand delays and so on, but this is a blatant lack of respect.

Yesterday I received one of the four ordered payments, I wrote that it was not the amount I should have received, this morning I received another message that the finance department was checking the account, on October 15th everything was fine because of course some of it arrived . What they are doing is simply disgusting, I am so disappointed with this casino that I have always appreciated, and well, I will definitely report on how they treat players, I am posting the evidence below.

I'm sorry, I'm simply at a loss for words for this whole situation, and it's incredibly sad. Another update from me in the photo. They keep resetting the payout time like this

I hope that these photos will be shown as open information where other players will also have access to it and form their own opinions.

Good afternoon,

I’m sorry to hear that you’ve encountered this situation. After reviewing your account, I’ve forwarded the information to the relevant department and am now awaiting their response. I’ll get back to you with an update as soon as possible.

Dear Vox Casino group,

I hope you read everything and you see how the situation look. Every two days verification ? And you telling me copy paste from consultant chats.. thank you. I would like to ask you why you do this every two days, it resets the payout time later.

Vox Casino, please tell me this is a joke .. ? In one month I get a 1850zl and you want me to cancel now my withdrawals ? And I will receive a 500pln weekly. This is disrespect..

Short update from me :

Since 20.10, Vox Casino has sent around 25,000 PLN. It's good to hear that something is finally moving. Half the money has already been sent, so I hope all will be well with the rest money. I will write next update in few days.

thank you to everyone for their involvement in this matter and the time devoted to it

Dear nwkk3,

Thank you for the update. I'm glad the case has moved in the right direction and you have received a nice portion of your winnings. I remain hopeful that the remaining funds will be disbursed to you in a reasonable time.

I'm looking forward to your next, hopefully, positive update.

So from what i see the problem starts again :

They want to cancel the payment and submit applications for PLN 500, resetting the waiting time. Previously, strangely enough, there was no problem sending a value of PLN 9,999

Dear nwkk3,

Thank you for the update.

Dear Vox Casino,

Can you please clarify why the player is encountering the issues again?

Good afternoon,

I can see that since your initial inquiry, 26,964 PLN has been successfully withdrawn, and there are currently active withdrawal requests totaling 14,998 PLN. Please rest assured that I’m doing everything possible to expedite the resolution of this issue.

Well, I still have more withdrawals to process, but I don't want to burden you with so much if processing is problematic. Dear Vox Casino, please refer to the context of the conversation I had with you above, regarding the alleged payment split of PLN 500 and the reset of the withdrawal time. Unfortunately, I don't agree to splitting the payment in PLN 500 increments.

Please do not write to me like consultants who send ready-made copy-and-paste formulas. Thank You

Quick update :

PLN 14,998 disappeared from my balance and the payment did not arrive, but the payment is visible in the payment history as "processing"

After asking the consultant what was going on, I received a response: "Thank you for waiting. From what I see, your account is under review. Withdrawals will be suspended while your account is being reviewed."

This is utter disrespect to the player. The account is being verified for the 30th time, the money has disappeared from the balance, and the withdrawal has not been received.

Vox Casino, please address this situation. I was assured that you would do everything in your power, but the effect is the opposite.

My account is checked every week or week and a half. I believe this is gross abuse on your part, and you're doing this to delay my withdrawal. A casino as reputable as VoxCasino should be ashamed of itself. Unfortunately, you're giving yourself a bad name with this type of behavior, and players, including me, see your goal in this action.

New e-mail which i received from Vox Casino

It must be an incredible mess and disarray there.

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,

Please allow up to 2 days, as I can see that your withdrawals are currently in the final stage of processing.

I received the amount mentioned. The final payment has been ordered.

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,

The complaint should already be closed, as the remaining PLN 14,998 have been successfully received by the user. Currently, the user has submitted a new withdrawal request, which is not related to this complaint.

Are you serious? Fine, we can close this down and I'll come back in a month with the same problem. Start respecting the players, finally. I don't expect you to withdrawal this money tomorrow or even next week.

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 requested closure of the claim because the indicated amount has already been successfully paid. We deeply respect our customers and always pay the utmost attention to every situation. I sincerely regret that payment processing times can sometimes be extended for technical reasons. However, I want to reassure you: funds are always paid and are never lost.

If you respected me, you wouldn't have closed this thread so forcefully. If you did, you would have at least once answered the questions that were asked a month ago. I haven't received any explanation for any of the allegations. There's still 25,000 PLN on my balance. I requested a withdrawal of 4,000 PLN x2 so that it would be easier for you to withdraw a smaller amount than the entire amount at once.

Vox Casino, look at the opinion you're giving yourselves now. If you'd replied that it would be shipped within the promised timeframe, which is listed in the terms and conditions, this whole thing would have had a different meaning. And as i said previously i accept the time frame which is in terms and conditions

I'm trying to be fair to you, and you should be fair to me too. Before posting this complaint here, you treated me as your player terribly, and now you're trying to forcefully close the matter.

Dear Vox Casino,

I believe the player raised a valid concern, and I would be grateful if you could respond to it appropriately. Furthermore, I would be grateful if you could offer instructions on how the player can obtain their winnings, ensuring it is in accordance with your withdrawal policy timelines.

Good afternoon,

We sincerely apologize for the unpleasant experience. The remaining funds — specifically, the two withdrawal requests of 4,000 PLN each — will be processed today. The delay occurred due to additional security checks, which were necessary and resulted in the extended processing time.

Good afternoon,

Thank you for the information about the payment and for the quick response, I appreciate it. I didn't even know there was a delay because the consultants said there was still time. I hope the security checks on me will be less frequent, as there were so many of them. Here's my question again - Vox Casino.

Can I request a full withdrawal in the casino? I keep receiving instructions to split the payment into several installments, and I always do so. I also don't want to burden you with a larger amount and additional delays.

Will inform when the said payment will arrive

WHAT THE HELL IS THAT ? :

VOX CASINO ?

Good afternoon,

We have received a detailed response from the Security Department regarding the reason for the extended review period. According to their findings, you have violated several provisions of our Terms and Conditions, specifically:

8.12.5. Withdrawals must be made using the same payment method that was used to deposit funds into the Client’s account;

11.2. Any attempts to abuse the Company’s bonus offers, including but not limited to using multiple accounts or manipulating bonus terms, are prohibited. If the Company suspects abuse, it reserves the right to restrict or cancel any withdrawals of winnings.

Due to the combination of these factors, your case falls under the following provision:

5.7. The Client acknowledges that the Company reserves the right to close their Account and confiscate all funds from the Account balance if it is found that the Client has violated any of the provisions of these Terms and Conditions, including but not limited to fraudulent behavior, use of false information, or breach of the gambling rules.

The full amount related to this complaint — 50,300 PLN — has been paid out. Following this, we have taken the decision to restrict your access to our website.

If you have any further questions, we remain available to assist.

Unfortunately, my previous message was sent prematurely (about withdrawing funds today), before I received the detailed response and investigation results from the Security Department. However, these withdrawal requests (two requests of 4,000 PLN each) are not related to this particular complaint.

Are you normal? You waited until the full amount of the complaint was paid and then blocked the account. Good plan. The funds in the account are mine, they were mine!

I DIDN'T PLAY AT YOUR CASINO FOR THE BONUSES. SECONDLY, THE PAYOUTS ARE STILL BY THE SAME PAYOUT METHOD.

You've been doing 10 verifications a week!! Is that normal? I hope casino.guru will be completely objective here and resolve this process fairly. NO TERMS OF USE WERE BROKEN, and besides, it's not nice to add 8.12.5 to the regulations because, from what I understand, this rule wasn't there from the beginning, is it?

As for the 8.12.5 rule, it's completely idiotic, and I can only imagine how many players you've hurt with this, especially since, from what I understand, you send an email notification if you don't recognize a given cryptocurrency withdrawal address. After confirming that it was requested by the player, you accept it.

I know what you're doing. You paid out 50,300 PLN from a complaint and you think you're being fair? You didn't see this before? And now you suddenly remember that I'm "breaking" the regulations? What a lie. Everything is documented here: every complaint, every extension of payments, EVERY account audit, of which there were about 40.

I want to get back the money that was in my account and I don't want to have anything to do with you.

You made deposits via Binance Pay, Litecoin, and BLIK, while attempting to withdraw funds using a different cryptocurrency payment method. Your statement that we were supposedly still processing the withdrawal related to this complaint is also incorrect — the full amount was successfully paid out two weeks ago.

Additionally, you were receiving bonus funds while simultaneously playing exactly the same games used in our tournaments and provider network promotions. I am confident this is not a coincidence.

If Casino.guru requires evidence, we are fully prepared to provide all supporting documentation directly to the manager's email.

A major investigation was conducted which revealed these violations.

I can also provide proof of the last modification date of our Terms and Conditions to the Casino.guru manager, so they can verify that no clauses have been added or altered recently.

You've already received a significantly larger amount than you deposited. Due to violation of our rules, we reserve the right to confiscate winnings and funds in the player's balance.

Is this some kind of joke? These must have been some of first deposits, and now you're remembering? I can't believe it's true; there's no way this could be in the rules. If they did, 80% of players would be banned.

So I simply won too much, I won much more than I deposited, so you can ban my account, well, if there were more withdrawals, everything would be fine, right?

Don't write about a made-up point from the regulations if there were no such problems

I am entitled to the money that was in my account because I won it honestly and without any manipulation.

Binance Pay, Litecoin, - This is all the same using BINANCE ONLY,

BLIK - deposit via phone number because in that time binance didnt work i think

Look at that

Here you ask me if the address belonged to me, of course I wrote that it did.

Is that how it should work? Right? There wasn't a problem back then because the payments were larger?

And the withdrawals were made only via USDC, so I guess that didn't bother you either.

Thank you all for your responses.

This case has turned out to be more complex than initially anticipated. Although I’m pleased that the complaint itself appears to be resolved and the disputed amount of this complaint has been credited to the player, the timing of the casino team’s additional steps is somewhat unexpected.

However, it is understandable that only a more thorough review can sometimes reveal rule violations. Should that be the situation here, the casino team would be entirely within its rights to take the actions it considers appropriate in accordance with its established rules.

Dear Vox Casino,

I would appreciate it if you could send me any evidence that supports the alleged violations of your terms and conditions, as referenced above, to [email protected] for an independent evaluation.

Furthermore, I kindly request that you provide me with evidence regarding the most recent modification date of your terms and conditions.

I'd like to ask Vox Casino: What are account confirmations for on exchanges and bank accounts for? Why do they sometimes ask for them if they do something like this? We, as people who play in casinos, who promote this, need to wake up and put an end to the behavior Vox Casino exposed today. This is completely ridiculous. Pathological casinos, of which such tricks will only increase. This is a huge disservice to the entire industry. And let's not pretend that the amount mentioned in the complaint matters, because it doesn't. It doesn't matter whether it was 50,000 or 80,000 PLN.

Casino.guru, Michal

My account was checked daily, just like in the evidence I revealed a few weeks ago. Why did they come up with this idea just when they were supposed to resend the money? There was a lot of evidence gathered that pointed to unfair play by the casino in question against me .

As proof, I even posted a picture of the email above where vox casino asks if this is my withdrawal address. ( which i used always in withdrawals)

Good afternoon,

Verification is an important and mandatory procedure in every casino. It helps protect us from fraudulent activity and also safeguards players from account theft and unauthorized access to their funds.

Michal, thank you for your response. I will send you all the necessary evidence later today.

I'm all for mandatory verification, but not daily checking of accounts and postponing withdrawals like you did. Don't you see the evidence I posted above?

Vox casino why send this email? To provoke or what?

" We are confident that over time your activity will return to VIP level and with it all VIP privileges will be restored " ?

I have never encountered such rudeness from a casino.

Good afternoon Michal,

All evidence has been resent to your email.

Dear Damian N*****,

This message was sent in error. We have tens of thousands of users, and we have never had — and do not have — any intention to provoke any users.

I wonder how many people you scam, nevermind

Dear Vox Casino,

Thank you for the email with the additional information and evidence. I have responded back with some further enquiries and am awaiting your reply.

Dear nwkk3,

The circumstances have once again changed slightly, and I can understand why the casino team has taken a closer look at your gameplay for a longer duration or with increased frequency than what is typical.

While we hold the view that any limitations when playing with an active bonus should ideally be enforced automatically by the casino system to help players avoid inadvertently violating the rules, on the other hand, the information and evidence I have gathered thus far suggest that you intentionally concentrated your specific gameplay in certain games, which directly contravenes the principals of recreational play expected from players. Your repeated specific gameplay in certain games can indeed fall under the prohibited actions outlined in rules 11.2 and 5.7, as previously mentioned. Can you please explain why you have focused mainly on certain games while playing with a bonus, participating in tournaments and so on?

Dear Michal,

Can you tell me when the bonus was used in tournament games? I've had a balance of PLN 10k, 20k, or more for a long time. I often played new slots from GAMZIX because I always liked them and they were unique, plus my favorite slots that were in tournaments, to which I was repeatedly invited via emails that VOX would send 4-5 a day. My goal wasn't to play any of the bonuses in tournament games. It wouldn't even generate any income because players play for huge stakes that are unattainable for me. The day before my account was BLOCKED, I hit the highest jackpot in the game, "GRAND," which earned me PLN 16,000 in fair play without the bonus.

Vox Casino kept sending me FREESPINS, but I didn't even want to accept them

I don't believe I've broken any of the rules 11.2 and 5.7. I've always played games I enjoy, even when they didn't offer a profit, because it's casino.. Most of the time it shouldn't give any profit

The accusations made by Vox Casino are outrageous against me. I never received any message from them that I was "abusing" anything; I was and still am an ordinary player who won a significant amount of money. Vox Casino fully encouraged me to participate in tournaments and bonuses by sending hundreds of emails and text messages to my phone number.

I was never excluded from receiving bonuses or participating in specific tournaments, as you can see in the photos. I was constantly encouraged. Through these emails, I want to show that the entire accusation against VOX is completely baseless and far-fetched. If that were the case, the casino in question would have intervened immediately, instead of looking for a forced excuse. I still don't understand why the full amount of money was taken from me.

Dear nwkk3,

While I understand your point that the casino team regularly reaches out via email with various offers, this is a standard marketing practice across the industry. However, any rule violations are typically uncovered during KYC and/or AML reviews, which the casino team can initiate at any time, but most often occur when a withdrawal request is made. These checks can sometimes be lengthy and may require involvement from the game provider. As a result, even if a particular "strategy" isn’t flagged right away, it may be identified later— which appears to be what happened in this case.

The casino’s rules—whether general rules or those connected to a specific bonus or tournament you choose to join—apply to all players equally, and everyone is expected to follow them, regardless of their personal feelings. It's important to remember that you agreed to those rules. I understand this situation is important to you, and I want to ensure we address it fairly. I’m still waiting for clarification from the casino on a few points, so I’m not yet able to provide a final verdict, but I’ll update you as soon as I have more information.

Dear Vox Casino,

I look forward to hearing from you regarding my last email.

If no one here sees the abuse the casino has committed against me throughout this entire time, then something must be wrong. The theory about breaking the rules is also far-fetched, aimed at having the casino confiscate a large amount of money I won. There was no tactic involved when I played at the casino; I logged in and played the games I wanted, most often those offered on the main website. Maybe we should start holding casinos accountable and checking how many times they've violated consumer rights.

If a casino offers certain offers via email and then complains about repeated use, something is wrong.

The amount they "took from me" is not a few dollars, but over $10,000.

Should we really rely on the fact that the amount entered was PLN 50,000, and not, say, PLN 80,000?

Doesn't anyone think this is a deliberate action by the casino, which thinks that after sending the amount mentioned, the dispute will be closed and they can do whatever they want – in this case, blocking and confiscating a huge amount of money?

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 answer to you

Dear Vox Casino,

Thank you for your email. While I appreciate your response, some of my questions remain unanswered. I would be grateful if you could provide the additional details needed for a complete assessment of the matter.

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 Vox Casino,

I am writing to follow up on my previous email, as I have not yet received the additional information and evidence I requested.

I look forward to your swift response.

Good afternoon, I sent you answer

Dear Vox Casino,

Thank you for your email. I have shared my thoughts on the matter and am looking forward to your response.

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.