Vox Casino - Вывод средств игрока задерживается.

This casino delay all the time the payments, even I chat with them all the time their answer is to wait.This is a second time when I made complain , in the first one I was waiting more than 2 months , case close by Lucia witch didn't downgrade the casino rating.May be this time Lucia wiil handle properly complain!!!

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.

Dear Felix70,

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 Felix70,

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.

May be you don’t want to understand what happened in this casino!After pass the time for withdrawal they say my account is under investigation,what investigation ?Already twice I pass the verification!!Hello!!They delay the payments because they can!! And you don’t help players with this issues!

Dear Felix70,

I understand your frustration, especially given that you experienced a lengthy delay with this casino previously. However, to properly investigate the current issue, we need more specific information and evidence.

• Have you accumulated your current winnings with or without an active bonus?
• Please provide a screenshot of your withdrawal history showing all currently pending withdrawals, their amounts, and the dates they were requested.
• You mentioned that your account is "under investigation" after already passing verification twice. Please clarify whether the casino is asking you to complete KYC verification again. If so, provide a screenshot or correspondence showing exactly what the casino is requesting.

This information is important because we need to establish the exact amount and age of the outstanding withdrawals and understand what is currently preventing the casino from processing them. Once we have these details, we can assess the situation properly and take the appropriate steps to mediate your complaint.

Thank you for your cooperation.

Already I pass 2 times the KYC verification!Now I wanted to withdraw my money and permanently close my account.This is some answer from them:

For better understanding the situation.I played and I loose more than 10.000 Ron .After this I wanted to withdraw 1563 Ron and theirs answer all the time was like this:

This is not a fair casino ,they are scammers and don’t like to pay out nothing even like I explain is not any winning.All the time like in previous statements the answer is same bulshit,verification,review etc.

Thank you for your response. Unfortunately, we still cannot determine which withdrawal is actually being disputed.

You submitted this complaint on August 17, while the screenshots provided show withdrawals from different dates, including August 11 and August 22.

To proceed, please provide:

• A screenshot of your complete withdrawal history, showing the amounts, dates, and statuses.
• Confirmation whether the withdrawal pending when you submitted the complaint on August 17 was received, cancelled, or played with.

Without this information, we cannot establish the actual processing time or properly investigate the complaint.

Thank you for your cooperation.

From that times,some withdrawals was payed .Now remains the withdrawal from 22august 1563 Ron.The important is the practice of this website wich don’t want to pay out the customers money!!!

Dear Felix70,

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, Munya, ([email protected]). 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

Dear Felix70

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Vox Casino to join this discussion and provide their comments regarding the matter.

Dear Vox Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

Good afternoon,

The user's balance has been successfully withdrawn in full. At the moment, only 151 RON remains on the balance.

I kindly ask you to close the complaint as resolved.

They don’t pay out nothing ,I loose the money playing,because like I show you they are scammers and not only one time not like to pay out.Thy invented all kind off verification .Please downgrade them and I like my account to be permanently close.

Vox Casino

Thank you for your update. However, I must inform you that I can only close and mark the complaint as resolved upon receiving confirmation of the funds' receipt from the player. Alternatively, if you could provide irrefutable evidence that the payment was made, I would be able to proceed, especially in instances where the player claims they have not received the funds. I appreciate your understanding in this matter.

Felix70

I kindly ask you to provide an update once the funds reach your account. If after 2/3 days you have not received the funds, kindly inform me as well so that we can make a follow up with the casino.