Vox Casino - El jugador cree que el reintegro se ha retrasado.

I am filing a complaint against Vox Casino regarding a failure in responsible gambling practices and unfair withdrawal handling.

I won approximately €9,600 and requested withdrawals. The casino required account verification, which they state takes up to 48 hours. I submitted all requested documents, but my account remained unverified beyond this timeframe, preventing me from withdrawing my funds.

During this period, I contacted support and explicitly requested responsible gambling limits to be applied to my account to prevent further gambling. This request was refused.

I had multiple withdrawal requests pending. While I did cancel a portion (€2,600), I did not cancel all withdrawals. Despite this, the remaining funds were still available for gambling, which allowed me to continue playing and ultimately lose the entire balance.

I believe the casino failed in the following ways:

-Failure to complete verification within the stated timeframe, delaying withdrawals

-Refusal to apply responsible gambling limits upon explicit request

-Allowing continued gambling with funds that were intended for withdrawal

These failures contributed directly to my loss of €9,600.

I respectfully request a full refund, or a fair resolution considering the casino’s failure to provide basic player protection measures.

I can provide supporting evidence including chat transcripts, withdrawal history, and account records.

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Dear svitoder,

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 svitoder,

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 Casino Guru Team,

Thank you for your message.

Unfortunately, the withdrawal was never successfully completed. At one point I had approximately €9,600 in withdrawal requests pending. However, these withdrawals could not be processed because my account verification had not yet been completed.

I submitted the required verification documents on 26 February, while my account was only verified on 3 March at 11:58 UTC. During this period the funds that were requested for withdrawal remained available in my balance and could still be used for gameplay.

Because the withdrawals were pending and the verification process took longer than the advertised timeframe of up to 48 hours, the funds remained playable. Unfortunately, during this waiting period I continued playing and eventually lost the balance.

I contacted the casino multiple times regarding the situation, including asking about responsible gambling limits earlier in the process, but the matter could not be resolved directly with support.

For these reasons I believe the situation should be reviewed, particularly regarding the verification delay and the fact that funds requested for withdrawal remained playable while withdrawals could not yet be processed.

Please let me know if any additional information or screenshots are required.

Dear $svitoder, thank you for your reply. 

I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Karla