Vox Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

Dear Casino Guru Team,

I am writing to formally lodge a complaint against VOX CASINO regarding unfair account blockages, confiscation of funds/bonuses, and systemic delays in processing my withdrawals, which ultimately culminated in a total account ban without a legitimate reason.

Below, I present a detailed timeline and explanation of the events, proving that the casino acted in bad faith and weaponized its own technical or procedural loopholes against me.

1. The Issue of the Duplicate Account and Bonus Practice

Due to an accidental oversight, I created a second account on this platform. I acknowledge that online casinos strictly forbid multi-accounting. However, the casino's subsequent behavior was highly predatory and inconsistent.

Instead of permanently closing one account and migrating my data or blocking both immediately upon detection, the casino kept both accounts active in a alternating pattern:

• When I logged into one account, it would function normally until I made a deposit with a promotional bonus.

• As soon as the deposit was processed and the bonus funds were credited, the casino would suddenly remember the "duplicate account" rule, step in, and lock that specific account.

• As a direct result, my bonus was wiped out, and my gameplay was disrupted.

• Interestingly, shortly after, the other account would magically become available or accessible again.

This cycle repeated. The casino knowingly allowed me to deposit real money on both accounts interchangeably. They only enforced the multi-accounting rule after receiving my money and after a bonus was active, destroying any chance I had to play through the wagering requirements fairly. By allowing alternating access, the casino effectively validated both accounts for financial gain, only to invoke the terms and conditions selectively to strip away my active bonuses.

2.

The situation worsened significantly when I managed to accumulate winnings and requested a withdrawal. It became immediately apparent that the casino had no intention of paying me out in a timely manner.

For an extended period, the casino utilized delaying tactics (often referred to as "stalling"). Every single withdrawal request was met with a new, artificial pretext designed solely to prolong the process. Each time I fulfilled a requirement, a new obstacle was introduced:

• Support agents gave repetitive, scripted responses about "technical issues" or "additional security checks."

It was clear that the casino was hoping I would cancel the withdrawal and reverse the funds back into my balance to lose them.

3. Final Account Closure Without Valid Reason

Once I successfully navigated through every single artificial hurdle, and the casino literally ran out of excuses to delay my payout, they resorted to the ultimate measure.

Zamiast przetworzyć moją legalną wypłatę, całkowicie zablokowali moje konto. Kasyno skonfiskowało teraz moje środki i odcięło mi dostęp do platformy, wykorzystując istniejącą wcześniej sytuację z duplikatem konta —którą wcześniej tolerowało i z której czerpało zyski— jako ostatnią wymówkę, aby uniknąć wypłaty moich wygranych.

Wnioski i pożądany wynik

Zgodnie z kodeksem uczciwego hazardu Casino Guru, jeśli gracz przypadkowo utworzy duplikat konta bez zamiaru oszustwa (takiego jak nadużywanie bonusów na obu kontach jednocześnie), a kasyno nie wykryje go podczas rejestracji, kasyno nie powinno wykorzystywać tego jako pretekstu do konfiskaty wygranych uzyskanych uczciwie, zwłaszcza jeśli aktywnie przyjmowało depozyty na obu kontach.

Proszę, aby Casino Guru zbadało tę sprawę. Domagam się pełnego przywrócenia salda/wygranych i prawidłowego rozpatrzenia zaległej wypłaty.

Dziękujemy za poświęcony czas i pomoc w rozwiązaniu tego niesprawiedliwego traktowania.

Paweł Saran

Ostatnio zablokowany identyfikator konta: 10960352

Drugi identyfikator konta: 10344731

Na koniec chciałbym dodać, że zrobiłem wiele zrzutów ekranu, które mogą służyć jako dowód. Jeśli ich potrzebujesz, daj mi znać.

Co więcej, należy zauważyć, że inni użytkownicy Trustpilot zamieścili wiele opinii, w których stwierdzili, że wiele osób miało problemy z wypłatami środków lub nieuczciwymi praktykami.

Proszę o właściwe i dokładne rozpatrzenie mojej sprawy. Uważam, że ponieważ kasyno działało w sposób oszukańczy, mam prawo do zwrotu wpłaconych depozytów.

Poniżej załączam jak najwięcej zdjęć zrealizowanych wpłat.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vox Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please provide a more detailed timeline of events you refer to in your post?
• When did you learn there were multiple accounts associated with you? How did you learn this?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I would like to ask how long it may take to consider my case?

Chciałbym się zapytać jak długo może być rozpatrzenie mojej sprawy ?

I should add that the balance shown is the winnings from deposited funds, excluding any bonuses. I assumed that was what you were asking and missed it.

Dodam, że pokazane saldo to wygrane z zdeponowanych pieniędzy, bez żadnego bonusu. Założyłem, że o to pytasz i przegapiłem to.

The amount confiscated is shown in the photos I sent. The amount I wrote down is my most recent deposit. I would like to resolve this situation with this casino, as I was defrauded of so much money. If you need any additional documentation, please let me know. I'd also like to ask if this is sufficient proof that I was defrauded and treated unfairly?

My winnings were from Jackpot Hunt. I won with a deposit I made without the additional bonus. I'll send a screenshot. I was supposed to win on my balance, but I can't show the moment of winning because I didn't expect the casino to be in such a bad situation. But this is also very important evidence. I'll send it again.

Moja wygrana była z na jackpot Hunt Wygralem za depozyt który wpłaciłem bez bonusu dodatkowego. wyśle zrzut ekranu. Że mialem wygranić na swoim saldzie ale nie mam możliwości pokazania momentu wygranej, bo nie spodziewalem sić ż sytuacja taka biedzie z kasynem. Ale to jest dowód też istotny bardzo. Jeszcz raz wyśle.

Good morning! I'd like to get some information about my stretch marks? Please help me. It's important to me. I've paid so much money for nothing.

Dzień Dobry! Chciałbym sić zapaćczy przy jas jakoś informacje na temat moja rozciągliwy? Prość mi pomóc. Bo dla mnie do byłej ważnej rzecza. Tyle wpłaciłem pienić swoich na darmo.

Why isn't anyone helping me with my case? This is a serious matter for me, as I've already paid so much money. I'm asking for the best possible help.

Dlaczego nikt mi nie pomaga z moją sprawą ? Bo dla mnie to jest ważna sytuacja bo tyle wpłaciłem swoich pieniędzy. Proszę o jak lepszą pomoc

Thanks for your patience.

I went over the information you provided.

Do I understand correctly that you reported having another account only after you won and tried to pay out? When was this? Could you please share the relevant communication with me?

When did you deposit into the account that was left open?

Please let me know.

It's not like I only wanted to report that I had two accounts after I won. I wanted to let you know out of goodwill and wrote about them myself.

The time when this happened was over a month ago, I don't remember the exact day.

The money is also about 1. It's the same day I won.

I have a question, do I have a chance to get my money back?

To nie jest tak że dopiero jak wygrałem to chciałem zgłosić że posiadam dwa. Chciałem poinformować z dobrej woli i sam napisałem z tymi kontami.

Czas kiedy to to ponad miesiąc czasu , dokładnie nie pamiętam dnia.

Pieniądze tez tak około 1 jednego. To ten sam dzień co wygrałem.

Mam pytanie czy mam szansę odzyskać pieniądze

Please help me get my money back.

Proszę o pomoc odzyskaniu pieniądzy.

Thanks for your reply.

I apologise; however, based on your explanation, I am unable to establish a timeline of events.

Kindly explain what happened first: your win or your informing the casino about another account.

Looking forward to your explanation.

First I won and then I entered

Najpierw Wygralem a póżniej zgłosiłem

Thanks for the confirmation.

Since you haven't informed the casino of your gambling account before your win, from our perspective it appears you were aware of the duplicate account when you created it and didn't gain approval from the casino, which breaches the casino's rules of the casino in a way that we may not be able to assist you. Please understand that opening multiple accounts in an online casino is almost universally prohibited, and the player is responsible for adhering to this rule.

Please let me know if there is any information I overlooked.