Vox Casino - La retirada del jugador se ha retrasado.

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 OGL/2024/817/0708 in accordance with the National Ordinance on Games of Chance (Landsverordening op de kansspelen, P.B. 2024, no. 157).

I requested four withdrawals on:

1x June 11, 2025 

3x June 12, 2025 

Overall over 11000 PLN

My account was fully verified on June 17, 2025.

Since then, I have contacted Vox Casino support via live chat and email dozens of times. Each time, I received the same generic reply: "Your account is still being reviewed by the financial department." No further progress has been made.

As of today, **July 15, 2025**, it has been over **30 days since my first withdrawal request**, with no funds received and no clear explanation.

This delay is unacceptable and clearly violates reasonable withdrawal processing times stated in their own terms and Curaçao regulatory expectations.

I kindly ask you to intervene and initiate a formal investigation or mediation to resolve this matter.

Attached are screenshots of my withdrawal requests and support conversations for your reference. Please confirm receipt of this complaint and let me know if any additional documentation is required.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you were in contact with casino support, and what did you discuss?

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

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All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I done all the bonus requirements I had around 2400 PLN, I don't remember exactly, then they cut money to 1250 as that was maximum payout of bonus funds. I have confirmation of that after wagering bonus funds was cut down to 1250 PLN.

After that i was playing different games and finish on balance of 11000 PLN. 

With online chat and email i contact everyday. Support saying that Is an additional verification which they cannot say how long that gonna take. 

I never had any succesfull withdrawals on the past. That Is first try.

I can see that my account set as location Is UK, but i'm Polish and i did Play when i was on Poland.

Im actually on holiday in UK.

Thanks for the clarification. and for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru), 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.

Thank you very much for your interest in my problem. I hope we can resolve this matter together.

I am waiting for further instructions.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Vox Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hello Romi,

Thanks for your help with that issue. I also want to know why I already waiting for 6 weeks.

Thanks

Good afternoon,

After reviewing the situation, I sent requests to the relevant departments and am now waiting for information. Please do not worry, we will definitely solve this problem. And I am very sorry that you are faced with such a situation and have to wait so long.

Best regards,

Vox Casino

Dear Vox Casino representative

Thanks for your response but that Is not enough for me. Vox Casino Team since last 50 days do not give me any answers and ask me to wait and to be patient. So please give me some appropriate and clear answers, and also that when I can expect money because i have been waiting for 50 days, and that Is against your terms and conditions which says that withdrawals of that amount takes up to 14 days.

Regards

Good afternoon.

I just received any email from voxcasino saying that money will be paid soon. Unlucky only one od four withdrawals requests Has been processed. Only 1000.98 zł Has been processed. Vox casino advisor AGAIN said that i have to be patient and wait because they still verifing my account and they cannot say how long it gonna take. So Could I Ask when i gonna receive rest of money that i withdrawn. And why you Could process only one of four withrawal requests? Please give me some explaination.

Thanks

Good afternoon. Believe me, I am doing my best to speed up the withdrawal of your funds. Unfortunately, we have encountered technical difficulties and are now carefully sorting this out. You will definitely receive your money, I am monitoring this process.

VOX CASINO- What problem have you encountered? I've been waiting for two months now and I keep being told that once verification is complete, I'll receive my money, but no one can say how long it will take. Your terms and conditions don't mention the possibility of delaying withdrawals indefinitely. This seems like a fraud attempt to discourage me from taking any action in this situation.

Casino Guru, can I count on your help? As you can see, Vox Casino is still refusing to pay out the money.

Good afternoon. Am I trying to dissuade you in any way? I am simply asking you to wait and I am doing my best to ensure that you receive your funds as soon as possible. Thanks to my efforts, we have already been able to withdraw 3,500 PLN, and you will receive the remaining amount soon.

Your casino is a complete mess...You're saying you can't withdraw my money because account verification isn't complete. Suddenly, you withdraw something, and verification isn't complete. So, is it possible to withdraw without verification? It's been two months, and I still don't know when I'll receive my money. You're completely lost in your own statements. I demand the rest of my money be paid immediately!

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.

Romi what I suppose to do?



The finance department told me to cancel my withdrawals. They told me to withdraw a maximum of 150 PLN, which means I have to process 50 withdrawal requests! I still have 7,500 PLN to withdraw. This will take a lot of time, and I might only receive 150 PLN every few weeks.

I spoke with Vox Casino today in the chat and was told that unless I cancel my withdrawals and spread them out into 150 PLN payments, my withdrawal will likely never be processed. Therefore, I won't receive my winnings.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi

Hello everyone.

We have reopened this complaint as per the casino request.

Dear Vox Casino,

Could you provide more information about this case, please?

Thank you in advance.

Respectfully,

Romi

Good afternoon,

As I already mentioned in my request, during the period from 25.08 to 03.09 inclusive, a total of 5650 PLN was withdrawn. Updating the information, on 04.09 and 05.09 an additional total of 300 PLN was withdrawn. There remains 1200 PLN to be withdrawn, which will be fully received by the player by 13.09 inclusive.

Thank you, Vox Casino, for the update regarding this case.

Dear user,

Please confirm to us that you have received the above-mentioned amount and update us whenever you receive the whole amount.

Also, please let us know what the whole amount of all of your withdrawals is.

Thank you in advance.

Best regards,

Romi

Hello. I see that Vox Casino has declared that I will have all the money withdrawn on September 13th 2025 - I don't think so, because apart from the withdrawals already ordered and pending, I still have 350 PLN to withdraw, which I will withdraw only after I receive all the withdrawals ordered on August 21th 2025, because each subsequent withdrawal starts a new process that lasts 14 days (information from the casino's live chat).

Good afternoon,

That’s correct, as I indicated, the remaining amount will be received by September 13 inclusive. At the moment, we are talking about 300 PLN, 150 of which will be withdrawn tomorrow, and 150 the day after tomorrow. Moreover, I can back up my words with evidence where I see withdrawals for the entire period. You can rest assured, this situation will be over very soon, and I am very sorry that you have encountered this problem.

Thank you, Vox Casino, for your cooperation on this matter.

Dear user, please keep us updated about the situation.

Best regards,

Romi

Good morning. After 3.5 months, the casino paid me all my money. Unfortunately, it was in installments (PLN 11,000) (several transfers were PLN 150 each).

I would like to warn all future VOX CASINO players... think twice before depositing money there. I'm not the only one who has had this problem. You can read a lot of negative reviews about this casino on forums and on the Casino Guru website.



Romi, thank you very much for your help and your time.

Regardless, I think the Vox Casino rating should be much lower, as the current one is very misleading for potential future players.

VOX CASINO - please delete all my data from your website and close my account.

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru