Vox Casino - La verificación del jugador se ha retrasado.

They refuse to approve the last picture to verify my account. They want a selfie with me to hold my driver's license, at first they didn't approve because the information should be visible without them having to zoom in (how big are the letters on the driver's license themselves). have finally sent the three most recent pictures with the driver's license in hand where the letters are visible even without zoom, even with my poor eyesight I can see the letters. Sad that they are doing this and it feels like they simply don't want to verify my account, should also contact curacao and send them the pictures so they can form an opinion.

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.

• Did you achieve your current balance with the help of a bonus?
• Have you made sure to take the selfie in good lighting conditions?
• Could you please share with me your communication with the casino regarding the verification requirements? 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

No bonus win, early photos was bad I can acknowledge that. But I uploaded at least 40 pictures since ydsy, majority of them all info visible.Hi Tomas, i wrote to them p email, but didnt receive any answer. I chatted with them, but they only Tell me to upload again, im not blind and Ive uploaded docs approx 40 times since yesterday. Most of them visible when zooming in, the latest selfies visible without zooming. They accepted the id, and pictures of the card , I even Comp with extract from the population reg from swedish tax agencys..never have had difficulties like this to verify, and I have played for years

Latest now is that the three selfies I uploaded today was all markt as rejected despite visible info. When Chatting with them they claim the documants isnt rejected. I dont understand whats going on.

I have emailed you with some pictures. Thanks for your help, I know you are doing your best. I have mostly avoided rogue casinos online, but now I seem to have stumbled upon one..

Jag har mejlat dig med några bilder. Tack för er/din hjälp, vet att ni gör ert bästa. Har mestadels klarat mig från oseriösa casinon på nätet, nu verkar jag ändå ha råkat på ett..

It seems it Solved. Just received an email from them confirming that im verified. Did you contact them? Thank y eitherwise

Ill update you as fast as I receive my funds.

And CAG.

Dear Micke78,

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful.

Please keep me informed about any further developments.

I'll do that👍

Det ska jag göra👍

I have 24000kr in pending withdrawal now. I have been in contact with the casino and received a message that in 2 weeks it should all be paid out. So we wait

Har 24000kr i väntande uttag nu. Har varit i kontakt med casinot och fått besked om 2 veckor så borde samtliga vara utbetalda. Så vi avvaktar

Dear Micke78,

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. I'll also update the disputed amount to 24000 kr

Please keep me informed about any further developments.

I got a measly 2000kr out, the rest is still in the casino. We'll wait, holiday this week, so they'll give it to me next week, so we'll see

Fick ut ynka 2000kr, resten ligger kvar i casinot. Vi avvaktar, högtid i veckan, så ger de till nästa vecka så får vi se

They are Shady, thats for sure. Received an email confirming Im verified last week. Even made a withdrawel of a small amount. The rest of the money are still with them. Today I received another email from them Asking med to verify again. And upload a banksystemet, I do that I upload a statement with exactly the info they need ( accountowner, iban and bic) still they are rejecting. Starting to understand previous reviews. There is no other way then the document I already provided. This is silly

Dear Micke78,

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, Lucia (lucia.s@casino.guru). 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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Micke78,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

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 issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Good afternoon,

I apologize but there may have been some misunderstanding regarding the situation. This user has a gambling addiction, which he personally disclosed to us and requested that his account be blocked. All withdrawal requests were canceled by the player himself, and the funds were lost while playing slots.

After the user lost all remaining funds and successfully withdrew 2,000 SEK on 21.12.2025, he contacted customer support with a request to block his account due to gambling addiction, which we proceeded to do. Over the past month, there was a consistent pattern of withdrawal requests followed by continued slot play using those funds; therefore, unfortunately, the money was lost.

Hello Micke78,

I hope you are doing well.

Could you please confirm the exact date on which you contacted the casino to request that your account be blocked due to gambling addiction? Additionally, if you have any supporting evidence—such as screenshots, emails, or other documentation—kindly provide those as well.

Hi, since I was convinced that I would never get my winnings paid out as they constantly delayed and required verification even though I was already verified, I chose to play the money and close my account with them. In other words, I take responsibility for my actions and you can close this case, all good for future customers to read what they have to expect from Vox if they happen to open an account with them and above all happen to win…

Hej, då jag var övertygad om att jag aldrig skulle få mina vinster utbetalda då de konstant fördröjde och krävde verifiering trots att jag redan var verifierad Valde jag att spela upp pengarna och stänga mitt konto hos de. Med andra ord tar jag ansvar for mitt handlande och ni kan stänga detta ärende, samtligt bra för kommande kunder att läsa vad de har att vänta sig från Vox om de råkar öppna konto hos de och framförallt råkar vinna…

Dear Micke78,

Thank you for the updates and for cooperating throughout the process.

I fully understand your frustration and dissatisfaction with the delays. However, since all remaining funds have been played and there is no longer any unpaid balance or active withdrawal request, there is unfortunately nothing further we can pursue with the casino. For this reason, I will now have to close this complaint.

If you experience any new issues in the future or have another case you would like us to review, please feel free to submit a new complaint. We will be happy to assist.

Kind regards

Lucia