Complaint #4 Vox Casino

Withdrawal Delayed Due to Unclear Verification Process

By Shahinn

2 months ago

I submitted a withdrawal request, but the casino has delayed the payment due to an additional verification process. I have already provided all requested documents and fully cooperated with the verification procedure.

The casino keeps giving generic responses and refuses to provide a clear explanation of what is being verified or how long the process will take. My withdrawal remains suspended without a specific timeframe.

I believe this delay is unfair and I am requesting AskGamblers’ assistance in resolving this matter and ensuring that my withdrawal is processed as soon as possible.

I have attached screenshots of my communication with the casino as supporting evidence.

Disputed Casino Vox Casino

Reason Other

Amount kr10000

Discussion

AskGamblers

• Support Team

2 months ago

Dear @Shahinn,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Vox Casino

• Representative

2 months ago

Dear Customer,

Your transaction was temporarily sent for review by our internal security system. After the check was successfully completed, your withdrawal was finalized.

We apologize for the delay and appreciate your understanding.

If you are satisfied with the resolution of your issue, we would greatly appreciate it if you could update your review and leave us a high rating. Your feedback is very important to us and helps us continue improving our service.

Thank you for your patience and for choosing us. We wish you a wonderful day!

AskGamblers

• Support Team

2 months ago

Dear all,

This complaint has been reopened as per Vox Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

2 months ago

Dear Vox Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Vox Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $2,191

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Vox Casino Complaints

See all complaints for this casino

1700 EUR withdrawal delayed

On 19 August 2026, I submitted a bank transfer withdrawal request for €1,700 at Vox Casino.

My account is fully verified and the withdrawal was accepted by the casino system. However, the payment has remained pending and unpaid since 19 August 2026.

On 4 September 2026, I contacted Vox Casino live chat regarding the delay.

VIP support representative named Mark informed me that I must cancel my existing €1,700 withdrawal and submit multiple new withdrawal requests of €100 each.

I asked the casino to explain which payment provider imposes this €100 restriction, which exact clause of the Terms and Conditions establishes such a limit, and why the casino system accepted my original €1,700 withdrawal if it supposedly cannot be processed.

The casino did not identify the payment provider or provide a specific contractual clause.

The representative also confirmed that the processing period for withdrawals is calculated from the most recently submitted withdrawal request. Therefore, cancelling my original request and submitting new €100 requests would restart the waiting period

For this reason, I refused to cancel my original withdrawal.

After I refused, the representative stated that my existing withdrawal request would not be accepted for processing and would not be processed unless I followed their instructions

I repeatedly asked whether this meant that Vox Casino was formally refusing to process my existing €1,700 withdrawal unless I cancelled it. Instead of answering this question directly, the representative stated that all necessary information had already been provided.

I am not refusing to cooperate with Vox Casino. My account is verified, the original withdrawal was accepted by their system, and I am simply requesting payment of the €1,700 withdrawal submitted on 19 August 2026.

I ask AskGamblers to assist in obtaining payment of my original €1,700 withdrawal and to ask Vox Casino to explain:

why my original withdrawal cannot be processed;
what payment provider allegedly imposes the €100 restriction;
what exact term or rule supports this restriction;
why my €1,700 withdrawal was accepted on 19 August 2026 if this restriction existed;
why I am being required to cancel a valid existing withdrawal and restart the withdrawal process.

I have not cancelled my original withdrawal and I do not consent to its cancellation.

I can provide screenshots showing my verified account status, the €1,700 withdrawal dated 19 August 2026, and the full live chat conversation in which Vox Casino instructed me to cancel the withdrawal and later stated that it would otherwise not be processed.

I also want to emphasize that I did not use any bonus, promotional funds, free spins, cashback, or other bonus-related offer in connection with these funds. The disputed EUR 1,700 withdrawal concerns my real-money balance only. Therefore, there are no bonus wagering requirements or bonus terms that could justify delaying, restricting, cancelling, or splitting my withdrawal.

Resolved

€1,700

Intentional delay in payments

Hello AskGamblers Team,

I am submitting a complaint regarding Vox Casino due to a delayed withdrawal and the casino's persistent attempts to force me into accepting installment payouts.

Here are the full details and timeline of the issue:

August 8, 2026: I won 13,990 PLN playing with my own deposited funds (no bonus funds involved) and requested a total withdrawal of this amount.

August 11, 2026: My KYC account verification was successfully completed and approved.

August 12, 2026: I contacted live chat support to check on the status of my funds. The support agent informed me that processing takes a maximum of 14 days, though payments are often processed much faster.

August 13, 2026: I received an email from the casino offering/suggesting to split my withdrawal into small daily/weekly installments of 500 PLN each. I immediately rejected this proposal on live chat, stating that I insist on receiving my full payout in a single transfer rather than dozens of 500 PLN installments. The agent ignored my objection and attempted to persuade me to accept the installments. When I refused, the agent stated that in this case, I would have to wait up to 14 days from my successful KYC verification date (August 11).

Later on August 13, 2026: I submitted an official statement via email and live chat reiterating my refusal to split the payout. (I have not received any reply to my email to this day). On the live chat, however, the agent assured me that my request was acknowledged, the withdrawal would not be canceled or split into installments, and the funds would be credited according to their Terms & Conditions no later than August 25, 2026, at 14:07.

August 24, 2026: I contacted support to confirm that the transfer would be executed on schedule without delays. The agent again tried to pressure me into accepting the 500 PLN installments. After I refused once more, the agent confirmed that the absolute maximum deadline was August 25, 2026, at 14:07, and assured me there would be no delays. However, later in the same conversation, the agent changed their statement and admitted they could no longer guarantee the payment on time, advising me to contact chat again if the funds did not arrive.

August 25, 2026 (after 14:07): Since the deadline passed and no money was sent, I contacted live chat as instructed. I was simply asked to be patient and told that the case was escalated to the financial department, which could take "a few hours," after which the agent closed the chat.

Later on August 25, 2026: I contacted them again, stating that I would be filing an official complaint with AskGamblers. The support agent merely responded with an automated template reply, once again urging me to comply with the financial department's procedures (accepting the 500 PLN installment plan).

Attachments & Evidence:
I have attached a file containing screenshots of all my conversations with live chat support from the respective days, confirmation of my successful KYC verification, and transaction receipts/screenshots showing my original deposit and withdrawal requests.

It is completely clear that the casino is intentionally stalling the payment process and using high-pressure tactics to force me to accept an unreasonable payment schedule of 500 PLN per installment for a 13,990 PLN withdrawal.

I kindly request AskGamblers intervention to help me obtain my full winning payout of 13,990 PLN without forced installment division.

Thank you for your assistance.

Sincerely,
Bartosz

Resolved

zł13,990

Withdrawal of PLN 20600 delayed despite completed KYC verification

I am requesting AskGamblers' assistance regarding a delayed withdrawal from Vox Casino.

On 08 July 2026, I requested a withdrawal of PLN 20,600 by bank transfer.

After submitting the withdrawal request, Vox Casino requested KYC verification. I immediately provided all requested documents and fully cooperated throughout the verification process.

On 17 July 2026, I received confirmation that my account had been successfully verified.

Despite this, my withdrawal has remained in "Under Review / Checking Transaction" status and has still not been processed.

Since then I have contacted Live Chat many times to obtain information about my withdrawal.

During these conversations I received several different explanations:

my account had been successfully verified;

my case had been forwarded to the Finance Department;

my withdrawal had been escalated because of my VIP status;

later I was informed that KYC verification and the current checking procedure are two separate processes;

support also informed me that there is no time limit for this checking procedure;

later they stated that my account was still undergoing verification, despite previously confirming that verification had already been completed.

When I asked what exactly was being checked, why it was necessary, and when it would end, I did not receive any specific explanation or estimated completion date.

I also sent a formal email to the Finance Department requesting:

the current status of my withdrawal;

the exact reason for the delay;

the expected completion date.

I have not received any response.

The withdrawal request is still pending.

I have fully cooperated with the casino at every stage. I submitted all requested documents immediately and no additional documents have been requested since my KYC was approved.

At the moment:

Withdrawal requested: 08 July 2026

Amount: PLN 20,600

KYC successfully completed.

Withdrawal still pending.

No additional documents requested.

No estimated completion date provided.

No explanation of what is currently being reviewed.

My email to the Finance Department remains unanswered.

I respectfully request AskGamblers to contact Vox Casino and assist in resolving this matter.

I kindly ask Vox Casino to either:

process my withdrawal without further delay,

provide a clear written explanation of the exact reason why my funds continue to be withheld and when the review will be completed.

Thank you for your assistance.

Evidence attached

Withdrawal request showing:

Amount: PLN 20,600

Request date: 08 July 2026

Current status: Under Review / Checking Transaction

Screenshot confirming that my account was successfully verified (KYC completed).

Live Chat screenshots confirming that:

KYC and the current checking procedure are described as separate processes;

withdrawals are suspended during the checking procedure;

support cannot provide any completion date.

Live Chat screenshots showing contradictory information, including statements that my account was already verified and later that it was still undergoing verification.

Screenshot of my formal email sent to the Finance Department requesting an explanation and update regarding my withdrawal.