Complaint #10 Vox Casino

Withdrawal of PLN 20600 delayed despite completed KYC verification

By Jacek D.

3 days ago

Message on forum

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.

Disputed Casino Vox Casino

Reason Delayed payment

Amount zł20600

Discussion

59 hours left for Vox Casino to respond.

jacekdomzal1993

• Poland

1 day ago

Vox Casino has informed me that, due to “technical reasons”, they are unable to process my current withdrawal of PLN 20,600 and have asked me to cancel it and submit multiple new withdrawal requests of up to PLN 800 each.

At this moment, I do not want to follow this instruction because cancelling my existing withdrawal and submitting around 26 new requests would effectively restart the withdrawal process and could significantly extend the time I have already been waiting for my money.

My current withdrawal has already been pending for a considerable amount of time, so I do not believe I should be required to cancel it because of a technical issue on the casino’s side.

I am ready to cooperate, but I would like Vox Casino to process the withdrawal that is already pending, or clearly confirm that splitting it into smaller requests will not restart or extend the withdrawal timeframe.

The disputed amount remains PLN 20,600 and I have still not received the funds.

jacekdomzal1993

• Poland

2 days ago

Thank you for the update. I confirm that the withdrawal of PLN 20,600 is still pending and I have not received the funds yet.

Please keep this complaint open until the withdrawal is fully processed and the funds are credited to my bank account. I will provide an update as soon as the situation changes.

Vox Casino

• Representative

2 days ago

Dear Customer,

AskGamblers has kindly provided us with the details we previously requested, and we are now able to proceed with your case promptly.

I am forwarding your request to our Finance and Security Departments for further review. I will get back to you with an update as soon as possible.

Thank you for your patience.

AskGamblers

• Support Team

2 days ago

Dear Vox Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind 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.