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,
or
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.
