Withheld 4000 EUR for 4 months

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Vox Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Dear Vox Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statements. Please send the required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Good afternoon,

I would like to clarify this situation.

At the end of April, it was discovered that several games from the Amatic provider were malfunctioning and operating incorrectly. Specifically, the games were triggering a super bonus feature with unusually high winnings approximately every third spin. This behavior was clearly inconsistent with the intended mechanics of these games, as described in their informational game rules.

Several users, including Ms. Zana, noticed this malfunction but did not report it to customer support. The provider itself later informed us about the issue, after which a decision was made to remove winnings obtained from these games during the affected period, since such winnings could not be considered fair or legitimate.

At the same time, since this situation was treated as exploitation of a technical malfunction, users were not blocked, and only the winnings obtained specifically from the affected games were deducted.

The current balance on the account is 320 euros, which represents cashback received through the loyalty program, and these funds can be withdrawn without any restrictions. The remaining amount, namely 4000 euros in this case, was temporarily held during the investigation and later deducted accordingly.

This was not an unlawful confiscation, but a fair adjustment based on the confirmed technical malfunction.

Thank you for the information.
We are reviewing all the details of the case.