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Hello,

I would like to ask for your help regarding my withdrawal issue with Vox Casino.

I have previously withdrawn around 4,000 PLN from this casino without any problems. I have never used bonuses and none of my winnings were obtained from bonus funds.

This time I requested a withdrawal of 17,000 PLN. After a long waiting period, support instructed me to cancel the withdrawal and split it into smaller requests of 500 PLN each. I followed all instructions and on May 25th I submitted 7 withdrawal requests of 500 PLN each (3,500 PLN in total).

As of today, I have not received a single payment. Support keeps telling me that the withdrawals are active, waiting in the queue, and that I need to be patient. I can still cancel all of the withdrawals, which suggests that they have not yet been processed or sent.

I have no verification issues, no KYC problems, no bonus-related issues, and I have never been accused of violating any terms and conditions. The original withdrawal deadline was not met, and now I have been informed that even the deadline for these smaller withdrawals may not be met either.

At this point my account balance is approximately 25,000 PLN. I am becoming increasingly concerned because I have fully cooperated with the casino, followed every instruction given by support, and yet I still have not received even the first withdrawal.

I also have numerous screenshots of my conversations with support, including messages confirming the withdrawal deadlines, the request to cancel the original withdrawal, and the instruction to split it into smaller amounts.

I am an honest player and simply want to receive my funds. I would appreciate CasinoGuru’s assistance in clarifying this situation and helping me determine when my withdrawals will actually be processed.

Thank you.

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Hello

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Attila

Hello,

Thank you for your response.

I understand your standard policy regarding the 14-day waiting period. However, I would like to provide some additional information about my case.

I initially requested a withdrawal of PLN 17,000, but after a long delay I was instructed by the casino support team to cancel it and split the amount into smaller withdrawal requests of PLN 500 each. I followed their instructions and submitted 7 withdrawal requests on 25 May.

Since then, I have not received a single payment.

More importantly, the casino has now informed me that my account is under a manual financial review and that all withdrawals have been suspended until this review is completed. They are unable to provide any timeframe for the completion of this process.

My account has already been verified in the past, I have previously withdrawn funds successfully, I have never used bonuses, and I have not been accused of violating any rules.

I wanted to provide this update because the issue is no longer only a delayed withdrawal. The casino has officially confirmed that my account and transactions are being reviewed and that my withdrawals are currently on hold.

I will continue to wait and will provide any further updates if necessary.

Thank you for your time and assistance.

Dear Player,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue along with screenshots of your pending withdrawals? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear Kowalienko,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru