Vox Casino - Печалбите на играча се забавят след проверка на акаунта.

I won 2 x 2000= 4000€ on 22.04.2026 at Vox Casino. My account is fully verified.

For over 20 days they keep saying "financial department is reviewing" but I have not received payment. My balance of 4000.04€ is still in the account.

Important: Vox Casino states on Casino.guru that they "Don't accept players from Sweden" and are "Not licensed in Sweden", but they allowed me to register and deposit from Sweden anyway.

I have contacted them multiple times and posted on Trustpilot. No payment yet.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm truly sorry to hear about your issue with Vox Casino. However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize that we investigate further and help only those players whose funds (or winnings) have been confiscated due to being from a restricted country.

Could you please advise how much currently is your withdrawable balance?

Have you made any successful withdrawals in this casino before?

Thank you very much in advance for your reply.

Best regards,

Attila

> On May 11, 2026, VoxCasino replied on Trustpilot that my verification was completed and withdrawal should be processed successfully. On May 18, they marked it as Success but processed it as 'Administrative fee' and I receive

Dear player, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you for your patience and assistance .

Best regards,

Attila

Hello Attila,

Thank you for your help. This case is about VoxCasino.

My history with VoxCasino - all withdrawals by bank transfer:

1. First withdrawal - €3000 profit: I requested a bank transfer on 02-02-2026. I only received the money on 04-03-2026, after more than 1 month of delays, excuses, and after posting complaints on Trustpilot.

2. Second withdrawal - €1000: I requested a bank transfer in March 2026. Again, it took about 3 weeks, and I only received it after fighting and posting more complaints online.

3. Current withdrawal - 2 x €2000: I requested these bank transfers on 22-04-2026. They are still stuck in Processing and VoxCasino is using even lower tactics to delay and avoid paying.

Current situation:

I cannot access my VoxCasino profile anymore since I asked you for help and started sending this evidence. I believe my access was blocked.

I am sending you all the proof I have managed to collect. You can also verify my case by visiting my Trustpilot profile, where I have posted my complaints one after another because at that time I did not know about Casino Guru and could not ask for your help.

I truly believe in your help and I am relying on you.

Thank you very much.

Respectfully,

[Redacted]

URGENT UPDATE:

VoxCasino marked my withdrawals as "Success":

- 4000.03€ on 18.05.2026

- 320.00€ on 22.05.2026

But I have NOT received any money in my bank account.

I have checked my bank statements and there are no incoming transfers.

They are showing fake "Success" status to close the complaint.

Please contact them and verify if they actually sent the transfer.

I have attached screenshots of the withdraw

Important correction: I did NOT request the 320€ withdrawal on 22.05.2026.

I was not aware of this withdrawal.

VoxCasino created it themselves without my consent.

I do NOT know where these 320€ came from or how VoxCasino created this withdrawal. 

I did not request it and I was not aware of it.

As you can see in the screenshot I attached, the 320.01€ is still visible in my 

account balance under "Main balance". 

At the same time, VoxCasino marked the 320€ withdrawal as "Success" on 22.05.2026. 

This proves they did not actually send the money.

Please verify with them how they can mark a withdrawal as "Success" 

while the funds are still in my account.

This is how a real withdrawal looks in my history. Withdraw funds via Bank Transfer. The 4000€ and 320€ withdrawals do not use this method and the money was not received.

Message for Casino Guru:

Hello,

I want to clarify my complaint. I am only requesting the 4000€ withdrawal that I made and that shows as Success in my account, but the money has never arrived in my bank account.

Regarding the 320€, I did not request this withdrawal and I have not received it, and I don't know where it comes from. VoxCasino has made this transaction without my knowledge. I have already informed Attila about this fact.

After three days since you have my case, VoxCasino is still showing the same attitude.

Please ask the casino to provide the UTR/proof of payment for the 4000€ withdrawal. Until I receive the money, the issue is not resolved.

With respect,

[Redacted]

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello 1999zana,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Vox Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello Lucia,

Thank you for taking over my case. 

I have already submitted all the evidence I have regarding this issue with Vox Casino. It is clear that this is a fraudulent situation, and I believe the proof I provided shows that.

I hope this can be resolved as soon as possible, as the situation is causing a lot of stress and affecting my mental health.

Thank you again for your help

Mhv Zana Rrokaj

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear 1999zana,

I understand that waiting for updates and responses during the complaint process can be frustrating, especially when the matter involves delayed payments or unresolved account issues.

I would like to clarify that the timers displayed on the Casino Guru complaint page are not intended to force casinos to take action or to guarantee that payments will be processed within a specific timeframe. Their purpose is to keep the complaint process fair and organized for all involved parties by ensuring that both the player and the casino are given the same amount of time to respond to inquiries and provide relevant information.

Since Casino Guru is neither a legal authority nor a gambling regulator, we do not have the power to force casinos to make payments or take specific actions. Our role is to act as an independent mediator, help maintain communication between both sides, and keep the process moving forward so that the case does not become stagnant.

The timers mainly serve as a transparent framework that helps structure the communication process, ensures fairness, and allows both parties reasonable time to react and address any outstanding issues that may need clarification or resolution.

Please also understand that if we significantly shorten the response timers for the casino, this could ultimately force us to close the complaint as unresolved due to lack of communication from the casino’s side. In some cases, this may reduce the chances of reaching a successful resolution and could potentially affect the possibility of you receiving your funds.

I understand that the waiting periods may feel lengthy at times, but please keep in mind that these timelines are designed to maintain a fair resolution process for everyone involved.

Thank you for your patience and understanding.

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.

Subject: Request for Proof - Case 210541

VoxCasino accused me of "malfunction in the game" and "fraudulent behavior". 

I demand immediate proof for these claims:

1. *Full game log* from 22.04.2026, time of 4000€ win. Every spin/round must be visible.

2. *Technical report* from the game provider confirming "malfunction". Provider name + Game ID + Session ID.

3. *Concrete proof* of what "fraudulent behavior" means. Which rule from T&C did I break? Exact paragraph.

Without these documents, the accusation is defamation and public slander that damages my reputation.

I have approved KYC, 320€ still in balance as proof my account is not blocked, and date of win.

Do not close this case without these documents. Words do not pay debts.

*Zana Rrokaj*

To Lucia/,to VoxCasino,

Even if those gentlemen told the truth about the "drone"/malfunction, they should not have informed players,during the game.

1. I am not your employee.I am a player. It is not my job to check your server, code, or technical errors. My job was to play honestly with my own money.

2. You stole from me + you mocked me.You stole 4000€ from me. The victim does not become guilty.

3. If there was a technical problem, it was your responsibility.You should have stopped the game immediately for everyone. Not let me spend my own money and then say "there was a problem". This is called fraud.

4. You call it "malfunction", but I am not a machine. I am a human who lost money earned with sweat and pain. Respect this.

I demand the return of 4000€ + written proof of the "drone" you claim. Without proof, this is a lie.

Zana

Subject: URGENT - VoxCasino admitted Administrative Fee fraud + bait balance

To Lucia / Casino Guru,

VoxCasino charged an Administrative Fee on 320€ one week ago. At the same time, they left the 320€ visible in my balance as bait. 

Today they finally allowed me to make the withdrawal today, which I did only as proof. 

Screenshots attached:

1. Balance showing 320.01€ still in account 

2. Transaction history: Marked as "Prize" 320€ but "Payment Method: Administrative fee" - they charged a fee on my stolen money

Their plan was clear: keep the money visible so I gamble it and they close the case. When I exposed them, they approved withdrawal.

I demand written technical proof from Amatic + VoxCasino for the "defect". Without proof, the 3680€ is still mine. 

They committed fraud and then charged an administrative fee on the fraud. This is double theft.

Dear Vox Casino Team,

Thank you for providing a detailed explanation of the situation.

To help us assess the case fairly and better understand the basis for the adjustment made to the player's balance, could you please provide any supporting documentation or evidence related to the reported technical malfunction?

In particular, we would appreciate any information from the game provider confirming the issue, details regarding the affected games and timeframe, as well as any documentation showing how the amount deducted from the player's balance was calculated.

Additionally, please provide more detailed information regarding how you determined that the player deliberately exploited the technical malfunction for their own benefit. Any evidence or analysis supporting this conclusion would be greatly appreciated.

Please send any available supporting documents and evidence to me at [email protected].

This information will help us review the matter more thoroughly and explain the situation with greater clarity.

Thank you for your cooperation. We look forward to your response.

Critical proof .06.2026 - 320.00 € - Success - Withdrawal funds + `CRITICAL PROOF - 3 Success withdrawals including 2x Administrative Fee`

Dear Lucia, my account shows 3 successful withdrawals: 4000€ Prize on 18.05, then 320€ Prize+Admin fee on 22.05, then 320€ Withdrawal+Admin fee on 05.06. This contradicts VoxCasino's claim of technical defect.

Dear Lucia,

Small update for transparency:

The 320€ withdrawal from 05.06.2026 has now arrived in my bank account from VoxCasino.

Therefore, my remaining disputed amount is: 3680€

I felt it was only correct to inform you immediately, as I hide nothing.

Thank you for your support.

Best regards

Zana Rrokaj

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Lucia,

Don't you think you have given liars too much time to respond, and even that much time??

Now it is clear that they are delaying time because they are simply scamming. Now is the time for a strict measure that you can take since you are here for this reason - To establish JUSTICE!!!

WITH RESPECT

[Redacted]

Dear Lucia,

Don't you think you've given liars too much time to respond, and even that much time??

Now it is obvious that they are stalling because they are simply lying. Now it is time for a strict action that you can take since that is what you are here for - To deliver JUSTICE!!!

WITH RESPECT

[Redacted]

Dear Lucia,

Don't you think you have given liars too much time to respond, and even that much time??

Now it is clear that they are delaying time because they are simply scamming. Now is the time for a strict measure that you can take since you are here for this reason - To establish JUSTICE!!!

WITH RESPECT

[Redacted]

Kära Lucia,

Tycker du inte att ni har gett lögnare för mycket tid att svara, och till och med så mycket tid??

Nu är det uppenbart att de drar ut på tiden eftersom de helt enkelt lurar. Nu är det dags för en strikt åtgärd som ni kan vidta eftersom ni är här av den anledningen - Att skipa RÄTTVISA!!!

MED RESPEKT

[Redacted]

Dear 1999zana,

I understand that waiting for updates and responses during the complaint process can be frustrating, especially when the matter involves delayed payments or unresolved account issues.

I would like to clarify that the timers displayed on the Casino Guru complaint page are not intended to force casinos to take action or to guarantee that payments will be processed within a specific timeframe. Their purpose is to keep the complaint process fair and organized for all involved parties by ensuring that both the player and the casino are given the same amount of time to respond to inquiries and provide relevant information.

Since Casino Guru is neither a legal authority nor a gambling regulator, we do not have the power to force casinos to make payments or take specific actions. Our role is to act as an independent mediator, help maintain communication between both sides, and keep the process moving forward so that the case does not become stagnant.

The timers mainly serve as a transparent framework that helps structure the communication process, ensures fairness, and allows both parties reasonable time to react and address any outstanding issues that may need clarification or resolution.

Please also understand that if we significantly shorten the response timers for the casino, this could ultimately force us to close the complaint as unresolved due to lack of communication from the casino’s side. In some cases, this may reduce the chances of reaching a successful resolution and could potentially affect the possibility of you receiving your funds.

I understand that the waiting periods may feel lengthy at times, but please keep in mind that these timelines are designed to maintain a fair resolution process for everyone involved.

Thank you for your patience and understanding.

Hi Lucia

It is very difficult, the coldness with which you reply. I thought there could still be people in this world.

At first I believed Vox Casino and I placed my money and my trust. Then I believed in you to bring justice and to help me with this injustice that Vox is committing. But apparently you are from the same world and you have no other way of communicating except that cold and bitter way.

If you really wanted to understand and help - as you declare - you would give something concrete with results. You would not keep people hanging for entire months until they have no appetite for anything and 0 energy left to fight and to hope.

I do not understand how much time the casino in question needs in words to do the right thing and transfer the money to my bank, when to steal them from me it took only a few seconds.

With all the facts I have sent you, there is no room for any concession towards them because it is clearly obvious that they are absolutely irregular and incorrect in payments. The justifications they use, they don’t even believe themselves. First they say the game had a defect and yet they still call the theft they took from me an "Administrative fee".

I do not like the way you use a slightly <<threatening>> tone when you say the case will be released as "unresolved", etc. This case, apparently, keeps dragging on because injustice is being protected.

Even though I am not as awake as you casino people, I still understand that there is no integrity here, and it makes me extremely sad because I trusted you with my eyes closed. At the beginning when Attila had the case he really behaved very well. Thank you, Attila. Later along the way something broke and I rightly thought that VoxCasino is paying to torture a person like me who played and was lucky, but black whales are insatiable.

Do as God has enlightened you. I simply in this life got to know and experience the existence of this low business and those who run it as well.

[Redacted]

Dear 1999zana,

Thank you for sharing your feelings openly. I can see how frustrating and exhausting this situation has been for you, especially given the amount of time that has passed and the importance of the funds involved.

I would like to clarify one point, as I believe there may have been a misunderstanding. When I mentioned that the complaint could eventually be closed as unresolved, it was not intended as a threat. I was simply explaining the possible outcome if the casino continues not to respond or fails to provide the information necessary for us to continue our investigation.

Please understand that Casino Guru does not have the authority to force a casino to make a payment or change its decision. Our role is to act as an independent mediator, facilitate communication between both parties, review the available evidence, and advocate for a fair resolution whenever possible.

I understand that from your perspective the facts may appear clear and that the casino's explanations seem contradictory. However, in order for us to properly assess the situation and present a well-founded position, we need to have access to all relevant information from both sides. Without the casino's cooperation, our ability to move the case forward becomes very limited.

I want to assure you that I am not against you, nor am I trying to protect the casino. My goal is the same as it has been from the beginning, to understand what happened and help bring the matter to a fair conclusion. I appreciate that the process has taken much longer than anyone would like, and I understand why that has affected your confidence and patience.

For now, I will continue trying to obtain the information we need from the casino. As soon as I receive any update, I will share it with you immediately.

Thank you for your patience and understanding.

Dear 1999zana,

Unfortunately, the casino has stopped responding to our inquiries. Despite being given multiple opportunities to clarify the matter, they have failed to provide any substantial evidence or detailed information regarding the alleged technical malfunction of the games in question.

Furthermore, while the casino has claimed that you deliberately exploited the supposed malfunction for your own benefit, they have not provided sufficient evidence to support this allegation or to demonstrate how such exploitation allegedly occurred.

As a result, we are unable to properly assess the casino's position or verify the validity of their actions. Due to the lack of cooperation from the casino and the absence of supporting evidence, we have no choice but to close this complaint as unresolved.

I understand that this is not the outcome you were hoping for, and I am genuinely sorry that we were unable to bring this case to a satisfactory conclusion. Please note that unresolved complaints negatively affect a casino's rating on Casino Guru and remain visible to other players reviewing the casino's reputation.

Should the casino decide to provide the requested evidence or resume communication in the future, we will gladly reopen the complaint and continue our investigation. You will be notified immediately if this happens.

In the meantime, I recommend reaching out to the Curaçao Gaming Authority (https://www.cga.cw/) and submitting a complaint to them. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at [email protected]

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S

We’ve reopened this complaint at the request of Vox Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Vox Casino, we kindly ask if you could provide clarification regarding this matter. Thank you for your cooperation.

Good afternoon, Lucia

Can you provide your Teams account where I can send you details about this case?

Dear Vox Casino,

I have sent my contact information to you via email. Please check your inbox.

To VoxCasino:

It seems my case with you became your favorite toy. You closed it, realized how much you missed it, and now you’re back to play the Waiting Game again.

Seriously now:

I have submitted many original facts. Many. There is nothing left to add.

If you came back again with empty excuses, I will not accept any of them.

The only thing that brings me peace and justice is for you to pay me what you owe, and then go, with God’s blessing. 🙏

Zana Rrokaj!

Dear Vox Casino Team,

Could you please confirm whether you have received my email containing my contact information? To date, I have not received any communication from your side, so I just want to make sure that my message reached you successfully.

Alternatively, you can contact me directly at [email protected].

Thank you in advance for your confirmation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon, I sent you information on teams

Hello,

I want to clarify that

They also did NOT answer properly on Trustpilot. They asked me for ID and email again, even though I have already sent all my proofs 5 times- screenshots, dates, amounts, chat logs and transaction IDs.

For 4 months they keep saying "wait" and "we want to help" but they give ZERO payment and ZERO real documents.

Please do not close my case. Vox Casino is ignoring me on purpose.

Thank you,

[Redacted]

Dear Vox Casino Team,

I have responded to you on Teams.

Dear 1999zana,

Thank you for your patience. We are currently reviewing the information provided by the casino and have asked them for additional clarification and supporting details regarding the matter.

Once we receive their response and complete our review, we will update you on the next steps in the complaint resolution process.

Good afternoon,

I will send you all the necessary files today.

Hello,

This is now the 4th month I've been waiting for the payment. Month 5 starts on the 22nd.

I have sent all the documents and have been patient enough.

Vox Casino is just stalling for time.

I ask you to close this case and pay out €4,000 as soon as possible.

Thanks

[Redacted]

Hej,

Detta är nu den 4:e månaden jag väntar på utbetalningen. Den 22:a börjar månad 5.

Jag har skickat alla dokument och har haft tillräckligt med tålamod.

Vox Casino drar bara ut på tiden.

Jag ber er att avsluta detta ärende och betala ut 4000€ så snart som möjligt.

Tack

[Redacted]

VoxCasino fortsätter bara att luraThe payment shows as 'Administrative fee' and 'ADMIN_OUT_MANUAL'.

I have not received 4000€ in my bank account. This is not a real withdrawal.

Dear Vox Casino Representative,

I wanted to follow up regarding the additional information I requested, as I have not yet received any files from you. Could you please let me know if the files were sent and, if so, where I might find them? Thank you for your assistance.

Good afternoon! I sent you messages

Hi Lucia,

I am curious to know:

Have you again given VoxCasino about 7 more days for their next lies?

Have you checked this time to see if what they say is true?

I need to know about that too.

It's humiliating for all of us, their mockery and lies. It seems like they themselves have no problem with having their reputation tarnished so much.

Thank you for your help.

Hej Lucia,

Jag är nyfiken på att veta:  

Har ni återigen gett VoxCasino cirka 7 dagar till för deras nästa lögner?  

Har ni den här gången kontrollerat om det de säger stämmer?  

Jag måste också få veta om det. 

Det är förödmjukande för oss alla, deras hån och lögner. Det verkar som att de själva inte har något problem med att de har sänkt sitt rykte så mycket.

Tack för din hjälp

Subject�Pays Others But Delays Me 4 Months - Proof Attached`

Hello Casino Guru Team and Vox Casino,

This is unacceptable.

For 4 months Vox Casino owes me €4,000. For 2 months this complaint is open.

Now Guru is "waiting to reply" for 4 more days while Vox keeps lying.

ATTACHED PROOF: Vox DID pay another player kr10,000 after AskGamblers complaint.

Status: RESOLVED. Screenshot from 1 week ago.

So Vox CAN pay. They just CHOOSE not to pay me.

If Guru cannot make a decision, please CLOSE this as UNRESOLVED.

I will then take legal action and warn every player on every forum.

Stop protecting casinos that steal from players.ATTACHED PROOF: Vox DID pay another player via AskGamblers.

Hello 1999zana,

We would like to update you that due to Lucia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Lucia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Lucia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hej Lucia and Casino Guru Team,

Update: In Vox Casino live chat they now tell me there is an "Amatic error".

This is not true.

I played: Sevens Joy, Jester Bags, Master Joker. Screenshot attached.

These are NOT Amatic games.

My withdrawal 4000.03 EUR is "COMPLETED - ADMIN_OUT_MANUAL" TXN: 59122306

So Vox already approved it.

Please ask Vox for real proof about "Amatic".

I think they are lying to delay payment.

Thank you for your help.

Zana

Hello Casino Guru Team,

I have a question about my complaint ID:210541.

The message says "Lucia is currently out of office".

Can you please tell me when Lucia will be back?

If Lucia is not available, can another person take over my case?

I have been waiting too long for 4000.03 EUR and I need someone to handle this now.

Thank you.

Best regards,

Hello Casino Guru Team,

I have a question about my complaint ID:210541.

The message says "Lucia is currently out of office".

Can you please tell me when Lucia will be back?

If Lucia is not available, can another person take over my case?

I have been waiting too long for 4000.03 EUR and I need someone to handle this now.

Thank you.

Best regards,

Subject: Escalation needed - Complaint ID 210541

Hello Casino Guru Team,

It has been 3 weeks... Waiting for "Lucia" for this long is not acceptable...

Subject: Escalation needed - Complaint ID 210541

Hello Casino Guru Team,

It has been 3 weeks since my complaint was opened and the status is still "Waiting for Casino Guru".

4000.03 EUR has been delayed for 4 months at Vox Casino.

Please escalate this case to a senior agent. Waiting for "Lucia" for this long is not acceptable for such a large amount.

Thank you,

Hello 1999zana,

We would like to update you that due to Lucia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Lucia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Lucia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Lucia / Casino Guru Team,

With respect and patience, I have been waiting for you for a very long time.

Unfortunately, I see no final result from your side. The evidence is clear and numerous that VoxCasino has committed violations and is delaying the payment of €4,000 since 2026-04-22.

Since the case is dragging on, I have now filed an official complaint with the MGA - Malta Gaming Authority, as VoxCasino is licensed by them.

Please let me know if you have any concrete updates before the MGA begins its investigation.

Thank you for your understanding.

Kind regards,

Hej Lucia / Casino Guru Team,

Med respekt och tålamod har jag väntat på er under mycket lång tid.

Tyvärr ser jag inget slutresultat från er sida. Bevisen är tydliga och många att VoxCasino har gjort överträdelser och fördröjer utbetalningen på 4 000 € sedan 2026-04-22.

Eftersom ärendet drar ut på tiden har jag nu lämnat in ett officiellt klagomål till MGA - Malta Gaming Authority, eftersom VoxCasino har licens hos dem.

Vänligen meddela mig om ni har någon konkret uppdatering innan MGA påbörjar sin utredning.

Tack för er förståelse.

Vänliga hälsningar,

Dear 1999zana,

First of all, I would like to thank you for your patience during my absence and sincerely apologize for the prolonged complaint resolution process. I am very sorry that you had to wait for an update.

Now that I am back, I would like to inform you that during this time we received the requested information and supporting documentation from Vox Casino. After carefully reviewing the provided evidence and conducting an additional investigation, we were able to obtain further clarification regarding what happened.

There was a publicly reported technical/security incident involving the servers hosting games from Amatic Industries on April 17–18, 2026. The issue affected several Amatic games and resulted in the affected games awarding winnings considerably more frequently than their intended mechanics allowed.

According to the information provided by Vox Casino, Lucky Joker 10 was one of the affected games, and your gameplay took place during the period in which the malfunction occurred. The casino reviewed the relevant game rounds after receiving information regarding the issue from the game provider.

The casino further explained that your net profit from this particular game during April amounted to approximately €5,289. However, they did not confiscate the entire amount. Instead, they deducted €4,000, which according to their records corresponds specifically to the game rounds played after the malfunction had begun.

The casino also clarified that the €320 credited to your account was a cashback bonus and was not related to the winnings generated from the affected game rounds.

Based on the evidence available to us, we have no reasonable grounds to conclude that this deduction was unrelated to the documented malfunction. The timing of your gameplay, the affected game, and the information received from the casino and provider correspond with the wider technical incident that was reported at the time.

We also took into consideration that the casino did not permanently block your account or confiscate your entire balance on the grounds of deliberately exploiting the malfunction. According to the casino, they acknowledged that it could not be established with certainty that you were intentionally taking advantage of the issue and therefore limited their action to removing the winnings they determined had been generated as a result of the malfunction.

Unfortunately, winnings generated due to a technical malfunction cannot generally be considered legitimate winnings when the game was not operating according to its intended mathematical mechanics.

Considering all the information and evidence available to us, we have no sufficient grounds to doubt the casino's explanation or consider the €4,000 deduction unjustified.

For this reason, we have decided to reject your complaint.

I understand that this is not the outcome you were hoping for, and I appreciate your patience throughout the investigation. However, based on the evidence we have received and the independently reported technical issue affecting the game during the relevant period, we believe the casino's actions in this particular case were justified.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Lucia S,

Casino Guru