The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. After a prolonged delay and lack of communication from the casino, the player expressed frustration over the situation. Eventually, the player confirmed that the withdrawal had been credited back to his account, and subsequently, the winnings were successfully transferred to his bank account. The issue had now been marked as resolved by the Complaints Team.
Vox Casino - Player’s withdrawal has been delayed.
Amount: €400
Vox Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.2
Vox Casino has a Safety Index of 8.2, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
3 weeks ago
Translation
I was happy to find another casino that was top-notch.
but after playing for a long time I wanted to make a withdrawal of 400€.
First, it took days until normal verification was completed!
Then when it was done I wanted to withdraw the money or have it paid out.
but then everything started!
The casino supposedly made the payment, but a week later, it still hasn't arrived!
My bank would be to blame... I sorted it out with my bank, but no transfer ever arrived!
So now you're in the stupid chat every day where nobody has a clue what they're doing other than sending fake answers!!
Every day they put me off saying that the problem will be taken care of!! Nothing, absolutely nothing, happens and all because of 400€
I will and can recommend this casino without hesitation, from verification to payout!
There are far better platforms to play
This whole thing is very, very sad...!
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear Held666,
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,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
3 weeks ago
Translation
There is always a new excuse every day…
When the withdrawal was made it was said that it would take a maximum of 72 hours for the money to be in my account.
now we are at 14 days???
sorry but who are you trying to fool?
My payout is and has been approved the whole time!
So the problem here is that my money didn't go out
I have never experienced anything like this at any casino
let alone was my money always directly in my account when the casino had paid it
Not once did I have to deal with such stress every day after payment as here at VOX
Edited
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear Held666,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
3 weeks ago
Translation
Good day
Of course, nothing has happened yet!
every day just making excuses all the time.
Apparently the specialists are on the case and are looking for what is wrong.
I still don't have my money and I'm really angry about what a rip-off this is!
No one even gives me any information about the current situation?!
Furthermore, the employees simply throw me out of the chat because it is done for them and they supposedly answered my questions, which they did not do
I wanted to speak to a supervisor, but no one answered.
no responses to my questions!!!
It's really starting to become a joke and I will never recommend this casino to anyone, let alone play a single euro there again.
It's all just a joke how we've been put off and kept waiting for over a week, day after day
and there is no money either
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear Held666, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Public
Public
3 weeks ago
Translation
This is my first payout at this casino
the profit was achieved by wagering a bonus
I will send you some screenshots of the chats by email
but don't be surprised because I'm very angry and have communicated this
I wasn't even shown a confirmation that the money had been transferred!
No one has told me what the problem is, even after asking so many times!
Over and over again, everyone just kept saying I should calm down, be patient, and so on and so on...
I was told I would receive constant updates on the progress of the exam! Nothing came of it... no information, nothing.
just a postponement day after day after day
It is my money that is due to me and to all shame what they have in their terms and conditions
simply violated everything and did nothing
I asked them to cancel the transfer and send my money again
Nobody responded to this or they just said it is not that easy
I just want the €400 that I am entitled to and then this casino is finished for me!!!!
absolutely not recommended to anyone
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
Translation
My money was credited back to my player account yesterday, June 16th!
I don't know why or how... because of course there was no information about it!
I went into the chat to ask, but again no one could explain it...
I have a firm commitment that my money will be in my bank account within 3 days of the debit!
I made a withdrawal immediately and now we wait
Edited
Automatic translation:
Public
Public
2 weeks ago
Translation
Today after another payout 18.06.2025 my money has finally arrived
Nevertheless, these things should not happen here in the future because they will lose many customers
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear Held666,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
www.kpvfaw.com
