Vox Casino - Ο λογαριασμός του παίκτη κλείνει με κατασχεμένα χρήματα.

My VoxCasino account was permanently closed and approximately PLN 17,000 was confiscated after I requested a withdrawal.

VoxCasino informed me that I allegedly violated section 11.1.2 of their Terms and Conditions, specifically referring to "game manipulation related to the accumulation of items."

However, I have not been provided with the underlying evidence, detailed game logs, specific affected rounds, or an explanation showing how the casino calculated the amount it decided to confiscate.

The gameplay in question took place through the normal casino interface. I did not modify any software, use bots or external software, interfere with the casino’s systems, or gain unauthorized access to anything.

The casino software accepted my wagers and subsequently displayed the resulting funds as real-money balance available for withdrawal.

My own cash deposits were also involved, including approximately PLN 1,200 deposited from my own funds.

I would therefore like Casino Guru to independently review the case and ask VoxCasino to provide the relevant game logs and supporting evidence.

In particular, I would like clarification regarding:

What exact gameplay or individual rounds constituted the alleged violation of section 11.1.2.

Whether the game provider confirmed any technical malfunction, manipulation or prohibited gameplay.

How VoxCasino calculated the amount considered to originate from the alleged violation.

Why the entire approximately PLN 17,000 balance was confiscated.

Whether my genuine cash deposits were also confiscated and, if so, the contractual basis for doing so.

I can provide the communication in which VoxCasino confirms the permanent account closure and cites section 11.1.2.

I am asking Casino Guru to independently review the evidence provided by VoxCasino and determine whether the confiscation of the entire balance was justified under the applicable Terms and Conditions.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good morning,

thank you for taking care of my case.

As for the games, I honestly can't provide an exact list. I don't regularly use online casinos and I'm not a slots expert, so I didn't remember the names of the individual games. The only game I can confirm the name of is Golden Brew by Endorphina. I have a screenshot of it after I won because I took it to show off to my friends. VoxCasino should have my full gameplay history.

Before losing access to my account, I also passed the required verification and provided the casino with the required data/documents.

Regarding the bonus, I had an active bonus during some of the gameplay. Afterward, the bonus was canceled, I also deposited my own funds and continued playing with real money. The funds I later attempted to withdraw were displayed by VoxCasino as my normal real balance, available for withdrawal.

After requesting a withdrawal, my account was suspended and then closed. VoxCasino informed me that the funds would not be refunded, citing section 11.1.2 of the terms and conditions and "game manipulation related to item hoarding."

I would like VoxCasino to provide you with the gameplay history and evidence that supported this decision, and explain why my entire balance, including my own deposited funds, was confiscated.

Thank you for helping me clarify the matter.

Regards

Dzień dobry,

dziękuję za zajęcie się moją sprawą.

Jeśli chodzi o gry, szczerze mówiąc nie jestem w stanie podać dokładnej listy. Nie korzystam regularnie z kasyn internetowych i nie jestem znawcą automatów, dlatego nie zapamiętywałem nazw poszczególnych gier. Jedyną grą, której nazwę mogę potwierdzić, jest Golden Brew od Endorphina. Mam z niej zrzut ekranu po wygranej, ponieważ zrobiłem go wtedy, żeby pochwalić się znajomym. Pełną historię mojej rozgrywki powinno posiadać VoxCasino.

Przed utratą dostępu do konta przeszedłem również wymaganą weryfikację i przekazałem kasynu wymagane dane/dokumenty.

Jeśli chodzi o bonus, podczas części rozgrywki miałem aktywny bonus. Następnie bonus został anulowany, wpłaciłem również własne środki i kontynuowałem grę za prawdziwe pieniądze. Środki, które później próbowałem wypłacić, były wyświetlane przez VoxCasino jako normalne saldo realne dostępne do wypłaty.

Po zleceniu wypłaty moje konto zostało zawieszone, a następnie zamknięte. VoxCasino poinformowało mnie, że środki nie zostaną zwrócone, powołując się na punkt 11.1.2 regulaminu i „manipulacje w grze związane z gromadzeniem przedmiotów".

Chciałbym, aby VoxCasino przedstawiło Państwu historię rozgrywki oraz dowody, na podstawie których podjęło tę decyzję, a także wyjaśniło, dlaczego skonfiskowano całe saldo, w tym moje własne wpłacone środki.

Dziękuję za pomoc w wyjaśnieniu sprawy.

Pozdrawiam

Hello Belu3,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Martina ([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

Dear Belu3,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Vox Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Good afternoon,

The user's account was blocked due to fraudulent activity in a specific game, namely the Golden Brew slot. I can provide evidence if necessary.

Dear Vox Casino Team,

Can you please send the supporting evidence to my email address? ([email protected])

Thank you very much in advance