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I am filing this complaint against Vox Casino for the unfair confiscation of my legitimate winnings totaling 60,000 PLN (approx. 14,000 EUR).

The casino blocked my account and seized my funds citing a "third-party deposit" violation. The violation in question refers to a single, accidental deposit of 25 PLN (~6 EUR) made over 12 months ago from my spouse's card.

I strongly contest this decision based on the following:

Principle of Proportionality: Seizing 14,000 EUR for a 6 EUR error from over a year ago is a gross violation of fair gaming standards.

Recent Personal Funding: Within the last 3 months, I have deposited over 3,000 PLN (~700 EUR) exclusively from my own verified personal bank account. My current winnings were generated from these recent, legitimate funds.

Good Faith: I have been fully transparent with the casino, providing a photo of the card in question and a signed Affidavit of Authorization from the cardholder (my spouse).

Acquiescence: The casino accepted the 6 EUR deposit a year ago and allowed me to continue playing and depositing thousands of PLN since then. They cannot retroactively use an old, minor discrepancy to avoid paying out a significant win now.

I request the mediator's help in recovering my funds, as the casino's actions are predatory and lack any sense of proportionality.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the T&Cs, and this is what I found:

8.3. The Client may deposit funds into their gaming account from an account/system and/or bank card registered in the Client’s name. The Company does not accept funds from third parties. If the Company determines during the security check process that this condition has been violated, all winnings will be confiscated. Deposits made using payment instruments belonging to third parties are prohibited. "Third parties" in this context refer to friends, partners, relatives, or spouses. All payments must be made using a payment card, digital wallet, or other payment instrument registered in the Client’s name. If the check process reveals that the payment instrument is registered in someone else’s name, the Account will be closed and all transactions made via that payment instrument will be canceled. Consequently, all winnings will be returned to the Company, and all initial deposits will be returned to the rightful owner of the payment card or digital wallet. If it is not possible to refund the initial deposit or deposits to the rightful owner’s payment instrument, the funds will be returned by bank transfer, in which case all bank fees and commissions will be borne by the owner of the payment instrument.

Furthermore, please check our Fair Gambling Codex for Players:

Payments For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Attila

I would like to add a crucial point regarding the casino's bad faith. During the verification process, the very first thing the casino questioned was exactly this 25 PLN deposit from over a year ago. This proves that their system had flagged this card (with my spouse's maiden name) long ago. They chose to ignore it while I was depositing over 3,000 PLN of my own funds and even when they paid out 95.42 EUR to me in February 2026. They only decided to 'enforce' this rule now to avoid paying out my 14,000 EUR win. This is a clear case of selective enforcement and seeking a pretext for confiscation.

Due to the large number of files, I will attach all relevant screenshots of these conversations and bank confirmations (including the February payout) via email once it is provided, to ensure full documentation of these facts.

Dear Player,

Thank you very much for your reply. You can send all sensitive documents to my email at attila.g@casino.guru. Additionally, could you kindly clarify whether the bank account in question is a joint account or if it is solely owned by your spouse?

Thank you in advance for your response.

Dear Attila,

Thank you for your reply. Regarding the bank account, it is technically registered in my spouse's name. However, I would like to emphasize that under Polish law, we are subject to the principle of marital joint property(commonwealth of property), and this account is used for our common household needs.

Most importantly, I have official proof that my personal funds (unemployment benefits from the District Labor Office - PUP Turek) were legally transferred directly to this account in my name. This proves that the funds used for the 25 PLN deposit were my own, and I was the beneficial owner of that money.

Could you please kindly confirm that you have received all the attached documents via mail?

I am sending all the sensitive documents, including bank statements and the signed Affidavit of Authorization, to your email right now.

Dear Player,

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, Stefan (stefan.m@casino.guru). 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 Zbyszko84,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Vox Casino to join this conversation and assist in addressing the complaint.

Dear Vox Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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.