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Withdrawal delayed


Hi all,

I'm from italy and my english is not very good.

I win 1500 euro on box 24 the 30 of december 2011 and I'm still waiting.

I send my id documents 2 times and no one answer to me.

On chat the operators say that they have not received documents, after they have checked:" Oh yes sorry we have send your id documents to account manager that

had to validate them" and this for 4 times!

Today I've send my id documents again and I'm still waiting.

Few minutes ago I've found your site and I've seen thast box24 is closed!

Their site is still alive and they accept new subcriptions, how can it be?

Have I right understand that the casino is no more on business and so

I'll never had my withdrawal?

Thank you and good luck :)



Pietro

Disputed Casino Box24 Casino
Amount €1500

Discussion

User name

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

User name loyalty-level-2

Some minutes ago my withdrawal was payed, after a lot of chat and mails.

User name loyalty-level-2

Up today I'm still waiting my winnings.

Mail and chat had only one answer "we have send your inquiry to a manager you have to wait"

They told me that my id documents was approved but my withdrawal is still pendig!

Box24 Casino Complaint Stats

Resolved 21 / 25
Avg. Amount $941
Avg. Complaint Duration 8 days
Avg. Response Time 2 days

Box24 Casino Complaints

See all complaints for this casino
Stuck in a loop with my winnings

In mid-July, I received 25 Free Spins from Box 24 Casino. I play many online Casinos and I have been playing at Box 24 Casino for approximately 4 years. Box 24 Casino has informed me in the past that they only offer withdrawals of $500 and over via Bank Transfer for Canadians or one may use Bitcoin withdrawals.

I had a decent win that evening and attempted to withdraw $500 and was informed a few days later that I could only withdraw $100 and the rest would be forfeited from the $500. The problem is that the Casino only allows Canadians to withdraw $500 minimum as previously stated. So how can I withdraw the $100? I understand from the rules that one must play 25 times the spin winnings in order to play out the spin bonus which i believe I did. (Bonus rules attached) Since I couldn't withdraw I continued making deposits (9 times)and I kept on winning. I won as much as $1900 and the Casino said I could not withdraw as I had used the bonus money for those wins. I had already played that out. I was winning from my deposits. Customer Service kept on saying that I did not have an existing bonus and could withdraw those extra winnings but every time I attempted to do so accounting said something different.

I now have $1600 sitting in my account which apparently I cannot touch. I am wondering why the Casino will not confiscate the original $400, give me my $100, and allow me the rest of the winnings? Otherwise, I am stuck in a perpetual loop as I keep on making deposits and having winnings yet I cannot touch the money. Would this theoretically go on forever? I would greatly appreciate your assistance in resolving this matter as this is very frustrating.

Status unsolved Unresolved
$1,200
Having an issue with the withdrawal of $3,000
Hi, this is not my first withdraw attempt with box24 casino. Recently I won large sum of money and requested to withdraw $3,000 on September 7th.

I had used online support to ask whether there were anything that I should provide in-order to get my withdraw approved. In my first chat, the agent told me to submit documents to verify my account.

(Note: The account was already verified back in April when I tried to withdraw funds of $180 after I wagered all match bonus. This eventually fell apart due to numerous withdraw declines (more than 3 attempts and spent close to 20 days) and numerous chat with the agents. They kept asking for more information one after another even though account was verified. When I submitted the documents, they said it was good, then funds were returned with a new reason. So, I just gave up the 180.)

The agent told me that if my account was verified, it should get approved and I waited.

Checked today, September 14th, and realized funds were back into my account. So I spoke to an agent and told me I had to make a deposit within 5 days to make a withdraw. I expected this would not apply to me because I had made deposits before.

Therefore, I asked again whether making a deposit will approve withdraw. The agent said to make the deposit to get it approved.

Once I made the deposit, I asked the agent if there were any other information I should submit for approval. Also, I asked if the agent could assure the approval.

At that point, the agent completely changed the story saying it is upto the accounting department for approval. So, I felt like it was the repeat of April withdraw request and asked if I could get the accounting contact info.

The agent said if I understood English and kept telling me to deposit funds for withdraw.

I got somewhat angry and left the chat. After I made a new request for withdraw today.

I feel like this withdraw request will get rejected again with very little support.

Is it possible to get the accounting department to outline what they exactly need so I can submit all info at once for simple withdraw?

Please note, I had withdrawn from numerous online casinos (more than 10 casinos) and all they needed were Id card, bank statement, payment method, and address verification. Also, all support agents from clarified the reasons when my withdraws were rejected. Never had issues with the withdraw.

By far, withdrawing from box24 casino has been a nightmare.
Status solved Resolved
$3,000
Refusing to honor big win cashout, claiming I won playing with free bonus
I won off ancient giants machine at box24 casino. Won nearly 12 thousand bucks.
Here's a timeline of facts not my opinion as they put it.

I claimed a free bonus from chest promotion earlier that afternoon, of the day in question at APROx 3pm.
To clarify, The chest is a month long promo and all that you need to do, to claim the free chest daily is to make one depsoit of atlest $25 within the promo period and also you can claim a 2nd chest called a depsit chest on either a $25,$50,$75 deppsit(if I remember the amounts correctly), on the days you deposit. You click on chest it opens and revels a bonus of either free spins, free chip or actual cash.

I lost everything from the free daily chest Prize. So a few hours later...

I'LL list FACTS I can show evidence for ONLY from this point on.
So day in question is for the record is 19.02.2020. @ 5:21pm on day in question, my balance was $0 I decide to deposit $25 to my account via my credit card in my name. Thats verified at the casino and photos of credit card provided and accepted. After depositing and playing a few different games, I end up in the game 'ancient giants', and was lucky and I continued to get the free spin feature up a few times and .@ 8:03pm I won $11,710. 80c from my free spin feature I triggered in the game playing all lines at a cost of $1.50 per bet.

I exited the game almost immediately and go to chat ask if I had a wadger as I received a automatic 49% bonus with my deposit of $25 they said yes $150 . So I go play thought I would of cleared it so I went to chat and they come back say still had like 70 so I play about 1000 and go back, ask if it cleared wadger. Chat confirm and said yes so I made a withdrwal request of (Max allowed per week) $4000. I made 2 requests of $4000 knowing they will only process one a week and leave any subquecent requests unprocessed untill a week has passed. As for the remaining wins i played the rest over 2 or so days going up down and up then eventually lost it. Even deposited a few days later Agian and played.

After waiting 8 days, from my withdrwal request, I check my box24 account.

One withdrwal has been cancelled to $0 the other approved for $100.

When I asked, what happened to my wothdrwal =$8000, they say it was won off a free bonus.

I deposited and won 3 hours later, after playing most of that 3 hours and I only claimed my deposit bonus chest after I made my withdrwal requests.so it wasn't off my chest depsit bonus that I won off. Anyway depsoit chest winnings are no max cashout anyway as stated in chat .

I asked why I would depsoit after I won $11,710.80c off a" free bonus" and they cant show me what free bonus I supposedly recieved. I can show I deposited at 5:21pm won at 8:03pm 2 and a bit hours after I played money I deposited and won. Still I cant recieve my winnings? Only $100.because of a free bonus and I can't be shown what bonus I recieved after my depsoit and yet prior to my win that I supposed to of won of a free bonus.
How can I win off a free no deposit bonus if I deposit at 5:21pm, win at 8:03pm 🤔


ATTACHED:

1) Screenshot of IN game play showing win and bet amount and time can be seen in top corner of screen shot.

2) withdrwal requests dated

3) account deposit history and withdrwal history showing dates and times
4) screenshots of chat from 27.02.2020, the day I realised they had cancelled my wothdrwal on false grounds.
Status solved Resolved
$100