Closure of account, but approved withdrawal not received

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Please note, I had withdrawn from numerous online casinos (more than 10 casinos) and all they needed were Id card, bank statement, payment method, and address verification.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.

I would like to start by saying that the account had already received a PayOut of 1368 euros, paid correctly and without problems through Bitcoin and, at the first withdrawal request, the account had entered the random verification process, according to the terms and conditions imposed by Box24Casino.
I won in the last game session around 11.488,31 euro. They were only won by my personal cash deposit (about 140 euros deposited) with no active bonus at the time of the withdrawal request.
After the winnings, I requested a withdraw of 4,000 euros (max amount per request as per their terms and conditions).
Inexplicably, on Friday 15 May 2020, I only received around 1450 euros via Bitcoin which I don't know what they are and what they refer to, instead of the correctly requested 4,000 euros, which had to be paid.
So, I tried to log into my Box24Casino account and find the surprise: Account disabled.
No email with explanation from them. No communication.
On the afternoon of Friday 15 I had spoken to Ron on LiveChat, who had confirmed to me that the payment of 4,000 euros was under review by the end of the day.
Now, I ask them for explanations on the reasons for the ban and I ask for the payment of the entire amount that was on total balance account (11,488 euros), and finally the reactivation of the account.
I attach screenshots below to demonstrate the truthfulness of what I say.
Thanks.

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.

My Withdrawal request is approved. Pay out is still pending for 5 days now. Then i received a message from accounting that they cannot transfer the payment on my Neteller account. Then why accepting withdrwal request using Neteller then they cannot process the payment on Neteller. Now they asked me to send My Ecopayz account. Its been three days now i still not got the money for on 100$. I am only testing this casino regarding payments. I have not encounter any payments problems to other casino. I hope i was wrong. I am still waiting for the response. I am still positive to received the small amount.

I won 18 K playing online slots at Box 24 casino. I summited all my documents that were verified rather quickly but when I request a withdrawal after several days it was canceled and the money was put back in my account. I Contacted the chat and they informed me I needed to submit my banking information to the accounting team which I did. I received confirmation that my banking information was updated so I tried another withdrawal. The same issue occured my pending withdrawal was canceled and the funds were put back into my casino account. Please Help.

I have recently won some money on this casino. Trying to withdraw and get this message.

Sorry, your account balance is lower than the minimum threshold for your available payment methods.

No methods available for a withdrawal. Please contact Support for more information

There is more than enough funds. Have sent 5 emails to them and have spoken to more than 8 diffrent assistants. No one can assist me. They are very unprofessional and rude.

This issue is still not resolved and at this stage there is money in the account that cant be withdrawed

After 4 withdrawal requests each of a 5 day waiting period I have given up on this casino paying my winnings of $2500
The first request was declined due to bank vouchers not being provided. The next two times was the same reason even though the voucher and all docs were verified and this was communicated to me by support. The 4th request was declined due to random audit of accounts which mine happened to be a part of. This casino just delays and delays paying out using whatever excuse possible. No phone contact and just template designed responses to quieries and questions. The standard answer of wait another 5 business days and we will review your request again. It's a pre planned procedure to frustrate and evade paying legitimate players the entitled winnings they are owed. So dissapointed and frustrated by the lack of any service and loyalty to paying customers. It's distgusting and I've lost all trust in them