Complaint #68
Box24 Casino
Refusing to honor big win cashout, claiming I won playing with free bonus
6 years ago
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.
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.
Here some achieves for you. Is it not strange that the very information you are relying on for your false claims of me playing a bonus not my money, is right there for you to see and review but yiu can't show us.
Hi ask gamblers no this matter is not resolved. I keep getting a vague reply to my above questions and my points. They refuse to tell me what free bonus I recieved in actual fact I rememberd that the free spins I got for depositing I actually claimed/used after I submitted my withdrwal
Requests. And I also like to point out their own rules of deposit bonus amd 2ins are always cash able no max as they state in chat transcript and as this email states it was a deposit bonus and they go on further to say next time I deposit I should not take bonus to stop this happening Agian... But hang on deposit bonus or fs wins are no max cashout only free no deposit bonus are capped at 100 bucks. But again I add I claimed my bonus deposit fs after won and after my withdrwal requests, were pending so how can I have won from them and even if I did after all deposit bonus are always no max cash able from wins after wager and bonus amount if in $ is of corse removed but winnings are no max cashout. I didn't claim no free no deposit bonus which is capped at $100 Max cash out. All my bonus that day were only depsoit bonus and both were not claimed at the time of my win. I was playing my actual depsoit balance. It's been over 3 weeks now why is it so hard to follow request fro mask gamblers to submit evidence, why can't they supply ask gamblers with the very same records they are looking at amd basing this decision of stealing my winnings like this.
Working very hard to supply the records that you already have in front of you reviewing my game play and yet can't share these with me or ask gamblers. Such a pity to continue dragging out this pain you are causing me. Sure uncalled for and unessercery. I played by rules why must you not admit you made a mistake with your initial findings. Human error isn't a bad thing it's how you go about rectifying it and making things right that matters to players and is something to be admired for if the wrongs are righted.
Requests. And I also like to point out their own rules of deposit bonus amd 2ins are always cash able no max as they state in chat transcript and as this email states it was a deposit bonus and they go on further to say next time I deposit I should not take bonus to stop this happening Agian... But hang on deposit bonus or fs wins are no max cashout only free no deposit bonus are capped at 100 bucks. But again I add I claimed my bonus deposit fs after won and after my withdrwal requests, were pending so how can I have won from them and even if I did after all deposit bonus are always no max cash able from wins after wager and bonus amount if in $ is of corse removed but winnings are no max cashout. I didn't claim no free no deposit bonus which is capped at $100 Max cash out. All my bonus that day were only depsoit bonus and both were not claimed at the time of my win. I was playing my actual depsoit balance. It's been over 3 weeks now why is it so hard to follow request fro mask gamblers to submit evidence, why can't they supply ask gamblers with the very same records they are looking at amd basing this decision of stealing my winnings like this.
Working very hard to supply the records that you already have in front of you reviewing my game play and yet can't share these with me or ask gamblers. Such a pity to continue dragging out this pain you are causing me. Sure uncalled for and unessercery. I played by rules why must you not admit you made a mistake with your initial findings. Human error isn't a bad thing it's how you go about rectifying it and making things right that matters to players and is something to be admired for if the wrongs are righted.
Box24 Casino Complaint Stats
Resolved
21 / 25
Avg. Amount
$941
Avg. Complaint Duration
8 days
Avg. Response Time
2 days
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