Complaint #32 Box24 Casino

Stalling withdrawal

By Dring1979

8 years ago

Hello,
I have been playing at box24 for quite sometime, enjoy the games they have. I have never made a withdrawal until last week. I won a good amount of money. I sent in all my papers for verification. All was approved. Chose wire transfer and entered all my info. Was told by live support everything looked good. After 3 days pending my transaction was canceled. First was told i needed to make a deposit in order to withdrawal. Then i was told I needed to send my banking info via email to there accounting team. So I did this and re submitted my withdrawal. Asked live support again and was told everything was good. Over 48hrs later my withdrawal was canceled again. Asked why and was told I needed to submit my banking info to accounting. I told him that I did that already a few days ago. Told to resend it. I resent it, told to withdraw again.. Asked if the pending period of 72hrs could be waved since it already had been 6 days. Was told that is not possible. During this I asked several times for a phone number to speak with someone, was given a number twice by 2 different chat support agents. The number given is not assigned to anything. Asked them to call me and they would ignore me from then on. Tried email but no response. Will see in 3 days if I get my money.

Disputed Casino Box24 Casino

Reason Delayed payment

Amount $15000

Discussion

AskGamblers

• Support Team

8 years ago

Dear @Dring1979,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Box24 Casino

• Representative

8 years ago

Hello,

We are happy to let you know that your withdrawal request for the amount of CAD 4000 has been approved today and should reach you as soon as possible.

Thank you for your patience and understanding in this matter and we rest at your full disposal should you need help with anything else.

Kind regards,
The Box24 Casino Team

Box24 Casino

• Representative

8 years ago

Hello,

Please note that we looked into it and found that indeed, your last request could not be approved due to the Verification Process. As mentioned on our Banking page, Security and Management reserve the right to choose Accounts with pending payouts randomly for an additional verification process.

The process includes but is not limited to a review and authentication of the paperwork that has been received; verification that Account information matches the documents on file; and a thorough review of the Game sessions. The reason for this extra verification is always ensuring the safety of your account and the security of our system, as we spare no effort in continuously making sure that your account is in the right hands and that the withdrawal process is the safest that can be.

Since we noticed that you already placed a new payout request, we have checked with our Security department and we can confirm that your payout request will be reviewed by Accounting tomorrow.

In regards to your loyalty points, please note that they are added for all activity on your account, including deposits and wagering, but the same way they are also deducted for inactivity or in the months when you have withdrawals approved. However, do not worry as this will not affect your withdrawal limit in any way, which stays at $4000 per week.

Thank you for your patience and understanding in this matter and we rest at your full disposal should you need help with anything else.

Kind regards,
The Box24 Casino Team

Dring1979

• Canada • 1 reviews

8 years ago

Had issues, with box24 stalling and canceling withdrawals 3 weeks ago. After submitting a complaint in here things were moved forward and I received my first 2 withdrawals. My 3rd withdrawal after sitting pending for 7 days was canceled. Talking with online support for quite some time was told that my account was up for random verification, which would take 7 days. Only takes 24hrs to verify normally... Seems like they are stalling once again. Also I won quite large and played a majority of it back.. ( my choice).. was told the approx $40000 + of wagering points I accumulated were deleted and my gold vip removed because i made a withdrawal.

Box24 Casino Complaint Stats

Resolved 21 / 25

Avg. Amount $941

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Box24 Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 15 out of 17 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Box24 Casino Complaints

See all complaints for this casino

I want a refund of my deposits since they are locked

Hello, my account was disabled and they Claim I have more then one account. I know for a fact that I do not have that and I have only made one account here. This situation is Very stressing for me and I would like to get a refund for my deposit. I would greatly appreciate it and to solve this issue, if they could please contact me so we can solve this I would be Very grateful.

Resolved

€3,300

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.

Unresolved

$1,200

Closure of account, but approved withdrawal not received

Timeline

2 April 2021

Won $1500 and was appearing as withdrawable amount- I completed all the wagering required and I checked with the support staff if it was true and could I withdraw - they said yes.

I verified my account (see attached document proving this).

I then requested to withdraw $1000

9 April 2021

My withdrawal was approved but I noticed it was only for $100 - I queried this and was told I could only withdraw this amount - I was disappointed however I accepted the amount after discussing why I could only withdraw that amount. I still have my doubts about their reason.

I was waiting for the money to go into my account and I asked the support team his long it would take - they told me I should contact their account team and gave me the incorrect email address about 3 times and we’re not being nice about it.

I was at no stage angry with them disappointed and disrespected by them only.

17 April 2021

I received an email saying they reviewed my account and have decided to close my giving me this reason

‘2.6.4. The Company reserves the right to cancel the User’s Account for any reason whatsoever, at any time, without notice.’

I don’t mind that my account is closed I mind that I have not received my approved withdrawal.

Attached are the emails from the casino and my emails.

Resolved

$100

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.

Resolved

$3,000

Unable to deposit nor requesting a withdrawal, no support

So I received 25 free spins. I started spinning and I won 300 euro,but I know that I can withdraw max 100. In this casino will be my first payout,but I did payout in tangiers casino (which is sister casino) and everything was ok. So today I finished wagering and was ready to make deposit,to be able to withdraw bonus money. But I cant , because when I click "DEPOSIT" nothing is happenig,sometimes show up info: Deposit unsuccesful, due to new regulations we cannot accept transactions from your location...

Im from Poland and my country is not prohibited, my verification process succeed,but the same happening on all similar casinos: winnerama,tangiers,7spins etc. I will tell more- today my friend from Australia was trying to register ,but evenb if he was in another country,he also saw the same communication. I wrote few mails to support,but nobody respond. Interesting is that 2 times i sent and quiet, at 3rd i got mail: message not delivered.

Also live support sucks. My boyfriend logged in so he saw somebody was online for moment,but he say that if its not about promotions and advertisements i need contact his collegues from support. Then when I logged again to my account, I didnt see anymore live support.Im uploading printscreen from my problem

Resolved

Unable to withdraw my winnings and account disabled without any explanation

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.

Resolved

Refusing to honor big win cashout, claiming I won playing with free bonus