Box 24 Casino - Player complains that he didn’t receive promised bonus.

The person that did the above review should really go on yhe platform and play. Try and complain ,you never get responses

The bonus i was promised i never recieved . Then they added a rule thats not in their terms to withdrawal status stating any withdrawal will be declined if no deposit was made in 5 days of withdrawal .

Dear Nicholas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which exact bonus you have tried to redeem? Please forward its name or a specific link to petronela.k@casino.guru. Additionally, please attach all the relevant communication between you and the casino.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Thank you very much, Nicholas, for forwarding all the relevant screenshots and communication. I understood that you have been able to profit from the promotion, instead of 7 days, one day only. Could you please advise how much you have deposited and how much is your active balance now?

Additional comments from the player:

"For that promotion i had paid in R850, and correct . Could only collect the day of the deposit . Not the next 6 days as said in promo . 

I currently have a cash balance of R600 pending withdrawal which they are refusing , i won it in the weekly free spins they sent . Did my playthrough and stuck to all the bonus rules now they keep rejecting it because my last deposit was not within 5 days of withdrawal request . I sent screenshots of there freespins terms it just says you need to have made your first deposit . They said that that term is in their "banking" terms . But i dont see a banking terms when im on with my phone . So clearly . I cannot be penalised for some made up rule they adding . The agent told me that banking terms was the selection under bonus terms . But theres no such thing . Also , why would that not be under the exact terms about the free spins?"

Thats 100%accurate i have all the proof

I have checked FAQ - Withdrawals section through a phone, and this is what I found https://www.box24casino.com/en-FI/help: 

I’m afraid a deposit in order to withdraw your winnings is required.

Whete did you find that ?

theres my deposit . And my initial withdrawal was rejected lastweek wednesday . They take 5 days to process it, so that puts us on the 29 the withdrawal request was put in ? Or esrlier because weekends dont count . Either way those terms are not in the bonus terms i agreed too or any terms i agreed to at all . So i had a deposit . Why was i declined? There own guidlines state weekdays only count as banking days . So that why was i not paid out ? And where is the bonus i paid for?

And since when is FAQ a part of terms ? Im sorry i dont mean to sound insulting or anything but who goes to faq to see terms when the terms that are there are the agreed ones . I can type anything in the faq and it doesnt make it part of the terms thats not how contracts work

Thank you very much, Nicholas, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Nicholas.

I understand your frustration about this rule, and probably the casino decided to implement such a rule to increase the security. If the rule is not visible enouh, then we can ask the casino to set things right. Are you sure that this is the only problem which prevents you from withdrawal?

Thats the only problem but its too late ive wasted the funds . I do however want a refund on my halloween bonus which i deposited for

I want to invite the casino representative into the discussion. Please explain to us why was Nicholas withdrawal rejected.

Please do . Considering i had a deposit within 5 days of withdrawal claim . Also want to know why i never got my halloween bonuses . They dont respond to emails though

Hi there,

The initial withdrawal request was placed on the 23rd of October for R700. It was then reversed by the player on the 24th of October, and on the same day two more requests were placed, one of R500, and one of R5500. Roughly 25 minutes later, the withdrawal request for R500 was reversed and played. Later that day, a second withdrawal request was placed for R600, and was shortly reversed by the player alongside the request for R5500. At this time, no withdrawal request was pending.

On the 3rd of November, a new withdrawal request of R700 was placed. It was declined and returned to the balance on the 6th of November because the withdrawal conditions had not been met. The winnings originated in a free bonus, and as per our Banking Page, you can cash out winnings from free bonus money if you have at least a minimum deposit of R350 made in the last 5 days before placing the payout request, whereas the latest deposit was made on the 24th of October, exceeding the 5 day limit.

On the 6th of November, a new withdrawal request of R600 was placed. Since no new deposits had been made on the account, it was declined for the same reason as the previous one, and the funds returned to the balance.

In regards to the Halloween bonuses, we found that the player claimed the 3 prizes for their deposited amount, however they did not claim the Daily prize. We have received screenshots at a later date illustrating an attempt to open a deposit prize on a date on which they had not deposited, the 25th of October.

Now there you go right there . " In regards to the Halloween bonuses, we found that the player claimed the 3 prizes for their deposited amount, however they did not claim the Daily prize. We have received screenshots at a later date illustrating an attempt to open a deposit prize on a date on which they had not deposited, the 25th of October." That whole paragraph is what makes you guilty of a terms breach .

According to the halloween bonus terms . Deposit today and claim for 6 consecutive days that follow . If you took anytime to look at my screenshots you would have seen that . So i have a case . I was cheated and your statement just proved it .

Regarding the withdrawal . There was real funds in my account also still at the time the free spins were played . So you guys had no excuse . The fact that the 5day term is in "faqs" does not make it a binding term anyway cz its not in the terms i agree to in my initial agreement upon sign up . So in that instance you should have it in the "bonus terms " menu irrelevant of what you say . Those are the terms that are agreed to by any player and any law will see it the same way .

Im not the only player with this issue . In fact if you go look around on social media i can create quite a following about this exact issue . A term cannot be listed in frequently asked questions because only having an issue will you use faq to resolve it .

Casino Guru with regards to you guys . Loads of respect but if you dont see the issue here then this is not going to work attatched you can see the terms we agree to with our sign up . No 5 days mentioned .just a deposit needed is mentioned . Which is normal procedure . Also the bonus terms i agreed to stating 1 deposit claim for 6 days . Thats all evidence . So what happens now . They gave me a 250 bonus chip today . But im sorry that does not cut it . I was treated very badly but clearly im not the issue .

Nicholas and Box 24 Casino representative:

Based on our fair gambling codex:

https://casino.guru/fair-gambling-codex-for-casinos#hidden-predatory-rules

Our position:

We do not tolerate any hidden or predatory rules because they are unfair towards players and put them at a disadvantage. If we notice them during our review process or if they are brought to our attention through a player complaint, we decrease the reputation rating and also try to get the casino to start behaving fairly if it's within our capabilities.

When it comes to deciding whether some clauses are predatory or not, we rely on our judgement and experience, as well online gambling best practices we are very familiar with.

The T&Cs should be written clearly so that they are easily and exactly understood by players. The entire system should be set up in a way that doesn't allow players to break the T&Cs unknowingly. All rules should be listed in one place (in the T&Cs), and they should not be unfair and/or predatory (see examples of hidden and predatory rules below).

see example 3

We consider the basic principle to ask the players to deposit in order to make a withdrawal as predatory but also the fact that such a rule is hidden in the FAQ.

Also, as Nicholas showed on the screenshot, he should have access to the daily gift for that day when he made a deposit and also for the following six consecutive days.

Thank you .

Hi there,

Kindly note that the rule is displayed on our Banking Page, as a primary point of information, alongside all other withdrawal guidelines, such as required documents and withdrawal procedure. Additionally, the requirement to deposit in order to be able to withdraw is only applicable to winnings originating in free spins and free bonuses. Winnings originating in deposits, deposit bonuses, or cashback are not subject to this rule and can be withdrawn freely at any point, without having to make a deposit in a given timeframe.

In regards to the daily gift, the promo mechanism is as follows: there are 4 prizes in total that can be claimed daily, one prize for a deposit of $25 (or R350 as equivalent), one for $50, one for $75, and one daily free prize. The daily free prize is enabled for a period of 7 days with only one deposit made on the first day. The player did open all three deposit boxes on the first day (the day of the deposit) however they did not open the daily. During our investigation, and aided by the screenshot sent in by the player, we have found that they were trying to open the $25 deposit prize on the following days, days in which they did not have a deposit made, when they should have tried to open the daily free prize instead.

We hope this helps shed some light on the situation.

That is a lie about the bonus as your online agent also tried assisting me with it , there was no way to collect any bonus .

As for withdrawal the terms and conditions page have withdrawal policy . Why is the 5 day thing not listef there . Or under the free spins terms .

You guys are fraudelent at best . I deposited enough in that bonus to collect a total of 14 bonus gifts . And i was rewarded 2 also its not alongside the banking info its below it . And its not terms there . Its an assistance guide as shown in my screenshot .

I expect such rules to be in terms . Frankly the rule is the first ive ever seen . As all other sites are a month prior deposit and also IT GETS LISTED IN THERE BINUS TERMS ON THE TERMS PAGE . THAT IS WHAT WE AGREE TOO .

AGAIN as for halloween bonus there were no "additional selections" there was only the daily reward page and i could not collect . So in total i could not collect 12 rewards . Even after asking for assistance i was ignored .

So its not my fault . All these excuses are irrelevant you clearly stated previously rewards are only daily . Now the story changed . Still to no resolve though .

Theres plenty of the same complaints on the box 24 facebook page and plenty other sites.

Meaning that its a common occurrence. I was just fortunate enough to be registered on this platform .

Dear casino representative.

We talked about the case internally and we believe, that the rule below should be written in casino terms and condition under the free bonus section, and not only in banking section.

You can cash out winnings from free bonus money if you have at least a minimum deposit of €25 made in the last 5 days before PLACING the payout request.

It would also be nice to let Nicholas withdraw his winnings without this mandatory deposit.

Regarding the bonuses - what happened is unfortunate, but what casino representative wrote makes a sense. Maybe next time the instructions could be more precise.

Already lost the withdrawal amount . So too late , so i lost my deposit bonus and withdrawal amount . Lol and they get away with it

I am sorry, Nicholas. Now we can't help you. But I hope the casino will take a lesson from this case and move the mentioned rule into a bonus section where it should be.

The situation is unfortunate, but the casino never voided your winnings, they just applied the deposit rule. So technically you were able to get the money, all you needed to do was make another minimal deposit.

Because Nicholas already lost all of his money, we must reject this case.