Box 24 Casino - Player is enquiring information about withdrawal procedure.

Im struggling to get clarity regarding whether my withdrawal request was done correctly. The last day of my withdrawal review will be on Thursday... I opened a Skrill account using a different email address from the one used on my casino account, I sent all that info to the accounts department as requested however they never informed me that I needed to have a Skrill account with same email as the casino account. One of the live chat consultants informed me about this last night. What should I do?

Dear Keebo2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Could you please confirm that even if your Skrill account has been created using a different email address, the account belongs to you solely?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Firstly my confusion started when a live chat consultant told me that it was important to use the same email address for both the casino and skrill account while the following morning a different consultant from same casino live chat room told me that it was not a requirement for withdrawal to be approved but rather to send the correct Skrill account info to the accounts department.

Yes I'm still not fully up to speed as to how verification of the payment method is completed.

YES I am the sole owner of the Skrill account (payment method) .

Could you also please elaborate on factors that could prohibit my withdrawal request from being approved...

I also emailed the accounts team and asked them for clarity but no response from them... thereafter the consultants gave me two different answers.

My objective merely is to have everything done correctly from my side and then submit but I submitted my request with Skrill account using a different email address.

Dear Keebo2,

As long as you are the sole owner of the payment method to which you wish to withdraw your winnings, there shouldn't be any problem. Could you please advise how many days ago you requested the withdrawal?

Hi Petronella

I just wanted to update you...the accounts team responded to my email.

Please let me know if you are able to view the screenshot.

Regards

Perfect. Thank you very much, Keebo2, for the update. Since the withdrawal was requested on the 4th of March I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hi Petronella

Thanks for helping me I'm currently trying to figure out what all I need to have my Skrill account ready for accepting payment from casino.

Regards

Please communicate closely with casino and keep me informed about any further developments. Thank you very much in advance.

Dear Keebo2,

What about the pending withdrawal from the 4th of March?

Was it processed already, please?

Yes the request of the 4th of March for R15000 was processed and changed to R1400 and paid into my Skrill account... So I don't know whether this is correct or am I being robbed from what I was suppose to get....

Could you please advise if your winnings were accumulated with or without an active bonus?

I recieved a 25 free spins via email , I then verified my account and required docs and made a deposit of R350 immediately thereafter.

Were your winnings accumulated from Free Spins solely? How much was your active balance when you've deposited R350, please?

Im not sure what my active balance was...

This was the balance after I made the deposit .

Was your deposit of R350 refunded to you, please?

No my deposit was not refunded it reflected in the account as bonus balance....

And after request for withdrawal

Was made the bonus balance was left in account to play with....

Was there any further communication between you and the casino that would explain why your account has been closed, please? If yes, forward it to petronela.k@casino.guru.

No there was no communication between myself and the casino as my casino account was deleted. After I recieved the email from them I immediately inform you...

Should I try to make contact with them ?

Thank you very much, Keebo2, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Thanks is there a reason why my complaint is being transferred ?

Hello, Keebo2,

I am sorry to hear about your negative experience. The reason why your complaint was transferred is that it is a standard procedure. From now on, I will assist you with your issue and will try to engage the casino in the open thread.

Now I would like to invite Box 24 Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Box 24 Casino Team,

Could you please state the reason why the player's account was closed? Will their deposits or balance be refunded?

Thank you in advance for providing the information.

Greetings Branislav

I trust that you are well.

Are you sure that Box 24 casino team will respond?

Dear Keebo2,

No, I am not sure, it depends on the casino and its representatives.

We would like to ask Box 24 Casino Team to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Hello, Keebo2,

I was provided with the information from the casino's representative outside this open thread:

"The player in question requested a withdrawal of winnings originating in free spins, so their cashout was limited to R1400, considering their VIP level. The account was closed without any outstanding balances, and the withdrawal had already been paid previously, as per our Terms and Conditions item 2.6.4. The Company reserves the right to cancel the User’s Account for any reason whatsoever, at any time, without notice."

What exactly bonus did you use, please? Can you provide me with a transaction (deposits/withdrawals) history of your casino account?

You can share the data here, with your reply, or by sending them to my email branislav.b@casino.guru.

Please note that sensitive data is not visible to the public. Only the player, the casino, and a casino.guru employee can see them.

Dear Keebo2,

Can you please answer my questions? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Box 24 Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru