Box 24 Casino - Player’s request for self-exclusion has been ignored.

comments from duplicated complaint:

<p> Hello, after spending more than 10,000 euros and losing everything. He, although he had requested self-exclusions and account cancellation, continued playing. Finally they gave me a bonus and curiously at that moment the game started to pay off. I made a withdrawal of 3,550 and they only approved 200 canceling the rest of the money. </p>

Dear Jose,

Thank you very much for submitting your complaint. I’m very sorry to hear about your unpleasant situation. We will contact the casino and ask for their standpoint and cooperation, but, before we do so, please could you forward me the email from the casino, in which they offered you a bonus, after you have requested a self-exclusion? My email address is petronela.k@casino.guru. I believe we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much Jose for providing all the necessary information. I will transfer now your complaint to my colleague Kristína 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.

I would like to ask Box 24 Casino for help in resolving this complaint.

Sorry to bother you, but despite continuing to ask for cancellation they do not listen to the request. They keep offering me bonuses so I don't leave. I have had a chat conversation and despite continuing to say that I have problems with pathological problems, they continue to offer me bonuses to deposit. I think they should give me back the income made for never paying attention to the request. I haven't played with them for two weeks but I need them to help me get the account canceled, I have gambling problems and I don't want to fall back into the game but it doesn't help when they continue to offer you bonuses to deposit. Please, if you have not had an answer, could you tell me if I can report this casino to an official body?

I attach a screenshot of the chat to see that they continue to ignore the request even requesting it again by email

Hello Jose,

I am sorry, but I am still waiting for a reply. I can only imagine how frustrating this must be for you. We from Casino Guru consider it to be highly unprofessional when the players express they have a gambling problem and the casino keeps offering them bonuses instead of closing their accounts. But we would like to give an opportunity to Box 24 Casino to comment on this case anyway.

The Casino still has one week left to respond, this is how our complaint process works, so I would like to thank you for your patience with us!

Thanks Kristina, I keep waiting

Hi there,

I have not played any day and they put me another bonus after sending them for the sixth time an email that due to gambling problems needed them to self-exclude the account. But I agreed today to see if they had done so because they do not answer the emails and I see that they have given me a 100 eur bonus. Attachment capture. It's maddening

Hi there and thank you for reaching out to us. 

In this particular case, we received the email requesting the account closure on the 23rd of February and shortly after we received another email asking us to disregard the previous request. We would like to mention that, as of now, the account has been closed for the aforementioned reason. We understand that online gaming is a privilege and, while being highly entertaining and rewarding for people all around the world, Box24 Casino does acknowledge it may be an issue for some. We respect the importance of responsible gaming and the value it holds for all players.

In regards to your refund request, we find ourselves in the impossibility to refund all deposits, since the amounts have been played, resulting in winnings. The winnings were subsequently requested for withdrawal in two separate instances, and the payouts have been honored without question.

Should you require any additional information or assistance, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Box24 Casino
 

Hello, what they indicate is not correct, after the first withdrawal made, request up to 5 times the self-exclusion for the exposed problems, and instead of closing the account they gave bonuses as I mentioned, they never wanted to close the account. With the last bonus I obtained a profit of 3,600 eur of which only 200 were paid to me, alluding to the fact that it is the maximum that they could pay for being a profit obtained from a bonus. For this reason, I request that the deposits made for not responding to the request be returned to me until yesterday and after 10 requests for self-exclusion for more than a month. They are lying because they have never wanted to close the account and I made a profit with the bonus that they always gave me so that I could continue to enter and they did not even pay me the profit obtained

They made me spend more than 12,000 euros and they reimbursed me only 200 eur after earning 3,600 with a bonus. How can you allow them to tell those lies?

Hello Box 24 Casino,

Could you please forward to me an email, where Jose asked you to disregard his request? You can send it to kristina.s@casino.guru.

However, we still believe that when the player asks to close his account due to his gambling addiction, it should be done as soon as possible and the cool off period should be set too. During this period the player's account must stay closed without the option of reopen.

Hi Kristina, 

Email sent to your written email address. 

Kind regards, 
Team Box24 Casino

Hello,

I am really sorry for a late reply, but we were discussing this case multiple times with our Casino Guru complaint team and here is our conclusion:

We believe, that in this case the casino's support proceeded incorrectly. Jose clearly expressed his problem with gambling addiction, therefore his account was supposed to be closed immediately regardless his following message to ignore his request. This is mentioned in the responsible gaming section on your website:

"There is no shame in recognizing an addiction. We are here to guide you to the best support and free counseling for gaming prevention and treatment through our partnership with the leading provider GamCare.

Self-exclusion means that Your Player Account will be closed for a certain period. Excluding yourself will affect Your Player Account with this Website only (although if the Company determines that it is appropriate to apply the self-exclusion on other brands under the same licence, it may do so). Self-exclusions may be for a definite period or a permanent one. The Company reserves the right to refuse to remove a permanent self-exclusion."

You as the casino should at least advise the player to fill out a gambling addiction test or suggest to try therapy and then decide to keep his account opened or close it for a cool-off period. Many players relapse and change their decision to close the account, especially when the casino doesn't offer tools for self-exclusion which would block the player's access to his account without the need to contact the support.

We believe that the Box24 casino should reconsider returning all the money Jose deposited after his self-exclusion request. As we know, Jose was able to withdraw winnings he obtained during this period, which should be deducted from the sum of his deposits.

Thank you Kristina for the efforts, I am awaiting resolution. It is very frustrating and knowing that the problem is mine that the answers have always been to offer bonuses to continue spending money and that they have not helped to treat my exposed problem of gambling.

Hello!

So apparently there was some problem with posting replies to this thread, but the Box 24 Casino sent us the message via email:

"Hi everyone,

I have spoken with the relevant department, and would like to inform you that we have issued a refund of the entire deposited amount since the account closure request, deducting the already withdrawn amount from the total.

I would also like to restate our commitment to responsible gaming, as we believe gaming should be a fun experience for our members. 

If you need anything else please let me know. 

Wishing everyone a great weekend ahead. 

Kind regards, 

Team Box24 Casino"

Later that day the Box24 Casino sent me antoher email with information, that the player started to chargeback his deposits, which may effect his refund and now we have to wait for more information from the casino regarding this issue.

Hi Kristina, I have received only a part of the refunds, I look forward to receiving the rest. I have not rejected any, I do not know what they mean about that I have rejected some ......

If you need an account number to make the reimbursements, let me know if you have received a credit card rejection

Hi there,

If you did not request any chargebacks then it sounds like they have been initaited by your bank. You should chekc with them if they done so.

From our side, all of your refunds (as mentioned above) have been processed.

Kind regards,

Team Box24 Casino

Hi, could you please tell me how much have you returned? In my bank they tell me that they have not rejected any deposit. Would there be any other way to receive the amount by bank transfer? They have my account information in the casino to be able to transfer it if they have had difficulty with the card. At the bank they tell me they haven't returned anything

Hi there,

Your refund have already been processed. If you did not request to chargeback your deposits, then you need to contact your bank to check if they initiated it.

As I asked you on the previous occasion, can you confirm the amount reimbursed to contrast it with the bank?

Hi there,

The amount sent in total was 8100 Euro.

Team Box24 Casino

Hello everyone,

Thank you Box24 Casino Team for letting us know, Jose could you please confirm that you received this amount?

Hello,

Yes, I have already received the indicated amount. I thank you very much for the efforts made to solve this problem and I hope that Box24 can take care from the first moment of the players who present a disease such as pathological gambling so as not to encourage these practices.

I will always be grateful to Casino Guru for the great help in this process.

Hello everyone,

I would like to thank both parties for their cooperation in resolving this case. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system.

Take care and I hope you won’t come across a problem like this again.