Box 24 Casino - Player’s winnings have been canceled.

I deposited money into my account then I got a deposit bonus. I played till I was able to withdraw. I waited till 5 business days then on the 5th business day my money just disappeared in my account. When I queried it I was told I didn't follow bonus rule 3.4 which states that I can not play with R70 while I still have a bonus. So I played with R50 which means I played within the rules still yet my withdrawal was declined. Till today no one can answer the question where does it state R50 as the rules state R70 not R50. I have even attached screenshots showing proof of the exact rule to prove that I have played within the bonus rules and have not completed any rules for my withdrawal to be declined. I am still yet to get a response and proof of where I violeted the rule. Even after sending proof that the rules say R70 not R50 my funds still haven't been reversed back into my account. As much as I enjoy the slots on box 24 casino but this is just frustrating to say the least. All I want is my money reversed back into my account as there clearly is a huge misunderstanding with regards to the rules from box 24 casino side. Can I please get this sorted ASAP. I don't even want an apology for the inconvenience I just want what's due to me.

Dear UMakasi28,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Bonus T&Cs (https://www.box24slots.com/en-ZA/bonus-rules) myself and I found the rule:

„3.4. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is R70. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, it is a completely different case, when the casino confiscated your winnings in case you played in accordance with the T&Cs. Do I understand correctly, that the casino informed you, that the maximum allowed bet is different from the one stated in their T&Cs?

Could you please specify, which bonus you activated and played? Would you be so kind and forward me your game history together with all the relevant communication with the casino? My email address is kristina.s@casino.guru.

Thank you in advance for your reply.

Best regards,

Kristina

Yes and till now after sending emails and proof of what the rules say and that I haven't violetted any rules I haven't gotten any response back or what the way forward is. All I want is what is due to me because the rules clearly show I have not violetted any rules.

UMakasi28, please forward me your game history. Before we get in touch with the casino we would like to check it to make sure you didn't breach the rule. Thank you very much.

I am waiting for the support team to forward me the game history. As soon as I get the email I will forward u the game history

Dear UMakasi28,

Have you received your game history? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case because the player stopped responding. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.