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

I deposited money at around 5pm. I claimed 10 free deposit spins from the pirate chest a bonus for depositers. I played those free spins. Which weren't profitable and in a different game to the one I won in. 

I continued on trying my luck in other games, playing  my deposit and 3 hours into GamEplay I was at APROx $90 balance, (started with $25), when I was on a roll in acient giants and won $11k, playing $1.50 a spin. 

I played 4k back thru the casino and requested 2 withdrawals 4k each, as 4k is the max weekly cashout, so I knew only one would be paid at a time over the next two weeks. 

A week later I login to see my deposits cancelled a d 100 dollars aproved. I ask why they say I ei  on a free bonus. 

Deposit bonus a d deposit free spins are cash able as their chat informed me. And they still try say I won on a free bonus. What free bonus???? 

Wgat free spins are ever handed out by box24 at $1. 50, a spin? None, they are stealing my winnings. 

Dear Symone,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked promotional terms and conditions, and this is what I found:

"Any winnings from the Sign-up free spins have a maximum withdrawable amount set to €100.

The total winnings amount from the Sign-up free spins must be wagered at least 20 times before any withdrawal is possible.

In order for a player to be able to request a withdrawal of an amount won from the Sign-up free spins the player needs to have at least one deposit transaction on their account.

Once the player’s first deposit transaction has been made, any winnings coming from the Sign-up free spins exceeding €100 will be forfeited. The said amount, €100, will be available for withdrawal."

Please, could you forward your game history to my email address: petronela.k@casino.guru. I hope, we will be able to help you with this case as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Symone,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from the player:

"This has been playing out for 3 months now.

I deposit at 5:21 pm on 19.02.2020 I win 11 thousand, (nearly 12 thousand) at 8:04pm playing $1.50 bets , I was in free spins I generated from getting 10 diamonds and winning the free spin feature using my own balance. (once agian exact time of Win can be seen in my screenshot of the gameplay I took showing the winning and time is in too corner).

I initiated 2 withdrwals of $4000, as the max is $4000 a week but I can have one in waiting and they approve one a week. So I wait a full 8 days instead of the 7 days I was told I had to wait for approval and I was rejected and both withdrwals taken and I never even got a email on the day 27.2.2020, the accounts department decided to cancel my withdrwals. So 2 withdrwals of 4k each and no email or message from account team saying anything. I contacted them via chat and was told my winnings were forfeited and only 100 was sent to my bank account

, which never arrived might I add. 

Facts 

I claimed a depaoit bonus chest of 10 free spins after I had won off my depsoit. I depsited at around 5pm won at 8:15 pm amd played my free spin deposit bonus.... Deposit bonus gift..... After I had imitated my 2 withdrwals. I also add I played these free depsoit bonus chest free spins in a different game and they were very profitable. 

I played my deposit for 3 hours before wining on ancient giants playing $1.50 bets of my depsoited funds.

NO deposit bonus are 100max cashout 

I depsited and know that I was playing my depsoit amount at time of win and regardless deposit bonus winnings is always cash able says the casino staff and casino rules state this and screen shot of chat with casino state this too."

Thank you very much Symone 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 Symone.

It is extraordinary what you are describing. From your pictures, it is clear that 19.2.2020 you deposited $25. I am unable to check which bonus did you take and from which game round the winnings is originated. To be able to help you, I need your's game history. From game logs, it would be clear. I am not sure if you have still access to obtain these files, but casino representatives could be helpful in this situation. I want to ask Box 24 Casino representatives to check the Symone game history and clarify what happened.

Thanks.

Hi Matej,

Can you please provide me with your email address? I have mulitple files to send you.

Kind regards,

Team Box24 Casino

Please use matej@casino.guru

I don't have game play history they refuse to share that info with me.

Hi Matej,

I have sent an email to you.

Thank you Deckmedia casino representatives for providing us proofs. In similar cases like this one, I rather check everything twice, but your description was very helpful. 

Symone, during your play on 19.2.2020 you started to play with free bonus, and at some point, you deposited $25 and took another bonus. From casino terms: for bets they firstly they use real money for playing and when real money is depleted then use bonus money. In your case, you did well and managed to win something over $200. Then come some loses came and your balance got to $9.37.

At this point, there was no real money originating from the deposit left on your account - the only a combination of free bonuses was left there. You continued to play and had some winnings, and later that day you hit a massive win of $11710.8, but unfortunately for you, this winning was originated from free bonus which has a cap on $100. The casino was proceeded according to their terms and conditions, and they have full right to cap your winning on $100.

I can understand that you must be disappointed Symone. But please look on the case from a bright side. You won something, I know it is not an $11k, but it is better than nothing.

One more time thanks Deckmedia casino representatives for a quick reaction and explanation of everything that happened that day.

I didn't take no bonus actually. I played the deposit bonus fs after my win. I was still playing my depsoit

I am very sorry Symone, but from proofs what casino sent us, it is clear that your winnings are from the rest of the free bonus. When you deposited, you started to use real money, then bonus money and as of last the bonus free money.

That happened when your account reached $9.37. Since then you won a little, but all these winnings were from bonus free money, then you hit a big win, but again all was from free bonus money.

I strongly recommend checking your game history.

Because we didn't get any reaction from Symone and based on what I wrote above, we decided to reject this complaint.