The player from Portugal had her winnings capped as if they’ve been generated from Free Spins.
Box 24 Casino - Player’s winnings have been capped.
Amount: €450
Box 24 Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.5
Box 24 Casino has a Safety Index of 3.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Good night,
I come to ask for your help because, at the beginning of September, the casino gave me 25 free spins of which I won 100eur, I validated my account, and after the validation was completed I made the withdrawal request, according to the casino rules , I had to make a deposit of 25 € in order for the withdrawal to be accepted.
When making the deposit, the casino offered me a cash bonus that I made a point of canceling immediately, as well as offering 50 rounds, which I was unable to cancel, I played the rounds and tried to cancel the amount won, something that was not possible because it appeared as if it were my money, I considered it to be a casino offer and I played, I made no profits and I deposited + 25 € of which the offers happened again and I canceled the bonuses again, once again the money won with the free spins offered on deposit were not possible to cancel.
I played and won 400 € I made the withdrawal request separately from the first one so that there was no confusion with the winnings, that is, I was left with 2 withdrawal requests, 1 of 100 € of the 25 free spins and another of 400 € of the deposit made.
The following week the casino paid me € 100 and canceled the € 400 order.
I asked why and they said that they only accepted 1 payment per week, given the situation I tried to earn more money, I ended up spending € 300 without making a profit and made the withdrawal request for the remaining € 100, the following week and the casino declines again indicating that to withdraw bonus money I would have to make a deposit of 25 €, I was amazed since the value was not a bonus, and I ended up playing another 25 € that gave a profit, because I got 475 € in total, however I ended up play the € 75 and made the withdrawal request for the € 400.
With the 75 € I played I was lucky enough to have more money and made a withdrawal request for another 400 €, again I placed the orders separately, the latter I played and I had 250 € for withdrawal, last week I did more 1 shipment of 25 € from which I did not make any profit, and what is my amazement when last Friday the casino pays me only 100 € of my first withdrawal request and cancels the 300 €, withdrawing completely from my account, to in addition, he canceled the 250 € withdrawal request but left it in the account, which I have already submitted the withdrawal request again.
I would like to have some help as I have already mentioned to the casino several times that the money is deposit but they insist it was free spins.
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4 years ago
Dear Catarina,
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 redeemed? Please forward its name or a specific link as I would like to check the promotional terms and conditions. If your account remains accessible, please forward your "cashier and game histories" along with any relevant communication. My email address is petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Good afternoon,
I have already sent the entire history by email
As you can see on the 20th and 21st of September
There are 2 withdrawal requests, 1 that I didn't move after being with 400eur and another that was on the 21st of September with 250eur.
Of the 400eur as mentioned earlier, the casino paid me 100eur and withdrew the rest of my account (I do not have access to my money), the remaining 250eur made the withdrawal request again and on 2 October 100eur was accepted and did the same with the remaining 150eur (withdrawn from my account)
I just have to rectify an information, since the casino paid me another 100eur, the missing amount is 450eur and not the initial 550eur.
Thanks again to the Guru for his help in this situation.
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4 years ago
Thank you very much, Catarina, for forwarding all the relevant screenshots. Could yo please advise if you have communicated with casino, at any time, an option opting out from bonus offers? I have checked FAQ section, and this is what I found https://www.box-24slots.com/en-FI/help:
„How can I cancel my bonus?
You can cancel a bonus by accessing My Account – Bonus Overview.
On the Bonus Overview page you will be able to see the Cash and Bonus Balance. The page will also tell you if you have any active bonuses. If any bonuses are active on the account, you can click the Cancel Bonus button.
Select the particular bonus you wish to forfeit and click on Cancel. Note that all of the winnings originating from that bonus will also be forfeited when the bonus is cancelled."
Looking forward to hearing from you.
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4 years ago
Translation
When I made the deposit and the bonus came in, as I had already mentioned, I went to the option: my account - bonus overview and I selected the bonus and canceled, the money offered was canceled but the rounds were not, I had no way to access them and cancel.
It was then that I played the moves and after playing the 50 rounds, and in the second deposit the 30 rounds, I went back to the same option and there was information that the bonuses were canceled and that the money I had won was already as if it were my.
Now you know that as a rule when 1 casino gives free spins we always have to play a value so that it appears in our Cash and not as a bonus, if that I did not need, nor could I cancel, I associated it as an offer for the load. I ended up earning the mentioned values.
Best regards
Catherine ***
Edited by a Casino Guru admin
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4 years ago
Thank you very much, Catarina, 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.
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4 years ago
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Thanks again for being able to count on you in resolving my situation
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4 years ago
Hello Catarina.
Probably the free spins what you weren't able to cancel caused the troubles. To be sure we need to check the game log. Best way is to ask casino to help us with that.
I want to ask casino representatives to help us in this case and explain what excually happened.
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4 years ago
Hi there,
Kindly note that the origin of the funds requested for withdrawal lies in a set of free spins received alongside a deposit bonus. The withdrawal request of 400 was partially approved for 100, as per our Bonus Rules item 2.1.9. Free Bonus/Spins withdrawal limits, which states that maximum withdrawal amount from free spins for VIP Basic is maximum 100. The remainder of 300, as well as the second withdrawal request of 250 were declined because the funds originated in the same bonus as the approved amount.
In regards to the bonus cancellation, any bonus can be cancelled from the Bonus Overview page, including the free spins received from the Welcome Package promo. Considering the spins accompanying the first three deposits are wager-free, they cannot be cancelled after being played, as there is no wagering requirement to cancel. However, they can be dropped prior to them being played, or as an alternative, any of the Account Managers can remove the winnings originating in the free spins immediately after they have been played.
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4 years ago
Based on what casino wrote, and your part of the story, it looks like the winnings were from free spins. (wager free) That's why they appeared on your account as "your money." Unfortunatelly then you can't keep all the winnings because there is a €100 cap on winnings from these spins.
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4 years ago
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So let's see I make 1 load with a view to making a profit, the casino offers me bonuses and rounds for my load that I make a point of canceling, so much so that the bonus money was canceled as the casino can show, the rounds remain, in other words, I enter the bonus overview and say I have no associated bonus, I enter the game and the rounds appear, and I am forced to have limits for 1 casino error ??
In my view, all this does not make sense and as for asking an account manager to cancel the rounds, or the winnings derived from them, if they are going to check the conversation I had with your chat at the beginning, when I had the first bonus , they will verify that I asked to withdraw the money that was over the bonus and they said they could not. Who should I have asked?
I did 1 upload, I had to send 1 email asking to cancel and I could only play 2 to 3 business days which was when your support answered that was it ??
Guru I understand that in general it was 1 bonus that I ended up winning but the truth is that it was not my fault, the casino that shows you if it is possible when making the 1 deposit what are the associated bonuses and before my prints you will check that it was not that money that I had, that is, I went to cancel.
I just don't think it's fair for a casino mistake to have to lose what I won. Even because it was a 25eur shipment so my money that was in the middle didn't generate extras ?? I didn't just play with those rounds
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4 years ago
I would like to ask the casino's representatives to send me Catarina's game log for detailed examination. (matej@casino.guru)
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4 years ago
Dear Catarina.
We carefully examined your game log.
The casino didn't cancel your winnings because of free spins welcome bonus, but because the 3rd deposit bonus and free spin rounds which you were unable to cancel.
From these free spins, you made a profit. Because casino uses the real money first and then bonus, when you continued to play, you lost your deposited money and started to play with winnings from the free spins. Later you asked for the withdrawal of €200. (the free spins was wager free)
In this point, if you waited until the withdrawal is complete, the casino would approved a €100 withdrawal and cancelled the rest of the bonus money.
But you continued to play, and when your balance reached 0, you reverse your withdrawal and do a new one, just smaller and played with money which you considered as yours - but all the time, this winnings originated from free spins with having a maximum allowed winnings of €100. (during 16 days you reversed your withdrawal 32 times) During this period you also took other bonuses. Still, when your balance reached 0, you always reversed the original withdrawal (with maximum allowed winnings €100) took some money from it and made a new smaller one. Until you got lucky, won more and splitted this money into two withdrawals. Unfortunatelly, we are still talking about money with a maximum allowed winnings of €100. When you eventually waited for withdrawal, the casino made a correction and set the withdrawable balance to €100.
Based on all the evidence, we believe that the casino acts correctly.
I am sorry, Catarina for the bad news. Good news is that in the case that the casino cancelled the free spins, you would reach zero balance sooner, and now you can have €100.
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4 years ago
Translation
It is good to know that this casino acts wrongly towards the customers, in other words, we charge 25eur and we cannot profit from the loading because they force us to stay with the rounds.
I say with this that if I wanted to have the rounds or bonuses I would not have gone to cancel the loading bonus.
But it is true that they stayed and there is nothing I can do about it.
I thank the Guru for his help and I thank the casino for having closed my account.
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4 years ago
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I only add one piece of information, I would prefer my winnings to be 0 than to keep bonus money.
If I wanted to, I wouldn't cancel
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