Slotbox Casino - general discussion (page 4)

When a player initiates a withdrawal, the casino always does a security check. During this check, the casino noticed that there was a problem with your documents, and that was the reason why they stopped the withdrawal process.

I am sorry, but I can't give you a more detailed answer for the reasons I mentioned before.

Yes, I understand that too. But the payment was first approved and then canceled again

I still haven't received an answer from the license holder. It's been over a month now. Casino Guru was often recommended to me, I was told they would help me here. In the end I still have nothing, and they don't even tell me what I should have done. I thank you for the successful help.

Unfortunately, sometimes you have to wait a little longer.

The Guru team tries to help players every day, but of course they can't do magic either, dear Biggelow 🙂

If a casino is not willing to work with the Guru team, unfortunately there is little they can do because there are always 2 parties to solving a problem and one alone cannot do anything.

And why you don't say exactly where the problem lies, I don't know either.

But as far as the guru team goes, I don't think it's their fault, it's more the casino's fault.

I think it's a real shame and I hope that you won't be bothered in the future.

But there is the possibility as a forum for casino reviews, complaints, etc... Just ask the license holder, right? It won't take them a month to respond when Casino Guru gets in touch. But no, it is better to wait, even if nothing happens.

We, unfortunately, can't anyhow speed up the process. Before covid times, a regulator usually took a month to respond. After the covid, it prolonged for up to three months. If it is already a month, then try to send another email and ask the confirmation if they received your original complaint and if the regulator can confirm that they are working on it. This could speed up things, but it depends on which regulator is involved. Curacao has four regulators (licenses), which are very different in the complaint-solving process.

I hope you get an answer quickly!

Fast is long gone 🤣

Yes, you've been waiting a long time...

I also had to file a complaint at the time and contacted the licensor and received an answer after about 1 month, which was unfortunately unsatisfactory.

Unfortunately, I don't understand why money is confiscated and no specific reason is given.

Makes you a bit scared to continue gambling there ^^

Hope you can still get your money!

I wish you the best bro!!!!

A considerable sum, after all.

May I ask what you deposited?

No. I don't think anything is going to happen there. I can imagine my part of what happened there, but I'm not allowed to write about it here. I had deposited 100 euros and because I just won too much, they don't pay me out. I don't think there is even a reason, otherwise I would be told. You don't put anyone in jail without telling them what law they broke.

I still hope it has a positive ending.

Somehow really nasty you have to say 😐

I would like to explain this thread a bit.

Biggelow submitted a complaint to our complaint resolution center, but the casino showed us evidence from which we believe the casino has right. However, Biggelow wanted to submit his complaint to the regulator - it is his right and we respect that, however in this situation - we will not do anything until the regulator confirms that the player is right. (which would be a big surprise for us)

I can't reveal any details regarding the case as I mentioned above. Biggelow has a right to submit his complaint to the regulator. (we respect that) However, from our point of view, there is not much to do (except wait for the regulator)

Hello dear Daniel!

I have a question, for the first time in my life I used free spins that the casino offered me (reward free spins).

I implemented this and ended up with €400.

€380 of that was removed and I was told the maximum withdrawal is €20.

But I can't find anything about it in their terms and conditions at all.

Do you know vl if I have overlooked something and if this information is correct?

Unfortunately I can't find anything in your terms and conditions or I overlook it 😀

I would appreciate an answer 🙂

Best regards

You replied to Matej, but you say "Hello dear Daniel!" so did you want to ask me or Matej? 😀

Thank you for pointing this out to me! It was an accident dear Daniel!

Of course I meant Matej 🙂

Alright, I already notified Matej. He's offline at this moment so I'm not sure when he'll get to the forum and your post 🙂

Many thanks 🙂

Usually, you can find information about maximum winnings from free spins in general terms and conditions, bonus terms and conditions or specific conditions of that promo. It is very common that free spins come with a cap on max winnings, so it does not surprise me at all.

If you let me know more details about the promo/casino, we can look at it.

Hello Matej 🙂

I hope You are fine!

There was a misunderstanding regarding the terms and conditions.

In German was something completely different than in English, which I only found out through the complaint.

In German it looked like there were no waitresses, which irritated me a lot.

But the mistake was in the terms and conditions 🙂

But it has been resolved!

Thank you for your efforts!

Best regards 👳🏼‍♂️👳🏽‍♂️

Happy to hear that.

Unfortunately, terms and conditions are commonly wrongly translated into other languages. There is also a standard formulation that in the case of misinterpretation between languages, usually English terms are the correct ones. So you must be careful about that.