SandBoxCasino.io - Player’s struggling to withdraw his winnings.

On June 9, 2022 I signed up for an account and deposited $2K in BTC to the casino with NO bonus. I won big playing high limit slots and won over $5,300. I played through my deposits over 3X.

I submitted a withdrawal for $5,300 on June 9, 2022. Support Chat on the website said it would take 24 hours to process due to it being my first withdrawal.

On June 10, 2022 my account was suspended with the message "Your account has been suspended because we have detected suspicious activities."

I contacted chat support but they could not provide an explanation. I also emailed their support but never got a reply. 

I followed all the terms, won big and should be paid ASAP. I did not have any bonuses associated with this account.

This is no way to treat a high roller customer. Zero communication from the casino. It looks like the casino doesn't want to pay because I won. Attached are screenshots showing them boasting on their website how I won big in two games.

Please pay me!

Sammy1

Dear Sammy1,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to 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

I would like to point out that the casino reinstated my account and paid me my winnings. They apologized and said their system flagged my wallet address (Coinbase) as possibly being associate with other accounts. Once they dug further, they realized it was a mistake.

I wish that was the end of the story, but it's gotten much worse....

On June 14, 2022 I deposited 0.21 BTC (approximately $4,700USD) in BTC at SandboxCasino.io 

I had one hell of a gambling session. I went up to $30K and then all the way down to $13K. I was playing really high-limit Mighty Gorilla Slot at $360/Spin. I then hit the bonus on the slot machine and won a whopping $118,512 USD!!!

In total I tried to cash out 5.8BTC ($127,000USD). The withdrawal was cancelled with a note it they were investigating the win with the game provider. They also zeroed out my BTC balance so I could not wager and put "adjustment" as the reason.

I understand the need to have the game provider verify it, but what happened next was shocking. After two days waiting, I was told to provide the following documents:

3 Pieces of government issued ID.

3 Utility Bills dated no older than 30 days.

1 Bank account statements showing transactions to Coinbase no older than 30 days.

Proof of account holder of Coinbase account and that it's verified.

Selfie holding piece of ID which todays date written on a piece of paper.

It should be noted that I previously deposited $2,000USD in BTC, won and successful withdrew $5,000USDin BTC.

Every comment on public forums by sandboxcasino.io states they are against KYC as evidenced by employee FrankBank’s post on bitcointalk.org where is promotes the casino. They posted on LCB.org that they have "no KYC policy".

This casino is doing everything in their power to make it as difficult as possible to get my money. To the casino management- please stick to your stance posted on public forums about no KYC for crypto. The amount of requested information is ridiculous!

Dear Sammy1,

Foremost, allow me to congratulate you on your great win. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos serious and licensed takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise if you submitted all the required documents already?

The casino closed my account right after they requested the KYC. They said I was part of a group that had been previously banned. After much back-and-forth emails telling them that I only had one account and that I was not associated with anyone else, they provided an IP log. It showed that I had the same IP address as another user.

I then replied back and told them that I was using a VPN, which they publicly said was OK to use. This VPN is popular on the Apple App Store and the IP address that the VPN uses is shared by many users. The casino never responded back and is still holding my money hostage.

I'm sorry to hear that, Sammy1. Could you please forward any relevant communication to petronela.k@casino.guru?

Afterwards, we will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours? 

Additionally, I have found the following rule regarding the use of VPN:

"3.13 You warrant not to use any form of VPN or other methods or program fit to hide your IP or your state of origin. Users or customers found to use a VPN without the companies consent will be excluded from all services on the website, and all remaining funds will be frozen indefinitely. You acknowledge that you are solely responsible for all losses that might occur to you over your VPN usage without the companies consent, including but not limited to financial losses and the loss of your account on the website."

Dear Sammy1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

casino.guru:

To answer your questions, I do NOT have multiple accounts, I am NOT associated with anyone else who has an account, No neighbors or family members have accounts using the VPN IP address.

I followed all the rules and only used a popular VPN because Sandboxcasino.io said it was okay to use on multiple public FORUMS (see screenshot and link below)

I have done absolutely nothing wrong! I won fair and square. Sandboxcasino.io is now using a bogus IP VPN claim to avoid paying a LEGITIMATE $120,000 win! This casino is scamming me!

I am also including the "proof" SandBoxCasino.io provided showing I’m using the same IP address. When I replied back that it was a VPN and provided them proof of it, they never responded.

I also provided them my full Coinbase transaction log to show them I was not associated with any other player, but they never responded!

Sandboxcasino.io stating VPN is okay to use:

https://lcb.org/onlinecasinobonusforum/direct-casino-support/sandboxcasino-io-tu-support-and-complaints-thread

https://bitcointalk.org/index.php?topic=5384549.80

IP log showing VPN provided by sandboxcasino:

public forum post by sandboxcasino:

Thank you very much, Sammy1, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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 want to share the email SandBoxCasino sent me on July 20, 2022 and my reply with proof that it’s a VPN.

Sandboxcasino.io ignored my response and still hasn’t paid me my legitimate win!

casinoGuru- please help me. I won fair and square and deserve to be paid.

EMAIL FROM SandBoxCasino on June 20, 2022:

Good day to you, once more account was flagged and under review again for duplicate accounts on our platform alongside with game exploitation. 

We did mention last time to you/your dupe, that we do not tolerate such behaviour and we did warn you of this outcome. As it is against our terms and conditions.

We have attached a few examples linked to you. We will post this as well on all websites where you have/will submit a complaint as direct proof of no wrong doing from our end. 

There isn't anything further to discuss. Account has been closed and permanently banned. It will happen again if you keep this up. There won't be any further communication with you on this matter as everything has been said on numerous occasions. 

We strongly advise to stop this. We are not sure what are you expecting by keeping up with this nonsense. 

James Reed 

Risk Management 

Fun Play, Fair Pay.

SandboxCasino

Photos of accounts using same IP (provided by casino): https://i.ibb.co/LC8bNyL/A9-D25-F31-6564-4-E68-9-FD0-9-DDDD97-E1803.jpg

MY RESPONSE on June 20, 2022:

James-

Thank you so much for getting back to me and including your proof. If you would have told me this in the beginning, I could have cleared up the confusion without all this nightmare! It was never told to me that you were also using IP addresses to link these other accounts to me. In the bitcointalk.org forum you posted that VPN is okay to use. You also posted that VPN is okay to use on ICB.org forum.

I purchase the "VPN - Super a super Unlimited Proxy" app from the Apple App Store on June 10, 2022 (screenshot attached). The IP address logs you referenced below has 134.195.198.21 listed for me as first being used on June 13, 2022, which is long after it was used by any of those other players that I have nothing to do with.

The only connection is we all used the same VPN service. That particular IP address is associated with the VPN available on the app. What sets me apart is that I did not purchase the VPN service until June 10, 2022 as shown in my attached Apple confirmation. I also paid for the APP, which I’m sure all those other people, who registered way before me, probably only used the free 7-day trial. 

I am also including a screenshot of the my apple purchase of the app that includes date of purchase, App screenshots showing VPN and IP address it assigns for VPN. I encourage you to review the proof I have provided, which clearly shows I’m not associated with anyone else. Furthermore, please download the app for yourself and see what I’m talking about.

I hope we can move past this and realize it was a giant set of misunderstandings that delayed the payment. I will be happy to update my blog post after I receive payment and advise of the huge misunderstanding with a detailed explanation. 

I await your reply!

Sammy1

ALL proof I provided today:

https://i.ibb.co/51CP8d4/59-DE049-D-91-AB-4-B5-F-AD41-E600-E98-AB54-D.jpg

https://i.ibb.co/mDGvpTC/0-C324-DA2-9-B10-4999-B4-A4-FBBC39072-B84.jpg

https://i.ibb.co/6RfzQZ3/CBDF0794-FEC5-45-EB-8-C88-C101-B8291-B75.png

https://i.ibb.co/Ych7j3r/6-A9915-FB-D3-D1-4-EDA-BC92-B4-BE8-DC26-A4-E.jpg

https://i.ibb.co/gMkSXHZ/9197-F5-B6-6-FF5-4-AE2-86-FB-9-E348029878-A.jpg

Hello Sammy1,

I am sorry to hear about your troubles.

The same IP address shouldn't be a reason for confiscating the winnings, especially when using a VPN is allowed. The casino should check the matched accounts' game activity, based on which would be evident if the accounts are correlating somehow or not.

I would like to invite the casino representative into the case. Could you please explain to us what happened and why Sammy1's account was blocked?

Hello, let us share the light on this issue with the player/players in question.

The player has been flagged by our system for a suspicious transaction linking him to a previously banned user for game exploitation. However when investigated manually by our agent, he found it to be a mixer transaction. Which didn’t alarm the agent in any way and he lifted the block and submitted for payment, which was paid in full and more to the client respecting the delayed payment and issuing bitcoin payment at a rate of initial request even when bitcoin has fallen.

Within the next 24 hours the system flags the account yet again, now this time management assigned a different agent to help with the investigation. At this exact time client goes on a streak of wins on a single game and hitting jackpots after jackpots. So we in tandem submit his wins for investigation directly with the game provider to inspect these oddly suspicious wins.

As our own investigation proceeds and we manually review all of the deposits made, we find the client to be linked to several users which were previously banned and some even recently active, for game exploitation and duplicates.

We have warned this group over and over to stop attempting to scam the casino and have issued numerous bans yet they seem to never stop. Which is why we inquired on a KYC submission to have a profile for future issues related to these exploiters.

Here's a few examples of the transaction origins:

3JjPf13Rd8g6WAyvg8yiPnrsdjJt1NP4FC

bc1qqxf98drymkq5awwtt685l6463tmtumlrvqfxv2

335umQ4egqMjDo6wSXYwQZYPntZzMveNTJ

bc1qqxf98drymkq5awwtt685l6463tmtumlrvqfxv2

As always we encourage fair play and transparency but we do not tolerate and we hope this message comes across once and for all.

Client wasn’t only linked by IP but also by deposit originating addresses. Linked to previously banned players.

SandBoxCasino.io continues to reply with the same canned response that I’ve previously demonstrated is not true.

• I won the $120,000 by playing  by tens of thousands of dollars on max bets. This is the perfect example of a new casino never imagining high-limit player would actually max bet every single time!

• The IP address is a VPN which I’ve previously provided proof for. They posted on multiple forums that it’s okay to use VPN at their casino.

• They reference four bitcoin wallet addresses they state are tied to me as being associated with banned Accounts.  What they fail to mention is each one of these bitcoin wallet addresses belong to COINBASE!

• These wallet addresses are used by Coinbase to send funds for millions  of customers! When someone uses Coinbase, the funds come from one of these many wallets.

• These wallets have transactions of over $10 TRILLION USD! This argument is invalid because these addresses are used by every Coinbase customer who sends funds!

• I won fair and square. I was not associated with any banned player and I’ve clearly demonstrated that. Sandboxcasino continues to respond with "smoke and mirrors" replies to cheat me out of my FAIR win.

• It’s time for Sandboxcasino to finally own up and realize they screwed up big time with their "investigation". They need to live by their motto of "Fun Play, Fair Pay".

PROOF that all these addresses provided are trillion dollar accounts used by Coinbase to send funds:

https://www.blockchain.com/btc/address/3JjPf13Rd8g6WAyvg8yiPnrsdjJt1NP4FC

https://www.blockchain.com/btc/address/bc1qqxf98drymkq5awwtt685l6463tmtumlrvqfxv2

https://www.blockchain.com/btc/address/335umQ4egqMjDo6wSXYwQZYPntZzMveNTJ

https://www.blockchain.com/btc/address/bc1qqxf98drymkq5awwtt685l6463tmtumlrvqfxv2

Dear SandBoxCasino.io representatives.

Could you please send me Sammy1's game log + the game logs of the players marked as duplicates? (matej@casino.guru)

Regarding the transactions, do you have any other supporting evidence? Because it looks like Sammy1 has a point in this, the wallet you marked belongs to CoinBase, not him.

Matej- have you received the documents you requested from SandBoxCasino? They have stopped responding to me.

Please update the disputed amount on this complaint from $5,300 to $127,000 USD.

It makes me sick to my stomach that I have done nothing wrong, yet this casino is making false accusations in order to scam me out of a legitimate win of $127,000. I haven’t been able to get a good nights sleep since this nightmare began.

Client violated terms and conditions and have used a VPN service. Client referring to old posts on forums. Terms and conditions clearly state that VPN usage isn’t allowed.

As in any establishment you must follow and respect the terms and conditions. Clause 3.13 of our terms and conditions.

Attached image of part of the duplicates. Not sure what more can we provide.

Matej-

SandboxCasino clearly posted in two separate public forums that they accept VPN (see attached screenshots).

it is clear that Sandboxcasino is looking for any reason to cheat me out of my legitimate win of $120k. They keep on coming up with multiple excuses and ignore the fact that I’ve disproven each one.

A casino that posts VPN is acceptable multiple times, including on their ICB.org forum, should live up to their word. They are clearly making up the rules to fit their needs.

I’d also like to point out that Sandboxcasino went into the Bitcointalk forum where they said VPN was okay and deleted reference to VPN today. (See attachment) Good thing I have a screenshot. This shows how crooked they are!

Edit was made after you have pointed this old message correct. However always follow and consult the terms and conditions. Lots can be said on public forums unfortunately. We will be addressing the LCB post as well.

Sandboxcasino- I did nothing wrong. I have proven that I’m not associated with any other low-limit bonus abuser you accuse me of. I never took a bonus and I always played max bets (tens of thousands of dollars).

You have cheated me out of a fair and legitimate win. You are making up rules as you go to deny me a fair win! You clearly said VPN was okay.

You have scammed me out of both my $4,700 in deposits and the $127,000 in legitimate win.

Live by your motto of being a fair casino and pay me!

Dear Sammy1 and SandboxCasino representative,

The casino points out that Sammy1 somehow exploited the games and won one jackpot after another. This shouldn't be hard to prove. Could you please send Sammy1's game log and all files from the game provider regarding this case to: matej@casino.guru?

Regarding the duplicate IPs:

We do not consider the same IP as a valid reason for considering the accounts to be duplicated. Even without a VPN, there is a possibility that the two different users will have the same IP. There is an easy way to prove duplicate accounts: by analysing the game logs of these players.

Client openly admitted to using a VPN which is against the terms and conditions. Thank you.

Matej-

It’s clear the casino never had any intention of paying me. They have repeatedly ignored your request for the game logs.

First they started off with exploitation of games excuse. When they couldn’t back they up, they turned to associated with banned players excuse. When they couldn’t back that up, they came up with the VPN terms violation excuse.

What’s unbelievably shocking is I have provided proof the casino management has publicly stated in multiple forums that VPN is okay. It’s okay for casino management to post on their support forums that VPN is okay, but when it comes time to pay they change their tune. Clearly this casino doesn’t have the funds to cover this win.

I hope you blacklist this casino so everyone knows it’s a complete SCAM. I have been screwed out of not only my deposit of $4,700, but the life-changing $127,000 that I won fair and square.

Dear SandboxCasino representative,

You named several reasons why Sammy1 shouldn't get his winnings. 

Now you are stuck with the weakest one.

Now please look at the complaint from 3rd person's perspective.

You blame Sammy1 for using a VPN, multiple accounts, the same wallet as the other fraudster players, exploiting games, and winning one jackpot after another. Sammy1 explained that he indeed uses VPN, because you encouraged players to do so on the forum and that the wallet is the same for every coinbase user. He explained that his account has nothing to do with others (because of the VPN). You blame Sammy1from many reasons, but you chose the weakest reason to build a case on it.

So, one more time, imagine that you are a player reading this complaint. 

Would you believe a casino that on the forum is saying VPN is allowed and KYC is not necessary and then later change the terms and forfeit player's winnings based on that? I guess no.

If the Sammy1 was winning one jackpot after another, please prove it. It should be very easy for you.

Otherwise, the case would look like there is something else in the background.

CasinoGuru- there is a reason why sandboxcasino isn’t providing you the game logs. It’s because they would clearly show that I won fair and square. 

In previous replies to this complaint, sandboxcasino.io stated I was associated with other banned players based on the same VPN IP address. 

I found something interesting that I think sandboxcasino should look into. They posted in bitcointalk forum that multiple accounts are okay unless they are used for bonus abuse. It’s clear that I never accepted a bonus, that I deposited thousands of dollars and played max bets. I’m sure that these 6 other accounts with the same VPN IP address used bonuses and played the absolutely bare minimum to try a win a couple bucks. 

My deposit (no bonus), game play, and amount of time played clearly demonstrates I’m a high-roller that has nothing to do with small-bet, small deposit bonus abusers!!! I only have one account and I’m not associated with any other player. I won fair and square!

Sandboxcasino forum post about multiple accounts: 

https://i.postimg.cc/8P899Mg6/C2-A0-EC67-BBA6-46-BC-A446-A33565533-BAA.jpg

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear SandboxCasino,

As I wrote before:

You named several reasons why Sammy1 shouldn't get his winnings. 

You stick with the usage of VPN as the only relevant proof, and just several months ago, you were encouraging players to use VPN in your casino.

We do not believe this proof is sufficient to void Sammy1's winnings.

We gave you enough time to prove some other things from which you blame Sammy1, but you didn't. 

Because of that, we are closing this complaint as unresolved.

The casino can anytime open the complaint and show us the relevant evidence.