auApplesuck5
NewbieNewbie
Joined: 5 Mar 2020
Posts: 2
5 March 2020 - 7:46am

Box 24 casino refused to pay my withdrwal of $8000 (2x $4000) withdrwal requests

4 replies • Last post

This has been playing out for three weeks now. Ilthe casino refuse to communicate with me or look at the facts Agian . I have gone thru enough with the lies and misconduct this casino has delt to me and don't know what to do.

This is what happened....

At 3pm I claimed the free pirate chest promo which I earnt by making a deposit earlier that month.

I'll explain this bonus,
With the pirate chest bonus it is a promotion where if you make a deposit of $25 in the promotional period, which runs the whole of February, you can claim a mystery bonus everyday of the promo period. Bonu sis usually free chip, free money or free spins.

If you happen to make further deposits, you can claim an extra pirate chest on the day of deposit and it's a separate chest called a deposit bonus chest. Also has same rewards which is won when you click on chest.

So I claimed my daily free chest which I earnt from making a deposit previously in promo period, so not so much a free bonus as it's only available to depositers who depsoit to activate it during promo period! So yeah at 3pm I claimed chest and lost my bonus winnings. I decided to depsoit 5:21 pm on same day of 19.02.2020.

I win 11 thousand nearly 12 thousand  at 8:04pm smae day 19.02.2020.

I was playing $1.50, bet in acient giants, during free spins,but free spins from my generated game play from getting 10 diamonds and winning the free spin feature using my own deposited balance.
. You can see that the time I won in my SCREENSHOT of the moment I completed my free games, I generated by Winning the feature by getting 10 diamonds as game pay table shows is how to get the free spins,anyways they are saying that I won off a free no deposit bonus.The team at box 24 state that any bonus from deposits are cash able and only no depsoit bonus are 100max cashout.

I argue that if I won of chest bonus they are in fact deposit generated bonus as players who don't deposit cat claim the chests. But I stand by the actual facts in this case which is I claimed a free chest before depsoit g and before winning and claimed a chest after depositing which gave me 10 free spins which I didn't use in the game I won from.

I also draw attention to the betting amount at th time of winning which is $1.50 bet. Free spins aren't at that high of a bet whi h proves wa sindeed playing money not free bonus as they state.

They acknowledge my deposit at 5:21pm and even say I claimed amd played my depsout chest 10 fs soon after I deposit at 5:30pm. I than went on to play for 3 hours, 3 hours of wagering and winning from my deposit money before finally winning in a different game at 8:03pm, a different game to which my fs were played 3 hours earlier.

They refuse to email me back in regards to this matter and Infact 7 days after my withdrwal request, I contact them after seeing they had cancelled both my $4000 withdraw requests and honouring $100, they never sent me a email to inform me and have sent me two emails back in 3 weeks of my constant emails, and always they refuse to see or look into my issues and I put it all out for the to see the evidence.

As you'll see in my photos.:
*deposit history
*withdrwal history
* withdrwal requests
*winning screenshot take right after winning showing my money balance before winning it's added to my balance showing I wa in fact playing my money and you'll see tile in top corner and that I was paying $1.50 bets not free bonus spin bets which are 50c if that.

I never got a email on the day 27.2.2020  the accounts department decided to cancel my wothdrwal, 2 withdrwal of 4k each from account saying my depsoit was forfeited and only 100 was sent to my account, which never arrived might I add. 

I played my $25 deposit for 3 hours withit fluxuating up winning and down losing some not all of it and then winning building it up and then finally winning nearly 12 thousand on ancient giants playing $1.50 bets

Casino rules and policy's :

¶ NO deposit bonus are 100 max cashout

¶ depsoit bonus are no max cashout

¶ depsit Winnings are no max cashout

¶ All withdrawals are limited to $4000 week, so many request scan be pending waiting approval however only one withdrwal was expected to being reviewed and aproved each week as per cashout weekly limit.

¶ I was playing my cash balance which is no max cashout but withdrwal limits apply but I was put into wrong category and given the ruling of $100 Max cashout a sthey say it was a no deposit bonus.

I depsited same day and  know that I was playing my deposit amount at time of win and regardless depsit bonus is always 100% cashable says the casino rules and chat staff as seen in chat screenshot.

The fact that accounting have made a mistake is stressful and disappointing but for me to only be able to get this sorted with the very department that failed me and failed to be truthful is disgusting. 

I had no email from them about this cancelled withdrwal, I recieve dishonest and untrue response a week after I emailed them asking it to be revised which is 2 weeks since I won, and they didn't revise anything or see my evidence I provided and I can  tell that by their response of free no deposit bonus rule crap they quoted . . 

They made a mistake and refuse to solve it or look into this matter in a timely manner if at all.

I was so glad I won this money it would of changed my life as a single mum, for myself and my children. I was a loyal customer and had many new customers form my friends and family playing at this casino due to my recommendation and feel hurt and betrayed by the way I'm being treated. 

I was going to purchase a car so myself and my 3 kids don't have to endure the 17klms a day that we walk or bike ride. With my youngest sons heath problems and my own bad hip, this is painful and a battle we face everyday.

This was going to change that. And I stupidly told my kids we are going to be getting a car which would be ending our struggles and I have to try explain to them that due to lies we no longer going to catch the break we so badly deserve and have Waited for so long.

If I didn't win off my depsoit and claimed a fee bonus, I would understand this descion but this isnt the truth. So I find it hard to accept. I follow the rules why are they allowed to base the decision to take away my winnings, on false unsupported claims?

screenshot_20200219-200343_chrome.jpg
screenshot_20200221-103619_chrome.jpg
img_2020-02-27_12-03-25.jpg
img_2020-02-27_12-03-13.jpg
img_2020-02-27_11-52-43.jpg
auApplesuck5
NewbieNewbie
Joined: 5 Mar 2020
Posts: 2
5 March 2020 - 7:52am
#1

Sorry for long post I just AM a stickler for telling all information about whatever it is I'm telling people about. Even small scale daily life things I always explain down to the T, So the person can get the full story not just pieces of what happened.

Just at a loss on where to get this sorted.
I hav emailed [email protected]
Amd [email protected] numerous times I've rthe last 14 days and got a vague reply still refusing to show how it's giving me a free no depsoit bonus right between me depsout ing and never losing all my deposit, and going into win from said deposit!

auCL-Ed
StaffStaff
CL-Ed's picture
Location: Sydney
Joined: 7 Sep 2007
Posts: 9481
Thanks given: 5461
Thanks received: 4792
5 March 2020 - 10:04pm
#2

First up, I don't recommend people play at Box24. It is a casino long associated with TopGame (now renamed to Pragmatic Play) which is a crooked game supplier whose casinos have generated numerous complaints over the years. If there is the slightest chance they can invalidate a win for any reason they will do it. The casino itself is a white label nominally run by an operator called Deckmedia who have been around for a long time and used to be very good but in recent times have become well known for invalidating many wins due to bonus clauses, most commonly the bet size limit.

I can't see the pirate chest bonus on their website so I can't read what the T&Cs are for that specific bonus. But it sounds like they may be using the 10 free spins as a sneaky way of limiting what anyone can win when they deposit.

Anyway lets try to simplify things. Can you please confirm if this summary is correct and fill in the answer to my questions?

1. You claimed a "pirate chest" free chip bonus around 3pm. You played it and lost everything so your balance was zero?

2. You then made a deposit at 5:21pm. You claimed another pirate chest bonus which gave you 10 free spins. What happened to those free spins? When did you play them? What was their value per spin? Did you win anything from them?

3. Sometime after that you won $11k and then tried to withdraw and they declined, saying you won the money from the free spins which has a maximum payout of $100.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.

auMatthew
Card SharkCard Shark
Matthew's picture
Location: Australia
Joined: 20 Sep 2019
Posts: 169
Thanks given: 161
Thanks received: 142
6 March 2020 - 10:32am
#3
Applesuck5 wrote:

I was so glad I won this money it would of changed my life as a single mum, for myself and my children [...]

I was going to purchase a car so myself and my 3 kids don't have to endure the 17klms a day that we walk or bike ride. With my youngest sons heath problems and my own bad hip, this is painful and a battle we face everyday.

The nice people here will be more than willing to help you with this issue, but I lost all sympathy after reading the above.

Gambling is absolutely not a viable path to escaping poverty, it's an indefensible and selfish waste of money when you have sick children in your care...please reconsider your priorities and get help.

Quote:

In Australia: Call the Gambling Helpline (1800 858 858 – any time 24 hours). They can talk to you confidentially and provide information and self-help tools.

CL-Ed

auCL-Ed
StaffStaff
CL-Ed's picture
Location: Sydney
Joined: 7 Sep 2007
Posts: 9481
Thanks given: 5461
Thanks received: 4792
9 March 2020 - 7:19am
#4

That is sound advice Matthew. I noticed that line at the time but must have forgotten about it while going back over and trying to understand it all to write my reply.

Hopefully Applesuck5 is coming back with answers to my questions so we can work out if we're able to help her (I presume from the name in screenshot).

As an aside that support rep is a patronising git, telling her to keep things "professional". It's a casino meant for entertainment. not a workplace. They probably even have a clause in their terms that bans professional players.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.

Post new comment

Have something to say? Agree or disagree? Tell us what you think!

Login using your social network account
Or log in with a Casino Listings account

Login or register to post comments

Registering for an account takes less than a minute and you will be brought right back here to comment afterwards.