comments from duplicated complaint:

<p> Hello, after spending more than 10,000 euros and losing everything. He, although he had requested self-exclusions and account cancellation, continued playing. Finally they gave me a bonus and curiously at that moment the game started to pay off. I made a withdrawal of 3,550 and they only approved 200 canceling the rest of the money. </p>

Dear Jose,

Thank you very much for submitting your complaint. I’m very sorry to hear about your unpleasant situation. We will contact the casino and ask for their standpoint and cooperation, but, before we do so, please could you forward me the email from the casino, in which they offered you a bonus, after you have requested a self-exclusion? My email address is [email protected]. I believe we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much Jose for providing all the necessary information. I will transfer now your complaint to my colleague Kristína 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 would like to ask Box 24 Casino for help in resolving this complaint.

Sorry to bother you, but despite continuing to ask for cancellation they do not listen to the request. They keep offering me bonuses so I don't leave. I have had a chat conversation and despite continuing to say that I have problems with pathological problems, they continue to offer me bonuses to deposit. I think they should give me back the income made for never paying attention to the request. I haven't played with them for two weeks but I need them to help me get the account canceled, I have gambling problems and I don't want to fall back into the game but it doesn't help when they continue to offer you bonuses to deposit. Please, if you have not had an answer, could you tell me if I can report this casino to an official body?

I attach a screenshot of the chat to see that they continue to ignore the request even requesting it again by email

Perdona que os moleste, pero a pesar de seguir pidiendo la cancelacion no hacen caso a la peticion. Siguen ofreciendome bonos para que no me vaya. He tenido una conversacion por chat y a pesar de seguir diciendo que tengo problemas de ludopatia siguen ofreciendome bonos para que deposite. Creo que deberian devolverme los ingresos hechos por no hacer nunca caso a la peticion. Llevo sin jugar con ellos dos semanas pero necesito que me ayuden para conseguir la cancelacion de la cuenta, tengo problemas de ludopatia y no quiero volver a caer en el juego pero no ayuda cuando siguen ofreciendote bonos para que deposites. Por favor si no han tenido respuesta me podrian decir si puedo denunciar en algun organismo oficial a este casino?

les adjunto captura del chat para que vean que siguen sin hacer caso a la peticion incluso volviendo a pedirlo por mail

Hello Jose,

I am sorry, but I am still waiting for a reply. I can only imagine how frustrating this must be for you. We from Casino Guru consider it to be highly unprofessional when the players express they have a gambling problem and the casino keeps offering them bonuses instead of closing their accounts. But we would like to give an opportunity to Box 24 Casino to comment on this case anyway.

The Casino still has one week left to respond, this is how our complaint process works, so I would like to thank you for your patience with us!

Thanks Kristina, I keep waiting

Gracias Kristina, me mantengo a la espera

Hi there,

I have not played any day and they put me another bonus after sending them for the sixth time an email that due to gambling problems needed them to self-exclude the account. But I agreed today to see if they had done so because they do not answer the emails and I see that they have given me a 100 eur bonus. Attachment capture. It's maddening

Hola,

no he jugado ningun dia y me vuelven a poner otro bono tras enviarles por sexta vez un mail que por problemas de ludopatia necesitaba que autoexcluyeran la cuenta. Pero he accedido hoy para ver si lo habian hecho porque no contestan los mail y veo que me han puesto un bono de 100 eur. Adjunto captura. Es desesperante

Hi there and thank you for reaching out to us. 

In this particular case, we received the email requesting the account closure on the 23rd of February and shortly after we received another email asking us to disregard the previous request. We would like to mention that, as of now, the account has been closed for the aforementioned reason. We understand that online gaming is a privilege and, while being highly entertaining and rewarding for people all around the world, Box24 Casino does acknowledge it may be an issue for some. We respect the importance of responsible gaming and the value it holds for all players.

In regards to your refund request, we find ourselves in the impossibility to refund all deposits, since the amounts have been played, resulting in winnings. The winnings were subsequently requested for withdrawal in two separate instances, and the payouts have been honored without question.

Should you require any additional information or assistance, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Box24 Casino
 

Hello, what they indicate is not correct, after the first withdrawal made, request up to 5 times the self-exclusion for the exposed problems, and instead of closing the account they gave bonuses as I mentioned, they never wanted to close the account. With the last bonus I obtained a profit of 3,600 eur of which only 200 were paid to me, alluding to the fact that it is the maximum that they could pay for being a profit obtained from a bonus. For this reason, I request that the deposits made for not responding to the request be returned to me until yesterday and after 10 requests for self-exclusion for more than a month. They are lying because they have never wanted to close the account and I made a profit with the bonus that they always gave me so that I could continue to enter and they did not even pay me the profit obtained

Hola, no es correcto lo que indican, tras el primer retiro realizado solicite hasta 5 veces la autoexclusion por lo problemas expuestos, y ellos en lugar de cerrar la cuenta daban bonos como les comenté, nunca quisieron cerrar la cuenta. Con el ultimo bono obtuve una ganancia de 3600 eur de la que solo me pagaron 200 aludiendo que es el maximo que podian pagar por ser ganancia obtenida por un bono. Por ese motivo solicito que me devuelvan los depositos hechos por no atender la peticion hasta el dia de ayer y despues de 10 peticiones para que me autoexcluyeran durante mas de un mes. están mintiendo porque nunca han querido cerrar la cuenta y obtuve una ganancia con el bono que siempre me daban para que siguiera ingresando y ni siquiera me pagaron la ganancia obtenida

They made me spend more than 12,000 euros and they reimbursed me only 200 eur after earning 3,600 with a bonus. How can you allow them to tell those lies?

Me han hecho gastar mas de 12.000 euros y me reembolsaron solo 200 eur tras ganar 3600 con un bono. Como se puede permitir que digan esas mentiras?

Hello Box 24 Casino,

Could you please forward to me an email, where Jose asked you to disregard his request? You can send it to [email protected].

However, we still believe that when the player asks to close his account due to his gambling addiction, it should be done as soon as possible and the cool off period should be set too. During this period the player's account must stay closed without the option of reopen.

Hi Kristina, 

Email sent to your written email address. 

Kind regards, 
Team Box24 Casino

Hello,

I am really sorry for a late reply, but we were discussing this case multiple times with our Casino Guru complaint team and here is our conclusion:

We believe, that in this case the casino's support proceeded incorrectly. Jose clearly expressed his problem with gambling addiction, therefore his account was supposed to be closed immediately regardless his following message to ignore his request. This is mentioned in the responsible gaming section on your website:

"There is no shame in recognizing an addiction. We are here to guide you to the best support and free counseling for gaming prevention and treatment through our partnership with the leading provider GamCare.

Self-exclusion means that Your Player Account will be closed for a certain period. Excluding yourself will affect Your Player Account with this Website only (although if the Company determines that it is appropriate to apply the self-exclusion on other brands under the same licence, it may do so). Self-exclusions may be for a definite period or a permanent one. The Company reserves the right to refuse to remove a permanent self-exclusion."

You as the casino should at least advise the player to fill out a gambling addiction test or suggest to try therapy and then decide to keep his account opened or close it for a cool-off period. Many players relapse and change their decision to close the account, especially when the casino doesn't offer tools for self-exclusion which would block the player's access to his account without the need to contact the support.

We believe that the Box24 casino should reconsider returning all the money Jose deposited after his self-exclusion request. As we know, Jose was able to withdraw winnings he obtained during this period, which should be deducted from the sum of his deposits.

Thank you Kristina for the efforts, I am awaiting resolution. It is very frustrating and knowing that the problem is mine that the answers have always been to offer bonuses to continue spending money and that they have not helped to treat my exposed problem of gambling.

Gracias Kristina por las gestiones, quedo pendiente de resolución. Es muy frustrante y sabiendo que el problema es mio que las respuestas hayan sido siempre ofrecer bonos para seguir gastando dinero y que no hayan ayudado a tratar mi problema expuesto de ludopatia.

Hello!

So apparently there was some problem with posting replies to this thread, but the Box 24 Casino sent us the message via email:

"Hi everyone,

I have spoken with the relevant department, and would like to inform you that we have issued a refund of the entire deposited amount since the account closure request, deducting the already withdrawn amount from the total.

I would also like to restate our commitment to responsible gaming, as we believe gaming should be a fun experience for our members. 

If you need anything else please let me know. 

Wishing everyone a great weekend ahead. 

Kind regards, 

Team Box24 Casino"

Later that day the Box24 Casino sent me antoher email with information, that the player started to chargeback his deposits, which may effect his refund and now we have to wait for more information from the casino regarding this issue.

Hi Kristina, I have received only a part of the refunds, I look forward to receiving the rest. I have not rejected any, I do not know what they mean about that I have rejected some ......

Hola Kristina, he recibido solo una parte de los reembolsos, quedo a la espera de recibir el resto. Yo no he rechazado ninguno, no sé a qué se refieren sobre que he rechazado algunos......

If you need an account number to make the reimbursements, let me know if you have received a credit card rejection

Si necesitan un numero de cuenta para efectuar los reembolsos haganmelo saber por si han recibido algun rechazo de la tarjeta de credito

Hi there,

If you did not request any chargebacks then it sounds like they have been initaited by your bank. You should chekc with them if they done so.

From our side, all of your refunds (as mentioned above) have been processed.

Kind regards,

Team Box24 Casino

Hi, could you please tell me how much have you returned? In my bank they tell me that they have not rejected any deposit. Would there be any other way to receive the amount by bank transfer? They have my account information in the casino to be able to transfer it if they have had difficulty with the card. At the bank they tell me they haven't returned anything

Hola, por favor podrían indicarme qué cantidad han devuelto?? En mi banco me indican que no han rechazado ningun deposito. Habria alguna otra forma de recibir el importe por transferencia bancaria? Tienen en el casino la información de mi cuenta para poder transferirlo si han tenido dificultad con la tarjeta. En el banco me indican que no han devuelto nada

Hi there,

Your refund have already been processed. If you did not request to chargeback your deposits, then you need to contact your bank to check if they initiated it.

As I asked you on the previous occasion, can you confirm the amount reimbursed to contrast it with the bank?

Como les preguntaba en la anterior ocasión, me pueden confirmar la cantidad reembolsada para contrastarlo con el banco?

Hi there,

The amount sent in total was 8100 Euro.

Team Box24 Casino

Hello everyone,

Thank you Box24 Casino Team for letting us know, Jose could you please confirm that you received this amount?

Hello,

Yes, I have already received the indicated amount. I thank you very much for the efforts made to solve this problem and I hope that Box24 can take care from the first moment of the players who present a disease such as pathological gambling so as not to encourage these practices.

I will always be grateful to Casino Guru for the great help in this process.

Hola,

si, he recibido ya la cantidad indicada. Les agradezco mucho las gestiones realizadas para solucionar esta incidencia y espero que Box24 pueda cuidar desde el primer momento de los jugadores que presenten una enfermedad como la ludopatia para no incentivar estas prácticas.

Estaré siempre agradecido a Casino Guru por la gran ayuda en este proceso

Hello everyone,

I would like to thank both parties for their cooperation in resolving this case. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system.

Take care and I hope you won’t come across a problem like this again.