Played very well at Box 24 casino with free spins, I finished wagering and and amount set to $100 their maximum withdrawal for that bonus was $100 and no way to play more, I wanted to cash out is when told to submit necessary documents for verification and make some deposit everything went well and my documents all approved, then I made withdrawal request, the problem started after a week when they supposed to release my winnings, I'm surprised to find that my account is disabled...I sent them email wanted to know exact problem, but they fail to explain to me what exactly went wrong as I have my rights to know about everything that caused the account to be closed, but on their reply they only tell me that they find several inconsistencies to my account , without any further explanation, of which I would explain myself... but they didn't want to explain further., So what I want is for them to release my winnings with peace., I have to get what they promised will get when playing on their casino that's my winnings, I really played hard to get on that level of making withdrawal...it was not easy to finish wagering, it means that even though I played with my money without their bonus it would be the same problem for not getting winnings. I'm have no problem with them but only hate their behavior of reaping me off.

Dear Pertunia,

Thank you very much for submitting another complaint. I’m sorry to hear about your problem. Since I’ve published your previous complaints regarding the same issue in different casinos, please allow me to ask you the same questions again, so I can understand the whole situation completely. Could you please advise if you have you completed the account verification successfully in the past? Have you redeemed any promotional offers previously from this casino using different email addresses? Additionally, 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 as yours?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

In my family I'm one who is playing on casino, even though I was using other phone that is now broken, but ended getting this used phone, bought it as second-hand from someone and don't know how it might become being used before but I never verified my account with this casino before and never withdraw any winnings from them is my first time requesting winnings from them...yes I have verified accounts on different casinos but not on one casino., even email address I have for casinos and my private ones because I don't like to mix my private things with gambling ones...is what I divided my private life with gambling one... is the way I limit my life on gambling one for not being more than addicted on gambling as I know how to play responsible.

And for IP addresses, yes they might be the same as for others around my area, as we used connect on same share network, like free Wi-Fi that supplied around our area, we have shops and government buildings that have free WiFi where by we connect free... I did check and found that it is possible that devices might have same IP "Internet Protocol" when using same internet connection and that way I won't know all people might sign up on which casinos, but in my household there's no others signed up on this casinos.

Thank you very much, Pertunia, for your reply. I will now transfer your complaint to my colleague Nick 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 Box24 Casino to join us and help us resolve the player's issue.

We haven't receive any answer from the casino yet. Please note that if you will fail to respond to us within the next 7 days, the complaint will be closed as "unresolved" which could lead to rating deduction.

Hello, we hope this message finds you well.

Kindly note that this account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Box24Casino has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Box24Casino may block regular or tournament play and/or prize distribution.

Where did I cheated and have multiple accounts, as I know I don't have many accounts with Box24 casino and I will be happy to see the proof about your claim that I have many accounts with your casino, Box24 failed to table that matter with me and show me what they claimed i have many accounts, I was only surprised to find out that my account is disabled when I tried to login..

I would also like to ask for some kind of evidence of the casino's claim. Please send it to [email protected].

Thank you in advance.

Hi there,

Email was sent a few days ago. Did you receive it?

And what I would like is for this matter be transparent not for said evidence seeing only by guru casino excluding myself and for fair treatment let me also see myself what I'm accused of...not in favor of one party.

Dear Pertunia,

After we received proof from the casino we are now forced to reject your complaint. It clearly shows that you have created multiple accounts in the casino (verified or not). It's a clear violation of the casino terms so we can't help you out in this case. Please always read all the terms and conditions in every casino before you register. I'm sorry we could not help you more. Do not hesitate to contact us if you will come across any trouble again in the future.

Best regards,

Nick

www.kpvfaw.com