Good night,

I come to ask for your help because, at the beginning of September, the casino gave me 25 free spins of which I won 100eur, I validated my account, and after the validation was completed I made the withdrawal request, according to the casino rules , I had to make a deposit of 25 € in order for the withdrawal to be accepted.

When making the deposit, the casino offered me a cash bonus that I made a point of canceling immediately, as well as offering 50 rounds, which I was unable to cancel, I played the rounds and tried to cancel the amount won, something that was not possible because it appeared as if it were my money, I considered it to be a casino offer and I played, I made no profits and I deposited + 25 € of which the offers happened again and I canceled the bonuses again, once again the money won with the free spins offered on deposit were not possible to cancel.

I played and won 400 € I made the withdrawal request separately from the first one so that there was no confusion with the winnings, that is, I was left with 2 withdrawal requests, 1 of 100 € of the 25 free spins and another of 400 € of the deposit made.

The following week the casino paid me € 100 and canceled the € 400 order.

I asked why and they said that they only accepted 1 payment per week, given the situation I tried to earn more money, I ended up spending € 300 without making a profit and made the withdrawal request for the remaining € 100, the following week and the casino declines again indicating that to withdraw bonus money I would have to make a deposit of 25 €, I was amazed since the value was not a bonus, and I ended up playing another 25 € that gave a profit, because I got 475 € in total, however I ended up play the € 75 and made the withdrawal request for the € 400.

With the 75 € I played I was lucky enough to have more money and made a withdrawal request for another 400 €, again I placed the orders separately, the latter I played and I had 250 € for withdrawal, last week I did more 1 shipment of 25 € from which I did not make any profit, and what is my amazement when last Friday the casino pays me only 100 € of my first withdrawal request and cancels the 300 €, withdrawing completely from my account, to in addition, he canceled the 250 € withdrawal request but left it in the account, which I have already submitted the withdrawal request again.

I would like to have some help as I have already mentioned to the casino several times that the money is deposit but they insist it was free spins.

Boa noite,

Venho pedir a vossa ajuda pois, no início do mês de Setembro o casino deu-me 25 rodadas gratuitas das quais ganhei 100eur, fiz a valida??o da minha conta, e após a valida??o estar concluída fiz o pedido de levantamento, conforme as regras do casino, tive que fazer um depósito de 25€ de modo ao levantamento ser aceite.

Ao fazer o depósito o casino ofereceu-me um bónus de dinheiro que fiz quest?o de cancelar de imediato, assim como também ofereceram 50 rodadas, as quais n?o consegui cancelar, joguei as rodadas e tentei cancelar o valor ganho, algo que n?o foi possível pois aparecia como se fosse dinheiro meu, considerei que fosse oferta do casino e joguei, n?o tive lucros e voltei a depositar + 25€ dos quais voltou a acontecer de novo as ofertas e voltei a cancelar os bónus, mais uma vez o dinheiro ganho com as rodadas grátis, oferecidas no depósito n?o foram possíveis de cancelar.

Joguei e ganhei 400€ fiz o pedido de levantamento em separado do primeiro de modo a n?o haver confus?o com os ganhos, ou seja fiquei com 2 pedidos de levantamento, 1 de 100€ dos 25 free spins e outro de 400€ do depósito feito.

Na semana seguinte o casino pagou-me os 100€ e cancelou o pedido dos 400€.

Questionei o porquê e disseram que só aceitavam 1 pagamento por semana, dada a situa??o tentei ganhar mais dinheiro, acabei por gastar 300€ sem obter lucros e fiz o pedido de levantamento dos restantes 100€, semana seguinte e o casino volta a recusar indicando que para fazer levantamento de dinheiro de bónus teria que fazer 1 depósito de 25€, fiquei estupefacta dado que o valor n?o era de bónus, e acabei até por jogar mais 25€ que deram lucros, pois fiquei com 475€ no total, entretanto acabei por jogar os 75€ e fiz o pedido de levantamento dos 400€.

Com os 75€ que joguei voltei a ter a sorte de me sair mais dinheiro e fiz um pedido de levantamento de mais 400€, novamente fiz os pedidos em separado, deste último joguei e fiquei com 250€ para levantamento, a semana passada fiz mais 1 carregamento de 25€ do qual n?o tive qualquer lucro, e qual é o meu espanto quando na sexta feira passada o casino me paga apenas 100€ do meu primeiro pedido de levantamento e cancela os 300€, retirando por completo da minha conta, para além disso anulou o pedido de levantamento dos 250€ mas deixou ficar na conta, valor esse que já submeti novamente o pedido de levantamento.

Gostava de ter alguma ajuda pois já referi várias vezes ao casino que o dinheiro é de depósito mas eles insistem que foi de free spins.

Dear Catarina,

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. Which exact bonus you have redeemed? Please forward its name or a specific link as I would like to check the promotional terms and conditions. If your account remains accessible, please forward your "cashier and game histories" along with any relevant communication. My email address is [email protected]. 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

Good afternoon,

I have already sent the entire history by email

As you can see on the 20th and 21st of September

There are 2 withdrawal requests, 1 that I didn't move after being with 400eur and another that was on the 21st of September with 250eur.

Of the 400eur as mentioned earlier, the casino paid me 100eur and withdrew the rest of my account (I do not have access to my money), the remaining 250eur made the withdrawal request again and on 2 October 100eur was accepted and did the same with the remaining 150eur (withdrawn from my account)

I just have to rectify an information, since the casino paid me another 100eur, the missing amount is 450eur and not the initial 550eur.

Thanks again to the Guru for his help in this situation.

Boa tarde,

Já enviei todo o histórico por e-mail

Conforme v?o poder verificar no dia 20 e 21 de Setembro

Existem 2 pedidos de levantamento, 1 que n?o mexi mais após estar com 400eur e outro que ficou no dia 21 de Setembro com 250eur.

Dos 400eur conforme já tinha referido o casino pagou-me 100eur e retirou o restante da minha conta (n?o tenho acesso ao meu dinheiro), os restantes 250eur fiz novamente o pedido de levantamento e no dia 2 de Outubro foi aceite 100eur e fizeram o mesmo com os restantes 150eur (retiraram da minha conta)

Tenho só a rectificar uma informa??o, visto que o casino me pagou mais 100eur, o valor que está em falta s?o 450eur e n?o os iniciais 550eur.

Obrigada mais uma vez ao Guru pela ajuda nesta situa??o.

Thank you very much, Catarina, for forwarding all the relevant screenshots. Could yo please advise if you have communicated with casino, at any time, an option opting out from bonus offers? I have checked FAQ section, and this is what I found https://www.box-24slots.com/en-FI/help:

?How can I cancel my bonus?

You can cancel a bonus by accessing My Account – Bonus Overview.

On the Bonus Overview page you will be able to see the Cash and Bonus Balance. The page will also tell you if you have any active bonuses. If any bonuses are active on the account, you can click the Cancel Bonus button.

Select the particular bonus you wish to forfeit and click on Cancel. Note that all of the winnings originating from that bonus will also be forfeited when the bonus is cancelled."

Looking forward to hearing from you.

When I made the deposit and the bonus came in, as I had already mentioned, I went to the option: my account - bonus overview and I selected the bonus and canceled, the money offered was canceled but the rounds were not, I had no way to access them and cancel.

It was then that I played the moves and after playing the 50 rounds, and in the second deposit the 30 rounds, I went back to the same option and there was information that the bonuses were canceled and that the money I had won was already as if it were my.

Now you know that as a rule when 1 casino gives free spins we always have to play a value so that it appears in our Cash and not as a bonus, if that I did not need, nor could I cancel, I associated it as an offer for the load. I ended up earning the mentioned values.

Best regards

Catherine ***

Quando eu fiz o depósito e o bónus entrou, tal como já tinha referido inicialmente eu fui à op?ao: minha conta - bonus overview e selecionei o bónus e cancelei, o dinheiro oferecido ficou cancelado mas as rodadas n?o, n?o tinha forma de aceder a elas e cancelar.

Foi ent?o que eu joguei as jogadas e após jogar as 50 rodadas, e no segundo depósito as 30 rodadas, fui novamente à mesma op??o e tinha lá a informa??o que os bónus estavam cancelados e que o dinheiro que eu tinha ganho já estava como se fosse meu.

Ora vocês sabes que por norma quando 1 casino dá rodadas grátis temos sempre que jogar um valor para que ele apare?a no nosso Cash e n?o como bónus, se aquele eu n?o precisei, nem consegui cancelar, associei como uma oferta pelo carregamento. é acabei ganhando os valores referidos.

Com os melhores cumprimentos

Catarina ***

Thank you very much, Catarina, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Thanks again for being able to count on you in resolving my situation

Obrigada eu por mais uma vez poder contar convosco na resolu??o da minha situa??o

Hello Catarina.

Probably the free spins what you weren't able to cancel caused the troubles. To be sure we need to check the game log. Best way is to ask casino to help us with that.

I want to ask casino representatives to help us in this case and explain what excually happened.

Hi there,

Kindly note that the origin of the funds requested for withdrawal lies in a set of free spins received alongside a deposit bonus. The withdrawal request of 400 was partially approved for 100, as per our Bonus Rules item 2.1.9. Free Bonus/Spins withdrawal limits, which states that maximum withdrawal amount from free spins for VIP Basic is maximum 100. The remainder of 300, as well as the second withdrawal request of 250 were declined because the funds originated in the same bonus as the approved amount.

In regards to the bonus cancellation, any bonus can be cancelled from the Bonus Overview page, including the free spins received from the Welcome Package promo. Considering the spins accompanying the first three deposits are wager-free, they cannot be cancelled after being played, as there is no wagering requirement to cancel. However, they can be dropped prior to them being played, or as an alternative, any of the Account Managers can remove the winnings originating in the free spins immediately after they have been played.

Based on what casino wrote, and your part of the story, it looks like the winnings were from free spins. (wager free) That's why they appeared on your account as "your money." Unfortunatelly then you can't keep all the winnings because there is a €100 cap on winnings from these spins.

So let's see I make 1 load with a view to making a profit, the casino offers me bonuses and rounds for my load that I make a point of canceling, so much so that the bonus money was canceled as the casino can show, the rounds remain, in other words, I enter the bonus overview and say I have no associated bonus, I enter the game and the rounds appear, and I am forced to have limits for 1 casino error ??

In my view, all this does not make sense and as for asking an account manager to cancel the rounds, or the winnings derived from them, if they are going to check the conversation I had with your chat at the beginning, when I had the first bonus , they will verify that I asked to withdraw the money that was over the bonus and they said they could not. Who should I have asked?

I did 1 upload, I had to send 1 email asking to cancel and I could only play 2 to 3 business days which was when your support answered that was it ??

Guru I understand that in general it was 1 bonus that I ended up winning but the truth is that it was not my fault, the casino that shows you if it is possible when making the 1 deposit what are the associated bonuses and before my prints you will check that it was not that money that I had, that is, I went to cancel.

I just don't think it's fair for a casino mistake to have to lose what I won. Even because it was a 25eur shipment so my money that was in the middle didn't generate extras ?? I didn't just play with those rounds

Ent?o vejamos eu fa?o 1 carregamento com vista em ter lucro, o casino oferece-me bónus e rodadas pelo meu carregamento que eu fa?o quest?o de anular, tanto que o dinheiro de bónus foi anulado conforme o casino pode mostrar, as rodadas mantém-se, ou seja eu entro na vis?o geral de bónus e diz que n?o tenho bónus associados, entro no jogo e aparecem as rodadas, e sou obrigada a ter limites por 1 erro do casino??

A meu ver tudo isto n?o faz sentido e quanto a pedir a um gestor de conta que me anulasse as rodadas, ou os ganhos derivados das mesmas, se forem verificar a conversa que eu tive com o vosso chat no inicio, quando tive o primeiro bónus, v?o verificar que eu pedi para retirarem o dinheiro que estava a mais do bónus e eles disseram que n?o conseguiam. Deveria ter pedido a quem?

Fazia 1 carregamento, tinha que enviar 1 e-mail a pedir para cancelar e só podia jogar 2 a 3 dias úteis que era quando o vosso suporte respondia era isso??

Guru compreendo que em geral foi de 1 bónus que acabei por ganhar mas a verdade é que n?o foi culpa minha, o casino que vos mostre se for possível quando se faz o 1 depósito quais s?o os bónus associados e perante os meus prints vocês v?o verificar que n?o era esse dinheiro que eu tinha ou seja eu fui cancelar.

Só n?o acho justo por um erro do casino eu ter que perder o que ganhei. Até porque foi um carregamento de 25eur ent?o o meu dinheiro que estava no meio n?o gerou extras?? Eu n?o joguei só com aquelas rodadas

I would like to ask the casino's representatives to send me Catarina's game log for detailed examination. ([email protected])

Hi Matej,

Email sent.

Dear Catarina.

We carefully examined your game log.

The casino didn't cancel your winnings because of free spins welcome bonus, but because the 3rd deposit bonus and free spin rounds which you were unable to cancel.

From these free spins, you made a profit. Because casino uses the real money first and then bonus, when you continued to play, you lost your deposited money and started to play with winnings from the free spins. Later you asked for the withdrawal of €200. (the free spins was wager free)

In this point, if you waited until the withdrawal is complete, the casino would approved a €100 withdrawal and cancelled the rest of the bonus money.

But you continued to play, and when your balance reached 0, you reverse your withdrawal and do a new one, just smaller and played with money which you considered as yours - but all the time, this winnings originated from free spins with having a maximum allowed winnings of €100. (during 16 days you reversed your withdrawal 32 times) During this period you also took other bonuses. Still, when your balance reached 0, you always reversed the original withdrawal (with maximum allowed winnings €100) took some money from it and made a new smaller one. Until you got lucky, won more and splitted this money into two withdrawals. Unfortunatelly, we are still talking about money with a maximum allowed winnings of €100. When you eventually waited for withdrawal, the casino made a correction and set the withdrawable balance to €100.

Based on all the evidence, we believe that the casino acts correctly.

I am sorry, Catarina for the bad news. Good news is that in the case that the casino cancelled the free spins, you would reach zero balance sooner, and now you can have €100.

It is good to know that this casino acts wrongly towards the customers, in other words, we charge 25eur and we cannot profit from the loading because they force us to stay with the rounds.

I say with this that if I wanted to have the rounds or bonuses I would not have gone to cancel the loading bonus.

But it is true that they stayed and there is nothing I can do about it.

I thank the Guru for his help and I thank the casino for having closed my account.

é bom ficar a saber que este casino age erradamente para com os clientes, ou seja carregamos 25eur e n?o podemos ter lucros com o carregamento porque eles obrigam a ficar com as rodadas.

Digo com isto que se quisesse ter as rodadas ou bónus n?o teria ido cancelar o bónus de carregamento.

Mas é verdade que ficaram e lá é n?o posso fazer nada quanto a isso.

Agrade?o ao Guru pela a ajuda e agrade?o ao casino já ter fechado a minha conta.

I only add one piece of information, I would prefer my winnings to be 0 than to keep bonus money.

If I wanted to, I wouldn't cancel

Acrescento só uma informa??o, preferia que os meus ganhos fossem a 0 do que ficar com dinheiro de bónus.

Se os quisesse n?o cancelava

I understand that you never wanted to play with a bonus. But because the casino was not able to cancel the free spins (with no wagering), you won €100. Otherwise, it would be 0. I would consider this as a benefit.

They can close the complaint

Podem fechar a reclama??o

Based on the last post, we are closing the complaint as rejected.

Catarina, one more time we apologize for inconveniences.