Box 24 Casino - Hráč má potíže s výběrem svých výher.

The money never arrived after months of emails and sending thousands of papers

No llegó nunca el dinero despues de meses de emails y enviar miles de papeles

Dear Salvaboro,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your delayed withdrawal.

Do I understand correctly that your withdrawal has been processed more than two months (20th of May) ago but never reached you? Have you received any tracking transaction number from the casino?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

However, 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 have not received any transaction id.

No he recibido ninguna id de transacción.

Thank you very much, Salvaboro, for providing all the necessary information. 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.

Hello Salvaboro,

I'm Nick and I'll be assisting you from now on. I would like to ask Box 24 Casino to join us and help us resolve the player's issue.

Hi there,

The withdrawal was approved on the 20th of May and should have reached the player by now. We have checked with our supplier and it seems the payment was successful. The player also reached out to our Accounting department, and was asked to provide us with a bank statement so that we can investigate further, however we have not received it as of yet.

Our Accounting department will reach out to the player again to request it so that we can look into the issue.

Dear Salvaboro,

Could you please provide us with your bank statement from May and June with all transactions so we can be sure that it didn't arrive for sure. Please send it to nikolas.b@casino.guru.

Dear Salvaboro,

Please note that if we won't get any respond from you within the next 7 days, the complaint will be rejected.

Dear Salvaboro,

The complaint will be now rejected for the above metioned reason.