Slotbox Casino - O saque do jogador está atrasado devido a uma confusão com o bônus.

Hi, I'm hoping to get some help from you with the following issue.

I took advantage of the Slotbox casino deposit bonus with a deposit of €50, which included 30 free spins (worth €0.1–0.2) on Naughty Nick's Book on December 12, 2025.

The bonus terms and conditions state that winnings from free spins are limited to €300 and that bonus money is only activated once your own money has been used.

The casino has not provided any information on how much I won from the free spins, but I remember that the winnings were only in the range of a few euros. My balance never dropped below a few euros.

According to them, my own deposit was "lost" when I had 129 euros in my account, and from then on I played with bonus money. However, there is a contradiction here: If I only won a few euros, the balance could not have been that large before using the bonus money.

It seems they are claiming I lost my own deposit (50 euros), even though I may have won 179 euros and lost 50 euros of it, and only then did I move on to playing with the bonus money?

The site's wagering went through and I continued playing for two days. I was at my best at over €2000, but finally I made a withdrawal for €1260. The next day they transferred €300 to my account and cancelled €960.

I have sent several messages to the casino and they just respond in the same way, and do not directly answer my question.

A few days ago, the casino offered free spins without a deposit. The withdrawal limit was 100 euros. I won with the free spins and completed the wagering requirement and my balance was about 300 euros. The balance of the game account was immediately updated to 100 euros, that is, immediately after the wagering requirement was over. I completely understand this and this is how the bonus should work. I was able to withdraw this 100 euro win.

However, these bonuses did not work the same way now, which also causes further confusion.

I can't understand how I could have lost my share of my own money when I had a balance of 129 euros in my gaming account, when I really only won a few euros from the free spins, if that. And at no point did my balance drop so low that I lost the amount of my own deposit.

Hei, Toivon saavani teiltä apua seuraavan asian kanssa.

Hyödynsin Slotbox-kasinon talletusbonuksen 50 euron talletuksella, joka sisälsi 30 ilmaiskierrosta (arvoltaan 0,1–0,2 €) Naughty Nick’s Book -pelissä 12.12.2025.

Bonusehdoissa todetaan, että ilmaiskierroksilla saadut voitot rajoitetaan 300 euroon ja että bonusrahat aktivoituvat vasta, kun oma raha on käytetty.

Kasinolta ei ole saatu tietoa siitä, kuinka paljon voitin ilmaiskierroksilla, mutta muistan, että voitetut summat olivat vain muutaman euron luokkaa. Saldoni ei koskaan pudonnut muutamaan euroon.

Heidän mukaan oman talletuksen osuus oli "hävitty", kun tililläni oli 129 euroa, ja siitä eteenpäin pelattiin bonusrahalla. Tässä on kuitenkin ristiriita: Jos voitin vain muutaman euron, saldo ei voinut olla niin suuri ennen bonusrahan käyttöä.

Näyttää siltä, että he väittävät minun hävinneen oman talletukseni (50 euroa), vaikka voitin ehkä 179 euroa ja hävisin siitä 50 euroa, ja siirryin pelaamaan bonusrahalla muka vasta sitten?

Sivuston kierrätys meni läpi ja jatkoin pelaamista kahden päivän ajan. Olin parhaimmillani yli 2000 eurossa, mutta lopulta tein kotiutuksen summalla 1260€. Seuraavana päivänä he siirsivät tililleni 300 euroa ja mitätöi 960 euroa.

Olen laittanut useamman viestin kasinolle ja he vaan vastaavat samanlailla, eikä vastaa suoraan kysymykseeni.

Tästä muutamia päiviä kasino tarjosin ilmaiskierroksia ilman talletusta. Niissä kotiutusraja oli 100 euroa. Voitin ilmaiskierroksilla ja sain kierrätyksen umpeen ja saldo oli n. 300 euroa. Pelitilin saldo päivittyi heti 100 euroon, eli samantien kun kierrätys oli ohi. Tämän ymmärrän täysin ja näin bonuksen tulisikin toimia. Sain kotiutettua tämän 100 euron voiton.

Kuitenkaan nämä bonukset eivät toiminut nyt samanlailla, mikä myös aiheuttaa lisä hämmennystä.

En voi ymmärtää, miten olen voinut hävitä oman rahan osuuteni kun pelitilillä on ollut saldoa 129 euroa, kun en todellakaan voittanut ilmaiskierroksista kuin muutaman euron, jos sitäkään. Enkä missään vaiheessa pudonnut saldossani niin alas, että olisin hävinnyt oman talletukseni verran.

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Dear pelaaja12345,

Thank you very much for submitting your complaint. I’m sorry to hear about the confusion and the difficulties you experienced with your bonus balance and withdrawal at Slotbox.

Thank you as well for forwarding the full communication you had with the casino — this is very helpful.

Before we can move forward, I would like to clarify a few key points to better understand what exactly happened:

• Do you know the exact balance that appeared immediately after completing the free spins before you started wagering (even an estimate is helpful)?
• When your withdrawal of €1,260 was cancelled and reduced to €300, did the casino provide a link or a reference to the specific bonus terms they are applying? If yes, please share the link.

Additionally, since this situation involves a dispute about the exact progression of your funds, I would kindly ask you to contact the casino and request the following:

Full game and transaction history for the period of 12.12.2025 – 14.12.2025, including:

• timestamps of all spins and wins,
• when real balance switched to bonus balance (according to their system),
• any internal balance/conversion logs explaining the €129 balance.

Once you receive it, please upload it here or forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

• Do you know the exact balance that appeared immediately after completing the free spins before you started wagering (even an estimate is helpful)?

-> I don't know the exact balance or even an estimate, because I think I won a few euros at most from the free spins. I think the turnover started as soon as I started playing, because I don't think I lost any of my own money (50eur) at any point.

• When your withdrawal of €1,260 was canceled and reduced to €300, did the casino provide a link or a reference to the specific bonus terms they are applying? If yes, please share the link.

-> They notified me by email. I can send you a copy of this if you want.

"We're getting in touch as the winnings from your bonus have a max withdrawable amount of 300 EUR. We've adjusted your balance and a new withdrawal of 300 EUR has been processed.

The funds are already on their way to your account. We hope you understand the reason for the max withdrawable amount from bonuses is to give you as many bonuses as possible so you can play for longer, offering you more chances to win."

I'll ask them for a complete game and event history, and get back to you after that.

Thank you already at this point.

Hei,

• Do you know the exact balance that appeared immediately after completing the free spins before you started wagering (even an estimate is helpful)?

-> En tiedä tarkkaa saldoa enkä edes arviota, koska mielestäni voitin ihan maksimissaan muutamia euroja ilmaiskierroksista. Mielestäni kierrätys kyllä alkoi heti kun aloin pelaamaan, koska en mielestäni hävinnyt missään vaiheessa oman rahan osuutta (50eur).

• When your withdrawal of €1,260 was cancelled and reduced to €300, did the casino provide a link or a reference to the specific bonus terms they are applying? If yes, please share the link.

-> He ilmoittivat asiasta sähköpostilla. Voin lähettää tästä kopion teille jos haluatte.

"We’re getting in touch as the winnings from your bonus have a max withdrawable amount of 300 EUR. We've adjusted your balance and a new withdrawal of 300 EUR has been processed. 

The funds are already on their way to your account. We hope you understand the reason for the max withdrawable amount from bonuses is to give you as many bonuses as possible so you can play for longer, offering you more chances to win."

Pyydän heiltä täydellistä peli-ja tapahtumahistoriaa, ja palaan asiaan sen jälkeen.

Kiitos jo tässä vaiheessa.

Dear pelaaja12345,

Thank you very much for your reply and for forwarding the game history that is currently available to you (even though it is only the standard version visible to players and not the internal one that includes bonus status details). It is still helpful at this stage.

Based on the screenshot you shared of the promotion you used, I can clearly see that the free spins winnings are limited to €300.

However, this screenshot does not mention any maximum cashout limit related to the main part of the bonus deposited with €50, which creates an important point of uncertainty.

To clarify this further, I checked the casino’s general bonus terms and this is what I found:

q) We reserve the right to limit player withdrawable winnings from a no deposit bonus to €50, unless stated otherwise in the terms. Any other bonus is limited to a max withdrawable win of €300, unless stated otherwise.

This is quite confusing, because according to this rule, any bonus (even deposit bonuses) are limited to €300 withdrawal, unless another limit is specified in the bonus-specific promotional terms. In this case, the promotional page you used only clearly specifies the €300 limit for the free spins, not for the rest of the bonus balance.

So based on this, my current understanding is as follows:

• €300 max cashout from free spins (confirmed in the promotional screenshot),
• BUT the max cashout of the deposit bonus part is not explicitly stated, so applying the €300 limit to that part as well seems questionable.

Therefore, before we contact the casino, we need to determine which bonus portion was active at the time your balance increased, and when (or if) your real money was actually lost.

To proceed, I would kindly ask you to request the following from the casino:

Internal game and balance history for 12.12.2025 – 14.12.2025, including:

• timestamps of spins and wins,
• clear indication of when real balance switched to bonus balance,
• identification of which bonus was active at each moment (main bonus or free spins),
• any system log showing how the €129 was categorized (real or bonus funds).

Once you receive this, please forward it to petronela.k@casino.guru.

Thank you in advance for your reply.

Hello,

I have tried to get this information a few times now, but they don't provide any more details, other than saying that "Our team has already reviewed and processed the matter several times, and no additional funds will be processed. The decision is final and irrevocable."

They refuse to provide the requested information, only saying that I can see it myself, and claiming that part of my own money was lost, when the balance was 129 euros, in which case the game would have continued only with bonus money.

I think I won about 6 euros from those free spins, I just don't understand because I don't think I was ever this low on my balance.

I will email you our latest conversation.

Hei,

Olen muutaman kerran nyt yrittänyt saada kyseisiä tietoja, mutta he eivät kerro mitään tarkempia tietoja, muutakun sanovat, että "Tiimimme on jo tarkastanut ja käsitellyt asian useita kertoja, eikä ylimääräisiä varoja tulla käsittelemään. Päätös on lopullinen ja peruuttamaton."

He eivät suostu antamaan pyytämiä tietoja, vaan sanovat vain, että näen ne itse, ja väittävät oman rahan osuuden hävityksi, kun saldoa on ollut 129 euroa, jolloin pelaaminen olisi jatkunut vain bonusrahalla.

Taisin voittaa niistä ilmaiskierroksista n. 6 euroa, en vaan ymmärrä, koska mielestäni en ollut missään vaiheessa näin alhaalla saldossa.

Laitan sinulle sähköpostilla viimeisimmän keskustelumme.

Dear pelaaja12345,

I’m sorry for my delayed reply and for getting back to you only after one week.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you at this moment. Your Resolver will contact you through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear pelaaja12345,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Slotbox Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thanks for raising this with us.

In reviewing the past communication regarding the matter the terms and conditions were provided and explained several times across different contacts; the client's query to the team was consistently around disputing that their deposit was lost and that the winnings were with deposited funds, our support team explained on each occasion that their deposit was lost before a withdrawal was requested and that the winnings were accumulated with converted bonus funds, this was also raised for a re-review for the client several times to ensure the decision was correct and that the bonus terms/ mechanics were correct when limiting the withdrawal in line with the maximum withdrawal limit. which in this case was 300.

Timeline:

1. 2025-12-12 17:40:20 - Deposit 50.00 (Total balance: €50.33)
2. 2025-12-12 17:41:35 - Free spins converted to €6.25 bonus (Cash + bonus balance: €56.58 )
3. 2025-12-12 17:50:29 - Bonus wagering complete - Total balance: €183.68 (Cash balance €54.46, converted bonus balance: €129.22)
4. 2025-12-12 17:53:51- Deposited funds lost - total balance €126.18 - Play continued, balance drops to €12.58 at it's lowest
5. 2025-12-13 10:55:25 - Play had continued with the converted bonus funds (no new deposit was made) and eventually a withdrawal was requested of €1260. The gameplay was checked and the maximum withdrawal limit was applied

It's worth noting that a limit does not apply to the deposited part of winnings, just the converted bonus funds, when a client is playing with both deposited and converted bonus funds, bets with the deposited funds are taken first. In this case when this term is considered then the deposit was lost and winnings were with converted funds:

• ..... If a player turns a bonus real and has a previous real money balance and begins wagering, the real money balance will be used to wager first. Winnings from bonus funds are used once your previous cash balance reaches zero or is insufficient to meet the stake.

We can provide the game logs if required but we hope the timeline breakdown of the play helps clarify this, we will add again that to date the client has not disputed the maximum win term with us but that the winnings were with deposited funds which we explained was not the case. We would like to reassure the client that we made every effort to address their questions when they contacted us.

Dear Slotbox Casino,

Thank you very much for taking the time to explain the situation — I truly appreciate it.

I would kindly like to ask whether you could provide the game log and send it to my email address (martina.b@casino.guru). I would like to have all available information and documentation so I can make a fair and well-informed decision.

Thank you in advance for your cooperation. I look forward to your response.

Hello,

If I have wagered the bonus portion (€6.24) in full at 17:50:29 and my balance after this is €183.68, won't the bonus money be transferred to "my own" money that I can withdraw? After wagering the bonus, I have less than €300, meaning the maximum winning limit will not be exceeded during the bonus.

When the bonus has been wagered in full, meaning I lose the deposit amount of €50 of my own money, how do the funds turn back into bonus money, even though the wagering has been completed?

Should I have made a withdrawal as soon as the bonus was wagered, and then deposited the same amount back into the gaming account so that I wouldn't have lost the money I won?

--

Your second bonus worked in such a way that there was a withdrawal limit of 100 euros, so when I had completed the wagering and had about 250€ in my account, my balance changed directly to 100€ after my wagering, which I was able to withdraw. If I had continued playing and increased my balance to even 200€ and made a withdrawal, would you have reduced my balance again for withdrawal and only withdrawn 100€?

Hei,

Jos olen saanut bonusosuuden (6,24€) kierrätettyä kello 17:50:29 kokonaan ja saldoni tämän jälkeen on 183,68€, niin eikö bonusraha siirry "omaksi" rahaksi, jonka voi kotiuttaa? Kun bonus on saatu kierrätettyä, minulla on alle 300€, eli bonuksen aikana maksimivoittoraja ei ylity.

Kun bonus on kierrätetty kokonaan, eli omista rahoista häviän talletuksen verran 50€, niin miten varat muuttuvat uudelleen bonusrahaksi, vaikka kierrätys on suoritettu?

Olisiko minun pitänyt tehdä heti kotiutus kun bonus kierrätetty, ja sen jälkeen tallettaa sama summa uudestaan pelitilille, jotta en olisi menettänyt voitettuja rahoja?

--

Teidän toinen bonus toimi niin, jossa oli 100 euron kotiutusraja, että kun olin saanut kierrätyksen suoritettua ja pelitililläni oli n. 250€, saldoni muuttui suoraan 100€ kierrätykseni jälkeen, jonka pystyin kotiuttamaan. Jos olisin jatkanut pelaamista ja noussut saldossa vaikka 200€ ja tehnyt kotiutuksen, olisitteko uudestaan vähentänyt minun saldoa kotiutukseen ja kotiuttanut vain 100€ ?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Martina,

We have emailed you directly as requested.

Dear pelaaja12345, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Martina, we replied to your email last week with the additional details you requested.

Dear Slotbox Casino,

That is correct, thank you!. I have followed up on your email last week and kindly await your response. I appreciate your assistance and look forward to hearing from you soon. Thank you very much in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Martina, I already replied to your follow up message with additional information but I see the status of the thread was updated that you are awaiting my reply. Please check for my last response in your emails.

Dear Slotbox Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Please bear with us and we will update you via email Martina. Thanks for your patience.

Dear Slotbox Casino Team,

Thank you very much!

I would appreciate it if you could kindly prioritize this case and inform me as soon as possible once you have an update.

When you send the email, could you also please post a short message here in the thread so that it does not get overlooked?

Thank you very much in advance for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Martina, I have responded to you via email.

Dear Slotbox Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Martina, I received your response and will come back to you on this. Thanks for your patience.

Dear Slotbox Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have replied to you by email Martina.

Greetings all,

Thank you, Slotbox Casino Team, for providing all the relevant information and supporting evidence regarding this case.

Dear pelaaja12345,

After carefully reviewing all the available information, we regret to inform you that we are obliged to reject your complaint. Based on the evidence provided, the casino appears to have acted in accordance with the Terms and Conditions you agreed to upon registration.

We understand that this may not have been a positive user experience, and I am truly sorry for that.

Please rest assured that, as an independent party, we have thoroughly reviewed all the evidence, and our decision is based solely on verified facts and an objective assessment.

You are, of course, entitled to disagree with our conclusion and may consider contacting the relevant licensing authority if you believe your case warrants further review.

I am sorry that we could not assist you further in this matter. However, if you encounter any issues with this or any other casino in the future, please do not hesitate to reach out — we are here to help.