BoxBet.io Casino - Povlačenje igrača je odloženo u Boxbet kazinu.

Hello Casino.Guru team,

I would like to file a complaint regarding Boxbet Casino and their handling of my withdrawal request.

On December 20th, 2025, I made a deposit to Boxbet and accepted a promotional bonus they offered. I carefully reviewed and complied with all of their bonus terms and wagering requirements. After completing the required wagering, my account balance was 7,202.20 USD.

I then requested a withdrawal of this amount. However, Boxbet rejected my withdrawal multiple times, claiming the need for additional verification. I submitted all required documents several times and completing both their basic verification and pro-level verification processes.

According to the information on their website, verified users are subject to the following withdrawal limits:

• Basic verification: up to 10,000 USD per day
• Pro-level verification: above 10,000 USD per day

After achieving pro-level verification on December 26th, 2025, I was finally able to submit a withdrawal request that was no longer instantly rejected. However, since that date, my withdrawal has remained in "reserved" status on my account’s transaction history.

Despite numerous attempts to contact Boxbet’s live chat support and email, I have received no concrete updates. Their employees repeatedly state that they cannot provide further information and refuse to escalate the matter. My funds have been frozen for over three weeks without any valid reason.

Given that I have met all terms, have a fully verified account, and have not breached any of Boxbet’s policies, I believe they are unreasonably delaying or withholding my funds.

I kindly request your assistance in mediating this dispute and helping me recover my 7,202.20 USD withdrawal from Boxbet.

Thank you for your time and help.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear HelloMyNameIsOO,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• What specific documents did you submit for the verification process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Hello Petra,

I have not withdrawn any funds from Boxbet since this was my first attempt to do so. As I said in my previous message, I completed both of their verification levels. I sent Boxbet my proof of address and ID along with a liveliness check.

Thank you for taking this case and helping me receive my funds.

Thank you for your reply and for providing the previous details, HelloMyNameIsOO.

• Which payment method did you choose to withdraw your winnings? Was it the same one you used for the deposit?
• Was your Payment Method verified?
• Have you noticed any specific reasons stated by Boxbet for the delay in processing your withdrawal?
• Could you provide any additional communication you had with the casino regarding your withdrawal request? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello Petra!

I used USDT for both my deposit and for my withdrawal request. I'm not sure what you mean by was the payment method verified. I submitted 2/2 verification levels requested by BoxBet and this everything they have asked for and what is even possible to submit on their website.

BoxBet has not given me any reason why my withdrawal is taking such a long time. I sent them an email on the 4th of January asking what is taking such a long time with my withdrawal but BoxBet ignored this and never replied. Additionally I have been in the live chat for at least 3 times but have not received any clear explanation about the situation.

Thank you for your help on this matter! I sent you a screenshot of the email I sent to BoxBet.

Dear HelloMyNameIsOO

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 Hadi (hadi.a@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 right now. Your Resolver will reach out 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.

Kind regards,

Petra

Hello HelloMyNameIsOO,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

Hi Hadi!

Thank you. I'll keep this thread updated if there's anything to update. Still haven't received any funds nor has BoxBet contacted me about an update or anything else.

Hey,

Have you heard anything from BoxBet?

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.

Dear HelloMyNameIsOO,

Thank you for your patience. I would like to update you on the current status of your complaint and share important information we have received from Boxbet Casino.

The casino has contacted us, as they were not yet able to respond directly in this thread. They have provided an official statement regarding your case, which I am sharing below in full for transparency:

Casino statement (Boxbet.io):

Further to a comprehensive internal investigation into the player account associated with the CasinoGuru member "HelloMyNameIsOO", Boxbet.io has concluded the following:

• The account activity was reviewed in accordance with our Terms and Conditions, Anti-Fraud Policy, and Responsible Gaming Framework.

• Transaction history, gameplay behavior, and withdrawal requests were examined by our Compliance team.

• The withdrawal delay occurred as part of a standard verification and compliance review process.

During the mandatory KYC verification process, it was identified that the player account is registered in Finland.

As outlined in Boxbet.io’s Terms and Conditions, bonuses are not available to players from restricted jurisdictions, including Finland. As the account was opened and bonuses were claimed from a restricted jurisdiction, Boxbet.io states that it is unable to process the withdrawal of winnings generated from bonus-related play.

Resolution and goodwill measures:

• The player’s original deposit will be fully refunded.

• An additional 50 USDT will be added as a goodwill gesture.

• After completion of this transaction, the account will be permanently closed.

This represents Boxbet.io’s final position on the matter.

At this stage, the casino is asserting that your winnings are void due to bonus eligibility restrictions for players from Finland and is offering a refund of the original deposit plus a goodwill amount.

Please review this information carefully and let us know your position regarding the casino’s proposed resolution. In particular, it would be helpful if you could confirm:

• Whether you were informed at any point, prior to playing, that bonuses were not available to players from Finland
• Whether the bonus restrictions were clearly visible and enforced at the time the bonus was accepted
• Whether you have already received, or later receive, the proposed deposit refund and goodwill payment

Once we have your feedback, we will evaluate the situation further and determine whether the casino’s handling of the bonus eligibility and withdrawal aligns with fair practices and transparency standards.

We will continue assisting you and keep monitoring the case closely.

Hello HelloMyNameIsOO & Casino Guru Team,

Thank you for taking the time to raise your concern and for bringing this matter to our attention via Casino Guru.

We appreciate your feedback and understand the importance of clarity and fairness. 

Further to a comprehensive internal investigation into the player account associated with the CasinoGuru member "HelloMyNameIsOO", Boxbet.io has concluded the following:

• The account activity was reviewed in accordance with our Terms and Conditions, Anti-Fraud Policy, and Responsible Gaming Framework.

• Transaction history, gameplay behavior, and withdrawal requests were examined by our Compliance team.

• The withdrawal delay occurred as part of a standard verification and compliance review process, which is applied consistently to ensure regulatory adherence and platform integrity.

At this time, the account review has been completed, and Boxbet.io has acted in accordance with its published policies and contractual obligations.

During the mandatory KYC (Know Your Customer) verification process, it was identified that the player account is registered in Finland.

As clearly outlined in Boxbet.io’s Terms and Conditions, we are unable to provide certain services—including the awarding of bonuses—to residents of specific restricted jurisdictions.

Our Terms and Conditions expressly state:

"Bonuses are not available to players from restricted jurisdictions, including but not limited to […] Finland, and any country restricted by the Anjouan Gaming Authority."

As the account was opened and bonuses were claimed from a restricted jurisdiction, Boxbet.io is unable to process the withdrawal of any winnings generated from such bonus-related play. All actions taken are fully aligned with our published Terms and regulatory obligations.

Resolution and Goodwill Measures

Notwithstanding the above, we acknowledge that the verification process took longer than expected. In the interest of fairness and customer goodwill, Boxbet.io has implemented the following resolution:

• Deposit Refund: The player’s original deposit will be released and fully refunded.

• Goodwill Gesture: An additional 50 USDT has been credited to the refund as a goodwill gesture in recognition of the delay experienced.

• Account Status: Following completion of this transaction, the account will be permanently closed in accordance with our compliance policies.

This resolution represents Boxbet.io’s final position on the matter and reflects our commitment to regulatory compliance, transparency, and fair treatment of players.

Should further clarification be required, our Compliance Department remains available to assist.

Thank you.

Boxbet.io Representative

Dear Casino.Guru team,

Thank you for your continued assistance with my case.

I would like to respond to Boxbet’s latest statement and present concrete, independently verifiable evidence that Finland was added to their bonus restriction list only after my deposit, wagering, and withdrawal attempts.

I made my deposit and accepted the bonus on 20 December 2025 .

Evidence from the Wayback Machine (20 December 2025):

The Wayback Machine (web.archive.org) is a public internet archive that automatically captures and timestamps snapshots of web pages. It provides independent proof of what a page looked like at a specific date.

There is a snapshot of Boxbet’s Bonus Terms & Conditions page from 20 December 2025, which is on the same day as my deposit and bonus activation and while my play and wagering were ongoing:

https://web.archive.org/web/20251220105223/https://boxbet.io/en/terms/bonusTermsConditions

Because of how Boxbet’s site is built, the bonus terms content is embedded in the source code rather than shown fully on screen in this snapshot. However, the relevant text is clearly visible in the page source.

How you can verify this yourselves:

1. Open: https://web.archive.org/web/20251220105223/https://boxbet.io/en/terms/bonusTermsConditions
2. Right‑click the page and choose "View Page Source" (or press Ctrl+U).
3. Press Ctrl+F and search for: prohibited_residency_list
4. You will see the following text in the archived source (20.12.2025):

"prohibited_residency_list":"United States, United Kingdom, France, Spain, Switzerland, Netherlands, United Arab Emirates, and any territory restricted by the Anjouan Gaming Authority"

• Now search for "Finland" in the same source. It appears only once, in a generic country list (for example in a country dropdown), but not in any bonus or restriction clause.

This shows that on 20 December 2025, Boxbet’s bonus terms did not list Finland as a restricted jurisdiction for bonuses.

I have saved the complete archived source code as a file and can provide it to you via email if you would like to inspect or diff it directly.

Current live version where Finland has been added:

In the current live version of the same Bonus Terms & Conditions page (https://boxbet.io/en/terms/bonusTermsConditions), the corresponding text has changed. In the live source, the same key now reads:

"prohibited_residency_list":"United States, United Kingdom, France, Spain, Switzerland, Netherlands, Finland, United Arab Emirates, and any country restricted by the Anjouan Gaming Authority"

So the only difference between the archived 20.12.2025 version and the present version is that "Finland" has been inserted into this list between "Netherlands" and "United Arab Emirates".

To summarize clearly:

Archived 20.12.2025 (the day of my deposit and bonus use):

... Switzerland, Netherlands, United Arab Emirates, and any territory restricted by the Anjouan Gaming Authority

Current live version (now):

... Switzerland, Netherlands, Finland, United Arab Emirates, and any country restricted by the Anjouan Gaming Authority

This is direct, technical evidence that Finland was not a restricted jurisdiction in the Bonus Terms when I played, and that it was added afterwards.

Additional inconsistencies in Boxbet’s position:

Alongside this, there are further issues with Boxbet’s claim that bonuses are not available to Finnish players "under their license":

• In Boxbet’s main Terms & Conditions (Eligibility / Access Restrictions section), Finland is still not listed as a restricted country.
• In Boxbet’s separate Casino Terms, bonuses are restricted only for Sweden; again, Finland is not mentioned.
• Independent information about the Anjouan Gaming Authority’s restricted countries does not list Finland as a restricted jurisdiction.
• Boxbet accepted my registration, my deposit on 20 December 2025, my acceptance of the bonus, and then subjected me to full KYC (basic + pro) while clearly seeing that I am a Finnish resident. At no point before or during play was I informed that Finnish players are ineligible for bonuses.

Continued in next message due to messages length limit.

Boxbet only raised the "Finland is restricted" issue after I completed wagering and requested a withdrawal of 7,202.20 USD. The archived evidence strongly supports that they then edited their bonus terms to add Finland retroactively and are now trying to use this altered version to void my winnings.

My position and request:

Given the above:

• The archived Bonus Terms from 20.12.2025 prove that Finland was not a restricted jurisdiction at the time of my play.
• The current Bonus Terms show that Finland was added later to the restricted list.
• Boxbet’s claim that my winnings are void because I am from a "restricted jurisdiction" is therefore based on terms that did not exist when I played.

I respectfully request that Casino.Guru:

• Independently verify the Wayback Machine snapshot and the current live source as outlined above.
• Recognise that retroactively adding "Finland" to the bonus restrictions and using that to confiscate already‑earned winnings is an unfair and predatory practice.
• Conclude that Boxbet must honor the original terms in force at the time of my deposit and play (20 December 2025) and pay my full withdrawal of 7,202.20 USD, rather than only refunding my deposit plus a small goodwill token.

If needed, I am happy to:

• Provide the full archived source code file of the 20.12.2025 snapshot.
• Provide side‑by‑side text comparisons of the relevant lines.
• Supply any additional documentation you request.

Thank you again for your time and for carefully reviewing this evidence.

We respectfully disagree with the player’s allegations and would like to clarify the following:

1. Finland Was Already a Restricted Jurisdiction

At the time of the player’s registration and gameplay on 20 December 2025, Finland was already a restricted jurisdiction under Boxbet’s Terms and Conditions and its obligations under the Anjouan Gaming Authority license. Under Anjouanregulatory requirements, services including bonuses cannot be granted to players from restricted jurisdictions.

The bonus page referenced by the player is supplementary and does not override the general Terms, jurisdictional restrictions, or licensing requirements. The absence of an explicit mention of Finland on a specific bonus page does not confer bonus eligibility.

2. No Retroactive Application of Terms

Boxbet did not retroactively modify its terms to confiscate winnings. Any subsequent updates to the bonus terms page were made solely to clarify and align the displayed information with existing jurisdiction restrictions already in force. These changes were explanatory in nature and did not introduce new eligibility conditions after the player’s gameplay.

3. Bonus Eligibility Remains Conditional Despite Wagering Completion

While the system allowed the player to register, claim a bonus, and complete wagering, system acceptance does not guarantee eligibility. As clearly stated in Boxbet’s Terms, bonuses granted in error to players from restricted jurisdictions may be revoked, and any winnings derived from such bonuses may be voided. The restriction was identified during standard withdrawal compliance checks, which include jurisdiction verification and are a routine compliance requirement.

Despite the player being ineligible for the bonus, Boxbet will refund the original deposit and provide an additional goodwill amount, which exceeds minimum obligations and reflects a fair and reasonable resolution.

For these reasons, Boxbet maintains that the complaint should be rejected, and the resolution already offered should be considered fair and final.

Dear HelloMyNameIsOO and Boxbet Team,

Thank you both for the detailed explanations.

Given the differing positions, I will need to review the relevant evidence before proceeding further. I kindly ask both parties to send any supporting documentation related to this case directly to my email at hadi.a@casino.guru.

HelloMyNameIsOO, please include the archived evidence you referenced, along with any supporting comparisons or timestamps.

Boxbet Team, please provide the applicable Terms and Conditions in force on 20 December 2025 and any documentation supporting your position regarding jurisdiction restrictions.

Once reviewed, I will follow up with the next steps.

Kind regards,

Hadi

Hello Hadi,

Thank you for your message.

I have just sent you an email with all the requested documentation, including:

• The Wayback Machine HTML of the bonus terms from 20 December 2025.
• The current bonus terms.
• The current general terms and conditions.
• Screenshots highlighting the relevant lines.

If you need anything else from my side, I will be happy to provide it.

Kind regards,

HelloMyNameIsOO

Dear HelloMyNameIsOO,

Thank you for your prompt response.

I have received your email and am in the process of reviewing its contents. I will provide you with an update as soon as possible. I appreciate your patience during this time.

Regarding your request for the applicable Terms and Conditions in force on 20 December 2025, please note that while our Terms and Conditions may be updated periodically to improve clarity and compliance, the jurisdictional restrictions applicable under our Anjouan license have remained consistent since the beginning of our operations.

Our position is based on the licensing framework under which we operate. The Anjouan license restricts access from certain jurisdictions in accordance with regulatory requirements. These restrictions have not changed, and Finland has always fallen under restricted territories as per our compliance obligations.

At this time, we do not maintain publicly timestamped historical versions of our Terms and Conditions. However, we confirm that no retroactive changes were made to target this specific player or case. Any updates to the wording of the Terms are made for clarification purposes and do not alter the underlying regulatory restrictions imposed by our license.

For your review, we are providing:

• The current Terms and Conditions - https://boxbet.io/en/terms/termsConditions
• The section outlining jurisdictional restrictions & Confirmation of our licensing framework and compliance obligations - https://anjouangaming.com/legal-basis-regulatory-authority/

Attaching the following part which clearly outlines: 

• Licence holders must comply with all applicable laws in the jurisdictions in which they operate
• Anjouan Gaming licences do not override local prohibitions or regulatory requirements
• Operators remain solely responsible for geo-blocking, market access controls, and local compliance

Dear Boxbet.io Team,

We have reviewed your latest statements regarding this case. However, your position is not substantiated by verifiable evidence. You claim that Finland was always a restricted jurisdiction under your Anjouan license, yet you cannot provide the Terms and Conditions in force on 20 December 2025, the date the player deposited and accepted the bonus.

The player has submitted timestamped evidence from the Wayback Machine showing that:

• Finland was not listed as a restricted jurisdiction on the Bonus Terms page on 20 December 2025.
• The player successfully registered from Finland, claimed the bonus, and completed full wagering.
• Full KYC (basic + pro verification) was completed without any restrictions flagged.

Additionally, the publicly available Anjouan regulatory information (https://anjouangaming.com/legal-basis-regulatory-authority/) does not list Finland as a restricted country. This further supports that Finland was not a prohibited jurisdiction at the time of play.

Your claim that updates were only clarifications does not address the fact that the player’s winnings were earned under terms in force at the time of play. Retroactively applying restrictions to void winnings is unfair to the player.

We now formally escalate this case and request that any supporting documentation or evidence you have regarding Finland’s supposed restriction be submitted to hadi.a@casino.guru immediately.

Until such evidence is provided, or the player’s full withdrawal of 7,202.20 USD is processed, the case will remain open. We expect your cooperation to resolve this matter promptly and transparently.

Kind regards,

Hadi

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.

Dear Hadi,

We have carefully reviewed your message and the player’s claims.

We respectfully maintain that Finland was a restricted jurisdiction under our Anjouan license at the time of the player’s activity. Our Terms and Conditions, legally binding and communicated upon account registration and bonus acceptance, clearly reflect these restrictions. Any updates made to the Terms were clarifications and did not alter the validity of restrictions in force.

The player’s submission, including archived snapshots, does not override the legally binding Terms and Conditions that governed the activity. All actions taken, including bonus eligibility and account verification, were in full compliance with regulatory obligations and internal policies.

At this stage, we consider our position fully substantiated and no further documentation will be provided. Our decision stands, and we trust Casino Guru will take this into account when reaching a final determination.

Kind regards,

Boxbet Team

Thank you for your response.

After reviewing all available information and documentation, we conclude that the restriction invoked by the casino was not sufficiently communicated or made reasonably knowable to the player at the time of gameplay.

Regardless of whether the casino considers the restriction valid under its internal interpretation of the terms, the player had no clear or reasonable way to be aware of such a limitation when they deposited and played. The responsibility to clearly inform users of applicable restrictions rests with the operator.

For this reason, we cannot support the casino’s position in this case. As no satisfactory resolution has been reached, the complaint will be closed as unresolved.