Box24 Casino FAQ
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Box24 Casino FAQ

How do I create an account?
To create an account, simply click on the “Join now” button, fill out your information, select the preferred currency of your account, and select “Sign me up”.
How do I update my profile?
Fill out your profile information upon registration. If at any point after registration you wish to modify your information– simply click the LiveChat button on the right hand side of your screen, and one of Customer Experience representatives will be more than glad to assist you.
I forgot my registration e-mail/username/password.
If you do not remember the e-mail address or username you signed up with, please contact Box24 Casino's security department at support@box24casino.com and Box24 Casino will get back to you in up to 24h.
If you do not remember your password, please select “Login” – “Forgot login details?” enter your registration e-mail or username, and select “Next”. Box24 Casino will send you an e-mail containing a link that will help you reset your password.
Why can’t I login to my account?
If your username and password are correct but you cannot login to your account, try clearing your browser’s cache (Question 5) and refresh the page.
If you still cannot login, please contact Box24 Casino at support@box24casino.com.
How do I verify my account?
To verify your account, please provide Box24 Casino with the following documents:
a. Copy of valid photo id (driver’s license, passport, national identity card);
b. Utility bill (must match the address you registered on your Box24Casino account, issued date must not be older than 3 months);
c. Front copy of all credit cards used in the past 6 months on your Box24Casino account;
d. Authorization voucher for all credit cards used in the past 6 months on your Box24Casino account.
You may send your documents via e-mail to security@box24casino.com . your documents will be reviewed in up to 48h.
How do I close my account?
If you decide to close your account, please contact Box24 Casino via LiveChat to get in touch with a representative. Alternatively, send your request via e-mail to security@box24casino.com

What is slots volatility?
Slots volatility is an aspect of a slot that effectively commands the rate of winning. Volatility describes how often and how much you can expect to win during your playing sessions. Slots can have three types of volatility, as explained below:

Low volatility slots are the ones that pay out frequently. The payouts are small and might be occurring every five spins or so.
Medium volatility slots tend to pay out big enough from time to time to make you keep playing and hoping you can win a big jackpot.
High volatility slots offer high risk, high thrill and a fast paced gaming experience. In this case, the payouts are larger, but fewer and farther between. When you win, you win big, huge and enormous!

For you, choosing a slots volatility depends on the type of gaming experience you look for: safe, thrilling or extraordinary.
Bonuses
Where can I find the daily promotions?
To view Box24 Casino's daily offers as well as the ongoing tournaments, please select “Promotions” under the main menu on the left side of your screen.
How can I redeem a bonus code?
To redeem a promotional bonus, simply follow the link received via e-mail, or click on the e-mail header, and login to your account. The bonus will be automatically credited, and you can start playing right away! If the link misbehaves and the bonus is not automatically credited, please claim the offer via LiveChat.
What games can I play with my bonus?
Sign up bonuses and free bonuses can be used only on games provided by Pragmatic Play. Cash money can be used on all available games (Rival, Betsoft, VIG, Microgaming, Netent).

Deposit bonuses can be used as follows:
Rival games – cap 40% from deposit
Betsoft games – cap 20% from deposit
Micrograming games – cap 0% from deposit
Netent games – cap 0% from deposit

(ex: if you make a USD 100 deposit, and receive USD 500 bonus, you can play Rival games with USD 140)
Why are some games greyed out?
This means that you do not have enough balance available for that particular game. To unlock the games, you will need to make a new deposit.
Can I forfeit a bonus?
If you wish to forfeit a bonus, please contact Box24 Casino via LiveChat.
Does the bonus expire?
Bonuses credited to your account do not expire. Any promotional deals you receive via e-mail or SMS will have the set availability of the bonus stated in the offer.
How much can I withdraw from the sign up bonus?

The maximum withdrawal limit from a Sign-up Bonus is$100. To request a withdrawal from a Sign-up bonus, you must complete the wagering requirement which is x75. In order to request a withdrawal from a Sign-up Bonus, you must have at least 1 deposit made into your Box24Casino account.
Only the first bonus applied on the customer's account is considered a Sign-up Bonus. The subsequent free bonuses that a Member receives before making their first deposit are not considered withdrawable.
What is cashback?
Cash Back Bonus is a monetary reward representing a certain amount of the deposit money that has been put into the Games, which you can claim back.
If you choose to play with a cashback bonus you will be credited for it only after you have lost the corresponding deposit.
What is bonus abuse?
Bonus abuse takes place when the Member has no intention to use the casino Bonus for entertainment but instead utilizes systematic-betting, advantage-betting techniques or betting at later extent, in order to manipulate the casino Games in her/his favor. Free Bonus abuse and Bonus betting systems shall not be tolerated at Box24Casino.
Members found using these methods shall be immediately blacklisted, and their original deposit amount refunded, unless the Member receives a total payout that exceeds her/his initial deposits amount. In such cases, no further refund shall be initiated. Any winnings made using methods of systematic-betting or advantage-betting shall be considered fraudulent and shall immediately become void.
How many bonuses can I receive between deposits?
Free bonuses are awarded based on the activity on the account. You can check if you are eligible to receive a free bonus at all times, by contacting Box24 Casino on Live Chat
How many free bonuses can I receive before 1st deposit?
Members who have never made a deposit on their account cannot receive more than three (3) sign-up promotions.
How do I track my wagering activity?
To check your game sessions and wagering progress, please click on “My account” and select “Game sessions” (hyperlink). You will find a list of the recent bets you have played, active bonuses, and remaining wagering amount.

How much can I withdraw from bonus money?

Please be advised all bonus money comes with a wagering requirement of x99.
The maximum withdrawal limits from free Bonus Money, depending on the Member’s VIP level are:
a. VIP Silver Level Members have a $200 maximum withdrawal limit per free bonus per week;
b. VIP Gold Level Members have a $200 maximum withdrawal limit per free bonus per week;
c. VIP Platinum Level Members have a $500 maximum withdrawal limit per free bonus per week;
d. VIP Titanium and VIP Master Level Members have a custom maximum withdrawal limit per free bonus per week.
Financial
What is the minimum deposit?
The minimum deposit amount is $25.
What methods can I use to deposit? Are there any deposit fees? What will appear on my bank statement?
For a complete list of deposit methods available in your jurisdiction, applicable fees, and billing descriptor information please refer to Box24 Casino's Banking Page.
How do I request a cashout?
To request a payout, please go to “My Account” and select “Withdrawal”. Enter the amount you wish to cashout, and select your preferred payment method. For applicable fees and processing timeframes please feel free to consult Box24 Casino's Banking Page.
Are there withdrawal limits?
Withdrawal limits apply based on your VIP level. For full details on how much you can withdraw, please refer to Box24 Casino's Banking Page.
For details on how you can level up, Box24 Casino recommends you visit Box24 Casino's Vip Club page.
My deposit was declined. What do I do?
The first thing to try is deleting your temporary Internet files (cache) and cookies. There might be something in your web browser causing Box24Casino to load incorrectly.

Google Chrome:
Click Chrome menu on the browser toolbar
Select Tools
Select Clear browsing data
Use checkboxes to select "Cookies and other site and plug-in data" and "Cached images and files"
Click "Clear browsing data"

Mozilla Firefox:
Choose Tools
Select options
Check under the tab called Privacy
Choose Remove individual cookies

Internet Explorer:
Choose Tools
Select Internet Options
Check under the tab General
Press delete and then delete all cookies

Safari:
Open Safari if it is not already open
Choose Safari > Preferences, and then click Privacy
Click Details
Select one or more website that stores cookies, and then click Remove or Remove All
When you finish removing websites, click Done

On your iPhone:
From the Home screen, choose Settings > Safari
Tap Clear Cookies

iPhone iOS 9 or iOS 8:
Launch Settings app on your iPhone
Scroll down and tap on Safari
Tap on Clear History and Website Data
Confirm it by tapping on Clear History and Website Data from the bottom.

On your Android:
Launch your browser
Press the Menu key, then press More
Press Settings
Scroll down to the Privacy Settings section
Press Clear All Cookie Data
Press OK

If you have cleared your cache and cookies yet you can still not successfully deposit into your account, it may be a problem related to the payment method you are using.

Debit/Credit cards
a. Check your available balance
b. Contact your financial institution and authorize international purchases – some banks might block the transaction as a precaution to protect you from unwanted charges.
Online wallets
a. Check the balance of your online wallet account
b. Make sure your login credentials are up to date
If you are still experiencing issues with your deposit, please do not hesitate to contact Box24 Casino via LiveChat. One of Box24 Casino's representatives will be more than glad to help!
When will I receive my cashout?
Depending on the payment method you have selected, your payment will be received in 3-7 business days. Please refer to Box24 Casino's Banking Page for full details on applicable processing fees and timeframes.
Why was my payout declined?
There are very few reasons why a withdrawal request will be automatically declined:
a. your documents are not up to date
b. you have reached your monthly withdrawal limit
c. your account is under verification
Box24 Casino will inform you via e-mail as soon as your payout is declined, and help you get your money as fast as possible! You may also contact Box24 Casino via LiveChat at any point to check on the status of your cashout request.
What is the verification process?
Security and Management reserve the right to choose Accounts with pending payouts randomly for an additional verification process. The process includes but is not limited to a review and authentication of the paperwork that has been received; verification that Account information matches the documents on file; and a thorough review of the Game sessions.
This procedure can be performed up to twice per year and depends significantly on the security level set by Box24 Casino's Risk and Security Department.

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