SandBox Casino - Support and Complaints Thread

Welcome to the LCB forums SandBox Casino Support!! 

Welcome to the best forum 

Thank you, glad to be here!

Welcome to the LCB forum SandBox Casino Representative! Thank you for being available to assist our members! 

Welcome to the LCB forum! 

Thanks everyone =)

Hi Sandbox Casino and welcome to the forum.

I see you offered a signed up bonus, that can only used for the Bonus section.

However I noticed there are only Pragmatic Play slots,and Unfortunately I am restricted from their games so I cannot use the $12 USD bonus in my account. Can it be changed so other games can be played?

If not, if I decide to take the welcome offer of 200%, will the same apply to me as well?

THanks in advance.

Welcome to LCB Forum, glad to have you here! 

Welcome to LCB! 

Great question! At the moment that's the setup and we cannot change it, however we are working on getting an approval from other providers to be able to use bonus funds with more providers! I hope that answers the question. We also do not mind if a VPN is being used to play bonus funds as long is it is not being used towards any bonus abuse.

Let us know if you have anymore questions. 

On June 9, 2022 I signed up for an account and deposited $2K in BTC to the casino with NO bonus. I won big playing high limit slots and won over $5,300. I played through my deposits over 3X.

I submitted a withdrawal for $5,300 on June 9, 2022. Support Chat on the website said it would take 24 hours to process due to it being my first withdrawal.

On June 10, 2022 my account was suspended with the message “Your account has been suspended because we have detected suspicious activities.”

I contacted chat support but they could not provide an explanation. I also emailed their support but never got a reply. 

I followed all the terms, won big and should be paid ASAP. I did not have any bonuses associated with this account.

This is no way to treat a high roller customer. Zero communication from the casino. It looks like the casino doesn't want to pay because I won. Attached are screenshots showing them boasting on their website how I won big in two games.

Please pay me!

Sammy1

Hello Sammy1,

The Casino Representative has been notified. Please keep an eye on this thread for updates.

Hi! We can see our team did reach out to you and have provided information and sent an email. You are directly linked to several previously banned players and we do not tolerate such behavior. We have warned you several times that this will occur on all your other accounts.

However you always choose to try and take advantage and keep going. Continuesly trying to abuse our no KYC policy.  Please stop as we will no longer communicate on this matter. Everyone who plays fair gets paid with no issues our team would never shut down anyone without any reason. We hope you find the correct way to play. 

I would like to point out that the casino reinstated my account and paid me my winnings. They apologized and said their system flagged my wallet address (Coinbase) as possibly being associate with other accounts. Once they dug further, they realized it was a mistake.

I wish that was the end of the story, but it's gotten much worse....

On June 14, 2022 I deposited 0.21 BTC (approximately $4,700USD) in BTC at SandboxCasino.io 

I had one hell of a gambling session. I went up to $30K and then all the way down to $13K. I was playing really high-limit Mighty Gorilla Slot at $360/Spin. I then hit the bonus on the slot machine and won a whopping $118,512 USD!!!

In total I tried to cash out 5.8BTC ($127,000USD). The withdrawal was cancelled with a note it they were investigating the win with the game provider. They also zeroed out my BTC balance so I could not wager and put “adjustment” as the reason.

I understand the need to have the game provider verify it, but what happened next was shocking. After two days waiting, I was told to provide the following documents:

• 3 Pieces of government issued ID.
• 3 Utility Bills dated no older than 30 days.
• 1 Bank account statements showing transactions to Coinbase no older than 30 days.
• Proof of account holder of Coinbase account and that it's verified.
• Selfie holding piece of ID which todays date written on a piece of paper.

It should be noted that I previously deposited $2,000USD in BTC, won and successful withdrew $5,000USDin BTC.

Every comment on public forums by sandboxcasino.io states they are against KYC as evidenced by employee FrankBank’s post on bitcointalk.org where is promotes the casino. They posted on LCB.org that they have “no KYC policy”.

This casino is doing everything in their power to make it as difficult as possible to get my money. To the casino management- please stick to your stance posted on public forums about no KYC for crypto. The amount of requested information is ridiculous!

My big win is below!

Hello Sammy1,

We've contacted casino rep on your behalf and we are waiting for the response. Keep posted for a response on this forum thread.

I'm still waiting for a reply from the casino. I won fair and square. They are making lots of excuses not to pay me my fair win. 

Hello Sammy1,

We still haven't received a reply from the casino. We will ping them again and let you know as soon as we get a response from them.

The reason the casino hasn't tesponddd is because they scammed me out of $120,000! This casino is a pure scam!

Hello Sammy1,

I understand your frustration but there is nothing else we can do to escalate your issue. I will try pinging them again in a few days if no response until then. 

Hello, let us share the light on this issue with the player/players in question.

The player has been flagged by our system for a suspicious transaction linking him to a previously banned user for game exploitation. However when investigated manually by our agent, he found it to be a mixer transaction. Which didn’t alarm the agent in any way and he lifted the block and submitted for payment, which was paid in full and more to the client respecting the delayed payment and issuing bitcoin payment at a rate of initial request even when bitcoin has fallen.

Within the next 24 hours the system flags the account yet again, now this time management assigned a different agent to help with the investigation. At this exact time client goes on a streak of wins on a single game and hitting jackpots after jackpots. So we in tandem submit his wins for investigation directly with the game provider to inspect these oddly suspicious wins.

As our own investigation proceeds and we manually review all of the deposits made, we find the client to be linked to several users which were previously banned and some even recently active, for game exploitation and duplicates.

We have warned this group over and over to stop attempting to scam the casino and have issued numerous bans yet they seem to never stop. Which is why we inquired on a KYC submission to have a profile for future issues related to these exploiters.

Here's a few examples of the transaction origins:

3JjPf13Rd8g6WAyvg8yiPnrsdjJt1NP4FC
bc1qqxf98drymkq5awwtt685l6463tmtumlrvqfxv2
335umQ4egqMjDo6wSXYwQZYPntZzMveNTJ
bc1qqxf98drymkq5awwtt685l6463tmtumlrvqfxv2


As always we encourage fair play and transparency but we do not tolerate and we hope this message comes across once and for all.

Attached are also accounts linked not only by the mentionned deposit wallets but as well as IPs.

The IP address referenced is a VPN that multiple users of the VPN app share. This was explained to Sandboxcasino.io, but they refused to respond. In fact, they authorize the use of VPN on this very blog. I have provided  them with screenshots showing it's a VPN used my multiple users, but they ignore it. All they do is copy and paste this BS response. I won fair and square. I'm not part of any scam group.

I also provided them a complete log of my Coinbase transactions that show I'm not affiliated with anyone else's.  
 

This casino is using every excuse not to pay someone who won fair and square playing over $17,000 at $360/spin. 

When is Sandboxcasino.io going to pay me what I won fair and square? They never responded ti my last post about the IP address being a VPN.

On this very forum, they said VPN is okay to use. Now they are trying to say because I used a VPN IP address that was associated with another player who had their account closed, I should not receive my winnings. This is completely unfair and simply an excuse not to pay someone who won fair and square.

I also provided them my full Coinbase log, but they conveniently fail to respond to that too.

This is a warning to anyone who wins big at Sandboxcasino.io: they will brand you a scammer and close your account without paying you. 

Hello Sammy1,

The casino has sent us the proof of duplicated accounts using the same IP address. We do not advise the players to use VPN no matter if Casino says it's ok.

@SandboxCasino - You shouldn't be allowing users to use VPNs at the casino in any case in order to avoid these problems.

I followed all the rules and only used a popular VPN because Sandboxcasino.io said it was okay to use in THIS FORUM! 
 

I have done absolutely nothing wrong! I won fair and square. Sandboxcasino.io is now using a bogus IP VPN claim to avoid paying a LEGITIMATE $120,000 win! This casino is scamming me!

I want to share the email SandBoxCasino sent me on July 20, 2022 and my reply with proof that it’s a VPN.

Sandboxcasino.io ignored my response and still hasn’t paid me my legitimate win!

LCB.ORG: please help me. I won fair and square and deserve to be paid.

EMAIL FROM SandBoxCasino on June 20, 2022:

Good day to you, once more account was flagged and under review again for duplicate accounts on our platform alongside with game exploitation. 

We did mention last time to you/your dupe, that we do not tolerate such behaviour and we did warn you of this outcome. As it is against our terms and conditions.

We have attached a few examples linked to you. We will post this as well on all websites where you have/will submit a complaint as direct proof of no wrong doing from our end. 

There isn't anything further to discuss. Account has been closed and permanently banned. It will happen again if you keep this up. There won't be any further communication with you on this matter as everything has been said on numerous occasions. 

We strongly advise to stop this. We are not sure what are you expecting by keeping up with this nonsense. 

James Reed 

Risk Management 

Fun Play, Fair Pay.

SandboxCasino

Photos of accounts using same IP (provided by casino): https://i.ibb.co/LC8bNyL/A9-D25-F31-6564-4-E68-9-FD0-9-DDDD97-E1803.jpg

MY RESPONSE on June 20, 2022:

James-

Thank you so much for getting back to me and including your proof. If you would have told me this in the beginning, I could have cleared up the confusion without all this nightmare! It was never told to me that you were also using IP addresses to link these other accounts to me. In the bitcointalk.org forum you posted that VPN is okay to use. You also posted that VPN is okay to use on ICB.org forum.

I purchase the "VPN - Super a super Unlimited Proxy" app from the Apple App Store on June 10, 2022 (screenshot attached). The IP address logs you referenced below has 134.195.198.21 listed for me as first being used on June 13, 2022, which is long after it was used by any of those other players that I have nothing to do with.

The only connection is we all used the same VPN service. That particular IP address is associated with the VPN available on the app. What sets me apart is that I did not purchase the VPN service until June 10, 2022 as shown in my attached Apple confirmation. I also paid for the APP, which I’m sure all those other people, who registered way before me, probably only used the free 7-day trial. 

I am also including a screenshot of the my apple purchase of the app that includes date of purchase, App screenshots showing VPN and IP address it assigns for VPN. I encourage you to review the proof I have provided, which clearly shows I’m not associated with anyone else. Furthermore, please download the app for yourself and see what I’m talking about.

I hope we can move past this and realize it was a giant set of misunderstandings that delayed the payment. I will be happy to update my blog post after I receive payment and advise of the huge misunderstanding with a detailed explanation. 

I await your reply!

Sammy1

ALL proof I provided today:

https://i.ibb.co/51CP8d4/59-DE049-D-91-AB-4-B5-F-AD41-E600-E98-AB54-D.jpg

https://i.ibb.co/mDGvpTC/0-C324-DA2-9-B10-4999-B4-A4-FBBC39072-B84.jpg

https://i.ibb.co/6RfzQZ3/CBDF0794-FEC5-45-EB-8-C88-C101-B8291-B75.png

https://i.ibb.co/Ych7j3r/6-A9915-FB-D3-D1-4-EDA-BC92-B4-BE8-DC26-A4-E.jpg

https://i.ibb.co/gMkSXHZ/9197-F5-B6-6-FF5-4-AE2-86-FB-9-E348029878-A.jpg

Hello Sammy1,

We will contact the casino yet again and ask them to reply to your posts on this thread as there is nothing else we can do at this point. Keep an eye on this thread for any updates. 

Please refer to our response. Client didn't just use VPN, he also had made deposits on those accounts all originating from the same addresses and interlinked. Please pay attention to that part. Thanks LCB team and happy 4th of July! 

• Sandboxcasino.io references four bitcoin wallet addresses they state are tied to me as being associated with banned Accounts.  What they fail to mention is each one of these bitcoin wallet addresses belong to COINBASE!

• These wallet addresses are used by Coinbase to send funds for millions  of customers! When someone uses Coinbase, the funds come from one of these many wallets.

• These wallets have transactions of over $10 TRILLION USD! This argument is invalid because these addresses are used by every Coinbase customer who sends funds!

• I won fair and square. I was not associated with any banned player and I’ve clearly demonstrated that. Sandboxcasino continues to respond with “smoke and mirrors” replies to cheat me out of my FAIR win. It apparent sandboxcasino.io is a new casino that wasn't expecting a high-limit player to bet max with thousands of dollars. Furthermore, their responses have proven they have are inexperienced and don't know how to conduct an investigation or understand how Coinbase works. 

• It’s time for Sandboxcasino to finally own up and realize they screwed up big time with their “investigation”. They need to live by their motto of “Fun Play, Fair Pay”.

PROOF that all these addresses provided are trillion dollar accounts used by Coinbase to send funds:

https://www.blockchain.com/btc/address/3JjPf13Rd8g6WAyvg8yiPnrsdjJt1NP4FC

https://www.blockchain.com/btc/address/bc1qqxf98drymkq5awwtt685l6463tmtumlrvqfxv2

https://www.blockchain.com/btc/address/335umQ4egqMjDo6wSXYwQZYPntZzMveNTJ

https://www.blockchain.com/btc/address/bc1qqxf98drymkq5awwtt685l6463tmtumlrvqfxv2

Hi Sammy1,

Please note that our LCB Account managers are attending IGB Amsterdam conference this week. Once they get back, they will contact the casino representative and assist you further.

Thanks for your patience.

Bixy-

Sandboxcasino.io has not responded to me after I provided proof all those bitcoin addresses are from Coinbase. I am really sick to my stomach with this lack of communication and non-payment on my $120,000 legitimate win. I won fair and square!

Hello Sammy1,

We've contacted Casino yet again and referred to your latest post on our Forum. Please keep an eye on this thread for any updates. 

Client violated terms and conditions and have used a VPN service. Client referring to old posts on forums. Terms and conditions clearly state that VPN usage isn’t allowed. People can say many things but terms and conditions must be followed first and foremost  

As in any establishment you must follow and respect the terms and conditions. Clause 3.13 of our terms and conditions.

SandboxCasino clearly posted in two separate public forums that they accept VPN (see links to screenshots).

it is clear that Sandboxcasino is looking for any reason to cheat me out of my legitimate win of $120k. They keep on coming up with multiple excuses and ignore the fact that I’ve disproven each one.

A casino that posts VPN is acceptable multiple times, including on their ICB.org forum, should live up to their word. They are clearly making up the rules to fit their needs.

I’d also like to point out that Sandboxcasino went into the Bitcointalk forum where they said VPN was okay and deleted reference to VPN today. (See attachment) Good thing I have a screenshot. This shows how crooked they are!

Link to LCB.org forum where Sandboxcasino says VPN is permitted: https://i.postimg.cc/L6hCzn0R/2-AC3646-A-2-A91-4112-9-EEC-628-AA3-C8-A198.png

Link to Bitcointalk forum where Sandboxcasino says VPN is permitted: https://i.postimg.cc/2SsKjrGY/7-E8-A3053-D4-B1-48-AE-8851-25-B94-E03-AE23.jpg

Link to Bitcointalk forum where Sandboxcasino DELETED VPN post on July 11, 2022:

https://i.postimg.cc/fyRHqLzc/3465-F7-B6-6-BAB-4-DD6-9-F19-120-D965-FD9-F4.jpg

Edit was made after you have pointed this old message correct. However always follow and consult the terms and conditions. Lots can be said on public forums unfortunately and are not always up to date. 

LCB.ORG:

It’s clear the casino never had any intention of paying me. They posted in their own LCB support forum that VPN is accepted.

What’s unbelievably shocking is I have provided proof the casino management has publicly stated in multiple forums that VPN is okay. It’s okay for casino management to post on their support forums that VPN is okay, but when it comes time to pay they change their tune. Clearly this casino doesn’t have the funds to cover this win. 

I hope you blacklist this casino so everyone knows it’s a complete SCAM. This casino has used your support forum to perpetuate a scam by lying to honest players.  I have been screwed out of not only my deposit of $4,700, but the life-changing $127,000 that I won fair and square.

It is not ok to call upon your T&C when you stated before at this thread that you don't mind players using VPN

tough_nut:

Sandboxcasino.io removed the link to the Antillephone License Validation website that proudly shows they’re owned by “Cyber Galaxy B.V.” and that they’re licensed. In fact, they have completely scrubbed their website making any reference to being licensed. They also removed all references in their terms of service as being owned by Cyber Galaxy B.V.

xxxx sided with me and closed the complaint as justified and unresolved. They publicly admonished sandboxcasino for the unjust VPN excuse to deny my legitimate win. They also marked sandboxcasino as “Very bad reputation”

Please let me know what my options are. I won fair and square. This casino has gone rogue with denying my win, saying conflicting statement on LCB forum and clearly tried to cover their tracks by scrubbing their website of ownership and licensing information. 

Attached is the licensing link they removed. 

Hello Sammy1,

Usually in this situation, we advise the members to file an official complaint with the Casino's licensor. Given that Sandbox removed their license proof we'll try getting in touch with Curacao and inquire if they still have a valid license or if they ever had one. Please keep an eye on this thread for any updates.

Hello Sammy1, 

We wanted to let you know that we still haven't received a response from Curacao's official contact email. Please let us know if there are any updates from your side regarding the case.

1. The VPN usage was only mentioned for usage of bonus funds to help players test out the free bonus, yet it has been changed and updated on terms and conditions. Mind you, the user never used a single bonus fund.

2. The user is oddly a new comer to the community, to such big part of crypto, claiming to be as big in the industry and only make an account now on this forum? Let's have a benefit of the doubt 

3. As we mentioned MANY times before in this thread, we do not belong or have any association with owl.games besides only using their software to run our own operation. By default their company name was set on license and in terms and conditions which now has been fixed and we are in process of receiving our own license with the Maltese gaming authority.

4. The system has many factors for duplicates and we want to welcome to test it, as per our terms and conditions we want to welcome Sammy1 to submit full KYC and we shall push KYC forms as well on all other duplicates associated to his account (over 13 accounts) and get to the bottom of it. To make this go even easier and faster, we will provide an incentive to all of those users for their completed KYC.
 

Could you please explain why you advised that it's ok to use VPN in any case if your Terms and Conditions state that it's strictly forbidden? 

It’s really sad that SandBoxCasino was able to attract customers to their casino by posting on the LCB forum that they accept VPN. 

Only after I won big ($127,000) do they change their stance on VPN and refuse to pay me. It’s terrible that they’re using LCB forum attract new players only to end up cheating honest players from their legitimate wins. 

Owl.Games (Cyber Galaxy B.V.), the parent company of Sandboxcasino has been responding to me and CCing Sandboxcasino in my emails.

OwlGames went into the sandboxcasino website to reenable my account to enter KYC. Despite sandboxcasino remaining silent on paying me, I submitted my KYC since owlGames was controlling the sandboxcasino website.

After no response from either casino for three days, I emailed them and CC’d sandboxcasino. OwlGames lead the email chain where they peppered me with questions about IP addresses about one showing up as USA. I reiterated it was a VPN and that I’m not from the USA, but they wouldn’t accept my response. 

They kept on insisting it wasn’t a VPN IP address. It became clear that OwlGames and Sandboxcasino worked in concert to always have an excuse to not pay me. After all, they have been mostly silent for the past 2.5 months, except for the occasional post with a variety of excuses (VPN, coinmixer, associated with banned players, KYC).

I have done nothing wrong. I won fair and square. I also provided them all my personal information for KYC. Sandboxcasino mocked my nationality in their emails after they got my identity documents. 

Sadly I saw Sandboxcasino is closing up shop on their website. 

Hello Sammy1,

Thank you for updating us. We're sorry to hear that this issue remains unresolved. 

Please mark this issue as resolved. I need to remove owl.games and CyberGalaxy B.V. from this complaint. They have done nothing wrong and are NOT associated with SandBoxCasino.io