The player from Brazil had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The Complaints Team had advised the player that withdrawal processing could take up to two weeks and might be delayed due to unfinished KYC verification or a high volume of withdrawal requests. They asked the player to wait for 14 days post withdrawal request before submitting a complaint. After a while, the player confirmed that he had received his withdrawal. Consequently, we marked the complaint as 'resolved'.
BitKingz Casino - Player claims that payment has been delayed.
Amount: 700 R$
BitKingz Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
5 months ago
Translation
I requested a withdrawal over 24 hours ago, and I still haven't been paid. It continues to show as pending. Every time I contact support via chat, I receive the same hollow reply that the payments team processes requests in the order in which they are received. However, their website states that payments will be made within a maximum of 24 hours.
Automatic translation:
Public
Public
5 months ago
Dear juniorcdb,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
4 months ago
Dear juniorcdb,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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