The player from Germany requested a withdrawal less than two weeks before submitting this complaint. The payment hadn't been processed yet. The player’s bank rejected the transfer because the casino lacked an EU license, sending the funds back to the casino. The player subsequently received the money back in his casino balance and faced issues withdrawing via other methods. Eventually, the player successfully withdrew the funds, and the complaint was marked as resolved.
BitKingz Casino - Player claims that payment has been delayed.
Amount: €1,500
BitKingz Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
Hello,
On May 31, 2024, I requested a withdrawal of €1500, and it was promptly confirmed.
I have since found out that my bank does not credit withdrawals from casinos without an EU license and has returned the amount to the casino.
When I inquire about when the money will be re-credited to my account, I unfortunately only receive standard responses. I am reaching out to you now with the hope that you can assist me in resolving this issue together.
Best regards, Tobi
Automatic translation:
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1 month ago
Dear Tobsi,
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
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1 month ago
Translation
Thank you for your quick reply: As described above, I requested the money for withdrawal and it was approved. Unfortunately, my bank (C24) does not accept withdrawals from casinos without an EU license and has transferred the money back to the casino.
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4 weeks ago
Thank you for your reply, Tobsi. Unfortunately, returning funds can be a time-consuming process. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Has your bank notified you that the money was refunded?
- Can you please forward me the message informing you of this?
- Have you discussed this matter with the casino before reaching out to us?
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4 weeks ago
Translation
No, the bank did not inform me of this. I called them yesterday and they confirmed that they had transferred the money back 2 days ago.
Yes, I tried to talk to the casino about it before but unfortunately I only get the standard answers or I am told that they will forward it to the relevant department.
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4 weeks ago
Translation
In the meantime, the €1500 has been credited back to my casino balance. But every time I send a withdrawal request, I am told to try to withdraw via Paysafe even though this casino does not offer it
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3 weeks ago
Translation
Hereby you can close the open case I have received the money
Thank you for your trouble
With kind regards
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3 weeks ago
Dear Tobsi,
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
