BitKingz Casino - Player experiences delayed support and payout issues.

The casino had placed a restriction on $20 wager but not the $10 wager. This is for the bonus, the game didn’t have a 7.50 wager (max requirement apparently) and they refer to the bonus policy. But they go against their own bonus policy to avoid payout. Bonus requirement says unless stated otherwise, not placing a restriction on the $10 bet is stating otherwise because the $7.50 wager wasn’t available.

Bitkingz support stopped replying after I used their policy against them. Stating that obviously the restriction was in place for the bonus on its own, and allowing a $10 wager to go on is stating otherwise that bet is ok.

it has been close to 12hours since a response using the policy on them. I contacted live support and they refer back to emailing and waiting for a response.

they won’t out right say they purposefully did that to avoid potential payouts. So another explanation would be since the max wager of 7.50 wasn’t available they allowed a $10wager to happen.

Dear Bavadluk,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BitKingz Casino. Let me refer to the max bet rule once again here:

"The maximum allowed bet while playing with any bonus is: €/$5 (as specified in 5.1 section of Bonus Terms and Conditions), unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 

"The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time."

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you activated and played. My email address is tomas@casino.guru

Thank you in advance for your reply.

Best regards,

Tomas

"unless stated otherwise" not placing a restriction on a bet is stating otherwise that the bet is ok.

If the casino has regulated the bets, not placing one on a bet that is not allowed is stating otherwise.

No where in the policy does it state that some bets are regulated and it’s at the players discretion and playing an available bet doesn’t state otherwise.

I have requested bitkingz to provide proof in the policy dated on the day bonus was used September 27, 2024 that it voids a potential payout should an available bet be used at the players discretion. They have stopped responding once again.

Thanks for your point of view.

Please understand enforcement of maximum bets is not universal in online casinos. By trying out a bet above what is stated in the terms and conditions you are undergoing a risk of breaching the maximum bet rule. I would advise against such practice in the future.

From our point of view, if the maximum bet is indicated in the general bonus terms and conditions, and not specified in specific terms and conditions, the maximum bet in general bonus terms and conditions is applicable.

We can argue your case only if the breach of this rule during your gameplay wasn't significant, in other cases unfortunately we aren't able to argue against the breach of the maximum bet rule.

I'll await your reply.

Dear Bavadluk,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It was only $10 bets and wasn’t significantly bigger then the maximum

Thanks for your reply.

Could you please clarify how many bets were above the maximum allowed threshold?

If there were only a few bets above it, we might uphold the case, in other circumstances, we won't proceed.

Kindly request records of your gaming history while the bonus was active from casino support and send us the file for review.

My email is tomas@casino.guru

Dear Bavadluk,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.