The player from Germany deposits money at Bitkingz and wins a total of €350 after wagering a bonus. However, the casino cancels the withdrawal, claiming only €20 can be withdrawn because the winnings were from bonus money. She believes that the casino did not properly manage the bonus and is now seeking assistance in retrieving her funds.
BitKingz Casino - Player faces withdrawal issues after bonus win.
Amount: €350
BitKingz Casino
Safety Index:Below averageSafety Index
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5.2
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Case opened
Current status
Waiting for player to reply
6d 20h 30m 27s
Case summary
3 hours ago
Public
Public
21 hours ago
Translation
Hello,
Yesterday, I deposited at bitkingz again.
Didn't win anything with real money but still had a bonus. With that, I won €0.80, and then turned it into €250.
After 5 minutes, the bonus was fully wagered, and the sum in my account was still over €200. Normally, this would reduce automatically if only limited winnings were allowed, but that wasn't the case. So, I placed €200 for withdrawal.
Shortly after, I won another nearly €200. From that, I added another €150 to the withdrawal. So, a total of €350.
Now bitkingz has canceled my withdrawal and claims I was only allowed to withdraw €20 because it was all bonus money, and with my €0.80, I could only withdraw a maximum of €20.
That's all well and good, they might justify the €250 with that. But the fact is, I won again after the bonus was fully wagered, another whole €200!
They have now removed €330 from my account and refuse to pay it out! Even though it was clearly not my fault, but an internal casino problem if it's really the case that I was only allowed to retain €20.
They should have removed it immediately after wagering like every other casino does, right!?
Can someone please help me?
Automatic translation:
Public
Public
3 hours ago
Dear Lucille713,
Thank you for submitting your complaint. I’m sorry to hear about the issue you’re experiencing. Please allow me to ask a few questions to better understand your situation.
- Could you please clarify which type of bonus you activated and played with? If possible, kindly provide a screenshot or a link to the bonus, along with its terms and conditions.
- Am I correct in understanding that you initially requested a withdrawal of €200, but later reversed the request, continued playing, and accumulated additional winnings, eventually requesting a €350 withdrawal?
Please note that in many casinos, the maximum win rules for bonuses are applied only after a withdrawal is processed, not immediately after wagering requirements are met. Since you canceled your withdrawal, the bonus winnings cap remained in effect. I completely understand how frustrating this must be, and I agree that it would be much more transparent and user-friendly if casinos applied the cap right after the wagering or provided a clear warning about caps after gameplay. Unfortunately, this practice doesn’t typically violate the casino’s terms, but I understand how it might feel unfair from a player's perspective.
I hope we can assist you in resolving this matter as soon as possible. Thank you for your patience and for providing any additional information.
Best regards,
Veronika
Lucille713 has 6d 20h 30m 27s to reply
