The player from Germany had deposited money at Bitkingz and won a total of €350 after wagering a bonus. However, the casino canceled the withdrawal, claiming that only €20 could be withdrawn because the winnings were from bonus money. She believed that the casino had not properly managed the bonus and was seeking assistance in retrieving her funds. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint.
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 closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
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1 month 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:
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1 month 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
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1 month ago
Dear Lucille713,
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.
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3 weeks ago
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.
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3 weeks ago
Translation
We've reopened this complaint at the request of Lucille713. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:
Hello,
It was a wheel of fortune bonus.
Unfortunately I don't have any details about this because it is no longer current.
I had won a few euros with it and directly in the first real spin 250€ with which I then converted the bonus of about 36€, got the notification "congratulations, everything has been converted, you are now playing with real money" and shortly afterwards I continued won..
The thing is that I had already used the bonus for hours.. wanted to withdraw €200, cancelled it and put in another €150 more.. so yes, I wanted to withdraw a total of €350 and the casino took it all away from me down to 20€..
The casino took away my winnings less than 24 hours after implementation.
Sorry for the late reply, I unfortunately didn't receive any notification.
Best regards
Am I correct in understanding that once you completed the wagering requirements for your bonus, your winnings were not capped?
Could you please clarify if the bonus wheel was a free, no-deposit bonus?
Lastly, have you made any deposits to this casino?
Automatic translation:
