BitKingz Casino - Player has been accused of opening multiple accounts.

Dear ΑΛΕΞΑΝΔΡΟΣ,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Δεν υπάρχει καμία πιθανότητα κάποιος από την οικογένειά μου να διατηρεί λογαριασμό στο συγκεκριμένο καζίνο γιατί κανείς άλλος εκτός από εμένα δεν ασχολείται με τζόγο. Επίσης ούτε κάποιος γείτονας θα μπορούσε να κάνει αυτό που αναφέρατε γιατί δεν έχουν πρόσβαση στο δίκτυό μας αλλά και ούτε στις συσκευές μας. Εγώ έχω συνδεθεί στον μοναδικό λογαριασμό μου από τον προσωπικό μου υπολογιστή και από το τάμπλετ μου αλλά μόνο μέσω του σπιτικού μου δικτύου.

Thank you very much, ΑΛΕΞΑΝΔΡΟΣ, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear ΑΛΕΞΑΝΔΡΟΣ,

I looked at your complaint and I understand the situation. I’ll contact the casino representative and see if we can help.

Dear BitKingz Casino,

Please provide relevant evidence to prove your claims. You can forward the information to my e-mail address andrej.p@casino.guru.

Hello ΑΛΕΞΑΝΔΡΟΣ!

We are very sorry that this situation has happened to you. We apologize!

Yes, indeed, an error occurred in this case and we saw that you do not have duplicate accounts.

In the near future, we will refund your money according to the Bonus Rules.

We also want to offer you an additional bonus of 30 spins.

We wish you all the best!

The only thing is that some days after the situation, some regulations about online casinos had changed and the bitkingz casino is not accessible from Greece anymore. Do i have to request my withdrawl via email?

 ΑΛΕΞΑΝΔΡΟΣ,

We will contact you by email. Please wait for an email from us.

Thank you, BitKingz Casino, ΑΛΕΞΑΝΔΡΟΣ, for your replies.

Dear ΑΛΕΞΑΝΔΡΟΣ,

I’m setting the timer for 7 days. Please let us know once there's any news regarding the issue.

Hello ΑΛΕΞΑΝΔΡΟΣ!

Yes, it is. You received 20 euros because you received no deposit free spins. The maximum limit of free spins is 20 euros.

Yeah but what about the fully withdrawable 200 euros i had in my account before the falsely account closure. Also im sure that this rule wasn't there when i requested the withdrawl and i don't think that the account closure while i was waiting the money was random.

Dear ΑΛΕΞΑΝΔΡΟΣ,

Do I understand correctly that the disputed amount of €200 was won from the no-deposit free spins? In addition, I can confirm that the rule limiting the amount that can be withdrawn from no-deposit bonuses was in place before you registered at BitKingz Casino.

I won 17€ from free spins and i managed to complete the 40x wager with 200€ remaining and in my account it was saying that i have 200 withdrawable euros. After that i finished the verification and requested the withdrawl but some hours later i received the email for account closure. They could just inform me about the above rule when i requested the withdrawl but instead they prefered to act in a so unprofessional way,closing my account with fake accusasions, causing me so much frustration and confusion. I would appreciate a full refund only for the frustration and the trouble they got me into.

Dear ΑΛΕΞΑΝΔΡΟΣ,

As I see, you made a request to withdraw all your money and waited for the withdrawal. If your withdrawal was initially approved, then you would have received 20 euros (as now) according to Bonus T&C.

Usually, if a player has a duplicate account, it is closed by the decision of the casino on the basis of the General Terms.

Please note that when registering, each player is obliged to familiarize himself with the rules of the casino and put a tick about it, thereby confirming that he did it.

As far as your funds are concerned, you have been refunded the entire amount that you won when receiving free spins without a deposit. 

We apologize to you for the fact that the account was closed. Now your account is open and you can continue playing.

Thank you, BitKingz Casino, for clarifying.

Dear ΑΛΕΞΑΝΔΡΟΣ,

I understand your frustration, but please understand that we can’t penalize the casino for falsely accusing you of having multiple accounts as that situation got resolved. We also cannot penalize the casino for reducing the amount of your withdrawal according to the set limits for winnings from no-deposit bonuses. Therefore, as you have received the winnings you were entitled to, we would consider the issue resolved.

As the issue has been resolved and since the player did not add any comments in the past 7 days, we will now close this complaint as ‘resolved’.

The player can reopen this complaint anytime.