BitKingz Casino - Player’s account closed and winnings confiscated.

Dear Casino.guru

I hope this message finds you well. I am writing to formally express my concern and dissatisfaction regarding the recent actions taken on my account.

I recently created an account with Bitkingz Casino June 25th and made two deposits of 1000 NOK and 2000 NOK, respectively on June 26th. Over the past few days, I was fortunate enough to win approximately 30,000 NOK. However, I was suddenly accused of creating multiple accounts, which I strongly deny. I have never played on this casino before creating this account.

They verified my documents, phone number and e-mail, but never the account.

As a result of this accusation, my account was closed, and my winnings were confiscated. I find this action to be both unjust and unfounded.

This happened as soon as tried to make the withdrawal.

I request a thorough review of my account and the transactions associated with it. I believe this issue can be resolved once the facts are properly examined.

I look forward to your prompt response and a swift resolution to this matter.

Thank you for your attention to this urgent issue.

I can document everything.

Dear refw,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with BitKingz Casino.

To better understand your situation and assist you effectively, could you please provide us with the following details:

• Can you confirm the exact dates and amounts of the deposits you made on June 26th?
• Have you contacted Bitkingz Casino’s customer support regarding this issue, and if so, what was their response?
• 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 or using your email address?
• Were your winnings accumulated with or without an active bonus? 

You can forward any relevant communication to petronela.k@casino.guru.

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

Dear Petronela,

Thank you for your response.

To clarify the situation, the exact amounts and times of the deposits I made are as follows:

- June 26th at 19:45: 200 NOK

- June 26th at 20:26: 230 NOK

- June 27th at 15:21: 1000 NOK

- June 27th at 15:53: 2000 NOK

After these deposits, I only experienced winnings until my account was unexpectedly closed when trying to make a withdrawal.

I reached out to BitKingz Casino’s customer support regarding this issue 2 times. However, their only response has been: "based on information available to us," without providing any specific evidence or details.

I can confidently confirm that no one in my household or neighbors has opened an account from my IP address or device. This is absolutely certain.

Additionally, I did not use any active bonuses to achieve my winnings. I invested several hours to win these funds fairly, and it is quite shocking that the casino has accused me of using multiple accounts. I strongly believe this might be a bug in their system. Moreover, I fail to see what benefit I would gain from having multiple accounts.

Thank you for your assistance in resolving this issue.

Thank you very much, refw, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Petronela and Branislav,

Thank you for your assistance. Since my last update, Bitkingz Casino has promised to process a manual refund of my deposits on June 30th, but I have not received any updates or the refund itself. This delay is further compounded by their continued failure to provide evidence for the duplicate account claim. Their lack of transparency and accountability is deeply concerning. 

I appreciate your continued support in resolving this issue.

Hello, refw,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BitKingz Casino team,

Could you please explain the player's situation in more detail? Why has his account been closed and winnings confiscated? What steps should the player take to unblock the account and/or withdraw disputed funds?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hi Casino Guru Team!

After a comprehensive review of this case, we can confirm that all actions were conducted in accordance with the terms and conditions.

The player initially created an account in September 2020.

A new account was subsequently created on June 25, 2024.

The player details are identical, including:

• Name
• Surname
• Date of birth

Certainly, we are prepared to provide evidence to support our claims and will do so accordingly.

We will contact Bratislav privately to ensure compliance with data protection regulations.

Thank you for your understanding.

Dear Bitkingz Casino representative,

Your handling of this case has been unacceptable and raises several critical issues that need addressing:

1. Duplicate Account Allegation:

  - You claim I created an account in September 2020 with identical details to my current account. According to your terms and conditions, multiple accounts are grounds for account closure and confiscation of funds. However, despite this serious allegation, you still have not provided any concrete evidence to me to substantiate your claim.

  - Transparency is crucial. I request that you share specific details such as IP addresses, timestamps, and any other relevant information also with me to substantiate your claim. Additionally, please clarify if this alleged duplicate account has ever been used for deposits, withdrawals, or gameplay after the alleged creation date.

2. Lack of Mention on Refund:

  - You have for some reason not addressed the issue of the promised manual refund of my deposits. On June 30th, you assured me by mail that this refund would be processed promptly. To date, I have received no updates or the refund itself. This continued delay is unacceptable and undermines your credibility and commitment to fair play.

3. Lack of Communication:

  - Your team’s lack of communication when I have tried to address these issues further demonstrates insecurity in your claims. This avoidance does not reflect well on the transparency and fairness expected from a reputable casino.

4. Hours Spent to Win:

- I have spent countless hours playing on your platform, with my verified name, phone, deposit method, and email, to win a significant amount of money. Your actions not only undermine the trust but also discredit the time and effort I have invested, making the situation even more frustrating and unfair. What would have happened if I had never requested a withdrawal? You would likely never have raised this claim. This suggests that your actions are not based on genuine concerns but rather on avoiding a payout.

In conclusion, your actions thus far lack the transparency and fairness expected from a reputable casino. Your handling of this case has been unacceptable. I urge you to address these issues immediately, open my account and process my winnings without further delay.

Thank you for your prompt attention to these matters.

Thank you, BitKingz Casino Team, for the clarification.

I replied outside the thread a while ago. Can you please look at my questions and provide answers/supporting evidence?

Hello,

Please be advised that we responded on Tuesday, 09/07, in the private conversation with Branislav.

We have confirmed that the player holds a duplicate account, and the evidence supporting this was provided to Branislav.

As per our terms: "Each player is allowed to create only one (1) personal account. Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to the termination of all such accounts and the cancellation of all payouts to the player."

In light of this, we affirm that our decision is final.

The winnings will be confiscated, and the accounts will remain closed.

We have forwarded all relevant details to initiate a manual refund of the deposit.

Thank you.

Dear Bitkingz Casino Team,

Let's get the facts straight:

1. Duplicate Account Claim:

  - You claim I created a duplicate account in 2020 but have refused to provide any evidence directly to me. Why can't you provide this to me also? I strongly deny creating any account in 2020 and I had no reason to create a duplicate account.

2. Account Verification in 2024:

  - In 2024, I successfully created and verified an account with my name, phone, email, and bank statement. Your system accepted this without any issues until I requested a withdrawal.

3. Suspicious Timing:

  - The duplicate account issue was only raised after I tried to withdraw my winnings. This timing is highly suspicious and seems like an attempt to avoid payout.

This is simply unacceptable. I urge you to resolve this matter transparently and fairly.

Thank you both for your replies and additional information.

Dear refw,

The casino supported its claims with sufficient data, and I do not think it will share the evidence with you. Even if you turn to a regulator, it is not for sure you will receive the evidence.

Based on all the provided details and data/evidence so far, we rather side with you. However, I need more details and answers from the casino, to discuss it internally with the team, while it does not change the fact that you had another account at the casino in the past but you probably forgot about it. Acceptable after such a long time (approximately 4 years), but it is definitely not the casino's problem at all... Therefore, details and circumstances are very important. I still do not have enough details from the casino, and our decision will depend on them.

But, since you want to stick to the facts - the fact is also that you created 2 accounts at this casino with the same personal details (name, surname, and DOB) - even if there was a player that has the same name and surname, it is statistically likely impossible that he would have the same DOB, and it would not have made sense for anyone to create the casino account with your personal details because then it would not be possible to pass the KYC/verification... I hope it is clear now.

So, it would be highly appreciated if you could only wait until we solve the situation with the casino and refrain from using terms like unacceptable, suspicious, transparency, fairness, avoidance, etc. regarding the casino and processes on their side. For now, you can be glad that someone from the casino is able and willing to discuss the matter further here with us.

Thank you for your patience and understanding.

Dear BitKingz Casino Team,

Please look at my last messages outside the thread, and provide me with the requested answers and information.

In the meantime, I will discuss the matter internally with the team.

Dear Branislav,

Thank you for your message and the additional information provided.

If the casino had shared the IP address details associated with the alleged duplicate account, we would have another clear evidence in this case.

I used terms like "unacceptable," "suspicious," "transparency," and "fairness" based on the issues I experienced with the casino, including the sudden account closure and confiscation of my winnings without a thorough explanation or evidence. My frustration was exacerbated by the lack of timely communication considering the amount of the winnings.

I understand your point about refraining from using such terms as you work towards a resolution. I assure you I will refrain from using them moving forward.

Thank you for your patience and understanding.

But if personal details are the same, and we are talking about special and unique details, it does not matter whether there were IP matches. It is clear who both accounts belong to. Let's wait for the casino's response and the additional details I requested, and we will see what we can do to help.

Dear Branislav,

I appreciate your thorough approach to resolving this issue.

I understand that matching personal details can be a clear indicator of account ownership. However, the IP address information could still provide valuable context, such as whether the accounts were accessed from different locations, which might suggest a possible error or oversight rather than intentional duplication.

I acknowledge your point and will await the casino's response and the additional details you have requested.

Thank you for your continued assistance and understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear refw,

Unfortunately, after receiving the last confirmation from the casino about their final decision, I have no good news for you. Despite multiple attempts to explain our position regarding the matter and winnings confiscation, the casino's decision stays unchanged.

Although the casino substantiated its claims about multiple accounts with sufficient evidence, and registering a duplicate account breached the casino's Terms and Conditions, considering the situation and all the circumstances (a long time between the registrations and activity of the linked accounts, while the first one was even closed relatively shortly after the registration, and basically no other abuse or unfair advantage gained, which are the main reasons for which such rules exist at all), we do not agree with the casino's decision to confiscate the disputed winnings accumulated with real money deposit or with the way of using the applied rule unfairly against you, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Curaçao Antillephone N.V.) and submit a complaint directly to the regulator. You can find more information about their complaint process HERE, and general information about complaint processes HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I sincerely hope they will use this option in the future.

Best regards,

Branislav, Casino.Guru