BitKingz Casino - Player's account was closed and then reopened, leading to more losses.

This casino has exposed me to further losses despite closing my account for life. Out of emotion and uncontrolled gambling behavior, I decided to ask them to reopen my account and they did. Bitkingz was informed by me that I have gambling problems on 07.09.24, and they could also draw this conclusion from many of my previous behaviors. So they opened it and made more easy money. I demand a refund of all my deposits from 25.09.24 at this casino immediately after reopening my account (which was de facto closed for life, as evidenced by the screenshots in the attachments), because they do not comply with the law of responsible gaming policy. If they do not do this, it is my loss, and I ask the members of casino guru to take the matter further and report them for breaking the law to the supervisory authorities, especially those who issued them a license.

Dear koVVal92,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BitKingz Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you informed the casino about any gambling issues directly on or before 07/09/2024?
• Have you received a reply from the casino regarding your request for a refund?
• Is your account in the casino currently blocked?
• Please send me the supporting evidence to my email at tomas@casino.guru or post the information as screenshots here.

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

Best regards,

Tomas

I think I said this in conversations with chat agents over a period of several months, but I can't give an exact time frame (this is due to my problems controlling my gambling spending). I asked for a transcript of the chat agents and they refused to send it to me. They claim they don't have access to it, but it seems to me that the database exists.

I have also tried to resolve my losses myself and have received a response from one of the representatives on the screenshot above. I hope this is enough. I wanted to send all the evidence in this matter to your email, but I figured it would be better for the public to know how much this reputable casino holds their responsible gaming policy in high regard. Best regards, Michael.

Thanks for the explanation of the situation.

• Could you please share details regarding events that led to your account reopening?
• Have you contacted the casino yourself?
• Could you please share your communication with the casino related to your account reopening? Send the information to my email at tomas@casino.guru or post screenshots here.

Did you wait until the end to write this to me? You know... you got everything on a plate above. You didn't take any step towards considering the complaint. I don't know what else I could tell you, but I guess only that you can close this thread, because my intuition tells me that you won't achieve anything in this matter. Cooperation with casinos is your domain, and even more so from Dama N.V. with a large working capital.

Greetings and thanks for your help! We can always count on you. 💗

Dear koVVal92,

I am sorry you feel this way. Unfortunately, the previously submitted evidence doesn't provide enough insight for us to determine whether we can assist you. As a result, I ask you to cooperate and submit further information.

I understand that the delayed responses are frustrating, but please understand that we have hundreds of active complaints and we strive to reply to each as soon as possible within the allotted time of 7 days.

By events that led to your account reopening I mean any exchange between you and the casino and the topic of any discussion between you.

I kindly ask you to provide the information I requested earlier. I apologize for any inconvenience caused.

If you wish to closed the complaint anyway, please let me know.

My email is tomas@casino.guru

Dear koVVal92,

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.

How am I supposed to send you a transcript of all my chat agent conversations if the casino won't give them to me? They claim the database doesn't exist. Filthy liars. 😉

Thanks for your reply.

Please let me sum up our approach when we consider a case for a refund of deposits due to failed self-exclusion:

We believe the casino should prevent players who inform the casino about gambling problems or addiction from playing further by blocking their account in a reasonable time. If such protection fails the casino should return the player's deposits.

However, for us to proceed with requesting the funds from the casino, we need proof the casino was informed about your gambling issue. Please understand the casino is not obligated to tell us anything else other than what they already told you. If there is no proof, we stand no chance of confronting the casino.

That is why I would like to ask you if there is any proof you informed the casino about your gambling problem before your first self-exclusion was activated or before your casino account was reopened.

I apologize for the inconvenience.

Dear koVVal92,

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.