BitKingz Casino - Player’s bonus winnings have been voided.

They simply claimed that I placed a bet of 80 BRL and they canceled my withdrawal and just left the amount I deposited. I asked them for the print because I didn't do it, so far they haven't answered me, and they won't because it's a lie. I didn't play more than 5 BRL in the bets.

Dear gabigamer,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR / 5 USD / 10 CAD / 10 AUD / 50 NOK / 10 NZD / 20 PLN / 350 RUB / 600 JPY / 30 BRL / 450 INR / 0.00012 BTC / 0.014 BCH / 0.0025 ETH / 0.042 LTC / 35 DOG / 5 USDT, unless otherwise specified. Maximum bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

They don't make game history available. I requested the house and they informed me that I have up to 2 months to send it. Why this huge deadline? If I really hadn't complied, just send me to prove that I've overstepped the maximum bet amount. But I never bet more than 5.00. That's why I can't send you the history, I believe that the house no longer allows this type of deceit with its customers. Alleging such a thing and simply not showing it.

Thank you very much, gabigamer, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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.  

Hi gabigamer,

I've just reviewed your case and am sorry to hear that you have to deal with such a problem. I'll try my best to help you by contacting the casino.

Dear BitKingz Casino team, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Could you please provide us with an explanation of the player's situation in more detail from your point of view? I'd very much appreciate it if you are able to send any supporting evidence to my email address tomas.k@casino.guru.

Looking forward to hearing from you.

Kind regards,

Tomas

Thomas, just one more detail. They claimed that I failed to comply with one of the items, but I no longer used a bonus balance, but a real balance.

I'm also waiting for the resolution. Because every hour is a different excuse!

Good day!

We have double checked the case above and we can confirm that the max bet amount was indeed exceeded.

Attached you can find the said bet rounds in form of a screenshot.

We hope this is to your clarification and we wish a good Christmas ahead!

Sincerely,

Team Bitkingz

First of all Excel to prove that I exceeded the bet amount is easy to manipulate the data.

second that when I already had a balance of 1,000BRL I was no longer playing with a bonus balance. I had already fulfilled the requirement of the site, Bitkingz is using it in bad faith and withholding my money for pure deceit. Be fair Bitkingz and give me my money back.

Dear gabigamer,

I'm in direct touch with the casino's representatives and we are currently investigating your case.

I will let you know what can be done.

Thank you.

Kind regards,

Tomas

Hello gabigamer,

I was provided with evidence showing that you have indeed breached the maximum bet amount during playing with the bonus, specifically with two bets over the maximal bet limitation.

After consulting this case with the casino's representatives, unfortunately, they don't want to make any compromises.

From the casino's perspective, you breached a rule, and technically they have a right to void your winnings.

From our perspective, we believe that you breached the maximum bet rule unintentionally and didn't gain an unfair advantage. The best practice is to enforce such conditions by the software, so the player is not allowed to breach it by the system, although we understand it is not standard nowadays, we believe that every similar case should at least be evaluated individually. 

When judging situations like this, where we believe that the max bet rule was breached unintentionally, and the player didn't get any advantage (https://casino.guru/fair-gambling-codex-for-casinos#max-bets).

We are always recommending the casinos pay the player. However, we understand that some casinos are very strict, which is their decision.

Concluding all the information above, I am forced to close this case as unresolved. 'AGAINST FAIR GAMBLING CODEX'. 

I am very sorry about the situation, I would normally recommend you try it out with the licensing authority, but I am convinced that they would be on the casino's side since they behaved according to their T&Cs. The penalization for the casino for this complaint will be minimal, but the complaint will be visible as a warning that this casino is unwilling to make any compromises.

Kind regards,

Tomas