The player from Germany has deposited money into casino account but the funds seem to be lost. After a closer examination, we ended up rejecting this complaint as unjustified.
BitKingz Casino - Player’s deposit has never been credited to their casino account.
Amount: €20
BitKingz Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.2
BitKingz Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hi there,
I deposited 20 euros at Bitkingz on November 5th. I received a newsletter beforehand: Pay 20 euros for a game with 100 euros. I paid in with Klarna / Sofort. Which is instant in every casino. Money away from the account. Balance in the casino 0 euros. Since then, support has been saying every day I have to wait and nothing helps me. Attached is the screenshot of the deposit. I need help because I don't get an answer to my emails and only get standard answers in the chat
Automatic translation:
Public
Public
3 years ago
Dear wennertom,
Thank you very much for submitting your complaint and forwarding the payment receipt. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account.
Could you please advise if it was your first deposit in this casino?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Money came in today. The bonus was not credited to me. So it turned out unsatisfactory for me and I will never pay in here again
Automatic translation:
Public
Public
3 years ago
Did you try communicating this issue with the casino directly and requesting more information about the bonus offer that hasn't been rewarded? Thank you.
Public
Public
3 years ago
Translation
Via live support. The offer I said has expired. Even though I deposited with a bonus code and it wasn't my fault, the money came in so late. I made an instant deposit.
Automatic translation:
Public
Public
3 years ago
I understand that it wasn't your fault but neither was it fault of the casino. Could you please advise how would you like to proceed? Would you like to continue playing or withdraw your funds? Thank you.
Public
Public
3 years ago
Translation
Lost the money. Had to play without a bonus. Complaint can be closed Thank you
Automatic translation:
Public
Public
3 years ago
Translation
I lost the money, had to play with no bonus. The complaint can be closed. Thank you
Automatic translation:
Public
Public
3 years ago
I understood, wennertom, and wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will close this complaint now. Thank you for your understanding.
