The player from Germany had deposited €60,00 to 'Bitkingz Casino' via bank transfer. The transaction had been successful, but the funds had not been reflected in his casino account. After multiple communications with casino support and provision of necessary bank statements, the casino had credited the amount to his account, but had not honored the bonus that was supposed to come with the deposit. The player had requested either a refund or the promised bonus. However, due to a lack of response from the player to the Complaints Team's inquiries, we had been unable to further investigate or provide potential solutions.
BitKingz Casino - Player's deposit not reflected in casino account.
Amount: €60
BitKingz Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
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1 month ago
Translation
Dear Sir/Madam,
I am writing to file a complaint against "Bitkingz Casino". I would like to explain the incident to you. On 24.03.2024, I deposited an amount of €60,00 via bank transfer to this casino. The transaction was successfully completed and the sum of €60,00 was received by the casino. However, I have not received this money in my casino account. I have liaised with the Bitkingz support team multiple times. Initially, they stated that it was an error on the bank's side and that the money would be automatically refunded within 5 days. That, of course, didn't happen. I can prove that the casino received the money, so I contacted their support again. They then requested various bank statements with personal information, promising to look into the issue and inform the payment team. However, another 5 days have passed, and when I contacted the support again, they simply repeated their previous statements. They asked me to wait another 5 days and provide proof that I had made the deposit. I would like to add that the casino itself rejected the deposit and that I bear no fault in this matter. It's quite strange how they keep telling me a different story each time about why it didn't work. It seems to me that Bitkingz Casino has no interest in resolving this matter. I am inclined to refer to their actions as embezzlement. I request immediate clarification. I am willing to provide the necessary documents upon request once the channel has been set to "Private".
Kind regards,
Automatic translation:
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1 month ago
Dear Trojaner,
Thank you very much for submitting your complaint. 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 that 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 credited to your casino account.
- Could you please advise if it was your first deposit in this casino?
- Please forward your payment receipt to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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1 month ago
Translation
Ladies and Gentlemen
I seem to have forgotten to report that I have already made a few deposits using this method. I also received the money into my casino account, only not this time. Support told me that the money would be returned to my bank account, so I can no longer accept top-ups to my player account.
Best regards
Edited
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1 month ago
Translation
Ladies and Gentlemen
I would like to add to my complaint that the casino has now credited the mentioned amount to my casino account. When I made the deposit on March 24th, 2024, I ordered it with a bonus code, but the bonus was not credited to me. But it actually said that the money would be credited to my bank account because the casino probably didn't receive the money. They didn't stick to what I was assured all along. That's why I asked the casino to either transfer the amount of €60.00 back to my bank account as agreed, for which support requested my account statements several times, or they would subsequently credit me with the bonus that I received with this deposit could actually have taken.
Since, according to the terms and conditions of the casino, an amount can only be paid out in the normal way if the corresponding deposit has been wagered at least three times, I unfortunately cannot carry out a normal payout in order to prevent this situation.
I'm waiting for a response from support and will then let you know what the casino is doing.
Best regards
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4 weeks ago
Hi Trojaner,
I'm happy to hear that the deposited funds arrived into your casino account.
- Could you please advise if you were informed why the requested bonus can't be applied to your deposit?
- Is the entire deposit amount still available inside your account or have you placed some bets already?
- If there's any relevant communication, please forward it to petronela.k@casino.guru.
Thank you in advance.
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3 weeks ago
Dear Trojaner,
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.
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1 week ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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