The player from Germany successfully completed the wagering requirements and had his account verified. Despite this, all his attempts at withdrawing the funds through bank transfer have failed with the casino citing internal technical issues. The casino's communication leads him in circles and the suggested alternative method, Mifinity, seems impossible to verify due to non-existing requirements.
BitKingz Casino - Player's repeated withdrawal attempts have been unsuccessful.
Amount: €200
BitKingz Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Hello,
I signed up on a catch-all email at Bitkingz. They advertised free spins, but didn't credit them to my account, so I received 25 no-deposit free spins instead, which led to me winning a substantial amount. As a result, there was a high turnover requirement, but I had successfully met it. I then proceeded to verify my account, which was approved without issues. When I requested a payout on the deposit method (credit card), it was declined and I was prompted to use a bank transfer. Therefore, I verified the usual bank account and requested a new withdrawal. This was promptly accepted. However, the next day the amount was credited back to my casino account. I contacted their support team, and they told me to request the withdrawal again, but the result remained the same. This already happened four times, leading me to once again reach out to their support team. After the final unsuccessful attempt, I was told they were facing internal technical issues and my recent withdrawal request was declined. They've been giving me the runaround without providing a concrete reason, saying that I should wait for an email that never arrives. In the meantime, they offered me Mifinety, but it's impossible to verify because they're asking for things that simply don't exist on one page. I've adhered to their bonus conditions very strictly and also carried out their verification process very meticulously. The way they verify phone numbers via chat without confirmation is suspicious, but I managed to complete it successfully - all before the payout. I hope Casinoguru can resolve the issue..
Automatic translation:
Public
Public
3 months ago
Dear cilmi92,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with BitKings Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm that you passed the full KYC verification?
Have the technical issues been the only reason your payment was declined? Have you received any suggestions from customer support regarding alternative withdrawal methods?
How long have you been experiencing difficulties with your withdrawal?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
3 months ago
Translation
Hello,
The KYC check was carried out successfully, which I had confirmed by support.
The technical problems were the only reason yes.
As already mentioned, I was offered Mifinity after the withdrawal to the bank account didn't work. However, as mentioned above, this was not possible because verification was not possible.
The problem existed since January 2, 2024.
Update: Today I was lucky enough to speak to a German-speaking support employee who helped me competently. The internal problems mentioned were supposedly my bank blocking the payment. I then had to pay out again using the credit card. Despite the fact that I have a MasterCard, I should apply for a Visa withdrawal. This was processed at short notice and the money was in the account within half an hour.
The case can be closed, but I will not voluntarily undergo this procedure again at Bitkingz. The whole thing took 16 days, including a total of 9 withdrawal requests and a lot of headaches.
Thank you CasinoGuru
Automatic translation:
Public
Public
3 months ago
Dear cilmi92,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
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