BitKingz Casino - Player's winnings from free spins have not been added to his casino balance.

I got 100 freespins on my deposit and won around 175 euro from the freespins but never got added to my balance. I have been i contact with them for a month (since 15 october) and they say the same thing (the issue is being investigated by the casino provider) i contacted the provider bcs i feel like they are lying and its taking too long and this was the provider response (I’m sorry you’ve experienced an issue with Big Bucks Bandits Megaways. We haven’t had any reported issues with the game. Whilst this is a ReelPlay game, it’s the casino operator you placed your custom in and not ReelPlay, and thus the casino operator is your point of contact. ReelPlay provide software, but do not in any circumstances take custom directly from players. I appreciate this doesn’t solve your problem, but it’s important for you to know all the same. We would of course work with the casino operator to aid any enquiries should we hear from them.) saying its the casino fault and they never got anything from them. Every time i show the casino the screenshot they just close chat.

Dear Reran,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with BitKingz Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify which deposit bonus you took?

Have you passed the KYC verification?

Have you made any successful withdrawals from this casino before?

Could you kindly forward me your game history where the winnings from free spins will be visible? My email address is veronika.l@casino.guru. Alternatively, you may post the screenshots here.

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

Dear Reran,

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.