The player from Nova Scotia had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout hadn't been received at that point. The Complaints Team had advised him that withdrawal processing could take up to 14 days due to KYC verification or a high volume of withdrawal requests. They had asked for his patience and assured him they would intervene if the withdrawal was not received after 14 days. Fortunately, the player reported that he had received his withdrawal and the issue had been marked as resolved by the Complaints Team.
BitKingz Casino - Player’s winnings haven’t been received yet.
Amount: Can$3,005
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Hello Casino Guro,
I have been having a hard time with Bitkingz approving my withdrawal requests. They have cancelled them 5 times with different excuses. The first was I needed to verify my transactions which I did. After that I followed up and asked if everything is good on my end and they said to resubmit the the cashout request. I waited 4 days and the status was 'in progress', then received another email saying it was cancelled with no explanation why. Live Chat said to submit another request which was cancelled again.
I contacted support today and they said I have to use the same method (MasterCard) which is not allowed in my country which is why I am trying to use the bank transfer option. I explained this to them and they said to submit another request. An hour later it was cancelled again. Live chat said they have to contact other departments and I explained I had the same issue a couple of months ago and the only thing that worked was for them to do a manual withdrawal, but they are not cooperating with this request.
Last time I had to wait a month for my withdrawal doing this back and forth, I would rather them do the manual withdrawal now, so that doesn't happen again.
I will attach the live chat transcript.
Could you please help me with this? I appreciate it. Thanks!
Public
Public
1 year ago
Dear robsears62,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
1 year ago
Dear robsears62,
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,
Kristina
Casino.Guru
