BitKingz Casino - Player’s withdrawal has been delayed.

Hi

On July 19, 2024 I played at the Bitkinz casino and won $3000 cad I gave the documents for verification the bank statement allowed and telephone bill and copy of an interac transfer transaction. My withdrawal was accepted and I received the money on July 20, 2024.

On July 22, 2024 I play again with interac transfers when I exceeded the transfer limit, I used my visa debit card to deposit, my card has two functions: debit and visa credit, I won $6000 when I requested two withdrawals of $3000.

Each time they are refused, they asked me for photos of my card that I gave and also statement of the last transactions,i sent all documents.

the casino does not want to understand that my visa debit card is not a credit card but I can use it for visa transactions, I wrote to them yesterday and sent a screenshot of my bank's website which explains the characteristics of my access card

 I am still waiting to receive the money customer service does nothing to help us.

Please help me get my money back.

Dear mouna2024,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Did the issue of the card being debit instead of credit come up, when discussing the issue with the casino?
• Are the deposits made with the card recorded in the bank list of transactions you shared in your first post here?
• Is the bank statement you verified on the 19th the same as the list of the transactions you submitted in your first post?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hi

Thank for you help Guru's Team

I use Only one card and its debit visa card, i dont have credit card so its impossible for me to provide credit card statment.

Regards

Hi Guru Teams

I finally receive my money

Thank you

Dear mouna2024,

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,

Tomas

Casino.Guru