BK8 Casino - Player's account is restricted from withdrawing due to a phone number issue.

Some time ago on chat I was told that I can register on their site from Europe and also on forums is clearly advertised that they are accepting players from our continent. I made a deposit, lost it, made a second and won little amount of money. Then I found out that I have to register a phone number to receive Otp and register a withdrawing address. On chat BK8 told me that in order to change the phone number I have to made another deposit, and I did so. Then I was told to send a document to verify that my phone is entitled to me, which I did also. Today they told me that they are not accepting phone numbers from my country and are refusing to give me a solution to withdraw my funds. Without Otp there is no possibility to withdraw. Their customer service are like bots, they are polite but refuse to give any solutions giving same dumb answers. I think I'm being scammed out of my money.

Dear elonam,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with BK8 Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

When you registered an account in the casino, have you submitted personal information that was true and correct?

What phone number did you use for registering in the casino? I checked the registration form and I could not find the phone prefix for Albania there.

Have you used any VPN or IP masking software to access the casino website?

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 Veronika!

They have only 5-6 prefix countries that can register a phone number, but on chat prior registering they told me I would not have any problem to receive my money. They have not the possibility to register a phone number from Europe, but anyway they told me to proceed with the registration and then depositing money.... I was not familiar with the process of OTP, I didn't know what OTP is at all. I presumed there will not be any problem.

BK8 system says clearly that OTP can be received either by phone or by email. They made me send every document they requested, ID, proof of all of 3 deposits I made and a profile screenshot of the email that is entitled to me. And today a representee of theirs told me that I can't receive OTP from email "for security reasons". What security reasons are they are not telling me... So, for me BK8 is making every excuse for me not to register a withdrawing address. I have exactly 480 usd on my account. If you want, I have screenshots of other communications I had with BK8 about the matter.

Some updates please. When I told them that my account tell me that OTP can be received by emait heir official Telegram customer service told me "Not in all the cases". So, I'm being targeted. On chat BK8 told me they accept players from all the world as you can see from the screenshots I updated on Imgur, but the customers have to find a Malaysian number to receive otp. I found one, there are many sites that provides this kind of service, and provided them the number, but BK8 (only for me) want a screenshot of the credit of the same number. I can't provide that for sure. I wonder how many of their worldwide customers have been asked that?!.... So I have to conclude that this site is doing everything in order to keep me away of my money. BK8 rules are different for me alone.

Today they offered to return me my deposits back which I politely refused. My counteroffer for them was to pay me my money and close my account. They refused also.

https://imgur.com/a/k2zlGso

Do I understand correctly that apart from your phone number, all your identity documents have been verified and approved by the casino?

Hello Veronika!

Yes, I sent the documents they requested. Anyway, I took their offer to pay me back the deposits. I don't think they will pay anything else. Thanks for the help!

Did you receive the deposits as the casino promised? Do I understand correctly that this issue may now be considered resolved? Please let me know.

Dear elonam,

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.