BitKingz Casino - Das Spielerkonto wurde gesperrt.

I made a deposit of 200 USD but didn't receive it. I then contacted support and they blocked my account. I still haven't received a refund.

Ich habe eine Einzahlung von 200 usdc gemacht sie aber nicht erhalten dann habe ich den Support angeschrieben und die haben mein Konto gesperrt habe immer noch keine Rückzahlung erhalten

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify why your account was blocked? Please forward me the email you received from the casino after they closed your account at veronika.f@casino.guru.
• Have you made any successful deposits into this casino before?
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents to the casino for the KYC process?

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

I was told I had initiated self-exclusion, which is not true; I have already deposited funds into the casino and completed KYC verification.

Es wurde mir gesagt ich hätte selbstausschluss veranlasst was nicht stimmt habe in dem casino schon eingezahlt und kyc habe ich auch gemacht

Thank you for your email.

From the message you forwarded me, it appears that you requested permanent self-exclusion from the casino.

I have reviewed the Responsible Gaming section of Bitkingz Casino, and this is what I found regarding the self-exclusion limits:

Self-Exclusion Limit. You can set a Self-Exclusion Limit for a definite period of time (6 months, 9 months, 1 year) or indefinitely. Upon activation, your Player Account will immediately be disabled and you will be excluded from all promotional offers for the selected period. You will not be able to make fiat currency deposits while the limit is active. However, remaining balances, including any successfully processed cryptocurrency transactions that may occur due to the technical nature of cryptocurrency payments, may still be withdrawn manually upon request via our customer support channels. The funds remaining on balance will be paid according to the casino limits. Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds.

Could you please confirm that your deposit was made on 12 July at 20:57:37 and that your self-exclusion confirmation email was received on 12 July at 21:50:02?

Have you contacted customer support to ask whether the deposit you made shortly before your account was closed reached your casino account? If so, please forward me all communication between you and the casino’s customer support regarding the refund options for this deposit at veronika.f@casino.guru.

Yes, I can confirm that. The deposit was made on July 12th and the account was also blocked on July 12th.

Now they say they transferred the money back to me via crypto on July 18th, but nothing has arrived in my wallet. I then asked again what was going on with the money, and they told me to wait 5 business days for a crypto transfer, which should normally be visible in my wallet within a minute. I feel cheated.

Ja das kann ich so bestätigen wurde am 12.7 eingezahlt und am 12.7 auch gesperrt

jetzt sagen sie sie hätten mir das geld zurück überwiesen per krypto am 18.7 es ist aber nix auf meiner wallet eingegangen daraufhin habe ich nochmal gefragt was den mit dem geld wäre ich solle 5 Werktage warten bei einer krypto Überweisung die normalerweise von min auf meiner wallet zusehen sein muss ich komme mir betrogen vor

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear SL04,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika