BitKingz Casino - Die Rücknahme des Spielers hat sich verzögert.

On June 26th, I requested two withdrawals to my TF Bank credit card. Both transactions were declined by my bank because TF Bank's policies only allow credits originating directly from the account holder. Withdrawals from a company/casino violate these regulations and are automatically returned by the bank to the sender (Bitkingz Casino).

I have two official PDF confirmations from TF Bank that clearly prove both amounts were rejected and returned to Bitkingz.

Although I provided Bitkingz support with this evidence, the problem remains unresolved. Every time I inquire, I only receive standard replies stating that the "responsible team is taking care of it." My request to speak with a responsible person in the finance department receives no response whatsoever.

I request Casino Guru's assistance so that Bitkingz can verify receipt of the returned funds and either credit the amounts to my casino account or enable a payout via an alternative payment method (e.g., bank transfer).

Am 26. Juni habe ich zwei Auszahlungen auf meine TF Bank Kreditkarte beantragt. Beide Transaktionen wurden von meiner Bank abgelehnt, da die Richtlinien der TF Bank nur Gutschriften zulassen, die direkt vom Kontoinhaber stammen. Auszahlungen durch ein Unternehmen/Casino verstoßen gegen diese Bestimmungen und werden von der Bank automatisch an den Absender (Bitkingz Casino) zurückgeschickt.

Mir liegen zwei offizielle PDF-Bestätigungen der TF Bank vor, die eindeutig belegen, dass beide Beträge abgelehnt und an Bitkingz zurücküberwiesen wurden.

Obwohl ich dem Support von Bitkingz diese Nachweise vorgelegt habe, wird das Problem nicht gelöst. Bei jeder Nachfrage erhalte ich lediglich Standardantworten, dass sich das „zuständige Team darum kümmert". Auf die Frage, ob ich mit einer verantwortlichen Person aus der Finanzabteilung sprechen kann, erhalte ich keinerlei Antwort.

Ich bitte Casino Guru um Unterstützung, damit Bitkingz den Erhalt der zurücküberwiesenen Gelder prüft und mir die Beträge entweder auf mein Casino-Konto gutschreibt oder eine Auszahlung über eine alternative Zahlungsmethode (z. B. Banküberweisung) ermöglicht.

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Hello,

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

• Have you made any successful withdrawals from this casino before?
• Have you also used this payment method to deposit funds into your casino account?
• Could you please confirm whether you have completed the full KYC verification process?
• When was the last time the casino communicated with you regarding the status of your failed withdrawal requests?
• Have you been asked to provide any additional documents or other evidence to demonstrate that the withdrawn funds were not received on your end?

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

Best regards,

Veronika

Yes, I have already made withdrawals.

Yes, I've already made a deposit with this credit card.

I have completed KYC.

Most recently on August 19th, I received the same answer as always (see screenshot).

Yes, I sent both PDFs to bitkingz.

Ja habe schon Auszahlungen vorgenommen

ja habe schon eingezahlt mit dieser Kreditkarte

kyc habe ich abgeschlossen

Zuletzt am 19 august aber wieder die gleiche Antwort wie immer ( siehe Screenshot)

ja habe beide pdfs bitkingz übermittelt

Dear Fuezi

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Fuezi,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BitKingz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Fuezi and Casino Guru Team,

We would like to provide you with a clarification regarding withdrawals requested on 26/06.

The withdrawal was initially approved on our side. However, as the user already explained, the funds were subsequently rejected and returned by the recipient bank.

We have escalated the case for further investigation in order to clarify the status of the returned funds and determine the appropriate next steps. At this stage, we are still awaiting further information, and we have followed up on the matter several times to ensure it is being actively reviewed.

We understand that the time taken to resolve this has not been up to your expectations, and we appreciate your patience while the matter is being investigated.

We will provide you with an update as soon as we receive further information.

Kind Regards,

BitKingz Casino

The money has now been credited to my Bitkingz account. I thank Casino Guru for their excellent support in this matter.

With friendly regards

Das Geld ist nun auf meinen Bitkingz Konto eingegangen ich danke ihnen von casino guru für die gute Unterstützung in diesen Fall.

Mit Freindlichen Grüßen

Dear Fuezi,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia Stan

Casino.Guru