BitKingz Casino - Der Spieler hat aufgrund der Kartenüberprüfung Probleme mit der Auszahlung.

I have made deposits at BitKingz through two different credit cards. One had its legitimate number printed on it and has been verified. The other card, however, had no number printed on it due to bank's policies. Instead, the number is available in the banking app. However, in the app, the card number is not associated with the account holder's name, only the number is visible. Since it's a debit card, the bank statement only shows the account number and the name of the account holder, not the card number. This was not designed by the bank to be visible. The bank has now provided a statement that shows the deposit, as well as my name, address, and card number including the expiration date. However, the casino still hesitates and/or refuses to process the payout.

It's impossible for me to send the demanded photo of the card showing both the card number and the name as the card wasn't printed that way.

Ich habe bei BitKingz über zwei Kreditkarten eingezahlt. Eine auf der die Nummer ganz normal steht die auch verifiziert wurde. Auf der anderen Karte ist von Seiten der Bank keine Nummer aufgedruckt. Dort habe ich die Nummer in der App. Dort ist aber auch nicht Nummer mit Name zu sehen sondern nur die Nummer. Auf der normalen Abrechnung ist, da es eine Debitkarte ist, nur die Kontonummer mit Namen zu sehen und keine Kartennummer. Dies ist von Seiten der Bank nicht vorgesehen. Die Bank hat mir jetzt einen Auszug erstellt auf dem die Einzahlung Sowie mein Name, Adresse und die Kartenummer samt Ablaufdatum zu sehen ist. Trotzdem zögert das Casino die Auszahlung heraus bzw. verweigert diese.

Ich habe keinerlei Möglichkeit das geforderte Foto von der Karte mit Nummer und Namen drauf zu schicken da die Karte so nicht bedruckt wurde.

Dear megamezo,

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 and it might take a few working days to complete this thorough process.

• Do I understand correctly the 2 cards are associated with 2 different bank accounts in 2 different banks?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear megamezo,

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.

Hello, the card has now been verified. However, the casino is constantly not paying out and is crediting the money back to me. They are constantly claiming that there is a technical error.

Hallo, mittlerweile ist die Karte verifiziert. Allerdings zahlt das Casino permanent nicht aus und schreibt mir das Geld wieder gut. Sie berufen sich permanent auf einen technischen Fehler.

Has the casino offered any alternatives for you to pay out your winnings, or offered any timeframe for resolution of the technical error?

I'll await any news.

Apparently it is in the payout process. We now have an alternative, but the casino would have to credit the amount back to the account. This has not happened yet.

Angeblich ist es in der Auszahlung. Wir hätten jetzt eine Alternative dafür müsste das Casino den Betrag aber erst wieder zum Konto gutschreiben. Dies ist bisher auch noch nicht passiert.

Dear megamezo, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear megamezo,

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.