BitKingz Casino - 플레이어의 계정이 차단되었습니다.

They closed my account when I asked for payment, they don't want to give me a reason why my account was closed ... I paid 3 deposits and played and when I got it I asked for payment but they refused my order and they don't want to give me a reason.

Zatvorili su mi nalog kada sam zatrazio isplatu,ne zele da mi navedu razlog zbog cega mi je zatvoren nalog...uplatio sam 3 depozita i igrao i kada sam dobio zatrazio sam isplatu ali nalog su mi zatborili a razlog ne zele da mi navedu.

Hello Estevan,

Thank you very much for submitting a complaint and I'm sorry to hear about your issue with BitKingz Casino. Allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Have you made any withdrawals from the casino in the past? Did they specifically mention any reason for blocking your account?

Please forward any screenshots and relevant proof to nikolas.b@casino.guru.

Regards,

Nick

Thank you Estevan for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Estevan,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BitKingz Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BitKingz Casino Team, could you please state the reason why the player's account was closed and explain the situation to us in more detail?

Thank you in advance for providing the information.

Hi Estavan & Casino Guru Team!

Please note that we refer to the following terms & conditions regarding the account closure: 

"The use of bonus funds purely to progress through the bonus stages is prohibited, particularly in the cases when bonus or cash funds are used purely to progress through the bonus stages (e.g. collecting 9 out of 10 coins to reach the bonus feature), and then final stages (e.g. playing to collect the final coin to reach 10 out of 10 and the bonus feature) are completed with cash bets when bonus funds have been forfeited, lost or wagering has been met, and converted to cash. All the winnings gained during that play may be considered void."

Furthermore, we would like to clarify that no documents have been sent and the account is not verified. 

In case the reply above does not clarify the situation, we are willing to enclose the exact details in a private channel.

Respectfully, 

Team BitKingz

Greetings all,

Thank you very much, Team BitKingz, for providing the information and explanation.

Could you please share with us the mentioned details/data via email (branislav.b@casino.guru)?

Dear Estevan,

Meanwhile, can you please share with us the document or screenshot supporting your claim that your account was verified?

Thank you Branislav!

A mail with all details was sent to the address as requested.

Please do not hesitate to reach out for further questions.

Kind regards

Team BitKingz

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Dear Estevan,

We were provided with your gaming history data from BitKingz Casino, supporting the casino's statement. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified (violation of the casino's terms). Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Team BitKingz, for providing all information and for your cooperation.

Best regards,

Branislav, Casino.Guru