BitKingz Casino - 플레이어는 지불에 지연이 발생했다고 주장합니다.

Hello,on my birthday recently I was given a small bonus and was credited with $7.60 in winnnings.In two days time (25/07/2025) I logged in and seen that my balance was still in credit and proceeded to play.In a short time I won approximately $740 and continued to play down to approximately $678.

I then checked that the balance wasn’t connected to the bonus used and that the bonus terms had been completed,sure enough it said ‘not locked by bonus’ $678 so I applied for a withdrawal of AUD$600 and enquired as to the time needed for its processing.I was told approximately 24 hours.

This would have been my fourth withdrawal from this site.The next morning I checked my emails and seen that my request had been cancelled and my funds no longer in my account balance.Bitkingz had taken every cent down to AUD$76 and told me to withdraw the balance via bank transfer and that’s all I was allowed to collect and the bonus terms were "10 times the initial amount won,will be the capped amount avail to withdraw"

I can back this up with many screenshots of livechat conversations and emails also balance screenshots of my account.I won after the terms and conditions were adhered to and it said "amount avail for withdrawal AUD$678.

Bitkingz refuse to pay my winnings and have told me this will not change!

Please help me! It’s a large sum of money to loose and I cannot exspress my disappointment in their actions or their behaviour towards loyal customers.

Their behaviour should worry everyone who plays online and has never heard of the winnings being capped on any bonuses ever before…

many thanks in advance.

Adam S.

Too many screenshots to attach so I will email folder separately.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player, please request your game history from the casino in Excel format — most casinos are required to provide this upon request. Once you have that file, please send it to my email at [email protected] so I can review everything clearly.

Also, please specify the exact date and time of the incident.

Hey Dominika,thanks for the reply.I’ve asked for the my player records/transaction history and they’ve said it can take up to 2-3 months for them to obtain and then send requested info.I wasn’t aware of the needed format though so thank you!

Basically,I’ve withdrawn approximately $2000-$3000 from this Casino previously with complications but this was a complete denial and then removing of my winnings from my account.

I will certainly keep you guys posted no matter the out come!

thanks heaps again guys!

Dear player, could you please forward me the request you sent to the casino regarding your game history, along with their response, to my email at [email protected]?

Also, could you let me know exactly which bonus this was? If possible, please send me a link to the bonus offer or a screenshot of the bonus terms that were applied at the time.

That shouldn’t be a problem Dominika.I will go through my emails ect now.As for the bonus used it should be on the screenshots provided but the terms and conditions I didn’t see or read anywhere until after trying to withdraw.

thanks

Dear player, to better understand the situation, was your balance separated into bonus funds and real funds while you were playing with the bonus? Also, once you completed the wagering requirements, did the full amount of your winnings transfer into your real money balance?

Dear player,

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.

Hey Dominika,sorry for delay.I will email you a folder of screenshots that explain the situation and how it has played out.There’s one screenshot of the bonus requirements being met and I even asked the livechat agent before requesting withdrawal who told me the bonus requirements were met.

When I requested withdrawal my balance said that nothing was held by bonus,total amount avail for withdrawal.

will email you from r********@hotmail.com

now with folder.

many thanks,

Dear player, your response doesn’t answer my question.

To better understand your situation, could you please clarify:

1. Was your balance separated into bonus funds and real funds while you were playing with the bonus?
2. After completing the wagering requirements, was the entire amount of your winnings transferred to your real money balance?

Answers.

1,No my balance didn’t separate at any time that I know of.

2,Yes.After I played it was still in avail balance and allowed me to request a withdrawal of $600 and leave approx $80 dollars in my account.

Dear player, thank you for providing detailed information and screenshots to support your case.

I checked the bonus terms and conditions, specifically:

- Maximum withdrawable amount applied to depositing customers which has resulted as a winning from No Deposit Bonus, unless otherwise specified in Terms and Conditions of a specific promotion is 10x the bonus amount received.

- Maximum withdrawable amount restriction persists after the completion of the wagering requirement preceding the day of bonus money issuing.

Ideally, online casinos should automatically adjust your balance once the wagering requirements are met and any win limits apply. However, in practice, many casinos only enforce the maximum win cap manually at the time of withdrawal — even if your account balance reflects a higher amount.

In your case, while your available balance showed $678 and the system allowed you to request a withdrawal of $600, the casino later applied the 10x cap linked to the original No Deposit Bonus. That means anything above the capped amount (e.g. $76 if the bonus was ~$7.60) was considered non-withdrawable, even though it temporarily appeared in your balance.

We understand this can be confusing and disappointing, especially when the platform interface does not make such restrictions clearly visible or enforce them in real time. Unfortunately, despite these concerns, the casino's decision does align with its stated bonus terms.

While we find this practice less transparent and not very player-friendly, we must acknowledge that the casino has followed its terms and conditions in this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.