Two days ago i claimed a cashback bonus at Bitkingz and i won big amount so i placed a withdraw with the maximum amount they mentioned and here we start.
First they rejected my withdraw and minus the amount was in my wallet from 4000$ to 1170$ and the reason is that win come from the bonus and they deal with the cashback bonus as a no deposit bonus while to get cashback you need to make a deposit and bet a real money so i don’t know how they count it as no deposit bonus.
Never mind i accept that so i place a new withdraw fro 1170$ and here they came out with something else just to not process it for me as they rejected again and the reason that they need to verified two card i used before to deposited so i email them that its been so long since i used this two card for depositing cause i lost both and that the reason for more than 4 months i been using crypto as deposit method, they insist that without a photo for the two card they will not process it.
I reply again the same things that i lost both card and i don’t have access the bank account but still they don’t care so i tried my best searching for any proof for them to believe that i own these card and i start searching for any picture for the cards and finally i found a selfie picture holding one of the card and the card information clear in the photo and also i found more old photo it was screenshot from my mobile banking application and on it there is information such as my name the prepaid card and showing its last four digits & the expiry date.
I sent them all of this and im sure anyone will see these photo will agree that its proof that i own it.
But still the team rejected my withdraw again and keep asking me for bank a statement imagine how these people are thinking i told them from the begging that i don’t have anymore access to the bank account and look what they still asking me.
Last and not least after giving up trying to convince them to accept the photos i sent as a proof and after i been informed that the accountant team are doing this because its risky and the casino may lost the license so i send them i hand written confession admit that the deposited was done at the casino using the both mentioned card was done by me and im full responsible and acknowledge about it and to release Bitkingz casino from any liability for any issue that may arise and then i took selfie holding it along with my ID card and sent it to them and guess what they still rejecting my withdraw.
I will attached all the photo i sent to them and you can that anyone will agree to used them as a proof.
So i decided to share this experience cause these its not the first time they did such a things every time i won and on the time i decide to withdraw they will work very hard to find any reason to not let me get it.
I been so long playing in the casino around three years and they did that to me so imagine what they are going to do with new joiner.
Dear Karim,
Thank you for reaching out to us and for bringing your complaint to our attention.
We’re truly sorry to hear about your experience.
It is my pleasure to inform you that we have officially filed the complaint with BitKingz.
Sincerely,
Complaints Team
Gamblers Connect
Dear Karim,
Thank you for your feedback. We are committed to finding a solution as quickly as possible.
As outlined in our Terms and Conditions, specifically under section 12:
“The Casino reserves the right to verify your identity before processing payouts and may hold any refunds or withdrawals during this verification period. If false or incomplete personal data is provided, the withdrawal can be refused and the player account terminated. You will be informed of such actions via email. The Casino may also report such actions to applicable regulatory bodies as required.”
Our records indicate that you have previously attempted to use payment methods that do not belong to you. According to our regulations, all payment methods used in the past six months must be verified.
We never hold cashouts without reason, and we have already processed several withdrawals for you.
However, we cannot accept a handwritten letter claiming that the credit card belongs to you (It is not a valid verification method).
To proceed with your withdrawal, please verify your payment methods.
Thank you for your cooperation.
Best regards,
Bitkingz casino
Hello,
Thank you for responding,
First as you mentioned the T&C can you please show me where its mentioned that i need to send you the card photo !? Its clearly mentioned only identity and personal data.
Second yes that true i attempted to used a card not belong to me that time i wasn’t aware about the rules also i already verified that card because it was belong to my girl friend and you accepted the verification.
Last i have been informed the vip manager and live chat support about my currant situation that i lost both of these cards and i tried my best to get for you any proof to show you that the cards belong to me for one of the card i sent already a bank statement in my name issued from the bank and showing the transaction i did by the card and even the last four digits. For the other card i called the bank but they refuse to issue me anything cause my ID is expired and still i didn’t get a new one that the reason i can’t do anything so i keep searching for anything and i found an old email i sent to the bank employee before and email subjected was my name and id number and the email contain that i was checking with the bank staff why i didn’t yet receive the withdraw i placed before in CXE.io and in the attached file it was image from CXE.io app and it showing the card with exp date and last 4 digits but still you refuse to accepted i even sent to you screenshot photo i have from before for the online banking app home page and the card also was showing in there under prepaid card section showing the last 4 digits but still you refused it.
There is no option here to attached for you again the photo i sent and let the complaints team to check it and judge if it’s enough as proof that the card is belong me.