BitKingz Casino - El jugador enfrenta problemas de retiro después de ganar un bono.

Hello,

Yesterday, I deposited at bitkingz again.

Didn't win anything with real money but still had a bonus. With that, I won €0.80, and then turned it into €250.

After 5 minutes, the bonus was fully wagered, and the sum in my account was still over €200. Normally, this would reduce automatically if only limited winnings were allowed, but that wasn't the case. So, I placed €200 for withdrawal.

Shortly after, I won another nearly €200. From that, I added another €150 to the withdrawal. So, a total of €350.

Now bitkingz has canceled my withdrawal and claims I was only allowed to withdraw €20 because it was all bonus money, and with my €0.80, I could only withdraw a maximum of €20.

That's all well and good, they might justify the €250 with that. But the fact is, I won again after the bonus was fully wagered, another whole €200!

They have now removed €330 from my account and refuse to pay it out! Even though it was clearly not my fault, but an internal casino problem if it's really the case that I was only allowed to retain €20.

They should have removed it immediately after wagering like every other casino does, right!?

Can someone please help me?

Hallo,

Ich habe gestern mal wieder bei bitkingz eingezahlt.

Mit echtgeld nichts gewonnen aber hatte noch nen Bonus.. hab dann damit 0.80€ gewonnen.. daraus dann sage und schreibe 250€ gemacht.

Nach 5 Minuten war der Bonus umgesetzt und die Summe auf meinem Konto war noch immer über 200€. Normalerweise würde diese sich ja nun von selbst reduzieren wenn nur begrenzte gewinne möglich wären.. dem war aber nicht so.. also 200 in die Auszahlung gepackt.

Kurz darauf habe ich nochmal knapp 200 gewonnen.m davon habe ich nochmal 150 in die Auszahlung gemacht. Also insgesamt 350€.

Nun hat bitkingz mir meine Auszahlung storniert und behauptet ich dürfte nur 20€ auszahlen, weil das alles bonusgeld wäre und ich mit meinen 0.80€ maximal 20€ auszahlen könne.

Alles schön und gut.. Die 250 könnte das ja begründen.. aber Tatsache ist doch, das ich danach, nachdem der Bonus dann umgesetzt war weiter gewonnen habe! Immerhin nochmal ganze 200€.

Sie haben mir nun die 330€ von meinem Konto abgezogen und weigern sich diese auszuzahlen! Obwohl es doch offensichtlich nicht mein Fehler war sondern wenn überhaupt ein casino internes Problem wenn es wirklich so ist das ich hätte lediglich 20 behalten dürfen.

Dann hätten sie diese doch sofort nach umsetzen entfernen müssen wie jedes andere casino auch !?

Kann mir bitte jemand helfen ?

Dear Lucille713,

Thank you for submitting your complaint. I’m sorry to hear about the issue you’re experiencing. Please allow me to ask a few questions to better understand your situation.

• Could you please clarify which type of bonus you activated and played with? If possible, kindly provide a screenshot or a link to the bonus, along with its terms and conditions.
• Am I correct in understanding that you initially requested a withdrawal of €200, but later reversed the request, continued playing, and accumulated additional winnings, eventually requesting a €350 withdrawal?

Please note that in many casinos, the maximum win rules for bonuses are applied only after a withdrawal is processed, not immediately after wagering requirements are met. Since you canceled your withdrawal, the bonus winnings cap remained in effect. I completely understand how frustrating this must be, and I agree that it would be much more transparent and user-friendly if casinos applied the cap right after the wagering or provided a clear warning about caps after gameplay. Unfortunately, this practice doesn’t typically violate the casino’s terms, but I understand how it might feel unfair from a player's perspective.

I hope we can assist you in resolving this matter as soon as possible. Thank you for your patience and for providing any additional information.

Best regards,

Veronika