BitKingz Casino - La cuenta del jugador ha sido cerrada.

Dear Betta72,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and confirm, you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account, or during playing?

If there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here. I would especially like to see the message in which the support agent claims that there were no problems because of selecting the wrong country.

Looking forward to hearing from you.

Best regards,

Kristina

I showed this on another device and deliberately asked them if it was possible to change the state, which they confirmed to me that it was possible.

Thank you for your reply and emails, Betta72. Could you please confirm that the country was the only incorrect detail you provided? Is the rest of your personal information correct?

Also, would you be so kind as to clarify when exactly you noticed that you chose the incorrect country?

???

Thank you very much Betta72 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

thank you very much, you are very kind

Hi Betta72,

I'm taking over your complaint. Let me ask you a question. What does that part with "my passport is brazil but form my personal info is hong kong" mean?

I deliberately asked in the chat as an unregistered user of the agent if it is possible to change the state if I put it badly, I just entered the chat where they confirmed that it can, but my account did not want to change the state, so the question was asked totally different profile and on another device ... I made an order on another device just to ask that question to see if it is possible to change the state.

So this question was asked only for information and with the intention to prove that it is possible to change the country. I have already informed Agent Liliana on my profile that I am from Serbia and that I made a mistake and I sent a passport and she accepted my passport. , 6 o'clock sent proof of residential address and a picture of me standing in front of my house with the name of the street and house number, but then they said that I entered badly and that the state does not match the one from the passport ... so that's the only wrong thing I entered.

Znaci to pitanje je postavljeno samo informativno i sa namerom da dokazem da je moguce promeniti drzavu.ja sam vec obavestila agenta lilianu na mom profila da sam iz srbije i da sam pogresila i poslala sam pasos i ona mi je pasos prihvatila,zatim sam posle 5,6 sati poslala i dokaz o adresi stanovanja i sliku kako stojim ispred svoje kuce sa imenom ulice i brojem kuce medjutim tada su rekli da sam lose unela podatke i da se ne poklapa drzava sa onom iz pasosa...dakle to je jedino neispravno sto sam unela.

Alright Betta72,

I will contact the casino and see if I can help. I would like to invite BitKingz Casino to the conversation to participate in the resolution of this complaint.

explain to them that I sent a passport and that they took my passport, that I withdrew money once when I asked for a withdrawal the second time they asked for my documents ... they accepted my passport and agent liliana was informed that I had entered the state badly, and she she personally said that my account was verified after sending the passport.

Good day Betta72 & Casino Guru Team!

Player's account has been closed and the initial deposit was refunded due to violation of our Bitkingz Сasino T&C Antifraud Policy as follows:

The Casino has zero tolerance to advantage play. Any player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:

use of stolen cards;

chargebacks;

creating more than one account in order to get advantage from casino promotions;

providing incorrect registration data

providing of forged documents;

any other actions which may damage the Casino.

(The terms can be checked here: https://www.bitkingz.com/terms-and-conditions)

The player accessed and played in the Casino from Mexican IP, submitted MX (Mexico) as Profile country, as well as Mexican phone number.

The account has been closed per our discretion with winnings confiscated and initial deposit refunded. The account can not be reopened, nor winnings will be reinstated.

We thank you for understanding and are available in case further questions arise.

Sincerely,

Team BitKingz

First I did not have a profit earned from the bonus but I had a profit earned from my own deposit which you can see .... the other thing is that you used mexico ip, because I used vpn which was turned on, vpn is not forbidden to you casino it is you agent confirmed.and i had to enter any phone number because the casino other than that mexican number did not allow me another option.

Hi all,

Thank you for your replies.

Dear Betta 72,

Based on your previous post, you were aware that you had a VPN on, so this wasn't a coincidence or an honest mistake. Especially if you used some Mexican phone number because as you stated: "the casino other than that mexican number did not allow me another option"

At this point, you were well aware that you were using incorrect registration data. If this is the case, I'm afraid your complaint will be rejected. I suggest you always use correct information to register a new account in the future to avoid this kind of trouble. If you disagree with this decision I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter