BitKingz Casino - El retiro del jugador se retrasa debido a la verificación de la tarjeta.

Hello, I signed up and played in October of last year. I used my credit card from back then. Unfortunately, I didn't win anything and had my account closed for six months. It was then recently reactivated. Today I won €900 with my new one. Unfortunately, I can't take a photo of the old one anymore, and my current one looks terrible! They still insist that I show my old one. I've already uploaded my bank statement, etc., but unfortunately, my withdrawal has been repeatedly declined. What can I do to ensure that this all comes to a happy conclusion?

Best regards🙂

Guten Tag , ich habe in Oktober letzten Jahres mich angemeldet und gespielt. Mit meiner damaligen Kreditkarte, leider habe ich nichts gewonnen und mein Konto für 6 Monate schließen lassen . Daraufhin wurde es vor kurzem wieder freigegeben . Habe dann heute mit meiner neuen 900 Euro gewonnen , die alte kann ich leider nicht mehr fotografieren und meine aktuelle sieht Miesarabel aus ! Sie bestehen aber weiterhin darauf das meine alte noch vorgezeigt wird habe schon Konto Auszug etc alles hochgeladen aber meine Auszahlung wieder leider immerwieder abgelehnt. Wie kann ich weiter verfahren das es noch zu einem glücklichen Ende kommt

Mfg Grüße🙂

Dear niclaasj,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your credit cards seems to be the only issue?
• Have you provided any other documents to verify your account and have they all been approved?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Good day, the card issue could be resolved Nevertheless, all withdrawals are rejected. I keep saying I've entered something incorrectly, etc., but that's not the case. Now my account has been blocked! I'm a little stunned.

Now I have received an email.

Hello Nicolas,

Kindly note that your withdrawal requests are failing due to incorrect information provided. Please share the following details in text format so we can forward them to the appropriate team and they will process the transaction manually:

Account holder's name: X (full name should be provided)

Account holder's address: X (physical address: city, street, building)

Account holder's email address: X

Bank name: X (full name of your bank)

Bank address: X (physical address: city, street, building)

Account number: X

BSB: X

SWIFT (or BIC): X

Thank you for your understanding and cooperation.

Kind regards,

Kate

Casino Host

I don't understand the world at all anymore.

Guten Tag , das mit der Karte könnte geregelt werden trotzdem werden alle Auszahlungen abgelehnt immer wieder würde ich was falsch eingeben etc aber das trifft nicht zu . Nun wurde mein Konto gesperrt ! Also bin ein wenig fassungslos.

Nun habe ich eine Email bekommen.

Hello Niclaas,

Kindly note that your withdrawal requests are failing due to incorrect information provided. Please share the following details in text format so we can forward them to the appropriate team and they will process the transaction manually:

Account holder's name: X (full name should be provided)

Account holder's address: X (physical address: city, street, building)

Account holder's email address: X

Bank name: X (full name of your bank)

Bank address: X (physical address: city, street, building)

Account number: X

BSB: X

SWIFT (or BIC): X

Thank you for your understanding and cooperation.

Kind regards,

Kate

Casino Host

Ich verstehe die Welt überhaupt nicht mehr .

Thank you for your reply, niclaasj. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• When was the last time you could access your casino account?

Thank you.

Good morning, I've just received the money. It was a difficult birth, but everything went smoothly in the end. Thank you!

Guten Morgen , gerade das Geld erhalten Schwere Geburt trotzdem alles dann doch sauber gelaufen . Ich danke !

Dear niclaasj,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru