BitKingz Casino - La cuenta del jugador ha sido deshabilitada.

My account was disabled and I couldn't withdraw my money

Dear mhmttnky,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you passed the KYC verification before the casino blocked you?

Do I understand correctly that $1100 (dispute value) is being held in your casino account? Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello Kristina,

Thank you for your concern. I sent the necessary documents for Kyc. I think the ID document was approved and the other documents were pending.

I had 1100$ in my casino account and I didn't receive any active bonus.

Thank you very much for your reply, mhmttnky. Have you received any explanation from the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes, on 03.08.2023 I received an email from the casino saying that the deposit will be refunded. I am waiting for the refund this time too

Please note that you have not forwarded me any emails. Could you please do so as soon as possible so that we can proceed with this complaint?

Dear mhmttnky,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.