BitKingz Casino - Los depósitos de los jugadores por debajo de los límites mínimos provocaron la pérdida de fondos.

I made a mistake and did not see the minimum crypto amount when making an initial deposit. I rectified the situation by depositing an amount that brought it above this threshold and contacted support to advise. When i requested this be credited I was told that they are unable to see any transactions below the threshold and could not locate either deposit and could therefore not send the funds back. This is clearly false as anyone who has a crypto wallet would understand that there is not a magic number at which you are able to see a transaction. I provided all screenshots and transaction ids showing that the funds had been transfered but was still denied my own money.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BitKingz Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share the hash of the transaction so we can review the transaction on a reputable explorer? Share the details here or send the information to my email at tomas@casino.guru
• Have you made successful deposits before and after the incident?

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

Best regards,

Tomas

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Thank you for your patience, and stay safe.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello douglegend,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. However, if the funds went through a third-party payment provider, it may be very hard to get a refund and the casino may not be able to help you. I'm inviting BitKingz Casino to join this conversation.

Hi,

Thank you for bringing this matter to our attention.

Upon review, we can confirm that the player initiated a deposit amount below the minimum cryptocurrency threshold specified on our website.

In such cases, the transaction cannot be allocated to a player’s account and, as outlined, the funds are considered irretrievable.

Unfortunately, this means they cannot be credited to the casino balance.

We trust this explanation provides clarity regarding the situation and appreciate your understanding and cooperation.

Kind regards,

Bitkingz Support Team

My issue is that the money is in a wallet, controlled by somebody at your organisation, and you are trying to tell me that you cannot see it and therefore cannot credit or return it?

This is absolutely farcical on its face - and the fact that the minimum deposits are in a size approximately 1/4 the size, and deliberately obfuscated on the site makes me think that this is actually a revenue generating scheme for the casino. I have had similar issues in the past, where the casino has happily either credited, or refunded the funds - and taken feedback about the difficulty in seeing the minimums required on board, and made genuine attempts to ensure that it is clearly visible. Playing games like this over a trivial amount to a casino, yet what could be a significant sum for an individual - reflects very poorly on the casino and its trustworthiness should anyone make an error that not rectifying would favour the casino. I am certain that should the shoe be on the other foot, and a payout been made to myself in error, you would not accept the line that you are taking and would persue me for the funds.

Dear BitKingz Casino team,

The funds are not lost once the transactions are confirmed. If the player can provide a transaction hash, it's very easy to track them. The question is, do you manage the payments yourselves, or do you use an external payment provider?

Dear all,

We confirm that we are using the services of an external payment provider. The provider has informed us that, regrettably, the funds in question are considered lost and cannot be recovered.

While we sincerely empathize with your situation, we must inform you that we are unfortunately unable to provide further assistance regarding this matter.

We appreciate your understanding.

Kind regards,

Bitkingz Support Team

It sounds as though I will need to report the casino the their licensing body - and they need to reconsider their payment provider if they cannot track clearly traceable transactions - if what they are saying is true, then surely they would consider it theft - which by definition, it is.

Clearly their financial management and protection is not up to par for a casino of its size and it needs to be seriously reviewed by the authorities - and a warning issued to all players that deposits are not secure as they are not handled by the casino directly - which has an impact on both deposits and withdrawals. Being part of a group as they are, it also brings into question the group, and I will be making clear to the authorities that conditions should be placed on their license to protect players, and will be making known in communities that I am part of that depositing with these casinos is like a spin of a slot machine - jackpot or financial ruin.

I appreciate the effort that you put in Peter, you have been a fair and just mediator - but clearly the casino has no goodwill or conscience towards the consequences of their mismanagement. Are you able to provide any contact information on the institution that issued this casino their licence with this poor a financial control system in place so that I can make my report?

Hello douglegend,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi all,

Thank you for your replies.

Dear douglegend,

Thank you for your patience. I’m very sorry, but unfortunately the funds will not be retrieved in this case. Some payment providers do not process refunds for amounts below $100, and since this is outside of the casino’s control, we are unable to hold them accountable for it. It’s also important to note that the minimum deposit requirements that are set should be observed by the player when depositing to avoid such issues. We completely understand this is disappointing and we regret the inconvenience caused. However, we have no other choice but to reject your complaint. I wish I could be of more help.

Best regards,

Peter