BK8 Casino - El saldo del jugador está siendo confiscado.

My withdrawal request was not being processed for a long time, and when I contacted support, I was told that my balance would be forfeited.

When asked for the reason, I was told that the review process is confidential and therefore not disclosed.

I think that's incredibly unfair.

Please retrieve the balance.

出金申請が中々処理されず、サポートに問い合わせると残高を没収するとの内容でした。

理由を聞くも審査プロセスは機密なので非公開とのことです。

あまりに理不尽だと思います。

残高を取り返してください

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear rengoku3,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

No, this is my first withdrawal request.

I submitted my identification documents, but I haven't received any notification of acceptance.

I increased my balance using the bonus. I have met the wagering requirements.

いえ、初めての出金申請です。

本人確認書類は提出しましたが、合格の通知は来ていません。

ボーナスを利用して残高を増やしました。賭け条件はクリアしています

Dear rengoku3,

Thank you for your reply and for providing the previous details.

• Could you please clarify the exact date when you requested the withdrawal?
• Could you please specify which verification documents you have provided and when?
• Additionally, could you provide communication regarding your account status before the balance was forfeited?

You can send all relevant documents (such as screenshots, emails, or chat transcripts) to petra.h@casino.guru or post them directly in the thread.

Thank you again for your cooperation.

I submitted the withdrawal request on March 31st.

The identification documents I submitted were my ID card and my resident registration certificate.

I will send you the correspondence with the casino via email.

出金申請をしたのは3/31です。

提出した本人確認書類は身分証と住民票です

カジノとのやり取りをメールで送ります

Thank you for your reply and for providing the previous details, rengoku3.

• Which payment method did you choose to withdraw your winnings? Was it the same one you used for the deposit?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you again for your cooperation.

I made a deposit using USDTE and also requested a withdrawal in the same currency.

My account has been blocked from the site, so I can't see my history.

Please cooperate in discussions with the casino.

USDTEを利用して入金し、出金も同じ通貨で申請しました。

サイトからアカウントがブロックされていて、履歴は見えないです。

カジノとの話し合いに協力してください

Dear rengoku3

Based on the evidence and communication from the casino, it is indicated that your account was blocked due to a breach of the terms and conditions.

• Are you aware of any activity that may have unintentionally led to a violation of these terms?

Once I have this information and confirmation, I will proceed with escalating the case for further resolution.

Thank you for your confirmation.

I have not engaged in any fraudulent activities whatsoever.

I haven't done anything that violates the casino's terms and conditions.

I believe this is an unfair confiscation.

私は不正行為を一切行っていません。

カジノの利用規約に反するようなこともしていません。

不当な没収だと思っています。

Dear rengoku3

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite BK8 Casino representative to join this conversation.

Dear BK8 Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear player,

I would like to inform you that I am currently in contact with the casino outside of the public thread regarding your case.

I will update the complaint as soon as I receive further information.

Thank you for your patience and understanding.

Dear player,

I would like to inform you that I am still following up on your case and awaiting further information necessary for the investigation.

As there has been some progress in the communication regarding this matter, I will extend the timer for a final additional 7 days to allow sufficient time for all relevant parties to respond.

Thank you for your patience and understanding. I will update the complaint as soon as I receive any new information.

Dear player,

I would like to provide a brief update regarding your complaint.

I am still in communication with the casino regarding this matter. The casino has informed us that they are currently reviewing the case internally and expect to provide further information shortly.

As I am awaiting their response and there has been ongoing communication regarding your case, I will keep the complaint open for now and update the thread as soon as I receive their final position.

Thank you for your patience and understanding.

Dear player,

Thank you for your patience.

The casino has responded and informed us that they are currently reviewing your case internally and require additional time to complete their investigation.

As we are now in active communication with the casino regarding this matter, I will extend the timer by another 7 days to allow them sufficient time to provide a detailed response and supporting information.

I will keep you updated as soon as I receive any new information.

Thank you for your understanding.

Dear player,

Thank you for your patience.

I am currently in communication with the casino regarding your case and reviewing the information they have provided. I have also requested additional clarification to better understand the circumstances surrounding the account closure and balance confiscation.

I will update this complaint as soon as I receive further information.

Thank you for your understanding.

Dear player,

Thank you for your patience.

I am still in communication with the casino regarding your case and am currently awaiting additional clarification necessary to complete our review.

As we are actively working on this matter, I will extend the timer by another 7 days to allow sufficient time for the casino to respond.

Thank you for your understanding. I will update the complaint as soon as I receive any new information.

Dear player,

Thank you for your patience.

I am still in communication with the casino regarding your case. As part of our review, I have requested additional information and clarification from the casino, and I am currently awaiting their response.

As the investigation is still ongoing, I will extend the timer by another 7 days to allow the casino sufficient time to provide the requested information.

Thank you for your understanding. I will update this complaint as soon as I receive any new developments.

Dear player,

Thank you for your patience.

I would like to inform you that I am still in communication with the casino outside of the public complaint thread regarding your case. As our discussion is ongoing and I have requested additional information necessary to complete our review, I will extend the timer by another 7 days to allow sufficient time for the casino to respond.

I will update this complaint as soon as I receive any new information.

Thank you for your understanding.

Dear player,

Thank you for your patience.

I have received a response from the casino, but I still require some additional clarification before I can reach a final conclusion.

As I am currently awaiting their reply, I will extend the timer by another 7 days.

Thank you for your understanding.

Dear Player,

Thank you for your patience throughout this complaint. I understand your frustration, especially given how long we have been trying to obtain sufficient information from the casino.

I have contacted the casino and followed up with them multiple times. Unfortunately, despite their responses, they have not provided enough evidence or clarification for us to fairly complete the investigation and reach a reliable conclusion regarding the confiscation of your funds.

As we cannot keep the complaint open indefinitely without the necessary evidence, I will now have to mark the complaint as unresolved in our system. Please note that this does not mean we have concluded that the casino’s position was justified. It means that, based on the information available to us, we were unable to reach a fair and reliable conclusion.

I understand this is not the outcome you were hoping for. Please note, however, that unresolved complaints negatively affect the casino’s rating on our website, which may encourage the casino to improve its approach in the future. If the casino provides relevant evidence or new information at any point, we can reopen the complaint and continue the investigation, and you will be notified by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA), also known as Anjouan Gaming, by submitting a complaint through the license badge displayed in the footer of the casino’s website. The regulator may have additional tools and authority to assist you with this matter.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in our article. If you need any assistance with the submission process, or if you receive a response from the regulator, please don’t hesitate to contact me at barbora.p@casino.guru.

I’m truly sorry that, despite our efforts and the time spent trying to obtain the necessary information, I couldn’t provide you with a more favorable resolution this time.

Kind regards,

Barbora

Casino Guru