BK8 Casino - La cuenta del jugador ha sido cerrada.

After I requested a withdrawal, it was put on hold and after a while my account was banned.

When I inquired about it, I was told that there must have been some kind of mistake, and my account was immediately reactivated, but the balance was now zero.

After that, we exchanged messages several times and they said they would return the balance to my account, but I was banned again and no withdrawals were made.

出金申請後に保留になり、しばらくしたらアカウントをBANされました。

問い合わせした所何かの間違えだったのかすぐにアカウントは再開されましたが、残高が0になっていました。

その後も何度かやりとりをして、アカウントに残高を戻すと言われたが、再度BANされて出金もされていません。

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that you had USD₮171 (dispute value) in your casino account before you lost access to it?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

The only games played were the three original BK8 games: Dice, Keno, and Plinko.

There was definitely a balance before I lost access, $172.48 to be exact.

I deposited $100 and took advantage of the offer to receive a $100 bonus if I bet $1,000.

The campaign was conducted on Discord, so many people used it at the same time.

Deposit $100 → Play for $1000

After receiving the $100 bonus, wager 1x the amount required for withdrawal.

After that, I continued playing the original game and requested a withdrawal of $172.48.

The withdrawal was put on hold, and after a few minutes I was unable to log in to my account. After inquiring, my account was restored, but the withdrawal had been cancelled and my balance had dropped to zero.

After the balance reached zero, I contacted the person in charge and was told that they would restore the balance and add $50 to my account as an apology for the mistaken account closure.

After that, I waited for it to be restored, but I was unable to log into my account again and that's where I am today.

プレイしたゲームはBK8オリジナルゲームのダイス、キノ、プリンコの3つのみです。

アクセス出来なくなる前には間違いなく残高があり正確には172.48ドルです。

100ドル入金し、1000ドル分のベットを行うと100ドル分のボーナスがもらえるものを利用しました。

キャンペーンはディスコードにて実施されていたものなので多くの人が同じ期間に多数使用されています。

100ドル入金→1000ドル分のプレイ

ボーナスの100ドル受け取り後、出金条件の賭け金1倍をベット

その後オリジナルゲームのプレイを継続し、172.48ドルで出金申請

出金が保留になり、数分後にアカウントにログイン出来なくなり、問い合わせ後アカウント復旧しましたが出金はキャンセルされており残高も0になっていました。

残高が0になった後に担当者へ連絡、残高の復元と誤ったアカウント閉鎖のお詫びとして50ドルを追加で反映すると説明あり

その後復元を待っていたのですが、再度アカウントにログイン出来なくなり現在に至ります。

Thank you very much for your reply, utautatinkerbell. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I can't log in, so I can't see my support history.

ログイン出来ないのでサポートとの履歴が見れません

Dear utautatinkerbell,

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, Peter (peter.c@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,

Kristina

Please continue to respond.

引き続き対応お願い致します。

Hello there,

Thank you utautatinkerbell for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BK8 Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

I would like to know too. Please investigate further.

私も知りたいです。詳しく調査をお願いします。

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.

I have tried to contact BK8 Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter