K8 Casino - El retiro del jugador está restringido.

This casino only allows me to withdraw money via crypto, so I applied for withdrawal via crypto.

However, the casino refused, saying I needed to withdraw via bank transfer.

Since I cannot use bank transfers, I am effectively denied withdrawal.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with K8 Casino.

Please understand that the variety and accessibility of payment methods are not managed solely by the casino. Several factors—such as the licensing authority, geolocation, contracts with payment providers, and banking restrictions—can all significantly influence which options are available. If a payment method is offered for deposits, it does not necessarily mean it will also be available for withdrawals. Moreover, some methods may be discontinued at any time. Unfortunately, this means that casinos are sometimes limited in what they can offer to their customers.

• Could you please send me a screenshot showing which payment methods are currently available for withdrawals in your casino account?
• Has the casino offered you any alternative way to withdraw your winnings, such as processing a manual withdrawal?
• Could you also kindly confirm whether you have completed the full KYC verification?

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

Best regards,

Veronika

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Thank you for your patience, and stay safe.

Since I cannot use these withdrawal methods, I can only withdraw via virtual currency.

I used this casino because it offered that service.

Could you please specify why you can't select one of the alternative payment methods to withdraw your winnings?

Bank withdrawals are not supported and Japanese banks are currently refusing to accept deposits from online casinos.

Wallets are also not supported, as accounts have been deleted or cannot be created.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear andandjonnyx,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite K8 Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and make some suggestion how player can withdraw his money?

Thank you in advance for providing the information.

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.

Good Afternoon All. Please allow me to look into this with the appropriate team. thanks for your patience.

Thank you! Please keep us informed.

Hello again, in order to avoid issues with your funds that could lead to your wallet address being frozen after a withdrawal, we previously guided you to withdraw using fiat currency. We’ve confirmed that you have already completed the fiat withdrawal mentioned in this case. If you have any questions, feel free to contact the website’s online customer service. Thank you.

Withdrawals cannot be made in legal tender.

Currently, due to a lack of trust in the casino, funds are being temporarily transferred to a separate wallet, but there is a time limit, and once the issue is resolved, the funds will be returned to the casino.

What does it mean that the wallet address is frozen after withdrawal? Are the funds of this casino so gray?

It was decided to delete the account of the wallet using legal tender.

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This casino advertised that it was possible to deposit legal tender and withdraw cryptocurrency, so I played at this casino.

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However, the casino refused to allow me to withdraw my funds. There were no other withdrawal methods available.

I couldn't trust this casino, so I temporarily returned the funds to my wallet, but I'm in trouble because the wallet is scheduled to be deleted.

Is it correct to assume that the withdrawal agent used by this casino, or the casino itself, is dangerous, resulting in the withdrawal destination wallet being frozen?

If so, please lower the rating of this casino significantly.

That concludes the complaint.

Dear K8 Casino,

I just want to be sure I understand this correctly. You stated, that the player has already withdrawn successfully: (" We’ve confirmed that you have already completed the fiat withdrawal mentioned in this case., ").

Can you please confirm this and let me know how much has he withdrawn? Thank you very much in advance.

Dear andandjonnyx,

I understand your point; however, I am certain there are many other crypto wallets that do not consider casino operations illegal, especially given that this casino is legally licensed.

If your wallet is being closed, could you please provide proof of this along with the name of the company? Is there also a possibility to transfer your funds to a different crypto wallet? From past cases, we know that you own multiple crypto wallets.

Dear K8 Casino,

I would still need the requested statement from you. Thank you very much for your cooperation.

The wallet that will be closed is payz.

The company did not decide to close it, but I decided to close it due to dissatisfaction with the service.

Therefore, it is necessary to transfer all balances from the wallet in order to close it.

It may be possible to withdraw fiat currency through another casino, but it is not possible to withdraw cryptocurrency because there is a balance remaining in this casino.

I only use Bybit and MEXC for cryptocurrency wallets.

Hello again, regarding the situation where fiat currency deposits are used for gameplay and then converted into cryptocurrency for withdrawal, the website has relevant risk-control mechanisms in place to prevent money laundering and ensure the security of customer accounts. We apologize for any inconvenience this may cause, but it does not affect your ability to withdraw directly in either fiat or cryptocurrency. The website’s VIP account manager has also recently communicated and explained this to you. If you have any questions, please contact your VIP account manager directly. Thank you.

This casino originally promoted itself as a place where you could deposit with fiat currency and withdraw with cryptocurrency, and it even encouraged withdrawals with cryptocurrency.  

It is unclear whether moving funds from a closed wallet to another wallet is correctly referred to as "money laundering," but this casino has consistently endorsed such practices.  

It is unfair to suddenly announce such changes on the website without prior notice and then make such statements after customers have already deposited funds.

Despite this, the withdrawal system of this casino still offers the option to withdraw fiat currency as cryptocurrency, which seems contradictory.

In the first place, whether you withdraw cryptocurrency with cryptocurrency or withdraw fiat currency with cryptocurrency, it is simply a matter of transferring funds from the casino wallet to the cryptocurrency wallet.

If, as the casino claims, the latter causes the wallet to be frozen, then the former will also be frozen.

Dear andandjonnyx,

As the choice and management of your wallet remain entirely within your control, matters such as freezing it are unfortunately beyond the casino’s responsibility.

I understand that you have been unsatisfied with the service and that is the reason of freezing the account and allowing the funds to return to the casino. But this decision is entirely yours.

I would recommend contacting your VIP manager, who can guide you through the withdrawal process using a payment option the casino deems suitable for your situation. Please note that they are not obliged to offer only your preferred payment method. Additionally, be aware that ANY deposits made to the casino must be wagered in accordance with its AML policy. While I understand this may not be ideal from your perspective, it is a standard compliance requirement.

I appreciate your understanding and look forward to hearing about your progress.

It seems you are misunderstanding, but the wallet I am closing (payz) is different from the wallets that are being closed due to the casino's credit issues (bybit, MEXC).

If the casino objectively lacks credit and the cryptocurrency wallet for withdrawals is frozen, then that is the casino's responsibility.

The betting conditions are also met.

The casino says that withdrawals are possible if you play the games properly, but even after reading the terms and conditions, I found that I had met the casino's wagering requirements.

The issue of this complaint is simple.

The only withdrawal method available is cryptocurrency, but I am having trouble because my cryptocurrency withdrawal has been rejected.

Dear andandjonnyx,

OK, I understand your position now, however, closing the only available option to you—Payz—appears to be creating avoidable complications.

Dear K8 Casino Team,

Could you please engage in this matter and confirm which withdrawal options are currently available for the player? Your prompt response would be greatly appreciated.

The casino says that withdrawals in cryptocurrency are possible if certain betting conditions are met.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear andandjonnyx,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina