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Good morning, I made a deposit via the Tron method on the BitKingz site. The transaction was completed and finalized by the hash. I contacted the support agents several times, and they informed me that the minimum deposit amount is 150 TRX. I then requested them to return the amount to my account, accounting for the transaction fees, or to send it to my account, but they told me that the amount didn’t reach their wallets. I sent the receipts, yet they continue to deny that the amount was received. I emailed them and received the same negative response. The issue is that the transaction was completed and sent to their site's address, and I have no way to recover my balance unless they return it, which they deny, stating that the amount wasn’t received. I will send proof here showing that the Tron transaction was completed to their address, and I will also send the screenshot of the site's Tron address.

Bom dia fiz um deposito pelo metodo tron no site bitkingz o envio foi feito e finalizado pela hash entrei em contato varias vezes com os atendentes que me informaram que o valor minimo para o deposito seira de 150 trx , entao pedi para devolver o valor para minha conta fazendo a cobranca das taxas de envio ou entao que enviasse para miha conta so que me informaram que o valor nao caiu na carteiras deles enviei os comprovantes e mesmo assim eles continuam negando que entrou o valor , enviei um email para eles e recebi a mesma negativa , o problema e que o envio foi feito e finalizado para o endereco deles do site e nao tem como reaver meu saldo que foi enviado so se eles devolverem o que negam informando que nao entrou o valor . Vou enviar aqui os commprovantes provando que foi feito o envio de tron e finalizado para o endereco deles vou enviar o print tambem do enderedo de tron do site .

Dear mengobsb77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

I have already seen in my wallet that is BRASIL BITCOIN they informed me that the transaction was made and finalized, like the receipt that I sent here . I don't understand why the site simply goes to check the deposit because I even send them the link of the transaction and what they only inform is that the value did not enter but how did the value not enter if in the hash there is the confirmed shipment and to their wallet.

Ja vi na minha carteira que e a BRASIL BITCOIN eles me informaram que foi feito a transacao e finalizada , igual o comprovante que enviei aqui . Nao entendo porque o site simplesmente vai averiguar o deposito pois envie ate o link da transacao para eles e o que ele so informam e que nao entrou o valor mais como nao entrou o valor se na hash esta la o envio confirmado e para carteira deles .

Dear mengobsb77,

Please note that once you forward a payment confirmation, it may take up to a month (as stated previously) for the casino to locate the missing funds and add them to your account.

Can you please advise if there's been any update from the casino since your last post?

Awaiting your response.

Regards,

Nick

The last time I talked to them in the chat they just told me that my deposit didn't go into their accounts, which is a big lie because I sent all the receipts to them and they didn't even look at the receipt of the deposit, they just told me that it didn't go in and I disagree, I sent the receipt of the account that went out and at their address that it was deposited, I sent everything possible, but as I said, they don't even look at it.

Não ouve nada ultima vez que conversei com eles no chat só me falam que não entrou na contas deles o meu deposito o que e uma grande mentira pois enviei todos comprovantes para eles e nem sequer olharam o comprovante do deposito so me passa que nao entrou e eu descordo envio o comprovante da conta que saiu e no endereço deles que foi depositado , enviei tudo possível mais como já falei eles nem olham .

Thank you mengobsb77 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear mengobsb77,

I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BitKingz Casino representative to join this conversation and participate in resolving this complaint.

Dear BitKingz Casino,

The player has provided us with the proof of payment and the funds should be in your wallet. Could you comment on this situation?

Thank you in advance for providing the information.

Hi,

Thank you for reaching out to us. We sincerely apologize for any misunderstanding that may have occurred.

Kindly note that, as outlined on our website, the minimum deposit requirement for this particular cryptocurrency is 150 TRX. As the deposit you initiated was below the stated minimum amount, it has unfortunately not been processed on our end, and the funds are therefore considered lost.

We regret any inconvenience this may have caused and hope this explanation provides clarity regarding the matter.

Please do not hesitate to contact us should you have any further questions.

Sincerely,

Team Bitkingz

Dear BitKings Casino,

Thank you for your response and the information provided.

Would it be possible to fund the player's account with 150 TRX if he sends the remaining 45 TRX?

I'll be awaiting your reply.

Hi Stefan,

Thank you for your communication.

Regrettably, we are unable to proceed with the request, as the specified amount falls below the required minimum deposit.

Please be advised that any deposits below the mandatory threshold will be considered forfeited.

Kind Regards,

Team Bitkingz

Dear BitKings Casino,

Thank you for your response.

Could the player be refunded 105 TRX, excluding the transaction fee? The funds are currently in your wallet, and this operation should be possible.

I'll be awaiting your reply.

Hi,

Kindly note that as per the provider's information, a custom limit of 150 TRX has been established for transactions involving the TRX currency.

Unfortunately, the missing transaction cannot be processed or recovered, and the associated funds are considered irretrievable.

Thank you for your understanding!

Dear mengobsb77,

I have reviewed the deposit section, and it clearly states that the minimum deposit amount is 150 TRX. The casino has received a deposit of 105 TRX into their wallet; however, due to restrictions imposed by the payment provider, a refund cannot be processed.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.