BitKingz Casino - Spillerens udbetaling er forsinket på grund af anmodninger om dokumentation.

Hi I have won €37800 and am trying to withdraw €2500 as that is the limit per day but every time I try they keep writing to me that they will see a payment of €50 from 3/8/25 I no longer have that bank but have sent a bank statement as well as a receipt from Google pay and pictures of my card but they keep writing that I have to send documentation or they will not pay out the winnings. I have played with my own money without any bonus

Hej jeg har vundet 37800 €og prøver at udbetale 2500€ da det er grænsen pr dag men hver gang jeg prøver bliver de ved med at skrive til mig at de vil se betaling på 50 €fra den 3/8/25 jeg har ikke den bank mere men har sendt kontoudskrift samt kvittering fra Google pay og billeder af min kort men de bliver ved med at skriveat jeg skal sende dokumentation eller udbetaler de ikke gevinst .Jeg har spillet med mine egne penge uden noget bonus

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you already completed the full KYC verification, except for the proof of the €50 deposit you made on 3/8/25?

What payment method did you use for this deposit?

Could you please forward the documents you sent to the casino as proof of this deposit? My email address is [email protected].

Has the casino explained why they can't approve the documents you sent? If you have any communication you could share with me, kindly include it in the email as well.

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,

Veronika

Dear Mp406,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.