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Responsible Gambling Failure – Cooling-Off Removed Despite Gambling Problem (Bitkingz / Dama N.V.)

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Dear Casino Guru Complaint Team,

I would like to submit a complaint regarding Bitkingz Casino (Dama N.V.) for a serious failure of responsible gambling procedures related to my cooling-off period and subsequent gambling losses.

Here is the summary of what happened:

1. Cooling-off period activated – 31/10/2025

On 31 October 2025, I activated a 6-month cooling-off period because of a gambling problem.

During this period, I could not play, and the restriction was visible on my account.

2. Video verification call on 5/11 – I explicitly said I had a gambling addiction

On 5 November 2025, Bitkingz contacted me for a verification call via WhatsApp.

During this call, the agent asked why I had a cooling-off period, and I clearly told him it was because I was afraid I would gamble everything away and that I had a gambling problem.

The agent replied: "I understand."

No responsible gambling support, no warning, no advice, and no intervention was given.

3. Cooling-off removed the same day – without any responsible gambling check

Later that same evening (5/11 around 23:20), I asked Live Chat about my account, and the agent removed my 6-month cooling-off period immediately.

They did not ask me a single question such as:

Why do you want to remove it?

Are you sure?

Have your circumstances changed?

There was no delay, no responsible gambling assessment, and no protection.

4. I lost my entire balance of €145,000 after the cooling-off was removed

After the cooling-off was lifted, I had full access again, and due to my gambling addiction, I lost my entire balance of €145,000 very quickly.

Had the cooling-off period remained active, this loss would not have been possible.

5. Bitkingz denies responsibility and ignores responsible gambling rules

Bitkingz claims:

that I removed the cooling-off "myself"

that they followed their procedures

that the phone call "was only for identity verification"

They refuse to acknowledge:

my statement about gambling addiction,

the agent’s failure to act once I disclosed my issue,

and the lack of any safe-gambling intervention.

6. I have already provided evidence

I can provide:

timestamps of cooling-off activation (31/10)

timestamps of removal (5/11 approx. 23:20)

email correspondence with Bitkingz

screenshots of winnings and balance

their GDPR export showing all account actions

proof of the phone call time

I can provide any additional documents if needed.

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REQUEST

I kindly request that Casino Guru reviews this case as a responsible gambling failure, because:

A 6-month cooling-off should never be removed the same day the player admits a gambling problem.

The casino failed to protect a vulnerable player.

The loss of €145,000 happened only because they removed a protection designed to prevent exactly this.

I am not asking for anything unrealistic—only a fair assessment of what happened and acknowledgment of the failure of duty of care.

Thank you for your time and your assistance.

Kind regards,

Magdalena ****

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 your complaint. I’m sorry to hear about your negative experience with BitKingz Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand your player's account is no longer accessible to you?
• Could you please share the evidence confirming your timeline of events?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomas,

Thank you for your reply.

To answer your questions:

1. I no longer have access to my Bitkingz account.

The casino permanently closed it after I informed them about my gambling problem.

Because of this, I cannot see any account activity, logs, or my responsible gambling settings.

2. Here is the evidence confirming the timeline:

Email from Bitkingz confirming my cooling-off period was activated on 31/10/2025.

Email from Bitkingz confirming they removed my cooling-off period on 04/11 (without any responsible-gambling checks).

Emails showing that I explicitly told the agent during the WhatsApp verification call that I had a gambling problem.

Emails confirming that Bitkingz claims "all procedures were followed" even though the cooling-off removal happened immediately and without questions.

GDPR files sent by Bitkingz (their own data export).

Their statement saying the call was "only for identity verification", even though the agent asked why I had the cooling-off and I said it was because of my addiction.

I have already sent you several screenshots and copies of the email correspondence.

If you need any additional evidence or specific documents, please let me know — I have more available.

Thank you very much for your assistance.

I hope you can help me resolve this issue.

Best regards,

Magdalena

Hi again, just want to make sure you got my emails as I was told they can't be delivered to tomas@casino.guru

Hej igen vil bare sikre mig at du har fået mine mails da jeg fik af vide at de ikke kan leveres til tomas@casino.guru

The video calls were on 5/11 and not 11/5

De video opkald var den 5/11 og ikke den 11/5

Thanks for your explanation and information provided.

Could you please clarify how you requested your cool-off period to be lifted? Have you contacted live chat, or have you contacted support via email? Have you saved this communication with the casino?

Could you please specify when the video call was scheduled? When have you received a confirmation that the call will take place?

If possible, send the evidence regarding these 2 events to my email at tomas@casino.guru

I have sent you everything via email.

Har sendt det hele til dig på mail

Thanks for your patience.

I went over the information you provided.

I can see there is a disagreement about when the cancellation of the cool-off period was requested.

According to the response of the casino, you requested the cancellation of the cool-off period even before the verification call.

You, on the other hand, mentioned the cool-off was canceled instantly.

Is there any information that would support your version of events?

Please let me know.

Hi Tomas has sent you an email with a response. You can see the times on the pictures I have sent you.

Hej tomas har sendt mail til dig med svar. Du kan se tidspunker på de billeder jeg har sendt til dig

Dear Magda1103,

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, Matej (matej.l@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,

Tomas

Hello Magda1103, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BitKingz Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Sent email

Har sendt mail

Hi Casino Guru Team!

We are happy to clarify the situation in full.

After carefully reviewing the claims raised, we would like to note that some details have not been presented accurately.

The player activated a six-month cooling-off period on 31/10 (see attached screenshot). On 04/11, the player submitted a request to remove this cooling-off period (see attached screenshot).

The cooling-off limit was lifted 24 hours after the request, in full compliance with our internal procedures and regulatory requirements.

A verification call was initiated due to a suspicion that the account might have been accessed by a third party. This concern arose following a request to change the registered email address, which contained a different name, as well as the presence of an invalid phone number on the player’s account.

For this reason, a verification call was required to confirm that M*** was the legitimate account holder. During the call, which occured on 05/11, the player was asked standard verification questions, including which games had been played, where the highest winnings occurred, when the last deposit was made, whether an email change had been requested, and whether the removal of the cooling-off period was initiated by the player.

All questions were answered correctly, and the player’s identity was successfully verified. As a result, withdrawals were approved from our side.

At no point during this process were any gambling-related problems mentioned. Had such concerns been raised, immediate responsible gambling measures would have been applied.

Following the removal of the cooling-off period, the player continued to play and subsequently lost the majority of the previously earned winnings.

Only after this did the player contact us, stating that there was a responsible gambling concern.

Upon receiving this information, we acted immediately and permanently self-excluded the account in accordance with responsible gambling policies.

While we understand the impact such a loss may have, we can confirm that all measures taken by our team were in full compliance with internal procedures and regulatory obligations.

Thank you!

Bitkingz Team

Dear BitKingz Casino, thank you very much for the additional details. I would like to ask if you could possibly forward me the KYC call recording to matej.l@casino.guru, as that could clear out the question regarding mentioning/not mentioning the gambling issues.

Next, the player claims contacting live chat on 5th November, regarding her cool off period lifting. Could you please forward me a transcript of this chat for a review? No sensitive information will be shared or forwarded and is for internal investigation purposes only. Thank you very much.

Dear Casino Guru Team,

Please note that the phone call was not recorded; therefore, we are unable to provide any related recordings or evidence.

After reviewing the chat history, we can confirm that no request to remove the cooling-off period was made on 04/11 or 05/11. The cooling-off was removed by the player herself on 04/11, as shown in the screenshots provided above.

Additionally, the player submitted requests to remove several limits, including extremely high limits (e.g. daily and monthly loss limits of 1,000,000,000). These limits were not removed within 24 hours, as email confirmation from the player was required.

When the player contacted support again four days later, a support agent proceeded with the manual removal of the limits.

Once again, we confirm that all actions were carried out in full compliance with the applicable procedures and regulations.

Thank you!

Dear Casino Guru Team,

Thanks for the update and for keeping the matter active.

I would like to point out some significant discrepancies in BitKingz's latest response:

The call was not recorded.

BitKingz now states that the KYC call was not recorded. At the same time, they have previously been able to reproduce details from the conversation (including that my son was involved). It is unclear how this information would otherwise be known if the call is not documented.

Removal of 6-month cooling-off

There is agreement that there was a 6-month cooling-off period.

I maintain that:

The cancellation only happened after the KYC call

It was carried out via live chat on 5/11 in the evening.

Not a single question was asked about cause, well-being or responsible gambling.

This contrasts with the purpose of a prolonged cooling-off.

No documentation of request "before the call"

BitKingz has still not provided:

chat log

email

timestamp

that documents that I requested cancellation before the call.

No clear 24-hour rule in terms

The casino's Responsible Gaming rules do not clearly mention that a 6-month cooling-off can be lifted after 24 hours without review, making the significance of a longer cooling-off effectively illusory.

My central concern remains: Whether BitKingz acted in accordance with responsible gaming when a long cooling-off was lifted without question, despite clear risk signals.

I am of course available for further documentation.

Kind regards

M

Kære Casino Guru-team,

Tak for opdateringen og for at holde sagen aktiv.

Jeg vil gerne gøre opmærksom på nogle væsentlige uoverensstemmelser i BitKingz’ seneste svar:

Opkaldet blev ikke optaget

BitKingz oplyser nu, at KYC-opkaldet ikke blev optaget. Samtidig har de tidligere kunnet gengive detaljer fra samtalen (bl.a. at min søn var involveret). Det er uklart, hvordan disse oplysninger ellers skulle være kendt, hvis opkaldet ikke er dokumenteret.

Fjernelse af 6-måneders cooling-off

Der er enighed om, at der var tale om en 6 måneders cooling-off-periode.

Jeg fastholder, at:

Ophævelsen først skete efter KYC-opkaldet

Den blev udført via live chat den 5/11 om aftenen

Der blev ikke stillet ét eneste spørgsmål om årsag, trivsel eller ansvarligt spil

Dette står i kontrast til formålet med en længerevarende cooling-off.

Ingen dokumentation for anmodning "før opkaldet"

BitKingz har fortsat ikke fremlagt:

chatlog

e-mail

tidsstempel

der dokumenterer, at jeg anmodede om ophævelse før opkaldet.

Ingen tydelig 24-timersregel i vilkår

Casinoets Responsible Gaming-regler nævner ikke tydeligt, at en 6-måneders cooling-off kan ophæves efter 24 timer uden vurdering. Det gør betydningen af en længerevarende cooling-off reelt illusorisk.

Mit centrale anliggende er fortsat: Om BitKingz handlede i overensstemmelse med ansvarligt spil, når en lang cooling-off blev ophævet uden spørgsmål, trods tydelige risikosignaler.

Jeg står naturligvis til rådighed for yderligere dokumentation.

Venlig hilsen

M

Dear BitKingz Casino, I have a hard time understanding the KYC call. You mentioned it was a phone call, but I assume it was a video call made via smartphone? Audio call can't pass for KYC and in case of video call, screen recording is available on every smartphone these days. Also this is the first time ever I heard KYC call was not recorded. How can the casino confirm what was said during the call? What if the player claims being harassed during the call and takes it to court - how would you prove the claim was fabricated? This is definitely not a standard practice in the industry and makes reaching the resolution of this case even harder.

Next, I am unsure why BitKingz even offers a cool-off period as an option, if it can be cancelled at any time, but pursuing this would not help resolving the case so I will not be addressing that going forward.

Lastly, could you at least provide me with the transcripts of the conversations between the player and the support staff (live chat and/or e-mails) that confirm your statements from above? It can be sent to matej.l@casino.guru and no sensitive information will be shared or forwarded. Thank you.

Dear Matej,

The verification call was conducted via video and was not recorded. The purpose of this call was solely to confirm that the registered account holder is the individual we were communicating with.

Regarding the cooling-off period, this can be removed upon the player’s request. However, in line with regulatory requirements, the removal becomes effective only after a mandatory 24-hour period.

We have also sent you the chat transcripts from 03/11 to 10/11 via email for your reference.

As shown in the screenshots previously provided, the cooling-off period was removed after the required 24-hour timeframe.

Regards

Team Bitkingz

BitKingz allowed the removal of a 6-month cooling-off without asking a single follow-up question or conducting any documented Responsible Gaming assessment, which is against common industry practice and their own Responsible Gaming policy.

BitKingz tillod fjernelse af en 6-måneders cooling-off uden at stille et eneste opfølgende spørgsmål eller foretage nogen dokumenteret Responsible Gaming-vurdering, hvilket strider mod almindelig branchepraksis og deres egen Responsible Gaming-politik.

I am switching the timer towards the casino, as I have still not received any transcripts or other evidence from the support team.

Dear Magda1103, please do not worry about these delays. It was Christmas season and New Year's holidays, and during this time we tend to wait for communication a bit longer. However, all should be getting back to the business as usual.

Dear Matej,

kindly check your inbox, we did sent you the transcripts on 05/01

Thank you!

I would like to thank the BitKingz Casino for providing the chat transcripts, and also I would like to apologise: I did receive the transcripts as you mentioned, I just didn't know it was regarding this case due to the lack of follow-up information.

Dear Magda1103, after reading through the chat transcriptions between yourself and the support staff, double-checking your e-mails and screenshots, I have reached a conclusion regarding this complaint and will have to reject it. While I understand you will not be happy about this result, I will do my best to explain the reasoning behind it.

• Chat with the support agents

After reading through the chat transcripts, majority of the conversations were inquiries about payment processing time. On 5th November - date you mentioned you have spoken to the live chat who removed your cool off period without further questions - such conversation did not happen. On this day the chat transcripts showed just another inquiry about withdrawal processing time.

However, on the 9th November, you did contact the support staff asking about how to cancel all the restrictions currently active on your account. The agent removed some unspecified restrictions, and advised that all the other restrictions needs to be removed manually by yourself via the Responsible gambling section in your player's profile. This is contradicting a lot of your statements.

• Cool off period removal

Removing cool off period before the expiration date is possible (reasoning is explained in the next point). As per the evidence provided by the casino in their response on 22nd December, you have received an e-mail asking you to confirm the cancellation after a 24-hours long "reconsideration" period. Whether this removal request was prompted by yourself or the support agent, it was ultimately your decision to confirm the removal and cancel the setting manually.

• Cool off period and Self-exclusion

As per the screenshots and multiple statements provided by yourself, you have confirmed you were using the cool off period to take a break from playing. While cool off period is an important tool in responsible gambling, it is not the same as self-exclusion and does not suggest having gambling problems. Cool off period can be activated for multitude of reasons that have nothing to do with gambling addiction, and as such can be cancelled before the date of expiration, and can be cancelled by support staff. The only mandatory step here is to give the player a 24 hours to reconsider the premature cancellation, and then to confirm it by themselves. Unlike the self-exclusion option that needs to stay active until the set expiration date - and should not be cancelled or shortened for any reason whatsoever.

I have registered at the casino and can confirm the self-exclusion option is available in the "Advanced" option of the player's profile, and also casino's Repsonsible gambilng page outlines exact steps to take for limited or permanent self-exclusion. Since none of these options were used, we can't treat this complaint as a case of failed self-exclusion, and can't claim the casino has been aware of your gambling issues.

Conclusion: Since you have been using cooling off option instead of self-exclusion, and this option has been ultimately disabled by yourself via e-mail confirmation after the mandatory 24-hour waiting period - as explained above - I will have to reject this complaint. Thank you for your understanding. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

However, if you feel like you need help with gambling addiction, I would strongly recommend using the self-exclusion option available at Bitkingz Casino. If you need help self-excluding yourself from Bitkingz - or any other casino - feel free to send me a quick message at matej.l@casino.guru and I will be more than happy to help you get it all sorted.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.