BK8 Casino - Igrački račun je zatvoren, a sredstva su konfiskovana.

I deposited overall 10500 php, got luck and won 13000 with 20 bet. I mean that my bet was 20 php and prize for spin 13000 php. its like Jackpot. First deposit 10000 I lost during spins. Then right after I made new one 500, since I couldn't believe that I lost everything so quick. So I made some spins and got luck with 13000 prize, after I've tried luck on every bet value I lost during my 1st deposit - so played every bet value until 1st big win in 2 slots. Thats all. When I finished gambling my balance was 21760. I tried withdrawal 6760 php but casino blocked my account and refuses to return my money. First they asked to download and install telegram because they couldnt provide help by chat. After just received messages that my account got suspended and money forfeited.

I used the same Maya wallet for deposit and withdrawal. Seems its not allowed to win here.

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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.

• Could you please specify which slot games you played to accumulate your winnings?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for the KYC process?

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

Best regards

Veronika

Could you please specify which slot games you played to accumulate your winnings?

I played only in pragmatic slots, cash elevator, dragon Kingdom – Eyes of Fire and Snakes and Ladders Megadice

Did you accumulate your winnings with or without a bonus?

I tried my luck with bonuses and lost first deposit. Started from 100php per spin and lowered to 10-20. It was very unlucky row since lost everything very fast. After I lost balance I tried to get luck with small deposit and there was no bonus since I used my 1st deposit bonus already. So I started from 10php for spin in slots where I previously lost everything. And I got luck with 20php spin and won 13000 at ragon Kingdom – Eyes of Fire and Snakes. Then continued to play rising value of spins. After I started losing balance at cash elevator slot with 100php spin, I stopped and tried to withdrawal little part. After my acc got suspended

Have you made any successful withdrawals from this casino before?

No. It was my first withdrawal

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for the KYC process?

It didnt ask any KYC during withdrawal or deposit process. But of course Im rdy to provide photo of id or selfie with id. Also I used the same phone number for create account that I use for my payment wallet. I tried to make withdrawal on the same wallet I made deposits.

Dear perry903

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, Martina (martina.b@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,

Veronika

Dear perry903,

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 BK8 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?

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.

Dear perry903,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 to 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 you contact the ADR– an alternative dispute resolution service (If you can't resolve an issue directly with an operator, you can escalate the case to an approved ADR, info on those can be found here: https://anjouangaming.com/resources/authorized-adr-providers/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players.

You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I am sorry I could not be of more help on this occasion. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.