What Happened
A player from Germany says a 200 USDC deposit to Bitkingz on 12 July 2026 never showed up, and that when they contacted support the account was blocked instead. The casino told the player they had asked for self-exclusion, which the player denied. The mediator said the email the player forwarded appeared to show a permanent self-exclusion request, confirmed less than an hour after the deposit.
How It Developed
- 2026-07-13Complaint opened. The mediator asked why the account was blocked, for the casino's email, and whether earlier deposits and KYC had gone through.
- 2026-07-19The mediator said the forwarded message showed a self-exclusion request and quoted the casino's rule that remaining balances, including crypto that lands afterwards, can still be withdrawn on request; they asked for the deposit and exclusion timestamps.
- 2026-07-20The player confirmed both happened on 12 July and said the casino now claimed to have refunded the crypto on 18 July, though nothing had arrived; support told them to allow five business days.
- 2026-07-24The player marked the complaint resolved and the mediator closed it.
Resolved
The player closed the case after being told Bitkingz had refunded the 200 USDC; no post confirms it arrived, and the mediator said an email showed a self-exclusion.
What Helped
The mediator quoted the casino's own rule that money arriving around a self-exclusion, crypto included, can still be withdrawn on request. The thread does not show the refund landing; the player simply marked the case resolved four days after being told to wait. Cite that rule if a casino holds a deposit after closing your account.