What Happened
A player from Brazil says Bitkingz cancelled a withdrawal of about 1,300 BRL in bonus winnings, left only the deposit, and claimed an 80 BRL bet when they had never staked more than 5 BRL. The casino sent the mediator bet records. The mediator confirmed two bets went over the bonus maximum, but judged the breach accidental and the penalty too harsh.
How It Developed
- 2022-12-17Complaint opened. The mediator quoted the bonus rule capping bets at 30 BRL.
- 2022-12-18The player said the casino would not show them game history and had quoted a two-month wait to provide it.
- 2022-12-24Bitkingz posted that the limit had indeed been exceeded and attached the rounds. The player said a spreadsheet could be edited and that they had finished wagering before the bets in question.
- 2022-12-28The mediator said the evidence showed two bets over the cap, but that the player gained no advantage; Bitkingz refused any compromise, so the case was closed as unresolved under Casino.guru's fair gambling code.
Confiscated
The mediator confirmed two bets over the bonus limit but called the voiding unfair; Bitkingz kept about 1,300 BRL in winnings.
What Helped
The player lost the money even though the mediator thought the rule was broken by accident and asked the casino to pay. Casino.guru wants casinos to block oversized bets in software; most do not. With a bonus active, set your bet size below the cap and never raise it.