BK8 Casino - プレーヤーの入金は、カジノ アカウントに入金されていません。

Hello!

I made a mistake and deposited on this site from a third party (I used the withdrawal from another site to deposit on BK8 just to speed up the process of depositing). The deposit did not went automatically as in any other site. I chatted with BK8 and provided them with the hash, the account address from which the money was sent and also screenshot of the address on my BK8 account. Everything turned up perfectly; they have received the money and I have been honest since the first interaction with them that I made the mistake to deposit from a third party. They refused to finish the deposit asking for the receipt of the deposit made from the wallet, knowing perfectly that I can't provide that. I even asked the site that sent the money to make a screenshot but they told me that this is against their rules. BK8 asked me for the correspondence with the site in question and I sent it to them but they again refused today to deposit my money. Really frustrating and I feel that they want just to profit from the mistake. Strange because I'm in a losing run with them....

Attached the transaction where the address can be perfectly seen, also my depositing address to the BK8 and also the correspondence with the site that made the transaction that for security reasons they cant send me a screenshot from the wallet

Dear juniash2014,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you have been provided a unique one when opening the account? Was it your first deposit in this casino? Do I understand correctly that you are not the rightful owner of the payment method?

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

Best regards,

Petronela 

Just to confirm, am I understanding correctly that you are not the authorized owner of the payment method being used? Could you please provide information on the individual who is the rightful owner of the payment method? Additionally, does this individual also have an account with this casino?

I was transferring money from another site (withdrawal from there) directly to Bk8 site. Just to speed up the process because right now the crypto transactions are slow, can take days and also the fees are too high. Yes, it was a stupid mistake...

May I ask who is the registered owner of the casino account from the other website that the funds were transferred from? Thank you.

I am of course.

Thank you very much, juniash2014, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello juniash2014,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know BK8 Casino was not much cooperative with us in solving complaints in the past, so there is NO guarantee that they will respond at all. Another thing is, that Third-party payments are not allowed in almost all casinos, so I'm afraid there is not much we can do here, however, I will still try to contact them to see if I can help.

We would like to invite BK8 Casino to join the conversation.

Dear BK8 Casino,

Can you please confirm if this e-wallet the player has sent the funds to is yours?

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We understand that Third-party payments are not allowed, but could at least the deposit be returned back to the player?

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 juniash2014,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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.

If you feel you want to take this complaint further you can contact Curacao Gaming Authority here (info@gaming-curacao.com) and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. However, we know from experience that the Curacao Gaming Authority is unlikely to be of much help in your case, but you can still give it a try. Let me know if and how they replied at michal.k@casino.guru

Kind regards,

Michal

Casino.Guru

We have reopened this complaint because the casino representative has informed us that the player's issue has been resolved and the player continued playing.

Dear juniash2014,

Can you please confirm that your issue has been solved?

My deposited amount was paid by BK8. It was a particular case, thnx for the understanding by BK8 part. And thank you very much to casino.guru for helping.

Thank you for confirmation, juniash2014.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru

Done Michal. No one deserves it more than you. Thank You