BitKingz Casino - プレイヤーは責任あるギャンブルの失敗に直面します。

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 ****

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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 [email protected], 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 [email protected]

Hej igen vil bare sikre mig at du har fået mine mails da jeg fik af vide at de ikke kan leveres til [email protected]

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 [email protected]

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.