am submitting this complaint regarding a recent issue I experienced while using an online casino platform. I was provided a bonus code by my VIP Manager with the instruction to enter it in capital letters. When I entered the code, the input field on the website automatically displayed all characters in uppercase, regardless of whether I typed them in uppercase or lowercase. This behavior gave me the visual impression that I had correctly entered the code as instructed.

After making the deposit, I was informed that the bonus was not applied because the code had been entered incorrectly — specifically, that it was not typed in all caps. This contradicts what I saw at the time of entry and created a misleading experience. I have since recorded a video clearly demonstrating that the input field always shows capital letters, even when lowercase characters are typed.

I typed the code from an iPhone, which does not automatically insert capital letters mid-word unless manually done. I did not switch case or manually capitalize any letters — I typed it consistently in lowercase. However, due to the platform’s behavior of forcibly displaying input in all caps, I had no indication that my entry was incorrect. Despite raising this concern and requesting confirmation of what the system actually recorded, I was not given a direct answer.

A system should not visually misrepresent input while enforcing strict case-sensitive validation behind the scenes. This issue has resulted in the forfeiture of a bonus through no fault of my own, and the time spent investigating and reporting the issue has not been acknowledged or fairly compensated.

I am requesting a fair review of this situation by an impartial party and a resolution that acknowledges both the flawed design and the time and effort I have invested in raising this concern.

Dear ksala67310,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BitKingz Casino. I checked the video evidence you provided and understand fully your frustration.

Please allow me to ask you a few questions so I can better understand the situation.

• Did the casino offer to add a bonus manually?
• Did the casino offer any alternative bonus for you instead?
• Did you decide to request a refund of deposited funds, or have you decided to continue playing with the deposited funds?

Thank you very much in advance for your reply.

Best regards,

Tomas

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ksala67310,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas