Hello,

I've been with BK8 Casino for a few months now. I signed up, they verified my documents, made a deposit, and then began making wagers in both the sportsbook as well as the casino (Slots). I turned my deposit into a profit and attempted to make a small withdrawal to make sure they would pay since i've run into some casinos who take your money and run. This casino was no different, My account balance was around $8200 and i attempted to withdrawal $500; they rejected my withdrawal "made an adjustment"(STOLE) to my account of $7700 and told me i was in violation of something they failed to disclose due to "privacy" even though its my account. They then had the nerve to say we are willing to let you keep your $500. I would love to get some help here trying to get my money back, they have since locked me out of my account and would not let me talk to anyone else. Please help.

Thank You,

Michael *****

Dear Playamaka,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the casino terms I found this:

7.5 Any forms of "abnormal bets" including the use of artificial intelligence or "bots" on the Internet will be VOID without prior notification. Any attempt or actual use of artificial intelligence by members will lead to termination of their account.

May I ask if you made such bets in the casino? Did you use any bonuses in order to accumulate your balance? Could you explain if the amount the casino asserted they will return to you is the amount you deposited or any other amount?

Thank you in advance for your reply.

Best regards,

Tomas

Hi Tomas,

No nothing "abnormal" about any of my wagers. I also never took any promotional money there.

I'm not following on the last question but if i read it correctly I believe the $500 they gave back to me was my initial deposit and then they kept the remaining $7,700.

Thank you very much, Playamaka, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Playamaka,

I am so sorry to hear your funds were confiscated. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a BK8 Casino representative to join this conversation and participate in the resolution of this complaint.

Dear BK8 Casino,

Could you please state why the player's funds were confiscated?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 Playamaka,

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.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to [email protected]. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

If there is any progress with your issue or you need help, please let me know at [email protected].

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Kind regards,

Stefan, www.kpvfaw.com

Dear Playamaka,

Since we received information from the casino that the issue is purely related to sports betting, I’m afraid we won’t be able to help you. As we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint. However, I will send you some suggestions by email. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any casino-related issues with this or any other casino in the future. I really wish I were of more help.

Best regards,

Peter