Bonus not given because duplicate account

So I have been waiting to verify for awhile now and they keep asking for "To proceed with your request, we kindly ask you to upload a PDF version of your 30 NZD deposit made on 2025-10-14 12:24:41 UTC time zone with following details clearly visible: date, time and amount of the deposit, your name and merchant’s details." I have done exactly this il upload the document (keep in mind my deposit was done in NZST so the date is the 15th of october for the deposit). I've shown all info asked of me and uploaded in the required format, yet they still refuse to verify me and I'm over it.

I made a EFT payment or deposit on the 18th of February. 3weeks ago. Don't know what the issue was but they now investigating something. Live chat keeps on escalating the issue. Now they busy Investigating that too. Here is proof that I made the deposit. And bank statement approved it was successful.

Think we need outside people to do some more investigations?

I’m currently struggling to get a withdrawal from one of the top casinos Bitkings. When I deposit, I use a paysafe voucher not through an account, just enter in the space provided. This is widely accepted even though bitkings. I am now trying to make a withdrawal. They are saying I must withdraw into the same account as I deposited in. I am trying to use bank transfer as is also common. I have photos of the paysafe vouchers and receipts showing how I deposited it. I have all electronic records showing that I wasn’t paying through a paysafe or skrill account, only top up vouchers directly to the site. I need help as this is stressful. If they accept payment that way they must payout through bank transfer. If not I should get all my money deposited in this fashion back. Attached are the actual paysafe vouchers, receipts from deposits that they asked for and a photo of the paysafe link used to deposit. This states it has no link to any accounts.

On July 19, 2024 I played at the Bitkinz casino and won $3000 cad I gave the documents for verification the bank statement allowed and telephone bill and copy of an interac transfer transaction. My withdrawal was accepted and I received the money on July 20, 2024.

On July 22, 2024 I play again with interac transfers when I exceeded the transfer limit, I used my visa debit card to deposit, my card has two functions: debit and visa credit, I won $6000 when I requested two withdrawals of $3000.

Each time they are refused, they asked me for photos of my card that I gave and also statement of the last transactions, I am still waiting to receive the money customer service does nothing to help us.

Please help me get my money back.

Being an avid AG user in recently tried my luck in this site. And after seeing the fast payouts I raise my withdrawal. There begins my problem.

It's been 3 days now and so far I have not received my winnings.

Support is not helping. I kindly request AG to intervene and help me get my winnings.

Kindly request AG to update proper withdrawal timings for the site. As it is misleading.

I got 100 freespins on my deposit and won around 175 euro from the freespins but never got added to my balance. I have been i contact with them for a month (since 15 october) and they say the same thing

The issue is being investigated by the casino provider) i contacted the provider bcs i feel like they are lying and its taking too long and this was the provider response (I’m sorry you’ve experienced an issue with Big Bucks Bandits Megaways. We haven’t had any reported issues with the game. Whilst this is a ReelPlay game, it’s the casino operator you placed your custom in and not ReelPlay, and thus the casino operator is your point of contact. ReelPlay provide software, but do not in any circumstances take custom directly from players. I appreciate this doesn’t solve your problem, but it’s important for you to know all the same. We would of course work with the casino operator to aid any enquiries should we hear from them.

Saying its the casino fault and they never got anything from them. Every time i show the casino the screenshot they just close chat.

I’ve made a deposit of 50Euros with Bitkingz on October 2nd with the deposit method instant transfer / Volt.

The money was never credited to my bitkingz account but immediately taken out of my bank account.

When I first contacted them on Oct 2nd they asked me to wait 48hrs in case the deposit still goes through. Fair enough.

On Oct 4th I’ve reached out again and submitted all transaction details as requested by their team and was told they will be in touch via email.

After that, I’ve not heard a single thing from them, have made multiple attempts to follow up with their live chat and have not received a single update other than “their team is working on it” and only when I reach out to them.

Since this morning, in my account history, the deposit is also showing as “rejected” instead of “pending” as it was before. Their lack of comms towards me left me with no trust that the situation is actively being worked on.

All I’m asking for is that the deposit is honoured (with the 1st deposit bonus I chose), or it be refunded to my bank account.

I have chat transcripts I can attach here but am unsure how to do so without doxxing my email address.