Rollbit Casino - Player believes that their withdrawal has been delayed.

Hello. I have a problem with this casino. After successfully completing verification on this site, they refuse to withdraw funds, saying that I must provide them with my other accounts. But the problem is that I don't have any other accounts on this site. I saw it for the first time and immediately registered my only account. Support responds rarely. And they always respond with the same thing: "Please provide your other accounts." I don't know what to do. This seems like an obvious method of stealing money from users. I placed bets, but mostly I played slots on this site. Please help me figure out what the casino wants from me. And what should I do if I don't have any other accounts? 

Dear Ninjak21,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

They are not delaying my payment. They are refusing to pay me.

Dear Ninjak21,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Ninjak21,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No, nothing arrived. They weren't planning on withdrawing the funds!

Dear Ninjak21, I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please confirm if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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,

Attila G.

Since I have trouble accessing the site in my country, I used a proxy. But I'm sure no one else registered from my real IP address.

Yes, I have passed KYC.

I didn't use the bonus (it's not there anyway)

Dear Ninjak21, thank you very much for your reply. Could you please confirm whether you have completed the verification by submitting accurate, truthful documents which match the information in your gaming account? Additionally, could you please confirm whether you have registered from an allowed country?

Thank you in advance for your cooperation.

Best regards,

Attila G.

Dear Ninjak21,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru