Rollbit Casino - Player faces withdrawal issues with account restrictions.

I am Philip, with username YawGh on Rollbit.

i started using the platform in June. Along the line, somewhere in July I noticed that all my stakes have been maxed at $1.

I tried several games, several selections, but I was always allowed a max bet of $1.

I decided to withdraw my money from the casino but I saw a request for verification on my home page. So I followed through and submitted 3 levels of KYC. So my account is fully verified as we speak. But upon submission of the KYC, I tried issuing a withdrawal of my balance and the response I got was that the withdrawal functionality had been temporarily disabled on my account. I then contacted support and I was told a colleague would reach out to me.

It took sometime but the colleague reached out and was asking how many accounts I have on Rollbit. I responded that I had only one account and that it’s fully verified.

The next message I receive from them was that IF I WASN’T READY TO PROVIDE INFORMATION ON THE NUMBER OF ACCOUNTS I HAD, THEN I SHOULD CONTACT COMPLIANCE. As though they had already concluded and settled on my case that I had multiple accounts. Which I don’t.

I contacted compliance, they asked me to send in a formal complaint and gave a list of information I should provide. I provided them all that they requested and I’ll attach screenshots of it to this complaint. It’s been a week and counting, and I haven’t heard back from them.

I came to CASINO GURU to see other users complain about this same kind of pattern with Rollbit and now it makes me fear for my money.

I’m beginning to feel like its a deliberate ploy to scam me off my money.

I believe I can get help here. Thank you very much in advance 😎

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Dear YawGh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand your situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you use any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• What types of games did you play at this casino before your bets were limited?

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,

Veronika

Hello Veronika, thanks for reaching out, and sorry for my late response. I only read the email saying that my complaint had been reviewed. I didn’t log in here to see that you had requested some information.

These are my responses to your questions:

1. No, not that I know of
2. No, I do not use VPN in accessing the casino
3. Yes I passed my KYC verification. Even now, it’s stated there boldly that the account is verified
4. No I did not accumulate my winnings with an active bonus. It was solely done with my own personal deposits.
5. I can’t remember the exact games played there but it ranged from football to tennis to cricket to ESports like League of Legends and co. But I never played casino

thank you Veronika I look forward to hearing from you again

Dear YawGh,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 30+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. Sadly, we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Rollbit Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Rollbit Casino. I wish I could be of more help.

I recommend contacting the Curaçao Gaming Authority (complaints@cga.cw) and submitting a complaint to them. The Gaming Authority might have more options and tools to help players. You can learn more on how to submit a complaint to the regulator here: https://casinoguru-en.com/submitting-complaints-to-regulators

The casino can reopen this complaint anytime.

Best regards

Veronika