Rollbit Casino - Player’s account has been closed with withheld winnings.

Hello Casino Guru Team,

I am submitting this complaint because Rollbit has disabled my account and withheld my withdrawal without providing any evidence or a proper explanation.

Here is the timeline of events:

On July 28, 2026, I requested a withdrawal of $2,200.

The withdrawal remained in "Pending – Contact Support" status.

My account had successfully completed KYC Level 4, and I fully cooperated with all verification requests.

I played only with my own deposited funds and did not use any bonuses.

Rollbit informed me that I allegedly had another account and asked me to identify it.

I immediately informed their support team that I have only one Rollbit account. I have never created, owned, or used any other Rollbit account.

Despite my response, Rollbit never provided any evidence to support this allegation. They did not identify the supposed second account, explain how they reached this conclusion, or specify which rule I allegedly violated.

After my emails to customer support and the complaints department, Rollbit stopped responding completely.

Now my situation has become even worse. My account has been disabled, and when I try to log in, I receive the message:

"Account is disabled, please contact support."

My withdrawal has not been paid, my account is inaccessible, and I have received no explanation for these actions.

I respectfully ask Casino Guru to contact Rollbit and request that they:

Explain why my verified account was disabled.

Provide evidence supporting the allegation that I own another account.

Identify the specific Terms and Conditions they believe I violated.

Process my pending withdrawal of $2,200, or provide a justified written decision.

I am fully willing to cooperate with any reasonable verification process, but I cannot admit to owning accounts that do not belong to me.

Evidence I can provide:

Screenshot showing "Account is disabled, please contact support."

Screenshot of the withdrawal status before my account was disabled.

Proof that KYC Level 4 was successfully completed.

Copies of my emails to Rollbit support and the complaints department.

Proof of my deposits and any additional information requested.

Thank you for your time and assistance.

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Stay safe.

Dear kryakter,

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 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?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• What types of games did you play to accumulate your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Household / IP address: To the best of my knowledge, nobody else in my household has created or used a Rollbit account. I have only one Rollbit account, under the username Kryakter.

VPN / IP masking: Yes, I have used a VPN while accessing Rollbit. However, I did not use the VPN for the purpose of creating or controlling multiple Rollbit accounts. I have only ever had one Rollbit account.

Games played: sports betting and a little slots

I would also like to provide an important update regarding my case.

I successfully completed KYC Level 4 and fully cooperated with Rollbit's Legal & Compliance team. Initially, Rollbit told me that my withdrawals were being withheld because they believed that I had another Rollbit account. I categorically denied this allegation.

I provided all information requested by Rollbit's Complaints and Compliance teams and was willing to complete additional Video KYC if required.

After this, Rollbit disabled my account. In their latest response, they stated that the action was taken in accordance with their internal procedures and external AML (Anti-Money Laundering) reporting obligations.

Therefore, the reason communicated to me appears to have changed from an alleged second account to AML-related concerns. However, Rollbit has not provided me with a specific explanation of what AML issue they believe exists, nor have they explained what has happened to my approximately USD 2,200 in pending withdrawals.

I have only ever had one Rollbit account, and I am willing to cooperate with any reasonable KYC, AML or other verification procedure that may help establish the facts.

I can provide screenshots of my pending withdrawals, KYC verification, correspondence with Rollbit, the account-disabled message, and Rollbit's latest response if required.

I would greatly appreciate Casino Guru's assistance in clarifying the reason for the account closure and, most importantly, the status of my approximately USD 2,200 in funds.

Thank you very much for your assistance.

Best regards,

A. A. M.

Rollbit username: Kryakter

Dear Veronika,

I would like to provide an important update regarding my complaint.

Since my previous message, I have received a new response from Rollbit Support. They have now explicitly stated in writing that my account has been permanently banned and that my funds have been forfeited.

Their exact response was:

"Your account has been permanently banned from Rollbit for breaching our terms of service. Your funds have been forfeit due to this breach."

They also stated that this is their final response and that they will no longer respond to me through Live Support. They instructed me to contact Compliance for anything further.

This is important because previously Rollbit Compliance told me that the actions taken against my account were related to their AML procedures. However, Support is now describing the reason as a breach of the Terms of Service and says that my funds have been forfeited.

I have still not been told:

Which exact Terms & Conditions clause I allegedly breached.

What specific action or conduct constituted the alleged breach.

Whether the alleged breach concerns a second account, VPN/location, AML concerns, or something else.

Whether my two pending withdrawals of $1,400 and 812 USDT have been permanently forfeited.

What contractual provision allows Rollbit to permanently forfeit these funds.

I have only one Rollbit account under the username Kryakter. I am willing to cooperate with any reasonable KYC, AML, source-of-funds or security verification.

I also have screenshots of my previous conversation with Rollbit Support from before the account was banned. In that conversation, Support initially told me that my withdrawal request was under review and described the process as standard. Later, the issue changed to questions about another account, and subsequently my account was permanently banned.

I am attaching the latest screenshot showing Rollbit's explicit confirmation that my funds have been forfeited.

Could you please add this new evidence to my complaint and, if possible, ask Rollbit to provide the exact contractual basis for forfeiting my funds and clarify what has happened to the $1,400 and 812 USDT withdrawals?

I am not asking Rollbit to disclose confidential AML information. I am asking for a clear explanation of the basis for the forfeiture and the status of my funds.

Thank you very much for your continued assistance.

Kind regards,

A. M.

Rollbit username: Kryakter

Dear kryakter,

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