Rollbit Casino - Player's account has been closed without explanation.

Hello,

I am submitting this complaint regarding Rollbit.com.

My account has been permanently disabled for "breach of Terms of Service", but I was not given a clear explanation of what rule I violated.

I had a balance remaining in my account, and I was not allowed to withdraw it.

When I contacted live support, they told me they have nothing further to add and directed me to send complaints by email. I did not receive a proper explanation or detailed evidence of any violation.

I believe this action is unfair, and I am requesting:

A clear explanation of the alleged Terms of Service breach

A review of my account

The ability to withdraw my remaining balance

I am willing to cooperate and provide any necessary information.

Thank you.

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.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Do I understand correctly that you had USD₮5000 (dispute value) in your casino account? Were your winnings accumulated while a bonus was active, or without an active bonus?

Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your reply.

I was mainly focused on sports betting.

My account was permanently closed without any prior warning or clear explanation. I was not asked to complete verification or provide any additional documents before the closure.

Yes, there was a balance in my account at the time it was disabled. The funds were from my own deposits and regular sports betting activity. I was not given the opportunity to withdraw my remaining balance or receive a detailed reason for the decision.

I am willing to cooperate and provide any information if needed. I kindly ask for a clear explanation of the alleged breach and a review of my case, as well as the possibility to withdraw my remaining balance.

Thank you for your assistance.

I forget to answer about bonus no I didn't use any bonus only my deposit amount

Thank you for your reply, Ak14. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.