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

Hi, I have an account on Rollbit Casino. On 26th July I logged into my account and decided to submit my KYC. No one requested me to submit it. I decided to submit it because I had been using the platform for sometime.

After submitting the KYC I was told it was under review.

A few minutes later I got the notification that my verification had been rejected and that I should contact support. Unlike other platforms I’ve used before, if my verification was rejected, I wasn’t allowed to resubmit it. I was just supposed to contact support.

I contacted support and was told they would check and get back to me. My expectations were that they would reopen my verification for me to re-submit my KYC.

The next morning on 27th July I tried logging into my account and I was told my account has been disabled. Just like that, I couldn’t login anymore and I haven’t been able to since then till today.

I reached out to support regarding the new development and all they would say was that my account has been closed because I’d breached their terms and conditions.

I do not know what terms and conditions I have breached, and they haven’t communicate that to me either.

I was immediately asked to contact compliance.

I contacted them, and they requested some personal details. I provided them and I haven’t heard from them again.

Even if a customer is in violation of platform rules, (which they have shared no proof of), how do you just close an account without any formal communication. And this is an account I was even using actively a day before I willingly and on my own, decided to submit my KYC.

If this is not a way to swindle customers of their money, then I don’t know what this is. Kindly help me retrieve my account and my funds.

Thank you so much.

Regards, L****

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollbit Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Was there any balance on your player's account? What does the amount of USD₮1449 represent in your situation?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas, thanks for your response.

Very well I’ll provide the information right away

. I was a member of the casino from somewhere the middle of July. And my account was suspended on 26th July. I woke up on 27th July to notice that it had been completely disabled and I couldn’t login at all.

. Yes there was money in my account. The amount $1,449 represents my account balance at the time they disabled my account. (USDT which is a crypto form of the dollar)

. I used to bet on sports: that’s football and the others. I didn’t play slots or live games.

.

So I woke up on 27th to this screen, when I tried logging into my account.

I then reached out tho them via the chat box and they responded via email.

this was their response, saying that my account had been closed for breaching terms and conditions. No terms and conditions were stated though.

So I sent them this email, complaining of my account closure;

And then they responded with this email, requesting that I sent in a formal complaint, which I did;

Let me continue in my next reply. I’m told my number of attachments exceeded

Hello Thomas, this is my continuation here.

so I sent them an email as my formal complaint regarding the account closure

They reached back requesting for further information;

so I responded with the information they needed, which was my detailed address

That was on the 29th of August.

And then finally on the 6th of August they sent back this email;

saying that the matter is considered closed and that I’m no longer welcome to the casino.

kindly take this up for me, because this is a clear case of a deliberate ploy to swindle customers of their funds.

Thank you

Thank you for your reply, Nanaama.

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 any online casino, and we will do our best to assist.