Rollbit Casino - Player's account has been restricted and funds confiscated.

Rollbit has restricted my account and withheld my full balance of USD 14,062.65 since November 19, 2025, the date of my last successful withdrawal. The hold is now in its sixth month. Despite full cooperation with every KYC and source-of-funds requirement, Rollbit has not at any point cited a specific Terms of Service clause justifying the hold, has not provided a defined timeline, has not offered access to an Alternative Dispute Resolution provider, and has now closed my formal complaint without explanation.

Account in good standing. I successfully completed KYC Levels 1, 2, and 3, all approved by Rollbit. A successful withdrawal was processed on November 19, 2025, immediately before the restriction was imposed. The funds at issue are not in dispute as to ownership.

Source of funds documented. When source of funds was requested, I submitted the SOL purchase receipt, the vendor's contact details, and the complete chat history of the underlying transaction. When wallet ownership was requested by Rollbit support agent "Razer," I confirmed it. Every additional clarification was supplied without delay. At no point did Rollbit communicate that the documentation was deficient.

Months of silence. Between November 2025 and May 2026, Rollbit gave no written notice of any investigation, no specific ToS clause, and no resolution timeline. They did not offer ADR access, despite the obligation on Curaçao-licensed operators.

May 2, 2026 — Formal demand. I sent a formal written demand to Rollbit compliance and legal addresses requesting either release of the balance or written justification citing a specific ToS clause, with a 24-hour response window. The window lapsed without substantive response.

May 4, 2026 — CGA filing. I filed a formal complaint with the Curaçao Gaming Authority at complaints@cga.cw. The CGA acknowledged receipt.

May 6, 2026 — Rollbit's complaints procedure. Rollbit acknowledged my email and opened a "POTENTIAL COMPLAINT" intake, requesting six items: registered email, user ID, name and address, confirmation of willingness to complete video KYC via GetID, summary of the issue, and proposed resolution. They confirmed a 20 business day response SLA. I supplied all six items within minutes.

May 6, 2026 — Closure within hours. Within hours of receiving my complete response, Rollbit replied that they "consider the matter closed" and that I am "no longer welcome at Rollbit." The closure response:

Did not address the account balance of USD 14,062.65

Did not cite any specific clause of the Terms of Service

Did not initiate the GetID video KYC they had themselves referenced

Did not work through the 20-business-day procedure they had stated

Did not offer access to ADR

Threatened reporting to FIU Curaçao, GoAML, and local authorities

Pointed me to legal@rollbit.com for any escalation

The unresolved question. The closure email is silent on the existing balance. It addresses the ban but does not state whether USD 14,062.65 will be released or withheld. I have separately written to Rollbit Legal asking them to confirm the position on the balance and cite a specific ToS clause if it is being withheld.

Resolution sought. Release of the full account balance of USD 14,062.65 to a Solana wallet address of my choosing. I am willing to complete any final verification, including the GetID video KYC Rollbit themselves proposed.

Evidence available on request:

Rollbit support chat transcripts (November 19, 2025 to date)

KYC submission confirmations for Levels 1 through 3

Source of funds documentation

Wallet ownership confirmation with agent "Razer"

Record of the November 19, 2025 successful withdrawal

May 2, 2026 formal demand email

CGA complaint filed May 4, 2026 and CGA acknowledgment

Rollbit's May 6, 2026 complaints procedure acknowledgment

My May 6, 2026 complete response with all six items provided

Rollbit's May 6, 2026 closure email

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 very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What games did you play to accumulate your winnings of USD 14,062.65?
• Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.
• Which of your documents did not pass the KYC verification?
• Could you kindly specify if the casino accepted the documents that you provided as your source of funds?
• Which payment methods did you use for depositing money into this casino?

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

Best regards

Veronika

Hello Veronika,

Thank you for picking up this case. Answers to your five questions below.

1. What games did I play to accumulate my balance of USD 14,062.65?

Sports betting only. I am not a slots player. I used Rollbit primarily as a sportsbook over an extended period, placing bets across various sports and markets, and the balance of USD 14,062.65 is the residual from that long-term sportsbook activity. The figure is not the result of a single accumulated win or a bonus play. By the time of the dispute I had reached Rollbit's Plat 4 (Platinum 4) loyalty tier, indicating substantial historical wagering volume on the sportsbook.

This is corroborated by Rollbit's own chat record. The November 19, 2025 support chat that triggered the dispute begins with my message asking why I could no longer access the sportsbook ("how come I cannot access the sports book anymore?"). The transcript is available on request. My last successful withdrawal before the restriction was processed on November 19, 2025, and the figure of USD 14,062.65 reflects my balance as of that date.

2. Email received after account was blocked

I am forwarding the relevant emails to veronika.f@casino.guru in a separate message. The most important is Rollbit's closure email of May 6, 2026, in which they declared the matter closed and confirmed I am "no longer welcome at Rollbit," with explicit threats of regulatory referral if I attempt to "circumnavigate the ban."

3. Which KYC documents did not pass verification?

None. KYC Levels 1, 2, and 3 were all submitted and approved. Rollbit never communicated that any KYC document was deficient. The hold was not about KYC. I have never been told which document or piece of information was insufficient. On May 6, 2026, when Rollbit opened their formal complaints procedure, they referenced the possibility of additional video KYC via their third-party provider GetID. I confirmed in writing that I was willing to complete this. They did not initiate it and instead closed the matter within roughly one hour.

4. Did the casino accept my source of funds documents?

Rollbit never said yes, and never said no. After I provided the requested source of funds documentation on November 20-21, 2025 (SOL purchase from a peer-to-peer vendor "Dani," vendor's WhatsApp number +1-514-690-3016, screenshots of the chat history with the vendor, wallet ownership confirmation), Rollbit support agent "Razer" replied on November 21, 2025: "We're reviewing the submitted information and will update you as soon as we can." After that point, my messages in the support chat went unanswered. No deficiency was ever communicated to me. No specific Terms of Service clause was ever cited as the basis for the continued hold.

5. Payment methods used for deposits

Cryptocurrency only. Solana (SOL) deposits to wallet address GU8gXNaS24zK75PXUYfPTEctymcA9fFYyE6atKPqY4U8, which is mine and which I confirmed to Rollbit during the dispute. The deposit at the centre of the dispute came from address 69EXb1nXLhnPF2XMiU7Y6yA4DHxePGL7B9YwaNzLeLF3, which is the wallet of the peer-to-peer vendor I purchased the SOL from. I have never used any other payment method on Rollbit.

I have full chat transcripts from the period (November 19-30, 2025) which I can share if helpful. The transcripts include Razer's wallet ownership questions, my source of funds submissions, the operator's last substantive response on November 21, and the November 30 thread in which I formally cited Rollbit's own Terms of Service and was told only to "reach out to legal@rollbit.com."

Thank you for taking this on. I will forward the emails referenced in question 2 to veronika.f@casino.guru immediately.

Best regards, Michael-Elie M.

I always use crypto to deposit

withdrawals :

Dear mouss,

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 25+ 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