Rollbit Casino - Player’s account is closed, and winnings are confiscated.

Hello Casino Guru Team,

I am opening this complaint against Rollbit regarding an unfair account suspension and the confiscation of my legitimate winnings.

Here is the chronological sequence of events:

Deposit & Betting: I registered, deposited funds, and placed my bets normally.

Initial Withdrawal: After winning, I requested a withdrawal. The platform processed an amount exactly equal to my initial deposit.

Withdrawal Block & KYC Request: When I attempted to withdraw the remaining balance (my accumulated profits), the system blocked it. I contacted live chat support, and the agent explicitly instructed me to complete the KYC verification process to unlock the funds.

Account Suspension: Immediately after, when I tried to log into my account to upload my identity documents for KYC, I received an error stating that my account had been suspended.

Changed Narrative: I went back to the live chat to report the login issue. Instead of helping me access the verification page, the support team completely changed their version of events. They claimed I had "violated terms" (without providing any specific details or evidence) and told me that further communication must be handled exclusively via email.

Why this is unfair: I am fully willing and ready to submit all necessary identification documents to complete a full KYC process. I have nothing to hide. Rollbit has effectively locked me out of the platform to prevent me from completing the very verification they requested, using a generic "terms violation" clause to withhold my remaining balance.

If Rollbit no longer wants me as a customer, they have the right to close my account, but they must release my remaining balance. Retaining my winnings while refusing to let me verify my identity is unacceptable.

I kindly ask Casino Guru to mediate this issue so that Rollbit allows me to pass the KYC verification and withdraw my full remaining balance.

Important notice:

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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 types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link to it or a screenshot of the bonus.

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 Veronica,

Thank you for taking my case. Here are the answers to your questions:

What types of games did you play? I placed sports bets (apostas esportivas).

Did you accumulate your winnings with or without a bonus? I accumulated my winnings completely without any bonus. I only used my own deposited funds.

As a reminder, the platform accepted my bets normally and even allowed me to withdraw an amount equal to my initial deposit. However, they blocked the rest of my winnings and suspended my account, preventing me from completing the KYC process they initially requested.

I am fully ready to cooperate and provide any documents needed to verify my identity.

Thank you for your help, and I look forward to your mediation.

Best regards,

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika