Rollbit Casino - Player's account is restricted without resolution.

Hi,

My Rollbit account was restricted with the message "Functionality is temporarily restricted for this account". I completed full KYC by submitting my ID, proof of address, and bank statements.

After that, I was accused—without any evidence—of having multiple accounts. I only have one ID and have never created any other account with them. I tried contacting both their support and compliance teams via email (on March 30 and April 3), but I haven’t received any reply to this day.

I also reached out via live chat, but they were unhelpful and just kept repeating the same messages. I believe this may be a misunderstanding, possibly related to using my account from both my desktop and MacBook

Right now, they are holding $1339.08 on my account, and I have no way to access it. I just want a fair resolution.

Dear buik11,

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 I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Kristina,

Thank you for your response.

I can confirm with 100% certainty that no one else from my household has ever created an account at this casino. I am the only person using Rollbit from my household and identity.

I did not use any bonuses – I played strictly with my own deposited funds.

I mainly used the account for sports betting, mostly on tennis and occasionally on basketball.

Also, I recently came across a discussion on a Bitcoin forum, where it was mentioned that Rollbit might flag users based on shared IPs, VPNs, or device fingerprints. I want to clarify that I sometimes logged into my account from two different devices (my desktop PC and my MacBook), and I use a VPN, but always set to the same country I live in. I’m not sure if this triggered a false flag, but I hope it helps clarify my situation.

Please let me know if you need any further details. I really appreciate your help and hope we can resolve this soon.

Best regards,

buik11

Thank you for your reply, buik11. I am sorry, but if you mainly placed bets on sports betting and your account has been blocked, the casino may have detected activity that requires further investigation There are many multiple account strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.