Rollbit Casino - Player's accounts were wrongly approved during self-exclusion.

I self-excluded from Rollbit on my main account because I had a gambling problem. While that self-exclusion was still active, I was able to register a new account under the same legal identity. Rollbit ran its KYC identity verification on the new account, matched it against the same ID documents already on file, approved it, and allowed me to deposit and gamble. I lost money and self-excluded again. The same thing then happened a second and a third time: each new account was created during an active self-exclusion period, passed Rollbit's KYC against the same verified identity, was approved by Rollbit, and was allowed to deposit and play leading to over 120,000$+ net loss in 2 weeks.

Rollbit's own Responsible Gaming policy states that a self-excluded player may not create a new account during the exclusion period. Because Rollbit carried out KYC each time and matched every new account to the same verified identity and ID documents already linked to a self-excluded account, its own systems had every opportunity to detect and block the re-registration — and failed to do so on three separate occasions. The purpose of KYC and self-exclusion is to make this technically enforceable; Rollbit verified exactly who I was each time and let me back in regardless.

I raised this with Rollbit directly. Their compliance team acknowledged my email and asked me to submit a formal complaint with supporting details, which I have done. However, they indicated a 20-business-day response window, whereas responsible-gaming complaints under the Curaçao framework are to be handled within 5 business days.

Resolution I am seeking:

- A refund of my net losses (deposits minus withdrawals) on every account created and used while a self-exclusion was active.

- Permanent closure and permanent block of all accounts linked to my identity and KYC documents.

- Preservation of all my KYC records, account logs, deposit and withdrawal history, betting history, chat/email logs, and self-exclusion records.

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.

Dear satoshi, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Rollbit Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Could you please confirm whether you have passed the KYC verification on all of your accounts?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila