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

Hi Atilla,

thank you for the fast answer.

Could you please confirm whether you currently still have access to your account?

• Yes I have access to every single account

Could you please confirm whether you have passed the KYC verification on all of your accounts?

• Yes, all under my legal name and verified with ID. Exact same name and my name is one of a kind there can't be two persons with this name.

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.

• Rollbit doesn't send self exclusion email they simply log you out of your account and show you the date you can access your account when trying to log in. We don't receivr confirmation emails. They likely have it on file only.

kind regards

Dear Player,

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

Attila

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