Rollbit Casino - Player's withdrawal has been delayed due to account issues.

Hi, I have a problem with RollBit, I requested a withdrawal about a month ago, maybe more, and I waited a long time, I contacted support, and they told me to list my duplicate accounts, when I told them I didn't have them, they kept repeating that I had to list them, they have absolutely no proof for that because otherwise my account would have been automatically blocked, this is shameful that things like this happen, I also wrote to an email and complained, I have all the screenshots of correspondence and emails. I don't know what to do, I read on many forums, that a lot of people complain about this forum "Multiple Accounts" I don't know how they dare just to claim something without proof. Shameful, I hope you can help. Thanks

Dear Veselin10,

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 if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Best regards,

Veronika

I passed all the KYC Level 4 verifications myself. None of my household members use it, I work in an office, and I stated that it is possible that some of my colleagues also use rollbit, which I honestly don't believe, I used it exclusively for live betting, I accumulated my winnings without a bonus, I also stated that I am willing to undergo any type of verification, such as the video call.

Could you please confirm which device(s) you normally use to access your account (e.g. smartphone, laptop)?

Have you ever logged into your Rollbit account from a shared or public network (e.g. office, internet café, school, etc.)?

Have you ever helped anyone else create or manage a Rollbit account, even if just as a favor?

Did Rollbit support provide any specific details or examples regarding the supposed duplicate accounts? (For instance, similar usernames, IP addresses, or device IDs?)

I used an office with shared wifi, and I pointed that out to them, I only used the phone (IOS) and that's the only thing, no vpn, I didn't help anyone create an account, rollbit customer support doesn't communicate with me at all, they just ask me to list other accounts, which I don't have

Thank you very much, Veselin10, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Veselin10 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Rollbit Casino for their help in resolving this complaint. We would like to know what the issue is with the account and what we can do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Veselin10,

I have tried to contact the Rollbit Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter