The player from Quebec had been unable to withdraw his winnings for several months despite having completed all necessary KYC verifications. He continued to receive repeated requests for information about other accounts, which he did not have. The Complaints Team had been unable to resolve the issue due to the casino's lack of cooperation, as it had multiple closed cases under a "No Reaction Policy." Consequently, the complaint was closed as unresolved, which may have impacted the casino's overall rating. The player was advised to avoid Rollbit Casino due to these ongoing issues.
Rollbit Casino - Player’s withdrawal is delayed.
Unresolved
Our verdict
No reaction policy
Black points: 972
Amount: 9,611 USD₮
Rollbit Casino
Safety Index:LowCase summary
Discussion
Public
Public
4 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem at Rollbit Casino. 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 when you have passed the KYC verification? What specific documents have you provided?
- Have you accumulated 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,
Natalia
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
4 months ago
1. No, no one has ever created any accounts from my household nor using the same ip address on the website, and I haven't used any VPNs
2. When passing the KYC verification I've submitted my driver's license picture.
3. I've accumulated my winnings without an active bonus
Public
Public
4 months ago
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 10+ 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, we have no other choice, as it appears to be a common practice for Rollbit Casino to completely ignore our attempts to mediate any issues. Please check all our 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.
The casino can reopen this complaint anytime.
Kind regards,
Natalia
