Rollbit Casino - Player's withdrawal is delayed.

Hey, looking for advice or similar experiences.

I deposited around $700 and tried to withdraw about $500. My account got flagged for "linked accounts", even though I only have one account.

I explained everything to support and compliance, including that I may have used a work VPN, which could explain any IP overlap. I also completed KYC Level 3 and offered further verification.

After that, they stopped responding completely. It’s now been over 2 weeks with no update and my withdrawal is still pending.

Has anyone dealt with this? Did you manage to resolve it?

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 sunlighteu,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing with your withdrawal being delayed and your account flagged.

Thank you for the detailed explanation. I have also checked the casino’s terms regarding restricted countries and IP limitations, and I did not find the Czech Republic listed among restricted jurisdictions. This suggests that, even if a VPN was used, it may not necessarily mean that you gained any unfair advantage in this case. However, the casino may still treat VPN usage as a potential risk factor, which is something we need to clarify further.

To better understand your situation, could you please provide the following details:

• Do you know if anyone else (colleagues, friends) may have accessed the casino from the same work network or VPN?
• Did the casino specify what exactly triggered the "linked accounts" suspicion?
• Have you received any response at all from their compliance team after completing KYC Level 3?
• Are you still able to access your account normally, or is it restricted in any other way?

Additionally, if you have any communication with the casino (emails, chat transcripts, or screenshots), please feel free to upload them here or forward them to petronela.k@casino.guru so I can review everything in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear sunlighteu,

Thank you for your cooperation and for providing all the necessary information.

After reviewing your case, I would like to inform you that this operator has a No Reaction Policy with our Complaint Resolution Center. In the past, we have made multiple attempts to engage with the casino across numerous cases; however, they have consistently failed to respond (24 complaints in total).

Due to this ongoing lack of cooperation, we have not contacted the casino in this instance, as previous experience has shown that such attempts would not lead to any meaningful progress.

Unfortunately, without the casino’s participation and access to their internal evidence, we are unable to properly assess or mediate this case.

For this reason, this complaint will now be closed as unresolved.

Please note that this lack of cooperation is taken into account and may negatively affect the casino’s rating on our website.

As a next step, we would recommend that you consider contacting the relevant licensing authority or regulatory body, as they may be better equipped to assist you further.

I’m sorry we couldn’t help resolve your case, but thank you for your understanding.

Best regards,

Petronela

Casino.Guru