Rollbit Casino - Player’s withdrawal is delayed due to account issues.

Hello, a month or so ago I went from $13 to $13,000 on a slot on the Roll Bit website, I gambled there regularly, I have a high level and everything, and when I tried to withdraw the money, they said I had another account and to contact support, I contacted them and they told me to admit that I really don't have any other accounts and I've never created any, they sent me to their legal team, I waited a month for a response only to be told that I had to go back to support and admit other accounts that I really don't have, I don't think that makes sense and is wrong, if I had another account I would admit it but I've never really used any other accounts from this computer....

Dear disann988,

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?
• Have you used any VPN or IP-masking software to alter your true location while accessing the casino?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Nobody used it, nobody gambles except me, I didn't use the bonus, my friend sent me $13 in salt mine crypto, I never used a VPN to gamble, I always played the available games, I passed KYC a long time ago when a few years ago they wouldn't let me withdraw any larger money...

Does your friend also have an account at this casino?

Please forward me all the communication between you and the casino regarding the accusation of multiple accounts, as well as any other relevant evidence that could help us with the investigation of your case at [email protected]. Thank you for your cooperation.

Hello, I don't know if my friend has a rollbit account, we're not that close, he mostly sells me crypto, I don't know if I have anything to do with it, but their support on the site is totally unprofessional, they even sent me a hat emoji as in the translation "cap" to tell me I'm lying that I don't have another account, which can be proven from my IP address, no other account has ever been created and I've never logged into another one.

Thank you for the screenshots. Can you also please show me the email from the casino that you received on 17 March?

Thank you very much, disann988, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([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.

Thank you very much.

Hello disann988,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and it looks like you found yourself in a similar situation to a few other players whose cases, unfortunately, ended up unresolved because the casino team failed to provide sufficient evidence of the rule violations. I will still contact the casino to shed more light on the matter, but the prospects of a successful resolution of your complaint are rather uncertain.

We would like to invite Rollbit Casino to join the conversation.

Dear Rollbit Casino,

I would appreciate your clarification regarding the inquiry made to the player about other accounts, despite their assertion of having only one account with your casino. The player is ready to complete a thorough KYC and AML verification, including a video call, which should prove that they are the holder of only one account that they have been using for a longer time.

If there are concerns regarding multiple or duplicate accounts associated with this player, I kindly request that you send any relevant evidence of this to me at [email protected].

Thank you in advance.

I agree with that and I believe they didn't provide evidence because they don't have any, but are making up reasons not to give people money, shame on them.

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.

Fraudsters stink @rollbitcasino

Dear disann988,

I have made several attempts to reach out to the casino team, yet I have not been successful, as I have not received any response from them. I’m afraid there is not much that can be achieved without cooperation from their 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 Anjouan Gaming Authority (https://anjouangaming.com/file-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded ([email protected]).

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru