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

I registered and used the Rollbit platform to place bets in December. When I tried to withdraw my funds, they prompted me to contact support. After contacting them, they let me do the KYC, I did it and then they asked me to provide information about other linked accounts, but I only have one account. After that, they stopped replying to my messages and told me to email the compliance department myself.

They replied many days later, asking me to fill in the corresponding information and my request. After I filled it in, the compliance department again told me to contact support, but support again needs me to provide information about other linked accounts. I swear to God I only have one account, and I really don't know what to do.

One month passed, nobody deal with my issue, and they not allow me to talk on the chat window.

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Dear William007007,

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 still have access to your account?

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,

Attila

Dear Attila,

Thank you for your response. I would like to clarify the following points regarding my account:

1.I have created only one account. If there were any accounts created using the same IP address, the only possible reason would be the use of a VPN. However, the customer support has already confirmed that this issue is unrelated to a VPN.

2.I am able to log in to my account normally, but I am unable to withdraw or deposit funds.

3.The funds in my account were generated primarily from my own capital through betting activities. Only a very small amount (a few dollars) came from platform rebates.

Dear William007007,

Thank you for your response. I would like to seek your clarification on a couple of points. Could you please confirm whether you have utilized any VPN or IP-masking software to change your actual location while accessing the casino website? Additionally, could you let me know if the payment method you used is registered in your own name?

Thank you in advance for your patience and cooperation.

1.Sometimes forget to close the VPN, but the address also in the China, because we need use vpn for our work in the daily lives.

2.The payment method was registered by my own name.

Dear William007007,

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, 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.