The player from the United Kingdom had made three deposits totaling about $1,200 and had successfully completed Level 3 KYC verification after winning $1,840. However, he faced issues with withdrawing his winnings as the casino accused him of having multiple accounts, which he denied. Two months passed without resolution, prompting him to seek assistance. The Complaints Team, after reviewing the case, concluded that they were unable to assist further due to insufficient insight into the casino's investigation processes regarding multiple-account strategies in sports betting. Consequently, the complaint was rejected.
Rollbit Casino UK - Player's withdrawal is delayed due to accusations of multiple accounts.
Closed
Our verdict
Other
Amount: 1,840 USD₮
Rollbit Casino UK
Safety Index:Very lowCase summary
Discussion
Public
Public
8 months ago
I made 3 deposits for a total of about $1,200. The first deposits were losing, but I was lucky to make $1,840 from the last one. Then I was asked to go through kyc to level 3, which I did (I passed and received this verification). Then I was accused of having other accounts, but I did not have them. They accused more than just me of this, because I looked through several complaints and almost everyone complained about this problem. They ask to provide essentially what I do not have (they need to provide other accounts that I allegedly registered). I repeatedly asked them about the fact that if they are so sure, then why do not they provide these accounts themselves, but they just kept silent. 2 months have already passed, so I decided to contact you in the hope that you will help me
Public
Public
8 months ago
Dear jamesphillipsd,
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 which games you focused on - slots, live casino, sports betting, etc.?
- Did you accumulate 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,
Kristina
Public
Public
8 months ago
I don't have any relatives who use this casino. But I used a VPN to log in. Maybe someone else used this IP
I played mostly sports betting, I was sometimes lucky and sometimes unlucky.
I didn't play with bonuses at all
Public
Public
8 months ago
Thank you for your reply, jamesphillipsd. Please understand that if you mainly placed bets on sports betting and you are experiencing issues like this, the casino may have detected activity that requires further investigation. There are many multiple-account strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
