Rollbit Casino - Withdrawal of player's winnings has been delayed.

Hello,

I have two pending withdrawals (81.3 USDT and 70.5 USDT). Rollbit falsely accused me of having multiple accounts without showing any proof. I confirmed I have only one account and asked them to show evidence if they believe otherwise.

They asked me to write to compliance@rollbit.com, which I did — but they have not responded for several days.

I am asking for your help to get my rightful funds released, or at least get a proper answer from them.

Attached: screenshots of pending withdrawals and support messages.

Thank you.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player, 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?

Did you accumulate your winnings with or without an active bonus?

Did you use a VPN?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear Dominika,

Thank you for your response.

No one in my household or sharing the same IP address has created an account at this casino except me.

I won using my own money without any active bonus.

Yes, I have used a VPN before, but not for playing.

I have attached all my communications with the casino.

I hope this information helps you resolve my issue.

Thank you very much for your cooperation.

Best regards,

Dear player, could you please let me know if you have received any reply from the casino’s compliance team after writing to compliance@rollbit.com? Have they provided any updates or conclusions regarding your case?

Hello Guru team,

Thank you for your continued assistance.

I want to clearly express my deep frustration with how Rollbit is handling my case.

I have cooperated fully, sent an email to their compliance team, and provided all necessary information — including proof that I have only one account and no linked accounts. I was completely transparent.

Despite this, Rollbit did not respond seriously to my messages and instead sent a vague reply simply stating that I violated rules — without giving any clear explanation or evidence. I believe this is unfair and dishonest.

At this point, it feels like the platform is intentionally withholding my funds, without just cause, and avoiding any real investigation.

I kindly ask Guru to take this seriously and hold Rollbit accountable for this treatment.

Dear player, to fully understand your situation and proceed further, could you please clarify the following:

In what context did you use a VPN while accessing the casino? Was it at any point during registration, login, or gameplay?

When you registered your account, did you enter your real and accurate personal information, including your name, country, and address?

Did you play casino games or bet on sports?

Are you able to access your casino account?

Hi,

I only used a VPN for two days, and possibly just once while visiting the casino website. The rest of the time, I did not use it. The reason I used it was to access certain AI programs that were not yet available in my country, Morocco. The VPN was used once during gameplay and did not exceed 10 minutes.

Yes, I provided my real and accurate personal information, including my full name and national ID. I also completed the video verification using my face and submitted all the required details.

I mainly focused on betting on sports matches. Occasionally, I played a few games like Crash and the Diamond game, but the majority of my activity was related to sports betting. Sometimes I won, and sometimes I lost.

Yes, I am still able to access my casino account. The only issue I’m currently facing is a pending withdrawal.

Dear player, just to clarify your current situation — do I understand correctly that the issue regarding the alleged multiple accounts has already been resolved with the casino, and now you are simply waiting for your pending withdrawal to be processed?

Or is the withdrawal still pending because the casino is continuing to request information or take action based on the multiple account accusation?

Also, could you please let us know which country you selected when using the VPN?

Hi,

The issue remains unresolved.

The withdrawal process is still frozen and on hold, and the casino continues to accuse me of having multiple accounts.

Currently, the casino is not responding, and support is not replying to my messages.

For clarification, when I used the VPN, I selected the United States as the country.

Dear player, you confirmed that you used a VPN during gameplay and that the selected location was the United States. Please note that the USA is among the restricted countries, and by doing so, you may have unintentionally breached Rollbit’s Terms & Conditions. The casino’s rules clearly state:

The attempt to manipulate Your real location through the use of VPN, proxy, or similar services or through the provision of incorrect or misleading information about Your place of residence, with the intent to circumvent geo-blocking or jurisdiction restrictions, constitutes a breach of this Agreement.

Additionally, since your activity was primarily related to sports betting, and not casino games, and your withdrawals have been blocked, the casino may have detected activity that led to this decision. 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 close 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.