Rollhub Casino - Player is struggling with delayed withdrawal processing.

Hi,

I am from Belgium and signed up at Blackjack.fun on April 5th. I played for a few weeks (both slots and sports) until I decided to request a payout of 25mbtc on April 28th. It was kept in pending mode for a day and then I was asked to submit KYC. I did it but it was first rejected and it was unclear to me why. The livechat was very unresponsive and it took me weeks to finally get to speak to someone, who told it was due to the utility bill being too old. So I did the KYC a second time and this time all was approved, as was confirmed in the livechat on May 20th (to be seen in screenshot One). Immediately after this, my still pending payout since April 28th, was processed just fine.

So, I thought, all was fine moving forward since I had a fully verified account and I expected future withdrawal to be processed without problems. So the next day, on May 22nd I requested another payout, this time for 45mbtc (see Screenshot Two), but to my surprise after a few days it was still pending. So I had multiple contact attempts via the livechat but rarely anybody even answered. This is a very bad service of Blackjack.fun that they most of the times have nobody in the livechat. And the few times that there was someone in the livechat, they simply stopped responding after 1 or 2 comments. Very, very weird. See screenshot Three for all the conversations I initated that were never responded to or they simply stopped responding halfway.

Then, on May 26th finally I got someone who answered me (Laura, see Screenshot Four) in livechat and she said "We would like to inform you that your withdrawal request is expected to be confirmed today. We sincerely appreciate your patience and positive attitude throughout this process."

So, I was 99% sure this time it would be solved and that I would indeed receive the withdrawal that day, but it never came. Even now, on July 9th, we are 44 days further and the withdrawal is still pending!

So then I got back to livechatting, with many times being ignored, but finally somewhere in June (don't know the exact date anymore) some guy called Jack answered. He said "I will talk right now with a relevant team. Sorry for that one more time. We will come back to you shortly." But, again, nobody came back to me and nothing was processed.

Then, getting desperate about this situation, I went on to search on the internet and found out that in Telegram there is a person called Aria active, who seems to be a higher manager in there. And even she did the same act to me as all the others: first taking me serious and asking what was the problem, after I explained it politely apologizing and making it look like she was going to solve it, and then in the end going to ignore mode again (see Screenshots Six and Seven). It is really frustrating to be so much ignored when you even have a fully KYC verified account.

So now, I am out of options to contact them, I have tried everything. So I am turning to CasinoGuru for help, I really hope you can wake them up for me. I do not believe they have bad intentions but I do believe they need to up their game in terms of customer support. Please let them finally process my pending payout, because there should be nothing in the way on a confirmed fully KYC verified account, and also due to the fact that a previous withdrawal was succesfully processed. Thanks!

Hello,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Blackjack.fun Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you accumulated your winnings with or without an active bonus? 
• Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

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, 

Katarina

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.

Hello Katarina,

• no bonus was taken at all
• I will forward all communication now to your email, and I will also send you the 2 missing screenshots. I had 7 screenshots but could only upload a max of 5, that's why.

Thanks

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Heyndrickx,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Blackjack.fun Casino representative to join this conversation.

Dear Blackjack.fun Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

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

Best regards,

Mirka Dubasova