The player from Albania was unable to withdraw his winnings after depositing 21.9 USDT and winning 130.5 USDT. Despite providing KYC documents, his account had been banned without any response from live support. The issue was resolved, with the player confirming that the casino had addressed the concerns regarding his account status. The Complaints Team marked the complaint as 'resolved' in their system.
Rollhub Casino - Player's account has been banned after withdrawal request.
Resolved
Our verdict
Case closed
Amount: 130 USD₮
Rollhub Casino
Safety Index:LowCase summary
Discussion
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1 year ago
I deposited 21.9 USDT won 130.5 USDT went to withdraw was asked for kyc I provided the kyc and they banned my account and won't give me the funds. Live support doesn't respond no one responds.
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1 year ago
Dear TrulyDegan,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify what types of games you played, e.g. slots, live casino games, sports betting?
Did you accumulate your winnings with or without a bonus?
Am I correct in understanding that your account was closed right after you submitted your identity documents, and the KYC procedure has not been successful for you?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
1 year ago
I played dice and some blackjack.
Without a bonus.
I provided kyc and after 7-8 hours they banned my account. They don't notify you if the kyc gets approved so I'm not sure if it was successful. But I'm sure that I provided everything they asked for .
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1 year ago
Dear TrulyDegen,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
