Rollbit Casino - Player is seeking losses over account closure issue.

Hello,

I was excluded from the casino due to a suicide threat in the support window after a big loss, at the beginning of 2023.

Shortly before that, I had won an NFT, which I would only have been able to withdraw after 30 days.

It was agreed with support that they would reopen the account for a short time after the 30 days so that I could withdraw my NFT and then it would be closed again by Rollbit, I was only allowed to top up the amount necessary to withdraw the NFT, if I had topped up more, my account would have been closed.

In 2024 I had a relapse and was still able to log in to my Rollbit account and make several thousand € in deposits and also withdraw winnings.

I am claiming back my deposited money minus the withdrawals I made (thus my losses) for the period after I was excluded due to non-compliance with player protection.

Dear leknug,

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. 

• Did the casino inform you that your account was permanently closed after you withdrew your NFT?
• Could you please advise if you currently have access to your casino account?
• When did you reopen your account?

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

Hello Kristina,

thanks for the help.

Did the casino inform you that your account was permanently closed after you withdrew your NFT?

No the casino didn’t do this.

Could you please advise if you currently have access to your casino account?

Yes, the access to the account is still working.

When did you reopen your account?

The account was opened at 04.02.2023 to withdraw the NFT but then not closed again.

Greetings

Leknug

Thank you very much for your reply, leknug. Do I understand correctly that you personally didn't request self-exclusion or inform the casino about gambling problems?

Have you recently discussed this issue with the casino? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear leknug,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.