The player from Russia had deposited $3000 through cryptocurrency at an online casino. After her account balance had reached $3800, the casino had blocked her account and requested documentation for verification. Despite her providing the required documents and clarifying that a friend had used the same device to play a year ago, her account was closed and the funds were not returned. The casino had cited abuse as the reason for account closure. We had concluded that the casino had acted within its terms and conditions, which prohibited the use of two different accounts from the same device. Therefore, we could not assist further and had to close the complaint.
Rollbit Casino - Player’s account blocked and funds not returned.
Amount: $3,800
Rollbit Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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7 months ago
Translation
I opened an account at the casino on January 21, 2024, and made a deposit of 3000 dollars using cryptocurrency. I played a little and my balance became 3800 dollars. After that, my account was blocked and I was asked for documentation. I sent the documents. Following this, a casino representative asked me if I have other accounts in their casino. I don't have any other accounts, but my friend played in this casino from the same computer a year ago. After which, my account was closed and they didn't return my money. I didn't receive any bonuses. They didn't inform me about which rule I had violated. I am appealing for help to get my money back.
Automatic translation:
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7 months ago
Hello miscele,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rollbit Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Were any of your documents approved? When was the last time you spoke to the casino and what was it about?
Please note that it is strictly against the casino terms to play 2 different account from the same device and the casino may block your account.
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
After I sent the documents, a video call was made. I was not informed about the verification results. The last time the casino wrote to me was on February 2 that my account was closed for abuse. After this the casino does not answer me.
Automatic translation:
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7 months ago
Hello miscele,
Unfortunately, the fact that there were 2 different casino used on the same device is more than enough for the casino to block the account and void any winnings generated from the player.
Please be aware to never let anyone to play from your device (or even using bonuses from the same household) as it will always lead to such situations.
We will be forced to close the complaint as the casino did everything according to their terms and conditions.
I'm sorry that we could not be more of a help in this case.
Regards,
Nick
