Rollbit Casino - Player's account is locked with delayed withdrawals.

Hello,

Between the 3rd and 4th May I attempted to withdraw some funds from Rollbit casino.

Previously, I never had any issues with withdrawals. In total, I already previously withdrew ~$3k USD from my account with no hassle. However, just recently they blocked some of my withdrawals which was quite strange, with the message to contact support [see screenshot].

Later, I noticed that I was asked to complete the verification process (a notice banner on the website), which I successfully completed to level 3. This included entering my personal details, scanning my Taiwan passport, and completing the live verification. Once completed, I got the notification that deposits were unlocked (but not withdrawals).

I contacted support via live chat regarding my stuck withdrawals.

As you can see in the attached transcript, I made contact with support and Montie said they would give me an update later regarding my account. After 1 hour, Razer replied and said the following: "Thanks for your patience here. To proceed here we'll need the account controller to complete KYC. 

 

 We've reset the KYC level to allow this. Please note that attempting to circumvent KYC again will result in permanent account closure."

I said that there must be some confusion, given I already completed KYC levels successfully as requested. How can I complete all 3 levels of verification (including a live verification) and not be the account controller?

Despite this confusion, I successfully completed the KYC verification a second time [see KYC verification screenshot].

After informing them that I redid the verification. Razer replied stating that my "account is now locked. 

 

 If you wish to cooperate in the future, please let us know!"

I immediately replied asking why it was locked and what the issue is, but have not heard back from Razer or other staff.

In total, I have reached Silver I status on Rollbit, meaning I have wagered over $50k USD on the site.

Looking at my cryptocurrency transactions, I have deposited the equivalent of ~$2.7k USD into Rollbit, and have withdrawn ~$3k USD. There is currently a remaining balance of about $1k USD in the account. I believe I have been very unfairly treated, with accusations from Razer that I am not being honest with them. So far they have not provided a reason for the account being locked or about my remaining withdrawals.

I have had no issues with this account up until now. The account was created over 1 year ago, but I have only been more active in the past month or so.

Looking at other complaints here, it seems there are a few that have become unresolved. If my case becomes unresolved, where can I go to escalate this matter further with the appropriate authorities/gambling regulator? Is there an email/website/form I can fill out?

For reference, I have attached screenshots/transcripts showing how much is currently in the account, account KYC verification completion, Silver I status, and live chat screenshots.

Thank you

Dear ShuiEao,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• When was the last time you accessed your casino 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Kristina,

Thank you for looking into this.

It was a mixture of casino games like slots and plinko, but mostly on sports betting.

I won a bit from sports betting (~$1.5k usd worth), while losing about $500 usd on casino play from memory.

There was no active bonus. I never signed up with a deposit bonus or any similar scheme.

The last time I was able to login to the account was yesterday, 4th May, but it has since been locked, immediately after Razer replied saying he locked the account.

Thank you very much for your reply, ShuiEao. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hi Kristina, I have sent all relevant communication between me and Rollbit to your email.

As you can see, I have attempted to contact them on live support on multiple occasions after the initial live support request, but they continue to ignore me.

First live support contact - Razer:

Live support contact again - Fork - ignores my questions

Live support contact - Fork 2nd time - never responds after this

Live support contact - no answer

As you can see, they are completely ignoring my requests. It's been many days and no responses anymore.

They also haven't shown any proof to their claim that I am not the true account holder, they have just decided to keep my funds instead.

Thank you very much, ShuiEao, for your cooperation. I will now transfer your complaint to my colleague Stefan ([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 ShuiEao,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Rollbit Casino representative to join this conversation and participate in resolving this complaint.

Dear Rollbit Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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 Curacao Gaming Control Board (Regulator states that it will not handle individual disputes between players and operators, but if you want to try and contact them, please use a contact form here: https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru