The player from Panama reported an issue where her account, holding approximately $10,000, was closed without evident reason. This occurred despite supplying all requested information, undergoing a successful KYC verification, and providing proof of origin for her deposited funds. The complaint was rejected because the player didn't respond to our messages and questions.
Rollbit Casino - Player's account was closed.
Amount: $9,300
Rollbit Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Translation
I'm having an issue with Rollbit Casino. On July 17th, they arbitrarily decided to close my gaming account which held an approximate balance of $10,000. They did this after requesting a great deal of information from me, all of which I provided correctly and in a timely manner. Among the details they asked for, they requested KYC verification, which was successfully conducted. They also asked for the origin of the funds I deposited into the account, amounting to approximately $14,000. I provided this information as well. They even asked me to share my screen during a video call to showcase my gaming account and my exchange account, to verify that the funds were indeed transferred from my account. Their response was that my account would be permanently blocked and I would lose my funds. I urgently need assistance - these funds represent my life's savings and I've received no response from them whatsoever.
Automatic translation:
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9 months ago
Dear dayanacareloca845,
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 while your account was still active - slots, live casino, sports betting, etc.?
Have you accumulated your winnings with or without an active bonus?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
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
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9 months ago
Translation
Hello, good morning, the account is used mostly for sports betting, the earnings are for games won and Rollbit also offers its users a cashback for betting losses, in the time that I was able to use the account I deposited a little more than $14,000 . They disabled my account without prior notice and the communication that I have had with them has been by email in which they tell me that my account has been disabled by kyc and betting abuse, that this appears in their terms and conditions, but I have read them many times and in no article do they specify that there are limits on the number of bets that a player can make.
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9 months ago
Thank you for your reply, dayanacareloca845. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if the players' main focus was sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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