The player from Quebec faced issues after winnings, as the casino claimed he had not submitted the correct source of funds documents, despite having completed all KYC levels. The Complaints Team extended the response time for her to provide the necessary documentation but ultimately rejected the complaint due to insufficient evidence from her side. The casino remained open to reconsidering the complaint if the required documents were submitted.
Rollbit Casino - Player’s winnings have been confiscated.
Amount: 54 ◎
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
Insufficient evidence from player
REJECTED
Case summary
2 weeks ago
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1 month ago
They have robbed me for 7500USD.
I deposited and bet on major tennis match it was a parlay from, won the bet.
I did all the levels of KYC and they were all accepted but they are claiming that I am not submitting a correct source of funds which makes no sense at all. They are even giving me deadlines such as 1p business days to submit a correct source of funds or they will consider the matter closed. Like WTF. It was a crypto Deposit vis SOLANA
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1 month ago
Dear sizeisnotsize,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollbit Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly that the casino blocked your account due to the failed verification?
- Did the casino offer guidance on which source of funds documents are accepted?
- Could you please specify which source of funds documents you submitted to the casino?
- Could you please share your communication with the casino related to the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,
Tomas
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1 month ago
I rather keep it confidential and not for the public to see. Is there somewhere I can email you privately and i pay some sort of % when funds are recovered?
I can email tomas@casino.guru to further discuss.
Thanks for your help I appreciate it a lot
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1 month ago
Thanks for your reply. You can email me the details to my address at tomas@casino.guru
I'll wait for your reply.
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4 weeks ago
Dear sizeisnotsize,
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.
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2 weeks ago
Dear sizeisnotsize,
despite assurances from the player communicated via email, no documentation for review was sent. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
If you find the time to send the information, we'll review it and consider reopening the complaint for further assistance. The complaint will be closed in the meantime under 'insufficient evidence from the player' status.
