Rollbit Casino - Player's withdrawal is delayed due to unnecessary account inquiries.

They asked me to pass KYC. I sent all the documents, they accepted them. But now they ask me to report other accounts that I allegedly own. But I don’t have them! I always had one account, I never created others. I wrote complaints to them by email. No one answers me. They just won't give me my money back. It's terrible. My login: Elninohp

Dear Elninohp,

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.

• Do I understand correctly that the casino accused you of opening multiple accounts?
• Could you please advise if you passed verification?
• Did you accumulate your winnings with or without an active bonus?

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

I would like to answer the above questions:

- Yes, they accused me of opening multiple accounts without any basis, forcing me to list other accounts for support (unfounded coercion)

- I have verified myself at 3 levels, at level 4 they rejected the documents I provided to avoid me being able to withdraw money

- I did not receive any Promotions

Thank you!

Thank you very much for your reply, Elninohp. Is there any chance that someone from your household or using the same IP address has also created an account at this 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.

I only use VPN to access the website, that could also be the reason they gave for duplicate IP address, but they did not cooperate to handle the problem, they just imposed on me and did not resolve it.

I checked the General T&Cs and I found this:

13.3.The attempt to manipulate Your real location through the use of VPN, proxy, or similar services or through the provision of incorrect or misleading information about Your place of residence, with the intent to circumvent geo-blocking or jurisdiction restrictions, constitutes a breach of this Agreement.

Can you please clarify why you used a VPN? Which country are you from, and which country was your VPN set to?

I use 1.1.1.1 app, the reason I use it is because I can't access the website, I'm from Vietnam, and I don't fake my geographical location to any other country

Do I understand correctly that your VPN was set to Vietnam? Can you please describe the issue with accessing the website without the VPN? Do you see any error messages or pop-ups? Please post a screenshot here in this thread.