HomeComplaintsRollbit Casino - Player's withdrawal request is delayed.

Rollbit Casino - Player's withdrawal request is delayed.

Amount: 4,879 ₮

Rollbit Casino
Submitted: 16 Jan 2025
Case opened Current status

Waiting for player to reply

6d 9h 56m 45s

Case summary

The player from Austria experiences ongoing withdrawal issues with Rollbit Casino despite being verified and not using any bonuses. He receives repeated requests to list other accounts, which he claims do not exist, and has been unable to access his balance for several months.

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Translation

Hello everyone, I have a withdrawal problem with Rollbit Casino. They won't let me withdraw my balance even though I'm verified and haven't taken a bonus. I actually wanted to get myself under control this year and stop playing the slot machine, but then I gave in again today.


I point out the problem that I cannot pay out and I always get a strange answer, again today as follows.


Hey there,

Please list all of your other accounts that you have on here.

Lex

Rollbit (16.01.2025 - 12:09) that will probably happen 3 or 4 times now.


I can't do anything with it. I also wrote that in the live chat and that I don't have any other accounts. There was no response. I only have one profile and my wife is the only other person in my household, but she is strictly against me continuing to play and she definitely doesn't have an account with Rollbit. She also suggested that I invest the money sensibly in the family instead of gambling it away... Which is right. Although I do have some credit... The whole thing has been dragging on for a few months now and it seems as if I don't want to withdraw at all but I just can't...


I don't know what I can do to get my account released for withdrawal? Or can you please help me?


I am attaching the error message

Best regards


Marcel L***

Automatic translation:
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Hello Marcel2025,

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 is your account fully verified?
  • Did the casino accused you breaching any terms?
  • Did you ever process a withdrawal from the casino in the past?
  • When was the last time you spoke to the casino and what was it about?


Looking forward to your answer.

Regards,

Nick

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Translation

Hello Nick thanks for your feedback.


I've probably been verified for about half a year.


There is no accusation or anything like that, just that I should share a list with my other accounts. Whatever that means.


I have not made or received any withdrawals. I only tried to make a small withdrawal once last year, but it didn't work. I thought it was probably just a technical error.


The last time I had it was on January 16, 2025 and they wanted this list again. I gave them my email usernames and listed them. No further response.


Best regards


Marcel

Automatic translation:
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Hello Marcel2025,

Would it be possible to forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

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Translation

Hello Nick 🙂 I just sent you an email.


greeting back


Marcel

Automatic translation:
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Thank you Marcel2025 for the information provided. To gather further evidence from the casino, I will be now forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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Hello Marcel2025,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I understand that you've reached out to the casino team through live chat, and they asked you to provide details about any other accounts you might have. You indicated that you don’t have any additional accounts. This is fine, however, could you please clarify why you haven't yet emailed the relevant team at complaints@rollbit.com? Following this standard procedure might have already helped resolve the situation. I have easily found this information in the casinos terms and conditions.

file

I will contact the casino to shed more light on the matter.

We would like to invite Rollbit Casino to join the conversation.


Dear Rollbit Casino,  

I would appreciate your clarification regarding the inquiry made to the player about other accounts, despite their assertion of having only one account with your casino. If there are concerns regarding multiple or duplicate accounts associated with this player, I kindly request that you send any relevant evidence of this to me at michal.k@casino.guru.

Thank you in advance.

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Dear Marcel2025,

Have you contacted the relevant team at complaints@rollbit.com? If so, what was their response?

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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.

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Translation

Hello Michael, I also wrote via email and the same thing happened.


"Hey there,

Please list all of your other accounts that you have on here.

Lex

Rollbit" (16.01.25)


I sent Rollbit my only data on the same day and since then I have been ignored.


Of the I didn't know anything about the email until now. I only wrote in the chat and to the email address that was stored there.. Thanks in any case for your efforts


greeting


Marcel

Automatic translation:
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Dear Marcel2025,

So have you sent an email to complaints@rollbit.com or was the response only from the livechat?

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Hi there,


We would ask the player to please contact us via our complaints@rollbit.com inbox to allow us to verify we are speaking with the true account holder.


Many thanks

Rollbit Legal & Compliance Team

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Dear Marcel2025,

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.

Marcel2025 has 6d 9h 56m 45s to reply

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