Rollbit Casino - Player's withdrawal request is delayed.

Hallo zusammen, ich habe mit dem Rollbit Casino ein Auszahlungsproblem. Sie lassen mich mein Guthaben nicht auszahlen obwohl ich verifiziert bin und kein Bonus genommen habe. Ich wollte mich eigentlich selbst im Griff bekommen dieses Jahr und nicht mehr am Slot drehen aber bin dann wieder heute schwach geworden..

Ich weise sie auf das Problem hin das ich nicht auszahlen kann und ich bekomme immer eine seltsame Antwort, auch heute wieder wie folgt.

Hey there,

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

Lex

Rollbit (16.01.2025 - 12:09) das bestimmt jetzt 3 oder 4 mal.

Ich kann damit nichts anfangen. Ich habe das auch im Livechat geschrieben auch das ich keine weiteren Accounts habe. Darauf kam dann keine Reaktion. Ich habe nur das eine Profil und in meinen Haushalt wäre nur noch meine Frau sie ist aber strikt dagegen das ich weiter spiele sie hat defintiv kein Account bei Rollbit. Sie hat mir auch nahe gelegt das Geld sinnvoll in die Familie zu investieren statt zu verspielen.. Was ja auch richtig ist. Wobei ich mal ein Guthaben besitze.. Das ganze zieht sich jetzt auch schon seid einigen Monaten und es wirkt so als wollte ich gar nicht auszahlen aber ich kann nur nicht..

Ich weiß nicht was ich machen kann das hier mein Account zur Auszahlung freigegeben wird ? Oder könnt ihr mir da bitte helfen ?

Ich hänge euch die Fehlermeldung als Anhang ran

Mit freundlichen Grüßen

Marcel L***

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

Hallo Nick danke für deine Rückmeldung.

Verifiziert bin ich bestimmt schon seid ca. 1/2 Jahr.

Es besteht kein Vorwurf oder dergleichen nur das ich halt eine Liste mit meinen anderen Accounts teilen soll. Was das immer bedeuten mag.

Ich habe keine Auszahlung vorgenommen oder erhalten. Ich hatte nur im letzten Jahr schon einmal versucht eine kleinere Auszahlung vorzunehmen ging nicht. Dort dachte ich mir nur technischer Fehler vllt.

Das letzte mal hatte ich am 16.01.25 da wollten sie wieder diese Liste ich habe ihnen dann meine Email Nutzernamen genannt bzw. aufgelistet. darauf keine weitere Reaktion..

Beste Grüße

Marcel

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

Hallo Nick 🙂 Ich habe dir gerade eine Email geschickt.

Gruß zurück

Marcel

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

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.

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.

Dear Marcel2025,

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

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.

Hallo Michael ich hatte auch via email geschrieben da kam auch das gleiche..

"Hey there,

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

Lex

Rollbit" (16.01.25)

Ich hatte Rollbit am gleichen Tag dann meine einzigen Daten geschickt seitdem werde ich ignoriert..

Von der complaints@rollbit.com  mail wusste ich bis dato nichts. Ich hatte nur im Chat und die Email die dort hinterlegt war angeschrieben.. Danke aufjedenfall für deinen Einsatz

Gruß

Marcel

Dear Marcel2025,

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

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

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.

Hallo nein ich hatte noch nicht an die  complaints@rollbit.com eine Nachricht erhalten oder geschrieben das werde ich jetzt aber tun. Wusste auch nicht das ich das machen soll bis jetzt.

Dear Marcel2025,

I understand, not a problem. It is always advisable to check the casino rules and first go through the casino's standard resolution process. A lot of issues can be resolved right away this way. If you find that your issue isn't being addressed to your satisfaction, you can certainly explore additional options like reaching out to us for example. As I mentioned earlier, the "standard" procedure is clearly outlined in the casino's terms and conditions.

Anyway, I will wait for an update from you if our assistance is still necessary.

Hallo Marcel,

gestern hatte ich nach 4 Tagen dann diese Email von Rollbit drin.

We acknowledge receipt of your email dated 21st February 2025.

If you would like to formally complain, please provide the following:

Email address associated with your Rollbit account.

Rollbit user ID.

Your name and address.

Confirmation that you are willing to video KYC (via our third-party KYC provider, GetID) should this be required during the complaints procedure.

Summary of the issue including supporting evidence where appropriate.

Your proposed resolution should your complaint be upheld.

Our Complaints Handling Process will formally log your complaint on receipt of the above, after which we aim to respond within 20 business days. Please ensure our complaints inbox (complaints@rollbit.com) is included in any further communications.

Sincerely

Rollbit Legal and Compliance Team

Ich hatte denen dann schon vorab das Problem geschildert das ich nicht auszahlen kann.

Mir kommt es so vor das sie nicht auszahlen wollen, zumindest diese absichtlich massiv verzögern, damit ich weiter mein Geld verliere, dass muss ich ganz klar so sagen jetzt.

Dear Marcel2025,

I appreciate your update. I recommend adhering to the steps outlined in the email so that the relevant team can look into the matter more thoroughly. The casino team has the right to choose such an approach when there are concerns regarding your account. It's quite possible that the investigation will reveal no problems, allowing the casino team to move forward with your withdrawal afterwards. Keep me updated about the progress, please.

Hallo Michal, ich hatte die Schritte gleich befolgt gehabt.

Dear Marcel2025,

Thank you for the update.

Dear Rollbit team,

I await your update following your assessment of the situation. I remain hopeful that a favourable resolution can be achieved.

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.

Hi there,

We have a note on the account that this is currently being dealt with and the user will be updated via support.

Thanks

Rollbit Compliance Team

Hallo zusammen, vorweg ich habe heute erst in meinen Emailpostfach geschaut weil es mir nicht gut ging.

am Freitag hatte ich diese Email von Rollbit drin

07.03.2025 - 18:18

Hello,

​

Please withdraw your balance on Rollbit.

Failure to withdraw your balance within the following 24 hours will result in your account being locked until you're ready to do so.

Thanks,

The Rollbit Support Team

Joosy

Rollbit

Gestern hatte ich dann diese Email drin

08.03.2025 - 18:20

Hello,

Your account will now be locked as you have failed to cooperate by withdrawing your balance.

Feel free to reach out once you are ready to do so.

Best regards,

The Rollbit Support Team

Joosy

Rollbit

Ich finde das überhaupt keinen Umgang das Zeitfenster ist ja mehr wie unzumutbar.

Der Account ist jetzt gesperrt worden. Sowas ist doch nicht normal.

Ich habe jetzt eine Zahlungsadresse übermitteln und aufgefordert das restliche Guthaben auszuzahlen.

Sie haben dann auch schnell geantwortet und auch mein Account wieder geöffnet damit ich das Guthaben auszahlen kann. Nur haben sie mir jetzt mir nur noch 1294 usdt drin stehen lassen. Also rund 4000 USDT einbehalten mit der Begründung

Please withdraw your balance. This is your initial deposit and will bring you to all deposited funds being returned.

Any profit is forfeit due to playing from a restricted region.

Ich konnte mich damals ganz normal anmelden und auch ganz normal spielen. Ich halte das nicht für Seriös könnte ihr mir da helfen ?

Bisher ging auch die Auszahlung nicht erhalte weiterhin die Fehlermeldung das mein Account nicht auszahlen kann.

hier habe ich zu diese Antwort bekommen. I've passed this to my colleague who can assist resolve this error. As soon as it has been resolved we will let you know here.

Thanks.

Montie

Rollbit

Rollbit hat nur 1,293.87 usdt ausgezahlt und mein restliches strittiges Guthaben mit folgender Begründung einbehalten.

Thanks for withdrawing,

Your Rollbit account has been permanently disabled as you are accessing our services from a restricted region.

​

Please read the following information as it pertains to your ban today:

- You are, as of now, no longer permitted on Rollbit.com.

- We've made it as difficult as possible for you to return to Rollbit but if those measures are circumvented, any accounts will be closed without warning and balances forfeit.

- Rollbit will not be held liable for any losses or damages that occurred as a result of circumventing any ban or geographical restrictions.

​

We hope to be available in more regions in the future and to possibly welcome you back.

​

Thank you for understanding.

​

Kind Regards,

Michael

The Rollbit.com Support Team

Michael

Rollbit

Hierzu muss ich sagen ich habe mich ganz normal zur jeder zeit angemeldet. Auch bei der Registrierung damals ganz normal angemeldet. Ich habe hier nichts umgangen. Das ist für mich ein Versuch mich um meinen Gewinn zu bringen. Da sind noch über 3700 usdt offen. Ich bitte hier um Hilfe zur Klärung Das ist hier für mich Betrug.

Dear Marcel2025,

The development of the situation is indeed surprising.

While I can see that Austria is indeed listed under the restricted countries in the casino's terms and conditions, I'm not sure if this list was active at the time you registered and acquired your winnings.

I will check this with the casino team.

Dear Rollbit Casino,

Please provide me evidence of when is Austria listed under the restricted countries at michal.k@casino.guru

If the player has accessed your webpage without restrictions, completed registration with accurate information, made a real money deposit, and achieved a win in accordance with the established rules, they are entitled to receive their full winnings.

If there are any other valid reasons that might justify your decision, please forward them to me as well.

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.

Hallo zusammen, ich möchte falls wir keine Einigung finden sollten was nur richtig wäre, diesen Fall mitunter aber nicht ausschließlich an den Lizenzgeber geben. Gibt es hierfür eine Anleitung ?

Servus

Dear Marcel2025,

Despite my repeated attempts to reach out to the casino representative, I have not received a satisfactory response from them since when is Austria listed under the restricted countries.

As I mentioned previously, if a player has accessed the casino webpage without restrictions, completed registration with accurate information, made a real money deposit, and achieved a win in accordance with the established rules, they are entitled to receive their full winnings. The casino team has not provided any evidence related to the alleged rule violations they mentioned to us earlier, nor have they expressed any willingness to work towards a resolution for your case. Without the casino's cooperation, there is little more we can do at this point. I will have to mark your 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 could 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.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru