The player from Norway had won $14,800 at Rollbit but couldn't withdraw his winnings due to the casino's accusations of him having multiple accounts, which he denied. After a successful verification process, the casino still refused to grant access to his funds and halted further discussions. The player insisted that no one else from his household or using the same IP address had created an account at this casino. Despite our efforts to mediate the situation, the casino failed to provide evidence of the alleged multiple accounts. The player confirmed that his winnings were solely from sports betting. As our team lacked sufficient insight into sports betting and potential multiple-account strategies associated with it, we were unable to interpret the casino's results of the investigation and judge the case fairly. Therefore, we had to close the complaint.
Rollbit Casino - Player's withdrawal restricted due to accusations of multiple accounts.
Amount: $14,800
Rollbit Casino
Safety Index:Below averageOther
REJECTED
Case summary
I signed up for Rollbit Oct 31, 2023 and made deposit using crypto for roughly 3000$. Luck was on my side and i manged to run my account up to 14800$ betting on various live events that Rollbit offered.
After that i was not able to place any more bets as they seem to have placed limits to my betting account.
Now they want me to verify my account and i agreed, it was a 5 step process with all kind of crazy stuff wich i have never seen before. Even though i did this verification process i was not able to withdraw and receive my money. They say i have more accounts, this is just not true. They are yet to show me any kind of evidence to support their claim and they wont discuss it any further.
I just don't know what to do here as they wont even talk to me anymore. For a casino/bookie with this kind of rating to treat players like this is kind of mind boggling, if you can, PLEASE HELP ME!
Dear Mathiasmmm,
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. 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 clarify if you received any confirmation regarding successful verification?
Have you accumulated 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
There is no chance of same ip or someone else from my hosehold playing on Rollbit.
Yes verification was sucsessful.
I have not claimed or used any bonus on Rollbit.
Thank you very much, Mathiasmmm, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello Mathiasmmm,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Rollbit Casino to join the conversation and participate in the resolution of this complaint.
Dear Rollbit Casino,
Can you please provide more information about the player's supposed use of multiple accounts? Please provide relevant supporting evidence to my email, adam.m@casino.guru.
Kind regards,
Adam
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.
Dear Mathiasmmm,
I received a response from the casino stating that your account has been linked to another account so the verification needs to be completed, and I have asked for more information regarding what is needed in order to do so. I will update you as soon as I have further details, in the meantime please let me know if there have been any developments.
Kind regards,
Adam
Dear Mathiasmmm,
I am currently waiting for evidence of the multiple accounts mentioned by the casino. I will provide further update upon receipt of this.
Kind regards,
Adam
Dear Mathiasmmm,
The casino states that you have more than one account, and states that you need to be honest with them in order to proceed. Can you please confirm if it is possible you have registered more than one account in the casino?
I am still waiting for evidence of this from the casino, but I would like to get your comments on this also.
Kind regards,
Adam
Hello,
Thank you for helping me. Yes so they claim, but i dont have anymore account or accounts. So i cannot help them in any shape or form with this.
Have a great day!
Hello Mathiasmmm,
I have once more explained to the casino that we will need some evidence of the multiple accounts from them in order to proceed with resolving this situation.
I will let you know how they reply.
Kind regards,
Adam
Hello Mathiasmmm,
Can I ask you to confirm how the disputed amount was accumulated? Was it only on Sports bets?
Kind regards,
Adam
Hello Mathiasmmm,
As you have clarified that you have focused solely on sports betting, I am afraid we are unable to help any further with this case.
There are many multiple-account strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us at this time.
Consequently, we will close the complaint, I am sorry we could not be of more help on this occasion.
Kind regards,
Adam
