HomeComplaintsRollbit Casino - Player’s withdrawals are delayed.

Rollbit Casino - Player’s withdrawals are delayed.

Amount: $11,000

Rollbit Casino
Submitted: 15 Jan 2025
Case opened Current status

Waiting for player to reply

3d 6h 35m 28s

Case summary

The player from Lithuania faces withdrawal issues after successfully verifying their account. Following a withdrawal request, the casino requests a list of Rollbit accounts, despite the player only having one, leading to a breakdown in communication and blocked withdrawals.

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I have been playing casino and sportsbook. Suddenly, after withdrawal request and succesfull account verification, they have asked for list of my accounts at Rollbit,although i have only one. I do not understand the reasoning and accusation, as i never had any other rollbit accounts and explained this to support. Since then, they cut all contact with me. Accusasions are false and they do not explain their actions. Withdrawlas are blocked. Please help.

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Dear Blakstieninis,

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?
  • Did you pass the verification before you lost access to the account?
  • 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

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Thanks for your reply.

1.No

2. I still have access to account, but cant play or withdraw. It is verified level2 (ID). Support havent asked for more verification yet.

3. No active bonus. Deposits, winnings and some rakeback (as they offer this incentive from player turnover).


Regards

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Thank you very much for your reply, Blakstieninis. 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.

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Kristina, i have forwarded email conversation to your email,have you received it?

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Thank you very much, Blakstieninis, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

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Hello Blakstieninis,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and 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. The player has reportedly completed the level 2 verification; could you explain why no further verification steps were taken for them to successfully complete the KYC process? 

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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Hi there,


Firstly, i would note that this is not an email address we can locate via our legal, complaints or compliance inboxes so we assume that this is the first time the issue has been brought up (other than the initial communication with our support team).


As we cant verify the authenticity of the account holder on a public forum, can you please ask the user to contact us on complaints@rollbit.com which will enable us to complete this initial requirement and internally request the information available on the account.


Thanks

Rollbit Legal & Compliance Team

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Dear Blakstieninis,  

Kindly contact the relevant team at the casino by emailing complaints@rollbit.com from the email address you registered with at Rollbit Casino. In your message, please clarify the situation regarding the alleged multiple accounts. If you believe you have only created a single account, do mention this and ask for all pertinent information regarding your account. The casino team should provide you with all information and evidence related to your account.

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I just sent them an email explaining the situation again. Thanks

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Thank you for the update, Blakstieninis.


Dear Rollbit Casino,

I look forward to your clarification of the situation.

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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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Hi there,


We can confirm that we have received an email from the player (14-02-2025) to our complaints inbox and have requested the account history based on the information which has been provided to be made available to us to enable us to undertake our review.


Thanks

Rollbit Legal & Compliance Team

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What does that mean? Can you put it more clearly? I have provided all information you asked and agreed to any verification you may need. You need anything more?

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Hi there,


For the security of our players accounts, and to maintain compliance with our own policies regarding player privacy and protection, we are unauthorised to access the account history and detailed information until we have first verified that it is the registered account holder who has instigated the complaint.


We have received this initial information from you and have now submitted a request for access to the associated account information. If no further flags are raised based on the information you have provided, we will commence our review. If any of the information provided differs from that which we have on record, we will request additional verification before proceeding. This is usually a very quick, but essential process.


We do not need anything further from you at this time.


Thanks

Rollbit Legal & Compliance Team

Blakstieninis has 3d 6h 35m 28s to reply

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