Rollbit Casino - Výběry hráčů jsou zpožděny.

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.

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

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

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.

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

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.  

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.

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

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.

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

Thank you for the update, Blakstieninis.

Dear Rollbit Casino,

I look forward to your clarification of the situation.

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 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

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?

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

Dear Blakstieninis,

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.

Hello,Michal. What information you need from me now in particular? As i understood rollbit are performing some kind of investigation or just intentionally delaying it. As per my request they responded that no action is needed from me now. It takes long time for them... but if i can help in any way at this moment,let me know.

Dear Blakstieninis,

Yes, you did provide us with the details of your case, but in order for the relevant casino team to thoroughly review your account, it was necessary for you to send an email to complaints@rollbit.com from the registered email address associated with your Rollbit Casino account. This step has been completed, and the appropriate team is now examining your situation closely. I am currently waiting for additional updates from them. At this time, no further information is required from you. I hope to see progress regarding your case soon.

Dear Rollbit Legal & Compliance Team,

Can you please provide us with any updates regarding the progress of the review of the player’s case?

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 Blakstieninis,

I hope this message finds you well. I wanted to inquire if you have received any updates from the casino team regarding your situation, or if it has been successfully resolved.

Hi, no they ignored my emails and withdrawal function says: Functionality is temporarily restricted for this account

Seems like they decided to ignore everyone and just take the money for themselves. Without any explanation or reason.

Dear Blakstieninis,

Thank you for the update.

I have reached out to the casino team once again for an update and to see if we can find a way to resolve your complaint.

I will extend the timer for 3 additional days. Should there be no response from the casino or a reasonable development, I will be closing this case as unresolved, which will have a negative effect on the casino rating.

Seems like they do not care much about the rating. Taking my deposits and winnings as real scammers would do. They should have worst rating possible as such cases reveal their business entirelly. Any other steps i can take at this moment?

Dear Blakstieninis,

Despite my repeated attempts to reach out to the casino representative, I have not received a satisfactory response from them as to why your winnings have not been disbursed to you. Additionally, they have not provided any evidence related to the alleged rule violations they mentioned to us earlier, nor has the casino team 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 know this isn't the resolution you were hoping for, but perhaps the negative impact of unresolved complaints on their rating will encourage the casino to reconsider their stance.

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