Rollbit Casino - Аккаунт игрока был закрыт.

Hello

My withdrawal od 3189usdc was put on hold, I contacted support regarding this case and after waiting 1 day for an update, they disabled my account and started accusing me of having multiple accounts on their platform, which is false accusation because I only have one single account that is registered in my name and I use it only from my phone and mobile internet. Never registered any other accounts and they do this because they simply trying to avoid paying my winnings that I won without any bonuses. My account is also fully verified.

Dear bgmbomb,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• When exactly did you create your casino account and when was it closed?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Kristina

I use only my personal phone and mobile data, I think I never logged in from any wifi do there is no possibility for anyone else using rollbit from my place.

Sports and casino

I registered account on 2nd June 2025

Hello bgmbomb,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, and I apologize for my late response, bgmbomb. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Adam ([email protected]) 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 bgmbomb,

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 details regarding the player's supposed use of multiple accounts? How are the other accounts linked to the player?

Kind regards,

Adam

Hi there,

The player contacted our complaints inbox on the 20th June and was asked to provide standard information regarding his account so we can progress his complaint and undertake a formal review.

The player has not yet responded to our request and as such, we are unable to begin an investigation into his complaint.

Thank you for your response Rollbit casino.

Can you please clarify what information was requested from the player?

Kind regards,

Adam

Hi Adam,

To confirm my colleagues response on the above, the player contacted our complaints and compliance team via email on Friday 20th June 2025.

In order to verify that we are speaking with the true account holder, and that the email address is not compromised, we request that the use provides confirmation of the following:

1) Users Email address associated with their Rollbit account.

2) Users Rollbit user ID.

3) The users name and address.

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

5) Summary of the issue including supporting evidence where appropriate.

6) The proposed resolution should their complaint be upheld.

This information allows us to validate the user against the records we have for a particular account, and only after this has been completed can the compliance team internally request access to the account history.

If any of the information provided contradicts that which we have on file, we can utilise live video KYC to validate the user.

This request was sent to the User on Monday 24th June 25 and to date, we have received no response. As such, the complaint is sitting in our system as 'Awaiting Information From User' and we would note that we are prohibited from engaging with 3rd party sites about specific cases until our own complaints process has concluded (especially when the User validation has not taken place.)

Please encourage the user to respond to our initial email request to enable us to advance this review.

Rollbit Complaints & Compliance Team

Many thanks for the clarification, Rollbit Team.

Dear bgmbomb,

Are you able to provide the casino with the requested information?

Kind regards,

Adam

Hello

I replied to this mail today.

Also my account is fully verified and I did live verification before

Hello bgmbomb,

Thanks for the update.

Dear Rollbit Casino,

Has everything now been provided?

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.

Hi there,

We can confirm that the information requested has been provided and as noted in the original email;

"Our Complaints Handling Process will formally log your complaint on receipt of the above, after which we aim to respond within 20 business days."

As such this is a live ticket on our system and we would be prohibited from discussing it further via 3rd party site until that process has concluded.

Thanks

Rollbit Complaints & Compliance Team

Hello Rollbit Casino,

Thank you for the update.

Dear bgmbomb,

The casino will not cooperate with us until you complete their internal complaint process. Consequently, we will extend the timer for a further 14 days. By then, you should have received a response from the casino, and we can proceed as may be necessary.

Please keep us updated in the meantime.

Kind regards,

Adam

Dear bgmbomb,

Can I ask you if there has been any further response from the casino regarding this situation?

Kind regards,

Adam

Hello Adam

I did not receive any reply from casino so far.

Dear Rollbit Casino,

Can you please provide an update on the situation?

Kind regards,

Adam

I think today 20 business days have passed since I sent an e-mail and still no reply

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 bgmbomb,

We have received no further update from the casino. I’m afraid there is not much that can be achieved without cooperation from their side.

I will mark the 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 might 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.

This casino operates with a license granted by the Curacao Gaming Control Board. This regulator states that they do not resolve individual disputes between players and gaming operators, but if you do wish to contact them, you can do so here https://www.gamingcontrolcuracao.org/contact.

Please let me know how they respond ([email protected]).

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

Kind regards,

Adam