Rollbit Casino - Счет игрока закрыт, а выигрыш конфискован.

I have an account with Rollbit and won approximately $2,100, which I wanted to withdraw.

I then had to verify my identity.

I am German and live in a country where gambling with Rollbit is legal.

During verification, I provided my address, but my documents were not accepted because they originated from a country where gambling is prohibited.

My account was then simply blocked. I can prove my address, but unfortunately, Rollbit doesn't care.

My money is gone, and I'm not receiving any response!

I live in belarus.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which country of residence and address you entered in your casino profile?
• Did you register your account while located in Germany or in Belarus?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you kindly specify which documents you provided to the casino to verify your address, and whether these documents match the address details entered in your casino profile?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Could you please specify which country and address you entered in your casino profile? --> Belarus

Did you register your account in Germany or in Belarus? --> I registered it in Belarus using my address there.

Did you use VPN or IP masking software to change your actual location when accessing the casino website? --> No

Could you please specify which documents you submitted to the casino to confirm your address and whether these documents match the address details stored in your casino profile? --> No documents relating to my address. I was asked to upload my ID first, which I did, and then my account was immediately blocked, so I didn't even have the opportunity to verify my address.

Könnten Sie bitte angeben, welches Land und welche Adresse Sie in Ihrem Casino-Profil angegeben haben? --> Belarus

Haben Sie Ihr Konto in Deutschland oder in Belarus registriert? --> Ich habe es in Belarus registriert mit meiner Adresse von dort.

Haben Sie eine VPN- oder IP-Maskierungssoftware verwendet, um Ihren tatsächlichen Standort beim Zugriff auf die Casino-Website zu ändern? --> Nein

Könnten Sie bitte angeben, welche Dokumente Sie dem Casino zur Bestätigung Ihrer Adresse vorgelegt haben und ob diese Dokumente mit den in Ihrem Casino-Profil hinterlegten Adressdaten übereinstimmen? --> Gar keine Dokumente meiner Adresse. Ich sollte erst meinen Ausweis hochladen, das habe ich gemacht und dann wurde direkt mein Konto gesperrt, sodass ich gar nicht die Möglichkeit hatte meine Adresse zu verifizieren.

Have you tried reaching out to the casino customer support and explaining that you are a German citizen living in Belarus?

Please forward me the documents you sent to the casino for verification, along with the communication between you and the casino customer support at [email protected]. Thank you for your cooperation.

I sent you all the data and details, including screenshots, via email.

Sir / Madam,

We have reviewed the account and can confirm that the actions taken to date have been carried out in line with our internal procedures for Breach of Terms of Service and previous Ban Evasion.

We consider the matter closed and you are no longer welcome at Rollbit. Any further attempt to circumnavigate this ban will result in future deposited amounts considered forfeit and registration details being passed to FIU Curacao, GoAML, and any relevant local authorities.

We would note that our legal inbox ([email protected]) can accept legal service if you wish to escalate this via legal representation.

Sincerely,

Rollbit Legal & Compliance Tea

Thank you for the screenshots. However, we also need to review the documents you sent to the casino for the verification of your account, which prove that you are a German citizen living in Belarus. Thank you for your understanding and cooperation.

You are directed to a service that handles the verification. There, I had to select the country my documents came from; since it wasn't possible to select Germany, I couldn't upload any documents.

After that, I contacted support and explained my situation, whereupon my account was blocked.

Man kommt zu einem Service, der die Verifikation übernimmt. Dort musste ich auswählen aus welchem Land meine Dokumente kommen, da es dort nicht möglich war Deutschland auszuwählen, habe ich keine Dokumente hochladen können.

Danach habe ich den Support kontaktiert und mein Sachverhalt geschildert, daraufhin wurde mein Konto gesperrt.

Dear th3bast1an,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation; however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. Sadly, we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Rollbit Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Rollbit Casino. I wish I could be of more help.

I recommend contacting the Curaçao Gaming Authority ([email protected]) and submitting a complaint to them. The Gaming Authority might have more options and tools to help players. You can learn more on how to submit a complaint to the regulator here: https://casinoguru-en.com/submitting-complaints-to-regulators

The casino can reopen this complaint anytime.