Rollbit Casino - El acceso a la cuenta del jugador está restringido.

I have an account on Rollbit and I bet on sports. My account is verified up to level 4. I won some money and withdrew $299 USDT. I received it normally, so I continued playing. I went to log in to the website and when I clicked on sports, the message "Sportsbook is not enabled for this account" appeared. I contacted them and they sent me the following message in the chat: "Please list the other accounts you have on Rollbit."

The website chat just keeps asking me to list other accounts and not answering me anything else. I've been trying to contact them since March 6th but they haven't answered me anything else.

I don't have and never have had any other accounts besides this one. I have a balance of $668 USDT that I won playing sports and now I can't bet or withdraw.

Dear luivieira87,

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?

Have you used any VPN or IP-masking software while accessing the casino website?

Could you please advise if you have passed the KYC 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,

Veronika

Hello, thank you very much for your attention.

Let's go, I use my 4G Internet and also my Wi-Fi, my Wi-Fi Internet comes from a local provider here in a neighboring city. But in my residence there is no chance of someone having created another account.

I have never used a VPN to access Rollbit.

My account is verified up to level 4.

I have always bet without a bonus..

Duplicate message

Thank you very much, luivieira87, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello there,

Thank you luivieira87 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Rollbit Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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 this is a live ticket on our system.

Our Complaints team received first communication from the user on Thursday 20th March 2025.

We responded on Friday 21st March 2025 requesting standard account information to allow us to identify the associated account and noted that we would aim to respond within 20 days of receipt of this information.

The user provided this information on the same day.

We submitted an internal access request on Monday 24th March 2025.

The initial review identified the need for further information from one of our 3rd party providers.

This was requested on Thursday 27th March 2025.

We are currently awaiting receipt of this information.

We will update the user via email from our complaints team when the 3rd party information has been received and the review concluded.

Thanks for your patience,

Rollbit Compliance Team

Hi Peter,

This one should be resolved now.

We have notified the player via email, but please ask them to confirm they have full functionality on their account again and we will close the ticket on our system.

Thanks,

Rollbit Compliance Team

Thank you very much for the update Rollbit Casino representative.

Dear luivieira87, We will keep this complaint open until you confirm your issue has been successfully resolved. Please keep me informed about any further developments.

I would like to thank CasinoGuru and Rollbit. My account was unlocked and my withdrawal was paid. Everything went well.

Thank you very much.

Hello luivieira87,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear luivieira87,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter