Rollbit Casino - El jugador aún no ha recibido las ganancias.

I would like to share my experience with Rollbit Casino, and hopefully someone can advise me on what to do next.

A few weeks ago, I won $22,000 playing only casino games — mainly roulette, blackjack, and slot machines. These winnings were 100% from regular gameplay, not from any kind of betting exploit or suspicious activity. I simply got lucky.

Before this win, I had no issues depositing or withdrawing funds. However, shortly after my big win, my entire account was suddenly blocked. All functions were disabled — I couldn’t deposit, withdraw, or even play. The only message I received was:

"The functionality of this account has been restricted."

Later, Rollbit accused me of having multiple accounts, which is absolutely false. I only have one account, under the username z******. And I also have to mention, I made step 4 verification while other players that play here had only step 2 verification and got their money without any problems

Since then, I have sent four emails to their support team, but received no response at all.

I would really appreciate any help or advice on what steps I can take next. Has anyone experienced something similar with Rollbit?

Thank you in advance.

— z******

Dear zg33,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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.

Dear zg33,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Casino Guru team,

First of all, thank you for your continued assistance with my case – I really appreciate the time and effort you’re putting into trying to help me resolve this issue with Rollbit.

Unfortunately, I still haven’t received any reply from Rollbit’s support team.

I have now sent them three separate emails, and they have completely ignored all of them — including the most recent one, which I sent several days ago.

In the meantime, I also tried logging back into my Rollbit account to check whether there was any change or progress with my withdrawal, but the situation remains exactly the same — my funds are still unavailable, and no update has been provided.

I sincerely hope that they respond soon, and I will continue to cooperate with you and provide any information you may need.

Thank you again for your help and for staying involved in this matter.

Kind regards,

*** *******

**************@gmail.com / *******

Dear zg33,

I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can fully understand the situation.

· 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 confirm if you have passed the KYC verification?

· Could you please share your communication with the casino regarding the multiple accounts? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

Hi!

Let me answer you step-by-step.

· Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

No, no one plays online games or does any gambling activities so this is a 100% no.

· Could you please confirm if you have passed the KYC verification?

Yes, I passed Level 4 verification with providing ID, driving licence, taking a selfie and my phone bill with address on it,

· Could you please share your communication with the casino regarding the multiple accounts? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I just sent it on your email.

I appreciate your help!

Kind regards

Dear zg33, could you please confirm whether you have received a response from the casinos' support team?

No, their last answer was on 30.9.2025 at 14:19 UTC+1..

Dear zg33, thank you for your reply. Please allow me to ask you a few more questions.

• Have you ever played in the casino using a VPN?
• Is the payment method you have used registered in your name?

Thank you very much in advance for your cooperation.

Hi!

No, I didnt use my VPN. If its a problem because I used multiple devices, then this may be, because I signed in from my Iphone, Ipad and PC. It depends if I am on the go, I travel or if I was at home, but I dont think that this is forbidden.

Payment method is registred on my name, it is a Metamask wallet.

Best regards

Dear zg33, do you have any updates for us in relation to this complaint?

Thank you in advance for your reply.

Hi!

I just recieved a message from them, and I will forward it on your mail sou you can see better. Do you have any advice, what to answer and how, because they are demanding same answer that I already answered - that this is my only account. I have a feeling that they are just doing this to delay again. What do you think?

Thanks, kind regards!

Dear zg33,

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 (complaints@cga.cw) 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.