Rollbit Casino - El reintegro del jugador se ha retrasado.

Hello,

my account was limited when i asked for withdrawal, they asked for verification, i did it all, then they asked me if i own any other account on their network i said no, and they send me compliance mail. They asked for my data and asked am i willing to get video call with them. I said my english is bad but i am in for it. Later they send this kind of 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 and external reporting obligations for AML.

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 (legal@rollbit.com) can accept legal service if you wish to escalate this via legal representation.

Sincerely,

Rollbit Legal & Compliance Team

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 laza2003,

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

Dear laza2003,

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.

Dear laza2003,

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.

Hi Karla,

For some reason, mail from casino guru goes into spam. No, they didnt pay me and aslo blocked ip for both of my devices. I can not aproach the site.

Dear laza2003,

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 20+ 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 casino's overall rating. 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, we have no other choice since it seems to be a common practice for Rollbit Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our 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 resolving 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. 

The casino can reopen this complaint anytime.

Karla