Rollbit Casino - El retiro del jugador se ha retrasado.

I requested a withdrawal from Rollbit and every time I talk to live chat or email they ask me to list my other accounts. I have verified my account with my ID and proof of address and I have never had another account at Rollbit.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollbit Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account in the casino blocked or is it accessible to you? Can you log in, deposit, and play?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you managed to withdraw from the casino previously?

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.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I am able to log in and play and I can still see the deposit options.

Nobody from my household has an account.

I bet on casino and sports.

I did not get any bonus.

I have not withdrawn before.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), 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 tristanss,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on the matter and to see if I can help somehow.

We would like to invite Rollbit Casino to join the conversation.

Dear Rollbit Casino,

I would appreciate your clarification regarding the inquiry made to the player about other accounts, despite their assertion of having only one account with your casino.

If there are concerns regarding multiple or duplicate accounts associated with this player, I kindly request that you send any relevant evidence of this to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

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 tristanss,

I have tried to contact the casino repeatedly but have had no success. 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.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

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

Best regards,

Michal

Casino Guru