Rollbit Casino - El retiro del jugador se retrasa debido a consultas innecesarias en la cuenta.

They asked me to pass KYC. I sent all the documents, they accepted them. But now they ask me to report other accounts that I allegedly own. But I don’t have them! I always had one account, I never created others. I wrote complaints to them by email. No one answers me. They just won't give me my money back. It's terrible. My login: Elninohp

Dear Elninohp,

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.

• Do I understand correctly that the casino accused you of opening multiple accounts?
• Could you please advise if you passed verification?
• Did you accumulate 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,

Kristina

I would like to answer the above questions:

- Yes, they accused me of opening multiple accounts without any basis, forcing me to list other accounts for support (unfounded coercion)

- I have verified myself at 3 levels, at level 4 they rejected the documents I provided to avoid me being able to withdraw money

- I did not receive any Promotions

Thank you!

Thank you very much for your reply, Elninohp. 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 forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I only use VPN to access the website, that could also be the reason they gave for duplicate IP address, but they did not cooperate to handle the problem, they just imposed on me and did not resolve it.

I checked the General T&Cs and I found this:

13.3.The attempt to manipulate Your real location through the use of VPN, proxy, or similar services or through the provision of incorrect or misleading information about Your place of residence, with the intent to circumvent geo-blocking or jurisdiction restrictions, constitutes a breach of this Agreement.

Can you please clarify why you used a VPN? Which country are you from, and which country was your VPN set to?

I use 1.1.1.1 app, the reason I use it is because I can't access the website, I'm from Vietnam, and I don't fake my geographical location to any other country

Do I understand correctly that your VPN was set to Vietnam? Can you please describe the issue with accessing the website without the VPN? Do you see any error messages or pop-ups? Please post a screenshot here in this thread.

I'm from Vietnam, but I can't access Rollbit's website if I don't use VPN (the image I attached shows that)

Thank you very much, Elninohp, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Thank you!

Hello there,

Thank you Elninohp 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Thank Peter. I will cooperate and provide any evidence required.

Hi Elninohp,

We can see that this is a live case within our inbox.

We have located the response you sent on 12th March in response to our request of the same date.

It would appear that we received two email from your address immediately after one another which has resulted in these messages being marked as spam.

We have since located them and have sent the info provided to be verified against what we have held on account. If there are no discrepancies, we will undertake the review of the account history.

Apologies this went un-detected. We will revert to you via email with any updates.

Thanks

Rollbit Compliance Team

I am so tired of your support system, I need to be dealt with, please seriously support my problem

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 Elninohp,

I hope you're doing well.

I wanted to let you know that Peter, who has been handling your case, is currently on vacation. Since he has the most in-depth knowledge of your situation and direct contact with the casino, I’ve extended the timeline by 7 days to ensure you receive the best possible support.

I truly appreciate your patience and understanding during this time. As soon as Peter is back, he’ll be in touch with you right away.

Thank you again for bearing with us.

Thanks. I will wait for Peter's response.

Dear Elninohp, as the casino has not responded to the complaint, we are forced to close the complaint as unresolved. 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. I am sorry I could not be of more help on this occasion.

Best regards,

Peter