Rollbit Casino - アカウントの問題により、プレイヤーの引き出しが遅れています。

My first time ever using the website, i was able to turn some profit, verified the account and when i try to withdraw it says that functionality is disabled for my account. Upon contacting customer support im being accused of using multiple accounts and they keep sending me copy pasted messages that i am required to disclose other accounts that i am using or previously used when i have none.

Dear leffmedved,

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?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Did you use a VPN?

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,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Dominika,

No nobody else in my household uses gambling websites and i didn’t have any visitors

Yes I have passed the kyc verification up to level 3 on the website

No bonuses were used

And no i haven’t used any vpns

Dear leffmedved, are you able to access your casino account?

Did you play casino games or bet on sports?

Are you absolutely sure that you did not use a VPN while accessing the casino at any point? Sometimes, using a VPN can trigger security alerts on the casino's side, and in some cases, it may lead them to believe that a player is operating multiple accounts.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

hi Dominika, yes i am able to access my casino account.

Ive only bet on sports and yes i am absolutely sure that i haven’t used any vpns. I almost never use vpn

Thank you very much, leffmedved, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 leffmedved,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Rollbit Casino representative to join this conversation and participate in resolving this complaint.

Dear Rollbit Casino,

Could you comment on this?

Thank you in advance for providing the information.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, The casino's license does not have any customer complaint services but you can still try to contact them via this e-mail: info@gcb.cw. Please let me know if you need help with anything regarding the case or if the casino will try to contact you (stefan.m@casino.guru). I am sorry I could not be of more help.

Best regards,

Stefan, Casino Guru