Rollbit Casino - プレイヤーのアカウントが制限されました。

I am submitting this complaint regarding my experience with Rollbit.com.

My account was recently restricted without clear explanation. After contacting their support and compliance teams, they accused me of having multiple accounts and stated they had AML (anti-money laundering) concerns. I have consistently denied these accusations, as I have not operated multiple accounts.

Despite my cooperation and willingness to provide verification and any required documentation, they have refused to release my balance of $20,000 USD. I find their handling of this issue unfair and lacking in transparency.

They threatened to escalate this matter to external authorities without providing any valid proof or giving me a fair chance to resolve the issue. I believe their actions violate fair gambling practices and customer rights.

I am asking CasinoGuru to mediate this situation and assist in recovering my funds or ensuring a fair resolution.

Thank you for your attention.

Dear bjornveland16,

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?

Have you used any VPN, proxy, or IP-masking software to alter your true location while accessing the casino website?

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

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

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,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? - No chance.

Have you used any VPN, proxy, or IP-masking software to alter your true location while accessing the casino website? - I have used a proxy as the norwegian authorities has a DNS block on many websites, including Rollbit. I have explained this to Rollbit.

Could you please advise if you have passed the KYC verification? - Yes, I have sent them everything they have asked for.

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

Thank you.

Could you please specify which country you selected to access the casino website, since you have not been able to access it from Norway without using a proxy?

Have you filled out your player's profile correctly, including the information about your country of residence?

The reason why the website is not accessible is not because of the country, but because of the DNS. When I use the proxy the DNS is changed I think, so I have just set it to Norway. I have filled out the profile correctly, my country of residence is Norway and I have sent them proof of address and everything else they have requested.

Thank you very much, bjornveland16, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you bjornveland16 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 why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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 bjornveland16,

I have tried to contact the Rollbit Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter