Rollbit Casino - プレイヤーのアカウントは凍結されました。

I am filing this complaint because Rollbit.com has frozen my entire account (sportsbook, casino, and withdrawals) and is stalling my verification process.

My account details: Email: [removed by Casino.Guru admin]

Username: polila

Timeline of events:

I logged into my account using my girlfriend's laptop instead of my usual device. I am the sole owner of my account and have never operated any others.

Rollbit subsequently disabled my sportsbook, casino, and withdrawal capabilities.

On March 19, I emailed compliance explaining the device change and confirmed I had submitted my standard KYC documents.

On March 23, Rollbit responded, asking me to submit a formal complaint to complaints@rollbit.com and confirm my willingness to complete a video KYC via GetID.

On March 24, I sent the requested formal complaint, explicitly confirming I am ready to complete the video KYC immediately to unlock my funds.

I have received zero acknowledgment or instructions on how to proceed with the video KYC.

I have cooperated fully and offered all requested verification. I am requesting mediation to have Rollbit initiate the video KYC so my withdrawal capabilities can be restored immediately.

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.

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• 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?
• Could you please share with me your communication with the casino regarding the reasons for the block? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I’d like to emphasize that we received many complaints about various issues from this specific gambling establishment. Regardless of the many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear billy416,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru