Rollbit Casino - プレイヤーの出金が遅れている。

I signed up and $154.44 and $437.89 and used sportsbook lost a few bets and then won one. I withdraw $3313.68 and then it asks for KYC up to level 3 and i complete Level 1,2 and 3 and it says account verified.

I expect the withdraw to go through and I speak to live chat who say I have to list other accounts i have had if i am not willing to provide email compliance@rollbit.com

I email them explain no other accounts on my email or verified with my KYC info I have done but they ignore me now and last email they say

''We have reviewed the account and can confirm that the actions taken to date have been carried out in line with our internal procedures and external reporting obligations for AML.

We must note that in circumstances where any AML concerns arise, and we subsequently fail to obtain a valid reason for the concerns raised, our licence conditions obligate us to notify the Curacao FIU, GoAML and any relevant local authorities.

To avoid this escalation, we require you to contact support, and honestly declare any potentially linked or associated accounts.

Once we have received this information, we may be able to resolve the issue, without the need for external escalation.

We would note that our legal inbox (legal@rollbit.com)

can accept legal service if you wish to escalate this yourself via legal representation. Sincerely,''

I have no potentially linked or associated accounts and keep saying this and they do not listen. They don't say where it is linked, no proof!

I see lot of others have same problem and looks like they are doing to keep money and make it hard to withdraw!

Help needed!

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear SnailPace,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear SnailPace,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Withdrawal still pending

No email reply from them since I email them on 12th November below

''Yes I did KYC as requested to verify for AML ok to withdraw

I do not know what linked or associated accounts, I have this only in my email and verify this one

I have looked online and it seems like you try this with genuine customers

I do not have any other multi account like this person in the forum unless you can prove to me on my email that i sign up or my KYC which you cannot

I just want to withdraw my money and carry on play on rollbit ! ''

They hiding behind the linked accounts and I do not have seems like they do this with lots of people

Dear SnailPace, thank you for the provided information. Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here. 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.

Dear SnailPace,

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.

I emailed the transcripts did you get thanks

Dear SnailPace, thank you for your email.

Do you have any updates for us in relation to this complaint? Additionally, could you please attach a screenshot of your current withdrawal?

Thank you in advance for your response.

Best regards,

Attila G.

they have ban me and I can’t log in and check anymore

Dear SnailPace,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. Sadly, we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Rollbit Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Rollbit Casino. I wish I could be of more help.

I recommend contacting the Curaçao Gaming Authority (complaints@cga.cw) and submitting a complaint to them. The Gaming Authority might have more options and tools to help players. You can learn more on how to submit a complaint to the regulator here: https://casinoguru-en.com/submitting-complaints-to-regulators

The casino can reopen this complaint anytime.