Rollbit Casino - プレイヤーの撤退は制限されています。

hello!I haved registered in Rollbit one month ago and made first deposit at 3 of June!i made bets on football only and played in casino roullete a little !my total deposits amount is 611 usd,my total withdrawals amount is 420 usd!and in my balance is 435 usd now.My account was verified yesterday but i cant withdrawal-its appear the message that function is temporary restricted!i wrote to chat support about this issue yestraday and they replied today -"Thanks for your patience here. Can you please list the other accounts that you've had on Rollbit?"i have only one accout on Rollbit,i saw them on cryptocasinos rating one month ago and decided to register and when i have profit on balance they asked me too strange question-my opinion they looking for a reason not to pay.plese to help in this situation!i send photos of my account also.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Rollbit Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• 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 accumulated your winnings with or without an active bonus? 
• Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I sent the message by email now.

Di you receuve my message by email?

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Rollbit Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Sincerely,

Katarina

Why are they not in black list if they dont pay to customers and ignore the complaints?!

Hello forzaroma82,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Rollbit Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why is user's withdrawal feature blocked? Also, are there any suspicions of the user having multiple accounts? If so, please send evidence of this to [email protected]

Thank you in advance for providing us with your view of the issue.

Hey there,

Couple of points we would like to address here.

Firstly the statement;

"However, I would like to warn you that it seems to be a common practice of Rollbit Casino to ignore us completely in our attempts to mediate any kind of issue."

We have a complaints process. As an unrelated 3rd party, Casino.Guru are not part of that process, have no way to verify the user as legitimate, have no contractual obligations or agreements as to how user information is processed or handled, have similarly, no contractual obligations to Rollbit on how 'evidence' obtained from our detection systems, if provided, would be used or distributed and as such, Rollbit cannot engage with 3rd party sites nor entertain the forwarding of this information as this would leave us with no legal route to remedy or recourse for its misuse; no contractual obligation, no breach, no remedy.

The first step of our complaints process is to verify the user as genuine, and ensure that the account in question has not been compromised or sold.

We have provided detailed emails to Casino.guru in the past highlighting these concerns and while we appreciate your position, our compliance and security teams concerns will always be respected as a priority over any potential kangaroo court. Please refer to our previous email as a point of reference.

Equally important, we are prohibited from commenting on potential or live cases via 3rd party sites until that process has concluded so therefore our 'common practice of ignoring' Casino.guru is not due to any nefarious reasons or mismanagement of cases from our end.

Secondly, we have no record of any contact in our complaints or compliance inbox from the account above. Therefore we have yet to verify the user or commence any review of the account activity. Our support team will be communicating the recorded flags on the account. If a complaint is raised, our compliance team will then carry out a further review and inform the user of that decision. To date, our records show this has not happened.

Please advise the user to contact us via our [email protected] email and we can then verify this a genuine account holder and open a ticket.

Regards

Rollbit Compliance Team

i have wrote to [email protected] just now.to check please

Dear parties,

thank you both for your responses and involvement in the mediation of this matter. Please keep us updated on any new developments.

POTENTIAL COMPLAINT

We acknowledge receipt of your email of 30th July 2025.

If you would like to formally complain, please provide the following:

Email address associated with your Rollbit account. -

Rollbit user ID. -

Your name and address.

Confirmation that you are willing to video KYC (via our third-party KYC provider, GetID) should this be required during the complaints procedure.

Summary of the issue including supporting evidence where appropriate.

Your proposed resolution should your complaint be upheld.

Our Complaints Handling Process will formally log your complaint on receipt of the above, after which we aim to respond within 20 business days. Please ensure our complaints inbox ([email protected]) is included in any further communications.

Sincerely

Rollbit Legal and Compliance Team

i have replied by tis message.Their respond to 20 business days too long

Dear forzaroma82,

thank you for keeping us informed. For now, I would like to ask you to go ahead and provide the requested details to the casino as soon as possible (if you haven't already, sorry if I misunderstood your message), so they can proceed with the review.

While we acknowledge their position regarding third-party mediation, we will continue to monitor the situation closely and expect timely progress. We will try to avoid any unnecessary delays, if the process becomes unreasonably prolonged, we will reassess the complaint accordingly.

Dear casino representative,

please keep us updated on the complaint's status.

i sent all required details to they in message

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 forzaroma82,

we are extending the timer again, as we will now explore some other ways to re-establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear parties,

I would like to update the thread with the information we have received from the player.

At the time of writing this message, the casino claims the player has created multiple accounts. However, to our knowledge, the casino has not supplied the player with evidence regarding this, instead, they are requesting the player to confirm, which exact alternate accounts he has created.

Since the player claims he has not created such alternate accounts, we simply believe the casino should be the one to offer the evidence which could explain its position in more detail.

Dear casino representative,

can you please tell us more information from your point of view?

Dear forzaroma82, 

I am sorry to confirm that since we haven’t received any additional response from the casino regarding the issue, we simply cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’. Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Based on the information you've provided, we also cannot agree with the approach the casino has taken. Asking a player to prove they hold multiple accounts, instead of presenting evidence of such a violation themselves, does not appear fair or transparent.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Sorry again I could not be of more help

Martin