Rollbit Casino - プレイヤーのアカウントは閉鎖されました。

I'm having an issue with Rollbit Casino. On July 17th, they arbitrarily decided to close my gaming account which held an approximate balance of $10,000. They did this after requesting a great deal of information from me, all of which I provided correctly and in a timely manner. Among the details they asked for, they requested KYC verification, which was successfully conducted. They also asked for the origin of the funds I deposited into the account, amounting to approximately $14,000. I provided this information as well. They even asked me to share my screen during a video call to showcase my gaming account and my exchange account, to verify that the funds were indeed transferred from my account. Their response was that my account would be permanently blocked and I would lose my funds. I urgently need assistance - these funds represent my life's savings and I've received no response from them whatsoever.

tengo un problema con la casa Rollbit, el dia 17 de julio optaron arbitrariamente por cerrar mi cuenta de juego con un saldo aproximado a 10.000 dolares, esto lo hicieron despues de solicitarme mucha informacion la cual les brinde de manera correcta y oportuna. Entre la informacion que me solicitaron me pedian verificacion KYC la cual se realizo satisfactoriamente tambien me solicitaron el origen de los fondos que deposite en la cuenta los cuales son aproximadamente 14.000 dolares esta informacion tambien se las envie e inclusive me solicitaron compartir pantalla por video llamada de mi cuenta de juego y de mi exchange del cual debia demostrar que los fondos salieron de mi cuenta. La respuesta de ellos es que mi cuenta quedaba permanentemente bloqueada y que perdia mis fondos. Por favor necesito ayuda esos fondos son los ahorros de toda mi vida y no obtengo respuesta alguna de ellos.

Dear dayanacareloca845,

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. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

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

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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.

Best regards,

Kristina

Hello, good morning, the account is used mostly for sports betting, the earnings are for games won and Rollbit also offers its users a cashback for betting losses, in the time that I was able to use the account I deposited a little more than $14,000 . They disabled my account without prior notice and the communication that I have had with them has been by email in which they tell me that my account has been disabled by kyc and betting abuse, that this appears in their terms and conditions, but I have read them many times and in no article do they specify that there are limits on the number of bets that a player can make.

Hola buen día, la cuenta se utilizo mayormente en apuestas deportivas, las ganancias son por partidos ganados y también Rollbit ofrece a sus usuario un cashback por las perdidas en apuestas, en el tiempo que pude utilizar la cuenta les deposite un poco mas de 14.000 dólares. La cuenta me la deshabilitaron sin previo aviso y la comunicación que he tenido con ellos a sido por correo electrónico en la cual me manifiestan que mi cuenta a sido deshabilitada por kyc y abuso en apuestas, que eso aparece han los términos y condiciones de ellos, pero los he leído muchas veces y en ningún articulo especifican que hay limites en la cantidad de apuestas que un jugador pueda realizar.

Thank you for your reply, dayanacareloca845. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if the players' main focus was sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Dear dayanacareloca845,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.