Rollbit Casino - Η ανάληψη του παίκτη καθυστερεί λόγω έρευνας λογαριασμού.

I only won a few hundred dollars and they asked for identity verification. Even after verification, I still can't withdraw .

A person named Razer replied to me require me to list my other accounts on Rollbit. I told him, I only have one account. I've been trying to withdraw money for a month now, but they give the same answer: To proceed here, we'll need you to list the other accounts that you have on Rollbit. My login gerasim88

I am not from Belarus. I am from Russia. (I couldn't find Russia in your list)

Dear gerasim88,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollbit Casino.

• Could you please list which documents you provided for verification in the casino?
• Have you made any deposits in the casino?
• Were you using your devices to play in the casino exclusively?
• When exactly have you registered an account in the casino?

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,

Tomas

You should be able to change your country in your casino.guru profile (after several attempts the full list of countries was available to me)

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

driver license, livecheck

I made deposit 500 usdt

Yes, I used my laptop

06/12/2024

Thank you very much, gerasim88, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello gerasim88,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Rollbit Casino representative to join this conversation and participate in resolving this complaint.

Dear Rollbit Casino,

Could you comment on this?

Thank you in advance for providing the information.

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.

Hello gerasim88,

I have contacted the casino outside of the complaint thread, hoping they will respond as soon as possible. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Hi Stefan,

We sent you an email on 20th Jan. Can you please confirm receipt and let us know if your contact outside of this thread was sent to compliance@rollbit.com? We can respond directly from this address.

Thanks

Rollbit Legal & Compliance Team

Hello gerasim88,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Rollbit Casino,

I can confirm I have received your email and responded to you.

I'll be awaiting your reply.

Hi there Stefan,

Just waiting on some info back from one of our third party providers.

Will respond as soon as we receive it.

Thanks

Rollbit Legal & Compliance Team

Dear Rollbit Casino,

Could you respond to my email as soon as possible?

I'll be awaiting your reply.

What is going on? How long do I have to wait? I only have one account. I have passed verification. What else do you want from me?

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.

I have tried to contact the 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 - insufficient evidence" 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 AOFA Gaming Authority (There is a complaints form directly below the license on the validator page (click view)) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru