Good day!
My nickname on the site - kofemaniac13
I deposited $100, then won about $700 and withdrew $400.I put $100 into my account, then won about $700 and tried to withdraw $400. They didn't withdraw this money, and the support team started persistently asking me to indicate my other accounts. I checked everything and can say with confidence that I couldn't have created another account for my second email, for example, even by accident. I have only one account where I log in through Metamask, where I passed the initial identity verification and made a deposit. At all these stages, the casino did not have any suspicions or questions about the duplicate. At the same time, when withdrawing funds, it turns out that they have information about the second accounts (that's how it is in the plural). At the same time, my account is still not limited, I can safely place bets with the previous limits, play in the casino, make deposits, the withdrawal request has not been canceled, they just tell me to name my other accounts. All this suggests that this is a deliberate delay, it is quite difficult to believe in any other reason for what is happening. I hope that this is still some kind of mistake and the support will check again and withdraw my funds and stop accusing me of creating duplicate accounts. I ask the casino representative to answer me.
Were you contacting support via email or had a chat with live support? Could you specify us how you accessed Rollbit casino? I have looked at your post history, and you had problems with other casinos as well. One of your posts that caught my attention was about your experience with KYC verification. You were not able to do that because you have residence registration in one country, but physically you are in another. Maybe that is where problem comes from? Maybe you have accessed Rollbit from different IP, different locations, and casino connected all accounts that had any connection with IPs and locations with you? Maybe that is why they talk about "other accounts" ?
I am in a country that has no problems with blocking gambling sites and it is not on the list of prohibited countries anywhere. Therefore, I use my home Internet. There are no problems with this. As well as there are no problems with other casinos. All my claims were justified and resolved in my favor, including checking the KYС. I do not have to live in the country of registration. And judging by the latest complaints, they say this to almost everyone. This is a problem in the casino, not in the users, and it would be great to solve such problems in a few days, and not drag it out.
First, they wrote to me by mail and in the chat, then I sent a letter to the compliance department, from where I received a mini questionnaire in response, the questions to which are given below:
If you would like to formally complain, please provide the following:
Email address associated with your Rollbit account.
1 Rollbit user ID.
2 Your name and address.
3 Confirmation that you are willing to video KYC (via our third-party KYC provider, GetID) should this be required during the complaints procedure.
4 Summary of the issue including supporting evidence where appropriate.
5 Your proposed resolution should your complaint be upheld.
They promised to try to respond within 20 days.
In any case, I would warn anyone to make a deposit in this casino for now. There are so many similar complaints that there are only two options. Scam or failure. For now, I want to believe that it is the second option (I anticipate answers in the style - Why would such large companies scam? I have been in gambling for a long time and believe me, even larger companies have scammed)