Hello, I was playing at the casino and there were no problems with the withdrawal of funds, but after I won $ 2000, my withdrawal was frozen, I have only one casino account and verification was successfully completed. But I can't withdraw funds because the support service tells me about the other account (but I don't have one).Please help me because the support service is not responding to me.

Dear Nicejob,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Yes, my account has been verified, but support will ask you to name other accounts that I do not have.

Hi, I still haven't received my withdrawal.I have sent them an email but will not receive any reply.I've never had any other accounts on Rollbit, I’m finished KYC a lot of time before

Dear Nicejob,

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.

I have not received a payment and have not received any response from rollbit. They ignore my requests.

Thank you Nicejob for all the information provided. As we need further evidence regarding the multiple accounts from the casino, I will be forwarding your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I do not have any other accounts at rollbit casino and I am ready to pass any checks.

The support service asks me to name my other accounts, but I only have one account, they don't respond to my withdrawal messages.

Hello Nicejob,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and it looks like you found yourself in a similar situation to a few other players whose cases, unfortunately, end up unresolved because the casino team failed to provide sufficient evidence of the rule violations. I will still contact the casino to shed more light on the matter, but the prospects of a successful resolution of your complaint are rather uncertain.

We would like to invite Rollbit Casino to join the conversation.

Dear Rollbit Casino,

I would appreciate your clarification regarding the inquiry made to the player about other accounts, despite their assertion of having only one account with your casino. The player has reportedly completed the KYC verification in the past.

If there are concerns regarding multiple or duplicate accounts associated with this player, I kindly request that you send any relevant evidence of this to me at [email protected].

Thank you in advance.

Dear rollbit Casino, I do not have any other accounts and I am ready for any checks on your part. I can provide all the documents confirming my identity.I am an honest and decent player who has not violated your rules, thank you for understanding all the best

Hi there,

We have located your original email (dated 4th April) which had been identified and processed as spam as it contained no subject, and only 1 sentence in the body of the email. We have now responded to that email requesting account verification information. Please provide the information requested and we will undertake a review of the account in question and respond via the registered email address.

Thanks

Rollbit Compliance Team

I have sent you the necessary 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.

Please approve my new withdrawal

Dear Nicejob,

Can you please let me know if you received your winnings?

Dear Nicejob,

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.

Dear Nicejob,

While it appears that the matter has been clarified, and you have received the withdrawals, we have not received any further confirmation from you regarding this or if you require additional support. Regrettably, we must proceed with rejecting this complaint. I would like to thank the casino team for their cooperation.

Please feel free to reach out to us if you encounter any problems with this or any other casino in the future, and we will do our utmost to assist you.

Best regards,

Michal

Casino Guru