Rollbit Casino - Povlačenja igrača su odložena zbog zahteva za otkrivanjem naloga.

Good evening, I started playing on Rollbit for a while and even won. At first, they processed withdrawals without issue. However, now they want me to disclose "all" my accounts. But I only have this one account. Until then, they are refusing to approve further withdrawals and have ceased communication. I have stated multiple times that I only have this account, yet they still demand "all" accounts. I find this extremely unprofessional. Can you help me with this issue?

Guten Abend ich habe eine weile bei Rollbit angefangen zu spielen und auch gewonnen. Zum Anfang hatten sie auch noch ausgezahlt. Nun aber wollen sie das ich "alle" meine Accounts mitteile. Dabei habe ich nur diesen einen Account. Solange wollen sie keine weiteren Auszahlungen genehmigen und haben dann auch die Konservation eingestellt. Dabei hatte ich schon mehrmals mitgeteilit das ich nur diesen Account habe, dennoch wollen sie davon wollen sie "alle" Accounts. Halte ich für äußerst unseriös. Können sie mir da helfen ?

Dear guentherko67,

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. 

• Do I understand correctly that the casino accused you of opening multiple accounts?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?

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

Good morning and thank you for your answer.

To be honest, I don't understand what they're saying. They always write that I should put all my accounts together in a list. But I've told them several times that that's all I have. They've already paid out in the past. Now I wanted to pay out the rest, but now this. No, there's no one else in my household who has an account there.

I am fully verified there, yes (level 4). No further verifications were requested.

Best regards

Günther

Guten morgen und vielen Dank für deine Antwort.

Ehrlich gesagt verstehe ich deren Aussage nicht. Sie schreiben jedesmal ich soll alle meine Konten in einer Liste zusammenfassen. Ich habe denen aber mehrfach mitgeteilt das ich nur das habe. Sie haben in der Vergangenheit bereits ausgezahlt gehabt. Nun wollte ich den Rest auszahlen aber nun sowas. Nein in meinen Haushalt ist kein weiterer der dort ein Konto hat.

Ich bin dort durchverifiziert ja (level 4) Es wurden auch keine weiteren Verifikationen angefordert.

Mit freundlichen Grüßen

Günther

Thank you very much for your reply, guentherko67. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much, guentherko67, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you guentherko67 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Rollbit Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hi Peter,

We believe this issue has now been resolved via a support ticket and have sent an email to the user to confirm.

Thanks

Rollbit Compliance Team

Thank you very much for the update guentherko67 representative.

Dear guentherko67, we will keep this complaint open until you confirm your issue has been resolved. Thank you in advance!

Hello everyone and thank you very much. A very big thank you for helping me. The Rollbit employees also contacted me via ticket and paid out the remaining balance very quickly after I applied. Thanks again for finding a sensible solution in the end. I think your casino is good and modern. It's a shame that things have now got "sand in the gears". Nevertheless, apart from the "incident", I found my way around well and had a lot of fun.

In short, Rollbit has paid out my remaining balance and I am very grateful for the support. The case can be closed positively. Great work to the Casino Guru team, you are great.

Best regards

Hallo zusammen und vielen lieben dank. Ein ganz ganz großes Dankeschön das ihr mir geholfen habt. Die Rollbit Mitarbeiter hatten sich auch bei mir via Ticket gemeldet und haben das restliche Guthaben sehr schnell nach Beantragung ausgezahlt. Auch hierzu danke das wir eine vernüftige Lösung zum Schluss gefunden haben. An sich finde ich euer Casino gut und modern. Schade das jetzt "Sand ins Getriebe" kam. Dennoch hatte ich bis auf den "Zwischenfall" mich gut Zurecht gefunden und viel Spaß.

Kurz zusammen gefasst Rollbit hat mein Restguthaben ausgezahlt ich bin sehr dankbar für die Unterstützung. Der Fall kann positiv geschlossen werden. Top Arbeit ans Team von Casino-Guru ihr seid super.

Beste Grüße

Dear guentherko67,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter