Okay, I understand what AML means and why it matters a lot, but I have to agree it loses common sense if the casino applies tight AML policies on an $80 USD deposit and a net profit of ~$20...
Is it perhaps possible that the matter is more about "safe betting" and less about AML? Still, I truly understand your feelings; based on what you said, this sounds like a terrible joke.
Thank you for your quick reply and for acknowledging how disproportionate this feels—it's reassuring to hear that from someone who reviews these cases regularly.
To clarify: This is definitely not related to "safe betting" or responsible gambling on my end. I have only one Rollbit account (no self-exclusion, no prior bans, no family/household sharing issues I'm aware of), and I've never attempted to open duplicates or abuse bonuses/promotions. My activity was straightforward: small $80 deposit, met the triple wager requirement fairly, passed full KYC (documents + questionnaire + video call agreement), and requested a modest $100 withdrawal.
So I did everything I could, and I just had to wait for them to see what happened.
What do you recommend? What else can I do?
This is their response. The technical department hasn't responded to emails for two days. That's their policy. I wrote to them asking for at least one email address associated with my other account. I'm sure I only have one account. I don't understand how they even have a license. I saw two more reviews on TruatPilot with the same problem as mine.
Edit.
I contacted them via chat. The consultant asked stupid questions: Was anyone else using my network? Did anyone else have access to my Rollbit account? More questions about the bets I placed. Why did I place basketball and e-basketball? Did I analyze it in any way? I placed single bets. It's legal to place both basketball and e-basketball if they offer it. It's completely legal. When I asked them to provide a different email address for my account, they couldn't provide one (because they don't have one). I have to wait for an email response...
I think these are quite common questions if they suspect that a player might have multiple accounts. Sometimes I ask them too.
I don't remember if I asked you this, but did you open a complaint somewhere? If not, I can try to give you a few websites where you could possibly do so.
Thank you for your quick reply and for acknowledging how disproportionate this feels—it's reassuring to hear that from someone who reviews these cases regularly.
To clarify: This is definitely not related to "safe betting" or responsible gambling on my end. I have only one Rollbit account (no self-exclusion, no prior bans, no family/household sharing issues I'm aware of), and I've never attempted to open duplicates or abuse bonuses/promotions. My activity was straightforward: small $80 deposit, met the triple wager requirement fairly, passed full KYC (documents + questionnaire + video call agreement), and requested a modest $100 withdrawal.
So I did everything I could, and I just had to wait for them to see what happened.
What do you recommend? What else can I do?
Thank you too. I was trying to say that in some casinos a low-risk playstyle is considered against the rules because money laundering requires low-risk bets. But I guess we both feel that lack of context can cause quite irrational usage of those rules.
My bad, I didn't mean to bring responsible gambling into that.
I wish I knew why the casino is so interested in all those details; the only thing I can come up with now is that they are following a certain pattern used by a group of players and for some reason, you were somehow included. Yet it is just an assumption, nothing else.
Hard to recommend anything as long as we both do not understand what has been happening. I would work with the casino to get the money back and then leave, I guess. I understand such experience is not very reassuring for possible future cooperation.
The saddest thing is that Rollbit has over 4000 reviews on Trustpilot.
In other words, they have been doing this kind of open fraud for years, defrauding millions of dollars from customers.
How should they be punished? I don't see any resources or mechanisms for this.
And in any case, thank you very much for your feedback.
They finally paid out my $62.70. I'm not playing there anymore.
What good news. I hope they pay me too.
The saddest thing is that Rollbit has over 4000 reviews on Trustpilot.
In other words, they have been doing this kind of open fraud for years, defrauding millions of dollars from customers.
How should they be punished? I don't see any resources or mechanisms for this.
And in any case, thank you very much for your feedback.
To be honest, as long as we do not understand why the casino believes you did something wrong, I would not dare to compare such a situation with TP reviews. On the other hand, I understand that it looks like they do that on purpose.
At least the casino has a chance to explain the matter in the complaint and work a bit on its lower Safety Index...
Just ask for an ADR if you having problem with the casino. They have to provide you with it, when requested. If they dont, just contact curacao gaming authority.
I sent this letter today, and I mentioned ADR.
Hello, maybe a tip: ADR means Alternative Dispute Resolution, which is precisely what we do here. It is called the complaints. https://casino.guru/complaints/create 👈
You already have one submitted. 👍
This could potentially be beneficial for those who are passive readers.
Rollbit is absout SCAM, don't play in rollbit, the block my account with just 3k$, the reason is multiaccounting, I don't have more than 1 account, but they don't allow me to make a withdrawal even my deposit. DONT PLAY IN ROLLBIT if you win u will get NOTHING!
Seems like the casino uses this excuse to not pay their players, which is not okay at all, of course.
Unfortunately, though, we are unable to help as they decided not to cooperate with our complaint team.
If you wish, you can file a complaint here anyway, and it will bring their safety index even lower, at least.
Will you go for it?
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