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Subject: Unjustified Account Suspension & Confiscation of Funds

Dear Casino Guru Team,

I recently had my account suspended by Rollbit Casino without any clear explanation. Along with the suspension, both my deposited funds and profits were confiscated. I reached out to their support requesting at least a refund of my deposit, but I have not received any response.

I believe this action is unfair and would appreciate your assistance in resolving this issue. I kindly ask for Rollbit to either provide a valid reason for their decision or return my deposited funds.

Looking forward to your help in reaching a fair resolution.

Best regards,

[Player's personal info removed by Casino.Guru]

Dear Tammyy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To fully understand your situation and assist you effectively, I’d like to ask a few questions:

• When did you create your account, and have you successfully completed the account verification process?
• What type of games were you playing—live casino games, slots, or sports betting?
• Were your winnings accumulated with or without an active bonus? If a bonus was involved, do you recall its specific terms?
• You mentioned that the disputed amount is 700 SOL, which is quite high. Could you please clarify how this amount was accumulated? Are you referring to winnings that were not paid out, deposits that were not refunded, or something else?
• Have you attempted to contact the casino’s support, and if so, what responses have you received?

If you have any relevant communication with the casino, please forward it to petronela.k@casino.guru so we can review it.

Your cooperation is essential for us to proceed with your case and work towards a resolution. I appreciate your patience and will do my best to help.

I hope we will be able to resolve this issue as soon as possible. Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello, thanks for replying. 

So I created my account a month ago and completed all their KYC before depositing. At a point I even withdrew $20USD without any hiccups. My total deposit was $500USD and I didn’t accept nor play with any bonuses. It was yesterday that my account got closed for absolutely no reason and my whole balance(500USD dep + 200Profits) confiscated by rollbits. My hard earned funds, this is gut wrenching for me. Please help, I’m a student and this means a lot to me.

Hi Tammyy,

Thank you for the additional information.

• What type of games were you playing on Rollbit? Were they live casino games, slots, sports betting, or something else?
• Did you notice anything unusual while playing, such as glitches or errors?

Your answers will help us investigate the issue more thoroughly. If you have any relevant screenshots or further communication with the casino, feel free to forward them to petronela.k@casino.guru.

Looking forward to your reply.

I indulged in casino games and sports betting and I didn't notice anything unusual

here are screenshot of the conversations I had with them

Hi Tammyy,

The casino has cited the following section of their terms and conditions as the reason for closing your account:

SUSPENSION AND CLOSURE

According to their rules, Rollbit may close or suspend an account if:

• The account is used in a fraudulent, collusive, unlawful, or improper manner.
• The player has cheated, taken unfair advantage, or used the account for the benefit of a third party.
• The casino is unable to verify the player’s identity, location, or source of funds.
• The player is in breach of the terms, regulations, or fair use policy.
• There are reasonable grounds to suspect compulsive gambling.
• Any of the above issues are suspected or likely to occur.

In such cases, the casino may void bets, withhold winnings, or retain account funds.

• Could you please confirm whether you are aware of violating any of these rules? If you believe the casino's decision was made in error, please provide any additional information that could help clarify your case.

Looking forward to your response.

Good day

to the best of my knowledge I did not violate any rule stated by the casino.

my account was probably verified and it was my first time using the platform

1. I made sure to always adhere to rollbiits rules when gaming on their site. 

2. ⁠I haven’t cheated nor taken advantage of anything on rollbit, I did not accept bonuses even and played with my deposited funds 

3. ⁠I completed KYC before I started using my rollbit account in order to avoid stories like this

4. ⁠I read and adhered to the terms and conditions, I then made profit, except making profit is against terms and conditions on rollbits, I can say I 100% adhered to t&c

5. ⁠I gambled for fun and was aware of all responsible gambling tools at my disposal. 

6. ⁠None of the above issues apply to me sir/ma, I made profit and rollbits simply blocked my account, this isn’t fair hence why I have written to casino guru to intercede on my behalf as me alone is helpless. Thank you

Thank you very much, Tammyy, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

thank you very much, hope to hear from your colleague soon

Hello, Tammyy,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Rollbit Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hi there,

Has the user contacted us via complaints@rollbit.com to raise the issue?

This should be the first step in our complaints procedure which seems to have been missed here.

Once this initial contact has been made and we are able to verify the account holder against our records, we can undertake a review to see what has happened. We cannot instigate a review on a stated account via a 3rd party site without this verification as we need to confirm we are talking with the true account holder.

Please have the user contact us and we will commence the review and communicate with the user directly until it is concluded.

Thanks

Rollbit Legal & Compliance Team

yes I contacted your support team and all I could get was that my hard earned money has been confiscated I even contacted twice

Thank you both for your replies.

Dear Tammy,

You were instructed to contact the casino in an above-specified way, using the email address complaints@rollbit.com.

Please contact the casino as explained in the casino representative's post above, initiate their internal complaint resolution process, and let us know once it is done and/or about any news and updates regarding the process.

In addition, when you email the casino, please include me in the copy of your email (branislav.b@casino.guru) so we have proof you did it correctly.

Please note there is likely no other way how we could proceed further with the matter, and in case you fail to cooperate, we will be forced to close/reject the complaint.

Thank you. Looking forward to hearing from you and receiving an email in accordance with the instructions above.

I just did that

thank you

Thank you for your emails, Tammy. Is there any news?

Dear Rollbit Casino Team,

Can you please look into the matter once again with the responsible team(s) and provide us with an update?

I was a part of the email communication until the player provided the casino (complaints@rollbit.com) with all the requested information. Since then, they have stopped responding completely, or they have excluded me from the communication.

Can you help us expedite the process and provide us with the results of the investigation?

Thank you. Looking forward to hearing from you.

this was the response I got from them which I replied

and I haven't gotten a response

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.

ok then let's see how it goes

Greetings all,

Since the casino representative contacted us before, I am extending the timer for them once again, contacting them also manually outside the thread.

Thank you for your patience and understanding.

thank you so much

Dear Rollbit Team,

Thank you for your email and the additional information.

Can you please check my last email regarding the matter and provide me with the requested?

Thank you.

I responded to your last email a while ago

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.

Dear Tammy,

Since we have not received any further response from the casino regarding the issue, here or outside the thread, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (AOFA) and submit a complaint directly to the regulator. You can find more information regarding their complaint process HERE, or general information about the complaint processes with regulators HERE. The casino also has a GCB license, however, this authority currently does not accept complaints from users. But, if you would like to try it anyway with this regulator, you can find out more HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime. At the same time, it would be highly appreciated if they could read my last email regarding the matter and provide the requested.

Best regards,

Branislav, Casino.Guru