Rollbit Casino - Рахунок гравця заблоковано, кошти не повернуті.

I opened an account at the casino on January 21, 2024, and made a deposit of 3000 dollars using cryptocurrency. I played a little and my balance became 3800 dollars. After that, my account was blocked and I was asked for documentation. I sent the documents. Following this, a casino representative asked me if I have other accounts in their casino. I don't have any other accounts, but my friend played in this casino from the same computer a year ago. After which, my account was closed and they didn't return my money. I didn't receive any bonuses. They didn't inform me about which rule I had violated. I am appealing for help to get my money back.

Я открыла счет в казино 21 января 2024 года, сделала депозит 3000 долларов через криптовалюту. Я немного поиграла и на моем счету стало 3800 долларов. После чего счет был заблокирован и у меня запросили документы. Я выслала документы. После этого представитель казино спросил, есть ли у меня другие счета в их казино. Других счетов у меня нет, но мой друг год назад играл в этом казино с этого же компьютера. После чего мой счет был закрыт и деньги мне не вернули. Бонусов я не получал. Мне не сообщили какой пункт правил я нарушила. Прошу помочь мне вернуть деньги.

Hello miscele,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rollbit Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Were any of your documents approved? When was the last time you spoke to the casino and what was it about?

Please note that it is strictly against the casino terms to play 2 different account from the same device and the casino may block your account.

Looking forward to your answer.

Regards,

Nick

After I sent the documents, a video call was made. I was not informed about the verification results. The last time the casino wrote to me was on February 2 that my account was closed for abuse. After this the casino does not answer me.

После того, как я выслала документы, был совершен видеозвонок. О результатах верификации мне не сообщили. Последний раз казино мне написало 2 февраля, что мой счет закрыт за злоупотребления. После этого казино мне не отвечает.

Hello miscele,

Unfortunately, the fact that there were 2 different casino used on the same device is more than enough for the casino to block the account and void any winnings generated from the player.

Please be aware to never let anyone to play from your device (or even using bonuses from the same household) as it will always lead to such situations.

We will be forced to close the complaint as the casino did everything according to their terms and conditions.

I'm sorry that we could not be more of a help in this case.

Regards,

Nick