What Happened
A player from Lithuania says Rollbit asked for a list of their accounts right after a withdrawal request and a passed ID check, though they have only one. The player says contact then stopped and withdrawals were blocked, with about $11,000 in deposits, winnings and rakeback inside. No bonus was active, the player says.
How It Developed
- Complaint opened. The player said no one else in the household plays there and that the account had passed the level 2 ID check.
- The mediator asked Rollbit why it wanted other accounts and for any evidence. Rollbit's legal team said it couldn't check who owns the account through a public thread and asked the player to write from the registered email.
- 2025-02-14The player emailed Rollbit's complaints team. Rollbit confirmed it had the email, had asked for the account history and needed nothing more from the player.
- Rollbit then went quiet. The player reported that withdrawals still showed as temporarily restricted.
- 2025-03-18The mediator said Rollbit gave no good reason for holding the winnings and no proof of the rule breaches it had hinted at, and closed the complaint as unresolved.
Confiscated
The mediator found Rollbit's explanation insufficient, and the casino kept the roughly $11,000 balance.
What Helped
Writing from the registered email got Rollbit to start a review, but nothing came of it. With the mediator out of options, the next step is the Curaçao gaming regulator, as Casino.guru suggested.