What Happened
A player from Sweden says they told Rollbit about a gambling addiction, yet the casino let them go on depositing and losing money. The player says Rollbit did not follow its own self-exclusion rules. The mediator set the disputed amount at €447, down from the €2,000 first claimed.
How It Developed
- 2021-09-08The player first told Rollbit about the gambling problem, as the player confirmed to the mediator.
- Complaint opened. The mediator asked for the emails and quoted Rollbit's rules: players self-exclude by writing to support and choosing a period between 6 months and 5 years.
- The player sent screenshots of the emails, and the mediator corrected the amount to €447.
- The case went to a resolver, who invited Rollbit to respond and extended the deadline by 7 days.
- Rollbit never answered, so the complaint was closed as unresolved. The player was advised to complain to the Curaçao licensing authority.
Unresolved
Rollbit never answered the mediator about the player's self-exclusion request.
What Has (and Hasn't) Helped
Nothing — Rollbit never replied. To self-exclude, write to the casino's support address as its rules say, ask for a fixed period, and keep the email. A dated written request is what a mediator or regulator will look at.