What Happened
A player from Vietnam says Rollbit accepted their KYC documents, then asked them to report other accounts before paying out 325 USDT. The player says they have only ever had one account and that emails to the casino went unanswered. They later said their level 4 documents were turned down and that they reached the site through a VPN app.
How It Developed
- 2025-03-05Complaint opened. The player said no bonus was used.
- 2025-03-15The mediator pointed to Rollbit's rule that hiding your location with a VPN breaks its terms. The player said they used one only because the site would not load in Vietnam, and did not pick another country.
- 2025-03-26A resolver asked Rollbit to explain the hold.
- 2025-03-27Rollbit's compliance team said the player's emails from 12 March had been caught as spam, and that it would check the details, review the account and reply by email.
- 2025-04-25Rollbit sent nothing more to the mediator, and the case was closed unresolved.
Unresolved
Rollbit replied once, saying it would review the account, then went silent; whether the 325 USDT was paid is unknown.
What Has (and Hasn't) Helped
Rollbit's only reply came after the mediator stepped in, and it showed the player's emails had landed in spam. If support goes quiet, ask in chat whether your email arrived. Check the terms before using a VPN to reach a site: the casino can treat it as a breach.