So, I finally have some time to catch up with some things and gave the entire CG page a read. I have to say that yes, Rollbit acted a bit funny on this case and could have handled the matter in a more transparent way. Nonetheless, regardless of how they approached the case, as always, we're bound by the ADR's findings. Thus, I am marking this as "unresolved" as per CG's ruling.
Hopefully, OP, when CGA is fully operational, you can lodge a complaint, get things sorted out, and we can mark this as resolved. Kindly reach back to us when that situation [or any, related to any development of your case] happen.
Topic: Account wiped with $64k on Rollbit.com (Read 2648 times)
Here is the CG's take on the case;
I do not understand what is stopping the casino in question from providing evidence to CG. If the nature of the case requires interpretation of certain evidence in order to establish violation of their policies, they should just provide it to CG. Here, in my humble opinion, the casino arbitrarily infers suitable conclusions while neglecting OP's point of view.
Not replying to a mediator only proves that the casino wants to hide malpractice, and it should serve as a deterrent to all future high rollers.
I do not understand what is stopping the casino in question from providing evidence to CG. If the nature of the case requires interpretation of certain evidence in order to establish violation of their policies, they should just provide it to CG. Here, in my humble opinion, the casino arbitrarily infers suitable conclusions while neglecting OP's point of view.
Not replying to a mediator only proves that the casino wants to hide malpractice, and it should serve as a deterrent to all future high rollers.
Just as an update, my complaint has been deemed as "unresolved" by CasinoGuru as well, given that Rollbit refuse to budge or provide any reasonable explanation on stealing client's winnings.
I would caution anyone thinking of using the site to think twice, as they can confiscate all your winnings without further explanation.
Would also like to ask for any advice to move forward with this, is issuing a complaint directly with the regulator the only option?
I would caution anyone thinking of using the site to think twice, as they can confiscate all your winnings without further explanation.
Would also like to ask for any advice to move forward with this, is issuing a complaint directly with the regulator the only option?
Thank you for keeping us in the loop. Unfortunately, yes, I think the next path you can take right now will be to raise to their licensor. They're still under Curacaoan authority [previously they were with GC, now they're directly under GCB following the overhaul], however, GCB currently doesn't mediate dispute.
It will be a feature under CGA, the successor of GCB that'll centrally oversee all of gambling entities in Curacao, and AFAIK, the transition will happen in 2025. So unfortunately, you'll have to wait until GCB finally transformed to CGA to file a complaint.
Just as an update, my complaint has been deemed as "unresolved" by CasinoGuru as well, given that Rollbit refuse to budge or provide any reasonable explanation on stealing client's winnings.
I would caution anyone thinking of using the site to think twice, as they can confiscate all your winnings without further explanation.
Would also like to ask for any advice to move forward with this, is issuing a complaint directly with the regulator the only option?
I would caution anyone thinking of using the site to think twice, as they can confiscate all your winnings without further explanation.
Would also like to ask for any advice to move forward with this, is issuing a complaint directly with the regulator the only option?
[...]
It'll most likely take a couple of days before the dispute can be deemed as fit for a complaint by their mediator and made available for public eyes.
It'll most likely take a couple of days before the dispute can be deemed as fit for a complaint by their mediator and made available for public eyes.
Thank you very much, submitted the dispute a few days ago and it seems it is public now, I hope this can be resolved this way...
Link to the case on CG, so people here can access them easier: https://casino.guru/rollbit-casino-player-s-account-has-been-closed-without
OP, I gave it a read, I think it'll be wise to explain your situation with UK IP as well, since their system detect UK IP address on your session log. And it probably be better for them to learn it from you, before the fact unearth itself, so the mediator will see that you're trying to be as transparent as you can to get this case resolved and has nothing to hide.
Thank you, I will start a dispute with CasinoGuru now, is it just raising it through their "complaints" section?
To be clear of any confusion, it should be through their "profile page", clicking the "safety index explained" tab, and click the orange "submit a complaint" button as shown below:
It'll most likely take a couple of days before the dispute can be deemed as fit for a complaint by their mediator and made available for public eyes.
Thank you very much, submitted the dispute a few days ago and it seems it is public now, I hope this can be resolved this way...
Thank you, I will start a dispute with CasinoGuru now, is it just raising it through their "complaints" section?
To be clear of any confusion, it should be through their "profile page", clicking the "safety index explained" tab, and click the orange "submit a complaint" button as shown below:
It'll most likely take a couple of days before the dispute can be deemed as fit for a complaint by their mediator and made available for public eyes.
It is a mixture of everything, it is more a residency problem than anything else, I will look into opening up a case at CasinoGuru. Is there any other arbitration website you would use, or better to keep everything through one channel?
Umm... There are other arbitration site that as famous as CasinoGuru in facilitating dispute mediation, AskGamblers, but Rollbit is not available on AG. And there are other site that might have Rollbit, like casinoreviews [formerly ThePogg], I haven't check if they're on them, though, nor really familiar with their reputation in dispute resolution.
IIRC, there was an inquiry by other member far in the past to Rollbit to where can someone raise a dispute, and they suggest to raise it to their licensor. So, I think your option is between CG and their master licensor.
And no, it is not recommended to raise to both simultaneously. The master licensor is seen as the final path. When CG learn that you've escalate to their licensor, more likely than not, they will cease from mediating.
So it's completely your choice, either to have CG a try or to directly go to their licensor.
Thank you, I will start a dispute with CasinoGuru now, is it just raising it through their "complaints" section?
It is a mixture of everything, it is more a residency problem than anything else, I will look into opening up a case at CasinoGuru. Is there any other arbitration website you would use, or better to keep everything through one channel?
Umm... There are other arbitration site that as famous as CasinoGuru in facilitating dispute mediation, AskGamblers, but Rollbit is not available on AG. And there are other site that might have Rollbit, like casinoreviews [formerly ThePogg], I haven't check if they're on them, though, nor really familiar with their reputation in dispute resolution.
IIRC, there was an inquiry by other member far in the past to Rollbit to where can someone raise a dispute, and they suggest to raise it to their licensor. So, I think your option is between CG and their master licensor.
And no, it is not recommended to raise to both simultaneously. The master licensor is seen as the final path. When CG learn that you've escalate to their licensor, more likely than not, they will cease from mediating.
So it's completely your choice, either to have CG a try or to directly go to their licensor.
After following up with them they have answered the following in red:
"Thank you for getting back to us.
Unfortunately, as mentioned, there is nothing that can be done to rectify the situation and to open the account.
We are considering the matter closed and will not communicate on it further."
I understand this is completely outrageous given all of the proof I have provided - where do you recommend I escalate this issue please?
"Thank you for getting back to us.
Unfortunately, as mentioned, there is nothing that can be done to rectify the situation and to open the account.
We are considering the matter closed and will not communicate on it further."
I understand this is completely outrageous given all of the proof I have provided - where do you recommend I escalate this issue please?
Remind me again, do your bets consist of sport-betting? Rollbit is on CasinoGuru, of whom can probably help your case and retry it, but they don't mediate sport-betting related issues. It's worth a shot, though, perhaps if you tell them that your issue is about residency and not the betting themselves, they will want to mediate.
Know that the forum also adhere to their ruling. We're working side-by-side with them and honoring their final verdict. So when they come with their final words, all of us are bound by that ruling.
It is a mixture of everything, it is more a residency problem than anything else, I will look into opening up a case at CasinoGuru. Is there any other arbitration website you would use, or better to keep everything through one channel?
After following up with them they have answered the following in red:
"Thank you for getting back to us.
Unfortunately, as mentioned, there is nothing that can be done to rectify the situation and to open the account.
We are considering the matter closed and will not communicate on it further."
I understand this is completely outrageous given all of the proof I have provided - where do you recommend I escalate this issue please?
"Thank you for getting back to us.
Unfortunately, as mentioned, there is nothing that can be done to rectify the situation and to open the account.
We are considering the matter closed and will not communicate on it further."
I understand this is completely outrageous given all of the proof I have provided - where do you recommend I escalate this issue please?
Remind me again, do your bets consist of sport-betting? Rollbit is on CasinoGuru, of whom can probably help your case and retry it, but they don't mediate sport-betting related issues. It's worth a shot, though, perhaps if you tell them that your issue is about residency and not the betting themselves, they will want to mediate.
Know that the forum also adhere to their ruling. We're working side-by-side with them and honoring their final verdict. So when they come with their final words, all of us are bound by that ruling.
After following up with them they have answered the following in red:
"Thank you for getting back to us.
Unfortunately, as mentioned, there is nothing that can be done to rectify the situation and to open the account.
We are considering the matter closed and will not communicate on it further."
I understand this is completely outrageous given all of the proof I have provided - where do you recommend I escalate this issue please?
"Thank you for getting back to us.
Unfortunately, as mentioned, there is nothing that can be done to rectify the situation and to open the account.
We are considering the matter closed and will not communicate on it further."
I understand this is completely outrageous given all of the proof I have provided - where do you recommend I escalate this issue please?
I've send Razer a PM yesterday, as promised, to see if he can ask someone on the complaint department to look and give response to your situation. Razer is yet to be online since 12th august, so perhaps a little more time will be needed, for him to be online and to notify my PM and give me insight from him of what he can or can not do.
Thank you for this, but still no reply. Do you suggest escalating this somewhere else? It seems suspicious that they take so long to reply once I provided the evidence that proves my case...Hi, I would expect as much [no reply this far] as Razer seems to be offline. I think he was briefly online on 15th, but was unable to attend to any PM, given my inquiry about another situation is also not yet addressed.
About escalating this somewhere else... remind me again, to whom has you raised this dispute to?
I have not received a reply yet...
I have not raised the dispute further either anywhere else, given that their compliance team seemed responsive, but I am reconsidering now - where would I be able to raise this?
Perhaps it'll be nice to also address the previous statement about being UK resident, explaining why you made that statement and "apologize" for the inconvenience it caused, that you mean no harm or to mislead the team, just a simple misunderstanding?
It’s always a hard to believe or understand issue when your word is what needs trusting and there is a lot of money involved here. One sly move and you would have doubts stamped on everything you say which wouldn’t make the case any easier or better.If OP is telling the truth, I would suggest he plays along with the Rollbit team as, they’ve been a reputable house on the forum for which most gamblers can attest.
Umm... I really don't mean to be rude, but... do you read the thread? All of the posts, or perhaps the last couple of pages to get a grasp of the current situation? OP is playing along with Rollbit, he corresponded with their compliance team, and currently they were silent. Of which, he asked me to try and see if I can get things back into motion.
So, again, with no intention to be rude as I currently don't think you're a spammer, what's the point of your post and/or you're trying to propose?
Perhaps it'll be nice to also address the previous statement about being UK resident, explaining why you made that statement and "apologize" for the inconvenience it caused, that you mean no harm or to mislead the team, just a simple misunderstanding?
It’s always a hard to believe or understand issue when your word is what needs trusting and there is a lot of money involved here. One sly move and you would have doubts stamped on everything you say which wouldn’t make the case any easier or better.If OP is telling the truth, I would suggest he plays along with the Rollbit team as, they’ve been a reputable house on the forum for which most gamblers can attest.
I've send Razer a PM yesterday, as promised, to see if he can ask someone on the complaint department to look and give response to your situation. Razer is yet to be online since 12th august, so perhaps a little more time will be needed, for him to be online and to notify my PM and give me insight from him of what he can or can not do.
Thank you for this, but still no reply. Do you suggest escalating this somewhere else? It seems suspicious that they take so long to reply once I provided the evidence that proves my case...Hi, I would expect as much [no reply this far] as Razer seems to be offline. I think he was briefly online on 15th, but was unable to attend to any PM, given my inquiry about another situation is also not yet addressed.
About escalating this somewhere else... remind me again, to whom has you raised this dispute to?
It seems from recent posts here that they have recently boosted their geoblocking efforts, as I never received a pop-up that I was accessing from a restricted region when connecting in Luxembourg (with my Spanish phone provider), but it appears they have implemented this since (from screenshots I have seen in the forum).
I dont understand their sudden delay in replying to me (normally it was maximum 2 days and now it has been over a week), as the proof I have presented is completely irrefutable.
I dont understand their sudden delay in replying to me (normally it was maximum 2 days and now it has been over a week), as the proof I have presented is completely irrefutable.
I've send Razer a PM yesterday, as promised, to see if he can ask someone on the complaint department to look and give response to your situation. Razer is yet to be online since 12th august, so perhaps a little more time will be needed, for him to be online and to notify my PM and give me insight from him of what he can or can not do.
It seems from recent posts here that they have recently boosted their geoblocking efforts, as I never received a pop-up that I was accessing from a restricted region when connecting in Luxembourg (with my Spanish phone provider), but it appears they have implemented this since (from screenshots I have seen in the forum).
I dont understand their sudden delay in replying to me (normally it was maximum 2 days and now it has been over a week), as the proof I have presented is completely irrefutable.
I dont understand their sudden delay in replying to me (normally it was maximum 2 days and now it has been over a week), as the proof I have presented is completely irrefutable.
I've send Razer a PM yesterday, as promised, to see if he can ask someone on the complaint department to look and give response to your situation. Razer is yet to be online since 12th august, so perhaps a little more time will be needed, for him to be online and to notify my PM and give me insight from him of what he can or can not do.
Lol! A Curaçao Gaming License holder wants to play by the book now 
when it comes to cashing out!
My only argument in this case is: why did they allow you to access the site from an unrestricted location? This question has not been answered sincerely by the casino in question. OP has already said many times that he had little control over his IP location and is willing to prove his residency in an authorized country. IMHO, the casino can certainly help him by cashing him out (if not for this bet legally, then through some other bonus or arrangement
) and closing his account. After that, they should enhance their geo-blocking system.
Common Rollbit! you know this is not fair (at least not morally), 64k might be a life changing money for him and all he is getting is frustration and feeling of helplessness, this is not good branding for sure.
It seems from recent posts here that they have recently boosted their geoblocking efforts, as I never received a pop-up that I was accessing from a restricted region when connecting in Luxembourg (with my Spanish phone provider), but it appears they have implemented this since (from screenshots I have seen in the forum). when it comes to cashing out!My only argument in this case is: why did they allow you to access the site from an unrestricted location? This question has not been answered sincerely by the casino in question. OP has already said many times that he had little control over his IP location and is willing to prove his residency in an authorized country. IMHO, the casino can certainly help him by cashing him out (if not for this bet legally, then through some other bonus or arrangement
) and closing his account. After that, they should enhance their geo-blocking system.Common Rollbit! you know this is not fair (at least not morally), 64k might be a life changing money for him and all he is getting is frustration and feeling of helplessness, this is not good branding for sure.
I dont understand their sudden delay in replying to me (normally it was maximum 2 days and now it has been over a week), as the proof I have presented is completely irrefutable.
Lol! A Curaçao Gaming License holder wants to play by the book now when it comes to cashing out!
My only argument in this case is: why did they allow you to access the site from an unrestricted location? This question has not been answered sincerely by the casino in question. OP has already said many times that he had little control over his IP location and is willing to prove his residency in an authorized country. IMHO, the casino can certainly help him by cashing him out (if not for this bet legally, then through some other bonus or arrangement) and closing his account. After that, they should enhance their geo-blocking system.
Common Rollbit! you know this is not fair (at least not morally), 64k might be a life changing money for him and all he is getting is frustration and feeling of helplessness, this is not good branding for sure.
when it comes to cashing out!My only argument in this case is: why did they allow you to access the site from an unrestricted location? This question has not been answered sincerely by the casino in question. OP has already said many times that he had little control over his IP location and is willing to prove his residency in an authorized country. IMHO, the casino can certainly help him by cashing him out (if not for this bet legally, then through some other bonus or arrangement
) and closing his account. After that, they should enhance their geo-blocking system.Common Rollbit! you know this is not fair (at least not morally), 64k might be a life changing money for him and all he is getting is frustration and feeling of helplessness, this is not good branding for sure.
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