Topic: Account wiped with $64k on Rollbit.com (Read 774 times)

To be blunt, I don't think there is much option for you right now. From what I understand from Razer's reply, Rollbit will reach try to resolve this and get in touch with you through that email with compliance team, so I think that's the only way you can take right now.

You can always update us with the development of your situation, I'll try to nudge Razer if you're stuck during the process.

I just sent them an email as I was referred to them by the Rollbit support team, but havent engaged with them or an arbitrator since trying to resolve it through the forum. If they are not willing to hear me out here, what do you suggest I do? I think that trying to resolve it with their compliance team is a dead end (they said for them its case closed in the email I attached), so I highly doubt they will listen to me.

I am a bit lost at this point, as it is a lot of money that they have quite literally taken from me for no good reason. I would think that they would like to keep their reputation intact as I have heard they are trying to apply to operate in the UK?

Would really appreciate your advice here.

Yes, I can understand that when players are on a situation, they'll most likely tries and exhaust every means possible to get their case resolved. But, to address one of your point, actually there are instances when cases got escalated to arbitrator or to other channel with higher authority than this forum and the casino's representative will refrain from addressing the issue in any other channel but the one they deemed fit most. This is one of the reason why, aside from trying to deescalate the issue, I usually suggest players to see if the forum can get their situation resolved prior to having it escalated to an arbitrator.

Well let's be honest, Razor pretty much shattered the case with his reply anyway. I don't see that he has any interest to step away from his initial reply.
Also, he never even came back here, so now him claiming it's out of his hands is just another classic move we have seen before.

Of course the player goes through any means necessary when he feels that he is getting cheated and treated unfairly. Other players do the same, have a case open here as well as on askgamblers or something similar, and nobody complained about this before.

Always the same.

Petermario, I learned that other than escalating to this forum, you also trying to get it resolved by reaching to their complaint team [or something like that]. As such, Razer can't do much, as that means of communication is now the one Rollbit is focusing themselves on.

This e-mail proves that Rollbit's earlier claim about the IP address always being a local one isn't correct and depends on several factors. Based on that, they can't accuse the player of playing from or residing in a banned territory. If the casino wants to confirm the information themselves, they can reach out to Vodefone Spain via the e-mail address in your screenshot or through a contact method of their choice.

Thank you for that screenshot. I attached the translated version through Google translate below. I'll try to get Razer's attention for this case, hopefully he will spare some time to revisit this thread and get your case reinvestigated with this recent evidence. To be clear, suppose they asked for it, you're willing to undergo a video verification KYC?

Finally managed to get them to issue me the same communication by email. I think this is good to ping Razer.

https://www.talkimg.com/images/2024/06/27/hopso.png

I have called them up again today and they confirmed that they would be sending me an email confirmation (although I havent received anything yet). I would rather wait to have the email confirmation as well before going back to Razer, as it is much more solid evidence.

Rollbit can always claim that they can't see who you are talking to, and they wouldn't be wrong. All we see are the names Toby and David. There is no proof that the person you spoke with belongs to your data provider's customer support. There is no link to a webpage visible anywhere. An official document signed and stamped by Vodafone would be much more credible.

Unless we have different understanding of binding arbitration, where it will have each of the party involved to adhere to the ruling by the arbitrator, then no, there is no binding arbitration provided by the forum or on this board. So what's the point of your previous post, again?

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If you want to, I can ping Razer now instead of waiting for the email, but I personally think AHOYBRAUSE's suggestion about email and that Rollbit won't accept the screenshot as a compelling evidence has merit, given that the likelihood of successfully having Razer to re-visit this thread and consider my suggestion for video KYC will only work once.

Your call.

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Then you'll surely also read that we're trying to deescalate the situation here, see if we can get it resolved without further hassle for OP, so I am not sure where this suggestion to escalate it [to the worst nightmare, if I may add] come from. Or why.

And from the current narrative, if you do read this thread carefully, then I think there is a possible scenario of misunderstanding. Rollbit can easily mistaken that OP accessed from Spain, given the compelling evidence they have if we consider it from their perspective.

I've started reading from the main OP and I can say I am not surprised at all, this is not the first time that casinos have looked for pretences like this to steal people's money. It's usually the case of a double account or VPN violation, but now, it is a roaming problem. When does roaming becomes an issue, after all, it will never indicate a VPN but local access and it is never by force to use the ISP of the country you live in especially if you are used to the one you have back home or is cheaper. Can't someone travel across the globe and still register with them with a country? This is absurd and annoying, another reason why casinos should be strictly regulated. If they are truly regulated, this kind of cheating will stop as they will not dare to allow themselves to be reported for a clear case of cheating like this.

As it is, it is obvious that your contact can do nothing as she will only tell you what the management wants you to know, her hands must be tied. All you can do is start calling them out on the internet or find a lawyer in the country they run their operation from, like the headquarters. But be sure of this as many of them hide where they truly are to make the jurisdiction difficult for a lawsuit. Just keep the little evidence and conversation you have for this purpose. I believe when they see your lawyer's letter, they will do something. And if they prove stubborn, head to court and still let them pay for the legal fees. Also, weak or not, let your lawyer copy their supposed regulator. Casinos often get away with this since people do not know what to do and the governments are doing nothing about it. Even if you violate their terms and conditions, they should at least send your money to you before terminating your account.

I called them up and they said they would be emailing me the same confirmation, in the meantime I leave another confirmation I got from another support member in the chat (he mentioned chat communication can be considered as official).

https://www.talkimg.com/images/2024/06/25/hjyev.jpeg

I don’t know what you are talking about. I’m backing the player, stated so in this thread and told him to file complaints. I have Rollbit D+ for this type of behavior and know they aren’t paying even though you are right in “resident” rule.

Seriously, just stay out of it. You have absolutely nothing to say other than nonsense while others are trying to help OP. We give advise that could be crucial for the development of this case. Obviously you can't read and are resistant to see any possible mistake the casino is doing here.

Sure, OP might be right and/or the casino might be right, but not giving the player a chance to prove his innocence is just as stupid as some of the things you are throwing around in the scam accusation section.
I don't know why you are defending the casinos here so hard, maybe you want them to pay you for your useless "casino ratings list", where hilariously nitrobetting has a top spot. That itself says a lot about your list. Since you are absolutely no help I think you really should just mind your own business.

I know we talked about binding arbitration but unless I missed something, there’s no binding arbitration here. $64k passed the amount where our opinion matters at all. One man’s proof isn’t the same as another’s.

First of all Razor has to come from his high horse and actually accept that they may have made a mistake. In his previous comments here he made it look like rollbit is without a question always right and players are always scammers or people that want to take advantage of the casino.

In reality we all know that casinos very often take advantage of players and not the other way around.

Both Lens and Google Translate confirm that what OP posted is the truth. But now we need an official confirmation in the form of a document from the Spanish data provider. You can then use that as proof that Rollbit's claim that you should have a Luxembourg IP is false. That proof is crucial to both Rollbit and an eventual mediator if the casino disagrees with the provided evidence. 

I am talking to them to try to get an official communication. Will an email from them suffice do you think? In the meantime, they answered again on the matyer this morning on the chat (see below extract), I have asked them to provide the same by email.

" Hola, te atiende David, asesor de tu equipo Vodafone Empresa.
Cuando te encuentras en roaming (itinerancia) y te conectas a una red móvil con tu tarjeta SIM de la Unión Europea (UE) mientras viajas al extranjero dentro de la UE, tu dirección IP depende tanto del proveedor de origen como del proveedor de itinerancia. Sin embargo, en la mayoría de los casos dentro de la UE/EEE, el tráfico de red se encamina a través de tu proveedor de origen. A efectos de geolocalización, parecerá que estás en tu país de origen. Esto significa que, aunque estés en otro país, tu dirección IP se asignará desde tu país de origen.
Si deseas verificar la geolocalización de tu dirección IP actual, puedes utilizar herramientas en línea como “Cuál es mi IP” o “IP Location”. Simplemente ingresa tu dirección IP y podrás ver detalles como la latitud, longitud, ciudad, región y país asociados a ella.
En este canal solo le damos la información de la que disponemos, no podemos profundizar técnicamente en cómo funciona la IP en el extranjero, si quiere información más técnica puede contactar con soporte en el 22122 o en cualquier servicio especializado."

How exactly is what OP supplies doesn't matter at this point? If OP can prove --beyond reasonable doubt and all-- that he's the victim here and he did nothing wrong, either Rollbit can and should pay them or people should consider Rollbit as rather suspicious. This is how this board works: proof.

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OP, I'll try to bring this matter once again to Razer, it'll be nice if you can provide us what AHOYBRAUSE asked. I'll ping Razer once you attach a screenshot [or a photo of that official letter] here.