Topic: Account wiped with $64k on Rollbit.com - page 3. (Read 910 times)

You basically just repeated what I wrote before you. 

@OP: Get the documentation from your internet provider. Rollbit can't just ignore that. They also can't ignore documented facts of you living in LUX.
Rules clearly state that you are not allowed if you reside in Spain or the UK, since you are registered in LUX (which you need to prove) you don't reside in the banned countries, worst case scenario you are visiting there, which is not in violation of any rules on the site.

It's also hilarious how Razer is coming here, making some bold statements without even acknowledging any possibilities ( KYC was offered and ignored by him ), just the same way this person always handles other cases. Terrible representation for a gambling site.

But wouldn't your IP show that you're in Luxembourg even if you're using a Spanish data provider? So I don't think that there's something more here than you let on. I think that you're going to need to contest this problem, contact the supports that they've got and provide the necessary evidence to make sure that you're not messing up big time on this one. $64k is no joke and it's not something that any casino should be able to wipe out that quick, that is still money after all.

I actually also thought about this roaming situation, meaning that even the provider is in country X but since you will use a local network the IP should change to a local one, not the for example Spanish one.
But yet, I am no specialist about that ( and neither is rollbit ) so we should't come to conclusions because of that. Maybe you can get a written statement from your provider, guess that would be sufficient proof.

Since you played and won in LUX (at least you say so) the moving to London situation is irrelevant. You say your bets came from being in LUX, moving to London bans you from future action on the site, but obviously not for past.

Number 5 is the most important one. They didn't have issues playing with them having loss (as usual), just when you are in profit they suddenly discover "1,872 unique IP addresses" . Sounds legit.

So their system didn't flag your account for unrestricted access for IP from:

"Spain: 1,420 (75.85%)
United Kingdom: 442 (23.61%)"

for such a long time while you were accumulating loss after loss, but now it does. Awesome detection system. Sounds very sus to me tbh.

I received an email from the compliance team at Rollbit and wanted to address it here, please see below the full email.

https://talkimg.com/images/2024/06/23/hNv2f.png

1. The point they make about the data roaming is untrue, as I have been investigating following my issue with Rollbit. I contacted my phone service provider and they confirm that when I use my phone data abroad (within Europe), my IP will show as Spain as they are the ones that are providing the service (I am not an expert so I am not able to explain how this works precisely.

2. I have never used a VPN to connect to the site, and it would be completely illogical for me to use one to connect from a restricted region.

3. I told the support team that I was residing in the UK as I wanted them to release my funds without having to KYC, I know it is a mistake on my part and I should have agreed to KYC straight away. I am in the process of moving to the UK for work reasons, but I am still living in Luxembourg to this date. I dont think the circumstances change nonetheless, as I was a Luxembourg resident when opening my account and throughout the whole period of using it. I then agreed to complete KYC once the support team communicated to me that they have completely wiped my account and would be keeping my $64k of winnings (I am finalising the visa process for the UK and will be moving there).

4. I have to inform myself more on the matter, but it is illegal to keep my funds on the claim that they "believe it is extremely unlikely" that I am a Luxembourg resident, when they wont even let me prove that I am.

5. I think it is completely illogical that a Casino can allow you to deposit and withdraw for 2 years without any issues (I deposited and withdrew around $60k), but once my balance turned positive, I am a danger to their Casino license? I have never been in breach of ToS and have never been made aware if I was. Rollbit claims that I should have received a pop-up notifying me that I was accessing from a restricted region, but I never received any such communication.

6. I am able to prove that throughout my time in the site I was residing in Luxembourg and that I currently still live there (although will be moving soon), and under no Terms and Conditions does it say that they reserve the right to keep your funds arbitrarily based on their opinion of something being "extremely unlikely". I believe Rollbit wants to now operate as a more reputable casino (seeking license in the UK?), but things like this bring their reputation to the ground.

7. I am not sure what my options are at this point, and would really appreciate your help/input

 

Not sure why you deleted your post, but to answer your question about an attempt to circumvent KYC by having a friend to complete them, you can rest assured that casinos aren't born yesterday, they have ways to validate whether the user in front of them during the video call is indeed the player or someone else posing as them. It's proven on a past case. So, if Rollbit agrees to a video verification to settle this matter, that would be a quite insignificant issue.

Yeah right, you just registered to post here, makes perfect "sense". Didn't know we are in the shilling business now.
Why even bother making this post.

There are legitimate questions being asked before but yet the rollbit rep doesn't bother to follow up to his yet another useless reply. "refunded the deposit" -> nothing arrived. Outlandish claims -> nothing to back it back and doesn't even bother to offer KYC.
Depositing and playing was no problem with endless "banned IPs" but now that the player won something there is a problem. Shady as always, nothing new from rollbit.

This is a classic case of casino using tricks to confisticate fair winnings. OP does not reside in unrestricted country and he is willing to go through KYC, that alone shows OP''s honesty while casino's miles away. From what I seen so far OP did not abuse any bonus or gained any edge so;
Stop this 'Crypto Gambling Wild West Shit Show' (coined by efialtis) and pay the man his money.

I know that Rollbit said that they goe block but why aren't they banning VPN use?

I do think that it'll be fair if they allows for an enhanced KYC to confirm your current residency, especially as you've given your consent to undergo it. Hence my previous posts regarding the matter.

Razer was online a few days after he made his explanation, but perhaps that was for a fleeting moment and he can't address your issue yet. I'll try to reach him again after a couple of days if the silence remains.

I am certain I never played on the site while in the UK, but as you say I am not sure how I could prove this.

However, don´t you think that proving that I am a LUX resident (and full time employee there) will solve the case here? I understand their argument for keeping the funds is that I knowingly was in breach of ToS, which is completely untrue.

If you can be sure whether you never accessed Rollbit from when you're staying in the UK during your work-related visits, that'll be very neat. UK is also one of the restricted territories for Rollbit... though I guess there is no sure way to prove that you never accessed from UK, be it from rollbit's side of from yours.

I dont think I ever did, I frequently left the UK SIM active accidentally when travelling back to LUX (maybe for 1-2 days at a time without noticing) - as the data is also usable without extra charge throughout Europe (although it is more expensive than the Spanish one).

OP, to clarify one thing that I forgot to made a follow up yesterday when inquiring about UK IP address. As you explained that you have to have UK number because you work there often, did you ever play when you're in UK soil?

Yes, i received it the day before they closed my account.

It seems from communications with the Rollbit support team that I have no choice but to take legal action. Although of course my preferred option would be to resolve this amicably through the forum, as I cannot see any good reason for the Rollbit team not to KYC my account so I can withdraw the funds.

Also wanted to address Razer´s post directly.

Reading through the posts here, I have seen a couple of similar cases in which users were connecting from restricted regions and ultimately got their accounts paid out. I believe my case to be much clearer, given that I actually reside in an unrestricted region and can prove it if given the chance to complete a full KYC.

1. When logging in from LUX (using my Spanish phone data), I did not receive any indication that I was actually pinging from Spain, therefore, there was no way I could know that this was in breach of the ToS.

2. I am a LUX resident, and as such, I should be compliant with the ToS as they specify that you need to be a resident of that country. To this effect, I can provide my Spanish ID, my LUX resident permit, my rent agreement and my employment contract if necessary.

3. If using my Spanish data provider resulted in me connecting from a restricted region as you say, I should have been notified to this effect and not been allowed to make any deposits/withdrawals. I understood there was no issue given that I was in LUX, without knowing that my phone was pinging from Spain (this should have been flagged to me).

Please let me complete the KYC to prove that what I say is the truth and allow me to withdraw my funds.

IMO - @Rollbit Razer needs to see your complaint and requests regarding this to make things fair. I haven't seen any responses so far other than the above - but giving you the option to defend yourself like proving you're not playing from Spain or England makes sense.

Be patient and wait - but first, have you received this one in your wallet?

Whether you'd like to have an arbitrator to get into your case or try to solve it through the forum is completely up to you, but understand that once you proceed with an arbitrator, Rollbit has the full right to only answer you there and ignore other means of resolution attempt.

If you want to proceed with an arbitrator though... did your bets happen to be sportsbetting related or they're purely casino games? I ask because far as I know, Rollbit is only on CasinoGuru, and CG does not handle cases that are sport-betting related; other than that, you have to escalate to their licensor.

Umm... one question, have you file the complaint to any of the arbitrator?

By the way, ThePogg has been rebranded to casinoreviews, and I honestly don't know whether the rebranding affect their mediation method or not, but past history told me that they're less transparent than other mediator. Not in a sense that they're worse or better than other mediator, I don't have enough reference to compare their efficiency to other arbitrators, simply just less transparent. Unless I remember things wrongly, they didn't provide a thread-like page that's open for public to read.
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I have not filed any complaint yet, not sure what the process is to be honest, but will start looking for legal counsel on my end as wiping my account and keeping my funds without letting me KYC is completely illegal from what I have read.

Umm... one question, have you file the complaint to any of the arbitrator?

By the way, ThePogg has been rebranded to casinoreviews, and I honestly don't know whether the rebranding affect their mediation method or not, but past history told me that they're less transparent than other mediator. Not in a sense that they're worse or better than other mediator, I don't have enough reference to compare their efficiency to other arbitrators, simply just less transparent. Unless I remember things wrongly, they didn't provide a thread-like page that's open for public to read.

I never admitted to play from Spain and the UK, I was barely explaining why the IP ping showed Spain and the UK respectively. As you point out, the fact that my IP was showing Spain or the UK was never flagged to me and I never received a warning or pop-up for this, therefore, how was I supposed to know that my pings where in fact from the country my SIM is from and not from LUX where I was in? This could easily be settled by completing KYC, and as I stated before I am happy to provide all the documentation deemed necessary, including LUX resident permit, Spanish ID document, employment contract, rent agreement, etc.

Thank you, will also bring this up with Ask Gamblers and ThePogg, could you provide further details on this on PM by any chance? @Rating Place