Topic: Account wiped with $64k on Rollbit.com - page 7. (Read 2639 times)

Do you read the irony?

Never, but the player isn't putting the casino in a lose/lose situation. The casino is putting the player in a lose/lose situation. The balance of the scale is unfair.

Will winning players openly admit winning if playing from banned jurisdiction?

If a casino is going to use jurisdiction as a reason not to pay, can losing players recoup losses if playing from banned jurisdictions? I think whatever rules are enforced should be enforced both ways instead of putting the player in a lose/lose situation. Rollbit will accept losses from banned jurisdictions, they should pay out wins.

As Pmalek said, I think your email is already good enough, one thing that can make it better is if you can supplement it with similar explanation from your UK provider. Regarding whether you've ever playing from UK, it'll be harder to prove, and I think they have to accept it at face value. The other alternative will be to let them void all of the winnings happened when your IP shows as UK and let you keep the ones from ES/LUX.

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I might be wrong, but IIRC the rule to forbid users who resides in restricted country is to be compliant with the gambling regulation of that country, i.e. they forbid users from playing from UK not because they have something against UK, blacklisting UK, or something around that, it's rather because they don't have the permit [and legally compliant] to offer their service there, so they simply can't let people play on their platform from those territories.

Thus, even when someone visiting and not residing, or to put it in a more extreme, even if someone just get past the transit zone [IIRC, transit zone ara considered as a sterile area where you're technically yet to be in the country's soil] and the immigration post, they'll still be considered accessing from prohibited country.

[Disclaimer: I think... even if we access gambling platforms from the transit area of a prohibited territory, that we've not get past the immigration post, we'll still be considered as violating their term. Because eventhough we're yet to be technically on their soil, we still have already entered their jurisdiction].

Yeah that one still has some question marks around it.
I mean he also said the he went (visited) London at some point, so that is also a possibility for the IPs. Problem is, if he played there it might not really violate the terms since the rules only say that people that reside somewhere are not allowed to play. Visiting is not residing, but who know.
Also, if he really played there and they want to blame him for that they could only confiscate the winnings he made while being there. Other winnings should not be effected in my opinion.

Last but not least, Razor said their should be a message he is not allowed to play, I just tried rollbit with a Spanish and a UK IP and there no no message, just saying.
Also, if there is just a message what would stop a player?? At stake for example, if I open it with a banned region IP it doesn't even properly open the site, just a big fat you are not allowed to play with this IP message.

I think you have covered most of the important issues except for one thing: your logins to your Rollbit account from a UK IP address. Razor mentioned that some of your playtime was connected with a UK IP. You explained that you were using a UK SIM card for work. I think you should provide more information about that and perhaps also get in touch with your UK data provider in a similar way like you did with Vodafone ES and ask them about IPs and data roaming. Are you able to provide proof when you purchased the UK sim card and started using it? It might also be important to prove that you never played while in the UK, and that you didn't reside there at any time while betting on Rollbit. Sadly, you lied to their support about that, and they can always consider that an infraction. However, it's not one that justifies confiscating all your winnings.

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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.
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Okay, appreciate your input. In the spirit of transparency I will document here all of the communications with their compliance team, hopefully we can move the conversation into the forum as I believe it will lead to the fairer outcome.

Please see below my draft reply to their compliance team (I shared their original email in an earlier post). Would you highlight any other points to make my case stronger?

https://www.talkimg.com/images/2024/06/29/h0k1c.png

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.