Topic: Account wiped with $64k on Rollbit.com - page 9. (Read 2449 times)

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

Where has there been an "own admission of playing from Spain and the UK" ? @OP, did you ever do that? If so there is nothing that can be done here I guess.
BUT, actually the rules state players residing in the banned regions are prohibited to play. He is not residing there as he says. Also residing is not visiting. He explained the Spanish IPs.
Anyway, returning the 1400$ deposit and keeping 64k is quite an easy way out, isn't it?

By the way, why has ne never been asked for KYC or been addressed about his IP before if there are soooo many Spanish IPs???
I can tell you why, because he was depositing and losing, right? No problem using a Sanish IP to lose. You just don't like paying wins.

"OP claims to be residing in Luxembourg" , if you don't believe him then do KYC and let him prove it.

File a complaint with Ask Gamblers or ThePogg. They are two that seem to be fair.

I have just seen this reply. Through the time I have been on Rollbit I have made many deposits and withdrawals, and not once has the issue of my location been an issue. Recently, I managed to make some gains and wanted to withdraw them, and suddenly the account is wiped clean and deleted? $64k of my earnings are completely wiped suddenly?

I understand that your data does not support me living in Luxembourg as I explain on my initial post, I connect on the phone with my mobile data. The connections from the UK come as I work there frequently (and for work purposes I have had to purchase a UK SIM as it is required). When connecting from LUX (which I see from the data it registers as Spain given the mobile data), not ONCE did I see the prompt of being connected to a restricted region.

As for why I still use the phone family plan I had in Spain, it is way cheaper, as we get free roaming in the Schengen area (we pay the same fare throughout Europe), therefore it is a cheaper and more convenient option.

All I ask is the chance to prove that this is true, I can facilitate my contract, my rent agreement, my bank details - I just want to be able to withdraw the amount that I earned. Please let me complete a full KYC process to prove that what I say is true.

Can you explain to us about their findings of UK IP address? And I assume, suppose Razer agreed to allow another KYC, you're willing to do as I suggested above and are able to provide such proof? Live video call and providing Spanish govt ID and Luxembourg residency permit, and other supporting document that they deemed necessary?

Thank you for the clarification.

OP's statement that he uses a Spanish mobile network in Luxembourg does indeed sound very strange.
OP could of course present other documents such as a residence permit, rental contract or registration certificate to prove that he is actually in Luxembourg. However, this raises the question of whether Rollbit would even accept such documents as proof?

Thank you for your replies

I am originally Spanish and connect to Rollbit via my phone (with a Spanish provider), therefore, upon checking with Razor, it seems that my connections where being logged as from Spain. I did not know this at the time and I did not get any prompt that would indicate otherwise (no prompt/pop-up that indicated I was connecting from an unauthorised region).

After talking with support and Razer, they said that as I already have withdrawn more than I deposited, I should be happy with the outcome (I have been using the site for over a year now). However, this is not okay, as my winnings far exceed this and I wasnt made aware at any point that I was breaching the terms of service.

They specify on their ToS that you must not sign up if you are are resident of any of the countries listed, but they have not allowed me to show that I am a resident in Luxembourg.

Just to clarify,  I live and work in Luxembourg. But I still hold my Spanish phone as it is a family plan and given that in Europe the data is applicable throughout (I use the same plan without limitations), it is cheaper than buying a new phone line in Luxembourg.

I simply dont undestand why they wont let me KYC to prove that I am indeed a resident in LUX (live permanently here).

Thank you very much, I have tried to will message them directly as well, but they have blocked the messages from newbies.

edit- you addressed and seems you are right.

Hi Razer, thank you for addressing this. I am not sure if OP will reply here in time to catch you up while you're still online. In case he didn't, OP reached to me with a little bit more details about his living arrangement [he said he'll address this in details publicly later, so I think I didn't breach the private nature of PM by sharing this] and that he's been in LUX for about two years.

If it's not too much of a trouble, is it possible to allow OP to do another verification? Given he's been staying for couple of years, I believe Luxembourg will need him to have a residency permit. I think a video verification with him providing his Spain's govt. issued ID and his residency permit [and/or its equivalence] is enough to verify and to be sure that he's indeed from Spain and currently living in LUX.

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And OP, I hope you can clarify how can your IP came out to be from UK for about one-fourth of the time.

Thanks for posting this here.

OP has been given a detailed response about this in 3 seperate locations today. First via our support, then via my X DMs and finally via a public response to a Tweet made by OP.

OP had their deposit returned (including an extra $1,357.41) and account closed after their own admission of playing from Spain and the UK. We are prohibited from accepting players from these regions, as per the terms of our license.

OP claims to be residing in Luxembourg, but our data does not support this, nor does it negate the fact that they've been playing from restricted regions.

I ran a query that looks at every request we've had from their player account. From the 1,872 unique IP addresses, here is the breakdown:
Spain: 1,420 (75.85%)
United Kingdom: 442 (23.61%)
Other (mostly attributed to VPN activity): 0.54%

Out of all 1,872 unique addresses, not one is from Luxembourg.

Furthermore, OP would have seen a warning stating they are connecting from a restricted region upon each connection from Spain or the UK.

Rollbit should geo block if they don’t allow customers from certain jurisdictions. Pay the OP.

Thank you for inviting me and bringing this to my attention.

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OP, like what acroman said above, I think we need more context here. Just to clarify one thing that I don't quite sure I grasp correctly, by living in [being the resident of] LUX, were you trying to say that you're currently staying for a short time in LUX, like for a vacation or are you living in semi-permanent to a permanent status in LUX, whether it's from residency permit or a dual citizenship? Like AHOYBRAUSE's curiosity, I can't comprehend the reason of using Spanish mobile data if you've been or are planning to stay for extended period in LUX.

Let's see if I can get this one sorted out by persuading Rollbit to re-open your case and clarify this whole residency situation.

Oh, if you can drop me your rollbit's UID, either here or through PM, that might help Razer to zeroing into your issue.