Topic: Rollbit disabling account and confiscating balance of $410 (Read 401 times)

If his money was not refunded or a common ground agreed upon, I am pretty sure he would have continued to bump this thread and not go quiet for all that time, which is a little over 2 months now. The unfortunate part is he did not come back to update us as he head promised, so we are just basing on the assumption that he was satisfied with the outcome.

Judging from Razer's proposed solution to return the remaining funds and that OP's last activity was two months ago, not far from when Razer probably started to work internally to get the solution done, I think it's very safe to assume OP did.

so did op got his money back or what?

There is a difference, though.

Blacklisted Countries as per the gambling service's terms of service vis-à-vis a Country that bans Gambling. In this case, Rollbit seems to have the US on the Blacklist, but Germany is not on the blacklist except for some few games maybe. Everything is in the terms of service and the player should know this.

Now, whether Rollbit service is illegal in Germany or not is another issue, and you can report to the German Authorities if you feel they are not recognized by the laws in the German jurisdiction and therefore should be sanctioned.

And what is the difference between the USA and Germany. In Germany it is also prohibited and the site is subject to a sanction. but the user is not subject to a sanction. that is, the site violates the law, not the user, regardless of whether it is the USA or Germany

If you run a business, do you ask for advanced documents for your investigation on one customer account if you did not smell anything suspicious?

When you smell it, you will do more deep investigation and more requirements will be sent to a user. Additional requirements are not to beat that user down but to make sure the investigation is correct and original doubt can be verified accurately that whether it is correct or invalid.

If it is proven as invalid, both sides will feel happy. If it is proven as valid, only the user will feel bad.

With that suspicious IP address, Rollbit team can find more in that user login details.

Strange that you say when an account is flagged by your provider betby, that you request KYC from the account holder to proceed. You never even got that far with my case or even asked!

I know what OP is speaking of. If he has a phone such as T-mobile that gives unlimited international roaming, it would still show as US ip address on his phone even tho he is connected to network in germany. It is a strange thing that I have read about.

Residency can mean submitting proof of address in Germany, the US ID wouldn't matter as they don't care about citizenship rather where you actually live and are located.

You talked about Residence permit. Is it temporary or permanent residency?

They obviously think you are a US citizen and according to their terms of service. US is one of the blacklisted territories, which explains the block.

They should always obey to the rules so that issue like this will be avoided. But since Razer is actively answering the allegations posted against them maybe they can help a users who encounter the same issue if they are just cooperative and will not try to ruin their reputation like this. Since who the hell will help this guys if they keep posting negative against on casino while they know that they are the one violating the rules.

For now its good to follow the instruction then wait for settlement since this is what he can do at the moment.

this is not a misunderstanding. The casino system has detected that there is something wrong with the IP where you have operated your account. and that's not a mistake. the casino does what it says. then your account will remain locked. regarding refunds, as Razer said as a casino representative on the forum. Your ticket has been forwarded to the department in charge of it. if you have provided your KYC documents, be patient. In cases like this, it usually takes a long time to handle. I hope you are still lucky to get your money.

Casinos will not share exact reasons or terms of abuse as they do not want to make the abusers smarter for the future. Hopefully you get things figured out, but if not, Razor has given a more then fair solution for you.

If you could help us better understand, are you a US citizen moving to Germany or are you a Deutsche who moved to US for some reason and currently moving back to Germany?

Hello, I moved from the United States to Germany in February and have my residence permit since March. The document I uploaded clearly is from Germany, not USA.
I am not able to check anymore but it could indeed have been that my phone was on a US-connection (because I still have my old US phone membership and sometimes still use it to watch videos on my phone which require a US IP-address) while I was doing the verification. This was unintentional but I think it is a way too quick judgement to think that if a person 1 time (possibly) logs in from a US IP-address he or she immediately is from USA. As you can see in my account history all of my account activity was done from my German IP-address and no VPN was ever used.

As I said, I uploaded a legal German document as my ID, and if you want I can also provide you a recent German utility bill.

If you then verify that and let me log back in then I am satisfied with the outcome. After all now it seems my account disabling all comes down to a mistunderstanding.
Although I still find it strange that when I asked for the reason of the disabling, all I was told was "sportsbook abuse and we cannot tell you any more details" and now it turns out to be about being from a prohibited country.

So please contact me on my registered email and we will continue on from there.
If I get my money paid out I will ofcourse update this scam accusation and change it to resolved.

If you read Razer's explanation, it was their sportsbook provider, Betby, who flagged OP's account first. Reading between lines from this info provided and OP's chat with Lunr, I think this is when OP got disabled but can still log in, performed KYC, and got banned as the nature of their KYC itself breached terms agreed by OP. So, there were two offenses that OP probably did, sport betting abuse that's flagged by Betby, and geoblock circumvention flagged by Rollbit's internal security team.

I am sure I have no perfect knowledge how it works between a provider and bookie, but with the assumption above, it is not too far fetched to think that Betby did not inform Rollbit the reason they flagged OP, and/or, Rollbit did not chase this further as their own investigation bear result of another breach.

As for why Lunr did not tell OP on their chat that OP was caught circumventing georestriction, it is quite established that customer support and security team is not exactly on a speed dial. With the amount of complaints made by customers, both legit and cheaters, on daily basis, I think it's quite easy to imagine how one or two inquiries from a complaining customers did not arrive or escalated to the security team for them to provide the reason behind the issue. Not that I am saying it's is a right practice, I am just trying to say that this is one of the benefit that the forum provide, another way to raise complaints where community manager like Razer can try to revisit and get clearer assesment of the issue by getting in touch with both departments.

I did check, what bothered me was that it needed to be on the forum for everyone to see what was breached in the Ts and Cs so I don't get what you're so mad about, itching to add a neutral trust that I don't know what I'm talking about? Because that's the vibe I'm getting at your reply. I'm at fault too though, I should've cleared in my reply that I acknowledged that the breach has been mentioned already.

Did you bother to check the thread if any Rollbit's representative has replied to the Op? Or if the issue had been resolved or addressed?
The post above yours was made by Rollbit representative here and if you go through it thoroughly you'll see that he stated the reason behind Op's account being block. Obviously most of them are fake but in this case it's not and the reason is now clear to us all.

I'm kind of weirded out that OP asked for the reason for breach of Ts and Cs but it wasn't provided to the account, don't they have a right to know what rules that they've broken especially if it's obscure like having the original IP in a country that you're not allowed to operate on? Rollbit has been getting a lot of accusations lately, hopefully they clear this up and that most of them are fakes.

There has been no change in ownership, the founders continue to run Rollbit.

I believe there's 2 important changes to consider, however:

1. We've experienced unprecedented growth throughout the last several months.
2. We've got much better at identifying and actioning abuse on our platform.

Hey there,

Many thanks for submitting this and allowing us to further review your account.

I can see that your account was initially flagged to us by our sportsbook provider, Betby.

When an account is flagged in this manner, KYC is required from the account holder.

In this case, I can see that KYC was submitted from a United States IP address, for a United States citizen.

This resulted in the account being closed instantly as we're not licensed to operate within the United States.

This is made abundantly clear via our Terms & Conditions, in addition to the geographical blocks we have in place for the United States.

Considering your account was registered from Germany, it's our belief that our geographical blocks were circumvented to create the account in the first place.

I have instructed one of our support team members to follow up to your ticket to discuss the return of the remaining funds. Part of this process will involve validating the submitted KYC information.

We look forward to your cooperation!

Thanks,
Razer

I am not a fan of Rollbit nor do I gambling on their gambling site, this practice is something unimaginable by them and I believe they have been here for years running their signature campaign which I believe is something a campaign manager should help by sending messages regarding your complaint if they refused to respond to him then we should know is a deliberate act and wanting to scam you. But lets come to think of this, how could a well known gambling site to have unleashed such act towards their user and what happened they don't want to reply you based on your error and where you have violated their terms and conditions.
At least a fair casino should explain a bit of what you had done wrongly before finally put you in a pama ban where you no longer have access to operate or even to have your funds.