Topic: Rollbit Withdrawal Frozen For $12,800 & No Response (Read 560 times)

Not that I support the practice, but I have seen numerous services ask their customers to record the log in process to the wallets where the funds were sent from when conducting KYC verification. This is as away to prove if the funds actually come from the address someone owns.

For sure they needed to confirm thoroughly before releasing the funds to you so you should not mind the investigation being done by them through the video calling. The important thing is that you your funds back and now you know that Rollbit is a trusted site and they won't scam you.

Anyways, now its time to lock this thread.  

Good to see your update, and you’re lucky to get your funds back even without asking you to play more as part of the wagering requirements. Anyway, with regards to your KYC as long as the password is not compromise and your keys are not there, I think you are safe but that’s a strict KYC that I know and probably because you are flagged as suspicious, that could be part of their investigation.

Login your wallet in Rollbit? Well if they asked you to login your personal wallet then better to create a new one just to make sure your funds are safe, this is my first time to read this kind of KYC.

Anyway, at least you get your money now and its good that Rollbit solve this issue. Probably they are just too busy to attend to some other concern and that’s why they are not able to reply at your concern instantly.

It is good to hear that your case is solved. Rollbit is one of the reputable casino in the forum, since they see no problem with your deposit and you made it clear that there is no illegal things happening, it is for sure that they will eventually release your funds (which they did).
 
Rollbit is spending too much to market their platform, they even have sponsored vloggers and signature campaign running in the forum so I believe they will not tarnish their reputation by scamming you with $12k (they are spending way more than that for their weekly promotions)

Standard practice by most casinos that are AML complaint lately. The good news is that they let you withdraw your money minus the stressful wagering requirement, which was quite a worry since the bet limit was so small compared to your account size.

I'm agreeing with you and @Op not being aware of this isn't an excuse not to follow due protocols or processes when due.
I think OP really needs to update the thread and let us know what the status of the complain is if he has been able to do the capturing.
I've been familiar with rollbit for quiet some time now and I haven't heard any such complain about them because they're really trying their best to keep a clean record.

I've seen several cases of people who skip reading terms and conditions of site before using it and that's very common in my country and I'm also a very huge victim of this very act and I think most persons are very reluctant about reading terms and conditions and I think OP still needs to wager same amount been deposited.

This is also what I am thinking, it is possible that Rollbit is implementing a wagering requirement before anyone can withdraw what they deposited to prevent players to use the platform for money laundering.


It makes sense since @OP only wagered $1k out of $12k he deposited.  With the huge amount of money being deposit and the ratio of amount being wagered before withdrawing, it will really alarm the system of money laundering.  The platform may also ask @OP the source of the fund if they suspect that the money came from illegal means.  We have seen this kind of incident where a casino asked for the source of the fund so it is not impossible for Rollbit to ask the same before releasing or confiscating your fund.



Good to hear that you got your fund back and did not undergo such long process of source of fund verification



I think it is better than you providing the source of funds which may take longer than what they asked you to do on the live share screen.

---

Btw, you should edit your title since the case is already resolved, it will be unfair for Rollbit if you keep your title this way.

It was probably an extended AML check.  I encountered something similar when I used the services of crypto-exchanger.
In general, you could do without this procedure, but then the withdrawal process would take some time.

Glad to hear the latest news from you, your case has been responded to by the team and has been resolved!

I've never had any contact with KYC on rollbit, but all KYC I've completed on various casino sites and exchanges have never confirmed wallet addresses because KYC only deals with personally identifiable data.

This is quite normal practice when there is a suspicion that you are not the real owner of the account.
In any case, congratulations and I hope you will not get into such unpleasant situations in the future.

So to update. They let me withdraw in the end so I have my funds back.


But they asked a lot of weird questions on the KYC video call. Even asked to log into my wallet whilst on live share screen?

Well-reputed gambling platforms can decide to go bad at any time, they look for victims to victimize and pretend they did nothing wrong, other users that never get victimized will fight for them, saying they are reputable, and won't allow anyone to ruin the platform reputation, Lord have mercy, I knew about this from a friend who was also a victim of a gambling platform.

OP I am sorry for whatever you faced when using the platform, whenever you come across a new platform, that you've never used for gambling before, always deposit a small amount of money first to try the platform out.

Ask about KYC requirements from the team, before depositing any large sum of money on the platform and make some screenshots as proof, I have my reason.

I think it is more likely that this is simply a case of the customer support service of Rollbit being too busy and not having the time needed to attend the OP, obviously the OP is nervous about this and they are suspicious about the whole situation, however some casinos can take a lot of time to resolve something like this, so to me this is just a case of the customer support being inefficient and not a scam attempt, but lets see if we receive an update from the OP about it.

I think what that means is not actually a $10 wagered on any amount of deposit and Rollbit mentioned $10 because that is the minimum withdrawal amount and am sure if the ops had any misunderstanding it should have resulted from the misunderstanding of that sentence.

So I'm clear term it means you must wager x1 of the total deposits to be able to withdraw.

First of all, since Rollbit was a new site for you why did you deposit 12,000 USD on their site ? I know that Rollbit is a trusted site but since you never played there before it makes no sense to deposit so much amount.

Secondly, if you were not allowed to bet 5000$ at a single time, you can bet with 200$. Also, these restrictions favor the gamblers because if you bet 5000$, you could lose them all in a single bet.

By the way, it seems that you are a very rich person who is willing to bet high stakes on bets and is not afraid of losing money. Not relevant here but what is the maximum amount of money you have lost in a single bet?

Sorry for your bad experience. As far as Rollbit is concerned.
It's a well-reputed platform, and they never do the same.
However, I would suggest you contact their support again.
There might be some exceptional cases that cause this issue. I hope this will get resolved soon.

I've never had your type of experience on Rollbit, though I don't play frequently there, but what I can tell you is that, Rollbit is like, or among the best and most reputable casinos listed on this forum, so I advice you not to fret, your issues would be resolved eventually.

And I believe mistakes some of us make is, not going through kyc verification before depositing huge amounts and playing on any casino of choice, had it been youve been you verified your account before depositing and playing, I believe the process of withdrawal would have been easier and faster for you..

And also, like yahoo6228 have stated, try and find out the wager requirement before withdrawer for Rollbit, that could be another issue to contend with even after the issue with kyc is resolved.

Goodluck.

That's a huge first deposit and of course the site will think its suspicious but its more suspicious that the site is not responding anymore right after you gave out your KYC, I don't know if that RAZOR is connected to Rollbit or not at all. OP didn't have any update as well, its either the problem is already solved or this is just a false accusation against the site. The next time you post your problem here on any site, better to have your proof of transactions so that it can easily be address.

Well, in their help center it is directly written that there is no wager requirement for a deposit, you must make wagered the minimum of $10 and the withdrawal will be available.

It is strange enough. But you can post this situation in the Rollbit thread. I think that it can help to speedup the process.
And i can give advice for the future gambling. If there is no any big bonuses for the first deposit - it would be better to make a deposit that will be enough for 2-3 bets. After that try to withdraw money. Most times you will KYC, but after it you willn`t have any problems with casino. Of course if it is normal casino.

You will not be in that situation if you understand the logic that you need to wager once you deposit, it's a basic rule of majority casinos you cannot just withdraw the excess or portion of your deposit, because in the first place why would you deposit an excess amount?
It's understandable even if this rule is not in the FAQ because there are very few or no casinos that will allow a withdrawal without wagering.

I can't imagine myself been in same situation as Op, I would have freaked out,  they should have just told him what he did wrong instead of all the ignoring, this is so unprofessional,  if OP gets his money out of such gambling site he is definitely not coming back, I don't understand why some gambling devs are like this. This type of rules should be in their FAQ right from the beginning so that people can go through them and won't do the opposite and mess things up, I feel like they did all this intentionally.

yes, almost on average, the casino team does not respond to any accusations and reports in this forum and often ignores them even though they should respond so that everyone knows the casino that the casino is behaving professionally, at least a little respect the OP who made these accusations even though the OP also made mistakes at least the casino responded to this, well I'm not taking sides with anyone, basically this is all just because of communication and lack of reading where gamblers should before playing read the rules and requirements at the casino so that problems like this don't happen.

Rollbit customer support asked the guy to do KYC and a video call. I guess that they didn't mention anything about a "wagering requirement", which is weird. Perhaps OP could just wager the 11K USD, just in case the customer support asks him to do so.
I wouldn't bet on the casino's reputation as some kind of guarantee that the user won't get scammed. Basically almost any online casino could find hundreds of legal "excuses" to scam a user(like breaking the Terms of Service).
Depositing 12K USD seems like an extremely risky move. Let's wait and see how the customer support of Rollbit will handle this situation.

Did you come up with this nonsense yourself? 

When a casino did make out that kind of limitation on the time that you do make out bets which is lesser that earlier then you would really be boggled up on your mind on what the heck is happening?

You would really be that assuming already that this is something wrong and obvious that they arent really liking for you to wager that big considering that you had won your previous bet.
If you do have 12k into your balance but you could only bet out 200 bucks then it is really normal that you would really be having those questions on what the heck is happening.
Its better that Rollbit should clarify this accusation because if they would be leaving out this hanging then this would really be making up some bad image or impression.

To be fair, OP did try to wager $5K more, only to be limited to $200 as the max he could stake. I think this is what pissed him off to withdraw all his funds from the casino. I myself wouldn't want to wager small amounts $200 in so many matches just to meet the wagering limit, yet I have about $12K in my account.

I don't know what to say as Rollbit is one of the casinos I have eye and respect for, but seeing a thing like this is discouraging. At times, if the withdrawal is not big enough, one might not witness a thing like this since the house is the one making money regularly. Sorry about that, and I hope that engaging them with the advice given by the first responder to this thread will be helpful to you and I believe there will be a fear in them that such an act will damage their reputation here.

Also, be sure to make your complaint with good proof and images attached.

OP, I agree to the speculation that your account has been flagged with money laundering. How long have you been playing to online casinos? If long enough, you should be knowledgeable with most casinos terms with wagering requirements. In spite of that wouldn't it be better if they confronted the OP with his/her violation? Because I also think that it is the professional way instead of just ignore him/her

Video call? Are you freaking serious? If they legitimately requested that, it's completely messed up and I will be avoiding this site from now onwards. Requesting such high-level KYC when majority of the amount is op's funds is dumb.

Also, as @yahoo mentioned, op would need to wager his entire deposit 1x before trying to withdraw again.

If money laundering is the reason why they froze his account, they should have explicitly stated that instead of ignoring him completely in an unprofessional manner in my opinion.

Have only used few and off recently playing with Sportybet, read there t&c but never understood this part fully until now, I can see what they throughly means by the below statement.

The minimum wager requirement for withdrawal (quote from a neighboring thread) :



So it's definitely clear why his account was frozen. To avoid confusion, they should have corrected the information in their FAQ a bit.

What casinos are you playing right now, and how many terms of service or rules you've read in the casinos you're playing, that's the trouble with players they disregard the most important part of the casino, which is not the games, it's not the features but their terms, disregarding this will put your account in trouble.
That is why I question TOS that is incomplete no TOS or not visible TOS as if trying to hide its TOS, when a casino is hiding its TOS they want to trap gamblers, but one of the basic rules of casinos is wagering requirements whether the funds come from the bonus or from the deposit.

Yes. It's true that the majority of online casinos require players to wager their deposited amount at least once before they can make a withdrawal. This is a common practice across the industry and is designed to prevent money laundering and fraudulent activities. But, as yahoo62278 already mentioned, it's always important to read the terms and conditions carefully before making a deposit, so you're aware of any requirements or restrictions. Some casinos may have different wagering requirements, while others may not have any at all.

So, as a general rule, most online casinos don't allow users to use them as a mixing service. Typically, they'll require that you do more than just deposit and withdraw funds through their wallets, and may have specific criteria that must be met.

Not really I'm confident that they can resolve this issue, based on OP's post there are loopholes in his case, Rollbit can easily address this just like all the other issues, and every issue resolved in the scam section can be considered good for the reputation of a casino, some of the accusations are based on complainants' failure to follow the TOS of the casino, and some are fake accusation, it's just annoying to see two threads on one casino one is an announcement and the other is an accusation.

Check the casino's ToS that you are depositing too. Nearly all legitimate casinos have this rule to prevent money laundering and fraud. I'm sure Rollbit is no exception. There might be a non licensed casino out there that disregards this rule.

Such an experience is really painful, especially given the amount involved. 
May be the system is suspecting a scam or fraudulent activity which they have not cleared off, but it looks some how odd to me to deposit 12k immediately into an online casino and immediately rush to wager huge amounts after your first win, which seems like you are testing the platform after confirming it with a win, then quickly move further to bet 5k in another game which was declined with it seeming your plan of deposit has been trampled upon because of that and you want to withdraw your asset immediately. I pray this gets resolved soon enough. 
Was never aware of this earlier before now.  So if I fund my online casino account more than I planned to and intend to withdraw the surplus immediately, I won't be allowed to do that? Unless I wager up to the deposited amount first. 

I'm so sorry for this inconveniences Andi I can Ionky relate to tis but I think the caption of thread is rather to harsh because they already replied you and the guy for the video call was a single individual that might have been busy and you should be  patient with them for something for upto seven days and see if there would be anything done about it.

Rollbit is a reputable casino and I don't think they will be willing to tarnish their image over some thousands of dollars and beside did you really take your time to read the terms and conditions of the casino before jumping onto it ?
And just as Yahoo said and yes you have to wager uoto the actual amount you deposited and with that you still have to wager 11k more.
Good luck.

I guess that this is a case of arbitrage betting ( surebet ) from the OP's side and the gambling site just delays the process as a punishment ( it's a common startegy of bookies ) . As OP said he found odd that they didn't accept his bet of close to 5k and decided to leave when the betting amount was max 200 .
If the bookie wants to impose limits that are not mentioned in the TOS he should try to speed up the process and give the money back to OP asap . If there's a term in the TOS that they can change the size of the bet by their will then OP should follow their rules .
Anyway OP i hope your bad experience will end soon .

Aside from Kyc needing to be done, the user only wagered 1k out of the 12k he deposited. Nearly all casinos require you wager your deposited amount at least 1x before you're able to withdrawal. So even if he passes kyc and is good to go, they will likely require him to wager 11k more before he can wd.

This must be a very bad experience for you, having $12k frozen is a lot and the worst thing is that the casino is not responding to your complaints, but from the comment on the withdrawal, what is the reason for the balance frozen?

-Just to advise you, you have to include every possible evidence to your claims to give them authenticity, if not this will be treated as another baseless accusation.

I am not surprised.

A company that uses stolen data for promotion purposes is not to be fully trusted.

Remember when all Stake.com players VIP level platinum and up got promo emails from Rollbit with bonus codes some weeks ago? The higher the level at stake the higher the bonus was. So obviously they bought the data from the stake hack a couple of months back. I used the code myself but would never even think about depositing there.

Not saying that they are scammers and I hope OP will get his money but this kind of treatment and actions aren't worth of a "reputable casino" .

i think you need to follow the advice of friends in this thread for this problem to be solved soon, i played rollbit once and i never had a problem with withdrawals, i think maybe the difference is that you withdraw quite a lot of money compared to the withdrawals i usually do more small of your money but back to your problem actually you can complain about this in their thread too for them to look at it and process it because i know its also risking the reputation of the casino in this forum if this issue is not solved.

But sometimes it also takes time to process your withdrawal if they suspect suspicious activity on your account. I hope your withdrawal will be processed soon

Of course you can try, but his last post was in April 2021, although the last time he was online on February 27, they didn't really try to find an opportunity to contact support in the discord, but they don't even have the opportunity to create a ticket there, and you can contact the dm only after you are added to friends, but this is not real, there is not even a separate support channel.

I understand you. When you can't get updates on your cash on a platform, it's frustrating. Don't despair! Customer service requires patience and politeness. However, you can always act.Reconnect with them? Request a case update politely. If things aren't progressing, ask how to escalate the issue. The support team is doing their best.We're in this together! Kindness and respect are essential. We're all human, make mistakes, and try to survive. I hope your money is returned soon! You can directly send them a message here: Rollbitcom

This is too fast to react as Scam mate , Rollbit has a huge advertising here in Bitcointalk and I believe that Even the Manager like Hhampuz can directly contact the support or the team to what happened in this , and also even OP is just asking about the case so maybe let us wait a little more time for the team to address this and resolved without any harm in both party.

but if he really wanted to push as scam then he can just directly transfer this to scam accusation section and not need to create a new one.

I'm sorry that this is happening to you. In TaC rollbit, there is no clear definition of the terms and conditions for withdrawal of funds, however, the FAQ says that the condition for withdrawal is a deposit of at least $10 and wager $10 in the same place for withdrawal of funds it says that withdrawals in rare cases can be postponed, but this is solved very quickly. The only thing that I do not understand what exactly is being discussed in the TaC for a period of 14 days is with regard to the refund of funds when the order is canceled.
Try contacting someone from support in their discord channel https://discord.gg/Mwx3zqH , there is a senior support and assistants.

From what it sounds like, they called you to see if you cared about privacy, and if so, would have used this as an excuse to ban you. Then, once you went of video call and proved that you are just a normal guy who got lucky, they decided to just stop responding. Little did they know that you would come here and make a complaint...and because you have, they will either concoct a good story saying you violated their terms of service, or, cave and pay you out when they start to see the thread. That's my opinion based on other issues I've read with casinos.

I wish you all the best in getting your withdrawal.

the OP can move this thread to the scam accusations board and follow the format. as rollbit is one of the casinos here with long running sig campaign, i don't think they will not resolve this case as it may taint their reputation. you can also ask help from Hhampuz as he is the CM of this sig campaign. he will surely help you if the team is not responding you for days now.

also, as mentioned above. check the wagering requirement as the OP may have overlooked such requirement. better check their ToS now and see if you still need to comply some of their conditions before withdrawal.

Probably their monitoring system considered the client's actions to be suspicious.
In any case, they must stay in touch with the client and keep him informed about the status of his case.
Agree that waiting without any information is very disturbing and tedious.

Its really frustrating to experience that but maybe Rollbit is doing a sort of investigation on your account soay e try to extend your patience with them since we know rollbit is reputable casino exist in this space. Maybe the least you can do for now is to follow up your case from time to time to be notice by relevant rollbit representative which handling your case to notice you and see that you are ready to cooperate with the investigation happening.

The best way is to post this in the scam section although it is not yet considered a scam the right section to post should be here, to get attention.

Scam Accusations and follow the right format


Lock this thread and create one in the scam accusation section so they will be alarmed that there is an accusation on their platform.

There are resolved and existing accusations on Rollbit I hope they will eventually resolve by creating a thread there.

One rules in some casino.

Most of the casino have "wagering requirement" before you're can withdraw the money, like 1X from the money you're deposit. I read the story you're deposit 12,800$ and only wagering 1000 USD?

Your fund getting flagged with "money laundering" system, that's why the withdraw is not automatically process and need their manual process. Contact them, 4 years in gamble is always the one who got problem is from "sportbet" user due they are activity like this.

Dont worry my friend, Roolbit casino will not scam you for sure because they are a reputable casino --I don't think they will let ruin their reputation with that small amount. They are here for how many years building up their reputation and I don't think they will scam you.
For now, try to contact them again and patiently wait for the result --while waiting try to read again the terms of the withdrawal, perhaps you are suspecting money laundering since you withdraw it after 1 bet. ^{[just my own assumption]}

seems like they were checking whether the OP is money laundering or something(not entirely sure though). they most likely flagged your account after depositing a considerable amount of money and withdrawing all the money from your account after winning 1 bet. anyway, JeromeTash shared the links of their ANN thread and their representative here in the forum, try posting on their thread about this issue. also, would you mind sharing any screenshots of your conversation with their support, I am asking because it will be better if you have evidence to support your claims.

So sorry for your experience with the casino. Rollbit is a reputable casino that has been onboard for a long time now with signature campaign running. I really do not think they have forgotten about handling your case but if I may ask did you use VPN while login into your account?. Nevertheless was the amount you tried withdrawing above the maximum daily withdrawal?
I would advise you be patient with them while you try sending their representative here message as you have been given by a member here. Drop a message with the representative and also drop a comment on their announcement thread together with the link to this thread there so they could give you maximum attention to resolving your complaints speedily.

^I understand you and if that will happen to me, it seems I am also frustrated with this scenario.
I think one option you could consider is reaching out to the support team again and politely asking for an update on your case. You could also inquire about the best way to escalate the issue if you still don't receive a response. The link is given above the ANN thread and the forum representative is also the best way to reach out to them.
However, it is important to remain patient and courteous when dealing with customer support. They are likely doing their best to resolve your issue as quickly as possible, and getting angry or frustrated with them won't help the situation.

Sorry for that bad experience, I wouldn't be feeling happy too if i was in your shoes

They do have an Announcement thread and representative in this forum, but he hasn't been online since 27th Feb 2023. Nonetheless, try sending him a personal message about the issue

ANN - https://bitcointalksearch.org/topic/rollbitcom-cryptos-most-rewarding-casino-5326640
REP - https://bitcointalksearch.org/user/rollbitcom-3067300

Hi Guys,

Decided to try out a new website called Rollbit for gambling. I deposited around 12,000 USD of tether and I want to bet on soccer games. I first placed a 1000 USD bet on a soccer game and won 800USD. I then tried to place a bet on another soccer game for around 5000 USD but it said that the max i could place on that game was only 200usd which was odd. Soo i decided to withdrawal all my money (around 12,800 USD )

After 24 hours my withdrawal did not arrive so I messaged support who asked me to do KYC.

Once I done the KYC, I was messaged by someone called RAZOR who said they wanted to do a video call with me. I said I was ready to do a video call straight away and they said they could do not it then that i should wait till Monday. On Monday, I message Razor to do the video call and got no reply. The same again on Tuesday, no reply from them.

I message support and they say that I just need to wait for the relevant person to contact me but its been 3 days?

Can anyone give a suggestion on what is going on or best way to escalate this. Their site and platform seems good so I would have imagined this is something that they would be able to resolve very quickly? Seems odd they would request a video call and then suddenly just disappear and not respond to any of my requests to sort it out

Thanks Guys - appreciate all the support on this and can anyone let me know if they have had the same experience?!!