Rollbit Casino - Player requested a refund of his deposits.

Dear CasinoGuru;

I am writing to dispute the actions of Rollbit, a casino that allowed me to open a new account without completing the KYC process, even after I had previously self-excluded. As a result, I was able to play and lose a significant amount of money, a total of 10K deposit.

When I contacted Rollbit to request a refund for the losses I incurred, I was told that they do not offer refunds and was subsequently blocked from accessing my account. I find this behavior to be unethical and a violation of the trust that players should have in online casinos. Mind that I was ruled to this illegal site by themselves; I got a mail during the exclusion I had on Stake.com; on a no-deposit bonus of 3330 USD. Which I don't know how these filthy people found my email; I won't be suprised if Stake.com sold my info to them. I went on to lose 6 figures during my relapse caused by Stake(different complaint already in progress.) The account they let me create was under the mail m****@gmail.com. Which with no hesitation was opened with the same phone I have and without even deleting cookies on chrome; which could be easily sawn by Rollbit and could be enforced in to a disclosure of account; but no.

Not only did Rollbit fail to properly enforce the self-exclusion policy, but they also allowed me to deposit money and play without verifying my identity through the KYC process. This is a serious breach of security and puts all players at risk.

I urge you to take action against Rollbit and hold them accountable for their actions. I believe that they should refund me the full amount of my deposit, as well as take steps to improve their policies and procedures to ensure that similar incidents do not occur in the future.

Thank you for your attention to this matter.

Sincerely,

Tetaeridanus.

Dear tetaeridanus,

Thank you very much for submitting your complaint. I’m truly sorry to hear about your negative experience.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you explain in more detail the circumstances of your self-exclusion in the Rollbit casino?

When did you request the self-exclusion and when did you open the second account there?

Is your original account in Rollbit Casino still closed? Would you be able to forward your original self-exclusion request to my email at tomas@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

I asked for exclusion via live support; and my account tetaeridanus closed immedietely which was closed permanently. I self excluded myself 4 days ago and opened new account 3 days ago. When I told live chat I was able to open new account without kyc and deposit 10-12K without even asked on same device was ridiculous and I want my refund; they didn't even answer and excluded me again as well. I want my refund; I don't have documents because of them deleting the account. I hope someone with a gambling problem does not register at this site; they have no self exclusion or AML measures.

I was also ruled into this site by mail. They offered no deposit 3330 USD Bonus on calendar.

tetaeridanus,

Did you pass the KYC verification in your first Rollbit account?

Did you enter any personal information in your second Rollbit account prior to depositing any funds?

No Sir, actually they allowed me to open 3rd account which i lost 40K more. What proof do we need? I didn't pass any kyc.

Rollbit does not attend or give a damn about self exclusion policy; I was not kycd while I opened 2 accounts after tetaeridanus and lost 50K$ . My dispute is now up tp 60K$

I have been able to open two accounts after self exclusion; opened the accounts via the same phone even; and lost ridiculous amount of money, without even asked for my name for kyc. This is a ridiculous site, when I asked for refund they closed my 2.nd account without answering. I opened a 3rd account and lost this amount of money attached via photos. This site is a big scam stay away from it if you have a gambling problem. I was ruled to this site via mail; they knew I had a gambling problem. I want my refund or I will contact authorities.

I am waiting for your reply soon. This has been such a slow chat.

This site preys on customers who have a gambling problem and don't have any measures that try to stop people. They don't even ask for a birthdate. This is illegal; and I hope it gets resolved by new implementations taken place at the site.

Also, these two accounts; that were created all were deposited from the same USDT adress. It is so easy from the site to see that the same person is playing; and they already know it and don't care. I want my refunds as soon as possible.

Can you change the dispute to 60.000$ USA dollars? According to Rollbit Site's TOS rules; they are kycing players who deposit above 2000$? How did I deposit 50K without getting KYC'd from the same ETH adress of USDT as tetaeridanus(first account). This is ridiculous and I want an answer from the casino soon for refund.

Thanks for the detailed explanation, tetaeridanus. I've updated the dispute value of the complaint.

Could you please forward any supporting evidence, chat transcripts, and email communication between you and the casino to my email at tomas@casino.guru?

Did the casino send you a confirmation of the self-exclusion being activated? Please forward it as well for each account created.

I'll await your reply.

Dear Tomas; I did not get any mail. But I was told the casino will make every measure possible for me to be not able to open a new account. They didn't even ask for a birthday; what if i am 15 years old? This is the most ridiculous thing I've seen. How is this casino licensed? If you invite RollBit team here; they can answer your quoestions.

I accidentally sent them to Jozef; now I sent to you Tomas; best regards.

I am waiting for answers Tomas? Mind inviting the casino into conversation? This is ridiculous; without any kyc they let me deposit and lose 50.000+ Dollars on my Third account after self exclusion. This is ridiculous and should be refunded and stopped now!

Thanks for your patience, tetaeridanus. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Peter;

First of all hello; for summary; I lost 60K after permanent self exclusion from this site after openin a new account without any kyc checks while depositing over 70k and withdrawing 10K. I dispute and want my deposits after exclusion refunded, they didn't even ask for my birthdate or first name; this is ridiculous. I hereby dispute the 60.000K lost because of the absence of even minimal KYC checks which is required in their license. Please help me: I'm on the verge of suicide because of stake and rollbit's bloodsucking my all money and left me alone with loan sharks.

Hi tetaeridanus,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Rollbit Casino to the conversation to participate in the resolution of this complaint.

Rollbit has done nothing to prevent me from opening a new account and losing. I expect a refund of two of my two accounts. When I wrote to chat from my second account; I got no reply and got closed conversation. This site should change how it works or it will fail very soon.

Dear Casino Guru team,

I am writing to dispute a matter regarding my experience with Rollbit. After self-excluding from the platform, I was able to open a new account without any KYC checks, including my birthdate and first name. As a result, I lost a significant amount of money, totaling $60,000.

I believe that Rollbit's failure to properly enforce self-exclusion policies and carry out necessary KYC checks is a serious breach of industry standards. It is unacceptable that I was able to create a new account without proper verification measures in place.

I would like to request that the full amount of $60,000 be refunded to me in accordance with your policy. I have already provided you with the necessary information regarding my account and the transactions in question. I hope that you can investigate this matter and reach a satisfactory resolution.

Thank you for your attention to this matter, and I look forward to your response.

Hey there,

Thanks for giving us the opportunity to reply to this.

Using the emails supplied by the player we can see that in the past they did indeed request a self-exclusion, citing problems with gambling. When our support gets a request like this the account is immediately locked down. I can see no deviation from this expected process.

However, what is very clear after looking at the follow up accounts that they made is that they circumvented our measures for preventing further accounts to be created. Specifically, I see the use of VPNs and circumvention of additional measures we have in place for this type of activity.

As there's a clear attempt to circumvent our measures here, we don't find this complaint reasonable.

Please let us know if any further clarification is required.

Thanks,

Rollbit Admin Team

I appreciate your fast reply Rollbit Admin Team; I give you that, much better than Stake. However I didn't even get asked for name or birthdate; which measures did i bypass, you have none.

Best

I see that now you have puten the said measures in place Rollbit; however this doesn't compansate my loss of 60.000$. I want my refund please; thank you.

Hi all,

Thank you for your replies.

Dear Rollbit Casino team,

Do I understand correctly that the player was able to open two more accounts with the same phone number using the same deposit method (same wallet address?) and deposit about $60,000 after being self-excluded? Could you please explain the measures that were "circumvented" and how?

There is NO measure that was taken by Rollbit. This is illegal. I deposited 70K and withdrew 10K after self exclusion WITHOUT ANY MEASURES taken.

Peter, after this complaint I tried to open a new account via the computer I used these accounts with the same vpn; I am getting an error that says I can't open an account. This wasn't the case before they replied this, hence I could open a new account and deposited 70.000 dollars from the same device. I literally opened mehm and ottomanx23x from the same devices and logged in from same devices; and deposited from SAME ADRESS as tetaeridanus 50x times.

" I see the use of VPNs and circumvention of additional measures we have in place for this type of activity."; what did i do to circumvent of your measures. What measures do you have? You don't even ask for my first name while I deposit 70.000 USD. You know I have a gambling problem; hence you invited me to your site with no-deposit bonus ; probably leaked data from stake.com.

Please do the right and refund me my deposits.

Best.

Hey Peter; yes you understand correctly.

Hi tetaeridanus,

Thank you for specifying. Unfortunately, this complicates the whole situation. Casinos, where players don't go through the full verification, have quite limited tools to identify self-excluded players, and the whole process of self-exclusion seems to be a bit questionable. That is the disadvantage of playing in anonymous or semi-anonymous casinos. However, the casino checks and compares the IP and email addresses of the players. The information suggests that you managed to bypass the checks by registering from a different IP address and using different email addresses. If this is the case, it would be close to impossible for the casino to find a match and I'm afraid I won't be able to help you with this one.

I'm sorry but I don't understand this situation. What is your help in this? The casino according to their own site is obliged to KYC check when withdrawing. The lack of KYC checks is a problem and that is not my problem. The casino failed to do KYC checks according to their license; and deserve to refund me. That is it.

Then why is there self exclusion here, if its impossible to self exclude from this site? Who do you help Casino Guru? I don't see any try to help but helping the casinos and their foolish exclusion policies.

Peter;

I really have a hard time looking at your answers without thinking you are taking a side here; you didn't even think one second if I deserve a compensation; which I do as my whole deposits after I opened a account. BEFORE I OPENED this dispute and casino answered; I COULD open new accounts with this computer where I opened. Now somehow I can't , because they prevented it; So they can actually. Your answer does not really answer any of my questions and disputes; you didn't even look at the site's registration steps I suppose; hence you can't register with a phone number on this site. I don't know if you are friends with this casino or not, I don't care. This is unlawfull and illegal; this site says they have a license which requires big players to be KYC'd you already know that. I deposited f***ing 70.000 USDs withdrew 10.000 USDs; without f***ing ask for birthdate. And you answer like this? I hope divine justice finds you when you have a family like me aswell; and lost it all iincluding his house. Then you will have some empathy to people.

Dear tetaeridanus,

I agree with you that the self-exclusion process in this type of casino isn't perfect and that self-exclusion without verifying personal data is difficult. However, this is one of the risks of playing in such casinos. The casino checks and compares IP addresses and email addresses and you managed to bypass both. If you used the same email address and/or IP, we wouldn't have this conversation. Secondly, this isn't the first time this happened to you. I strongly suggest you turn to one of the websites that could help you with your gambling addiction like this one: https://www.begambleaware.org/. Unfortunately, your complaint will be rejected. If you disagree with our decision, please turn to the Curacao EGaming authority (https://www.gaming-curacao.com/). I wish I could be of more help.

Best regards,

Peter