Rollbit Casino - Player requests a refund of his deposits.

Dear Sir/Madam,

Please read my complaint below:

Dear Rollbit,

I found your casino online and liked the welcome package, so I went to the site and signed up. Generally if a country is blocked they will not allow you to register at all. Once I registered I played several deposits. I read on another forum that the Dutch/Netherlands is restricted on all casino's without a valid Dutch license from the KSA. I was shocked that they had not only allowed me to register, but also allowed me to make several deposits. I have never had a casino be so purposely deceptive. Rollbit allowed me to make several deposits totalling approximately 9000 euro. This is a huge amount, fraudulently allowed me to continue to deposit. There is a paragraph hidden in the T&C's but it is not predominant and when a casino allows you to not only register but also deposit AND you are in contact with support and they still are deceptive in not stating that all deposits would be void, that is fraud and theft in my opinion and very shady.

In addition in your AML stands the following;

In accordance with the AML legislation, rollbit.com has appointed the "highest level" for the prevention of ML: The full management of Bull Gaming N.V. is in charge.

AML policy changes and implementation

requirements:

Each major change of rollbit.com AML policy

is subject to be approval by the general management of Bull

Gaming N.V.

Three-step Verification:

Step one verification:

Every user and customer may be required to

complete step one verification to withdraw. Regardless of the choice of

payment, the payment amount, the withdrawal amount and nationality of the

user/customer, step one verification may be required to be done first. Step one

verification is a document that may be required to be filled out by the

user/customer themselves. The following information may be required to be

filled in: first name, second name, date of birth, country of usual residence,

gender and full address.

Step two verification:

Step two verification may be required to be

done by every user which deposits over $2,000 (two thousand US Dollars),

withdraws over $2,000 (two thousand US Dollars), or sends another user over

$1,000 (one thousand US Dollars). Until step two verification is completed, the

withdrawal, tip or deposit may be held. Step two verification may lead the user

or customer to a sub-page where they may be required to send their ID. The

user/customer may be required to take a picture of their ID next to a piece of

paper with a six-digit, randomly generated number. Only an official ID may be

used for ID verification, depending on the country, the variety of accepted IDs

may be different. There may also be an electronic check to see if the data

inputted from the step one verification is correct. The electronic check is

done via two different data banks to ensure the given information matches with

the document provided and the name from the ID. If the electronic test fails or

is not possible, the user/customer is required to send in a confirmation of

their current residence. A certificate of registration by the government or a

similar document is required.

Step three verification:

Step three verification may be required to

be done by every user who deposits over $5,000 (five thousand US Dollars),

withdraws over $5,000 (five thousand US Dollars), or sends another user over $3,000

(three thousand US Dollars). Until step three verification is done, the

withdraw, tip or deposit may be held. For step three, a user/customer may be

asked for a source of wealth.

There have been no KYC checks, I could easily sign up from the Netherlands and play. I have recorded all of this and saved for a potential lawsuit. If you would like, I can share the video's with you. I also show that I do not use a VPN or something similar by showing my IP on whatismyip.com 

I requested a refund. I can see how this is ethical. It is blatant theft. I would like a full refund of my deposits and think that is an absolutely completely reasonable request.

Thank you for your help in this matter.

Greetings,

Stijn *****

Sources:

https://calvinayre.com/2019/08/19/business/kindred-unibet-fined-dutch-gambling-regulator/

https://www.flushdraw.net/industry/netherlands-ksa-fines-bwin-e350000-over-unlicensed-online-gambling/

https://www.gamblingnews.com/news/royal-panda-and-leovegas-fined-825k-by-ksa/

Citing ‘’ It is currently still prohibited to offer online gambling services to Dutch residents’’ 

‘’ To determine which operators the DGA should target, it has developed some so-called 'prioritisation' criteria. These criteria indicate that the DGA will, generally, focus on gambling websites that use a .nl domain, are in the Dutch language, advertise through Dutch media, offer certain payment methods popular among Dutch consumers (such as iDeal), and/or that fail to employ technology to block Dutch IP addresses (geoblocking)’’

Dear Stijn123,

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

I checked the casino website using a VPN from the Netherlands and this was the result:

Could you please explain if there is any remaining balance on your casino account?

Thank you in advance for your reply.

Best regards,

Tomas

Hi, this is true. But you can create an account and once created, you can easily click this away and you can play all the games. They do not meet their AML policy. And do not check my ID or ask for personal details. So this could have been prevented if they did their checks.

Dear Stijn123,

Please note we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. 

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here (but correct me if I am wrong, please).

Please let me know if there is any additional information that I have overlooked, such as if there is any balance withheld on your casino account, but I’m afraid I will be forced to reject your complaint as unjustified. I'll await your reply.

Dear Stijn123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.