The player, a German citizen who resided in Thailand, had his account blocked due to difficulties in verifying his identity. Despite his attempt to use his Swiss details, he faced issues due to his German passport. He had approximately €1,250 in his closed account. The player was allegedly able to provide the necessary documents as proof of his residency in Thailand. On the other side, the casino claimed that the player had not attempted to complete the basic level 1 KYC verification, which required the submission of name and address. In addition, the player's account had been closed due to issues related to sports betting and breaching its rules, so identity verification would not be possible anyway. The complaint was rejected because the allegations related to sports betting play, which was outside our area of expertise.
Rollbit Casino - Player’s account blocked due to verification issues.
Amount: €1,250
Rollbit Casino
Safety Index:Above averageOther
REJECTED
Case summary
Hello, I am currently living in Thailand but have previously lived in Switzerland. The casino asked me to verify my identity, forcing me to use my details from Switzerland. This was because I couldn't verify my identity using Thai details as I don't have any bills or documents addressed to me here.
However, I was unable to verify my identity as I only hold a German passport (which doesn't seem to be accepted, despite me living elsewhere).
Consequently, my account has now been completely blocked and roughly €1250 is still in the account.
I asked the support team what would happen to the money and was told that I have withdrawn more money than what I had deposited.
I can provide documents to prove everything as stated above, of course.
I request your assistance. Regards,
Dear Mauricebonk,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Kindly specify the country of your permanent residency.
- Are you able to verify your address in Thailand?
It's important to note that the casino must consider a player's country of residence. To verify your residency, the player is required to submit relevant documents such as utility bills or bank statements displaying their home address. If you are unable to provide documentation confirming your permanent residence in Thailand, the casino will rely on your German passport. However, without concrete proof of residing in Thailand, the casino cannot verify your account or process winnings. This is due to Germany being a restricted country with an active IP block. Lack of proof may give the impression of VPN usage to manipulate location, accessing the website from a restricted country. Please understand that this explanation is not an accusation but an attempt to clarify why the casino is withholding your winnings.
I acknowledge that the registration process only requires a username, email address, and password, without explicitly requiring the selection of a country. However, I highly advise reviewing the list of restricted countries in advance. This precaution is crucial because, during the eventual account verification process, you may encounter difficulties, as exemplified in your current situation.
I have checked the general terms and conditions and this is what I found (here):
You are not allowed to register on the Website and use our services if you are a resident of Aruba, Australia, Belgium, Bonaire, Curacao, Cyprus, Denmark, Estonia, France, Germany, Hungary, Iran, Iraq, Italy, Netherlands, North Korea, Saba, Slovakia, Spain, St Maarten, Statia, Turkey, Ukraine, United Arab Emirates, U.S.A or the U.S.A dependencies, United Kingdom. We reserve the right to refuse customers from any other countries over and above the aforementioned jurisdictions at our own discretion.
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Hello Petronela,
The country where I currently live permanently is Thailand.
I could verify my address with a 1 year rental agreement, a bank account in Thailand and my visa in Thai.
thanks for the help in advance
Thank you very much, Mauricebonk, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello, Mauricebonk,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.
In the meantime, while we will wait for the casino's response, can you please explain to me how is it possible you have only a German passport (not having any other ID?) and how you meant that you were forced to use your details from Switzerland? If you can prove you are residing in Thailand, why did you not use your Thailand address details? To be honest, it does not make sense that way.
Now I would like to invite Rollbit Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Rollbit Casino team,
Could you please provide us with an explanation of the player's situation in more detail? If he is currently residing in Thailand and can prove it, why has his account been blocked/closed and any winnings confiscated? What steps should he take to unblock the account and withdraw the disputed funds?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? Can you prove he used a VPN to access the casino website or that he breached other rules?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
Hello,
I would like to describe my situation again.
I had to give up my Swiss ID last month because I deregistered from Switzerland and moved to Thailand. There is no such thing as an ID for foreigners in Thailand.
Regarding why I didn't provide my Thai address, I only have invoices from Switzerland, which would have been necessary for verification as the contracts in Thailand go through my wife as this is easier here.
I simply wasn't aware that residents from Germany weren't allowed to play there.
To verify that I live in Thailand, I have a rental agreement with my non-immigrant visa O.
I hope that is explained clearly.
Greeting
Alright, now it is clearer to me. Thank you for the clarification.
However, I sincerely believe that the casino should allow you to complete the KYC/verification if you can prove your residing address in Thailand. It should not matter what your citizenship is. If you live in Thailand, the laws of this country apply to you, and it would not make sense if the casino wanted to reject your verification based on your citizenship.
Now let's wait for the casino's response and explanation.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello again a quick update,
I asked support again whether it was legal for me to play there as a German living in Thailand. As you can see from the screenshots, I didn't do anything wrong.
It's a shame that the casino can do whatever it wants
Dear Mauricebonk,
I was contacted by a casino representative outside the thread recently.
I sincerely believe they will provide me with additional details/evidence and explanation. Therefore, I am now extending the timer by an extra 7 days to give the casino a chance to comment on the case and support its claims with relevant data. However, if no relevant details are provided until the current timer expires, the complaint will be closed in accordance with the information in my previous post.
So, let's wait for their response. In case I have any news or updates, I will inform you.
Thank you for your patience and understanding.
Dear Mauricebonk,
This is the information I have received from the casino representative:
- The casino allegedly has told you at least 3 times you can submit your documentation to complete the KYC but so far you have made no attempt to complete even the basic level 1 KYC, where you submit your name and address
- The casino has a policy where users can withdraw their balance regardless of KYC status unless there are additional flags on the account
- In this case, there are additional flags in relation to the Sportsbook and there are no funds in the account as any profit has been forfeited
- Your withdrawals were higher than deposits, which we already knew
Can you please confirm your disputed amount was accumulated by sports betting?
How do you imagine completing KYC without providing the casino with the required information?
I will ask the casino for more details and further instructions on how to proceed and let you know.
However, could you confirm your casino account profile is completed and what documents you have provided to the casino so far? What documents were provided, and which documents were accepted/rejected?
Can you forward me the communication between you and the casino regarding the provided documents?
Feel free to send it to my email address (branislav.b@casino.guru).
Hello,
The credit was earned through sports betting yes!
On point one, yes, they told me that three times, whereupon I told them that I only have a German passport. If I want to send this in, I am automatically informed that German documents are not accepted, so I cannot send in any further documents because the verification has to be done level by level.
I can provide all the documents, but unfortunately I cannot verify myself via their site as described above.
Unfortunately, no one in support can help you and they always point out that I should verify myself via the website.
I hope it is described clearly.
Dear Mauricebonk,
Thank you for the additional clarification. However, after reviewing further details from the casino, it seems that verification is not the main issue. The casino will not let you verify your account because your account has been permanently closed due to your play/abuse in sports betting.
As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue, and after gathering all the necessary information, it is clear that the allegations relate to sports betting play. Therefore, I am forced to close your complaint as 'rejected'.
I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, ADR, or directly to the authority that regulates the casino.
If it is convenient for you, you can contact me via e-mail (branislav.b@casino.guru).
Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.
Best regards,
Branislav, Casino.Guru
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