Rollbit Casino - Player’s account has been closed without proper justification.

Rollbit has banned and wiped out my account with $64K on it. They argue that this is because I am in breach of their ToS, as I have logged in on an "unauthorised location".

I have been using Rollbit for a long time and I signed up in Luxembourg, the country which I live in. I am originally from Spain and use a Spanish phone data provider, which consequently shows my location as Spain. However, I have never received or been prompted a popup saying that I was connecting from a restricted location. So I want to clarify that I have never knowingly breached the terms. I also understood I was adhering to the rules, given, as I say, I was connecting from Luxembourg, where I live. Therefore it came at great surprise for me when this is all of a sudden an issue.

I must point out that I have been making deposits and withdrawals for over a year now without any issues, it was only when I won considerably when suddenly they came up with this issue, given that I was getting no pop up or prompt that logging in from Spain will result in my account being completely wiped.

All I am asking at this point is that they allow me to fully KYC if necessary, to prove that the above is true and I do in fact reside in Luxembourg (authorised location), so that they will let me withdraw my funds and move on.

I have already provided them with proof that my phone provider will show my IP is in Spain even while connecting from Luxembourg (explained on an email by them), as well as providing all the relevant information to prove that I live and reside in Luxembourg, including payslip, employment contract, Spanish ID, LUX residence permit, social security card, utility bills as well as tenancy agreement. Going far and beyond what would be expected in a KYC process.

Having some back and forth with their compliance team, they have completely disregarded my proof and are looking the other way, I am asking for some help on this regard as they should not be able to get away with this after all the proof I have provided.

Dear petermario,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Was your game activity made from Luxembourg only using your device exclusively?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your communication with the casino from your attempts to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Thank you Tomas, please see below answers to your questions one by one.

1. My account was opened the 24th of March 2023, and it was blocked the 10th of June 2024 after a large win and a large withdrawal (c.$20k).
2. Yes, the game activity was in Luxembourg with the same device.
3. A mixture of slots and sports.
4. No, I did not use any bonus.
5. Yes, I will attach by email my communication with them, please see a detailed summary of the communication and responses in the bitcointalk forum where I documented everything: https://bitcointalk.org/index.php?topic=5499584.0

Thank you very much and let me know if you need anything else.

Thanks for your patience.

The main point in your discussion with the casino seems to be the instance where you admitted to having moved to London, later describing this as a mistake or misunderstanding.

Could you please explain in more detail these circumstances?

Yes, it seems they are holding on to that. As explained to Rollbit as well, I said this because I thought I could withdraw my funds without having to KYC (as I had been able to do for almost 2 years). I already acknowledged this mistake on my side and provided more than ample KYC proof to make up for it.

As to why London specifically, I explained this in the bitcointalk forum. I was in very advanced talks to move to London within my company. However, for various reasons I ended up staying in Luxembourg (I got promoted).

As I said, I have acklowedged this has been a mistake on my side, which I have compensated for by providing more extensive KYC documentation than would ever be necessary (payslip, employment contract, Spanish ID, LUX residence permit, social security card, utility bills as well as tenancy agreement), and I am open to provide anything else Rollbiy might need/require.

Moreover, I would like to add that I also provided Rollbit with proof around the IP connections made from the UK, arising from my UK mobile phone. My provider also confirmed that when I connect from Luxembourg, my IP will show in the UK (same as with the Spanish provider). As I also explained to them, I had to acquire a UK phone number given I commute to London from time to time for work reasons.

Thank you very much, petermario, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello petermario,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Rollbit Casino to join the conversation and participate in the resolution of this complaint.

Dear Rollbit Casino,

It seems that the player has mainly logged in to their account from either a Spanish or UK IP address. Can I ask you to clarify the IP address that was used to register the account initially?

Kind regards,

Adam

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 Adam,

Apologies for the delayed reply.

This matter has already been explained to the user several times to the user, they have gone through our complaints process where it was clarified further and even publicly at Bitcointalk.org by one of our senior members of staff.

We consider the matter to be closed and it should have already been resolved by the post made at Bitcointalk.org back in June.

Please refer to the post for further details regarding the IPs and the data behind the decision.

Hello Rollbit Casino,

Thanks for your response. I have already read through the forum, and I appreciate that this isn't the first time that the casino has explained the situation. However, I have not been able to find an answer to my question - which IP address (from which country) was used to register the account in the first place? Additionally, what is the casino policy if a player decides to move to a restricted country?

Kind regards,

Adam

Hello Adam,

The registration country doesn't really matter, but it was not Luxembourg since there are no IP hits from there.

If a player moves, or uses the services from a restricted territory, their account will be closed as per our terms and conditions.

Hello Rollbit,

I ask about the country of registration because I am trying to determine what measures are in place to prevent players from registering from a restricted country. Also, the player states that they have made withdrawals previously, was no KYC or check done in the past?

Kind regards,

Adam

Hello,

Since Spain and UK (where almost all connections came from) are both restricted territories, you are not allowed to join from either of them. This is clearly mentioned in our Terms and Conditions.

KYC checks are done when so deemed necessary as per our Terms and Conditions, and as per Curacao license requirements. It is completely situational and each case is different.

We do understand your intent to mediate the matter, but the user clearly breached our Terms and Conditions and the account closure was done completely within our rights.

Hence we consider this case closed, and have done for quite some time.

Hello Rollbit Casino,

I appreciate that the player is not allowed to register from the UK or Spain according to the terms and conditions but if the casino has allowed the player to do so anyway, and deposit and play, then winnings should also be paid out. It would also be unfair to confiscate winnings merely because a player is relocating to a restricted country.

With all cases that are brought to us, we ask the casino for sufficient evidence to support its decisions, and so I would like to ask the casino to provide such evidence, either here or to my email (adam.m@casino.guru).

Kind regards,

Adam

Hello Adam,

As we mentioned earlier, all the needed evidence is in the link to the conversation on Bitcointalk -forum.

Should a player breach our Terms & Conditions, for example by residing in a restricted jurisdiction, there is a high possibility that certain actions will be taken that may result in a situation such as this one.

Therefore, any actions taken in this case in particular are perfectly in line with our Terms & Conditions as we have explained to the user many times by now, and we consider the matter closed correctly.

Hello Rollbit,

Once more, although I have been through the thread I still have questions which are unanswered, and would require further information to be able to mediate effectively. As mentioned, it is relevant to determine which IP address was used to register the account in the first place. It is also relevant that if the player earned funds legitimately (i.e. from play in an allowed country) those funds should be paid to them. If the player does move to a restricted country, it is of course at the discretion of the casino to close the account and stop offering services to the player, but this shouldn't be a reason for confiscation of funds previous to this.

The whole decision appears to have been based upon the IP addresses used by the player through the history of their account. We have seen in many cases that IP address alone is not always reliable, and the player's explanation could be viable. It would therefore be fair to allow the player to at least try and verify this explanation, as well as themselves, before making a final decision.

I would like to ask the casino again if it could provide us with any further details.

Kind regards,

Adam

Hello Adam,

We dont feel the need to provide any further details as the matter has been explained in great detail to user already several times. We do understand that they are not happy with the decision, but it is final.

As mentioned, the registration IP bears no value in the case of Terms and Conditions being breached later on. This can all be found from our Terms and Conditions.

We would also like to mention that this is not simply based on IP addresses, but also other information which verifies beyond reasonable doubt that the user is located in a restricted territory.

Hello Rollbit Casino,

We have discussed this case at our weekly management meeting, and have come to the conclusion that there is not enough information to completely disprove the player's claims.

We believe that the player should be given the chance to verify themselves and that they played from an allowed country, as if this can be proved sufficiently there wouldn't be grounds to confiscate the winnings.

The casino has mentioned that there is other information that verifies the player played from a restricted country. We would need to know more in order to make an informed decision that is fair to all parties. Unfortunately, if the casino is not willing to cooperate with us in mediating this complaint, we will have no choice but to close it as 'unresolved', and this will have a negative effect on the Safety Index of the casino

Kind regards,

Adam

Hello,

Thank you for your reply.

Even if we were to let a player who is in this situation "re-verify" themselves, this would not change the status of the account or the funds since they have already been unequivocally placed into a restricted jurisdiction, something which breaches our Terms and Conditions.

Hence, we don't see that this is necessary, as it would not change the outcome.

As mentioned earlier, we consider the matter closed.

Thank you for your response, Rollbit Casino.

We believe that more information is needed to be able to make a fair assessment of this case. As the casino maintains that the matter is closed, we will close the complaint as mentioned and mark it as unresolved.

Dear petermario,

As we are not able to get any more information from the casino, we are unable to investigate the situation effectively. I’m afraid there is not much that can be achieved without cooperation from the casino.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

This casino operates with a license granted by the Curacao Gaming Control Board. This regulator states that they do not resolve individual disputes between players and gaming operators, but if you do wish to contact them you can do so here (https://www.gamingcontrolcuracao.org/contact). Please let me know how they respond (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam