Rollbit Casino - Player's account is restricted.

Dear CasinoGuru

I am writing to formally address the issue I encountered while using Rollbit. Despite residing in a restricted country, I was able to register, complete KYC verification up to Level 3 (2 years ago), deposit over $20,000, and gamble on the platform, leading to significant financial losses.

Rollbit's terms clearly state that users from restricted regions should not be allowed access; however, I was able to bypass these restrictions without any warning or prevention.

Not only I was able to deposit, gamble and withdraw, but also to submit a Level 3 KYC though their third party service from restricted country when they requested me to fullfill my KYC.

Furthermore, a few days ago, my KYC status was entirely removed, and my account now reflects as non-KYCed. Following this, my account has been restricted from accessing the entire website. This sudden removal of KYC status and restriction occurred without explanation or prior notice. Additionaly support gave generic answer regarding an update on their KYC system, which apparently affected only me as user, not all the other users I know playing on casino.

I believe Rollbit has failed in its duty to enforce its geographical restrictions, allowing me to access the platform, deposit large sums, and subsequently lose all the deposited funds. I am therefore requesting a full refund of the total amount deposited, or eventually the total recoup of losses, since luckily I managed to withdraw some funds, and a thorough investigation into this matter.

Even more serious question is the fact that they removed a very large amount of deposit transactions from my deposit section in the website, but of course blockchain is public and immutable so every single deposit to the platform can be tracked.

I am not attaching relevant documentation here, but I am willing to cooperate if needed.

I appreciate your prompt attention to this matter and look forward to a resolution as soon as possible.

Thank you for your understanding.

Dear quitemad,

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

I understand your dissatisfaction, and we agree that ideally, customers living in restricted jurisdictions should have their access to the casino blocked using geo-blocking software. However, this is not always the case.

In instances like these, we investigate only when players register at the casino using their correct personal information, deposit money, win, and the casino refuses to pay them out based on the fact that they reside in a restricted country.

However, if the casino allowed you to register and play, and you lost your deposited balance through regular gambling, we are unable to ask the casino to refund your lost deposits.

Please let me know if there is anything I might have overlooked, otherwise, I will be forced to reject this complaint.

Thank you for your understanding.

Best regards

Veronika

That's ok if you can't do anything.

Other than the impossibility to get my funds back, there are few things that concern me quite a bit:

• are they even legally allowed to remove a kyc from a user? let's suppose an investigation start, there is no evidence (other than my screenshots) that they let me play, level3 kyced even tho their license/regulator won't allow it
• isn't allowing players from restricted regions to deposit, kyc, gamble, lose money, considered the same as operating against their license? shouldn't this be considered as a negligency and so possibly punishable?

I ultimately think that this is the real way they make money, because I'm pretty sure I'm not the first one nor the last one user that got baited into this fishy business.

Btw if there is nothing you can do thanks anyway for your time.

Regrettably, Casino.Guru is unable to address complaints specifically related to licensing regulations and policies. We do not have the authority to evaluate whether certain casino procedures comply with their regulator’s requirements. While we understand this may be frustrating, our role is limited to mediating disputes between players and casinos rather than enforcing regulatory practices.

As I mentioned in my previous reply, we only investigate issues related to players from restricted countries when there is evidence that the casino allowed them to register with accurate information, and then unfairly forfeited their winnings solely because of their location. In such cases, it’s clear that the casino’s actions are not aligned with fair play, and we step in to help.

If your account was closed when your balance was zero, unfortunately, there’s little we can do. Casinos can choose which customers to serve and close accounts at their discretion, as long as they pay out players' rightful winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.