Rollbit Casino - Player's account restricted due to change of device.

I have a bit of a complicated problem. bit of a backstory. I have, a large number of rollbit accounts. Now, in the FAQ, it says alt accounts are allowed if not used for nefarious reasons. I’m just a gambling addict, who believed different accounts had different luck. I never sports bet nor did I take advantage of bonuses (rollbit doesn’t have those) or attempt to battle myself etc.

now, on one of my accounts I cannot access the email used any longer, I.e it is a gmail account and due to inactivity my IP is no longer recognised and I’m unable to log in. This is a problem as rollbit wants me to verify a new device used to log into rollbit. The actual email is verified but the new device is not.

there is currently $1100 in the account that I cannot access. I can prove that every deposit made into that account has came from my bank account, but using crypto exchanges like paybis and mercury/simple swap (so no real wallet)

I am also from the uk, and have been using VPNS to play. I know this is not allowed, however it has never been a problem, rollbit are quite aware that’s where I log in from as it’s in my log in history. And have continued to let me deposit, play, withdraw, and lose tens of thousands of pounds over the course of a year and a half.

im now being asked to complete kyc on this account but I’m sure that will result in account closure and no chance at accessing my money.

is there anything I can do here or do I have to take the unfortunate loss. I do not care about the tens of thousands that they let me deposit and play, I just care about the $1100 in one account. Thankyou

Dear johnjoe1990x,

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.

• Did the casino grant you permission to use a VPN? I've reviewed the website, and it seems that the UK is subject to an IP block.

Additionally, the UK is listed between restricted countries (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, Saba, Slovakia, Spain, St Maarten, Statia, Turkey, 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.

Last but not least, most online casinos permit players to have only one account.

• Have you inquired about the possibility of opening a "large number" of accounts?

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

No I didn’t ask for any permission to use a VPN but I was creating accounts without one enabled, I saw in the FAQ that alt accounts were allowed, I didn’t question how many were allowed

Hi johnjoe1990x,

I have checked the general terms and conditions, and this is what I found (here):

Definitions

For the purposes of these Terms and Conditions:

Account means a unique account created for You to access our Service or parts of our Service.

I agree that the definition may not explicitly caution players against opening more than one account, but having a single account is a standard procedure in the majority of online casinos. Even if we consider the possibility that you created multiple accounts without awareness of the prohibition, it remains evident that you were aware of an IP block for your country. Instead of seeking an alternative casino that accepts players from your country, you opted to use a VPN to circumvent the IP block. It is reasonable to infer that you knowingly violated the casino's measures to prevent players from your country from registering, giving them the rightful grounds to confiscate your winnings.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I understand, thankyou for your help anyway

Thank you very much, johnjoe1990x, for your understanding. I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint.