Rollbit Casino - Player’s active balance has disappeared.

I was playing on Rollbit. I had a 300 USD dollar Balance. All of a sudden, I was left with pennies in my account and noticed that a withdrawal was pending. That I did not initiate, I immediately messaged support and let them know I did not initiate that withdrawal. Before I could check the account activity. They disabled my account. So I had no way to check and see where the login was made. I am left to believe that this may have been an inside job, as I did not login to any phishing or mirror site. I asked them to email me the account log activity so I could at least see what happened and I was met with a rude customer service agent "Moonlight". As soon as I let them know my money was taken they blocked me from the site, not allowing me to see the login activity and I asked could they send it to my email associated with the account. The money was already gone they basically blocked me from at least attempting to figure out who took it. So I would like a refund since they are unhelpful and not allowing me to view transaction ID or Login info to figure out the source of the theft.

Dear fryetyler,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please confirm that you haven’t provided access to your account to anyone else. Was your account successfully verified in the past? How many payment methods you have used previously to withdraw your funds and could you name them, please?

If there's any relevant communication you can forward it to petronela.k@casino.guru. The uploaded screenshot was unfortunately too blurred.

Looking forward to hearing from you.

Best regards,

Petronela

I do not understand how they can see a player playing in Japan region. And then a Finland player logs in and withdrawals and even if assuming a VPN which is what supports says they do, how does it not at least trigger a suspicious withdrawal?

Dear fryetyler,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please confirm that you haven’t provided access to your account to anyone else. I HAVE NOT. Was your account successfully verified in the past? Yes it was verified. How many payment methods you have used previously to withdraw your funds and could you name them, please? Only BTC

If there's any relevant communication you can forward it to petronela.k@casino.guru. The uploaded screenshot was unfortunately too blurred.

Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much, fryetyler, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 fryetyler,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Rollbit Casino to join the conversation.

Dear Rollbit Casino,

Can you please provide information if the player's account was accessed with the same credentials as the player's? If the withdrawal has been requested to a different BTC wallet than the player has used normally, why was this not verified prior to the withdrawal? Why has the withdrawal been not stopped when the player has informed you that it was not them who submitted the withdrawal?

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.

Hey there,

Thanks for giving us an opportunity to reply here.

On the 3rd of May, the player notified our support that their account was likely compromised due to an unauthorised withdrawal.

Our support took immediate action to secure the account.

Unfortunately, in this case it seems like the account was indeed compromised and a value was withdrawn from the account. It's impossible for us to restore funds that have been successfully withdrawn via cryptocurrency.

While we take player safety and security seriously, it's ultimately up to the player to keep their credentials safe. We can only do so much in that regard, if a player reuses credentials from compromised services or falls for a phishing scam, it's ultimately them giving a third-party access to their account.

It's always our recommendation that players utilise unique credentials on Rollbit and enable 2FA. It looks like the player here enabled 2FA after this incident, which should prevent further scenarios like this.

In regards to the questions posed to Rollbit;

• It's impossible for an account to be accessed with credentials other than what the user has set on their account. By secure design, we cannot possibly know what the user's credentials are.
• By design, Bitcoin heavily encourages mutability with regards to addresses. It's therefore not our position to judge what withdrawal addresses a specific account uses. However, we do have a security system in place which aims to catch events like this. One such feature of the system is maintaining a large database of known addresses associated to bad actors (sanctions, fraud etc).
• The withdrawal was already in a state of processing so could not be stopped, unfortunately.

Please let us know if further clarification on this case is required.

Thanks,

Rollbit Admin Team

Thank you for the response, Rollbit Admin Team.

Dear fryetyler,

Although I can understand your frustration, sadly I'm afraid we won't be much of a help here. If your login has been compromised, which it appears it was, there's not much we can do for you. Unfortunately, cybercrimes happen more and more often and the only advice that we can give to all the players is to be extra careful with suspicious emails and to protect login information as well as to set 2FA as soon as possible if it's available in the casino. As the casino has stated, "It's impossible for an account to be accessed with credentials other than what the user has set on their account. By secure design, we cannot possibly know what the user's credentials are." So if someone else has used your correct credentials to access your account when you have not activated the 2FA the casino system thinks it is you who entered your account.

Although we would like to help, you need to please understand that proving that a third party entered your casino account is something that authorities such as the police should deal with, not our forum. Sadly, we do not have the resources to investigate such cases.

Please, let me know if there is anything else we could help you with, otherwise, as our capabilities are limited in this matter I will be forced to close this complaint. Thank you for your understanding.

Dear fryetyler,

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.

Dear fryetyler,

Unfortunately, you have not responded to our messages and questions. Consequently, we are unable to investigate further if we can help you with something else and have no choice but to reject this complaint.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal