Rollbit Casino - Player's funds have been confiscated due to account ban.

Background and Initial KYC Attempt

A couple of months ago, an underage or US (cannot remember exactly, we're online buddies - just bottom line he couldn't verify) friend of mine had funds locked in their Rollbit account. I know this wasn’t ideal, but in good faith, I decided to try to help him by completing the KYC on his behalf, hoping to help him access his funds and close the account. To be clear, there was no fraudulent intent or involvement in anything suspicious like money laundering—just me trying to help a friend in a bit of a predicament.

Rollbit’s team, including a representative named Razer, quickly recognised that the KYC was not from the account owner. The KYC was rejected, and they specifically requested that the account holder themselves complete the KYC to proceed (https://imgur.com/a/Y0xJ1OH). This step clearly shows that Rollbit acknowledged the account did not belong to me, and it ended up working out – my friend was able to withdraw his funds, and the account was then closed.

Creation of My Own Rollbit Account and Subsequent Ban

Fast forward, I decided to create my own Rollbit account, made a $1,2000 deposit, and completed KYC under my name, thinking everything was straightforward. However, shortly after, I was hit with a ban for "ban evasion." Along with the ban, Rollbit seized $1,200 of my funds. I reached out to explain the situation, but they maintained the ban and refused to release the funds. (https://imgur.com/a/F5JreBb)

I completely understand that attempting to KYC on behalf of someone else is against policy, and I’ve acknowledged that to Rollbit. But given that my KYC attempt for my friend was rejected, and they explicitly acknowledged that I was not the account owner, it’s clear there was never an attempt to create or control a secondary account. I believe the fact that Rollbit treated the accounts as separate during this process underscores that they were indeed independent accounts.

While I understand the ban may still apply, I feel that seizing my funds doesn’t align with the actual events and circumstances. It seems a bit extreme, especially when there was no intention to deceive, and Rollbit’s own actions demonstrated their awareness of the account separation.

Acknowledgement of Rollbit’s Right to Seize Funds for Ban Evasion

I acknowledge that, according to Clause 4.2 of the Terms of Service, Rollbit may restrict accounts and withhold funds if multiple accounts or "ban evasion" are detected. Additionally, Clause 5.1 allows Rollbit to withhold funds if it suspects an account is being used improperly or for a third party’s benefit.

However, in my case:

Initial KYC Separation: When I attempted KYC for my friend’s account, my submission was rejected, and Rollbit’s team, including Razer, explicitly acknowledged that I was not the account holder. This recognition and subsequent rejection demonstrate that my personal account was separate and independently verified.

No Deceptive Intent: My personal account was funded and verified without any intent to evade previous bans or to deceive, as Rollbit’s own verification process demonstrated.

Request for Fund Withdrawal Based on Terms and Account Separation

With this context in mind, and in light of Clause 5.3, which states, "If we close Your Rollbit Account, and believe […] that any portion or all of the remaining balance is due to You, we will inform You of the available means to withdraw that remaining balance," I respectfully request that my remaining funds be withdrawn. I believe this clause applies here, given the account’s independent verification and clear separation.

Hello XBT6K,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rollbit Casino. Please allow me to ask you a few more question before we would move forward.

• Did your friend ever use your device or you did use his while trying to finish his KYC?
• How long after his account was closed did you create your account?
• Was your account closed during KYC?

Looking forward to your answer.

Regards,

Nick

Please let me clarify the details regarding the KYC process and my account timeline to address your recent questions.

Device Usage for KYC on Behalf of Friend: Approximately six months ago, I logged into my friend’s account on my MacBook solely to assist him with his KYC process- I used my own device for this, he never used mine nor did I ever use any device of his. Rollbit’s system correctly flagged this as an unusual login, and the KYC was ultimately denied, as it was recognised I was not the account holder. This decision explicitly separated my friend's account from my own.



Account Timeline: I used ChatGPT to formalise my opening message, although it's made one error that you've brought my attention to. I created my Rollbit account on October 2023. Around the same time, I also registered with other online crypto casinos, including Stake, as I was exploring various platforms. My Rollbit account remained dormant until I encountered an annoyance with customer support on Stake (which remains in good standing & with a rather deep PNL loss haha) and decided to try Rollbit instead. I transferred funds to my Rollbit account and began using it two nights ago, which is when the issue arose. The KYC incident with my friend occured on the 1st of June 2024. My account details (username, wagered, account creation etc): https://imgur.com/a/Zv6lXBn

KYC: My recent KYC submission was entirely voluntary and not due to any system prompt or flag. After submitting it, I received a rejection notice with instructions to contact customer support. When I attempted to withdraw funds, I received a similar message, after which I contacted support. I was then informed that my account was allegedly related to "ban evasion," which, as clarified, was a reference to my friend's account—a detail I was previously unaware of. My account was open prior to the KYC, although now is banned & closed with a refusal to release my funds

I apologise for any confusion this may have caused, and I hope this clarifies the details sufficiently. Thank you again for your time and assistance in reviewing this situation.

Hello XBT6K,

Can you please clarify how did the casino find out that you wanted to verify your friend's account? Did you tell them that or did you try to use your own documents to finish the verification?

If possible, please forward the communication to nikolas.b@casino.guru as well to further review your case.

Regards,

Nick

Dear XBT6K,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.