Rollbit Casino - Player’s winnings were confiscated.

Hello CasinoGuru Team, 

I've been playing at Rollbit for almost six months, and everything was fine until recently.

Made a lot of deposits and withdrawals, winning some and losing some. It was a standard online casino experience, similar to what I've had at other sites.

But now they have confiscated my winnings with a vague accusation of "abuse."

From my perspective, I haven't done anything wrong. Could you please help me recover my winnings?

Thank you.

Dear russo222111,

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. 

• Has the casino closed your account as well?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your winnings with the help of a bonus? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Please include the correspondence in which the casino specifies accusations against you.

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

Greetings Tomas, 

Thank you for your response. 

To address your questions:

1. Yes, Rollbit has closed my account.

2. I won most of my winnings playing blackjack, though I also played slots and other games during my winning streak.

3. No, I didn't use any bonuses.

4. I've forwarded all correspondence with the casino regarding this matter to your email (tomas@casino.guru)

If anything else is needed, please let me know.

Thank you very much, russo222111, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi russo222111,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Rollbit Casino to the conversation to participate in the resolution of this complaint.

Hello russo222111, Peter and Tomas,

We are of course happy to share our findings and the reasons behind the account closure, as we did when we replied to the user's official complaint not too long ago.

As a regulated casino, we strive to ensure that all our users can have a safe and fair experience at Rollbit. This includes, but is not limited to, adhering to the Terms and Conditions to which users agree to by creating an account with us.

In this instance, the game provider flagged the gameplay of russo222111 to us, and upon investigation it was detected that they had utilised betting techniques designed to circumvent the standard house edge, therefore breaching our Terms and Conditions (Clause 5.4).

As this breach can cause the termination of the account and retaining any funds on the account, this was the outcome with russo222111’s account. If you provide us with an email address, we are happy to provide the proof which we received and led to the user’s account being closed.

We want to emphasise that we only go to such measures only when we have to, and to maintain the interest of fair play to all our users.

Should you have any further questions, please do let us know, we are happy to cooperate in any way we can.

Best regards,

Rollbit Compliance

Dear Rollbit Casino team,

Thank you for your reply. Please forward the evidence to my email address (peter.m@casino.guru).

Hello everyone, 

At the moment looks like Rollbit has cut my winnings because I am a good Blackjack player, and that's it. Yes, I play smartly and I play by the book, to minimize the casino's edge. 

Also, I want to note that according to CasinoGuru fair gambling codex, it is not considered cheating when a player uses their mental abilities to gain an advantage in the game. 

I understand if you want to block my account or restrict my access to Blackjack because I play too well. However, retroactively cutting my winnings is unfair and goes against standard online gambling practices.

Thanks.

Hi russo222111,

We received a message from the casino stating that you submitted a complaint to the Curacao gaming authority and it won't be able "to disclose any further information to a third party regarding the case until this has concluded". I'm afraid, now we will have to wait for the authority's verdict to continue with the investigation. I will close the complaint as "waiting for the regulator". It will be reopened in three months. If you have a statement from the regulator before that, please let me know.

Dear russo222111,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Thank you, Peter, for reopening the case and keeping me informed.

Unfortunately, I have yet to receive any answers or updates from the Curaçao Gaming Authority. 

Could we please keep this complaint open? I will inform you immediately once I receive a response from them.

Thank you for your assistance with this matter.

Hi russo222111,

When did you contact the gaming authority?

Dear russo222111,

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.

Hello everyone, 

The first contact attempt was made on June 18th, followed by a second attempt on July 13th. Unfortunately, I received no response on either occasion.

Thank you.

Dear russo222111,

Since the old Curacao gaming sublicenses are slowly expiring and the casino is in the process of getting the new one, could you tell me which one exactly you contacted? Did you fill out a form or did send an email? What website or email address was it?

Hey!

I've contacted them directly via the following email: complaints@gaminglicences.com

Thank you.

Dear russo222111,

Please forward the email you sent to them to my email address (peter.m@casino.guru).

Dear russo222111,

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.

I apologize for the long reply. I forwarded the email I sent to the license to peter.m@casino.guru

Hi russo222111,

Thank you for your email. If you haven't heard from the gaming authority, let me check if the casino did.

Dear Rollbit Casino team,

Have you received any information from the gaming authority?

Hello,

No, we have not heard anything from the Regulator regarding this matter.

We will let you know if we do.

Dear Rollbit Casino team,

The conclusion of this complaint was delayed based on the following statement:

"we have an ongoing investigation with a regulatory body, we are not able to disclose any further information to a third party regarding the case until this has concluded."

As the gaming authority doesn't seem to react to the player's complaint, we see no reason why you can't provide evidence to support your claims now. Please forward all evidence to my email address (peter.m@casino.guru).

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.

Hi Peter,

My colleague who was originally dealing with this case has recently moved on to greener pastures and i have re-reviewed all the historic information regarding the above.

I would like to clarify a few points here:

1) Complaints@gaminglicences.com is associated with Antillephone N.V. (holder of Curacao Master Licence #8048/JAZ). As such, it would be unlikely that they would respond to a complaint raised regarding a casino which is not registered under that master licence.

2) Our Master Licence holder at the time was Gaming Services Provider N.V #365/JAZ and we have not received any communication from them regarding this case.

3) While the initial communication from the player was with legal@rollbit.com (29 May 24), it was passed over immediately to compliance@rollbit.com and it was the compliance team who were communicating with the player, responding on 04 June 24 and advising that all further correspondence should be directed to them at the compliance inbox.

4) Following a review and evidence available, the compliance team confirmed the decision and provided ample reasoning for that decision on 05 June 24.

5) On 18 June 24, the player formally lodged a complaint with complaints@gaminglicences.com and cc'd in legal@rollbit.com, while failing to include compliance@rollbit.com as advised.

Once a formal complaint is instigated, our teams are understandably stood down and prohibited from commenting on a case until our Master Licence Holder has concluded their review and reached a decision. While in some particular cases, the Master Licence Holder will request additional details and evidence, it is not uncommon for them to carry out the review and reach a decision using the information already available to them, especially when the originating flag comes from one of our reputable 3rd party providers.

This process has been agreed and implemented for several very good reasons which im sure you can acknowledge and appreciate:

Bad actors are continually probing our detection methods (and indeed using sites like casino.guru to help obtain this information) to enable them to circumvent these systems. As such, we do not (and are not required to) provide 'evidence' to any unrelated 3rd parties who do not have a contractual agreement to us with regard to the control and use of this information. We cooperate fully with the regulator and (regularly) provide this additional evidence to our Master Licence Holder and the GSC when requested, as this is a condition of our licence.

6) Our Terms & Conditions enable us to close an account where we suspect foul play or have an account flagged to us by a 3rd party, and in fact we are obligated under our own terms with those 3rd party providers to remove players where they advise of us of suspected foul play.

7) Casino.guru's process of complaint handling in which a complaint may be ruled in the players favour due to 'lack of evidence' disregards both the legal GDPR and legal representation obligations, and also any security concerns of the casino. Rollbit are fully cooperative with the agreed complaints procedure of the licencing authority, a procedure which casino.guru are not party to. We try to be as accommodating as possible in these public forums however expecting 'evidence' to be provided leaves the casino in an often untenable position.

We would invite the player to submit a formal complaint to the correct licencing authority and we will duly respond to any requests, once this has been received. Please also cc in compliance@rollbit.com.

Thanks

Rollbit Legal & Compliance