Rollbit Casino - Player’s winnings were withheld due to geo-restrictions.

A few days ago i deposited some money to play on rollbit. To deposit they required me to verify my ID so i did and it got approved, i managed to make $4100 profit and withdrew my deposit ($1100) right after that they asked me to do another level of kyc (level 3 where you have to add a selfie) so i did that and it got approved again. Right after that they wanted me to do another level of kyc (level 4, address verification) for context i am a dual resident of the netherlands and norway and during the time of this i was in norway (still am right now) however i used the address verification of my residence in the netherlands as i thought the kyc was just for anti fraud purposes and still had that bill on my phone from another verfication i did. They locked my account with the $3200 inside for geo restrictions and are not letting me re-verify my residence in Norway. My friend is down over $15k on this site and has never been asked to do a KYC check, to me it seems like they are using geo restriction as an excuse to make players forfeit big wins while they use the argument "You have already withdrew your deposit back" but they would never return the deposit if a player is in a loss. Casinos like stake would never hold your winnings like that and would instead put you in a "withdraw only mode". I personally think if they allow a player to gamble (taking the risk to lose it all) he should always be allowed to withdraw his winnings / remaining balance as long no fraud is involved.

Dear leftlanepapi,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’re experiencing with your account on Rollbit. To help us better understand and investigate the situation, could you please provide a bit more information?

• Could you clarify in which country your permanent address is located?
• Have you received any written communication from Rollbit regarding the KYC levels and the reasons for each verification stage? If so, could you provide screenshots or details of these communications? My email address is petronela.k@casino.guru.
• Have you ever accessed the website and played in this casino while being in the Netherlands?
• Have you attempted to provide additional documentation to verify your current residence in Norway? If so, what was the response from Rollbit?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela thanks for your reply,

I have been staying in Norway since last year December (9 months now) i had to apply for a residence permit and it got approved.

Reasoning for me staying here is personal stuff but im living with my dad while splitting all the bills, i work remotely for a dutch company while being a tax resident in Norway.

I have never accessed rollbit while in The Netherlands, i asked them why i had to suddenly complete 4 levels of kyc after a big win and got the standard "Rollbit reserved the right to request KYC at any time." back.

I am ready to provide all the necessary documents to rollbit of my residence here but they are refusing to let me do so.

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

Hi leftlanepapi,

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 Peter and leftlanepapi,

Happy to elaborate on the circumstances for you.

As per the requirements of our license, there are certain territories from which players are not allowed to join and use our services. However, it is also of course possible for someone to mask their actual whereabouts with certain tools if they wish to do so. That being said, this is not allowed, and it is made clear in our Terms and Conditions.

If a player does submit KYC documents from a restricted region, we have no other option but to assume that they reside in said region and close their account, as we cannot risk having players from restricted jurisdictions using our services. This is also mentioned clearly in our Terms and Conditions, which we assume all players familiarise themselves with prior to joining.

Should a player would reside in a non-restricted region, we don't see why they wouldn't immediately submit documents from that region, proving they are playing on the site legally. There shouldn't be an issue submitting these documents if that indeed is their permanent residency.

Once a user has been confirmed to reside in a restricted region via the documents they submitted, it is not possible to "re-verify" yourself to another location and reverse this decision, as they have already breached the Terms and Conditions by confirming they resided in a restricted region while using our services.

Hopefully this clears the situation for you, happy to elaborate if needed!

I would like to repeat to say that I am a dual citizen and have never used a VPN or any other tool to mask my location while using rollbit. From the very beginning, I submitted my Dutch identification documents, which were accepted by your team without any issues and i could deposit and gamble as much as i wanted to.

While I understand your need to comply with licensing requirements, I am fine with closing my account and I believe it is only fair that I should be allowed to withdraw my legitimate winnings. The argument that "I have already withdrawn my deposit"is not fair, as it doesn't considerate that the risk I took while gambling on your platform and i could have also lost everything. You let me play on rollbit with my dutch documents so why not let me withdraw the remaining balance.

Hi all, thank you for your replies.

Dear Rollbit Casino team,

How is it possible that the player got through the verification process with the Dutch ID etc.?

Hello,

Of course, happy to elaborate to the extent we can.

We are not able to discuss the specifics of this case publicly or go into great detail regarding how the verification process works, but we can confirm that it is not possible to pass the KYC verification procedure when producing details and/or documents from a restricted jurisdiction.

Hopefully this clarifies the situation for you.

This is a straight up lie, i verified with my dutch drivers license and you guys let me deposit & gamble without any issues. Username on rollbit is leftlanepapi

Dear leftlanepapi,

Do you have any confirmation that you can show us the verification was successful?

Hi Peter,

Rollbit locked the account so i am unable to login and show KYC status, i am expecting them to reply with a confirmation that i have verified my account with a dutch drivers license.

Hello Peter and leftlanepapi,

We can confirm that it is not possible to fully complete the KYC verification process and verify an account with a Dutch documentation as Netherlands is a restricted jurisdiction.

Im sure its "not possible" but i did successfully verify my account with a dutch drivers license and was allowed to gamble and i would like a confirmation that i verified my account that way before depositing. If your company policy does not allow you to disclose that here then i would not mind sending a email to your support asking the same question.

Hello leftlanepapi,

There is no need for the quotation marks, as fully verifying your account with documentation and/or details from a restricted jurisdiction is not possible.

If you wish us to give you a more detailed explanation, you can email us at compliance@rollbit.com and we are of course happy to do so!

Hi Rollbit,

Sent a email yesterday to compliance, waiting for your team to answer 😊

Hi all,

Thank you for your replies.

Dear leftlanepapi,

Let me ask you a question. Do you have all the necessary Norwegian documents for verification? If you have been living in Norway for the last nine months, you should have some sort of ID/work permit, utility bills etc.

Hi Peter,

I have a Norwegian residence permit / card yes, I have asked their support multiple times to let me re-verify using that but they are refusing to let me do so.

I see, do you also have a Norwegian bank account and a utility bill to verify your address?

I have utility bills with my Norwegian address yes.

Dear Rollbit Casino team,

We discussed this issue internally and here's a conclusion: Having lived in Norway for the past nine months, paid taxes, and established residency, the player should be permitted to undergo the verification process using their Norwegian documents. Has the player ever accessed the casino from the Netherlands?

Hello Peter and leftlanepapi,

If the player has documentation from a non-restricted territory, it does arise the question of why they didn't provide us with that documentation in the first place?

Without going into specifics, as I mentioned earlier, once a player has been established to be from a restricted territory based on their KYC documents (and we have no indication that this would not be the case), it is not possible to "re-establish" yourself somewhere else.

Providing sufficient documentation that a player resides in a restricted region is a clear and obvious breach of our Terms and Conditions and the account will be permanently closed without a possibility to reopen it.

Do let me know if you need further clarification!

Hi Rollbit,

During the initial account verification, the ID verification service you are using allowed me to select The Netherlands as a country. This led me to believe it was purely for anti-fraud reasons, as I was already accessing from a Norwegian residence.

The verification went through with my dutch drivers license. If it had been declined or if The Netherlands had not been listed as an available country, I would have never even bothered trying with my Dutch documents.

I don’t think it’s fair that I am being screwed over due to configuration issues with the ID verification service you are using. I am currently still waiting for compliance to email me back, confirming that I was indeed able to deposit and play using a dutch drivers license.

Hello leftlanepapi,

All the restricted territories are clearly listed in our Terms and Conditions, and we expect all players to familiarise themselves with said Terms and Conditions before creating an account with us.

This is to avoid any confusion regarding what you are or are not allowed to do when using our services. If you have any questions regarding these terms, you can contact our Support and they will be able to clarify any of the points for you if so needed.

So regardless of any third parties, there is a responsibility also on the player to be vigilant in order to adhere to the rules of our services.

Hi Rollbit,

This is unrelated to this case, i have never played rollbit in a restricted region and i am a Norwegian resident. There is nothing in your TOS indicating that i was not allowed to verify my identity with dutch documents.

Hi all,

Thank you for your replies.

Dear Rollbit Casino team,

We agree that submitting Dutch documents instead of Norwegian ones was a mistake. However, if the player resides long-term in Norway, has registered and played solely in Norway, and can provide the required Norwegian documents for verification, they should be allowed another chance to undergo the verification process. The player had no bad intentions and did not lie on the registration form.

Hello Peter,

If a player establishes themselves on a restricted territory in any way, whether by documents, admission or technical means, it immediately breaches our Terms and Conditions.

This leads to the account being permanently closed, and there is no possibly to reopen such accounts regardless if they move territories later on.

We do understand that this is a frustrating situation, but this is why it is crucial for a player to always familiarise themselves with the Terms & Conditions of any service they decide to start using and subsequently submit the correct documentation they have available, rather than documentation that could risk them breaching any rules.

For the aforementioned reasons, an account which has been subject to these particular circumstances, cannot be reopened.

Dear Rollbit Casino team,

I'm afraid we can't accept your decision for the reasons stated above and the complaint will be closed as unresolved which will affect the casino's safety index.

Dear leftlanepapi,

I'm afraid I won't be able to convince the casino to pay you your funds. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter