Rollbit Casino - The player struggles to self exclude himself.

Hi Casino.Guru,

I would like to make a complaint against Rollbit.com for not honouring the self-exclusion. And offering their casino games to the Netherlands, which is forbidden.

Please let me explain the horrible experience I had with Rollbit Casino.

I had requested a self exclusion on 2 accounts already due to my gambling addiction. They told me both times measures were in place to protect me from being able to create a new account. Sadly I have never experienced the effectiveness of these measures they claim to have so I requested explanation for this. Unfortunately all questions regarding this issue with Rollbit have been ignored on live chat and e-mail.

I am a player from the Netherlands and have not used a VPN. Their website gives a Restricted Acces message, however when clicking on the (X) in this message you are still accepted to create an account from the Netherlands and they will let you play. I think this is absurd and especially since the new gambling act was released in October 2021 which should protect problem gamblers from participating in online casino's who do not have a license issued by the KSA.

Immediately when this new gambling act took place I registered in the Cruks register. Which is a register for problem gamblers to be protected from playing in online casino's.

Rollbit is violating these laws by offerering casino games to player from the Netherlands, without a license from KSA, and without complying to the Cruks register.

When asking Rollbit why you are simply able to click away the Acces restricted message and be able to play from the Netherlands you will be simply ignored. Also they claim I have circumvented something, but when asking what was circumvented they will ignore. I can confirm I have not circumvented anything nor used a VPN to register. I have screenrecorded this to prove im not circumventing anything or using a VPN.

Lastly I would like to share that Rollbit has never requested any information regarding my information, and has never performed any AML checks.

I sincerely hope I can get the help from hete since I have already contacted a lawyer who is charging a fee and taking on my case. Official complaints to KSA have already been made aswell.

I would like to thank you for taking the time to read my complaint.

Best wishes.

Hello LetsGiveItASpin,

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.

Could you please advise when did you request for self exclusion for the first time? How long after that did you create your second account? Did you specifically mention them gambling issues or addiction? When was the last time you spoke to the casino and what was it about?

I've tried to access the website from your country of residence and it automatically redirected me to a different version of the website. Can you please forward the video proof to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Dear Nick,

Thank you very much for your response, I have sent you a email regarding the video footage, and the self exclusion contact with the casino.

Please let me know if there is anything I need to add.

Best wishes.

Hello LetsGiveItASpin,

Thank you for the e-mail provided. There was no pop-up window in my case, I just got automatically redirected.

Can you please also send us your initial request sent to the casino for the self-exclusion?

Dear Nick,

Thank you for your reponse,

I have just emailed you the confirmation of my self-exclusion.

I find it very strange that you get redirected and im able to play from the Netherlands, even after being self excluded. I hope this issue will be solved soon.

Best regards.

Did you add an attachment to the last e-mail? I could not see any in it so I'm not entirely sure if you did send the exclusion yet.

Dear Nick,

I checked the mail and forgot to add the attachment. I just sent you another mail. Hope all is ok now.

Best regards.

Thank you LetsGiveItASpin for all the information provided. As we will definitely need more details regarding the case, the complaint will be now forwarded to Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi LetsGiveItASpin,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hey there,

Firstly, we do not allow registrations from the Netherlands. This is a region we're not permitted to operate in and any registration attempt from this region will fail.

After careful review of our support sessions with this player we can see that the correct actions were taken by our team at the time the player suggested that they would like to self-exclude.

During those requests, the player suggested they had a gambling problem. As a result, we added heightened restrictions that make it very hard for players to return. However, it's not impossible to circumvent these measures utilising third-party software such as VPNs. We still do our best to thwart attempts to circumvent our measures and if we ever find an account that's done this, it's instantly dealt with.

During one of the support sessions with this player, they identified an earlier account and we found clear indications that a VPN service, or similar, was utilised. This is an example of a measure that could be taken to circumvent the blocks we add to accounts like this.

Thanks,

Rollbit Casino Team

Dear Rollbit Casino Team,

I would like to inform you that while registering the account, and playing on the account, there was never made use of any VPN, or something similar. I am simply using my mobile device, with mobile network on your website.

As stated before I can simply click away the "Acces restricted" message and I am allowed to play from your site from the Netherlands.

Video proof of this has already been submitted to the Casino Guru Team.

I tried explaining this error to your support chat but they do not want to hear about it. If Rollbit would like to recieve video proof of this also, please let me know.

Best regards.

Dear Rollbit Casino team,

thank you very much for your cooperation. May I kindly ask you to provide us with evidence sustaining your claims about the VPN?

You can forward it to my email address, jozef.k@casino.guru.

Dear Jozef,

Thank you for your response,

I have just sent you a video proof by mail where you can see im not using a VPN, and still able to play on Rollbit from the Netherlands.

If there is anything else you would like me to provide, please don't hesitate to ask.

Hey there,

Evidence has been sent via the referenced email address.

Thanks,

Rollbit Casino Team

Dear Rollbit Casino Team,

thank you very much for your cooperation. Although the provided evidence do partially prove your claims, I need better form of it, I have specified it in my response, and I am extending the timer by 7 days, so you have enough time to react.

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear LetsGiveItASpin,

I am very sorry, but since the casino team failed to provide us with further evidence, we’re not able to proceed with further investigation. I am forced to close this case as 'not solved'. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru