Bitcoin Forum

Hello,

I suffer from Gambling addiction. I'm trying to get some help for it, but it is my health condition.
I had two KYC completed accounts on Rollbit. I applied to self-exclusion on one of this accounts.

They closed only that account it seems... After 3 days I was able to login on the main account and deposit and play.
They are negligent leaving that account opened. They refuse to let me withdraw my deposit sum made after my closure request.

Is there anything else I can do to recover my funds?

would you mind providing any screenshots of your conversation with their support? this would really put more context about your issue with the gambling site.

just in case, I've PM'ed their forum representative(Rollbit Razer (https://bitcointalk.org/index.php?action=profile;u=3261248)) to address the issue you are currently experiencing.

how were you able to complete KYC verification on two accounts? As far as I know, they only allow one account per person. also, why are surprised that only one account was closed when you only applied for self-exclusion for one account?

Hello!

how were you able to complete KYC verification on two accounts < I don't know how, but I made it simply on same machine, same IP same Identity - as fair as I know they allow mulltiple accounts.
I'll PM forum representative aswell (Thanks!)

My main account was opened in 2023 : E*********R@gmail.com. Then this account was closed by them with no reasons and I created a new one on january this year D******A@gmail.com

After opening the second account, I contacted them from the new account asking to unblock the main account so I could withdraw the bonus and the remaining balance from it.
So once again, they knew I had two accounts and I completed the level 5 of KYC in both of them!
https://i.imgur.com/jXTDPEa.png

On 30 January I tried to close my accounts permanently, but I didn't close it because it would take more days (30 days) to retrieve my pending bonus. So I manifested my intention on this day:
https://i.imgur.com/0PHYXWF.png

On 3rd February I assumed my addiction and I contacted rollbit to close permanently my accounts. As they apparently did.
https://i.imgur.com/04qM96c.png

On 4th February I noticed I could login in my main account E********R@gmail.com and I even sent them an email to confirm if I was able to deposit in my account - they answered I was permitted:
https://i.imgur.com/w6Mdoti.png

Yesterday, 6th February, I deposited and I managed to having a profit of over 1000$. I tried to cashout and I couldn't for some block from their side!
https://i.imgur.com/jeN3mUw.png
Then it take some hours to apparently restore my access to withdraw, and in meanwhile I lost almost everything.

After confronting them with this mistake and requesting the deposit sum be refunded they answered this:
https://i.imgur.com/1nHnc1n.png

So Rollbit point of view, is that the issue was only mine, they refuse to apologize or to fix anything - leaving the main account opened after a permanently closure account request - and stating im gambling addicted.

I'm talking about 560$, it is not a big amount for rollbit but for me it is. I don't understand why a site like this take a position like this.

Your case is conflicting. You have requested the account to be closed and the support team has done that. But you had another account which the support team might not be aware of. But by the system automation, they have caught another account open and that's why they have closed that account as well.

So rollbit system is saint? They knew very well I had two accounts. They always knew by all the reasons in the world.
Both accounts have same name / birth /  ID Card / funded by same LTC account / Level 5 KYC / confirmed via email from both registered emails about the other account.
Even they had called it "secundary account" before my closure request.

When I requested it to be closed, they should had close all the accounts obviously - they are negligent not doing that - I'm not a ghost. They have the information about that two accounts are connected.

I assume they could had an error on their end, but the only thing I ask is an apologize and a refund for those funds loss.

//But by the system automation, they have caught another account open and that's why they have closed that account as well.
No, they closed the other account after I exposed the situation requesting for it to be refunded. No automations here.


I tried to contact them multiple times, this is the stupid answers they gave:
https://imgur.com/a/9YXmFoW

It is "funny" that the very same operator - Montie - is the person who actually told me to contact him about the second account through the other account email and I have this evidence aswell:
https://imgur.com/a/dCga8K4

They knew I had two accounts, even if they didn't knew, the KYC would tell them that I'm the same person wtf?
Besides that the IP and the machine is only one. They abused the fact of knowing I was addicted to continue allowing me to play on the secundary account < this should be punishable.

If I don't get it solved on the next days I'll advance with a claim to their license holder GC.

Dude, you are fucked in the head. Stop gambling. Stop taking whatever fucked up meds you are on too, as they are likely making it worse. ???

(I speak from knowing many addicted gamblers). You requested no access, and you Fucked Around.. Now... you Found Out. The hard way. it's called #FAFO...

Just use your windows HOSTS file to set the ip's of any gambling sites to 0.0.0.0 and you will never be able to go there again. This is also how I cured my addiction to Primdice many many moons ago. :|

Self smarten yourself, please. And get soem help for that addiction asap.

https://www.youtube.com/watch?v=VAlBvxjApf4

That's probably the harshest way to reply to OP, so I'll take it down a notch and just say that OP might just be taking out his frustrations--whether it's his own gambling problem, losses, whatever--on Rollbit, when it might not be their fault entirely for not closing all of his accounts.

Even if they didn't, OP ought to have un-bookmarked that site, erased whatever traces were left from it from his phone, PC, you name it and then shouldn't have tried to log on again.  On top of that, there's nothing I can see that would prevent him from creating an account on another gambling site if he decided to indulge his addiction against his better judgement.

In other words, this really isn't a scam accusation, just a complaint without much basis.  I understand how problem gambling can wreck lives, OP.  I sincerely hope you can get your life back on track if you've suffered any of the consequences of it--and if not, I hope you never learn how bad it can get.

I'm already having some medical/professional help. Blocking the hosts will change nothing, once I can always unblock it back...


//just a complaint without much basis
Really? I had two accounts with full KYC in my name. Besides that, I confirmed at least in 3 different conversations with them about my duplicated account - so believe yes they knew I had 2 accounts.
I asked to close my account permanently due to gambling addiction and they close a single account? is it a joke?
How hard is to at very least close all the accounts for the customer per his request? they are negligent obviously and it is a form of scam.

I do not know what is the reality but I have told what may happen and which is my observation. As you had told to close your account you should wait for the final closure before depositing as well as playing.

They told my accounts were closed before I tried to login 2 days later.
Maybe you don't know how a gambling addicted works. Why do you think that the account closure works for?
If the player can control himself the self-closure is itst needed.

The gambling sites have responsibility to avoid those kind of plays. For some reason they are obligated to offer a permanently closure in case of addiction etc.

Im complaining about the bets I were able to do after requesting my accounts to be permanently closed as addicted.

You don't think its your fault for failing to request that both of your accounts be closed?

They can only help you so much, you know...

Of course, you could also just stop visiting the site altogether, or any gambling site for that matter.

Continuing to make an issue out of it isn't going to do anything good for your problem. If I were you I would just walk away and find other hobbies to occupy your mind with.

I know, its all easier said than done. But ultimately the only one that can help you is you.

I see two things here. One is that unfortunately it is not the first time I have seen an addict say that he has requested to close the account or be self-excluded to then be able to freely access the site. It seems to me that at least in some cases there may be an intentionality on the part of the room, which I am not saying it is in this case.

The second has to do with owlcatz's comments. In cases like this I see the addict complaining a lot about the site, and forgetting about himself. Here the most likely scenario is that if the OP had not been able to access Rollbit he would have gone to another room where he would have deposited and most likely lost the money as well. So better to focus on curing the addiction.

Don't you think it is their fault not doing the obviously 1+1 and close all the customer accounts? Aren't they negligent letting the addicted customer with an open account ready to play?
//They can only help you so much, you know...
Ofc they can. I tried to register today to figure out what happens, and it is automatically denied by their system (so if they can detect new signups can't they detect an existing one? wtf)

//he would have gone to another room where he would have deposited and most likely lost the money as well
This is a suposition but not a fact. If you think like that the self exclusions wouldn't make any sense.

Did you inform them that you have two accounts and need them both to be self-excluded? Even when they were made aware of the secondary account you have prior to self exclusion, there's no guarantee they can remember that piece of information few days later when you asked for self-exclusion. They cater tons of members on daily basis, probably several hundred name and accounts arrived at the help desk every day, there's a very huge possibility the staff won't remember every name.

The thing with self-exclusion is, the burden of the responsibility does not fall solely on the casino. It's their way to help a gambling problem faced by a gambler. But for it to be effective, the Gambler also need to actively participate in it. From your case, it should be by informing them about both account.

And no, as harsh as it may sound, they don't have any responsibility to return your fund. It's there on the agreed clause upon self exclusion,

https://talkimg.com/images/2024/02/08/vvqJT.png

"Rollbit will not be held liable for any loss or damages which occured as a result of circumventing our self-exclusion program"

Pretty obvious that's exactly what happened here...

I don't really know what OP expects of us bringing this issue here.

Somewhere between testing how sympathetic Bitcointalk regulars are and expressing genuine distress due to a very specific type of mental disorder (no offense if that's the case OP... we all have problems).

Do you think a casino like rollbit is managed by a pen and paper? That customer support needs to remember everything? the answer is NO

They have everything authomized. So they don't allow me register a new account as they detect the IP, MAC address etc, and they can't detect if I login into a previous account?
Besides that, they are obligated to report my name to Curacao - their system knows very well that I had two accounts. It wasn't "my girlfriend" account. It was two accounts under my name.

More: I contacted them before depositing on the other account, so they could look if there was any issue with my account / my person - they told I was free to play.
Later, when I tried to withdraw winnings I was blocked. Funny no?

Some hours later after losing those funds (and be reported) I asked them why did they allow me to deposit cause my other account was banned and I got immediate banned - no words - no apologizes no nothing.

And please explain me if my account was good to go, why did they cancel the withdraw option in my account?

They scammed me knowing my fragility and they will continue doing that for others.

---

So please tell me what "circumventing" I made. Did I create a new account? Did I change my device and network? Did I provide someone else data to KYC? NO<
I even contacted them before getting in my main account. Then they blocked the withdraw (how convenient).

Cmon bro. You self-excluded yourself from one account knowing full well you had another account. Then you went through the trouble of signing into it, gambling there, and then ran into problems? Is that really such a shocker?

I have never dealt with Rollbit, nor do I ever intend to, but again, the best advice I can give you is to just walk away. Don't look back. Find something more worthy of your precious time while on Planet Earth.

I'm glad you asked about this, as it's probably the second cause of your issue here. This is what I know from other issue with other casino and I am not sure if Rollbit also applies this mechanism, but I think it's safe to assume they are.

Usually, under normal circumstances, self-exclusion will prevent the problematic gambler from playing on the platform again by "blacklisting" the credentials --be it your IP or your ID. But when someone have another account, where one got self-excluded and the other is not, they're kinda crash the self-exclusion system, because the automated system read that the IP --and other parameter they utilize-- should and should not be on the blacklist at the same time.

This should explain your queries on the post above the one I quoted; yes, their system is automated, and you happen to accidentally bypassed that security measure by having two accounts. This is possibly what they refer as circumventing the self-exclusion. Because like previously said, in order for self-exclusion to kick in, it needs participation of both parties. When you did not mention the other account, you're kinda half-heartedly self-exclude yourself, and you circumvented the exclusion you put yourself in by still trying to access with that account.

Although it seems strange that Rollbit accepted to deal with a user with two accounts, and although they may be somewhat wrong in their assessments, I am sure that your problem is with yourself and not with any site. If you are actually undergoing treatment, it seems that it is not completely effective or that you are still experiencing successive relapses. Rollbit closed the account because it was an alternative account for the same person and did not take into account his psychological state as a gambling addict.

Assuming that you reach a solution with Rollbit, this is not an indication that you will not return to gambling again on any other site. You must succeed in the challenge of refraining from gambling under the pressure of addiction, and abandoning your smartphone may be the first step.

I hope you recover from addiction and all the symptoms that accompany it. It is certainly not easy, but you should not despair.

Have you found out why your first account was blocked? This could be a trigger for further investigation into your case. You must understand that several operators are answering you. And yes, the system screwed up by allowing you to open a second identical account. But your persistence and perhaps honesty, when you asked about the possibility of a new deposit, attracted much attention. As a result, the system corrects its errors by blocking you.
Everything is fair here. You broke a rule and didn't find out which ones. Then they answered you the same way.
I had something similar in my history. You should have left after the first account was blocked.

You opened two accounts, then you going to close one, asking for withdrawal funds and bonuses. Bonuses are one of the reasons why it is not allowed to have multiple accounts, and this is the rule of all casinos. I'm surprised you're complaining at all.

it was blocked per my request after I stated I suffer from addiciton.

In fact they blocked the 2nd account after I asked them again why am I allowed to play if I already had ask for the perma ban.

I'm sorry but you are wrong. Having two accounts on rollbit is allowed. You don't receive any first deposit bonus etc. In fact, closing the account to receive the bonus, will delay the bonus receiving because you will get it 30 days instead of ~2 weeks.


New conversation with rollbit, here you can see that they didn't comply with their own rules:
https://imgur.com/a/zlfgND4

I think I find some discrepancy in your story? On the quoted post itself [marked in red], it shows how the statement did not match. You initially said it was closed for no reason, and then it's because you asked for it yourself?

And further, according to the narrative and screenshots you provide, you asked for self exclusion on 3rd of February 2024 from your new account, D***A@gmail.com.

https://talkimg.com/images/2024/02/10/vLGtZ.png

Pardon me if I repeat replies as I didn't read every reply of people since it is burning in me to take it up directly with you.

Do you mean you need more than an account with Rollbit? Then anything that happens after it is what you put upon yourself. I see no reason why Rollbit should be faulted here, they may not detect your other account at first or turn a bind eye to it, and you who filled for the self-exclusion must know that it will apply to that particular account only, especially when they have the policy of a customer having a single account with them.

You blow yourself out, and on detecting that you have another account, I do not think any casino will do otherwise than what they did. But as it is, you are at their mercy, you can plead for leniency, and maybe it will yield. This is especially true if they just want to be humane in this case particularly if they do not have a reason to hold your funds if the accounts didn't actually cheat them with the way you played with them.

In january it was closed by no reason / suspended etc - they alleged I was minor somehow - thats why I created a second account - then they reopened the account and I completed the KYC. In february it is closed per my request due to addiction.

---

But they did.

They haven't such policy - confirm in their terms or with their support.


That is exactly what I'm asking to them - to be a bit humane. I deposited and I tried to withdraw the proffit - they didn't allow me to withdraw - I was allowed to withdraw after losing every single coin there.

First of all, the reason is quite specified enough, "no reason" will imply they did not give you any explanation. Second, your main account was suspended and you create another account to get away with the suspension? You do aware that we goes further and further south with your case, right?

Maybe it was wrong creating the second account in that time yes, but they agreed with it, and they allowed to register that new account, and even they allowed me reopenning the first account.

They just asked me to complete the kyc in both - which I did. So they didn't complaint at all of having two accounts in my name.

This certainly does sound more like a complaint about the alleged lack of expected customer services and customer care rather than a scam accusation. I am not stating Rollbit could not have done more in this particular case but if the OP is upset about the $560 he lost then yes he has a right but this does not make it a scam.

I hope the OP will use this experience as the final push he needed to refrain all types of gambling in future.

I felt like they make a trap to me. That's why I call it scam. Only one of two accounts were closed, then they confirmed I could play.
Once I deposited and got some profit they deny every withdraw attempt.
When they restored my withdraw function I had no balance anymore. It was a trap im sure, in other words a scam knowing my fragility.

I have to re-read your screenshots and try to read between lines, arrange the puzzle, etc. to be sure I am not missing something, yet I still can't find any statement from them that they're agreed to you bypassing their account ban, or to reopen the first account.

Closest I can find is this, the one you ask [with your first account] after your self-exclusion whether your account got any restriction. There is nowhere on that email chain you state to them that you ask because you have two accounts, or that account  was initially restricted.

https://talkimg.com/images/2024/02/11/v4bYw.png

Maybe you can supplement us with this screenshots of them allowing you to have second account and reopening your first one?

Sure:

https://i.imgur.com/LzMReX5.png
continued by email sent from the second account:
https://i.imgur.com/PMc6we0.png

Ok, now I got even more bewildered. Do I... read things wrongly and there is an explanation behind the time difference or is the screenshot edited? The email on both image below is the same email, right? How does the first one timestamped 20:16 and the other one 22:17?

https://talkimg.com/images/2024/02/12/vgIX9.png
https://talkimg.com/images/2024/02/12/vgszN.png

For reference the original link to those images are as below:
https://i.imgur.com/jXTDPEa.png
https://i.imgur.com/PMc6we0.png

I think you should self-exclude yourself from accessing all gambling websites, not just from rollbit casino.
You can set up special DNS settings on your network (both mobile, wifi and cable) or on router level, and tell some of your relatives to set up password for you.
I am saying this because it's easy to bypass what you did with creating multiple accounts, using different email and IP addresses.
It's not a scam, and nobody is trying to get you.
Read their terms, I am sure it is not allowed to use multiple accounts, even if you close one of them.
This is standard for most services.

Nothing was edited aside of those black rectangles.
One email is sent to Mike other is sent to montie.

One image is about emails exchanged on my account e*******r@gmail.com the other image is from d********e@gmail.com.
I was stating from every email that it was a duplication of the other email.

---

They allow multiple accounts. This is a fact and it is easy to find in their terms and faq.

I didn't use different anything but emails. I used same device same ip, same name so they knew who I was.

You are right.
They also have this written in their terms and faq page:

https://rollbit.com/terms-and-conditions

https://rollbit.com/faq

You created another account to circumvent self-limit you made on their casino.
I can interpret they have the full right to disable your account because you tried to circumvent previous deal you made with them for self-exclusion.  :P
You can't expect to get rid of addiction, gamble in the same time, and expect casinos to play games with you.

Why are you putting words in their mouth? They stated the reverse. They allowed both of the accounts.
So why only closed one of my two accounts and not both?

It is possible it was an oversight on their part to just close one account and that would have been the one associated with the email address you used to request the account closure. Did you advise Rollbit in that request you wanted both accounts closed? I do sympathise with your situation but can you see the matter from their perspective? If they refund/reimburse you they are effectively telling their customers that doing the same thing will get them refunds too.

I wonder if they will post in this thread offering a solution or their side of the story at least.

I understand that point, but it is a failure in their obligation to keep the player away from gambling in their platform.
For some reasons they forbid automatically the creation of new accounts so I see no explanations why did they allow me to deposit and play on the other account.

I believe there aren't many cases like this. Yes Im still waiting for a reply from rollbit representative in this forum.
I sent him 2 messages and so far I got nothing.

I am trying to remain neutral with and objective with my reply and not taking sides therefore the intent is not to offend yet trying to remain impartial.

If they failed to keep a member away from gambling when they were asked to restrict access and the member went on to lose $560, are they liable to refund or reimburse the player? Likewise, if the member went on to place $560 worth of bets and ended up winning $500,000, is it acceptable for them to seize $499,440 and refund/reimburse the member $560 before closing their account?

Had you won thousands of USD$ rather than lost $560, you could have been posting about them withholding your winnings. I do understand your perspective but at the same time I understand theirs too. I think you should have asked them to ensure the second account was also closed rather than assume they would do it. Furthermore, the moment you realised the second account was not locked, you should have notified them.


We are all waiting for them to reply, I hope they post with their side of the story.

Answering to your question... I had 1k winnings I didn't complain, I tried to withdraw and they REFUSED ALL WITHDRAW ATTEMPTS.
I continued to play until loss everything later. In my opinion it was a simple trap to someone addicted. I couldn't win it.

This is a lesson for those who cannot control their addiction to gambling, some casino platforms are doing this to trap you so they can regain your winnings its good that you are full aware of that, you have no control on this, you can only control your urge and this is the reason why you should be a responsible gambler.

You know that they know that they are watching your gambling habit and how you gamble base on your stat, so be wiser than these casinos by controlling your urge and proving to these casinos that they don't have a hold on you and you are fully aware of their traps and you don't want to have any part of it.
Some casinos exploit your weakness, they are making profit from it, so control that weakness next time.
 

Umm... you're reaching through multiple ticket and different support agent at once? And we wonder why things got tangled. And no, I don't think the images is from different accounts, both are from d***e@gmail.com, shown below in blue box.

https://talkimg.com/images/2024/02/13/vbVrv.png https://talkimg.com/images/2024/02/13/vbJPb.png

I am not putting anything in anyone mouth, and I have the full right to interpret what is written in their terms, especially in light of your accusation.
If you want to get rid of this this issue you have to be criticized by someone and you won't see me helping you with your addiction, but I am not defending Rollbit either.
They should obviously return you money you sent them, but it seems that you will never learn anything that way, so I am not sure this is good for you :P

The Rollbit forum representative posted in another thread (https://bitcointalk.org/index.php?topic=5484785.msg63648918#msg63648918) where there were problems and they made it clear the complainant was in breach of their terms and conditions and made it clear the complainant was not welcome to play there again. I do not know why they have not posted in this thread but it would be helpful if they responded to your allegations.

Yes. i dont chose the operator when I contact rollbit.

Well, IMO, one of the probable contributing factor of the situation happened to you, why one account was blocked and the other does not, aside from several other factor previously mentioned, is probably this. You're contacting several staff at once, through both mails, that you seems aren't even sure which email you use to reply who.

Remind me again, have you tell any of the staff to also self-exclude your second account when your first one got excluded?

On the moment of self-exclude I didn't ask to ban my other account as I thought it was obvious - but I mentioned I had 2 accounts.


I'm still waiting for a reply from @Rollbit Razer OP.

Bumping this as I'm still waiting for Rollbit representative official help.

Thanks everyone

While we wait for the Rollbit forum representative to reply, I would like to ask a question. Though it might not happen, what would be the outcome that would close this matter for you? What reply from Rollbit would satisfy you that you owe them nothing and they owe you nothing? As I mentioned, it might not happen but at least we would know what sort of outcome you would like for this matter to be resolved.

In my understanding Rollbit owes me the deposited sum after my closure request.
They lied here:
"We've made it as difficult as possible for you to return to Rollbit"

As I sent them an email from the other account 2 days later and they allowed me to play but they didn't allow me to withdraw - so it was a trap.

They knew all the time I had two accounts so explain me why aren't they negligible for closing only one of the accounts?
It would be important for them to take this case and fix their procedures because they didn't make everything they could have done < it is needed to protect gambling addicted players.


Can someone ask this to their support please?
"having two accounts, is it possible to request closure of only one of the accounts due to addiction? remaining the other account opened?"

They aren't answering any of my questions.

You have asked to close the account to their representative, right? If yes, then have you told that representative that you have two accounts and you want to close/lock both accounts? If yes then it is the fault of the representative. But if you told only for a single account and later another account gets blocked/locked/banned by the automated process then you have the responsibility instead of the support/representative.

I asked to close my account due to gambling addicition permanently. I didn't mention which account, and they didn't ask me that, it wouldn't make any sense leaving any account opened.

This is why I'm complaining about. I believe it was just an error from their end - not intentional, but it made damages.
I intend them to fix it for the future customers and to let me withdraw the amount I deposited after the ban.

I think you the support team has considered to close the account which you have used to chat or the email which is associated with the conversation of you. As they are not replying we cant know the reality but it is my thinking.

I personally don't think they owe you anything. You share a good portion of blame here by not mentioning you have two accounts, assuming they'll know that fact. And to further complicate things, you send them multiple tickets from multiple accounts at once, how is this not confusing?

Moving to the clause where they state "we've made it as difficult as possible for you to return to Rollbit", I think it works in the sense they'll prevent future accounts to be created, all existing account should be reported by the user when they ask for self-exclusion. To put it bluntly, what's the purpose of self-help if they're not voluntarily throw themselves all-in into the program? By not mentioning someone has another existing account [be it because they assume the staffs knows or because they deliberately left it out or other reason] it can be considered as an attempt to circumvent the self exclusion, and there is a clause for that.

Now, talking about the accounts and the self-exclusion itself, it is worth to mention that it's only one day after you set self-exclusion that you tried to access Rollbit through the other account. Interestingly, you did that without external prompt like invitation email from Rollbit, promotion, etc. You just consciously, with your own initiative, try to log into your other account.

The big question is: why?

You know you're self-excluded, so why bother trying to log-in again just the day after? Not to mention you're trying that with the account you left out, be it unintentionally or deliberately, from their live support.

They knew I had two accounts - it is a fact not a suposition.

"You share a good portion of blame here by not mentioning you have two accounts" is it a joke? I'm sufocating, reporting addiction, do I need to remember to say stuff that they don't ask?
Do you tell the IP when you ask them to ban you? NO, it is their service and their knowledge to take their actions. The same for the second account or main account wtv.

Creating multiple tickets doesnt confuse anyone here - it reinforce the fact I have two accounts because I talk about the other account from each the other email. I'm not ommiting anything so I can't see it as confusing.


"it is worth to mention that it's only one day after you set self-exclusion that you tried to access Rollbit through the other account"
< no. It was 3 days after almost.

"The big question is: why?"
Welcome: It is called Addiction.

"You know you're self-excluded, so why bother trying to log-in again just the day after?"
With this mindset, tell me one fucking reason to even ask the self-exclusion please.
If the player can prevent himself from logging in and play... why is the fucking self-exclusion for?

You are definetly talking without any knowledge about it, because you aren't sick, and you aren't part of any gaming addiction control, neither medic for sure.

Please tell me a reason why you think that there is a self-exclusion option. And please don't came with "to avoid filling up the junk mailbox".

They knew you had two accounts, true. But do you know for a fact that they remember both and to exclude both when you asked from one of it, especially [as previously mentioned] as their representative received only-god-knows how many cases every day, with so many username and ID? Or were you supposing they remember that the accounts are owned by the same person because you send their staffs with emails from both accounts?

True that one can argue that their system is automated, that they can easily detect a connected account, but do you know for a fact how their self-exclusion system works? That they typed an IP and the list of username and details popped up and then they add them to their exclusion list? Or were you supposing that's what happened?

Why can't we assume what happen is, they typed the username to lock that account out and then entered the IP address to block them from future attempt?

And yes, if you're really wanted to get better, you need to put an effort to it instead of just let people handle everything and assume everything is taken care of. If you're an alcohol addict that really wanted to get better and was asked how many whiskey do you drink daily, do you simply reply with "oh, six shots" because you can't remember to mention things they don't ask, or will it be "oh, six shots, but I also take two bottles of wine and several cans of beers"?

Sorry if it sounds harsh, but that's the fact: by not mentioning everything that could help them prevent you from your addiction, you're just half heartedly trying to get yourself away from your addiction.

And that is just if we assume you leave out the other account because you assumed they knew, and not deliberately leave it out just in case you encountered hiccups after that self exclusion.


Nope, one day, according to your own narrative, quoted below. Unless you want to change that?



So you come back after one day, and trying to log in to the account you accidentally-left-out/sure-you-don't-have-to-mention-as-they-should-already-know? Will it be a wild guess if someone think it's a quite convenient accident? You left out an account and try to log in to it on the next day. Half hearted and hiccups?


To help and facilitating someone from gambling addiction, but that does not translates as the platform being fully responsible for the "detoxification". Like all therapies work, you can't get well if you did not actively participating in it. They are there only to facilitate you. In order for it to work, you still need to actively trying to get away from it, and mentioning every accounts you have would be a good start.

The betting company is liable of not getting the user away from it once they spot the player is addicted.
I didn't use any VPN, I didn't fake my ID, I didn't change my device! Do you get it?
They didn't made everything they could. At very least they should apologize for this and refund those funds for a goodwill gesture, and fixing their system to do not allow such things in the future for others.



So if they close an account, then somehow they accidently reopen an account, it is only fault of the user to fall on it and play? NO< they are liable to keep the user distant in some manners.
ofc they can allege the user uses vpn and other stuff to circunvent it, which makes their job pretty impossible - but it isn't my case.

• I had full KYC Lvl 5 on both accounts in my name;
• I have emails with evidences that they knew it was a duplicated account;
• I used the same device;
• I used same internet;
• I used same wallet;

How difficult is to do 1+1? and making the user away from it closing all his accounts at once?

And was it so difficult for you to stop using their wesbite if you really wanted to quit gambling there?
I think this was much easier than what they had to do to detect what you really want to do.
Sorry but I dont understand you at all, and I think you need professional help.

Yes it was difficult - thats why I came back - It is called by addiction for some reason.
Yes it would be easier, but that isn't what their regulator specifies for them.
It is hard to understand a sickness without being sick. I'm fighting for help and I'm assuming my condiction.

Isn't easy aswell to close all the customer accounts when he states he suffers from addiction? A few lines of code fix that.

I am sorry to read that word (addiction), it is painful to read about people that have any form for difficulty in life.

In nutshell, since my last post I think I can state when you asked them to close "the account" you should have asked them to close "both accounts" because staff could have overlooked it - as seems that have happened in this case. Furthermore, the moment you knew the second account was not locked, you should have brought it to their attention.

If events unfolded in the manner you have described then to some degree Rollbit would have to hold up their hand and tighten up their procedure for those that are seeking self-exclusions but if they knew you had two accounts when you they should have closed both when you requested it.

I do not understand why the Rollbit forum representative has not posted in this thread but I hope he will in order to shed some light on the situation.

It's rather saddening and painful to see other users suffering from gambling addictions. Although I'd like to sympathize with you, I personally see it as bad communication from your side. As @JollyGood already mentioned, you asked them to close the account from which you were contacting them; not both accounts registered under your name. Despite that, I understand your frustration because they have your data available at any time and could have seen that you have two accounts; however, it doesn't necessarily mean that this data is accessible at any time by any employee in customer support. I doubt that they're going to go through your details to see if you have multiple accounts or if their system is portraying that when you reach out to their support. They do what they're told, as you didn't specify to have both accounts closed. Had you specified it, both accounts would now be closed, and there's a chance you wouldn't have gone through all this.

I believe that there are applications or browser extensions that block gambling websites, acting similarly to parental control, perhaps you should look into that in the future.

Best of luck.

Reality sucks. You can only expect this kind of strict implementation from them if you are using multiple account and winning consistently using a strategy that they consider unfair for them. But anything unrelated to withdrawal is not that strict when regards to determining multiple account.

You mention in your OP that both your account is KYC approved. Do you use same identity or you use other identity that belongs to your family member? It's just odd that they allow multiple account to both undergo KYC without closing the other one. Either way, the casino has way to detect multiple account and I agree that they should detect multiple account on case of self exclusion.

I used my own name (only name) on both KYC of my two accounts. No fathers, no cousins, no excuses.


Thanks... I share your thoughts and this is what I'm reporting here. I find curious that I didn't had reply from rollbit representative on this forum...

No, they are not liable for any damage happened to you due to your own action [or inaction], there is a point on the self-exclusion that's bound to you when you applied for the self-exclusion program.

Another interesting thing that come to my awareness when re-reading your story, if you're really just forgot to mention the other account, that it didn't cross your mind because they didn't ask, or you assume that they remember that you own two accounts, why do you use singular form when you ask about the banned account (https://i.imgur.com/04qM96c.png)? "can you please confirm that my account is permanently closed?" you said, not "my accounts".

Granted, English is not your main language, but your English is very good throughout this entire thread. I personally think if someone really has the best interest to put himself in an exclusion and just happened to forgot to mention the other account because it was not asked, they will not forgot to use the plural form when they ask for confirmation whether they've been completely locked out or not.

Add that to some discrepancies in your story like how you said you've been away for three days before trying to log in with other account, other statement said it's two days, while the other post shows it happened on 3rd and 4th of February, after only one day, I think it is fair if we consider this scenario below is what possibly actually transpires:

You ask for self-exclusion, realized shortly after that your other account was not restricted and the possibility that entails, made a "solid alibi" by asking to their representative [completely leaving out the part that you ask for self-exception] through the restricted account whether that account is permanently closed, conveniently leaving the other account under the guise of "didn't cross your mind", and here we are.

But that's just me and my theory. I usually don't send a PM to representatives while they've been invited by someone else to avoid redundancies, but I have to agree that perhaps Razer can shed some light into this story or, Razer probably even have his own wisdom regarding this and take a step to clear it. Thus, even though you've send him a PM, I'll try to invite him here and see how the story looks from his side.

Thanks for the heads here Holy!

After reviewing this case I can see we failed to lock the second account when we had enough information on hand to do so.

Apologies for this OP and the prevailing effort you've had to put into making this apparent.

The first account was banned Feb 3, so we'll refund anything after this from the second account.

On February 6th, via the second account, you deposited $616.04 and withdrew $200, leaving a net of -$416.04.

However, for the whole ordeal we're adding an additional $500 for the inconvenience. We'll refund $916.04 in total.

We've reached out via the relevant ticket to collect refund details from you.

Apologies once again! We're reviewing this case internally to see how it can be best avoided going forwarded.

Fortunately, this looks like an isolated case.

Thanks,
Razer

Thank you very very much! it is really appreciated and nottable. I'll try to contact rollbit in order to withdraw that amount. I'll post news as soon as I hear from rollbit.

Fixing that for the next customers is really important yes. I'm sobber from that day and i'll keep my fight with therapy.

For all the other members that judged me, thanks aswell.

EDIT: after contacting rollbit again, they sent me that amount and we are good now. Thanks everyone ans @rollbit to be human to me.

I have to say that Rollbit still have ways to surprise me. I appreciate and respect Razer's decision to take the higher road, although they don't have to. I think there is no further discussion needed. I am marking this as resolved on the list. OP, use this as a hard and bitter pill to stay on track with your therapy. In spite of what's said here, we are all rooting for your well being. Please mark this thread as resolved and lock them to avoid spam.

this might be a little off-topic

so since your issue with Rollbit has been resolved in your favor I think it is time for you to face your gambling problem. I'll just remind you that other casinos might not be as generous as Rollbit if you face the same issue you faced with Rollbit.

this is quite generous from your team.

When you are addicted whether you are a loser or made a profit you won't be able to stop gambling. It is something like mental pressure which is not possible to control. People try to lock the account so there is no chance to play again on the site. However, those who are addicted may find another site.

Consider this a second chance to resolve your gambling addiction. This gesture is extremely generous from Rollbit's side, and I'm honestly dumbfounded. I doubt that any other casino would proceed with refunding your deposit plus an extra $500 for an inconvenience; I personally wouldn't, which was mostly caused by miscommunication from your side, as I wasn't the only one mentioning that you could have specified your needs better. Don't waste your money gambling again and use it to seek professional assistance. You won't get another shot; don't mess it up.