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1xbit doesnt even has a license... valid or invalid... so everything is said.
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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. |
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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.
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. 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.
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... |
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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. |
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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? |
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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".
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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.
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. |
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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 happen but at least we would know what sort of outcome you would like for this matter to be resolved. Bumping this as I'm still waiting for Rollbit representative official help.
Thanks everyone
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. |
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Bumping this as I'm still waiting for Rollbit representative official help.
Thanks everyone
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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.   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. |
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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. 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. Yes. i dont chose the operator when I contact rollbit. |
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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 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 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. 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. 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. |
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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. 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? 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. |
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They allow multiple accounts. This is a fact and it is easy to find in their terms and faq.
You are right. They also have this written in their terms and faq page: We may terminate or suspend Your Account immediately, without prior notice or liability, for any reason whatsoever, including without limitation if You breach these Terms and Conditions.
Upon termination, Your right to use the Service will cease immediately. If You wish to terminate Your Account, You may simply discontinue using the Service. https://rollbit.com/terms-and-conditionsWe reserve the right to disable accounts that have been created with the intention to abuse our bonus, coupon and chat features. Creating new accounts to circumvent our Sportsbook limits is considered abuse. Please do not do this! https://rollbit.com/faqYou 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.  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? |
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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?   For reference the original link to those images are as below: https://i.imgur.com/jXTDPEa.pnghttps://i.imgur.com/PMc6we0.pngNothing 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.
it was blocked per my request after I stated I suffer from addiciton.
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. 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.
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. 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. |
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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.
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. 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.  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.pngcontinued by email sent from the second account: https://i.imgur.com/PMc6we0.png |
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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. 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 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. |
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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.
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. |
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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.comHave 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. it was blocked per my request after I stated I suffer from addiciton. [...] 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.  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.
they may not detect your other account
But they did. especially when they have the policy of a customer having a single account with them
They haven't such policy - confirm in their terms or with their support. 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.
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. |
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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.comHave 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. it was blocked per my request after I stated I suffer from addiciton. when you asked about the possibility of a new deposit, attracted much attention. As a result, the system corrects its errors by blocking you. 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. 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. 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 |
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