Rollbit disabling account and confiscating balance of $410

[MegaAkker]

Hello,

I am really disappointed and surprised about what Rollbit did to me yesterday. I had been betting on their sportsbook since about 3 months without any problems, having multiple deposits and payouts processed succesfully. Then suddenly a couple days ago I could not bet anymore as I had a message saying I needed to fulfill KYC. So I did, I uploaded my ID card and some selfies. And then when I checked back a couple hours later to see if it had been verified by now, my account was disabled and I could no longer log in. So I asked per email for a clarification and they said that my account was "permanently disabled for sportsbook abuse".

This is how the conversation went:

Me:

Hello,

My account is disabled. I submitted my verification a couple hours ago and now I suddenly cannot log in anymore?
Please tell me what is wrong and what other documents or verification you might need from me.

Rollbit:

Hey!

What error are you seeing upon login?

Lunr,

Rollbit Support Team

Lunr

Rollbit

Me:

"account disabled, please contact support"

And this while a couple hours ago I could still log in and I did the verification. Made a photo of both sides of my ID card and several selfies with my face pointing a different side each time. And now I check back to see if it was verified and I suddenly cannot log in anymore. Very weird.

Rollbit:

Your account is permanently banned for breaching our terms and conditions.

Lunr

Rollbit

Me:

What conditions did I breach then? I am very surprised to hear this.

Also, why is this only the case after my verification? Is there something wrong with the document I verified?
Please explain to me.

Rollbit:

You were banned for sportsbook abuse.

You aren't permitted to create accounts in the future and your account will remain locked indefinitely.

Lunr

Rollbit

Me:

What kind of abuse? I have been a normal customer for several months. What is the absue? I really don't understand it.

When did the "abuse" take place?

Rollbit:

Unfortunately, we cannot provide further details of this extended review. The account will remain locked for abuse.

Lunr

Rollbit

Me:

This is absolutely rediculous. If there was abuse you should not have only noticed it after 3 months.

You have every right to lock an account and close it, but not to confiscate the remaining balance of $410. If you transfer the remaining balance to my last used withdrawal address then it's fine, but if you dont then better be sure I will be opening a complaint about this on Bitcointalk forum and Askgamblers.com

So please let me know if you can transfer the remaining funds to my last used withdrawal address or not.

One thing is for sure, I will never open an account at Rollbit.com anymore. That part is clear for me.

Then Rollbit stopped answering and now I am here to warn you all against these filthy practices of Rollbit.com





Rollbit I invite you to defend yourself and come up with proofs if I really did something wrong.
Explain to me why my action was fine for about 3 months and all was good and then suddenly out of the blue a couple days ago there was "sportsbook abuse"?
And please also define what the supposed abuse was.

Also let me know if you are willing to hand over this case to Askgamblers for them to judge independently, and then everyone can be sure of a fair outcome. If you are so sure I did clear abuse then you should not be scared to take this route.

[1714322996]

1714322996

[1714322996]

1714322996

[logfiles]

Been seeing a few accusations about Rollbit lately. I am not saying they are all legitimate but reading this one particular recent scam accusation makes me feel like the support at times is not so helpful in providing the right answers.

Though the problem was slightly different, in that scam accusation. Their forum representative helped sort out the issue that the support had earlier on ignored, making it to go on for many days. Perhaps you can try contacting Rollbit Razer

[Smartvirus]

One thing we must know is that, these things happens. It’s either you have a supper support system that works like bots or one that just tries to do their best but, it ain’t enough to customer’s satisfaction. From the conversation uploaded above, I think you @OP kept things simple and the support representative is working in accordance with there terms as well.
As much as you might and I filled should know what terms you might have bridged, the gambling site isn’t trying to revile its particulate offense to avoid gamblers deriving means for  any pass.

Even at that, I still fill it would be a lot more better to know and accept your offense.
Again, confiscating reserves is always a part of this sort of punishment.

I see Rollbit to be a reputable gambling platform on the forum and like Logfiles have rightly directed, you could as well seek help from there forum representative Rollbit Razer and you might be good.

[acroman08]

-snip

it would be better if you edit the thread and put screenshots of the emails you received instead of quoting the messages you received and sent to them.

I've sent Rollbit Razer a PM informing him about this scam accusation, he is usually the one from Rollbit who handles issues like this in the forum.

[CryptSafe]

Rollbit has a good reputation which they have built for themselves here long before now but these sudden complaints coming these days baffle me a lot.  Is it that team changed hands in leadership or so, it is only when such happens and incompetent hands take over the management of a system with an entirely new policy that affects the structure entirely. Because from the conversation I had read, I see no basis with proof on which they had accused op of. From the conversation, one could tell something was not really well with both parties involved.
Just as the others have advised OP I will join force too to tell op to chat with their representative here

[logfiles]

Even at that, I still fill it would be a lot more better to know and accept your offense.
Again, confiscating reserves is always a part of this sort of punishment.

Exactly, I think the person being accused of breaching the terms of service deserves to know why his account was locked up and funds confiscated. This would make it easy for third parties here to know if that person was really in the wrong, without them having to even reveal to us their investigation techniques.

Just saying that “your account was closed because you went against our TOS” doesn't help. In fact, it makes things a little shady and destroys the casino's reputation. I already see 1 negative and 3 neutral reviews, suggesting the way issues are being resolved is not satisfactory, and this is not good for a casino that has taken their time and funds to market themselves here and grown over time.

[dimonstration]

This is what I hate on some casino on disabling their account. They are using their ToS for their rights to disable any account without explaining in detailed to user. This is a clear evasion to attend on user case. Why they are so dodgy to release their findings on the reason for the breach of their ToS while they are discussing in private.

I’m removing the possibility that OP breached the ToS but atleast care to give the full report on their findings to verify if their reason is valid since they disable account with balance intact on it.

[SmartGold01]

I am not a fan of Rollbit nor do I gambling on their gambling site, this practice is something unimaginable by them and I believe they have been here for years running their signature campaign which I believe is something a campaign manager should help by sending messages regarding your complaint if they refused to respond to him then we should know is a deliberate act and wanting to scam you. But lets come to think of this, how could a well known gambling site to have unleashed such act towards their user and what happened they don't want to reply you based on your error and where you have violated their terms and conditions.
At least a fair casino should explain a bit of what you had done wrongly before finally put you in a pama ban where you no longer have access to operate or even to have your funds.

[Rollbit Razer]

Hey there,

Many thanks for submitting this and allowing us to further review your account.

I can see that your account was initially flagged to us by our sportsbook provider, Betby.

When an account is flagged in this manner, KYC is required from the account holder.

In this case, I can see that KYC was submitted from a United States IP address, for a United States citizen.

This resulted in the account being closed instantly as we're not licensed to operate within the United States.

This is made abundantly clear via our Terms & Conditions, in addition to the geographical blocks we have in place for the United States.

Considering your account was registered from Germany, it's our belief that our geographical blocks were circumvented to create the account in the first place.

I have instructed one of our support team members to follow up to your ticket to discuss the return of the remaining funds. Part of this process will involve validating the submitted KYC information.

We look forward to your cooperation!

Thanks,
Razer

[Rollbit Razer]

Rollbit has a good reputation which they have built for themselves here long before now but these sudden complaints coming these days baffle me a lot.  Is it that team changed hands in leadership or so, it is only when such happens and incompetent hands take over the management of a system with an entirely new policy that affects the structure entirely. Because from the conversation I had read, I see no basis with proof on which they had accused op of. From the conversation, one could tell something was not really well with both parties involved.
Just as the others have advised OP I will join force too to tell op to chat with their representative here

There has been no change in ownership, the founders continue to run Rollbit.

I believe there's 2 important changes to consider, however:

1. We've experienced unprecedented growth throughout the last several months.
2. We've got much better at identifying and actioning abuse on our platform.

[Latviand]

I'm kind of weirded out that OP asked for the reason for breach of Ts and Cs but it wasn't provided to the account, don't they have a right to know what rules that they've broken especially if it's obscure like having the original IP in a country that you're not allowed to operate on? Rollbit has been getting a lot of accusations lately, hopefully they clear this up and that most of them are fakes.

[Cantsay]

I'm kind of weirded out that OP asked for the reason for breach of Ts and Cs but it wasn't provided to the account, don't they have a right to know what rules that they've broken especially if it's obscure like having the original IP in a country that you're not allowed to operate on? Rollbit has been getting a lot of accusations lately, hopefully they clear this up and that most of them are fakes.

Did you bother to check the thread if any Rollbit's representative has replied to the Op? Or if the issue had been resolved or addressed?
The post above yours was made by Rollbit representative here and if you go through it thoroughly you'll see that he stated the reason behind Op's account being block. Obviously most of them are fake but in this case it's not and the reason is now clear to us all.

[Latviand]

~

Did you bother to check the thread if any Rollbit's representative has replied to the Op? Or if the issue had been resolved or addressed?
The post above yours was made by Rollbit representative here and if you go through it thoroughly you'll see that he stated the reason behind Op's account being block. Obviously most of them are fake but in this case it's not and the reason is now clear to us all.

I did check, what bothered me was that it needed to be on the forum for everyone to see what was breached in the Ts and Cs so I don't get what you're so mad about, itching to add a neutral trust that I don't know what I'm talking about? Because that's the vibe I'm getting at your reply. I'm at fault too though, I should've cleared in my reply that I acknowledged that the breach has been mentioned already.

[holydarkness]

I'm kind of weirded out that OP asked for the reason for breach of Ts and Cs but it wasn't provided to the account, don't they have a right to know what rules that they've broken especially if it's obscure like having the original IP in a country that you're not allowed to operate on? Rollbit has been getting a lot of accusations lately, hopefully they clear this up and that most of them are fakes.

If you read Razer's explanation, it was their sportsbook provider, Betby, who flagged OP's account first. Reading between lines from this info provided and OP's chat with Lunr, I think this is when OP got disabled but can still log in, performed KYC, and got banned as the nature of their KYC itself breached terms agreed by OP. So, there were two offenses that OP probably did, sport betting abuse that's flagged by Betby, and geoblock circumvention flagged by Rollbit's internal security team.

I am sure I have no perfect knowledge how it works between a provider and bookie, but with the assumption above, it is not too far fetched to think that Betby did not inform Rollbit the reason they flagged OP, and/or, Rollbit did not chase this further as their own investigation bear result of another breach.

As for why Lunr did not tell OP on their chat that OP was caught circumventing georestriction, it is quite established that customer support and security team is not exactly on a speed dial. With the amount of complaints made by customers, both legit and cheaters, on daily basis, I think it's quite easy to imagine how one or two inquiries from a complaining customers did not arrive or escalated to the security team for them to provide the reason behind the issue. Not that I am saying it's is a right practice, I am just trying to say that this is one of the benefit that the forum provide, another way to raise complaints where community manager like Razer can try to revisit and get clearer assesment of the issue by getting in touch with both departments.

[MegaAkker]

Hey there,

Many thanks for submitting this and allowing us to further review your account.

I can see that your account was initially flagged to us by our sportsbook provider, Betby.

When an account is flagged in this manner, KYC is required from the account holder.

In this case, I can see that KYC was submitted from a United States IP address, for a United States citizen.

This resulted in the account being closed instantly as we're not licensed to operate within the United States.

This is made abundantly clear via our Terms & Conditions, in addition to the geographical blocks we have in place for the United States.

Considering your account was registered from Germany, it's our belief that our geographical blocks were circumvented to create the account in the first place.

I have instructed one of our support team members to follow up to your ticket to discuss the return of the remaining funds. Part of this process will involve validating the submitted KYC information.

We look forward to your cooperation!

Thanks,
Razer

Hello, I moved from the United States to Germany in February and have my residence permit since March. The document I uploaded clearly is from Germany, not USA.
I am not able to check anymore but it could indeed have been that my phone was on a US-connection (because I still have my old US phone membership and sometimes still use it to watch videos on my phone which require a US IP-address) while I was doing the verification. This was unintentional but I think it is a way too quick judgement to think that if a person 1 time (possibly) logs in from a US IP-address he or she immediately is from USA. As you can see in my account history all of my account activity was done from my German IP-address and no VPN was ever used.

As I said, I uploaded a legal German document as my ID, and if you want I can also provide you a recent German utility bill.

If you then verify that and let me log back in then I am satisfied with the outcome. After all now it seems my account disabling all comes down to a mistunderstanding.
Although I still find it strange that when I asked for the reason of the disabling, all I was told was "sportsbook abuse and we cannot tell you any more details" and now it turns out to be about being from a prohibited country.

So please contact me on my registered email and we will continue on from there.
If I get my money paid out I will ofcourse update this scam accusation and change it to resolved.

[holydarkness]

Hello, I moved from the United States to Germany in February and have my residence permit since March. The document I uploaded clearly is from Germany, not USA.
I am not able to check anymore but it could indeed have been that my phone was on a US-connection (because I still have my old US phone membership and sometimes still use it to watch videos on my phone which require a US IP-address) while I was doing the verification. This was unintentional but I think it is a way too quick judgement to think that if a person 1 time (possibly) logs in from a US IP-address he or she immediately is from USA. As you can see in my account history all of my account activity was done from my German IP-address and no VPN was ever used.

As I said, I uploaded a legal German document as my ID, and if you want I can also provide you a recent German utility bill.

If you then verify that and let me log back in then I am satisfied with the outcome. After all now it seems my account disabling all comes down to a mistunderstanding.
Although I still find it strange that when I asked for the reason of the disabling, all I was told was "sportsbook abuse and we cannot tell you any more details" and now it turns out to be about being from a prohibited country.

So please contact me on my registered email and we will continue on from there.
If I get my money paid out I will ofcourse update this scam accusation and change it to resolved.

If you could help us better understand, are you a US citizen moving to Germany or are you a Deutsche who moved to US for some reason and currently moving back to Germany?

[yahoo62278]

If you then verify that and let me log back in then I am satisfied with the outcome. After all now it seems my account disabling all comes down to a mistunderstanding.
Although I still find it strange that when I asked for the reason of the disabling, all I was told was "sportsbook abuse and we cannot tell you any more details" and now it turns out to be about being from a prohibited country.

So please contact me on my registered email and we will continue on from there.
If I get my money paid out I will ofcourse update this scam accusation and change it to resolved.

Casinos will not share exact reasons or terms of abuse as they do not want to make the abusers smarter for the future. Hopefully you get things figured out, but if not, Razor has given a more then fair solution for you.

[Awaklara]

After all now it seems my account disabling all comes down to a mistunderstanding.

this is not a misunderstanding. The casino system has detected that there is something wrong with the IP where you have operated your account. and that's not a mistake. the casino does what it says. then your account will remain locked. regarding refunds, as Razer said as a casino representative on the forum. Your ticket has been forwarded to the department in charge of it. if you have provided your KYC documents, be patient. In cases like this, it usually takes a long time to handle. I hope you are still lucky to get your money.

[avp2306]

After all now it seems my account disabling all comes down to a mistunderstanding.

this is not a misunderstanding. The casino system has detected that there is something wrong with the IP where you have operated your account. and that's not a mistake. the casino does what it says. then your account will remain locked. regarding refunds, as Razer said as a casino representative on the forum. Your ticket has been forwarded to the department in charge of it. if you have provided your KYC documents, be patient. In cases like this, it usually takes a long time to handle. I hope you are still lucky to get your money.

They should always obey to the rules so that issue like this will be avoided. But since Razer is actively answering the allegations posted against them maybe they can help a users who encounter the same issue if they are just cooperative and will not try to ruin their reputation like this. Since who the hell will help this guys if they keep posting negative against on casino while they know that they are the one violating the rules.

For now its good to follow the instruction then wait for settlement since this is what he can do at the moment.

[logfiles]

Hello, I moved from the United States to Germany in February and have my residence permit since March. The document I uploaded clearly is from Germany, not USA.
I am not able to check anymore but it could indeed have been that my phone was on a US-connection (because I still have my old US phone membership and sometimes still use it to watch videos on my phone which require a US IP-address) while I was doing the verification. This was unintentional but I think it is a way too quick judgement to think that if a person 1 time (possibly) logs in from a US IP-address he or she immediately is from USA. As you can see in my account history all of my account activity was done from my German IP-address and no VPN was ever used.

As I said, I uploaded a legal German document as my ID, and if you want I can also provide you a recent German utility bill

You talked about Residence permit. Is it temporary or permanent residency?

They obviously think you are a US citizen and according to their terms of service. US is one of the blacklisted territories, which explains the block.