Rollbit didnt help me as Gambling Addicted - not closing main account on time

[SimpleMachin34]

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?

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[acroman08]

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) to address the issue you are currently experiencing.

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.

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?

[SimpleMachin34]

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) to address the issue you are currently experiencing.

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.

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.

[shasan]

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.

[SimpleMachin34]

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.

[owlcatz]

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

[The Sceptical Chymist]

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.

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.

[SimpleMachin34]

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

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.

[shasan]

So rollbit system is saint? They knew very well I had two accounts. They always knew by all the reasons in the world.

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.

[SimpleMachin34]

So rollbit system is saint? They knew very well I had two accounts. They always knew by all the reasons in the world.

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.

[nutildah]

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.

[Poker Player]

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.

[SimpleMachin34]

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.

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.

[holydarkness]

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,



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

[nutildah]

"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).

[SimpleMachin34]

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.

"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).

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).

[nutildah]

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.

[holydarkness]

"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).

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).

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.

[Kavelj22]

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.

[lovesmayfamilis]

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

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.