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

[examplens]

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).

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.

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!

[SimpleMachin34]

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.

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

[holydarkness]

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.

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.

[EarnOnVictor]

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?

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.

[SimpleMachin34]

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.

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.

[holydarkness]

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?

[SimpleMachin34]

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.

[JollyGood]

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.

[SimpleMachin34]

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.

[holydarkness]

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?

[SimpleMachin34]

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

[holydarkness]

[...]

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?




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

[dkbit98]

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.

[SimpleMachin34]

[...]

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?




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

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.

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.

[dkbit98]

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-conditions

We 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/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.  
You can't expect to get rid of addiction, gamble in the same time, and expect casinos to play games with you.

[SimpleMachin34]

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-conditions

We 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/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.  
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?

[JollyGood]

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?

[SimpleMachin34]

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.

[JollyGood]

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 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.

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.

[SimpleMachin34]

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.