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

[Ultegra134]

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.

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

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

Best of luck.

[dimonstration]

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.

[SimpleMachin34]

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.

Code:

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...

[holydarkness]

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?

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

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

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

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

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

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

[Rollbit Razer]

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

[SimpleMachin34]

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.

[holydarkness]

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

[acroman08]

-snip

this might be a little off-topic

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

-snip

this is quite generous from your team.

[shasan]

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.

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

[Ultegra134]

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