Account wiped with $64k on Rollbit.com

[Petermario]

Hi all,

This is my first post here and I am not sure where else to denounce this, Rollbit has just banned and wiped out my account with $64K on it. They argue that this is because I am in breach of their ToS, as I have logged in on an "unauthorised location".

I have been using Rollbit for a long time and I signed up in Luxembourg, the country which I live in. I am originally from Spain and use a Spanish phone data provider, which consequently shows my location as Spain. However, I have never received or been prompted a popup saying that I was connecting from a restricted location. So I want to clarify that I have never knowingly breached the terms. I also understood I was adhering to the rules, given, as I say, I was connecting from Luxembourg, where I live. Therefore it came at great surprise for me when this is all of a sudden an issue.

I must point out that I have been making deposits and withdrawals for over a year now without any issues, it was only when I won considerably when suddenly they came up with this issue, given that I was getting no pop up or prompt that logging in from Spain will result in my account being completely wiped.

All I am asking at this point is that they allow me to fully KYC if necessary, to prove that the above is true and I do in fact reside in Luxembourg (authorised location), so that they will let me withdraw my funds and move on.

I would really appreciate if anyone can provide any help on this, and if someone knows any lawyer I can contact to help me with this, as this is completely illegal.

Thank you very much

[_act_]

Even if you are connecting from a restricted area, I think the casino should not just freeze your account but freeze it in a way you will only be able to withdraw the amount that you deposited. But all money won would be removed and only your deposit will be given you.

You were using a VPN to connect and set the location to Spain? This is one thing that you should avoid on gambling sites. After you check the restricted areas from the ToS and your country is among, no need to use VPN.

If you are telling the truth, I hope Rollbit will be able to solve this in a way that will favour you and give you your money, including the money that you won.

This is their official account on this forum that you can send message to: Rollbitcom

Also we are expecting clarification from Rollbit on this thread.

[acroman08]

just curious, when you say you registered and live in Luxembourg, do you mean that you are permanently living there or just for a couple of months or a year?

there was a similar case before posted here on the forum(not the same but similar) but I am not sure if the casino that the gambler has an issue with is also with Rollbit. anyway, if I remember correctly holydarkness(a forum member) helped the user get his issue resolved. I'll try and send him a PM regarding your case, perhaps he can help you too but there is no guarantee whether your case with Rollbit will be resolved.

would you mind posting any screenshots supporting your claims? it would really help forum members believe whether your case is legitimate or not.

This is their official account on this forum that you can send message to: Rollbitcom

if OP wants to contact their forum representative, he should contact Rollbit Razer, he is usually the one who handles issues like this on the forum.

[AHOYBRAUSE]

Well if you officially live in LUX and can prove it I don't see any way rollbit can get through with this.

They only deny players access if they are a resident of the banned countries.



Since you are a resident in LUX this claim made by them should have no merit.
But I already know we will see some other things in this thread later on, as it always does. Hopefully you can show them some rental agreement or job contract or whatever from where you live. Without that I have a feeling they will do everything they can to not pay. Problem always come up when people win and actually try to withdraw.
Depositing and losing is not an issue, even if you are from a banned region, we have seen that several times here.

Why you would use a Spanish provider while not living there anymore is beyond me though. It must be much more expensive than using a local one.

[Lakai01]

Since you are a resident in LUX this claim made by them should have no merit.

Exactly. If OP can also prove this - especially with this amount in dispute - a visit to a lawyer is definitely advisable ... unless of course - as is almost always the case here in Scam Accusation - there are other reasons that would justify a ban. Unfortunately, this often starts with common multi-accounting.

So if you are sure OP that there can be no other reasons why Rollbit is blocking you, I would contact Rollbit again and ask for clarification, stating that you would otherwise hand the case over to a lawyer.

[holydarkness]

just curious, when you say you registered and live in Luxembourg, do you mean that you are permanently living there or just for a couple of months or a year?

there was a similar case before posted here on the forum(not the same but similar) but I am not sure if the casino that the gambler has an issue with is also with Rollbit. anyway, if I remember correctly holydarkness(a forum member) helped the user get his issue resolved. I'll try and send him a PM regarding your case, perhaps he can help you too but there is no guarantee whether your case with Rollbit will be resolved.

would you mind posting any screenshots supporting your claims? it would really help forum members believe whether your case is legitimate or not.

[...]

Thank you for inviting me and bringing this to my attention.


OP, like what acroman said above, I think we need more context here. Just to clarify one thing that I don't quite sure I grasp correctly, by living in [being the resident of] LUX, were you trying to say that you're currently staying for a short time in LUX, like for a vacation or are you living in semi-permanent to a permanent status in LUX, whether it's from residency permit or a dual citizenship? Like AHOYBRAUSE's curiosity, I can't comprehend the reason of using Spanish mobile data if you've been or are planning to stay for extended period in LUX.

Let's see if I can get this one sorted out by persuading Rollbit to re-open your case and clarify this whole residency situation.

Oh, if you can drop me your rollbit's UID, either here or through PM, that might help Razer to zeroing into your issue.

[Rating Place]

Rollbit should geo block if they don’t allow customers from certain jurisdictions. Pay the OP.

[Rollbit Razer]

Hi all,

This is my first post here and I am not sure where else to denounce this, Rollbit has just banned and wiped out my account with $64K on it. They argue that this is because I am in breach of their ToS, as I have logged in on an "unauthorised location".

I have been using Rollbit for a long time and I signed up in Luxembourg, the country which I live in. I am originally from Spain and use a Spanish phone data provider, which consequently shows my location as Spain. However, I have never received or been prompted a popup saying that I was connecting from a restricted location. So I want to clarify that I have never knowingly breached the terms. I also understood I was adhering to the rules, given, as I say, I was connecting from Luxembourg, where I live. Therefore it came at great surprise for me when this is all of a sudden an issue.

I must point out that I have been making deposits and withdrawals for over a year now without any issues, it was only when I won considerably when suddenly they came up with this issue, given that I was getting no pop up or prompt that logging in from Spain will result in my account being completely wiped.

All I am asking at this point is that they allow me to fully KYC if necessary, to prove that the above is true and I do in fact reside in Luxembourg (authorised location), so that they will let me withdraw my funds and move on.

I would really appreciate if anyone can provide any help on this, and if someone knows any lawyer I can contact to help me with this, as this is completely illegal.

Thank you very much

Thanks for posting this here.

OP has been given a detailed response about this in 3 seperate locations today. First via our support, then via my X DMs and finally via a public response to a Tweet made by OP.

OP had their deposit returned (including an extra $1,357.41) and account closed after their own admission of playing from Spain and the UK. We are prohibited from accepting players from these regions, as per the terms of our license.

OP claims to be residing in Luxembourg, but our data does not support this, nor does it negate the fact that they've been playing from restricted regions.

I ran a query that looks at every request we've had from their player account. From the 1,872 unique IP addresses, here is the breakdown:
Spain: 1,420 (75.85%)
United Kingdom: 442 (23.61%)
Other (mostly attributed to VPN activity): 0.54%

Out of all 1,872 unique addresses, not one is from Luxembourg.

Furthermore, OP would have seen a warning stating they are connecting from a restricted region upon each connection from Spain or the UK.

[holydarkness]

Hi Razer, thank you for addressing this. I am not sure if OP will reply here in time to catch you up while you're still online. In case he didn't, OP reached to me with a little bit more details about his living arrangement [he said he'll address this in details publicly later, so I think I didn't breach the private nature of PM by sharing this] and that he's been in LUX for about two years.

If it's not too much of a trouble, is it possible to allow OP to do another verification? Given he's been staying for couple of years, I believe Luxembourg will need him to have a residency permit. I think a video verification with him providing his Spain's govt. issued ID and his residency permit [and/or its equivalence] is enough to verify and to be sure that he's indeed from Spain and currently living in LUX.


And OP, I hope you can clarify how can your IP came out to be from UK for about one-fourth of the time.

[Rating Place]

Hi all,

This is my first post here and I am not sure where else to denounce this, Rollbit has just banned and wiped out my account with $64K on it. They argue that this is because I am in breach of their ToS, as I have logged in on an "unauthorised location".

I have been using Rollbit for a long time and I signed up in Luxembourg, the country which I live in. I am originally from Spain and use a Spanish phone data provider, which consequently shows my location as Spain. However, I have never received or been prompted a popup saying that I was connecting from a restricted location. So I want to clarify that I have never knowingly breached the terms. I also understood I was adhering to the rules, given, as I say, I was connecting from Luxembourg, where I live. Therefore it came at great surprise for me when this is all of a sudden an issue.

I must point out that I have been making deposits and withdrawals for over a year now without any issues, it was only when I won considerably when suddenly they came up with this issue, given that I was getting no pop up or prompt that logging in from Spain will result in my account being completely wiped.

All I am asking at this point is that they allow me to fully KYC if necessary, to prove that the above is true and I do in fact reside in Luxembourg (authorised location), so that they will let me withdraw my funds and move on.

I would really appreciate if anyone can provide any help on this, and if someone knows any lawyer I can contact to help me with this, as this is completely illegal.

Thank you very much

Thanks for posting this here.

OP has been given a detailed response about this in 3 seperate locations today. First via our support, then via my X DMs and finally via a public response to a Tweet made by OP.

OP had their deposit returned (including an extra $1,357.41) and account closed after their own admission of playing from Spain and the UK. We are prohibited from accepting players from these regions, as per the terms of our license.

OP claims to be residing in Luxembourg, but our data does not support this, nor does it negate the fact that they've been playing from restricted regions.

I ran a query that looks at every request we've had from their player account. From the 1,872 unique IP addresses, here is the breakdown:
Spain: 1,420 (75.85%)
United Kingdom: 442 (23.61%)
Other (mostly attributed to VPN activity): 0.54%

Out of all 1,872 unique addresses, not one is from Luxembourg.

Furthermore, OP would have seen a warning stating they are connecting from a restricted region upon each connection from Spain or the UK.

edit- you addressed and seems you are right.

[Petermario]

Thank you for your replies

I am originally Spanish and connect to Rollbit via my phone (with a Spanish provider), therefore, upon checking with Razor, it seems that my connections where being logged as from Spain. I did not know this at the time and I did not get any prompt that would indicate otherwise (no prompt/pop-up that indicated I was connecting from an unauthorised region).

After talking with support and Razer, they said that as I already have withdrawn more than I deposited, I should be happy with the outcome (I have been using the site for over a year now). However, this is not okay, as my winnings far exceed this and I wasnt made aware at any point that I was breaching the terms of service.

They specify on their ToS that you must not sign up if you are are resident of any of the countries listed, but they have not allowed me to show that I am a resident in Luxembourg.

Just to clarify,  I live and work in Luxembourg. But I still hold my Spanish phone as it is a family plan and given that in Europe the data is applicable throughout (I use the same plan without limitations), it is cheaper than buying a new phone line in Luxembourg.

I simply dont undestand why they wont let me KYC to prove that I am indeed a resident in LUX (live permanently here).

Thank you very much, I have tried to will message them directly as well, but they have blocked the messages from newbies.

[Lakai01]

[...]

Thank you for the clarification.

OP's statement that he uses a Spanish mobile network in Luxembourg does indeed sound very strange.
OP could of course present other documents such as a residence permit, rental contract or registration certificate to prove that he is actually in Luxembourg. However, this raises the question of whether Rollbit would even accept such documents as proof?

[holydarkness]

Thank you for your replies

[...]

I simply dont undestand why they wont let me KYC to prove that I am indeed a resident in LUX (live permanently here).

Can you explain to us about their findings of UK IP address? And I assume, suppose Razer agreed to allow another KYC, you're willing to do as I suggested above and are able to provide such proof? Live video call and providing Spanish govt ID and Luxembourg residency permit, and other supporting document that they deemed necessary?

[Petermario]

I have just seen this reply. Through the time I have been on Rollbit I have made many deposits and withdrawals, and not once has the issue of my location been an issue. Recently, I managed to make some gains and wanted to withdraw them, and suddenly the account is wiped clean and deleted? $64k of my earnings are completely wiped suddenly?

I understand that your data does not support me living in Luxembourg as I explain on my initial post, I connect on the phone with my mobile data. The connections from the UK come as I work there frequently (and for work purposes I have had to purchase a UK SIM as it is required). When connecting from LUX (which I see from the data it registers as Spain given the mobile data), not ONCE did I see the prompt of being connected to a restricted region.

As for why I still use the phone family plan I had in Spain, it is way cheaper, as we get free roaming in the Schengen area (we pay the same fare throughout Europe), therefore it is a cheaper and more convenient option.

All I ask is the chance to prove that this is true, I can facilitate my contract, my rent agreement, my bank details - I just want to be able to withdraw the amount that I earned. Please let me complete a full KYC process to prove that what I say is true.

[Rating Place]

I have just seen this reply. Through the time I have been on Rollbit I have made many deposits and withdrawals, and not once has the issue of my location been an issue. Recently, I managed to make some gains and wanted to withdraw them, and suddenly the account is wiped clean and deleted? $64k of my earnings are completely wiped suddenly?

I understand that your data does not support me living in Luxembourg as I explain on my initial post, I connect on the phone with my mobile data. The connections from the UK come as I work there frequently (and for work purposes I have had to purchase a UK SIM as it is required). When connecting from LUX (which I see from the data it registers as Spain given the mobile data), not ONCE did I see the prompt of being connected to a restricted region.

As for why I still use the phone family plan I had in Spain, it is way cheaper, as we get free roaming in the Schengen area (we pay the same fare throughout Europe), therefore it is a cheaper and more convenient option.

All I ask is the chance to prove that this is true, I can facilitate my contract, my rent agreement, my bank details - I just want to be able to withdraw the amount that I earned. Please let me complete a full KYC process to prove that what I say is true.

File a complaint with Ask Gamblers or ThePogg. They are two that seem to be fair.

[AHOYBRAUSE]

OP had their deposit returned (including an extra $1,357.41) and account closed after their own admission of playing from Spain and the UK. We are prohibited from accepting players from these regions, as per the terms of our license.

OP claims to be residing in Luxembourg, but our data does not support this, nor does it negate the fact that they've been playing from restricted regions.

Where has there been an "own admission of playing from Spain and the UK" ? @OP, did you ever do that? If so there is nothing that can be done here I guess.
BUT, actually the rules state players residing in the banned regions are prohibited to play. He is not residing there as he says. Also residing is not visiting. He explained the Spanish IPs.
Anyway, returning the 1400$ deposit and keeping 64k is quite an easy way out, isn't it?

By the way, why has ne never been asked for KYC or been addressed about his IP before if there are soooo many Spanish IPs???
I can tell you why, because he was depositing and losing, right? No problem using a Sanish IP to lose. You just don't like paying wins.

"OP claims to be residing in Luxembourg" , if you don't believe him then do KYC and let him prove it.

[Petermario]

OP had their deposit returned (including an extra $1,357.41) and account closed after their own admission of playing from Spain and the UK. We are prohibited from accepting players from these regions, as per the terms of our license.

OP claims to be residing in Luxembourg, but our data does not support this, nor does it negate the fact that they've been playing from restricted regions.

Where has there been an "own admission of playing from Spain and the UK" ? @OP, did you ever do that? If so there is nothing that can be done here I guess.
BUT, actually the rules state players residing in the banned regions are prohibited to play. He is not residing there as he says. Also residing is not visiting. He explained the Spanish IPs.
Anyway, returning the 1400$ deposit and keeping 64k is quite an easy way out, isn't it?

By the way, why has ne never been asked for KYC or been addressed about his IP before if there are soooo many Spanish IPs???
I can tell you why, because he was depositing and losing, right? No problem using a Sanish IP to lose. You just don't like paying wins.

"OP claims to be residing in Luxembourg" , if you don't believe him then do KYC and let him prove it.

I never admitted to play from Spain and the UK, I was barely explaining why the IP ping showed Spain and the UK respectively. As you point out, the fact that my IP was showing Spain or the UK was never flagged to me and I never received a warning or pop-up for this, therefore, how was I supposed to know that my pings where in fact from the country my SIM is from and not from LUX where I was in? This could easily be settled by completing KYC, and as I stated before I am happy to provide all the documentation deemed necessary, including LUX resident permit, Spanish ID document, employment contract, rent agreement, etc.

Thank you, will also bring this up with Ask Gamblers and ThePogg, could you provide further details on this on PM by any chance? @Rating Place

[holydarkness]

[...]

Thank you, will also bring this up with Ask Gamblers and ThePogg, could you provide further details on this on PM by any chance? @Rating Place

Umm... one question, have you file the complaint to any of the arbitrator?

By the way, ThePogg has been rebranded to casinoreviews, and I honestly don't know whether the rebranding affect their mediation method or not, but past history told me that they're less transparent than other mediator. Not in a sense that they're worse or better than other mediator, I don't have enough reference to compare their efficiency to other arbitrators, simply just less transparent. Unless I remember things wrongly, they didn't provide a thread-like page that's open for public to read.

[Petermario]

Umm... one question, have you file the complaint to any of the arbitrator?

By the way, ThePogg has been rebranded to casinoreviews, and I honestly don't know whether the rebranding affect their mediation method or not, but past history told me that they're less transparent than other mediator. Not in a sense that they're worse or better than other mediator, I don't have enough reference to compare their efficiency to other arbitrators, simply just less transparent. Unless I remember things wrongly, they didn't provide a thread-like page that's open for public to read.
[/quote]

I have not filed any complaint yet, not sure what the process is to be honest, but will start looking for legal counsel on my end as wiping my account and keeping my funds without letting me KYC is completely illegal from what I have read.

[holydarkness]

I have not filed any complaint yet, not sure what the process is to be honest, but will start looking for legal counsel on my end as wiping my account and keeping my funds without letting me KYC is completely illegal from what I have read.

Whether you'd like to have an arbitrator to get into your case or try to solve it through the forum is completely up to you, but understand that once you proceed with an arbitrator, Rollbit has the full right to only answer you there and ignore other means of resolution attempt.

If you want to proceed with an arbitrator though... did your bets happen to be sportsbetting related or they're purely casino games? I ask because far as I know, Rollbit is only on CasinoGuru, and CG does not handle cases that are sport-betting related; other than that, you have to escalate to their licensor.