Account wiped with $64k on Rollbit.com

[holydarkness]

After following up with them they have answered the following in red:

"Thank you for getting back to us.

Unfortunately, as mentioned, there is nothing that can be done to rectify the situation and to open the account.

We are considering the matter closed and will not communicate on it further."

I understand this is completely outrageous given all of the proof I have provided - where do you recommend I escalate this issue please?

Remind me again, do your bets consist of sport-betting? Rollbit is on CasinoGuru, of whom can probably help your case and retry it, but they don't mediate sport-betting related issues. It's worth a shot, though, perhaps if you tell them that your issue is about residency and not the betting themselves, they will want to mediate.

Know that the forum also adhere to their ruling. We're working side-by-side with them and honoring their final verdict. So when they come with their final words, all of us are bound by that ruling.

[Petermario]

After following up with them they have answered the following in red:

"Thank you for getting back to us.

Unfortunately, as mentioned, there is nothing that can be done to rectify the situation and to open the account.

We are considering the matter closed and will not communicate on it further."

I understand this is completely outrageous given all of the proof I have provided - where do you recommend I escalate this issue please?

Remind me again, do your bets consist of sport-betting? Rollbit is on CasinoGuru, of whom can probably help your case and retry it, but they don't mediate sport-betting related issues. It's worth a shot, though, perhaps if you tell them that your issue is about residency and not the betting themselves, they will want to mediate.

Know that the forum also adhere to their ruling. We're working side-by-side with them and honoring their final verdict. So when they come with their final words, all of us are bound by that ruling.

It is a mixture of everything, it is more a residency problem than anything else, I will look into opening up a case at CasinoGuru. Is there any other arbitration website you would use, or better to keep everything through one channel?

[holydarkness]

It is a mixture of everything, it is more a residency problem than anything else, I will look into opening up a case at CasinoGuru. Is there any other arbitration website you would use, or better to keep everything through one channel?

Umm... There are other arbitration site that as famous as CasinoGuru in facilitating dispute mediation, AskGamblers, but Rollbit is not available on AG. And there are other site that might have Rollbit, like casinoreviews [formerly ThePogg], I haven't check if they're on them, though, nor really familiar with their reputation in dispute resolution.

IIRC, there was an inquiry by other member far in the past to Rollbit to where can someone raise a dispute, and they suggest to raise it to their licensor. So, I think your option is between CG and their master licensor.

And no, it is not recommended to raise to both simultaneously. The master licensor is seen as the final path. When CG learn that you've escalate to their licensor, more likely than not, they will cease from mediating.

So it's completely your choice, either to have CG a try or to directly go to their licensor.

[Petermario]

It is a mixture of everything, it is more a residency problem than anything else, I will look into opening up a case at CasinoGuru. Is there any other arbitration website you would use, or better to keep everything through one channel?

Umm... There are other arbitration site that as famous as CasinoGuru in facilitating dispute mediation, AskGamblers, but Rollbit is not available on AG. And there are other site that might have Rollbit, like casinoreviews [formerly ThePogg], I haven't check if they're on them, though, nor really familiar with their reputation in dispute resolution.

IIRC, there was an inquiry by other member far in the past to Rollbit to where can someone raise a dispute, and they suggest to raise it to their licensor. So, I think your option is between CG and their master licensor.

And no, it is not recommended to raise to both simultaneously. The master licensor is seen as the final path. When CG learn that you've escalate to their licensor, more likely than not, they will cease from mediating.

So it's completely your choice, either to have CG a try or to directly go to their licensor.

Thank you, I will start a dispute with CasinoGuru now, is it just raising it through their "complaints" section?

[holydarkness]

Thank you, I will start a dispute with CasinoGuru now, is it just raising it through their "complaints" section?

To be clear of any confusion, it should be through their "profile page", clicking the "safety index explained" tab, and click the orange "submit a complaint" button as shown below:



It'll most likely take a couple of days before the dispute can be deemed as fit for a complaint by their mediator and made available for public eyes.

[Petermario]

Thank you, I will start a dispute with CasinoGuru now, is it just raising it through their "complaints" section?

To be clear of any confusion, it should be through their "profile page", clicking the "safety index explained" tab, and click the orange "submit a complaint" button as shown below:



It'll most likely take a couple of days before the dispute can be deemed as fit for a complaint by their mediator and made available for public eyes.

Thank you very much, submitted the dispute a few days ago and it seems it is public now, I hope this can be resolved this way...

[holydarkness]

[...]
It'll most likely take a couple of days before the dispute can be deemed as fit for a complaint by their mediator and made available for public eyes.

Thank you very much, submitted the dispute a few days ago and it seems it is public now, I hope this can be resolved this way...

Link to the case on CG, so people here can access them easier: https://casino.guru/rollbit-casino-player-s-account-has-been-closed-without

OP, I gave it a read, I think it'll be wise to explain your situation with UK IP as well, since their system detect UK IP address on your session log. And it probably be better for them to learn it from you, before the fact unearth itself, so the mediator will see that you're trying to be as transparent as you can to get this case resolved and has nothing to hide.

[Petermario]

Just as an update, my complaint has been deemed as "unresolved" by CasinoGuru as well, given that Rollbit refuse to budge or provide any reasonable explanation on stealing client's winnings.

I would caution anyone thinking of using the site to think twice, as they can confiscate all your winnings without further explanation.

Would also like to ask for any advice to move forward with this, is issuing a complaint directly with the regulator the only option?

[holydarkness]

Just as an update, my complaint has been deemed as "unresolved" by CasinoGuru as well, given that Rollbit refuse to budge or provide any reasonable explanation on stealing client's winnings.

I would caution anyone thinking of using the site to think twice, as they can confiscate all your winnings without further explanation.

Would also like to ask for any advice to move forward with this, is issuing a complaint directly with the regulator the only option?

Thank you for keeping us in the loop. Unfortunately, yes, I think the next path you can take right now will be to raise to their licensor. They're still under Curacaoan authority [previously they were with GC, now they're directly under GCB following the overhaul], however, GCB currently doesn't mediate dispute.

It will be a feature under CGA, the successor of GCB that'll centrally oversee all of gambling entities in Curacao, and AFAIK, the transition will happen in 2025. So unfortunately, you'll have to wait until GCB finally transformed to CGA to file a complaint.

[memehunter]

Here is the CG's take on the case;


I do not understand what is stopping the casino in question from providing evidence to CG. If the nature of the case requires interpretation of certain evidence in order to establish violation of their policies, they should just provide it to CG. Here, in my humble opinion, the casino arbitrarily infers suitable conclusions while neglecting OP's point of view.
Not replying to a mediator only proves that the casino wants to hide malpractice, and it should serve as a deterrent to all future high rollers.     

[holydarkness]

So, I finally have some time to catch up with some things and gave the entire CG page a read. I have to say that yes, Rollbit acted a bit funny on this case and could have handled the matter in a more transparent way. Nonetheless, regardless of how they approached the case, as always, we're bound by the ADR's findings. Thus, I am marking this as "unresolved" as per CG's ruling.

Hopefully, OP, when CGA is fully operational, you can lodge a complaint, get things sorted out, and we can mark this as resolved. Kindly reach back to us when that situation [or any, related to any development of your case] happen.

[holydarkness]

Sorry for necromancing the thread.

OP, I am hoping that this bump reach you somehow, given your last active date was about one and a half months ago. Can you tell us whether you lodged a complaint to another governing body or perhaps escalating to court? Or were you waiting for CGA to be fully operational in hope that they'll accept dispute resolution?