Rollbit account closed with $28k USD withdrawal pending

[db888]

What happened::
I joined Rollbit a few years ago when they acquired/bought Stake's Platinum+ CRM list and targeted people to sign up with eDM offers. I kept the account fairly dormant until recently, where I played and won fairly regularly on a mix of Blackjack, Roulette, Bacarat and Slots. I play from multiple locations with VPN as travel throughout Canada and APAC regularly (travel monthly). A few days ago I withdrew $28K USD after depositing ~$10K and betting quite heavily on Pragmatic Blackjack. My withdrawal got stuck on "Contact Support". I contacted their support who advised it would be sorted in a few hours. It wasn't. I continously followed up and they kept saying it is going to "a provider for review". Not sure what that meant, but opted to be patient.

Then today I get an update saying KYC.
I successfully KYCed L1, L2, L3 and even L4 with the support agent (R0cky, who was actually quite friendly). My KYC was based on my residency in India, where I have a property and frequently visit (a valid country for Rollbit). Once KYC was done, he informed me it's been escalated to a member of the team.

Then Razer (who I presume is the co-founder based on his "status" in this forum) messaged asking where I was currently. I'm in AU visiting family, and he used this plus my VPN usage as an excuse to immediately terminate my account. Subsequent messages to his juniors led to them just quoting my overall P/L (which is positive) and disregarding my request to process the withdrawal.

I know these guys are successful, but they run an absolute horror of an operation. Seems like they're happy to have you as a customer so long as you don't attempt to withdraw or go into a positive P/L.

I request that Razer and whoever his decision makers are return my pending withdrawal of $28K USD. It's super unprofessional for them to withhold winnings for a KYCed customer just because a user is a citizen of the world. If I had a losing session, they'd have no issue with taking my deposits time and time again, I'm sure of it.


Scammers Profile Link:
rollbit.com

Reference Link:
https://pastebin.com/dP7SpWdJ

Amount Scammed:
~$28.2k / 479 LTC  + a small pending balance of ~$350
https://imgur.com/a/Xa7gKR3

Payment Method:
LTC

Proof of Payment:
https://imgur.com/a/Xa7gKR3 (second image)


PM/Chat Logs:
https://pastebin.com/dP7SpWdJ

Additional Notes:
I'm fine with my account being closed if they deem certain regions a breach of ToS. But at the very minimum they should return my pending withdrawal.
I highly caution anyone to use these guys. My experience with Stake, while not perfect, has been tremendously more customer friendly.

[acroman08]

am I correct to assume that you used their platform while in Australia? if so, then I guess this is a clear-cut case where you violated their terms and conditions on the geographical restrictions rule that they have.

anyway, I am not sure if they'll approve your pending withdrawal, there is a recent case here where they confiscated the remaining balance(which was 481USDT according to the gambler) of the gambler's account on Rollbit because the gambler had significant profit overall on the site. just to be clear, I am not sure if they will have the same decision on your case.

here's the case that I am talking about if you are curious Rollbit Regional Account Block

[holydarkness]

To give more context of what acroman08 said, though it's probably true that India is not part of the restricted territory, you still violates their terms when you visit from Australia [see below]. Further, from the chat log, they seemed to locate you solely from Australia, all of your activities is from Australia, and never from other country you mentioned, be it Canada, Singapore, or India? Can you give us a deeper understanding for this nature of the situation?

[db888]

To give more context of what acroman08 said, though it's probably true that India is not part of the restricted territory, you still violates their terms when you visit from Australia [see below]. Further, from the chat log, they seemed to locate you solely from Australia, all of your activities is from Australia, and never from other country you mentioned, be it Canada, Singapore, or India? Can you give us a deeper understanding for this nature of the situation?

am I correct to assume that you used their platform while in Australia?

Mix of Canada, India, Aus and Singapore - usually routed through my Canadian VPN on my laptop. I travel for work constantly. No issues til I withdrew that $28k recently. And again, I did the KYC approval with my Indian residency up to L4 (which was super elaborate) before they decided to screw me over / instantly close my account.

there is a recent case here where they confiscated the remaining balance...of the gambler's account on Rollbit because the gambler had significant profit overall on the site

So disappointing to hear they treat others like this too. I guess this is part of their business dna though. Let someone play an -EV game, and if they happen to get up, then just nuke their account and refuse payout. But I'm sure if said individual was in the hole they'll happily accept more deposits...

[Rating Place]

If you always use a VPN, then you should be paid in full. There is no proof you played from a banned country.

[db888]

If you always use a VPN, then you should be paid in full. There is no proof you played from a banned country.

True, but I'd add you should never withhold winnings from a KYCed customer period after allowing them to play + win. Especially after they've waited for their withdrawal for days with minimal comms.

It seems very rash to close my account mid-chat and try and erase my pending withdrawal, but may just be how this Rollbit choose to operate - money first and player second.

[Rating Place]

If you always use a VPN, then you should be paid in full. There is no proof you played from a banned country.

True, but I'd add you should never withhold winnings from a KYCed customer period after allowing them to play + win. Especially after they've waited for their withdrawal for days with minimal comms.

It seems very rash to close my account mid-chat and try and erase my pending withdrawal, but may just be how this Rollbit choose to operate - money first and player second.

I agree with all of that. They have the right to close your account but they have no right to steal. Rollbit needs indisputable proof.

[db888]

They have the right to close your account but they have no right to steal. Rollbit needs indisputable proof.

Well stated. Per my OG post, they can close my account should they choose - it is their platform after all - but ceasing a pending withdrawal after winning is straight up stealing. Hopefully whoever is in charge begins to value their players instead of whatever dashboard with digits they're looking at.

[zordx]

if they refuse to even give you the deposit back basically it means they stole 10,000$ dollars from you wtf???

why would the hold the deposit its literally your own money....

[Rating Place]

Rollbit would never win in court in a case like this. The OP made no plays from a banned country but let’s say he made one play. Can you imagine a court saying that the OP made one play in a banned country so Rollbit can steal $28,000 or $18,000.

Edit- Australia is geo-blocked. How does Rollbit know play came from Australia?

[db888]

why would the hold the deposit its literally your own money....

They claim they can keep all funds because I was in profit over lifetime. :\ Must be looking at some dashboard on who they do / don't want as customers based on P/L I guess.

The irony is is with other casinos like Stake I've had 6 figure swings in and out of profit, and they've always treated me with respect irrespetive of the position. Guess these Rollbit guys just play the short game.

Australia is geo-blocked. How does Rollbit know play came from Australia?

Lol exactly. If they can early detect countries they don't want players from, then why allow do they allow them to even play? Unless they only want to compound deposits and issue no withdrawals. That may just be their business model.

[Rating Place]

The UK and US make it so that play is blocked in banned regions. The bad crypto books set up a trap. If the UK and US can do it, they all can do it.

[holydarkness]

Some posts here are not exactly necessary if people bother to read the information given by OP on the opening post and the supplementing post given by others.

OP accessed from Australia, it's one of the restricted territory. Accessing Rollbit from this country warrants account termination and/or fund confiscation as per agreed by OP on clause 6.1., restricted territory; explained on post #2 with a screenshot of the said ToS shown on post #3 to make things easier.

Where does Rollbit knows OP play from Australia? It's by OP's own admission, provided through his chat log on the opening post,



And OP, your question, "If they can early detect countries they don't want players from, then why allow do they allow them to even play?", well, they don't.

I try to replicate your situation, by accessing "from" AUS, the result was as below,



Note the timestamp I mark in red underline [forgive the time gap, I accessed the sites and made the screenshots few hours ago while I had some time to spare, and only manage to type a complete post just now], to show that I indeed accessed both pages within the same time, that I'm still effectively in AU through VPN [proven by the result of whatismyip].

You should get that pop-up I pointed in blue arrow. So the only reason they "allow" you to do so, I dare to assume, is because you click that small x button on the pop-up message and disregard the warning.

[db888]

So the only reason they "allow" you to do so, I dare to assume, is because you click that small x button on the pop-up message and disregard the warning.

No, this is inaccurate. I didn't get any restricted pop up as my traffic was always routed through my Canada VPN (which of course let me access the platform with no warnings or issues).
It was only until the withdrawal that they suddenly took issue with VPN usage.

[holydarkness]

So the only reason they "allow" you to do so, I dare to assume, is because you click that small x button on the pop-up message and disregard the warning.

No, this is inaccurate. I didn't get any restricted pop up as my traffic was always routed through my Canada VPN (which of course let me access the platform with no warnings or issues).
It was only until the withdrawal that they suddenly took issue with VPN usage.

Let me see if I get this correctly, you never had any pop up message when you accessed from AU, or any other places that you happened to visit that is/are part of their restricted territory because you always use your Canada VPN, of which, naturally, will always place you in Canada?

I'll advise you to visit their ToS and read section 13, or just read below, I've snip them for you

.

Let me simplify this, even without that new admission of yet another breach of ToS, you accessing from AU is already a violation of their ToS you agreed with, and violation to ToS entailed by repercussion.

[Hhampuz]

[db888]

Let me simplify this, even without that new admission of yet another breach of ToS, you accessing from AU is already a violation of their ToS you agreed with, and violation to ToS entailed by repercussion.

I'll reiterate what I said in my original post and also requote it below: They have the right to close the account if they deem a breach of ToS, but they ought to return the pending withdrawal particularly since I successfully KYCed. I'm sure if I was a losing player they would continue to take my business / deposits without any of this drama. That is the fundamental issue.

Quote from original post:

I'm fine with my account being closed if they deem certain regions a breach of ToS. But at the very minimum they should return my pending withdrawal.

[holydarkness]

Let me simplify this, even without that new admission of yet another breach of ToS, you accessing from AU is already a violation of their ToS you agreed with, and violation to ToS entailed by repercussion.

I'll reiterate what I said in my original post and also requote it below: They have the right to close the account if they deem a breach of ToS, but they ought to return the pending withdrawal particularly since I successfully KYCed. I'm sure if I was a losing player they would continue to take my business / deposits without any of this drama. That is the fundamental issue.

Quote from original post:

I'm fine with my account being closed if they deem certain regions a breach of ToS. But at the very minimum they should return my pending withdrawal.

Unfortunately, no, they ought not.

They have the right to close your account if they deem... the more appropriate word is "due to", not "if", because it's already happened and proven, I'll rephrase, they have the right to close your account due to a breach of ToS [or two], and they have the full right to void any bets, and withhold and/or retain any or all of your balance, clause 5 on ToS, focus on 5.3,

[Rating Place]

It’s illegal for Rollbit to accept bets from jurisdictions in which they have no license. Instead of blocking VPN use, as is done in the UK and US, they accept VPN bets. Then they confiscate money from winners and keep money from losers.

If they are going to accept illegal bets, then pay winners. If they don’t pay winners, then they should also refund losers.

It’s a scam that some of these casinos use. It’s very easy to block VPN use or require players to download location finders. Some casinos require that software to be downloaded to play.