[Scam Accusation] Rollbit.com - locked account with ~$1050 balance

[shueao]

Hi everyone,

Unfortunately I've had a lot of trouble with Rollbit, who have locked my account with $1,050 balance.

I have withdrawn many times in the past with Rollbit, but on my latest withdraw of $400, they asked me to verify my account. I successfully verified to level 3 kyc, however, they claim that I am not the account controller.

I have contacted live support many times asking why its locked and to give my funds back, but they mostly ignore my queries or give a generic response, saying that it is now locked.

I made a complaint on Casino Guru; https://casino.guru/rollbit-casino-player-s-account-is-locked-with-delayed
But nobody from Rollbit replied to the complaint, so it is now unresolved, along with many other complaints.

Account Details:
Shueao
Profile page: https://talkimg.com/images/2025/06/16/UdDWk8.jpeg
Blocked Withdrawals: https://talkimg.com/images/2025/06/16/UdD5g2.jpeg
Leve 3 KYC completed: https://talkimg.com/images/2025/06/16/UdDghq.jpeg
Withdrawals Transactions: https://talkimg.com/images/2025/06/16/UdD0uw.jpeg

As you can see from the withdrawals page, I have $100, $250 and $400 frozen in withdrawals + about $376 in balance, although I think I bet some in casino while on live chat, but there should be at least $300 in balance. The process took a long time.

Live Chat:
Fork reply: https://talkimg.com/images/2025/06/16/UdD9dc.png
Razer/Benji part 1: https://talkimg.com/images/2025/06/16/UdDbVD.jpeg
Razer/Benji part 2: https://talkimg.com/images/2025/06/16/UdDilj.jpeg
Razer reply part 3: https://talkimg.com/images/2025/06/16/UdDeg3.png


I am unable to access the account anymore, it will not let me login. I have also sent an email to support@rollbit.com, but have not received any response.

[Mahdirakib]

I have withdrawn many times in the past with Rollbit, but on my latest withdraw of $400, they asked me to verify my account. I successfully verified to level 3 kyc, however, they claim that I am not the account controller.

We have seen similar type of complaints against other casinos here in the past. In one case, a brother of the users got involved in the video verification of KYC process. In another case, the user claimed that he had uploaded his brother identity documents by mistake. Both of those were against a different casino, and those user's accounts weren't unblocked by the casino team. Getting back to your issues, you have said this to the support team of Rollbit (I have cropped the image)



It means, you have also messed up during the KYC verification process. Can you explain more about the whole situation which occurred during the level 3 verification (liveness check) on your laptop? Were you alone in front of the camera? If you never used the phone to play at Rollbit, then switching the device in the middle of the verification can also be the reason of your issue.

@holydarkness, I know this accusation isn't going to escape from your eyes . Still, I'm mentioning you here so that you can forward it to 'Razer' quickly.

[khaled0111]

Rollbit has a good reputation overall on this forum so I guess if this was due to a mistake on their part, they will resolve it quickly.

From your conversation with live support, they seem pretty confident that the one who passed kyc is not the real owner of the account. But, I believe it would be more fair if they had explained what makes them think so.

Did you use a different device/ip when verifying your account than the one you usually use to access their casino? That could be one of the reasons why they think you are not the real owner of the account.

[holydarkness]

I don't understand this image below as it's cropped that it didn't show timestamp like the other two images,



was it happen after Razer and Benji restart the KYC or was it before, and then Razer restart your KYC? In short, were your account currently restarting KYC from level 1-3 or have you did it again, passed, and then locked?

[...]
@holydarkness, I know this accusation isn't going to escape from your eyes

 

[khaled0111]

was it happen after Razer and Benji restart the KYC or was it before, and then Razer restart your KYC? In short, were your account currently restarting KYC from level 1-3 or have you did it again, passed, and then locked?

If I understand correctly then this happened after he verified his identity for the second time and this screenshot shows the last message he received from them.

They froze his withdrawal request and asked him to verify his identity which he did up to level-3. They rejected it because they believe the submitted documents don’t belong to the real owner of the account. So, they asked him to verify his account, again (gave him a second chance by resetting KYC).
He did what they asked using the same documents thinking his laptop camera was the cause of the issue.. But they rejected it again, and blocked his account.

[holydarkness]

was it happen after Razer and Benji restart the KYC or was it before, and then Razer restart your KYC? In short, were your account currently restarting KYC from level 1-3 or have you did it again, passed, and then locked?

If I understand correctly then this happened after he verified his identity for the second time and this screenshot shows the last message he received from them.

They froze his withdrawal request and asked him to verify his identity which he did up to level-3. They rejected it because they believe the submitted documents don’t belong to the real owner of the account. So, they asked him to verify his account, again (gave him a second chance by resetting KYC).
He did what they asked using the same documents thinking his laptop camera was the cause of the issue.. But they rejected it again, and blocked his account.

OP, if this is the case, do you mind to shoot me your rollbit username or email address through PM and inform us here how long has it been since you reached support by email and get no reply?

If... the situation is the former [where you're asked to do KYC again,you've currently redoing it, and waiting for verification] then I'll suggest to wait until the KYC verification completed and update us with the result.

[shueao]

Hi everyone,

I have sent holydarkness a dm with my Rollbit details.

I have withdrawn many times in the past with Rollbit, but on my latest withdraw of $400, they asked me to verify my account. I successfully verified to level 3 kyc, however, they claim that I am not the account controller.

It means, you have also messed up during the KYC verification process. Can you explain more about the whole situation which occurred during the level 3 verification (liveness check) on your laptop? Were you alone in front of the camera? If you never used the phone to play at Rollbit, then switching the device in the middle of the verification can also be the reason of your issue.

During the first level 3 verification (liveness check), I positioned my body within the defined silhouette as the liveness check instructed, however, it took about 5 mins of adjusting for the liveness check to capture a photo. Despite this, the verification still went through and showed a green tick, saying it was successfully completed.
Once this was completed I notified the live chat. After some time, they said they don't believe I am the account controller and reset the KYC. I assumed this was due to some issue with my laptop camera so I redid the verification on my phone.
Nobody else did the liveness check with me.

To add to this, I have done the same liveness check on both Duelbits.com and Shuffle.com without any issues in the past, using the same documentation. Duelbits verification was near instant, they approved my withdrawal within 5 mins of completing verification. Shuffle.com took a few weeks to verify but eventually they approved (they did mention they had a lot of cases). I am happy to provide proof of my verification levels and withdrawals from both Duelbits and Shuffle if needed. I also have accounts with Roobet and Rainbet, who haven't requested KYC but have let me withdraw on multiple occasions as well.

was it happen after Razer and Benji restart the KYC or was it before, and then Razer restart your KYC? In short, were your account currently restarting KYC from level 1-3 or have you did it again, passed, and then locked?

OP, if this is the case, do you mind to shoot me your rollbit username or email address through PM and inform us here how long has it been since you reached support by email and get no reply?

Regarding the email, I only sent it yesterday, but haven't heard back from them yet. I should have done this earlier, but I was waiting on casino guru representatives to mediate the case since they had direct communication. I only found out about compliance@rollbit.com through other cases on this forum when I signed up to this forum yesterday. (Live support staff never mentioned any email to send to)

[shueao]

I forgot to mention that I have used both my phone and laptop in the past for Rollbit, including withdrawals, without any issues.

Another thing, I see other cases where Rollbit staff keep requesting to list other accounts. They have never requested this from me, but only accuse my documents of not being the account holder.

[Mahdirakib]

During the first level 3 verification (liveness check), I positioned my body within the defined silhouette as the liveness check instructed, however, it took about 5 mins of adjusting for the liveness check to capture a photo. Despite this, the verification still went through and showed a green tick, saying it was successfully completed.
Once this was completed I notified the live chat. After some time, they said they don't believe I am the account controller and reset the KYC. I assumed this was due to some issue with my laptop camera so I redid the verification on my phone.
Nobody else did the liveness check with me.

Thank you for explaining the situation. Perhaps, the situation could be indeed related to the delays in face verification (liveness) on your laptop. Had you completed the verification on the other casinos with your laptop? The verification process is same at Duelbits. I hope you haven't made any mistake with your documents between these two verification attempts. Now you can only wait for a response from their compliance team email support or 'Razer' response. Let's wait and see what they explain about it.

[holydarkness]

Hi everyone,

I have sent holydarkness a dm with my Rollbit details.

[...]

Regarding the email, I only sent it yesterday, but haven't heard back from them yet. I should have done this earlier, but I was waiting on casino guru representatives to mediate the case since they had direct communication. I only found out about compliance@rollbit.com through other cases on this forum when I signed up to this forum yesterday. (Live support staff never mentioned any email to send to)

I confirm that I've got the PM and I've reached Razer about it just now, before I write this post. Please wait a little until he gets the chance to read my text. And, more importantly, please tell me that you have not write to compliance@rollbit.com?

[shueao]

Thanks holydarkness, I meant to say that I sent an email to support@rollbit.com. I must have mixed up the two from reading other posts.

And no, I completed both the Duelbits and Shuffle live verification on my phone. Shuffle account is level 5 verified. Using the same documents; passport, utility bills

[holydarkness]

Thanks holydarkness, I meant to say that I sent an email to support@rollbit.com. I must have mixed up the two from reading other posts.

And no, I completed both the Duelbits and Shuffle live verification on my phone. Shuffle account is level 5 verified. Using the same documents; passport, utility bills

Okay, good. Please wait until I can hear from Razer before escalating to compliance. There is a chance that Razer will simply dismiss me and tell me to tell you to write to compliance, but there is also a chance that he'll address your matter personally and reopen your KYC. One thing for sure though, once you write to compliance, it'll be out of Razer's hand. So... Let's wait, yeah?

[holydarkness]

Hi, here to close this thread as OP seemingly leave the forum for good [his last online was about a month ago], probably after he heard back from support@rollbit. Razer informed me that the player was caught falsifying KYC with... something. I don't think I am allowed to go into details and relay what exactly Razer told me. And naturally I'd like to inquire more from Rollbit. But given the player seemed to "lose interest" in this case might indicate I don't need to pursue the matter deeper as the silence explain itself.

OP, if that's not the case and you're simply not being online because you're reading in guest mode, please pop back in with rebuttal, and I'll convey to Razer. Otherwise, I'll mark this as resolved on the next list update.

[Pablo-wood]

I think OP is trying to play smart. I don't see why a report is made and the timestamp is hidden from the evidence provided. Everything has to be clear so that there will be no bias. I will like to ask OP what the terms of the condition is.

 From the last three messages it shows there is more to this matter that we are yet to know and it will be in the best interest of OP to state what the cooperation conditions because nothing is clear about this accusations.

[shueao]

Hi again,

I am still here. Yes I have been checking every few days not logged in.
Firstly, I have not heard anything back from support@rollbit.
Second and most importantly, I have not falsified any KYC despite what Razer/Rollbit is accusing me of.
I've never had any issues with these documents on any other casinos or with other services non-crypto related. I used my own passport and utility bills as proof of KYC, and passed the live verification check twice.

I understand I don't necessarily fit the normal demographic of crypto casino users, but for them to accuse me of falsifying KYC without evidence is absurd.

https://talkimg.com/images/2025/06/16/UdDeg3.png

I think OP is trying to play smart. I don't see why a report is made and the timestamp is hidden from the evidence provided. Everything has to be clear so that there will be no bias. I will like to ask OP what the terms of the condition is.

 From the last three messages it shows there is more to this matter that we are yet to know and it will be in the best interest of OP to state what the cooperation conditions because nothing is clear about this accusations.

Sorry, I'm not sure what you mean by this?
This screenshot was after I did the 2nd live verification check. They are accusing me of not being the true account holder and to cooperate by giving them the true account holder kyc. I am accusing them of stealing my $1,050 balance by locking my account.

[holydarkness]

Hi again,

I am still here. Yes I have been checking every few days not logged in.
Firstly, I have not heard anything back from support@rollbit.
Second and most importantly, I have not falsified any KYC despite what Razer/Rollbit is accusing me of.
I've never had any issues with these documents on any other casinos or with other services non-crypto related. I used my own passport and utility bills as proof of KYC, and passed the live verification check twice.

I understand I don't necessarily fit the normal demographic of crypto casino users, but for them to accuse me of falsifying KYC without evidence is absurd.

Thank you for popping back. I was about to mark it as resolved yesterday.

Do you mind to uhh... help me be more specific about being "not necessarily fir the normal demographic of the crypto casino users"? Unfortunately, I don't think Razer will respond to me and clarify the matter further with proof upon my inquiry, though I'll try. For the time being... if you can help us understand here what happened, from your side?

[shueao]

Hi again,

I am still here. Yes I have been checking every few days not logged in.
Firstly, I have not heard anything back from support@rollbit.
Second and most importantly, I have not falsified any KYC despite what Razer/Rollbit is accusing me of.
I've never had any issues with these documents on any other casinos or with other services non-crypto related. I used my own passport and utility bills as proof of KYC, and passed the live verification check twice.

I understand I don't necessarily fit the normal demographic of crypto casino users, but for them to accuse me of falsifying KYC without evidence is absurd.

Thank you for popping back. I was about to mark it as resolved yesterday.

Do you mind to uhh... help me be more specific about being "not necessarily fir the normal demographic of the crypto casino users"? Unfortunately, I don't think Razer will respond to me and clarify the matter further with proof upon my inquiry, though I'll try. For the time being... if you can help us understand here what happened, from your side?

So to narrow it down, I am female and am from Taiwan. I am assuming they don't really see many customers from Taiwan or females for that matter, given the accusations right after I completed the KYC. From my perspective, they didn't really review the KYC I provided and liveness check since they (Razer) were very quick to accuse me and lock the account - within a few mins of me completing the KYC. Other casinos such as Shuffle, took over 3-4 weeks to approve my documents so I believe that there was a genuine review process there.

Basically what I'm trying to say is that, from the moment I did their KYC request, they accused me almost immediately of not being the account holder.

For better context, in Taiwan we don't have any physical casinos and sports betting is in a bit of a grey area. The only regulated place is Taiwan Sports Lottery (TSLC) for lottery tickets and sports betting. However, for betting purposes their odds and promotions are not very good. Other gambling companies such as Bet365 offer to Taiwan customers but I have tried depositing and the government blocks transactions from my cards to these sites. This is what led me to these online crypto casinos such as Rollbit.

I hope this clears up any confusion around my case. It's been a frustrating experience so far trying to get an answer from Rollbit. I originally complained on casino guru but it seems they don't respond at all there: https://casino.guru/rollbit-casino-player-s-account-is-locked-with-delayed

As you can see from earlier screenshots here, I previously had no issues withdrawing funds from Rollbit, however, since I became profitable, that seems to be when the issue started. At this point, I am just requesting for my remaining balance to be returned.

[holydarkness]

Thank you for popping back. I was about to mark it as resolved yesterday.

Do you mind to uhh... help me be more specific about being "not necessarily fir the normal demographic of the crypto casino users"? Unfortunately, I don't think Razer will respond to me and clarify the matter further with proof upon my inquiry, though I'll try. For the time being... if you can help us understand here what happened, from your side?

So to narrow it down, I am female and am from Taiwan. I am assuming they don't really see many customers from Taiwan or females for that matter, given the accusations right after I completed the KYC. From my perspective, they didn't really review the KYC I provided and liveness check since they (Razer) were very quick to accuse me and lock the account - within a few mins of me completing the KYC. Other casinos such as Shuffle, took over 3-4 weeks to approve my documents so I believe that there was a genuine review process there.

Basically what I'm trying to say is that, from the moment I did their KYC request, they accused me almost immediately of not being the account holder.

For better context, in Taiwan we don't have any physical casinos and sports betting is in a bit of a grey area. The only regulated place is Taiwan Sports Lottery (TSLC) for lottery tickets and sports betting. However, for betting purposes their odds and promotions are not very good. Other gambling companies such as Bet365 offer to Taiwan customers but I have tried depositing and the government blocks transactions from my cards to these sites. This is what led me to these online crypto casinos such as Rollbit.

I hope this clears up any confusion around my case. It's been a frustrating experience so far trying to get an answer from Rollbit. I originally complained on casino guru but it seems they don't respond at all there: https://casino.guru/rollbit-casino-player-s-account-is-locked-with-delayed

As you can see from earlier screenshots here, I previously had no issues withdrawing funds from Rollbit, however, since I became profitable, that seems to be when the issue started. At this point, I am just requesting for my remaining balance to be returned.

I see. Uhh... I'll have to say it's quite a difficult case because I don't know how will Razer respond, so I can't guarantee a thing. And I can't believe I'm offering this, especially without knowing what'll happen next. But... do you mind to to send me a PM of your selfie with today's date? Rest assured that I won't violate your privacy.

And note that I can't guarantee you anything. In fact, don't hope for anything. If you do send that info I asked above, I'll try to nudge Razer to retry your case or perhaps allowing you to do second KYC, but expect zero result from me. So, if you do mind sharing such sensitive and private data to me, I'll highly encourage you not to.

[shueao]

I have sent you a PM with today's date in my selfie. Thanks for keeping my privacy in mind. I have no expectations at this point, but I am keen to hear their reason behind the falsifying of kyc claims. I am not sure if doing another kyc verification will make much difference to them since I have already done so twice, but hopefully there is a solution.

[shueao]

Hi @holydarkness, just wondering if you had an update regarding my case?
Thank you