Rollbit Casino - La cuenta del jugador está bloqueada debido a problemas de verificación.

Hello, I am currently living in Thailand but have previously lived in Switzerland. The casino asked me to verify my identity, forcing me to use my details from Switzerland. This was because I couldn't verify my identity using Thai details as I don't have any bills or documents addressed to me here.

However, I was unable to verify my identity as I only hold a German passport (which doesn't seem to be accepted, despite me living elsewhere).

Consequently, my account has now been completely blocked and roughly €1250 is still in the account.

I asked the support team what would happen to the money and was told that I have withdrawn more money than what I had deposited.

I can provide documents to prove everything as stated above, of course.

I request your assistance. Regards,

Hallo ich lebe zurzeit in Thailand und habe vorher in der Schweiz gelebt nun wurde ich vom casino dazu verdonnert mich zu verifizieren habe meine Daten aus der Schweiz angeben weil ich mich nur so verifizieren kann da ich in thailand keinerlei Rechnungen usw auf mich adressiert sind.

nun konnte ich mich nicht verifizieren da ich nur meinen deutschen pass habe( der gilt dort anscheinend nicht obwohl ich woanders wohne).

jetzt wurde mein Konto komplett gesperrt und ca1250€ waren noch auf den Konten drauf.

mich hatte den Support gefragt was mit dem Geld ist und mir wurde gesagt das ich mehr Geld ausgezahlt habe wie eingezahlt.

Alles wie hier beschrieben kann ich natürlich mit Dokumenten beweisen.

ich bitte um Hilfe Gruß

Dear Mauricebonk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Kindly specify the country of your permanent residency.
• Are you able to verify your address in Thailand?

It's important to note that the casino must consider a player's country of residence. To verify your residency, the player is required to submit relevant documents such as utility bills or bank statements displaying their home address. If you are unable to provide documentation confirming your permanent residence in Thailand, the casino will rely on your German passport. However, without concrete proof of residing in Thailand, the casino cannot verify your account or process winnings. This is due to Germany being a restricted country with an active IP block. Lack of proof may give the impression of VPN usage to manipulate location, accessing the website from a restricted country. Please understand that this explanation is not an accusation but an attempt to clarify why the casino is withholding your winnings.

I acknowledge that the registration process only requires a username, email address, and password, without explicitly requiring the selection of a country. However, I highly advise reviewing the list of restricted countries in advance. This precaution is crucial because, during the eventual account verification process, you may encounter difficulties, as exemplified in your current situation.

I have checked the general terms and conditions and this is what I found (here):

You are not allowed to register on the Website and use our services if you are a resident of Aruba, Australia, Belgium, Bonaire, Curacao, Cyprus, Denmark, Estonia, France, Germany, Hungary, Iran, Iraq, Italy, Netherlands, North Korea, Saba, Slovakia, Spain, St Maarten, Statia, Turkey, Ukraine, United Arab Emirates, U.S.A or the U.S.A dependencies, United Kingdom. We reserve the right to refuse customers from any other countries over and above the aforementioned jurisdictions at our own discretion.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela 

Hello Petronela,

The country where I currently live permanently is Thailand.

I could verify my address with a 1 year rental agreement, a bank account in Thailand and my visa in Thai.

thanks for the help in advance

Hallo Petronela,

Das Land in dem ich momentan dauerhaft lebe ist Thailand.

Verifizieren könnte ich meine Adresse mit einem 1 Jahres Mietvertrag einem Bankkonto in Thailand und meinem Visum allerdings auf thailändisch.

danke für die Hilfe im Vorhinein

Thank you very much, Mauricebonk, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Mauricebonk,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

In the meantime, while we will wait for the casino's response, can you please explain to me how is it possible you have only a German passport (not having any other ID?) and how you meant that you were forced to use your details from Switzerland? If you can prove you are residing in Thailand, why did you not use your Thailand address details? To be honest, it does not make sense that way.

Now I would like to invite Rollbit Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Rollbit Casino team,

Could you please provide us with an explanation of the player's situation in more detail? If he is currently residing in Thailand and can prove it, why has his account been blocked/closed and any winnings confiscated? What steps should he take to unblock the account and withdraw the disputed funds?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? Can you prove he used a VPN to access the casino website or that he breached other rules?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello,

I would like to describe my situation again.

I had to give up my Swiss ID last month because I deregistered from Switzerland and moved to Thailand. There is no such thing as an ID for foreigners in Thailand.

Regarding why I didn't provide my Thai address, I only have invoices from Switzerland, which would have been necessary for verification as the contracts in Thailand go through my wife as this is easier here.

I simply wasn't aware that residents from Germany weren't allowed to play there.

To verify that I live in Thailand, I have a rental agreement with my non-immigrant visa O.

I hope that is explained clearly.

Greeting

Hallo,

gerne Schilder ich nochmal meine Situation.

Meinen Schweizer Ausweis musste ich letzten Monat abgeben da ich mich aus der Schweiz abgemeldet habe und nach Thailand gezogen bin, in Thailand gibt es für Ausländer sowas wie einen Ausweis nicht.

In Bezug darauf warum ich nicht meine thailändische Adresse angegeben habe war der das ich Rechnungen nur aus der Schweiz habe was für die Verifizierung erforderlich gewesen wäre da die Verträge in Thailand über meine Frau laufen da dies hier einfacher ist.

Mir war einfach nicht bewusst das die Bewohner aus Deutschland nicht dort spielen dürfen.

Zur Verifizierung das ich in Thailand wohne habe ich einen Mietvertrag mein non Immigrant Visa O.

ich hoffe das ist verständlich erklärt.

Gruss

Alright, now it is clearer to me. Thank you for the clarification.

However, I sincerely believe that the casino should allow you to complete the KYC/verification if you can prove your residing address in Thailand. It should not matter what your citizenship is. If you live in Thailand, the laws of this country apply to you, and it would not make sense if the casino wanted to reject your verification based on your citizenship.

Now let's wait for the casino's response and explanation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello again a quick update,

I asked support again whether it was legal for me to play there as a German living in Thailand. As you can see from the screenshots, I didn't do anything wrong.

It's a shame that the casino can do whatever it wants



Hallo nochmal ein kurzes Update,

ich habe nochmal selbst beim Support nachgefragt ob es rechtens war als Deutscher der in thailand lebt dort zu spielen, wie man an den Screenshots erkennen kann habe ich nichts falsch gemacht.

sehr schade das das Casino machen kann was es will

Dear Mauricebonk,

I was contacted by a casino representative outside the thread recently.

I sincerely believe they will provide me with additional details/evidence and explanation. Therefore, I am now extending the timer by an extra 7 days to give the casino a chance to comment on the case and support its claims with relevant data. However, if no relevant details are provided until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

So, let's wait for their response. In case I have any news or updates, I will inform you.

Thank you for your patience and understanding.

Dear Mauricebonk,

This is the information I have received from the casino representative:

• The casino allegedly has told you at least 3 times you can submit your documentation to complete the KYC but so far you have made no attempt to complete even the basic level 1 KYC, where you submit your name and address
• The casino has a policy where users can withdraw their balance regardless of KYC status unless there are additional flags on the account
• In this case, there are additional flags in relation to the Sportsbook and there are no funds in the account as any profit has been forfeited
• Your withdrawals were higher than deposits, which we already knew

Can you please confirm your disputed amount was accumulated by sports betting?

How do you imagine completing KYC without providing the casino with the required information?

I will ask the casino for more details and further instructions on how to proceed and let you know.

However, could you confirm your casino account profile is completed and what documents you have provided to the casino so far? What documents were provided, and which documents were accepted/rejected?

Can you forward me the communication between you and the casino regarding the provided documents?

Feel free to send it to my email address (branislav.b@casino.guru).

Hello,

The credit was earned through sports betting yes!

On point one, yes, they told me that three times, whereupon I told them that I only have a German passport. If I want to send this in, I am automatically informed that German documents are not accepted, so I cannot send in any further documents because the verification has to be done level by level.

I can provide all the documents, but unfortunately I cannot verify myself via their site as described above.

Unfortunately, no one in support can help you and they always point out that I should verify myself via the website.

I hope it is described clearly.

Hallo, 

Das Guthaben wurde durch Sportwetten erspielt ja! 

Zu Punkt eins ja das haben sie mir dreimal mitgeteilt worauf hin ich denen mitgeteilt habe das ich nur einen deutschen passport habe. Wenn ich diesen einschicken möchte wird direkt automatisiert mitgeteilt das deutsche Dokumente nicht akzeptiert werden somit kann ich keine weiteren Unterlagen einschicken da man Level für Level die Verifizierung machen muss. 

Ich kann alle Unterlagen bereitstellen aber über deren Seite kann ich mich leider nicht verifizieren wie oben beschrieben.

Im Support hilft einem leider keiner weiter und es wurde immer drauf verwiesen ich soll mich über die Webseite verifizieren.

Hoffe so ist es verständlich beschrieben.

Dear Mauricebonk,

Thank you for the additional clarification. However, after reviewing further details from the casino, it seems that verification is not the main issue. The casino will not let you verify your account because your account has been permanently closed due to your play/abuse in sports betting.

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue, and after gathering all the necessary information, it is clear that the allegations relate to sports betting play. Therefore, I am forced to close your complaint as 'rejected'.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, ADR, or directly to the authority that regulates the casino.

If it is convenient for you, you can contact me via e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Best regards,

Branislav, Casino.Guru