Rollbit Casino - Играч, обвинен в заобикаляне на KYC.

Rollbit acused me of circumvention of trading limits and attempted KYC circumvention, despite me providing a valid, legal ID and completing additional kyc. Me and my boyfriend both use same computer but I wanted to trade on Rollbit on my own, so we both have our own account. We both made kyc with our real legal, government issued ID documents and they accused me and my boyfriend of circumvention of trading limits and attempted KYC circumvention and they wont give me my money back. Basicaly they stole my money and they accused me of cheating despite having done nothing wrong.

Dear srecnizajcek,

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.

• Do you and your boyfriend share any of the following: household or email address, telephone number, and same payment method?
• Have you, or your boyfriend, activated any promotional offers when depositing funds?
• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?

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 

No we do not share anything although we live together. We only use the same private wallet for funding cex accounts and we both used the same wallet for funding the rollbit account. We did not activate any promotional offers. My boyfriend made his account about two months ago and I made it about 2 weeks ago. We were both trading crypto futures on rollbit.

And we both completed KYC successfully. I even made additional kyc.

Am I correct in understanding that you and your boyfriend use the same IP address, access the casino from the same device, and utilize the same payment method (e-wallet) for depositing funds into both accounts? Thank you.

yes, that is correct.

I apologize, but if the same IP address, device, and e-wallet were used for both casino accounts, it becomes challenging for the casino to differentiate between two distinct individuals. It appears more likely that one person created both accounts.

For clarification, could you specify which games you and your boyfriend were playing?

Thank you.

The point is that we were both kyc'd and most of the time I was on PC and my boyfriend was on mobile. We did not play any games we were just trading crypto futures. I even made additional kyc to prove it was not just one person using two accounts but I was using my account and my boyfriend used his. And on top of everything, there was no mention on their website in their Terms of Service that it is illegal or forbidden to use 2 accounts on same device or to fund 2 accounts with one wallet.

Could you please provide more information on what "trading crypto futures" means? I have checked the terms and conditions, and this is what I found (here):

You cannot transfer, sell, or pledge Your Account to another person. This prohibition includes the transfer of any assets of value of any kind, including but not limited to ownership of accounts, winnings, deposits, bets, rights and/or claims in connection with these assets, legal, commercial, or otherwise. The prohibition on said transfers also includes however is not limited to the encumbrance, pledging, assigning, usufruct, trading, brokering, hypothecation and/or gifting in cooperation with a fiduciary or any other third party, company, natural or legal individual, foundation and/or association in any way shape or form.

Dear srecnizajcek,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Trading crypto futures is basically just crypto trading that rollbit offers.

as you can see on that picture above. Point is that we havent done anything wrong, we were just using the same computer and the same wallet for funding. We didnt buy or sell accounts, and we haven't faked our KYC.

I sincerely apologize, but the casino may block accounts if the same e-wallet and device are used. It's important to note that most casinos typically permit only one player per IP address. While we advocate against solely relying on IP addresses for player bans, using the same device and e-wallet poses a significant challenge for online casinos to identify individual users. In essence, if you and your partner decide to play at the same casino, I strongly advise using separate payment methods and devices to access your respective accounts.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear srecnizajcek,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.