What Happened
A player living in Luxembourg says Rollbit closed their account in June 2024 and removed a balance of about $64,000, saying they had logged in from a banned country. The player says their Spanish and UK mobile plans make the connection look like it comes from those countries. They sent a residence permit, payslips, a work contract, a lease, utility bills and more as proof.
How It Developed
- 2024-09-11The player said the account was opened in March 2023 and closed on 10 June 2024, right after a big win and a withdrawal of about $20,000. They had played slots and sports with no bonus.
- 2024-09-24Asked about an earlier message where they told the casino they had moved to London, the player said it was a mistake made in the hope of skipping KYC, and that the move never happened.
- 2024-10-09Rollbit said the matter was settled long ago, that nearly all logins came from Spain and the UK, where it doesn't accept players, and later that its decision rested on more than IP addresses.
- 2024-10-14The mediator argued that if Rollbit let the player sign up, deposit and play, the winnings should be paid, and that money won in an allowed country should not be taken. It asked for evidence.
- 2024-10-22After a management review, Casino.guru said the evidence did not disprove the player's story and asked Rollbit to let them verify. Rollbit refused, saying it would change nothing.
- 2024-10-23The complaint was closed as unresolved, and the player was pointed to the Curaçao regulator.
Confiscated
Casino.guru found Rollbit's evidence incomplete and asked it to let the player verify. Rollbit refused and kept the balance.
What Helped
A large pile of residence papers did not move Rollbit. The mediator saw the player's earlier claim of a move to London as the key point in the casino's case. Keep everything you tell a casino accurate, and take the mediator's finding to the licensing regulator.