Did you inform them that you have two accounts and need them both to be self-excluded? Even when they were made aware of the secondary account you have prior to self exclusion, there's no guarantee they can remember that piece of information few days later when you asked for self-exclusion. They cater tons of members on daily basis, probably several hundred name and accounts arrived at the help desk every day, there's a very huge possibility the staff won't remember every name.

The thing with self-exclusion is, the burden of the responsibility does not fall solely on the casino. It's their way to help a gambling problem faced by a gambler. But for it to be effective, the Gambler also need to actively participate in it. From your case, it should be by informing them about both account.

And no, as harsh as it may sound, they don't have any responsibility to return your fund. It's there on the agreed clause upon self exclusion,



"Rollbit will not be held liable for any loss or damages which occured as a result of circumventing our self-exclusion program"