I figured it was because I was using a different device, so I completed the KYC on my main account and recently they said the same thing.
regarding this part, did you mean to say the main device you use to gamble on Rollbit? because if you read what I quoted it sounded like you were using two different accounts.
anyway, would you mind posting screenshots of your conversation like chats or emails with their support? it will act as evidence supporting your claims.
I'll PM Rollbit Razer informing him about your issue with their casino, perhaps there is a misunderstanding and he can help clear it up and resolve your issue.