Quote from: holydarkness on Today at 09:55:03 AM

Quote from: Petermario on Today at 09:28:28 AM

Just got another reply from the Rollbit team, they seem to not want to budge at all, as they won´t accept any proof I can provide. They don´t even accept to do the short notice video KYC as @holydarkness proposed

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At this point I think I am left with very few options. I though that maybe I could just send them over all the documentation through the email communication to prove that I am still living in Luxembourg (even though they have not asked for it), maybe this will persuade them.

From their email, it seems like their TOS are heavily skewed towards the website, how is it even acceptable that my winnings in Luxembourg are void and the whole account is closed down because they believe I am moving to a restricted region?, even if they understand that my winnings were from an unrestricted region like Luxembourg. I would understand if they warned you about connecting from unrestricted regions and gave you the chance to withdraw the funds given they are not regulated there - but outright closing the account and keeping all of the funds? It seems they are looking for any and every way to steal player´s funds.

I am running out of ideas, and maybe the most clear option is to contact a lawyer in Curacao to help me with the issue.

@Pmalek, I am looking into the GSM triangulation but my phone providers are yet to come back to me with any details, will let you know.

Well yes, ToS, in general, like every other ToS in our life, from washing machine warranty to your gym membership is there to mostly protect the second party [the provider] and guide the first party of what may or may not be done.

Sending them your whole documents proving that you're still in LUX might worth a shot here, since apparently we're at nothing-to-lose situation right now, perhaps also add another explanation, stressing that you previously made a wrong statement that you're a UK resident, that you never have been and yet to be one, that you're still in LUX, as on the email they seems to be under impression that you're now a UK resident.

I will reply to them attaching the following, let me know if you would include anything else: payslip for June and July, employment contract, Spanish ID, LUX residence permit, social security card, utility bills for June and July and tenancy agreement. I think this will prove beyond any doubt that I was living and still live in Luxembourg.

If this is indeed a concern with the regulator as they claim, all of the information I am providing and have provided will be sufficient for them as well in the eyes of the regulator.

Also see my draft email below, let me know if you agree or would include anything else:

Thank you for your response.

It seems like my statement might have caused some confusion. I am not residing or living in the UK (or London) and as I stated on my previous email this was a mistake on my part as I thought I would be able to withdraw the funds without completing KYC.

On this regard, please find attached the following documentation that proves that I am still a Luxembourg resident: payslip for June and July, employment contract, Spanish ID, LUX residence permit, social security card, utility bills for June and July as well as tenancy agreement. Being employed in Luxembourg, as well as proof of actually living there through utility bills, tenancy agreement, payslips and residence permit will prove beyond any doubt that not only was I living in Luxembourg throughout the use of my account, but that I still continue to live here.

Let me know if you need any further clarification, I am also happy to carry out an enhanced KYC or show you all of this documentation live.