Search content
Sort by
Showing 20 of 48 results by Petermario
Just as an update, my complaint has been deemed as "unresolved" by CasinoGuru as well, given that Rollbit refuse to budge or provide any reasonable explanation on stealing client's winnings.
I would caution anyone thinking of using the site to think twice, as they can confiscate all your winnings without further explanation.
Would also like to ask for any advice to move forward with this, is issuing a complaint directly with the regulator the only option?
I would caution anyone thinking of using the site to think twice, as they can confiscate all your winnings without further explanation.
Would also like to ask for any advice to move forward with this, is issuing a complaint directly with the regulator the only option?
Thank you, I will start a dispute with CasinoGuru now, is it just raising it through their "complaints" section?
To be clear of any confusion, it should be through their "profile page", clicking the "safety index explained" tab, and click the orange "submit a complaint" button as shown below:
It'll most likely take a couple of days before the dispute can be deemed as fit for a complaint by their mediator and made available for public eyes.
Thank you very much, submitted the dispute a few days ago and it seems it is public now, I hope this can be resolved this way...
It is a mixture of everything, it is more a residency problem than anything else, I will look into opening up a case at CasinoGuru. Is there any other arbitration website you would use, or better to keep everything through one channel?
Umm... There are other arbitration site that as famous as CasinoGuru in facilitating dispute mediation, AskGamblers, but Rollbit is not available on AG. And there are other site that might have Rollbit, like casinoreviews [formerly ThePogg], I haven't check if they're on them, though, nor really familiar with their reputation in dispute resolution.
IIRC, there was an inquiry by other member far in the past to Rollbit to where can someone raise a dispute, and they suggest to raise it to their licensor. So, I think your option is between CG and their master licensor.
And no, it is not recommended to raise to both simultaneously. The master licensor is seen as the final path. When CG learn that you've escalate to their licensor, more likely than not, they will cease from mediating.
So it's completely your choice, either to have CG a try or to directly go to their licensor.
Thank you, I will start a dispute with CasinoGuru now, is it just raising it through their "complaints" section?
After following up with them they have answered the following in red:
"Thank you for getting back to us.
Unfortunately, as mentioned, there is nothing that can be done to rectify the situation and to open the account.
We are considering the matter closed and will not communicate on it further."
I understand this is completely outrageous given all of the proof I have provided - where do you recommend I escalate this issue please?
"Thank you for getting back to us.
Unfortunately, as mentioned, there is nothing that can be done to rectify the situation and to open the account.
We are considering the matter closed and will not communicate on it further."
I understand this is completely outrageous given all of the proof I have provided - where do you recommend I escalate this issue please?
Remind me again, do your bets consist of sport-betting? Rollbit is on CasinoGuru, of whom can probably help your case and retry it, but they don't mediate sport-betting related issues. It's worth a shot, though, perhaps if you tell them that your issue is about residency and not the betting themselves, they will want to mediate.
Know that the forum also adhere to their ruling. We're working side-by-side with them and honoring their final verdict. So when they come with their final words, all of us are bound by that ruling.
It is a mixture of everything, it is more a residency problem than anything else, I will look into opening up a case at CasinoGuru. Is there any other arbitration website you would use, or better to keep everything through one channel?
After following up with them they have answered the following in red:
"Thank you for getting back to us.
Unfortunately, as mentioned, there is nothing that can be done to rectify the situation and to open the account.
We are considering the matter closed and will not communicate on it further."
I understand this is completely outrageous given all of the proof I have provided - where do you recommend I escalate this issue please?
"Thank you for getting back to us.
Unfortunately, as mentioned, there is nothing that can be done to rectify the situation and to open the account.
We are considering the matter closed and will not communicate on it further."
I understand this is completely outrageous given all of the proof I have provided - where do you recommend I escalate this issue please?
I've send Razer a PM yesterday, as promised, to see if he can ask someone on the complaint department to look and give response to your situation. Razer is yet to be online since 12th august, so perhaps a little more time will be needed, for him to be online and to notify my PM and give me insight from him of what he can or can not do.
Thank you for this, but still no reply. Do you suggest escalating this somewhere else? It seems suspicious that they take so long to reply once I provided the evidence that proves my case...Hi, I would expect as much [no reply this far] as Razer seems to be offline. I think he was briefly online on 15th, but was unable to attend to any PM, given my inquiry about another situation is also not yet addressed.
About escalating this somewhere else... remind me again, to whom has you raised this dispute to?
I have not received a reply yet...
I have not raised the dispute further either anywhere else, given that their compliance team seemed responsive, but I am reconsidering now - where would I be able to raise this?
It seems from recent posts here that they have recently boosted their geoblocking efforts, as I never received a pop-up that I was accessing from a restricted region when connecting in Luxembourg (with my Spanish phone provider), but it appears they have implemented this since (from screenshots I have seen in the forum).
I dont understand their sudden delay in replying to me (normally it was maximum 2 days and now it has been over a week), as the proof I have presented is completely irrefutable.
I dont understand their sudden delay in replying to me (normally it was maximum 2 days and now it has been over a week), as the proof I have presented is completely irrefutable.
I've send Razer a PM yesterday, as promised, to see if he can ask someone on the complaint department to look and give response to your situation. Razer is yet to be online since 12th august, so perhaps a little more time will be needed, for him to be online and to notify my PM and give me insight from him of what he can or can not do.
Lol! A Curaçao Gaming License holder wants to play by the book now 
when it comes to cashing out!
My only argument in this case is: why did they allow you to access the site from an unrestricted location? This question has not been answered sincerely by the casino in question. OP has already said many times that he had little control over his IP location and is willing to prove his residency in an authorized country. IMHO, the casino can certainly help him by cashing him out (if not for this bet legally, then through some other bonus or arrangement
) and closing his account. After that, they should enhance their geo-blocking system.
Common Rollbit! you know this is not fair (at least not morally), 64k might be a life changing money for him and all he is getting is frustration and feeling of helplessness, this is not good branding for sure.
It seems from recent posts here that they have recently boosted their geoblocking efforts, as I never received a pop-up that I was accessing from a restricted region when connecting in Luxembourg (with my Spanish phone provider), but it appears they have implemented this since (from screenshots I have seen in the forum). when it comes to cashing out!My only argument in this case is: why did they allow you to access the site from an unrestricted location? This question has not been answered sincerely by the casino in question. OP has already said many times that he had little control over his IP location and is willing to prove his residency in an authorized country. IMHO, the casino can certainly help him by cashing him out (if not for this bet legally, then through some other bonus or arrangement
) and closing his account. After that, they should enhance their geo-blocking system.Common Rollbit! you know this is not fair (at least not morally), 64k might be a life changing money for him and all he is getting is frustration and feeling of helplessness, this is not good branding for sure.
I dont understand their sudden delay in replying to me (normally it was maximum 2 days and now it has been over a week), as the proof I have presented is completely irrefutable.
Rollbit are still to reply to my email with all of the evidence and personal information in the previous post. Given they normally only took 1/2 days to reply, I am looking to explore other options to unblock my funds (I have been emailing them since June).
Do you have any recommendations?
Do you have any recommendations?
Let me try to PM Razer and bring this to his attention, see if he can yell at someone on their legal department, if you don't mind? That's the best recommendation I have in mind right now. I am about to send him a PM about another situation, anyway. Do you mind to, perhaps, wait a little while I nudged him?
Rollbit are still to reply to my email with all of the evidence and personal information in the previous post. Given they normally only took 1/2 days to reply, I am looking to explore other options to unblock my funds (I have been emailing them since June).
Do you have any recommendations?
Do you have any recommendations?
Perhaps a bit overkill and I personally think someone doesn't need to go to such length [which I consider a rather private matter] just to prove their residency status, but what do you think about attaching your recent grocery receipt? One from a convenient store that happens to be around the corner where you live might be even better.
Thank you for your input, I have been away and have just sent the email to the Rollbit team, please see below the email I sent, I also attached a recent restaurant receipt in LUX as you suggested.
"Hi Rollbit team,
Apologies for the delayed reply, 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, I am willing to provide more than enough personal information to prove what my living condition is (going far and beyond what would be expected in a KYC process). Please find attached the following documentation that proves that I am still living and residing in Luxembourg: payslip for July, employment contract, Spanish ID, LUX residence permit, social security card, utility bills as well as tenancy agreement (and a recent restaurant receipt, the bank is also addressed to Luxembourg). 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 understand this is ample proof of my current (and previous) living condition. I am also happy to carry out an enhanced KYC or show you all of this documentation live."
I hope this can get resolved soon this way, as the proof I am providing is irrefutable. In case they come back with a negative reply, what could be my next steps?
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
[Image snip]
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.
[Image snip]
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.
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
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.
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.
See below draft email for the Rollbit team as well as reattaching their last email for reference.
[Image snip]
Hi Rollbit team,
I can provide ample proof that I still live in Luxembourg, being able to provide employment contract, utility bills, rental agreement, residence permit, Spanish ID, bank statement and other documentation you deem necessary. The point is that this documentation proves that I have been living in Luxembourg for the entirety of my time at Rollbit, thus confirming that I was not in breach of the TOS.
I understand if you don’t want to open my account back up given you have doubts about my CURRENT living situation (although all of the documentation I can provide should suffice to prove that, by living in Luxembourg, I can´t be living in the UK at the same time), but it should be sufficient to release my funds as I can prove beyond any doubt that I was living in Luxembourg when using the account.
Moreover, I am also willing to carry out a video KYC upon short notice, proving that I live in Luxembourg (so you can be certain that I am still in Luxembourg), and provide all of the above documentation live (you would need to provide me sufficient time to gather all the documentation you deem necessary).
[Image snip]
Hi Rollbit team,
I can provide ample proof that I still live in Luxembourg, being able to provide employment contract, utility bills, rental agreement, residence permit, Spanish ID, bank statement and other documentation you deem necessary. The point is that this documentation proves that I have been living in Luxembourg for the entirety of my time at Rollbit, thus confirming that I was not in breach of the TOS.
I understand if you don’t want to open my account back up given you have doubts about my CURRENT living situation (although all of the documentation I can provide should suffice to prove that, by living in Luxembourg, I can´t be living in the UK at the same time), but it should be sufficient to release my funds as I can prove beyond any doubt that I was living in Luxembourg when using the account.
Moreover, I am also willing to carry out a video KYC upon short notice, proving that I live in Luxembourg (so you can be certain that I am still in Luxembourg), and provide all of the above documentation live (you would need to provide me sufficient time to gather all the documentation you deem necessary).
Perhaps it'll be nice to also address the previous statement about being UK resident, explaining why you made that statement and "apologize" for the inconvenience it caused, that you mean no harm or to mislead the team, just a simple misunderstanding?
Its not that the KYC is taking so long, its that they are outright refusing to complete a KYC, as they know they cant argue against all of the documentation I can provide, this is the main problem.
I just sent them the email I sent here yesterday. If they still refuse to carry out a KYC, I dont think I have any other option than to do as you suggest and get a lawyer in their regulated jurisdicition. Although understandably this is the last thing I want to do as it will only draw out the process and demand a lot of from me (probably upfront costs and a lot of time).
Please feel free to pitch any other ideas if you have.
See below draft email for the Rollbit team as well as reattaching their last email for reference.
[Image snip]
Hi Rollbit team,
I can provide ample proof that I still live in Luxembourg, being able to provide employment contract, utility bills, rental agreement, residence permit, Spanish ID, bank statement and other documentation you deem necessary. The point is that this documentation proves that I have been living in Luxembourg for the entirety of my time at Rollbit, thus confirming that I was not in breach of the TOS.
I understand if you don’t want to open my account back up given you have doubts about my CURRENT living situation (although all of the documentation I can provide should suffice to prove that, by living in Luxembourg, I can´t be living in the UK at the same time), but it should be sufficient to release my funds as I can prove beyond any doubt that I was living in Luxembourg when using the account.
Moreover, I am also willing to carry out a video KYC upon short notice, proving that I live in Luxembourg (so you can be certain that I am still in Luxembourg), and provide all of the above documentation live (you would need to provide me sufficient time to gather all the documentation you deem necessary).
[Image snip]
Hi Rollbit team,
I can provide ample proof that I still live in Luxembourg, being able to provide employment contract, utility bills, rental agreement, residence permit, Spanish ID, bank statement and other documentation you deem necessary. The point is that this documentation proves that I have been living in Luxembourg for the entirety of my time at Rollbit, thus confirming that I was not in breach of the TOS.
I understand if you don’t want to open my account back up given you have doubts about my CURRENT living situation (although all of the documentation I can provide should suffice to prove that, by living in Luxembourg, I can´t be living in the UK at the same time), but it should be sufficient to release my funds as I can prove beyond any doubt that I was living in Luxembourg when using the account.
Moreover, I am also willing to carry out a video KYC upon short notice, proving that I live in Luxembourg (so you can be certain that I am still in Luxembourg), and provide all of the above documentation live (you would need to provide me sufficient time to gather all the documentation you deem necessary).
Perhaps it'll be nice to also address the previous statement about being UK resident, explaining why you made that statement and "apologize" for the inconvenience it caused, that you mean no harm or to mislead the team, just a simple misunderstanding?
Its not that the KYC is taking so long, its that they are outright refusing to complete a KYC, as they know they cant argue against all of the documentation I can provide, this is the main problem.
Perhaps it'll be nice to also address the previous statement about being UK resident, explaining why you made that statement and "apologize" for the inconvenience it caused, that you mean no harm or to mislead the team, just a simple misunderstanding?
Ill add it below as well, although I dont want to give them another thing to hold on to (they havent mentioned so far), ive added in red.
Hi Rollbit team,
I can provide ample proof that I still live in Luxembourg, being able to provide employment contract, utility bills, rental agreement, residence permit, Spanish ID, bank statement and other documentation you deem necessary. The point is that this documentation proves that I have been living in Luxembourg for the entirety of my time at Rollbit, thus confirming that I was not in breach of the TOS.
I understand if you don’t want to open my account back up given you have doubts about my CURRENT living situation (although all of the documentation I can provide should suffice to prove that, by living in Luxembourg, I can´t be living in the UK at the same time), but it should be sufficient to release my funds as I can prove beyond any doubt that I was living in Luxembourg when using the account.
Moreover, I am also willing to carry out a video KYC upon short notice, proving that I live in Luxembourg (so you can be certain that I am still in Luxembourg), and provide all of the above documentation live (you would need to provide me sufficient time to gather all the documentation you deem necessary).
Also wanted to apologise for the confusion that my initial statement might have caused, I believed that I would be able to withdraw my funds without having to complete any KYC. Now I am only asking you to let me complete KYC to prove that all that I am saying is true, I believe that by offering to provide as many documents as I mention above, I prove that I am also acting in good faith and want to get this resolved amicably.
See below draft email for the Rollbit team as well as reattaching their last email for reference.
Hi Rollbit team,
I can provide ample proof that I still live in Luxembourg, being able to provide employment contract, utility bills, rental agreement, residence permit, Spanish ID, bank statement and other documentation you deem necessary. The point is that this documentation proves that I have been living in Luxembourg for the entirety of my time at Rollbit, thus confirming that I was not in breach of the TOS.
I understand if you don’t want to open my account back up given you have doubts about my CURRENT living situation (although all of the documentation I can provide should suffice to prove that, by living in Luxembourg, I can´t be living in the UK at the same time), but it should be sufficient to release my funds as I can prove beyond any doubt that I was living in Luxembourg when using the account.
Moreover, I am also willing to carry out a video KYC upon short notice, proving that I live in Luxembourg (so you can be certain that I am still in Luxembourg), and provide all of the above documentation live (you would need to provide me sufficient time to gather all the documentation you deem necessary).
Hi Rollbit team,
I can provide ample proof that I still live in Luxembourg, being able to provide employment contract, utility bills, rental agreement, residence permit, Spanish ID, bank statement and other documentation you deem necessary. The point is that this documentation proves that I have been living in Luxembourg for the entirety of my time at Rollbit, thus confirming that I was not in breach of the TOS.
I understand if you don’t want to open my account back up given you have doubts about my CURRENT living situation (although all of the documentation I can provide should suffice to prove that, by living in Luxembourg, I can´t be living in the UK at the same time), but it should be sufficient to release my funds as I can prove beyond any doubt that I was living in Luxembourg when using the account.
Moreover, I am also willing to carry out a video KYC upon short notice, proving that I live in Luxembourg (so you can be certain that I am still in Luxembourg), and provide all of the above documentation live (you would need to provide me sufficient time to gather all the documentation you deem necessary).
Let me address the points that the Rollbit team raise in their email.
They double down on the fact that there is no way to prove that I currently DONT live in the UK, as they are refusing to accept any proof to this effect. However, the point is proving that throughout my use of the account, I was living in LUX (I still do) - all of the proof discussed previously (i.e. employment contract, utility bills, residence permit, Spanish ID) should suffice to prove that throughout my time at Rollbit, I was living in Luxembourg. So I understand if they don’t want to open my account back up (as they have doubts about my CURRENT living situation), but they should release my winnings as I can prove beyond any doubt that I was living in Luxembourg when using the account.
Moreover, to @Pmalek´s point, I understand that the burden of the proof lies with Rollbit, they are the ones that should be able to prove beyond any doubt that I breached their TOS. If not, what is stopping them from keeping the funds of all winning players, when they won’t accept the most fundamental proof otherwise?
Regarding @holydarkness´ proposal, I will raise it with them and see if they accept.
I will be sending here draft email of my response to their compliance team in a second.
They double down on the fact that there is no way to prove that I currently DONT live in the UK, as they are refusing to accept any proof to this effect. However, the point is proving that throughout my use of the account, I was living in LUX (I still do) - all of the proof discussed previously (i.e. employment contract, utility bills, residence permit, Spanish ID) should suffice to prove that throughout my time at Rollbit, I was living in Luxembourg. So I understand if they don’t want to open my account back up (as they have doubts about my CURRENT living situation), but they should release my winnings as I can prove beyond any doubt that I was living in Luxembourg when using the account.
Moreover, to @Pmalek´s point, I understand that the burden of the proof lies with Rollbit, they are the ones that should be able to prove beyond any doubt that I breached their TOS. If not, what is stopping them from keeping the funds of all winning players, when they won’t accept the most fundamental proof otherwise?
Regarding @holydarkness´ proposal, I will raise it with them and see if they accept.
I will be sending here draft email of my response to their compliance team in a second.
Even though you are in Luxembourg it should show a Spanish IP address, this is a very simple thing for you to do. I understand the point about unlimited data on your sim therefore you have no need to use wifi however you could have taken screenshot of what you see when you open the following website: whatismyipaddress.com
To address the Wifi point, I spend a lot of time at work where the Wifi is capped (cannot access many sites such as even youtube), therefore I always keep the Wifi setting off on my phone, given that I have unlimited mobile data anyways this has never been a problem for me.
For clarity, if you are currently in Luxembourg, can you use your phone with your regular Spanish sim and open a browser without using any sort of VPN and then take a screenshot of what you see when you visit this website: https://www.whatismyip.com
According to the screenshots you provided earlier, it should be showing a Spanish IP address because of EU regulations (even though most would have thought it would be a local Luxembourg IP address) but a screenshot can settle the issue.
According to the screenshots you provided earlier, it should be showing a Spanish IP address because of EU regulations (even though most would have thought it would be a local Luxembourg IP address) but a screenshot can settle the issue.
Please find snip attached, I covered the IP for security - it shows I am in Spain.
https://www.talkimg.com/images/2024/07/12/obf7J.jpeg
@Jollygood, I didnt just ignore you, I provided this screenshot as you requested, and I can provide more if helpful (with screenshot of my location).
Received a response from the Rollbit team, attached below.
https://www.talkimg.com/images/2024/07/16/4uMb3.png
As expected, it seems they are holding on to the fact that I can´t prove I never moved to the UK. To clarify, I never admitted to playing from a restricted territory as they claim on their email.
I am trying to find a way to prove that I never moved and that I still live in Luxembourg, but it they wont accept my employment contract and my utility bills (including residence permit and rental agreement), I am not sure what they would deem as sufficient at this point.
I would really appreciate any ideas, I will share my draft reply to them here later today.
https://www.talkimg.com/images/2024/07/16/4uMb3.png
As expected, it seems they are holding on to the fact that I can´t prove I never moved to the UK. To clarify, I never admitted to playing from a restricted territory as they claim on their email.
I am trying to find a way to prove that I never moved and that I still live in Luxembourg, but it they wont accept my employment contract and my utility bills (including residence permit and rental agreement), I am not sure what they would deem as sufficient at this point.
I would really appreciate any ideas, I will share my draft reply to them here later today.