Hey gerasim88,

Thanks for filing your issue here.

As you've been told in support, you just need to list the other accounts that you've had on Rollbit.

We'll be ready to cooperate once you are

Thanks,
Razer

OP's account was closed here due to their admission of playing from a restricted country.

However, I do not see any pending balances, including withdrawals.

This one is a pretty clear-cut case for us, player is a Netherlands resident.

When asked to complete KYC, they submitted both government identification and proof-of-address for the Netherlands.

Unfortunately, we are prohibited from accepting players from this region.

Player already had much more than their initial deposit returned to them.

Their claim about Norway is likely related to the VPN choice they had. We seen only 2 IP addresses for the account, both based in Norway.

Hey there,

Just following up to confirm this is pending third-party provider, as you've been told numerous times via support.

We appreciate your patience during such reviews and regret that some take longer!

Thanks,
Razer

Hi juicer07,

This one is pending a review by Evolution, which I can see you've already been informed about via our support.

Once their review is finished, you'll receive an update via the existing ticket!

Thanks for your patience in the meantime

- Razer

To clarify, it's not related to anything in our sphere. It's an alleged, very serious matter and once we receive requests like this, we must allow them to complete their investigation uninterrupted.

The investigation has nothing to do with the activity on their account, but the source of funds.

OP, apologies for the lack of update within our support system.

There's not much we can add here except let you know this isn't pending anything related to us.

We received a formal request for your account and it will therefore be locked until the third-party has completed their investigation.

For further information, I'd suggest reaching out to legal@rollbit.com

Thanks for posting this here!

I'm familiar with this case as I've been the one replying to it. It's a pretty easy one to resolve, we simply need the true account controller to complete KYC, or at least be given a reason why they are unable to complete KYC.

We know the individual currently completing KYC is not the true account controller. This is considered KYC circumvention, hence the suggestion that we'll need to close the account should they not be able to complete KYC.

This is not a case about funds on the account as those would be returned in these 2 scenarios: account controller completes KYC successfully or account is closed due to inability to complete KYC.

Thanks,
Razer

Thanks for posting this here.

OP has been given a detailed response about this in 3 seperate locations today. First via our support, then via my X DMs and finally via a public response to a Tweet made by OP.

OP had their deposit returned (including an extra $1,357.41) and account closed after their own admission of playing from Spain and the UK. We are prohibited from accepting players from these regions, as per the terms of our license.

OP claims to be residing in Luxembourg, but our data does not support this, nor does it negate the fact that they've been playing from restricted regions.

I ran a query that looks at every request we've had from their player account. From the 1,872 unique IP addresses, here is the breakdown:
Spain: 1,420 (75.85%)
United Kingdom: 442 (23.61%)
Other (mostly attributed to VPN activity): 0.54%

Out of all 1,872 unique addresses, not one is from Luxembourg.

Furthermore, OP would have seen a warning stating they are connecting from a restricted region upon each connection from Spain or the UK.

Thanks for the heads up here, acroman!

It's not expected that any investigation would take this long, so something else must be happening.

What is the display name? Will check it out.

Thanks,
Razer

Thanks for the heads up here, Holy!

In this case, OP is a prolific sportsbook abuser. Banned several times for limit circumvention and made aware not to return.

They returned and were caught by our system.

Thanks for the heads up here, Holy!

As already established in this thread, OP was circumventing a self-exclusion.

Deposit was returned and account was closed.

Hey devout,

Thanks for posting this. I'll respond to each point accordingly.

First Incident:

By your own admissions in the shared screenshots, you failed to report any bug and failed to replicate what was effectively a theory at the time.

As with all commercial bug bounty programs, there could only be some form of compensation if 1) the bug was reported in a responsible manner, 2) the bug could be reproduced, 3) the bug has security impact for users and/or the business.

While we prefer bugs to be reported directly via support, if for example you DM'd me a reproducible bug we would of course make an exception.



However, the fact remains that you didn't have a bug to report in the first place. You instead wanted to report an observation.

Such observations occur on a daily basis via mediums such as our site chat. Looking at your chat logs, you've claimed our provably fair Rollercoaster game is "rigged" several times.

We of course did not investigate Rollercoaster every single time you made this claim, as we're confident in the fairness of the game.

I double checked your on-site chat activity and confirmed no technical details about a bug were ever shared.

You went on to be muted from our site chat for the following messages in December:

> fucking rigged piece of shit
> nigga stfu

For your claims that happened after any bug incident occurred (when you spoke to me directly), we of course will not pay for an already exploited and fixed issue. The same for any other bug bounty program.

Second Incident (related to the first):

I believe this section only supports my comments above.

Stake allegedly (I'm not privy to what communication this was) reached out to us and we confirmed no issues. Stake were also unable to reproduce the suspected issue.

Cleary nothing technical was supplied to be able to reproduce the suspected issue.

Ongoing Incident:

This incident relates to yourself wanting to report an incorrectly listed email address, specifically a typo within the listed email address.

An issue like this could certainly have security impact. However, the email you were reporting to us belonged to and was managed by a third-party.

The issue was not located on our servers, nor did it pertain to any service we offer.

However, we still made a conscious effort to pass the issue onto the affected party, who have since addressed it.

The typo was in the domain part of the email address, which was available to register.

When you initially reported this to us the domain was still available to register. We escalated this to the third-party around this time.

However, shortly after this you suggested you registered the domain name. The third-party made us aware of this (as we had the open line of communication with yourself).

I now understand in their efforts to secure the domain from you, you essentially held the domain to ransom.

With all that said and despite there being no action required from Rollbit's end, on February 13th we issued devout's account a $1,000 bonus. This can be claimed when their self-exclusion expires.

This bonus was solely issued as we wanted to encourage their behaviour of reporting issues to us, a good-intentions reward if you like. While the email issue wasn't on our end, it was with a third-party we work closely with.

You can update the status on this one as it's no longer an ongoing incident for us.

Conclusion:

The idea that you posted this in 'Scam Accusations' is absurd. It calls into questions your intentions, they're clearly not that of someone who truly wants to do a good deed.

Rollbit's bug bounty program continues to pay generous bounties to anyone who reports a technical bug that degrades our user or systems security.

To date we've paid out many folks via this program. All after they provided us technical details about a security bug that were reproducible and addressed based on their report.

If someone has a truly serious issue that they'd like to report to us, please do so via our support team immediately.

Thanks for the heads here Holy!

After reviewing this case I can see we failed to lock the second account when we had enough information on hand to do so.

Apologies for this OP and the prevailing effort you've had to put into making this apparent.

The first account was banned Feb 3, so we'll refund anything after this from the second account.

On February 6th, via the second account, you deposited $616.04 and withdrew $200, leaving a net of -$416.04.

However, for the whole ordeal we're adding an additional $500 for the inconvenience. We'll refund $916.04 in total.

We've reached out via the relevant ticket to collect refund details from you.

Apologies once again! We're reviewing this case internally to see how it can be best avoided going forwarded.

Thanks,
Razer

Hello,

Rewards are not a user balance, they are a voluntary mechanism offered at Rollbit's discretion.

However, we do typically offer these Rewards to players who wish to leave the site for whatever reason.

The Rewards are paid after a 30 day period to deter any ban evasion during that period.

If our T&Cs are broken during the period the Rewards would be forfeited. Again, this is a voluntary offer by Rollbit.

In this case you were verbally abusive towards our team during the 30 day period, which voided the offer.

As you know, you agreed to terms at the start of the 30 day period, including "if a user refuses to treat an agent with respect and decency their rewards can be forfeited".

It's obviously not possible to be scammed out of funds that weren't originally yours

Thanks,
Razer

Thanks for the heads up Holy!

This one was fairly simple for us. A previously banned user returning on a new account.

They've been banned on several accounts prior to this one. The reason is fraud.

We have a zero tolerance policy for this activity, especially when it targets our customers.

The same will happen every time you return OP. You are not welcome on Rollbit!

Thanks for the heads up, Holy!

Pretty straightforward case for us. OP evaded a gambling problem ban.

On the 29th of June 2023, OP informed us that they had a gambling problem. Swift action was taken on their account and they were made aware of the following terms (which are marked as read):


As a responsible operator, we take matters like this extremely seriously. Including detecting accounts circumventing bans proactively.

Their new account, with creation date 29th of September 2023, was detected on the same day and swiftly dealt with.

On the referenced account, the user made withdrawals totalling approximately double the initial deposit. At the time of detection there were additional winnings, which were forfeited as per the terms shared with the user several months prior.

Thanks,
Razer

Following this, I had a pleasant conversation with OP via our support system.

We've worked out a better resolution which still allows them to play on Rollbit.

This event has highlighted some improvements we can make to our response to such situations. We'll work on those right away.

Grateful to discover those and resolve this case amicably.

Thanks,
Razer

Thanks for the heads up here, Holy!

OP's account was initially flagged to us by Evolution, one of our gaming providers. The reasoning was that they detected card counting, something we prohibit.

Our default action for such flags is locking the account down, as was done here. But I can see this wasn't clearly communicated to OP, please accept my apologies for that.

However, I can see the value wagered for that flag certainly does not make the balance forfeiture make sense here.

OP's account should now be unlocked to allow them to withdraw their assets. After this we'll lock the account again for the initial flag.

As warned in the ongoing support ticket, any further accounts will be locked with any funds forfeited. Unfortunately, you are no longer permitted to use our platform.

I've followed up with the same via the ongoing user support ticket.

Thanks,
Razer

Thanks for the heads up here!

OP, we've followed up to a pending ticket you had. Can you please check and follow up with the requested information?