I'll reiterate what I said in my original post and also requote it below: They have the right to close the account if they deem a breach of ToS, but they ought to return the pending withdrawal particularly since I successfully KYCed. I'm sure if I was a losing player they would continue to take my business / deposits without any of this drama. That is the fundamental issue.

Quote from original post:

No, this is inaccurate. I didn't get any restricted pop up as my traffic was always routed through my Canada VPN (which of course let me access the platform with no warnings or issues).
It was only until the withdrawal that they suddenly took issue with VPN usage.

They claim they can keep all funds because I was in profit over lifetime. :\ Must be looking at some dashboard on who they do / don't want as customers based on P/L I guess.

The irony is is with other casinos like Stake I've had 6 figure swings in and out of profit, and they've always treated me with respect irrespetive of the position. Guess these Rollbit guys just play the short game.

Lol exactly. If they can early detect countries they don't want players from, then why allow do they allow them to even play? Unless they only want to compound deposits and issue no withdrawals. That may just be their business model.

Well stated. Per my OG post, they can close my account should they choose - it is their platform after all - but ceasing a pending withdrawal after winning is straight up stealing. Hopefully whoever is in charge begins to value their players instead of whatever dashboard with digits they're looking at.

True, but I'd add you should never withhold winnings from a KYCed customer period after allowing them to play + win. Especially after they've waited for their withdrawal for days with minimal comms.

It seems very rash to close my account mid-chat and try and erase my pending withdrawal, but may just be how this Rollbit choose to operate - money first and player second.

Mix of Canada, India, Aus and Singapore - usually routed through my Canadian VPN on my laptop. I travel for work constantly. No issues til I withdrew that $28k recently. And again, I did the KYC approval with my Indian residency up to L4 (which was super elaborate) before they decided to screw me over / instantly close my account.

So disappointing to hear they treat others like this too. I guess this is part of their business dna though. Let someone play an -EV game, and if they happen to get up, then just nuke their account and refuse payout. But I'm sure if said individual was in the hole they'll happily accept more deposits...

What happened::
I joined Rollbit a few years ago when they acquired/bought Stake's Platinum+ CRM list and targeted people to sign up with eDM offers. I kept the account fairly dormant until recently, where I played and won fairly regularly on a mix of Blackjack, Roulette, Bacarat and Slots. I play from multiple locations with VPN as travel throughout Canada and APAC regularly (travel monthly). A few days ago I withdrew $28K USD after depositing ~$10K and betting quite heavily on Pragmatic Blackjack. My withdrawal got stuck on "Contact Support". I contacted their support who advised it would be sorted in a few hours. It wasn't. I continously followed up and they kept saying it is going to "a provider for review". Not sure what that meant, but opted to be patient.

Then today I get an update saying KYC.
I successfully KYCed L1, L2, L3 and even L4 with the support agent (R0cky, who was actually quite friendly). My KYC was based on my residency in India, where I have a property and frequently visit (a valid country for Rollbit). Once KYC was done, he informed me it's been escalated to a member of the team.

Then Razer (who I presume is the co-founder based on his "status" in this forum) messaged asking where I was currently. I'm in AU visiting family, and he used this plus my VPN usage as an excuse to immediately terminate my account. Subsequent messages to his juniors led to them just quoting my overall P/L (which is positive) and disregarding my request to process the withdrawal.

I know these guys are successful, but they run an absolute horror of an operation. Seems like they're happy to have you as a customer so long as you don't attempt to withdraw or go into a positive P/L.

I request that Razer and whoever his decision makers are return my pending withdrawal of $28K USD. It's super unprofessional for them to withhold winnings for a KYCed customer just because a user is a citizen of the world. If I had a losing session, they'd have no issue with taking my deposits time and time again, I'm sure of it.


Scammers Profile Link:
rollbit.com

Reference Link:
https://pastebin.com/dP7SpWdJ

Amount Scammed:
~$28.2k / 479 LTC  + a small pending balance of ~$350
https://imgur.com/a/Xa7gKR3

Payment Method:
LTC

Proof of Payment:
https://imgur.com/a/Xa7gKR3 (second image)


PM/Chat Logs:
https://pastebin.com/dP7SpWdJ

Additional Notes:
I'm fine with my account being closed if they deem certain regions a breach of ToS. But at the very minimum they should return my pending withdrawal.
I highly caution anyone to use these guys. My experience with Stake, while not perfect, has been tremendously more customer friendly.