Zdravo,
Izme?u 3. i 4. maja poku?ao sam da podignem neka sredstva iz Rollbit kazina.
Ranije nikada nisam imao problema sa isplatama. Ukupno sam ve? podigao ~3 hiljade ameri?kih dolara sa svog ra?una bez ikakvih problema. Me?utim, nedavno su blokirali neka od mojih isplata, ?to je bilo prili?no ?udno, uz poruku da kontaktiram podr?ku [pogledajte snimak ekrana].
Kasnije sam primetio da je od mene zatra?eno da zavr?im proces verifikacije (baner sa obave?tenjem na veb-sajtu), koji sam uspe?no zavr?io do nivoa 3. To je uklju?ivalo unos mojih li?nih podataka, skeniranje mog tajvanskog paso?a i zavr?etak verifikacije u?ivo. Nakon zavr?etka, dobio sam obave?tenje da su depoziti otklju?ani (ali ne i isplate).
Kontaktirao sam podr?ku putem ?askanja u?ivo u vezi sa mojim zaglavljenim isplatama.
Kao ?to mo?ete videti u prilo?enom transkriptu, kontaktirao sam podr?ku i Monti je rekao da ?e mi kasnije dati novosti u vezi sa mojim nalogom. Posle sat vremena, Razer je odgovorio i rekao slede?e: ?Hvala vam na strpljenju. Da bismo nastavili, potrebno je da kontrolor naloga zavr?i KYC."
Resetovali smo KYC nivo kako bismo ovo omogu?ili. Imajte u vidu da ?e ponovni poku?aj zaobila?enja KYC-a rezultirati trajnim zatvaranjem naloga.
Rekao sam da mora da postoji izvesna zabuna, s obzirom da sam ve? uspe?no zavr?io KYC nivoe kako je tra?eno. Kako mogu da zavr?im sva 3 nivoa verifikacije (uklju?uju?i i verifikaciju u?ivo) a da ne budem kontrolor naloga?
Uprkos ovoj zabuni, uspe?no sam zavr?io KYC verifikaciju po drugi put [pogledajte snimak ekrana KYC verifikacije].
Nakon ?to sam ih obavestio da sam ponovo izvr?io verifikaciju, Razer je odgovorio navode?i da je moj ?nalog sada zaklju?an".
Ako ?elite da sara?ujemo u budu?nosti, molimo vas da nas obavestite!
Odmah sam odgovorio pitaju?i za?to je zaklju?ano i u ?emu je problem, ali nisam dobio odgovor od Razera ili drugog osoblja.
Ukupno sam dostigao status Srebrni I na Rolbitu, ?to zna?i da sam ulo?io preko 50 hiljada ameri?kih dolara na sajtu.
Gledaju?i moje transakcije kriptovalutama, uplatio sam ekvivalent od ~2,7 hiljada ameri?kih dolara na Rolbit i povukao ~3 hiljade ameri?kih dolara. Trenutno na ra?unu ima preostalog iznosa od oko 1 hiljadu ameri?kih dolara. Verujem da sam bio veoma nepravedno tretiran, uz optu?be od strane Razera da nisam iskren prema njima. Za sada nisu naveli razlog za zaklju?avanje naloga niti razlog za moje preostale isplate.
Do sada nisam imao problema sa ovim nalogom. Nalog je kreiran pre vi?e od godinu dana, ali sam bio aktivniji tek u poslednjih mesec dana.
Gledaju?i druge ?albe ovde, ?ini se da postoji nekoliko koje su ostale nere?ene. Ako moj slu?aj ostane nere?en, gde mogu da se obratim da bih dalje eskalirao ovo pitanje nadle?nim organima/regulatoru kockanja? Da li postoji imejl/veb stranica/obrazac koji mogu da popunim?
Za referencu, prilo?io sam snimke ekrana/transkripte koji prikazuju koliko se trenutno nalazi na ra?unu, zavr?etak KYC verifikacije naloga, status Silver I i snimke ekrana iz ?askanja u?ivo.
Hvala vam
Hello,
Between the 3rd and 4th May I attempted to withdraw some funds from Rollbit casino.
Previously, I never had any issues with withdrawals. In total, I already previously withdrew ~$3k USD from my account with no hassle. However, just recently they blocked some of my withdrawals which was quite strange, with the message to contact support [see screenshot].
Later, I noticed that I was asked to complete the verification process (a notice banner on the website), which I successfully completed to level 3. This included entering my personal details, scanning my Taiwan passport, and completing the live verification. Once completed, I got the notification that deposits were unlocked (but not withdrawals).
I contacted support via live chat regarding my stuck withdrawals.
As you can see in the attached transcript, I made contact with support and Montie said they would give me an update later regarding my account. After 1 hour, Razer replied and said the following: "Thanks for your patience here. To proceed here we'll need the account controller to complete KYC.
We've reset the KYC level to allow this. Please note that attempting to circumvent KYC again will result in permanent account closure."
I said that there must be some confusion, given I already completed KYC levels successfully as requested. How can I complete all 3 levels of verification (including a live verification) and not be the account controller?
Despite this confusion, I successfully completed the KYC verification a second time [see KYC verification screenshot].
After informing them that I redid the verification. Razer replied stating that my "account is now locked.
If you wish to cooperate in the future, please let us know!"
I immediately replied asking why it was locked and what the issue is, but have not heard back from Razer or other staff.
In total, I have reached Silver I status on Rollbit, meaning I have wagered over $50k USD on the site.
Looking at my cryptocurrency transactions, I have deposited the equivalent of ~$2.7k USD into Rollbit, and have withdrawn ~$3k USD. There is currently a remaining balance of about $1k USD in the account. I believe I have been very unfairly treated, with accusations from Razer that I am not being honest with them. So far they have not provided a reason for the account being locked or about my remaining withdrawals.
I have had no issues with this account up until now. The account was created over 1 year ago, but I have only been more active in the past month or so.
Looking at other complaints here, it seems there are a few that have become unresolved. If my case becomes unresolved, where can I go to escalate this matter further with the appropriate authorities/gambling regulator? Is there an email/website/form I can fill out?
For reference, I have attached screenshots/transcripts showing how much is currently in the account, account KYC verification completion, Silver I status, and live chat screenshots.
Thank you
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