Hej,
Mellan den 3:e och 4:e maj f?rs?kte jag ta ut pengar fr?n Rollbit casino.
Tidigare har jag aldrig haft n?gra problem med uttag. Totalt har jag redan tidigare tagit ut ~3 000 USD fr?n mitt konto utan problem. Men nyligen blockerade de n?gra av mina uttag, vilket var ganska konstigt, med meddelandet att kontakta supporten [se sk?rmdump].
Senare m?rkte jag att jag blev ombedd att slutf?ra verifieringsprocessen (en meddelandebanner p? webbplatsen), vilket jag lyckades genomf?ra till niv? 3. Detta inkluderade att ange mina personuppgifter, skanna mitt taiwanesiska pass och slutf?ra liveverifieringen. N?r det var klart fick jag meddelandet om att ins?ttningar var l?sta upp (men inte uttag).
Jag kontaktade supporten via livechatt ang?ende mina fastnade uttag.
Som ni kan se i den bifogade transkriptionen kontaktade jag supporten och Montie sa att de skulle ge mig en uppdatering senare ang?ende mitt konto. Efter en timme svarade Razer och sa f?ljande: "Tack f?r ert t?lamod h?r. F?r att forts?tta h?r beh?ver vi att kontoansvarig slutf?r KYC."
Vi har ?terst?llt KYC-niv?n f?r att till?ta detta. Observera att ett nytt f?rs?k att kringg? KYC kommer att resultera i permanent kontost?ngning.
Jag sa att det m?ste r?da en viss f?rvirring, med tanke p? att jag redan har slutf?rt KYC-niv?erna enligt beg?ran. Hur kan jag slutf?ra alla tre verifieringsniv?erna (inklusive en liveverifiering) och inte vara kontoansvarig?
Trots denna f?rvirring slutf?rde jag KYC-verifieringen en andra g?ng [se sk?rmdump av KYC-verifiering].
Efter att ha informerat dem om att jag gjort om verifieringen svarade Razer att mitt konto nu ?r l?st.
Om du vill samarbeta i framtiden, v?nligen meddela oss!"
Jag svarade omedelbart och fr?gade varf?r den var l?st och vad problemet var, men har inte h?rt n?got fr?n Razer eller annan personal.
Totalt har jag uppn?tt Silver I-status p? Rollbit, vilket inneb?r att jag har satsat ?ver 50 000 USD p? sajten.
N?r jag tittar p? mina kryptovalutatransaktioner har jag satt in motsvarande ~2,7 000 USD p? Rollbit och tagit ut ~3 000 USD. Det finns f?r n?rvarande ett ?terst?ende saldo p? cirka 1 000 USD p? kontot. Jag anser att jag har blivit mycket or?ttvist behandlad, med anklagelser fr?n Razer om att jag inte ?r ?rlig mot dem. Hittills har de inte angett n?gon anledning till varf?r kontot ?r l?st eller om mina ?terst?ende uttag.
Jag har inte haft n?gra problem med det h?r kontot hittills. Kontot skapades f?r ?ver ett ?r sedan, men jag har bara varit mer aktiv den senaste m?naden eller s?.
Om man tittar p? andra klagom?l h?r verkar det finnas n?gra som inte har l?sts. Om mitt ?rende inte blir l?st, vart kan jag v?nda mig f?r att eskalera ?rendet vidare med l?mpliga myndigheter/speltillsynsmyndighet? Finns det en e-postadress/webbplats/ett formul?r jag kan fylla i?
Som referens har jag bifogat sk?rmdumpar/transkript som visar hur mycket som f?r n?rvarande finns p? kontot, slutf?rd KYC-verifiering av kontot, Silver I-status och sk?rmdumpar fr?n livechatten.
Tack s? mycket
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
Automatiskt ?versatt:
