Rollbit has a good reputation overall on this forum so I guess if this was due to a mistake on their part, they will resolve it quickly.

From your conversation with live support, they seem pretty confident that the one who passed kyc is not the real owner of the account. But, I believe it would be more fair if they had explained what makes them think so.

Did you use a different device/ip when verifying your account than the one you usually use to access their casino? That could be one of the reasons why they think you are not the real owner of the account.

If I understand correctly then this happened after he verified his identity for the second time and this screenshot shows the last message he received from them.

They froze his withdrawal request and asked him to verify his identity which he did up to level-3. They rejected it because they believe the submitted documents don’t belong to the real owner of the account. So, they asked him to verify his account, again (gave him a second chance by resetting KYC).
He did what they asked using the same documents thinking his laptop camera was the cause of the issue.. But they rejected it again, and blocked his account.

Hi everyone,

I have sent holydarkness a dm with my Rollbit details.


During the first level 3 verification (liveness check), I positioned my body within the defined silhouette as the liveness check instructed, however, it took about 5 mins of adjusting for the liveness check to capture a photo. Despite this, the verification still went through and showed a green tick, saying it was successfully completed.
Once this was completed I notified the live chat. After some time, they said they don't believe I am the account controller and reset the KYC. I assumed this was due to some issue with my laptop camera so I redid the verification on my phone.
Nobody else did the liveness check with me.

To add to this, I have done the same liveness check on both Duelbits.com and Shuffle.com without any issues in the past, using the same documentation. Duelbits verification was near instant, they approved my withdrawal within 5 mins of completing verification. Shuffle.com took a few weeks to verify but eventually they approved (they did mention they had a lot of cases). I am happy to provide proof of my verification levels and withdrawals from both Duelbits and Shuffle if needed. I also have accounts with Roobet and Rainbet, who haven't requested KYC but have let me withdraw on multiple occasions as well.


Regarding the email, I only sent it yesterday, but haven't heard back from them yet. I should have done this earlier, but I was waiting on casino guru representatives to mediate the case since they had direct communication. I only found out about compliance@rollbit.com through other cases on this forum when I signed up to this forum yesterday. (Live support staff never mentioned any email to send to)

Thank you for explaining the situation. Perhaps, the situation could be indeed related to the delays in face verification (liveness) on your laptop. Had you completed the verification on the other casinos with your laptop? The verification process is same at Duelbits. I hope you haven't made any mistake with your documents between these two verification attempts. Now you can only wait for a response from their compliance team email support or 'Razer' response. Let's wait and see what they explain about it.

Thanks holydarkness, I meant to say that I sent an email to support@rollbit.com. I must have mixed up the two from reading other posts.

And no, I completed both the Duelbits and Shuffle live verification on my phone. Shuffle account is level 5 verified. Using the same documents; passport, utility bills