Rockbet Rogued?

[RockbetJohn]

I will be here over the next few months to personally handle any player issues with Rockbet until I can ensure I have a new player representative to take over. I have already been training one but will give her some time to see if the job fits but if not I will personally handle in the meantime.

John

[Liz732]

Everyone,

I'm the player representative for Rocket Online Casino and basically responsible for the complete mishap concerning some of our players.

I made a mistake and did not see the email assigned to me until near the end of the month, which means this issue had been left unnotice for an unacceptable period.

I am so sorry to have been the cause of all this and I will take full responsability for my actions. The thing is I truly made a mistake.

Once again, truly sorry

Elisabeth

[maxd]

Originally Posted by KasinoKing

The second statement says he got a bonus, which I believe to be wrong.

Quite true, my mistake. I've gone back and corrected the text of the Warning to properly state that no bonus was taken.

For brevity sake I didn't bother mentioning the bit about the pennies left in the player's account at the time they called to check that they were clear of any previous bonus requirements.

[maxd]

Originally Posted by Liz732

I'm the player representative for Rocket Online Casino and basically responsible for the complete mishap concerning some of our players.

Hello Elizabeth, thanks for coming forward. I appreciate your fessing up to being the responsible party here but I want to make it perfectly clear that we're not just talking about an email gone astray.

I emailed you guys on 07, 14, 18 and 25 Sept at two different addresses (service@rockbet.com, and accounts@rockbet.com). How does all that go unseen? Sorry to be blunt but that's not a "mishap", that's either negligence or not giving a sh*t.

Unless of course you meant that it was "a mistake" to ignore our emails, in which case I'd have to wholeheartedly agree. Please know that I'm not looking to string you or anyone else up over this but I don't think it's cool to try and belittle what happened and sweep this under the rug, if that's what's happening here.

That said I know that John has asked Bryan to review the situation and I'm sure he'll make a fair and reasonable decision.

[jetset]

Right on! That smacks of sacrificial lamb.

[RockbetJohn]

The emails were directed to Liz and piled up in her account. She got behind on many of them and asked me for help last week and were still clearing emails. She asked me about the PAB on the 30th. Once I realized this was dragging on for a long time I stepped in to help. Again it's my fault for not checking up on things but I had no idea emails were backed up this far. It is being taken care of and it won't happen again.

John

[slotsextra]

Thanks John & Liz for your apologies, although your casino is now listed under not recommended at CM I am not so harsh thinking, it just was a stupid mistake. This place sure deserves some more credit than those joints listed in this category. J if somebody admits his/her mistakes and solves all problems and truly says it will not happen again what more should be done to get rid off the tar and feathers...........

[Nifty29]

Originally Posted by slotsextra

Thanks John & Liz for your apologies, although your casino is now listed under not recommended at CM I am not so harsh thinking, it just was a stupid mistake. This place sure deserves some more credit than those joints listed in this category. J if somebody admits his/her mistakes and solves all problems and truly says it will not happen again what more should be done to get rid off the tar and feathers...........

If the casino had come clean completely and was honest about what happened and it really WAS a simple mistake then I would normally agree.

However it did not happen in this case - and still hasnt. Here is why:

I dont mean to go on about this matter ad nauseum, but the excuse/reason/s given by John contained some VERY important untruths.

John said to me "Someone directed me to the CM video" when he first contacted me about the issue I was having, implying that the webcast was the impetus to get things fixed.

In his response on these forum, John states he was "told by his other manager (Liz?) only 2 days before" this all blew up. OK, so he sat on a month-old issue for 2 days without any contact with me or CM. Pretty bad eh??

Well here is the TRUTH.

John read my PM here at CM on SEPTEMBER 24th (aust time - I have the read receipt) which contained the full details of the issue. He didnt respond i.e. he ignored it. Hence, he knew about the issue AT LEAST on Sept 24th and I didnt receive any contact until 8 days later (and only when CM posted his webcast).

It wasnt a "mistake". I was ignored completely - you cant ignore 8 emails from me, 5 from Max and a PM from me by accident. I have an idea WHY I was ignored, but since I dont have hard evidence Im not going into it here.

So, the question is, which explanation is right John?

Ill tell you. Mine is right and you know it. You knew PERSONALLY about my issue on Sept 24th and you didnt even bother to respond let alone sort it out.

I dont say this lightly about anyone, but you lied to the members here and to CM when you said 'you only just found out about it 2 days ago from someone else' - and that is why your casino should stay on the not recommended list. How are players supposed to trust your operation when you wont communicate with them, and when you DO you dont tell the truth?

The initial issue was bad enough, and the lack of response thereafter was worse, but going on to mislead the members here instead of taking a golden opportunity to display some integrity and honesty is the worst of all.

[slotsextra]

Ok Nifty you have a point, it sure looks bad. I think John will do all to prevent this from happening again. To be honest I am not happy to see a rival casino on the not recommended list and everything should be done by the representatives to get it cleared. But honesty and transparancy rules so if it must be that way I hope they have learned their lesson and get things right for the future.