John here from Rockbet

[RockbetJohn]

Hey peoples,

A friend showed me the video today for Casinomeister which featured an embarrassing review but something that was deserved too. I am training someone to handle player issues and they asked me yesterday about a PAB received from Max and I have just emailed the player to resolve the issue. There was a big misunderstanding about how to handle emails addressed to management and I will take the blame for this but it is being corrected.

I don't spend much time on forums so apologies for any slow responses on here. I'll make an effort over the next month to be around.

John Wright

 

[anniemac]

Glad to see you here. How about checking on why I haven't ever received the weekly cashback. I've sent about 10 emails on this matter and have received no reply except that the 'relevant department' will be notified.

My user name is the came as here.

 

[RockbetJohn]

My new player agent is behind on these emails but not blaming that person, it's my fault for not being on top of it. You should have received some, the CBs are sent out on Mondays but I can't tell if you didn't claim it within the 6 days but I'd assume you would have looked out for it. On my end I don't have many players complaining about not receiving the CBs but they expire in 6 days if you don't claim them (otherwise the next week's CB can't be claimed).

Send me a PM and I'll try to work with your account to sort it out.

In the meantime I'm going to add a cash bonus that should make up for the CB. Check your account.

John

 

[anniemac]

Thanks for the reply, John. I do check every Monday. I won't be much but it's a little bit. Thanks for the freebie. I appreciate it.

 

[RockbetJohn]

If it happens once more send me a pm and I'll get to the bottom of it. I haven't had many complaints for this so it hasn't come to my attention because I check the player accounts all the time and this would stand out immediately. It might be a tech issue or it might be when the CB is granted, either way I'll fine out for you but in the meantime I got your account covered.

John

 

[bonustreak]

Glad to see you here that is a step in the right direction John Hope you can get these issues cleared up asap.

 

[RockbetJohn]

They are being cleared. I just haven't had as much time to personally deal with everything myself which is why I'm doing more training for more agents. I want the support team to stand out from other Rivals and I wish I could snap my fingers and make it happen but it takes a bit of time. A bit of a hiccup here but I think after this things should be improved and it was always my goal.

John

 

[WagerWitch]

What the heck is RockBet?

Never been there - is it worthwhile to visit? And what kind of platform?

And customer satisfaction?

And affiliate satisfaction?

Serious questions here... LOL!

OK - visited RockBet... And saw some answers...

Let me ask a question: All of the other Rivals are offering 10 - 20.00 free no deposit bonuses to sign up new people - why is Rockbet at 100% deposit bonus - and do you find you have better marketing that way?

I'm just curious - as an affiliate - how you find the turnover is - in comparison to the freebie bonus - and how it seems to be working out - and if they ever offered it in the past.

Thanks John - nice to see a rep on the boards interacting - Maybe not every day - but would be nice to see them show up at least once or twice a week. Yanno maybe on Wednesdays or something - that was the CM board would get used to seeing you here.

WW

 

[RockbetJohn]

WagerWitch:

To start off I've taken more time off of all forums especially after the whole casinoaffiliateprograms implosion. It was all draining and as an affiliate and casino manager I'm signed up to 20+ forums it's almost too much to keep on top of and it can be a full time job on it's own. I wear a lot of hats for my job and I want to do it all but of course it's not possible but I am working with some new people to cover more ground and to be more consistent. Some growing pains here

The no deposit issue is a big can of worms discussion. From an affiliate's point of view not all affiliates want to promote programs that offer no deposit bonuses. Some affiliates focus on these and I do offer custom promotions for those affiliates who want them. From experience the deposit ratio is higher without these bonuses. This can be argued but we did our best to please everybody and not all players will trust a site with large no deposit offers but it depends on what the player is looking for. The case example is bodog offering only 10% bonus. Some players jump at seeing $100 free while others lose trust immediately because it looks too good to be true. In short you can't please everybody but there is no need to copy the rest.

Rockbet uses www.Rivalpowered.com software.

The customer service team I personally think is acceptable but it isn't the best and it's what I'm working on behind the scenes. The CSR agents do read these forums so if you guys are reading, not dissing you but they take care of many casinos and it's tough to manage all of them. In the near future Rockbet will have it's own dedicated team.

Affiliate satisfaction I think is good and that is where I spend most of my time these days, more as an affiliate manager than casino/player manager. I have done both roles but as things grow it's not possible to do both and it's why I'm working with more people.

Regarding posting every so often it's a big challenge to just post only once a week. It sounds easy but when you post once then people reply quickly and want you around all the time and it's tough to just leave a thread or a new post for a whole week. For my job it just isn't feasible anymore, you either go all in or all out but maybe in the near future I'll have a rep dedicated for that.

What is Rockbet? The generic answer is an online casino but I'll wait until 2010 before it has more of it's own identity.

John

 

[WagerWitch]

What an excellent well worded post - I might just have to talk to you behind the scenes... LOL!

Look for my info - if you don't mind.

 

[RobWin]

They are being cleared. I just haven't had as much time to personally deal with everything myself which is why I'm doing more training for more agents. I want the support team to stand out from other Rivals and I wish I could snap my fingers and make it happen but it takes a bit of time. A bit of a hiccup here but I think after this things should be improved and it was always my goal.

John

It looks as though your wants have now materialized since you and your customer support team there at "Rockbet have just now been added to the "Rogue Pit" here at Casinomeister!"

Job well done! The first "Rival Casino" to receive this high honor.. Karma...it's a bitch ain't it.
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[maxd]

Rob ... there's no need to kick the guy when he's down. He's obviously trying to make the best of a bad situation here so ... maybe tickle him while he's down? oke:

 

[chuchu59]

I can understand Rob after what he went thru at the forum for affiliates (cannot remember the name though). I told him not to tackle them at their own turf. Now that John is here I think Rob wants him to take a bit of his own medicine. That's why he said 'karma' I guess. While I dont believe it's right to take revenge, it is a way to blow off steam. Meanwhile, the tardiness of the support at Rockbet is a concern and I can only hope that it gets better.

 

[RockbetJohn]

I personally don't mind the video made by Casinomeister, it's deserved and once I heard about the PAB (days ago) I responded.

RobWin: Please send me an email. I understand you are upset about me but no need to argue over forums.

John

 

[RobWin]

Max, Chu...both of you guys are correct. :notworthy

Disclaimer: Sometimes in life our true inner feelings tend to get the best of us and we react on them. I too, feel the players concern for respectful interaction here from the management of Rockbet Casino & Affiliate Program. I also recently walked in those related shoes with dealing with this Casino/Program Manager on an affiliate level, so my opinion on the matter could be a little biased.

I should have went ahead and added this disclaimer there in that post.
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[maxd]

@RobWin: NP guy, we good.

@RockbetJohn: fair warning to you that we've also posted a Casinomeister Warning against Rockbet (see "Rockbet : winnings disappear, CS AWOL". Nothing personal, under normal circumstances the Warning would have appeared first. It's part of our normal procedure in cases like this.

 

[chuchu59]

Just read the other thread about a warning to Rockbet. Although the player has now been paid, at the very least John should shed some light as to what the software issue is. I regularly play at Rivals and have never had this sort of problem. What is stated at the withdrawals section cashier. Approval for $50 or $150? If it's the former then it could be a software issue but if it says that $150 was approved for withdrawal then it's a different thing altogether.

I understand that the system automatically deducts the phantom bonuses on a successful withdrawal. So if it says that a withdrawal of $50 is being processed it could be that the system has somewhat related it to a $100 unwithdrawable bonus. If the pending cashout at that time was $150 I believe John has some explaining to do.

 

[RobWin]

Originally posted by Max HERE

Rockbet has since paid the player, claiming a software error.

That's even scarier then! If that's truly the case, then why would that "Software Error" not effect all of the other Rival Casinos too then since they all use the same software?

Unless the operators can do their own tweaking on their own branded Rival software that would only affect their casinos.

I agree with Chu that John should most definitely clarify this issue.
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[WagerWitch]

What are the chances that this could have been a FAT FINGER error?

Yanno - like someone processing it somewhere - down the line - error input 50.00 missing the 100?

And no one knew what the heck anyone was talking about?

Just a thought - cause it isn't happening to anyone else... (or something like that... Keep in mind I know nothing about the casino.... just learning now... )

But - I do like to look at ALL sides and all things first. And this thought just kinda popped into my mind.

(well - ok - honestly - once when I worked for a cellular company I once fat fingered an account - which accidentally made the account 1,000.00 over instead of 100.00 over to the plus side... Customer liked me a lot after that...)

 

[jas2587]

What are the chances that this could have been a FAT FINGER error?

Yanno - like someone processing it somewhere - down the line - error input 50.00 missing the 100?

And no one knew what the heck anyone was talking about?

Just a thought - cause it isn't happening to anyone else... (or something like that... Keep in mind I know nothing about the casino.... just learning now... )

But - I do like to look at ALL sides and all things first. And this thought just kinda popped into my mind.

(well - ok - honestly - once when I worked for a cellular company I once fat fingered an account - which accidentally made the account 1,000.00 over instead of 100.00 over to the plus side... Customer liked me a lot after that...)

if that was the case wouldnt it still show $100 in the account

Cindy
dont think it had anything to do with fat fingers

 

[chuchu59]

What are the chances that this could have been a FAT FINGER error?

Yanno - like someone processing it somewhere - down the line - error input 50.00 missing the 100?

And no one knew what the heck anyone was talking about?

Just a thought - cause it isn't happening to anyone else... (or something like that... Keep in mind I know nothing about the casino.... just learning now... )

But - I do like to look at ALL sides and all things first. And this thought just kinda popped into my mind.

(well - ok - honestly - once when I worked for a cellular company I once fat fingered an account - which accidentally made the account 1,000.00 over instead of 100.00 over to the plus side... Customer liked me a lot after that...)

Could be possible but John has admitted it's a software error. Furthermore, they didnt even bother to reply after a flurry of emails.

 

[WagerWitch]

Could be possible but John has admitted it's a software error. Furthermore, they didnt even bother to reply after a flurry of emails.

Ayuh - being ignored is VERY VERY VERY bad...

Can understand errors and mistakes - but IGNORIN me? Not good.

Good Thing that John is working on making this better (as he said).

Hope he does - I have faith... In humanity still.

 

[TOC]

Originally posted by Max HERE



That's even scarier then! If that's truly the case, then why would that "Software Error" not effect all of the other Rival Casinos too then since they all use the same software?

Unless the operators can do their own tweaking on their own branded Rival software that would only affect their casinos.

I agree with Chu that John should most definitely clarify this issue.
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I agree with Rob, software or employee problems? I know nothing about this site but being an outsider looking in it appears that Meister's Oct. 1 broadcast made this guy look up his user name and account number real quick! Why is he here other than covering his, (|). FYI - That's a butt!

 

[maxd]

Originally posted by Max ... why would that "Software Error" not effect all of the other Rival Casinos too then since they all use the same software?

Could be possible but John has admitted it's a software error.

Sorry guys, (possibly) false alarm there. My bad. The player reported that he was told it was due to a "system error", not a "software error" as I had posted. That's what happens when you're reading and posting at 5 in the morning.

I'm going back to the player to see if there's some documentation available on the "system error" business. I have also corrected the "Originally posted by Max" stuff Rob made reference to.

 

[WagerWitch]

Sorry guys, (possibly) false alarm there. My bad. The player reported that he was told it was due to a "system error", not a "software error" as I had posted. That's what happens when you're reading and posting at 5 in the morning.

I'm going back to the player to see if there's some documentation available on the "system error" business. I have also corrected the "Originally posted by Max" stuff Rob made reference to.

Max that's pretty darn awesome that you admitted you made an error.