John here from Rockbet

[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.

[Nifty29]

Hi Guys

I can tell you the player involved was me.

The withdrawal was originally paid on 01/09 for the amount of 50.18. The amount I requested was 150.00 . My balance before my deposit was .18

To answer the question that some may ask, I actually checked in the cashier section to see if that 0.18 was part of any previous bonus (which I always do if there is an small amount in my account before I deposit) and there were no active promotions. If there were, I would have played the 0.18 off beforehand. The deposit of 50.00 was made with NO bonus attached.

I played for a while and decided to cash out at 150.00 . I requested that amount, and the cashier responded with 'your withdrawal has been accepted blah blah' and I didnt think anything else about it until I was paid 50.18 5 days later (not good enough either IMO but thats another matter)

I then emailed support and asked why I was only paid 50.18.

I emailed every day for the next 3 days until I finally received a reply stating "Could you please provide your username". I mean, for crying out loud! Anyway, I sent my username along with copies of my previous emails.

I waited a further 4 days with NO reply, with 2 further emails in the meantime sent to every address @rockbet I could find....so SOMEBODY read them, and SOMEBODY ignored them.

After this it was time to PAB which I did and left it in Max's capable hands, which Max/Bryan have explained in their warnings. It was bad enough that I was completely ignored, but they didnt even have the decency to acknowledge Max's emails either.

My PAB was acknowledged and resolved only after John was informed of Bryans webcast...the part that REALLY annoys me now is that John admitted above that he became aware of the details of my PAB 'DAYS AGO'.....days ago??? Well why wasnt it dealt with right there and then?? In fact, I can tell you that John read my PM about my issue on 24/09 which is a week ago - more than 'just days'. IMO this makes the whole thing even worse, because it re-inforces the feeling that I was being ignored in the hope I would just forget the 100.00 and go away. I think the whole 'someone else should have been dealing with it differently' excuse is pretty lame, and it only 'covers' John until the 24/09 when he read my PM....after that, I most definitely WAS ignored as I received NO reply to my PM and NO email from anyone at Rockbet.

The other annoying part is that, after John acknowledged my issue, he asked me if I had a screenshot to prove I withdrew 150.00 and not 50.18 .... WHAT??? Who takes screenies of their withdrawals??? Why not just do an audit of my account and find out where the error occurred instead of throwing the ball back into my court??? In fact, this all happened while I was asleep and John emailed me hours later and said he discovered that a previous 'super-sticky' (whatever that means) bonus had caused the cashier to remove any excess winnings above my deposit when I made my withdrawal request. Well I have a few questions in relation to that:

1. Why didnt the software inform me it was deducting 100.00 from my withdrawal when I clicked 'withdraw'?
2. Why didnt the software inform me before I deposited that there was already an active bonus in my account?
3. Why did I receive 50.18 and not just 50.00 ?? It doesnt make sense.

John stated to me in his email today that 'any player that experiences this error will have their balance adjusted.' which implies that it has happened before. Well maybe they will have their balance adjusted, but its not going to happen if they cant get their emails even acknowledged.

Anyway, the bottom line is that I was continually ignored for a month and only achieved some kind of resolution when Bryan decided to issue a warning and throw Rockbet in the Rogue Pit.

In my view, getting my 100.00 means very little now compared to how I have been treated, and I believe Rockbet belong in The Pit until they can prove that resolving player issues are important and are the utmost priority in their operation.

Rockbet needs to get their act together big time and Bryan is right in directing players away from them until they do.

I would also like to thank Bryan on behalf of all players by standing up for a players/customers' right to be treated with efficiency, courtesy and respect, and also thankyou to Max for helping me so much over the past month.

Oh, and thanks to Rockbet for bonus banning me now as well.....

Nifty

** I think it is both a system and software problem btw **

[KasinoKing]

Thanks Nifty for posting the full details.

Frankly I'm appalled that any casino could treat a player like this, especially one who I thought were totally reputable. There better be a very good reason for this and a promise this will never happen again to another player, or I'm throwing Rockbet in my rogue pit too. Ignoring you for so long is 100% unacceptable.

Even though the casino is clearly in the wrong here, I hope your post does remind players that they should always play their balance at any Rival casino down to absolute zero before depositing again, whether with or without a bonus.

KK

[Nifty29]

I hope your post does remind players that they should always play their balance at any Rival casino down to absolute zero before depositing again, whether with or without a bonus.

Yes thats good advice. The reason I checked first in the cashier was for this very reason as I have done since Rival announced the complete-zero-out policy for clearing bonuses - although other times it has always had an active promotion thats says "playing now etc etc" and "requirement not met" at the bottom - but in this case there was nothing.

If Rival are going to have this policy they need to make sure the bonus is always fully active in the cashier until it is cleared. My understanding is at present that the promotion disappears after it's expiry date EVEN if there is still some balance remaining which is what I think has happened here...if the cashier indicated to me that 0.18 was still part of an active bonus this whole thing wouldnt have happened. Mind you, that whole issue became secondary to what transpired afterwards.

KK is right though - ALWAYS clear the balance before you deposit

[chuchu59]

Nifty,

First, I have to say I dont like Rockbet at all for reasons that I wont explore further here. However, from all the details shown by you, I am pretty certain that the software itself deducted the $100 for reasons unknown to me though I believe it is something along the lines of an uncashable $100 bonus.

I often play at Vegas Regal with uncashable bonuses and when WRs are met and I cash out the account balance is always reset at 0. Say I have 120.37 balance and the uncashable balance is $40. I put in a withdrawal request for $120 and when I check my balance it is $0 instead of $0.37. The cashier shows a withdrawal in progress amounting to $80.37. Normally, you cannot withdraw odd cents but the software does it for you automatically when an uncashable bonus is involved. The same applies for a bonus with a max cashout.

Having said all that, there is no excuse for the support staff of Rockbet to ignore the issue. I dont know whether the software allows fresh deposits while there is still a balance but I am sure that if you have a bonus-free balance, claim a bonus and then deposit, your earlier funds are tied to the bonus WRs unlike RTG which separates them. If you had say $30 before your deposit and you bust out before reaching WRs you cannot cash out even when your balance reaches $30 or less.

[RockbetJohn]

wow I go to sleep and all these posts happen

I personally got the message days ago. If you want to hear from my new account rep who feels horrible this situation happened and wasn't taken care of right away I can do that if you want to rip into her. I was made aware of it days ago and I didn't receive the PAB personally. Either way as I have said before I take the blame on this one. Will this happen again? I highly doubt it.

It wasn't a software issue but it had to do with a sticky bonus. Once I realized this I corrected it. This has only affected a few players, otherwise this would be a daily post issue and it's not.

John