John here from Rockbet

**GGW Laurie** · 2nd October 2009, 02:12 PM

I understand Nifty's feelings on this issue and do hope that the casino will get its house back in order, I would also like to see you John, handle things like you did over at TIV, you always took care of your players there and answered any questions about the casino on this forum, good or bad, you were here, that means alot to a player when the Rep. checks in a few times a week to see whats going on with the forum, this is always noticed by the members here..................laurie

**RockbetJohn** · 2nd October 2009, 02:29 PM

Nifty was getting responses to the problem BEFORE the video came out. Yes the problem was solved the day it came out but I knew of these problems a few days ago. Once again we did drop the ball and I apologize and I'm confident this won't happen again.

John

**Nifty29** · 2nd October 2009, 03:17 PM

Nifty was getting responses to the problem BEFORE the video came out

A couple of hours only, but yes. It was during my night though, and I doubt CM would have dropped the item on his webcast even if I had been able to inform Max about being contacted as the issue is how I was treated during the last month and how CM/Max had been ignored.

Im glad John is taking some of the rap here, and I hope for everyone's sake it wont happen again. However, I would still like to know why Customer Support didnt even acknowledge my emails let alone answer them.

Im also interested in why I dont have any promotions in my cashier....have I been bonus-banned as well? I certainly hope not, given I wasnt even offered any form of compensation or a token of apology, and that I received an promotional offer via email yesterday which was present before my issue was resolved.

Anyhow, it isnt a personal thing against John or anyone else its just stating the facts about a very disappointing customer experience. Ive told all there is to tell and other members can draw their own conclusions going forward.

**RockbetJohn** · 2nd October 2009, 04:03 PM

Hi Nifty,

Again I apologize, we made mistakes and we'll learn from them.

The customer support agents forward those emails to a player rep, that person is no longer myself. That person got very behind on emails and I just found out about this days ago. At this point in time I am helping clear these emails and am working with the new rep to make sure this doesn't happen again. Once again I take responsibility.

I have cleared your bonuses to make sure you could cashin and added another one. They should be back to normal.

John

**WagerWitch** · 2nd October 2009, 06:05 PM

Originally Posted by Nifty29

A couple of hours only, but yes. It was during my night though, and I doubt CM would have dropped the item on his webcast even if I had been able to inform Max about being contacted as the issue is how I was treated during the last month and how CM/Max had been ignored.

Im glad John is taking some of the rap here, and I hope for everyone's sake it wont happen again. However, I would still like to know why Customer Support didnt even acknowledge my emails let alone answer them.

Im also interested in why I dont have any promotions in my cashier....have I been bonus-banned as well? I certainly hope not, given I wasnt even offered any form of compensation or a token of apology, and that I received an promotional offer via email yesterday which was present before my issue was resolved.

Anyhow, it isnt a personal thing against John or anyone else its just stating the facts about a very disappointing customer experience. Ive told all there is to tell and other members can draw their own conclusions going forward.

Nifty - FIRST - I have to say KUDOS to you for owning up and admitting that John did contact you prior to the CM video coming out.

That DOES make a big difference.

And thanks for being open enough to say you accept John's (Rockbet's) apologies.

That's totally awesome - and on par with the Nifty I've known (Trouser Snake and all... *GRIN*) for years.

I'm actually glad to see a casino open up and admit the faults they have after making such a mistake. AND correcting it - instead of being horrible about it - and telling you and everyone else to go pound sand.

That being said - it's awful that it happened - and I hope that it has been made up for.

**RockbetJohn** · 2nd October 2009, 09:12 PM

When I'm wrong there isn't much to hide from and no excuses are needed.

There are some growing pains with Rockbet but it's my job to make sure this doesn't happen again and I'm confident it won't.

John