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.

 

[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

 

[LaurieJim]

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]

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]

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]

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]

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]

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