Insult added to injury

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Hi Gang

Just a quick update on the Rockbet situation.

It seems the quality of customer service and management hasnt improved at all.

You remember the $100 that I waited a month to get back from Rockbet? Well it was put back into my casino account just as John promised.

Only problem is, they dont seem to actually want to PAY it to me.

I have now been waiting 8 DAYS (yes you heard right) for this $100 to be sent to me, after already waiting a MONTH in the first place - geez talk about a slap in the face!

You would think that, given how badly I was treated and the fact I had to wait a month to begin with, management would have ENSURED that I was paid that $100 quickly.

It makes me feel like my cashout is being delayed deliberately, and Im sure anyone in my situation would feel the same. Maybe it isnt deliberate - maybe its just another example of poor treatment of a customer who has already been treated poorly - or maybe thats just what every customer is subjected to?? Who knows!

All I know is that not only did Rockbet not bother to offer some kind of compensation for my recent experience (its interesting to note that the manager of another casino actually GAVE me a free chip as they felt so disgusted by what had happened to me...), they cant even be bothered to make sure I was paid what was already owed to me in a timely fashion.

Maybe I should have made my thread title 'Nothing new at Rockbet'.

John says Rockbet are lifting their game and these kinds of things will 'never happen again'.

Maybe Rockbet could send out an email letting us know when that starts.
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
John has indicated in the other thread that the sort of treatment meted to Nifty would never happen again. Presumably, I believe that it means he would reinstate the $100 in the account and have it processed right after the pending period if the cashout was not flushed.

Patience wears thin with Rockbet. What excuses next? First, a mountain of emails that cannot be cleared quickly. I think this time it will be a mountain of withdrawals that needs time to clear. Whatever reason that Rockbet comes up with, I wont believe it. This casino should be rogued.
 

GGW Laurie

Paleo Meister (means really, really old)
Joined
Jun 16, 2006
Location
In the Beautiful South !!
This does not look good for the casino at all Nifty, makes me think that alot of lip service has been given and no good results from it:mad:This is just very sorry on the part of the casino, for one that wants to gain back the trust of its players, they sure are going about it the wrong way imho...............laurie
 

WagerWitch

Dormant account
webmeister
Joined
Oct 16, 2003
Location
Alaska
Nifty - I don't know why this is happening to you.

You're the first and ONLY customer that I have heard of that has had issues like this - and it seems like they just keep getting worse with YOU.

Oh my gosh.

I wish I could say it isn't true - but I know you - and I know you're not going to make blatant BS.

So here's what I think. I think John needs to bump up his game on your account right away. And he needs to be honest about why they haven't done anything yet.

Because I am seriously amazed at the lack of care to you.

Especially since there was so much publicity about the situation.

So John - if you're reading - could you make sure Nifty is taken care of? Not only with that payment - but with the bonus you offered him - and since there has been further insult - perhaps even bump up the bonus and maybe make no wagering requirements. Cause that's pretty bad treatment.

Just my thoughts on it.
 

jas2587

Ueber Meister
Joined
Apr 25, 2006
Location
FL
I sure as heck dont understand why his $100 would have to go thru a pending period it should have been put right in his withdraw preference

sure makes the TURNAROUND look like a bunch of talk now

Money Talks Bullshit Walks


Cindy
 

jas2587

Ueber Meister
Joined
Apr 25, 2006
Location
FL
Dated October 2nd

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
__________________
Rockbet Casino & Affiliate Manager

also dated Oct 2nd

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
__________________
Rockbet Casino & Affiliate Manager
------------------------------------------------------------------------


makes ya go hmmmmmmmmm


Cindy:rolleyes:
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
**** CORRECTION ****

It seems the payment went to my Neteller on October 6th (but no email was received from the casino informing me) - so I have in fact been paid.

HOWEVER it still took 4 days which given the situation was unacceptable


*******************


Just to clarify meeks :)

but with the bonus you offered him
John put a 50% deposit bonus in my account (after he put the $100 back in my account) with 30xDB wagering requirement :rolleyes: - just another insult now I come to think of it. Hardly a 'sorry about all the trouble' gesture was it?

Also, I used to get an email every 2 days or so with bonus offers like 125% bonus etc etc - now I get nothing. So Im now off the promotions list - because I dared to pursue the issue no doubt. Incredibly bloody-minded IMO.

I still think anyone who plays at Rockbet/Vegas Days is taking a risk, but thats just me.
 
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WagerWitch

Dormant account
webmeister
Joined
Oct 16, 2003
Location
Alaska
Nifty - Thanks for the clarification

John - I have to agree with Nifty on the Wagering Requirement bonus. The bonus was given as a "honor gift" based on bad behavior on the casino. So it was sort of a compensation...

I mean I don't know how accounting works at a casino - but in some instances, I think reputable players and situations that happen with them need to be treated better or slightly differently on a case by case basis.

If I had been in Nifty's shoes, I think I might also feel badly about the situation.

Again - I understand that the BONUS isn't a demand but its a PRINCIPAL of the Matter kind of thing.

I realize casinos are hard to operate - just like ANY business - and there are a lot of thieves and a lot of shysters... But there are a LOT of us who are regulars and good players.

I also know that there are rules set into place to keep players in line or keep things running properly - but sometimes in some cases those rules need to be bent to make the players who deserve it can be treated to the entertainment that they deserve. LOL!

Anyhow - well - I am sorry to hear this Nifty - YOU are the ONLY person I have heard have a problem with them - (doesn't mean there aren't more out there but I haven't seen them.) As bad as I feel for you - I'd like to think you are a once out problem.. And unfortunate at that.
 

bonustreak

Senior Member
webmeister
Joined
Nov 19, 2004
Location
Home Office
That sounds about right if the request was sent in on a Friday and the payment came on Monday, I see no problem there?
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
The payment was made on October 5th. Please check your ewallet account. If you need any help send me a PM.

John

Yes, he confirmed he got paid, just that no email informing him of this was received, which I presume is normally sent.

What about the "sour grapes" treatment though, what's this all about:confused:

Also, I used to get an email every 2 days or so with bonus offers like 125% bonus etc etc - now I get nothing. So Im now off the promotions list - because I dared to pursue the issue no doubt. Incredibly bloody-minded IMO.
He stuck up for what is right, exposing a dreadful shortcoming in your CS department (a huge backlog of emails). Now it seems he has GRUDGINGLY been paid, even though there was one last attempt to relieve him of the $100

John put a 50% deposit bonus in my account (after he put the $100 back in my account) with 30xDB wagering requirement
Now, it looks like you would rather he "went away", as it seems that pursuing this issue has now cost him his "account status" of "eligible for promotions".

Whilst you could say this was pure coincidence, this is hard to believe.
 

RockbetJohn

Dormant account
Joined
Mar 20, 2009
Location
Toronto - Barcelona
The player was paid no different than any other player. nifty said they were not paid at all but on my end it shows it was already paid last week.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
The player was paid no different than any other player.
I rest my case. A manager who CARED about his CUSTOMERS would have ensured I was paid almost immediately given I had already waited a month :mad:

John, you just will not publicly accept that you treated me abhorrently and that you CONTINUE to do so even after you were called out on it.

You also LIED about not knowing until just before CM's broadcast and you havent explained that to anyone here - how is anyone supposed to trust you when you flat-out lie in a public forum?

The 50% bonus with 30xDB was a huge insult - I had 2 promos in my cashier before you removed them that were MILES better. Now, I dont get promos from Rockbet OR Vegas Days ... LOL!! Is that how you resolve customer complaints? Begrudgingly make it right only after being publicly exposed and THEN bonus ban the player?? Blimey you couldnt even throw me $10 to show you're sorry.

I guess there is probably no point posting any more about it as I dont want my complaints to come across as a personal vendetta because they are not....they are clearly based on facts and the main fact is that I WAS and STILL AM being treated like dirt by Rockbet/Vegas Days.

Personally, I agree with Bryan in recommending that players avoid Rockbet until management shows they can competently deal with their players' issues.

Oh, and....

nifty said they were not paid at all but on my end it shows it was already paid last week.
Thanks for reading my second post John were I SAID that I WAS paid.

@bonustreak - it was Friday cashout requested and Tuesday cashout paid. Normally, I say 4 days is TOO LONG anyway - if SlotoCash can do it in 3 hours on a Sunday then Rockbet can do it (if they want to). However, given my situation I should have been paid QUICKER - not just 'treated like any other player'. Everyone has their own opinion about what is acceptable for cashouts but for me more than 48 hours is unacceptable. :)
 

jas2587

Ueber Meister
Joined
Apr 25, 2006
Location
FL
If I am correct the original withdraw was on 09-01 an the OP ((Nifty)) was shortchanged $100 an ignored for well over a month thru emails pm's etc
The OP issue was not addressed until Bryan did a webcast about Rockbets service

Then John took notice an they took 4 days after that to credit the $100 an now treating the OP shabby on bonus etc etc makes ya wonder if people that do not know Casinomeister how they are being treated shame shame shame

Cindy
 

Pulver

Senior Member
webmeister
PABaccred
Joined
Aug 5, 2009
Location
Tellus
How people with so limited human relation skills can get hired\run at a casino is beyond me.

Rockbet has clearly shown that they have absolutely no clue on how to treat a customer in such a way that they become a RETURNING customer.

I get baffled by the incomptence every time I read a thread like this. Imagine getting treatment like this in a bank for instance...
 

GGW Laurie

Paleo Meister (means really, really old)
Joined
Jun 16, 2006
Location
In the Beautiful South !!
John , what can i say, i just dont understand, you seemed to have had it all together when you were at TIV, you got to get your chit together man at this casino pretty fast as i see Rockbet going futher south than what it is now.

I have had great service in the past from you and the staff at TIV, whats the big change all of a sudden at Rockbet, maybe they all need a lesson in 101 customer service and you might want to sit in on the class for a refresher course imo.


laurie
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
The player was paid no different than any other player. nifty said they were not paid at all but on my end it shows it was already paid last week.
Correction. Nifty was paid differently from other players. It was over a month. Why you did not pay him immediately after he initiated a withdrawal is beyond me. It seems you did not follow this case closely otherwise why the tardiness in paying the second time around. Paying him within the same time frame as other players? What a load of BS!
 

RockbetJohn

Dormant account
Joined
Mar 20, 2009
Location
Toronto - Barcelona
It was paid on Monday, not Tuesday. The player started this thread saying they were not paid at all when that wasn't true. If you are not happy with the bonuses you don't have to play them and it shouldn't always be about bonuses.
 

dcpam39

Senior Member
PABnononaccred
MM
Joined
Nov 12, 2006
Location
East Coast
It was paid on Monday, not Tuesday. The player started this thread saying they were not paid at all when that wasn't true. If you are not happy with the bonuses you don't have to play them and it shouldn't always be about bonuses.
John, i really think you are missing the point. This issue is not about bonuses at all, but the way Nifty was treated.

In your posts on this forum and on the affiliate forum (conversation with RobWin) you come across to me as having disdain for players and players issues. I used to work in customer service, and i can appreciate how difficult it is to work with customers, and i am sure that on-line casino customers can be a pia. However, the trick is to never let it show.

This situation with Nifty and how it was and is being handled by the casino, and by you, guarantees that i will not patronize the casinos that you manage. I am not a whale, so probably no big loss, but there are others who may have the same thought.

My only point in posting this message is to give you a perspective that will hopefully provide some insight.

Pam
 

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