WARNING Rockbet : winnings disappear, CS AWOL

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
As mentioned in the recent webcast (1 October Webcast - must see!) this is a pretty simple case:
  • player deposits 50, takes no bonus, contacts Customer Service and is assured no previous bonus issues apply
  • player [strike]gets a bonus and[/strike] wins a bit, balance is about 150
  • player requests a withdrawal ... approved
  • player receives the payment, but it's 50, not the 150 he'd requested
  • player goes back and checks his balance: 0
  • player tries to contact Customer Service several times, no response
  • player sends in a Pitch-A-Bitch, we try to contact them and get the same: nada!

Warning: Rockbet is messing with approved withdrawals and not responding to CS requests. Players considering Rockbet are advised to Proceed With Caution.
 
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maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Rockbet has since paid the player, claiming a [strike]software[/strike] "system error"***.

RockbetJohn, their rep and affiliate manager, has posted on the forums regarding this issue: "John here from Rockbet".

*** seeking documentation on this.

LATER: Turns out that the claim was that a "super sticky" pre-existing bonus issue had caused the problem. As I understand it the player had specifically checked with CS prior to the deposit and had been assured that no such pre-existing condition applied to the player at that time. Why this situation would have changed when the player took no bonus thereafter is unclear.
 
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