Rolla 'quietly' ditches cashback

Nicola

Closed Account
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Jan 22, 2013
Location
Malta
This is the kind of thing that really annoys me when a casino ditches an on-going promotion and doesn't let the player or the affiliate know.

At 10:01GMT on 15th February 2019, Rolla removed the 10% weekly cashback (up to £1000) deal to all players but due to a technical issue it remained on the front page of their site until recent days. Also, they never told existing customers that the promo had been removed.

Having deposited £2k there in recent weeks (damn Blueprint Megaways slots), some cashback would have been welcome on a Friday night!

"Oh Im very sorry about that, however our technical team is aware of the issue." is the reply you get when you ask why they are still advertising the promo :p
 

colinsunderland

Experienced Member
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MM
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Jan 28, 2016
Location
uk
This is the kind of thing that really annoys me when a casino ditches an on-going promotion and doesn't let the player or the affiliate know.

At 10:01GMT on 15th February 2019, Rolla removed the 10% weekly cashback (up to £1000) deal to all players but due to a technical issue it remained on the front page of their site until recent days. Also, they never told existing customers that the promo had been removed.

Having deposited £2k there in recent weeks (damn Blueprint Megaways slots), some cashback would have been welcome on a Friday night!

"Oh Im very sorry about that, however our technical team is aware of the issue." is the reply you get when you ask why they are still advertising the promo :p

That needs a complaint making to the ASA and UKGC. If they are advertising a bonus then don't honor it then clearly they are in breach of the CAP code. Hardly surprising for a MTS site though
 

zreb

Experienced Member
PABaccred
Joined
Sep 21, 2013
Location
currently in US
That's pretty bad on behalf of the casino's part. Unless they're giving you 10% cashback on top of other promotions and bonuses, that's a really modest perk to begin with - a wise casino would just make a one time exception to keep some players who are likely pretty valuable customers.

As annoying as it is not to get the $200 you should be entitled to (maybe you can still fight for it if it's worth the hassle? That's some misleading... well outright false advertising), perhaps that's a relatively small fee for the knowledge that you should be moving your play somewhere else.
 

Nicola

Closed Account
Joined
Jan 22, 2013
Location
Malta
Did e-mail on Friday, still no response from either the casino or affiliate manager.

Quick Google search suggests 25,000 sites advertising the old promotion, some three weeks later. ASA would have a field day!

rolla.jpg
 

Supababe

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I signed up via CM and played my first deposit here too recently. Lost (as expected) so popped back on the Friday of that week to play with the few pounds cashback i thought i might have earned but alas! Nothing.
As i was part way through verification i thought nothing of it assuming that would be the reason.

Having read Nicola's post above I've just revisited and look at the promo on the landing page:


Picture11.png

Currently greyzone @LadyJelena
 

PaaskeDenmark

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yes on their front page when i just visited for first time. This is very very bad.

But that states its 10% as bonus with 10x wager req.

This sounds to much about a different casino many years ago who almost scammed me and went down the holy grail "Wintingo" who also offered cashback in big style.

rolla.JPG
 

Supababe

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i had a message in my inbox from 10th saying it is starting this week, paid out each Sunday. @Nicola it might be worth you double checking if you've played yesterday/today.
 

RollaCasinoRep

Dormant account
Joined
Dec 28, 2017
Location
Malta
This is the kind of thing that really annoys me when a casino ditches an on-going promotion and doesn't let the player or the affiliate know.

At 10:01GMT on 15th February 2019, Rolla removed the 10% weekly cashback (up to £1000) deal to all players but due to a technical issue it remained on the front page of their site until recent days. Also, they never told existing customers that the promo had been removed.

Having deposited £2k there in recent weeks (damn Blueprint Megaways slots), some cashback would have been welcome on a Friday night!

"Oh Im very sorry about that, however our technical team is aware of the issue." is the reply you get when you ask why they are still advertising the promo :p

Hi Nicola.

We are sorry to hear about your dissatisfaction here.

Kindly note, that the 10% money back offer did indeed end on the 15th February, and the promotional landing page clearly stated this within the main body of the copy, so that players had full visibility of when it was ending.

Likewise, all players who played during the previous week, leading up to the end of the promotion were still eligible to receive a final payment. If you feel that this was not the case for yourself, please send us a DM with your username, and we will happily review your account for you. Although, the payments are automated, so it should have just hit the ‘Rewards’ section of your account if you qualified.

We are also sorry to hear that you of your annoyance of the promotion coming to an end, but we hope that you can also appreciate that we can’t always keep promotions live forever, and over time they may be replaced with new offers and promotions to keep things fresh. For example, we do have a new money back promotion that started on Sunday, but again we can not promise that this promotion will run forever. It may be replaced at some point in the future, but again if that happens, we will do our best to give all players ample notice beforehand.

We appreciate all feedback that you guys can give us to help us improve our current service and product, since we are still a fairly new casino, so please continue to give us your insight and thoughts.

We hope this helps and we look forward to hearing from you.

Thanks in advance,
Rolla Casino Team
 

RollaCasinoRep

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Joined
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Location
Malta
I signed up via CM and played my first deposit here too recently. Lost (as expected) so popped back on the Friday of that week to play with the few pounds cashback i thought i might have earned but alas! Nothing.
As i was part way through verification i thought nothing of it assuming that would be the reason.

Having read Nicola's post above I've just revisited and look at the promo on the landing page:


View attachment 105931

Currently greyzone @LadyJelena

Hi Supababe,

Please could you also send me a DM with your username, and we will happily check this for you as well.

Thanks,
Rolla Casino Team
 

Nate

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webmeister
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Feb 14, 2007
Location
Cyberspace
Hi Nicola.

We are sorry to hear about your dissatisfaction here.

Kindly note, that the 10% money back offer did indeed end on the 15th February, and the promotional landing page clearly stated this within the main body of the copy, so that players had full visibility of when it was ending.

Likewise, all players who played during the previous week, leading up to the end of the promotion were still eligible to receive a final payment. If you feel that this was not the case for yourself, please send us a DM with your username, and we will happily review your account for you. Although, the payments are automated, so it should have just hit the ‘Rewards’ section of your account if you qualified.

We are also sorry to hear that you of your annoyance of the promotion coming to an end, but we hope that you can also appreciate that we can’t always keep promotions live forever, and over time they may be replaced with new offers and promotions to keep things fresh. For example, we do have a new money back promotion that started on Sunday, but again we can not promise that this promotion will run forever. It may be replaced at some point in the future, but again if that happens, we will do our best to give all players ample notice beforehand.

We appreciate all feedback that you guys can give us to help us improve our current service and product, since we are still a fairly new casino, so please continue to give us your insight and thoughts.

We hope this helps and we look forward to hearing from you.

Thanks in advance,
Rolla Casino Team

Hi

Please advise us why you are still advertising this on the landing pages if it has expired? Is this an active promotion or not?

Nate
 

SpinUk

Meister Member
PABnonaccred
MM
Joined
Oct 10, 2012
Location
London
Hi Nicola.

We are sorry to hear about your dissatisfaction here.

Kindly note, that the 10% money back offer did indeed end on the 15th February, and the promotional landing page clearly stated this within the main body of the copy, so that players had full visibility of when it was ending.

Likewise, all players who played during the previous week, leading up to the end of the promotion were still eligible to receive a final payment. If you feel that this was not the case for yourself, please send us a DM with your username, and we will happily review your account for you. Although, the payments are automated, so it should have just hit the ‘Rewards’ section of your account if you qualified.

We are also sorry to hear that you of your annoyance of the promotion coming to an end, but we hope that you can also appreciate that we can’t always keep promotions live forever, and over time they may be replaced with new offers and promotions to keep things fresh. For example, we do have a new money back promotion that started on Sunday, but again we can not promise that this promotion will run forever. It may be replaced at some point in the future, but again if that happens, we will do our best to give all players ample notice beforehand.

We appreciate all feedback that you guys can give us to help us improve our current service and product, since we are still a fairly new casino, so please continue to give us your insight and thoughts.

We hope this helps and we look forward to hearing from you.

Thanks in advance,
Rolla Casino Team

#missesthepointentirely
 

RollaCasinoRep

Dormant account
Joined
Dec 28, 2017
Location
Malta
Hi

Please advise us why you are still advertising this on the landing pages if it has expired? Is this an active promotion or not?

Nate

Hi Nate,

Apologies for any confusion here, and please let me clarify in a bit more detail.

We had a weekly 10% money back offer up to £1,000, available for play between Friday and Friday, with no wagering requirements on the payments, that was available up until 15th February. Then on 10th March we went out with a new weekly Sunday Special 10% money back as bonuses offer, that went live this Sunday, this offer is up to £500, but with x10 wagering applied to the bonus payments, this is the offer that you currently see advertised on-site at the moment.

I hope that this clarifies the situation, and if you have any further questions or need any further assistance, please do let us know.

Thanks,
Rolla Casino Team
 

Nate

Paleo Meister (means really, really old)
webmeister
CAG
Joined
Feb 14, 2007
Location
Cyberspace
Thanks for the clarity - Did you inform your affiliates of the changes?

Nate
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Hi Nate,

Apologies for any confusion here, and please let me clarify in a bit more detail.

We had a weekly 10% money back offer up to £1,000, available for play between Friday and Friday, with no wagering requirements on the payments, that was available up until 15th February. Then on 10th March we went out with a new weekly Sunday Special 10% money back as bonuses offer, that went live this Sunday, this offer is up to £500, but with x10 wagering applied to the bonus payments, this is the offer that you currently see advertised on-site at the moment.

I hope that this clarifies the situation, and if you have any further questions or need any further assistance, please do let us know.

Thanks,
Rolla Casino Team

Why are your affiliates still advertising an offer that ended a month ago, and I just googled and found 3 out of 3 I checked still advertising it with no wagering?
 

RollaCasinoRep

Dormant account
Joined
Dec 28, 2017
Location
Malta
Thanks for the clarity - Did you inform your affiliates of the changes?

Nate

Hi Nate,

Thanks. Yes, I believe that our affiliate team informed affiliates individually at the time through various channels. Likewise, they are still currently in the process of pro-actively contacting and reaching out to any affiliates who have not yet updated their content to reflect the new required changes. Any content that is not updated correctly in a certain time frame by affiliates may result in their accounts being terminated with us as we need to ensure that affiliates are promoting us in a compliant way.

I hope that this is satisfactory, and should you have any further questions, please don’t hesitate to ask.

Thanks,
Rolla Casino Team
 

Nate

Paleo Meister (means really, really old)
webmeister
CAG
Joined
Feb 14, 2007
Location
Cyberspace
Hi Nate,

Thanks. Yes, I believe that our affiliate team informed affiliates individually at the time through various channels. Likewise, they are still currently in the process of pro-actively contacting and reaching out to any affiliates who have not yet updated their content to reflect the new required changes. Any content that is not updated correctly in a certain time frame by affiliates may result in their accounts being terminated with us as we need to ensure that affiliates are promoting us in a compliant way.

I hope that this is satisfactory, and should you have any further questions, please don’t hesitate to ask.

Thanks,
Rolla Casino Team

I am an affiliate but did not receive any correspondence about the changes - I have however emailed Allan about it and await his response.

Nate
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Hi Nate,

Apologies for any confusion here, and please let me clarify in a bit more detail.

We had a weekly 10% money back offer up to £1,000, available for play between Friday and Friday, with no wagering requirements on the payments, that was available up until 15th February. Then on 10th March we went out with a new weekly Sunday Special 10% money back as bonuses offer, that went live this Sunday, this offer is up to £500, but with x10 wagering applied to the bonus payments, this is the offer that you currently see advertised on-site at the moment.

I hope that this clarifies the situation, and if you have any further questions or need any further assistance, please do let us know.

Thanks,
Rolla Casino Team

ok, so I just asked live chat about the 100% welcome bonus most affiliate sites are advertising, yet there is no mention of on the landing page, and got this response

Lari
Unfortunately, for UK players, we don't have an actual welcome bonus. We do have a 10 % cashback on your net deposits (losses) paid out every Friday

colin
is the cashback actual cash or a bonus please? If its a bonus is there wagering attached?

Lari
It's cash, there's no wagering. You can even withdraw it if you want to :)



So all your affiliates are advertising the wrong cashback (probably as you haven't actually told any of them) and your livechat are telling potential customers completely wrong information that was changed a MONTH ago? Seriously?

Every single affiliate on the first page of google searching for 'rolla casino' is either not geo targetting and showing a 100% sign up bonus and/or showing 10% cashback paid on Friday with no wagering.

Sorry but your affiliate managers aren't doing their jobs very well if, in a month, they can't google 'rolla casino' and find affiliates breaching the CAP code.
 

RollaCasinoRep

Dormant account
Joined
Dec 28, 2017
Location
Malta
ok, so I just asked live chat about the 100% welcome bonus most affiliate sites are advertising, yet there is no mention of on the landing page, and got this response

Lari
Unfortunately, for UK players, we don't have an actual welcome bonus. We do have a 10 % cashback on your net deposits (losses) paid out every Friday

colin
is the cashback actual cash or a bonus please? If its a bonus is there wagering attached?

Lari
It's cash, there's no wagering. You can even withdraw it if you want to :)



So all your affiliates are advertising the wrong cashback (probably as you haven't actually told any of them) and your livechat are telling potential customers completely wrong information that was changed a MONTH ago? Seriously?

Every single affiliate on the first page of google searching for 'rolla casino' is either not geo targetting and showing a 100% sign up bonus and/or showing 10% cashback paid on Friday with no wagering.

Sorry but your affiliate managers aren't doing their jobs very well if, in a month, they can't google 'rolla casino' and find affiliates breaching the CAP code.

Hi Colin,

Please accept our sincere apologies for any miscommunication with the money back as a bonus promotion via live chat. Please rest assured that we will speak to a CS team leader to ensure that the live chat agent in question is fully up to speed with which promotions are live and which have actually expired.

We appreciate the feedback. Since going live in the UK, we have never actually had a welcome bonus, and have never promoted one to affiliates. We do have a 100% up to €100 bonus for some markets outside of the UK, which is presented on the /en version of our site but not on the /gb version. That being said, we will be completing further reviews here, based on your feedback, to ensure that all affiliates are applying the correct geo tagging across the board. Kindly note, our affiliate team are also still pro-actively reaching out to affiliates who are yet to update their content, and we will also be sending out further comms in the upcoming days to further reiterate the importance of this.

Thanks,
Rolla Casino Team
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Hi Colin,

Please accept our sincere apologies for any miscommunication with the money back as a bonus promotion via live chat. Please rest assured that we will speak to a CS team leader to ensure that the live chat agent in question is fully up to speed with which promotions are live and which have actually expired.

We appreciate the feedback. Since going live in the UK, we have never actually had a welcome bonus, and have never promoted one to affiliates. We do have a 100% up to €100 bonus for some markets outside of the UK, which is presented on the /en version of our site but not on the /gb version. That being said, we will be completing further reviews here, based on your feedback, to ensure that all affiliates are applying the correct geo tagging across the board. Kindly note, our affiliate team are also still pro-actively reaching out to affiliates who are yet to update their content, and we will also be sending out further comms in the upcoming days to further reiterate the importance of this.

Thanks,
Rolla Casino Team
To give an idea, first 4 results from google

2019-03-13 (1).png 2019-03-13 (2).png 2019-03-13 (3).png 2019-03-13 (4).png

Sorry but I'm having a hard time believing you have informed affiliates, and more to the point, haven't suspended them a month after the bonus offer ended. You are going to end up with some pretty large fines if you let it continue. Add to that your live chat giving the same information out, I really don't think anyone was informed of it ended, a couple of affiliates have posted on here saying they didn't know, and from google results. I would say none of them do either.
Your money at the end of the day, but with fines around the £1000000 mark for this type of thing, I personally think it should be sorted sooner than later :)
 
Last edited:

Nicola

Closed Account
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Jan 22, 2013
Location
Malta
All affiliates received an email this morning telling them to amend promotions. A month late however.
 

Supababe

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Lancashire, UK
But as a non affiliate person, all credit foe the swift action by the rep in answering us here and also for making sure the issue was addressed.
 
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