Bet RockIt - Voided Balance
Ruling
Resolved - Jetbull, who bought over Bet RockIt just after this incident occurred, have agreed to pay the player despite the fact that they did not benefit from the initial confiscation of funds. Jetbull feel that while the player did technically breach the terms and conditions of the promotion they accepted, the situation was handled very poorly by the previous Bet RockIt team and want to ensure that players know they will get fair treatment under the new management. Way to go Jetbull!
Player's Complaint
Hello,
I was a new customer to Bet RockIt. I took a bonus, I read the terms before I did go to play. I saw obvious there was max bet rule 7.5. I go play some game and by accident I misclicked some bets after a few spins I saw that I stopped the game and entered the chat . This was the transcript;
info: Please wait for a site operator to respond.
info: You are now chatting with '[EDIT]'
[CASINO]: Hello, my name is [EDIT]. How may I help you today?
[tm232]: [tm232] her
[tm232]: here
[tm232]: I clicked by accident on max bet
[tm232]: so I violated a term
[tm232]: betting more than 7.5
[CASINO]: May I have your username, please?
[tm232]: [EDIT]
[CASINO]: Thank you. Please hold one moment.
[tm232]: maybe you can reset the bonus for me
[CASINO]: Thank you for holding. I just checked the information in your account and everything stays good. In this case, that bet would not be counted as part of the requirements of the bonus
[tm232]: ok are you sure of that?
[CASINO]: Yes. I'll do a deeper research and if something happens, I would let you know.
[CASINO]: For the time being, just be focus when you place your bet.
info: Your chat transcript will be sent to [EDIT] at the end of your chat.
After this chat I thought it was fine I changed my betsize and won a big amount over 4k the bonus was capped on the max win so I lost 1.3k instantly . that was fine then I withdrew 1800 euro and after 24 hour I got the email that my money was rolled back. I entered the chat and said my money was voided till 0 I explained the situation I had to send and email to management I did that. This was the email
Dear Management
Her is a very disappointed customer speaking , I just heard I will not be payed the 1800 euro I cashed out by violating the maximum bet rule , I understand that you have these rules and not want to violate any of these rules .
Only what happend is I wasn't paying any attetion misclicked my settings an violated the maxbet rule. I noticed this after a few spins. I knew what I did was wrong it was an accident, I immidately stopped the play and contacted the support directly I said I violated the max bet term of 7.5 in the casino. A dear support member of your staff said he would look into my account . I suggested if he could reset the bonus for me because I violated the terms wich I want to follow. [EDIT] from the support told me I quote " In this case, that bet would not be counted as part of the requirements of the bonus" I asked him if he was sure of this. He said "
For the time being, just be focus when you place your bet." . After he said that I thought everything was ok this sounds to me like a confirmation that it didn't matter I violated the terms(as I didn't win) .Also bear in mind that I only LOST placing these bets that is in my disadvantage. I keep playing within the rules and got a major streak. In my gameplay I lost 1000 euro of my gameplay money because the maxium bet is capped on 3000 this was awkward .
Well I must say I really liked this casino I cashed out a small amount so I could continue playing at your casino. Only after this news I am shocked and feel deeply disappointed because I was from knowledge I could continue playing if the support not gave me his confirmation I never continued my gameplay I know I was wrong that is why I approached a a staff member. I hope that you stick to the facts and reconsider your action against me . I not won any money with the misclicked bets and I got confirmation from the staff. I hope I hear from you soon.
Regards
[EDIT]
p.s I send the transcript of to this email just in case I would be confronted with this decision.
info: Please wait for a site operator to respond.
info: You are now chatting with '[EDIT]'
[CASINO]: Hello, my name is [EDIT]. How may I help you today?
[tm232]: [tm232] her
[tm232]: here
[tm232]: I clicked by accident on max bet
[tm232]: so I violated a term
[tm232]: betting more than 7.5
[CASINO]: May I have your username, please?
[tm232]: [EDIT]
[CASINO]: Thank you. Please hold one moment.
[tm232]: maybe you can reset the bonus for me
[CASINO]: Thank you for holding. I just checked the information in your account and everything stays good. In this case, that bet would not be counted as part of the requirements of the bonus
[tm232]: ok are you sure of that?
[CASINO]: Yes. I'll do a deeper research and if something happens, I would let you know.
[CASINO]: For the time being, just be focus when you place your bet.
info: Your chat transcript will be sent to [EDIT] at the end of your chat.
I hope you can discuss this with the casino I haven't heard back from them. And my balance is zero.
Regards
TM
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Hi there tm232 - thanks for getting in contact.
I'll get in contact with Bet RockIt asap, but as it's the weekend it's likely that I won't hear anything back from them until early next week.
Could you clarify one issue for me - after you spoke to support, did you reduce your bet back to an allowed size or did you continue to wager at the accidental larger size?
Thanks
ThePOGG