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

Read the casino review

10 Responses

ThePOGG

October 20, 2013

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

tm232

October 21, 2013

Sorry didn't saw your reply not got a mail.

Yes I reduced the betsize to 5 or 6 and continue my play.

Tm232

ThePOGG

October 23, 2013

Hi tm232,

Apologies for the delay with this - I'll explain what I believe to be the problem.

Currently when I go to the Bet RockIt website, the site is showing a temporary 'Under Maintenance' page. Basically Bet RockIt are offline while they are making some changes to the site.

It's highly unlikely that this is planned downtime - very few online casinos will take their site down unless it's unavoidable as it means that they cannot generate profits in the interim. As such this is probably indicative of a substantial technical issue, which will have their team very busy trying to resolve.

I'm going to keep trying to contact Bet RockIt and will try some contacts elsewhere to get through to their management team, but I suspect I won't be able to get hold of anyone until the site is back online.

Thanks for your patience.

ThePOGG

ThePOGG

October 30, 2013

Hi tm232,

Unfortunately the Bet RockIt website is still offline - this is obviously very concerning by this point and indicative that something more serious is at play here.

Currently I have tried contacting the email address provided on the Bet RockIt holding page, a contact at another OddsMatrix casino to see if they had any way of reaching Bet RockIT and the EveryMatrix group all without success (the contact was very helpful but doesn't know anyone at Bet RockIt), so I'm running low on things to try. All I can suggest at this point is waiting for the Bet RockIt site to come back online.

I'll keep trying - let me know if anything changes.

ThePOGG

ThePOGG

November 8, 2013

I'm going to hold this complaint open until - at the very latest - New Year. If their site has not come back online by that point I think it'd be fair to assume that they are closed and any chance of reclaiming your funds will have disappeared.

ThePOGG

ThePOGG

November 14, 2013

The Bet RockIt site is still offline.

ThePOGG

ThePOGG

December 5, 2013

Hi tm232,

I have some news. I've been checking the Bet RockIt site regularly for any update and it appears that they have been bought over by JetBull.

I'll be contacting JetBull about this issue shortly.

ThePOGG

ThePOGG

December 11, 2013

Hi tm23, I've just had word back from JetBull's team regarding your complaint. JetBull have taken over Bet RockIt and while they can't reopen every player dispute for the previous ownership's time, they do see this as both a recent issue and one that was poorly handled. They have agreed that your funds should not have been removed in the first instance and despite not having been the benefactors of the previous confiscation are willing to set the situation to rights by returning your balance themselves. The funds will be added to your account as cash no later than tomorrow. As far as I'm concerned, it's a real rarity in the online gaming industry to find a group that take treating players fairly so seriously and I'd strongly recommend continuing your membership with JetBull - you won't find many other casinos that are prepared to be this fair!! ThePOGG

tm232

December 12, 2013

So great to hear this, and that there is someone who take care of this issue's and indeed a great action from the casino I will be trying a few gambles here the casino wrote me an email today. They will refund my account , I will try to login tomorrow as I am not at my house at the moment. I will give an update tomorrow...

tm232

December 13, 2013

Cashed out, a small amount taking the rest to play at the casino. Thanks again. for helping me you can closed this complaint!

Regards

Tm