Rockbet Casino unfairly paid me 85 euro instead of 175 euro legitimate winning

RESOLVED
iftekhar007 Bangladesh
posted on January 18, 2016.

Dear Askgamblers,

Around 3 months ago I got a email from Rockbet Casino offering 15 euro no deposit bonus in order to see me back into casino. So, I felt happy for their warm invitation with a free chip of 15 euro which was 10X of bonus (150 euro) maximum winning was allowed for withdraw after certain wagering requirements finish. Well, I claimed their offer and some lucky spins gave me winnings up to 300+ euros and I continued playing until finished wagering. During playing some slots I had noticed that I had met play through requirements and I can withdraw my winning. I was a well verified and depositor player of them. So, I thought I could withdraw my winnings without deposit and I requested withdraw amount 200 euro though I know the maximum amount I could withdraw is 10X bonus means 150 euro. After some days passed I entered into casino cashier due to delaying their withdraw processing. Then I had found 100 euro remaining into casino account balance and noticed that 200 euro withdrawal request was reversed by them. Immediately, I had contacted with support and asked the reason why they reversed my withdrawal request and why my casino account balance 100 euro instead of 150 euro atleast according to their promo offer! But support agent was completely unable to explain and requested me to contact with casino manager name "Stuart". So, I had sent an email to Stuart asking details about my withdraw request. He replied me next day that they declined my withdrawal request for two reasons. Reason no.1 is maximum withdraw amount is 100 euro and another is I have to redeposit minimum amount 25 euro in order to verify my payment method though I am well verified player and deposited once before. Both reasons Stuart stated made me feel they are unfair and liar.management team of Rockbet Casino. After few days, I had deposited 25 euro into casino account and then I had requested withdraw 125 euro. Then they started runaround for the processing of my withdraw request. Live support became unresponsive If I tried to chat with them. So, the only one way to contact with them I had to sent atleast 10 emails to know the reason for delaying my withdraw processing. After many promises of Stuart I had received finally only 85 euro instead of 125 euro which clearly showed their dishonesty!! I again asked the reason why they sent me 85 euro instead of 125 euro (Actually 175 euro I believe they should processed) where Stuart promised me after redeposit of minimum amount, I could withdraw whole amount should be 125 euro. He replied that the maximum amount I could withdraw is 100 euro and my deposited amount is non refundable and the Neteller charged 15 euro for transaction. What a big liar and cheater Stuart is!! I never heard or found Neteller charged for withdraw processing! Then he cheated with me to stating that deposited amount is non refundable (which means If I deposited 500 euro in order to withdraw then they would processed 85 euro and kept the rest). After that I had felt they robbed 90 euro from me by several bogus excuses and only processed 85 euro. But in contrast actually they processed 60 euro only instead of 150 euro which was according to their terms when I claimed the 15 euro ndb bonus. So, dear Askgamblers please help me with correct judgements if you can will be highly appreciated. Thank you.

iftekhar007 Bangladesh
posted on January 23, 2016.

Here is the evidence when I was claimed the offer which maximum withdrawable amount was 150e. And 25 euro deposit was my 2nd deposit which was also withdrawable along with maximum winning amount. So, Rockbet Casino should process my remaining 90 euro asap.

posted on January 27, 2016.

Hey AG and Iftekhar,

Sorry for the late reply.
We will be happy to explain our side of the story and how it coincides with our terms and conditions.

As Iftekhar mentioned, he won his balance off of a $15.00 Free Chip.
We give out these free chips as a standard promotion for our players.
As mentioned in our Terms and Condition, (rockb­et.c­om­/en­/terms) free chips are subject to a withdrawal limit of 100 Euro.

4.8. Free bonuses (Comps, Free Chips) are playable bonuses awarded to player so they may play free of charge. Free bonuses have a different wagering requirement than other bonuses, and have a fixed withdrawal limit of no more than 100 Credits (100 $,€,£,AUD, or 1000 ZAR). Any remaining or extra balance is 'Non-Withdrawable' and is to be cleared from a player's balance. Each player is allowed to withdraw winnings from a free bonus only once during his/her gaming lifetime unless specifically approved by the casino manager.

Furthermore, our terms and conditions go on to mention that a player wishing to cashout from a free chip win, must have made at least one minimum deposit within the last 30 days in order to be able to withdraw his winnings (100 Euro max). It had been almost two and half years since Iftekhar last made a deposit into his Rockbet Casino (Previous deposit date - May 14th 2013).
We kindly explained to Iftekhar this matter and he went ahead and made the minimum deposit of 25 Euro via his Neteller account (December 3rd 2015).

4.9 ........"A players who has previously made a successful deposit and is now wishing to withdraw a free chip win, is required to have deposited within the last 30 days in order for the withdrawal to be approved and the deposit cannot be added to an existing pending withdrawal. If added to an existing withdrawal, the amount will be deducted from the total withdrawal amount."

Once the deposit was made, and verification documents approved by our Finance department, we sent the pending withdrawal to be approved for the final amount of 100 Euro.
However, every withdrawal that is processed by our Payment provider is subject to a transfer fee. In this case, there was a transfer fee of 15 Euro giving a final cashout amount of 85 Euros.
This fee is also mentioned in our terms and conditions that Iftekhar agreed to upon his registration.

5.4. All withdrawals (Wire, Netteller, Direct-to-Card etc) are subject to a 10-40 $,€,£ transfer fee. Fees are based on location and are determined by our payment processor and are the responsibility of the individual player to absorb.

Hope we were able to shed some light on this matter.
Please let us know if you would like any further information.

All the best,

Rockbet Casino

iftekhar007 Bangladesh
posted on January 28, 2016.

Hey Rockbet Casino,

Thank you for your so much late reply like your very much slow withdrawal system. However, Can I ask you, are you blind or ignored the evidence I had provided before? While claimed the 15 bonus the terms clearly showing wagering is 120X for only 15 credit bonus and the maximum a player can withdraw is 150 euro(10X bonus). Moreover your stole my 2nd deposit which is must be refundable where 1st deposit is non refundable according to your casino terms. What ever you mentioned are all lies also proven. Your casino website had been renovated recently and you update anything you like into website terms are not acceptable. Because, you changing your casino terms player based demand which are not acceptable too. However, for your eyes I have attached the evidence when I had claimed the promo I got offered.I advice you before see the evidence have a can of RedBull drinks which may help you to see the evidence clearly and make you fully understand my point. Moreover, Neteller never ever charge for processing the withdrawal. I remind all online casino players stay away from this liar,unresponsive support provided ROCKBET CASINO. Please think twice before making deposit into any casino and stay away from scammer and rogue casinos.

Regards....

posted on January 31, 2016.

Iftekhar,

Thanks for your reply.

We have dealt with the issue you stated by always clearly mentioning free chips have a maximum withdrawal of 100 in our chats, emails and terms and conditions.

On chat with you, our support rep Seth said that the max cashout on a free chip is 100 and you said "Ok, I understand". We make sure to inform our players of the limit whenever possible.

Additionally, we have a section in our terms and conditions that deals with any discrepancy, typos, clerical mistakes or human error between any terms and conditions we offer.

The main terms and conditions posted on our website dealing with free chips are those that dictate the final amount that can be cashed out from a free chip win.

However, in an effort to resolve this matter amicably, we will make an exception to your case and have compensate your Neteller account with an additional 50 Euros. Feel free to resolve this post once you confirm receiving the money.

Thank you,

Rockbet Casino

iftekhar007 Bangladesh
posted on February 2, 2016.

Update:

I have received today 50 e instead of 90 euro. I can't understand why you always ignore your casino terms when I had claimed the offer to play? Even don't care what you stated "Additionally, we have a section in our terms and conditions that deals with any discrepancy, typos, clerical mistakes or human error between any terms and conditions we offer. " As per agreement when I claimed the 15 e ndb bonus you guys should paid me full if you are running casino for goodwill. So, unless receive my remaining 40 euro payable into my neteller account this complaint should be unresolved. Hope you will understand the matter of my point.

Regards,

Iftekhar Khan

posted on February 4, 2016.

Iftekhar,

We will now request a payment of 40 Euro to be sent to your Neteller account.

Rockbet Casino

AskGamblers
posted on February 6, 2016.

Dear @iftekhar007,

Are you satisfied with the casino's response, can we close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.

iftekhar007 Bangladesh
posted on February 6, 2016.

As the casino Representative stated that he had sent a request of my remaining 40 Euro to be send to their finance team but as of today I didn't receive the remaining amount 40! So,I don't consider resolved until receive 40 Euro into my Neteller account. Thank you very much..

iftekhar007 Bangladesh
posted on February 8, 2016.

Full payment received! Complaint resolved successfully. Thank you very much.

AskGamblers
posted on February 8, 2016.

Based on player's last comment, we consider this case as resolved and it is now officially closed.