Rockbet Casino not paying out winnings

RESOLVED
posted on July 3, 2015.

Had a free deposit bonus back in February. I managed to win around £100 with it after completing all the wagering requirements.

Tried to make a withdrawal, first they said I had to make a deposit in with my own money for £25. I did this.

Withdrawals kept on getting declined and returned to my account. On asking why they said I had to send verification documents (I didn't get an email telling me or asking for this).

I have submitted the documents they asked for and got a auto-reply of receipt. I have then requested a withdrawal that has been pending and not received.

posted on July 6, 2015.

Hi there,

The finance department was awaiting certain documentation. However, since you used skrill to deposit, we will waver these documents and your withdrawal should be sent out today (also via skrill).

Kind Regards,

Casino Support

posted on July 6, 2015.

Thank you, I got a payment by Skrill. But only for £100 exactly. My account balance was £125.02.

I read the maximum cashout from the bonus was £100. My £25 deposit should be separate from any winnings, that's my own money and nothing to do with the bonus or the winnings. I only deposited as one of the 'hurdles' imposed for me to get my winnings, and that was the minimum amount.

Therefore, I do believe I am short £25.

posted on July 7, 2015.

Hi there,

The deposit of 25 was required as part of terms and conditions to withdraw from a free bonus.

Please see term:
4.9. A player who has never made a deposit and wishes to withdraw a free chip win, is required to first make one successful minimum deposit of 25.00 ($,€,£,AUD, or 250 ZAR). This first deposit amount is not allowed to be withdrawn or added to an existing pending withdrawal.

The 25 is then not withdrawable and the payment was made in full.

Kind Regards,

Casino Support

posted on July 7, 2015.

Just because something is written in the T+C's does not make it constitutional. There is little grounds to cancel a customers deposit in real cash. Effectively that means that anyone winning £25 off a no deposit bonus would not make any money at all, because their real money deposit would be cancelled.

There should have been a warning on withdrawal to warn players about this. Should I have known this I would have withdrawn £100 and played on with the £25.

As such I feel this practice is not in compliance with the IGC code of conduct with regard to honesty and integrity - something that the Curacao licence is signed up to. Again, just because something is written in the T+Cs does not automatically mean it is a fair and honest practice.

I ask the site to keep this open because there is a rather alarming loophole here that does not benefit the customer at all: if you take a no deposit bonus with Rockbet and win less than £25 after the wager requirements, if you try and withdraw it - winnings you have won fair and square - you will actually LOSE money.

posted on July 7, 2015.

Hi there,

The terms are very clear and they MUST be read before you begin playing with real money. The fact that you did not read these terms but proceeded anyway does not entail you to disregard them. All players must abide by them. Please make sure to read all terms before playing.

AskGamblers
posted on July 7, 2015.

Based on the casino Terms and conditions rule 4.9 player and bonus terms, player get maximum withdrawal when he/she use a no deposit bonus. We consider this complaint resolved and closed.