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[LadyBluezzz]

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[GamTrak]

The full story: (http://www.casinomeister.com/rogue/rochestercasino.html)

Rochestercasino
The Problem

Non-payment of a $4750 winning, that's the problem, and the reasons for the non-payment are curiously strange. Here's the story: a player deposited $500 and cashed out $4750. She was told via live chat that she had met the wagering requirements, but lo and behold they reversed the funds. The reason? The manager stated that this player played the wrong games, that black jack was disallowed and that this change to the terms and conditions were made before she had wagered. He claimed that they made numerous attempts via phone calls and emails to warn her of this. He then went on to explain that the reason they changed the terms and conditions was that they had received some abuse from a some player playing BJ - but not this player.

[carebare32]

That is so wrong!!! I would be so upset if that would to happen to me !!! I would be calling a lawyer if I were that lady!! People be warned about casino's like this! I would only play at the casino's from Gamtraks forum, You know the legit and pay!!! Karen

[LadyBluezzz]

Dear forum members,

First let me introduce myself,

My name is Brenda VIP Host for Rochester Casino.

I am very sorry to hear the comments that have been posted here in regards to our site. I am here to clear out any doubts or misconceptions about our Casino and also to gladly answer any questions the members of this forum may have.

Going back on our records, the claims made are dated back to 06-04-2005 (June) The incident that occurred to the customer mothergoosebump happened at the beginning of the year and the dispute was resolved by the player and management. Due to the Casino policies and to protect this player’s privacy all I can say is the dispute was resolved by returning the amount of the original deposit to the customer. I can understand that this customer may resent the outcome of his/her claim. However we have an email address set specifically to resolve disputes. It is disputes@rochestercasino.com. Our 24/7 customer service will gladly take any questions, complaints, claims, disputes, suggestions, etc. Anything our customers want to discuss we’ll be happy to do so.
Our response time either via phone, email or Live Chat today is record in the industry. I’m ready to put my money where my mouth is on this so here is a link to our Live Chat feature in case you want to test it out.

http://c2.chatsupportlive.com/request.php?l=RCLive&x=97&deptid=0&page=http%3A//www.rochestercasino.com/

Since the time of the incident reported on the link above, I can confidently say that not only our software has been upgraded, improved and optimized but also the look on our homepage has changed dramatically. New interesting features are being added as we speak such as a new player’s forum where players can get to know each other and the Casino staff in an effort to create more of a community than just another spot on the internet where to play games. Our bonuses are bigger and better and we are working full force on developing new VIP benefits and exciting contests to reinforce our commitment with our loyal players.

Also, our minimum withdrawal is $25 and our withdrawal stipulations are very few and basic:

“Withdrawing funds.
All initial deposits and winnings must remain in the account for one week before you can cash it out.
All Requests are processed within 12 hours. Customers must have some kind of activity in the account in the 2 weeks prior to the withdrawal request in order to apply for the redemption.
Depending on the method used to deposit money (whether one or several) the dispositions will be set for Cash outs. For Example: If depositing through Neteller, the customer will also be receiving his/her money through Neteller.
If the method requested is Western Union or Moneygram, Rochester Casino will cover the fees only if the withdrawal is over $1,000 (one thousand dollars)”

We have definitely improved. I can tell you that. I’d hate for the potential players who might be reading this forum to have such a bad concept of us without even giving us the benefit of the doubt or without even trying our Casino. Quoting Thomas Henry Huxley “Irrationally held truths may be more harmful than reasoned errors” We believe that it is unfair to be judged as a whole based on 1 individuals experience. Even the greatest companies, presidents, corporations, celebrities, etc have had to admit errors and apologize more than once during their careers. Just to cite an example: http://www.casinocitytimes.com/news/article.cfm?contentId=142156

We would like that opportunity from the public as well. We would like to offer an apology to anyone who has felt that the service at Rochester Casino has been less than expected. As compensation, for anyone who mentions The GAMTRAK FORUM via EMAIL we’ll be giving away a $25 free chip to test our games. That is how confident I am in our service and the fact that you will be more than pleased once you try our software, our dedicated customer service and our great bonuses. Just in case and before I get flamed for offering a bonus (lol), my intention is not to “buy” anyone or “silence” these postings. I just want to be able to back up our words with actions.

Last but not least, I want to thank this forum for the opportunity to respond to these claims and to everyone for taking the time to check out our Casino. Have a great day!

Best Regards,

Brenda
VIP Host
Rochester Casino.
Email Support: support@rochestercasino.com or visit our live chat.
Toll Free Number 1-877-841-2154.
www.rochestercasino.com

[GamTrak]

I am very sorry to hear the comments that have been posted here in regards to our site. I am here to clear out any doubts or misconceptions about our Casino and also to gladly answer any questions the members of this forum may have.
One reason I posted what I did was because I didn't have a clue who you were as you did not represent yourself as being part of the organization. Secondly, I've seen some disturbing posts regarding this casino. Being that I have no personal experience with your casino I like to error on the side of caution and provide a heads up when I feel that it's warranted.

[vixen777]

We have definitely improved. I can tell you that. I’d hate for the potential players who might be reading this forum to have such a bad concept of us without even giving us the benefit of the doubt or without even trying our Casino. Quoting Thomas Henry Huxley “Irrationally held truths may be more harmful than reasoned errors” We believe that it is unfair to be judged as a whole based on 1 individuals experience. Even the greatest companies, presidents, corporations, celebrities, etc have had to admit errors and apologize more than once during their careers.


That would be all fine and dandy but it is not just one person that was scammed by your casino! Secondly I would hate for the potential players who don't read the warnings about this casino make a deposit of their hard earned money into this rogue!

You have cheated more then one player, you also took cashout monies off an affiliate account knowing darn well you did not even play the players out the winnings, so not only did you cheat the players, you also cheated the affiliate.

Be warned this casino is bad bad news everyone, save your money! The casino software is jenky anyway, not even worth the money to play here.

[GamTrak]

Hi Vixen, thanks for taking the time to post your personal experience. :)