Belle Rock talks out of both sides if their neck-bonuswise!

**bernynhel** · 4th July 2009, 10:08 AM

Not long ago, I entered a freeroll slot tourney at Jackpot City, a Belle Rock site. I finished the free five minutes a few hundred dollars out of the money so I opened live chat support to request a $2 comp. The reason being was that my NetSpend was empty as was my QT and EwalletXpress accounts and it was a Sunday night. I asked support to consider the nearly 5 figure deposits in April and 4 figure deposits in May before making the $2 decision. My $2 comp request was denied as I had not completed all of the 100% up to $100 weekend match which I am offered every week. I hadn't known that more than 1 claim was acceptable against said promo. I was corrected and assured that as many claims as it took to complete the offer up to the 100%, $100 match was not only allowed but encouraged.

The following pasted from a Belle Rock email dated 22 Jun 2009 12:41:18 +0100:

We will still give you 100% back on your deposits up to a max of
100 credits=3D2C but only until midnight tonight! Do remember that all
qualifying deposits must be made before claiming your bonus.

Don't ask me what 3D2C stands for - their words, not mine.

Now I know what it sounds like, however, I had already deposited $20 on June 20, claimed the 100% match and had played the $20 credit on my account derived from the above deposit and bonus claim. Plus live support specifically stated that I could make multiple claims against the same promo until the maximum $100 was reached and it wasn't until after said conversation with support that the email from which the above was excerpted was received. Naturally, at that time and under the circumstances, I told Belle Rock to take the rest of their promo and stick it where the sun don't shine.

Yesterday, I deposited $70 against the same, weekly promo and claimed and received the $70 match. Later I deposited $30, claimed again, as I had been instructed and received the following:

Thank you for claiming your bonus at Belle Rock Entertainment. Unfortunately, your claim was denied because of the following reason(s):
You were already awarded a promotion on the 03 July 2009.

Now, I do not bandy about terms like liars and fatmouths lightly. My Belle Rock Entertainments are, nonetheless, liars and fatmouths!

**vinylweatherman** · 7th July 2009, 04:22 AM

Originally Posted by bernynhel

Not long ago, I entered a freeroll slot tourney at Jackpot City, a Belle Rock site. I finished the free five minutes a few hundred dollars out of the money so I opened live chat support to request a $2 comp. The reason being was that my NetSpend was empty as was my QT and EwalletXpress accounts and it was a Sunday night. I asked support to consider the nearly 5 figure deposits in April and 4 figure deposits in May before making the $2 decision. My $2 comp request was denied as I had not completed all of the 100% up to $100 weekend match which I am offered every week. I hadn't known that more than 1 claim was acceptable against said promo. I was corrected and assured that as many claims as it took to complete the offer up to the 100%, $100 match was not only allowed but encouraged.

The following pasted from a Belle Rock email dated 22 Jun 2009 12:41:18 +0100:

We will still give you 100% back on your deposits up to a max of
100 credits=3D2C but only until midnight tonight! Do remember that all
qualifying deposits must be made before claiming your bonus.

Don't ask me what 3D2C stands for - their words, not mine.

Now I know what it sounds like, however, I had already deposited $20 on June 20, claimed the 100% match and had played the $20 credit on my account derived from the above deposit and bonus claim. Plus live support specifically stated that I could make multiple claims against the same promo until the maximum $100 was reached and it wasn't until after said conversation with support that the email from which the above was excerpted was received. Naturally, at that time and under the circumstances, I told Belle Rock to take the rest of their promo and stick it where the sun don't shine.

Yesterday, I deposited $70 against the same, weekly promo and claimed and received the $70 match. Later I deposited $30, claimed again, as I had been instructed and received the following:

Thank you for claiming your bonus at Belle Rock Entertainment. Unfortunately, your claim was denied because of the following reason(s):
You were already awarded a promotion on the 03 July 2009.

Now, I do not bandy about terms like liars and fatmouths lightly. My Belle Rock Entertainments are, nonetheless, liars and fatmouths!

NO,

INCOMPETENCE

This problem is now in it's FOURTH year - unbelievable!!!

Many times ofer the first two to three years this was a hot topic in the forums, with their rep constantly telling us things were being fixed.
Now there are rarely such complaints, but maybe this is because, like me, many players had decided things would never improve, and uninstalled the casinos.

This was a stellar level of incompetence from CS - how can they NOT know about these STANDARD bonus claiming rules, it is their JOB to assist players over this, among other things.

1) They got it VERY wrong by telling you that it was posible to claim the bonus in stages, yet it was ABSOLUTELY CLEAR that this was NOT the case, and that the promotion ended with the first claim.

2) They then compound the issue by denying the $2 comp on the ERRONEOUS grounds under point 1).

3) This was about a tournament, there is just no time to argue, things have to be sorted "NOW" due to the short shelf life of these tournaments.

4) In all of the discussions, they completely ignored what YOU told them initially,

The reason being was that my NetSpend was empty as was my QT and EwalletXpress accounts and it was a Sunday night.

Even if they believed that you could continue claiming for the bonus, you had ALREADY told them you had nothing left in your three deposit methods, so would have been unable to in any case.

You could have escalated this, but you might have been granted the $2, but only after the tournament had closed.

Unless these were Belle Rock exclusive tournaments, they should be available at other MGS casinos.

I fail to see how refusing a mere $2 to help a 5 figure depositing player complete a tournament because he has no funds available at the time to deposit is going to "break the bank", and nor is it cost effective in the long term to risk losing a player over $2.

This is the one thing players do not really know about, which casinos will give a player a very small "extra" to complete a tournament given that said player is a loyal and substantial depositor.

Maybe the incompetence over the bonus rules was irrelevant, there might be a policy of denying ALL requests for extra comps in any case.

**lots0** · 7th July 2009, 03:48 PM

I would suggest that you do escalate the issue to management.

This has been an issue in the past... But like VW pointed out, it was supposed to be taken care of.

I'll give you good odds that management will not be happy with their own CS over something like this.

**lauram** · 7th July 2009, 04:25 PM

Over the past 2 years I have claimed bellrocks weekend bonuses. Now I know at least the terms that apply to my bonuses are always the same. A match bonus of so much, that can be used only at one of their casinos. You can make a few deposits at the same casino over the weekend and claim it just before the time expires. If say for example I made 2 50 dollar deposits and claimed the match bonus. I would of gotten 50 bonus money within that hour. If later I made another deposit and tried to claim the bonus it will not allow me as i already claimed it earlier.
You can though go into live chat and ask them if there are any bonuses your account might be entitled to. I have done that a few times and they have always offered me something.

**bernynhel** · 13th July 2009, 06:12 AM