bellerock being akward over ID - locked accs and no payouts.

[Let_It_Ride]

[quote=soflat]Definitely a group to avoided.

It is shameful that they won't tell the players what the discrepancies are but they will share it with others. They shouldn't be passing around copies of people's social security cards and drivers licenses.
[quote]

it is strange that they won't tell the ppl concerned what the problem is but are happy to share that info with a 3rd party. IMO why are they doing this, it's because if they tell you what's wrong you'll be able to correct them within minutes and they'll no longer have BS excuses to delay your payments, because that's what the game is with these guys, to delay your payments!

anyways in my case it was nothing to do with documents, the problem was as I said they tried every BS excuse in the book to deny me my payout, which in the end was only 100 euro win , like what about £70 odd pounds!

but finally the money is in my NETeller and my account with these guys has been closed.

[Vesuvio]

Thanks for the advice on notarised copies of documents, if it comes to that.

Originally Posted by vinylweatherman

BelleRock had damn well better be in the right about this, and the "discrepancies" had better not be due to their staff not knowing what UK Docs look like!

I'm 100% sure this is nothing at all to do with the actual documents. No doubt their CS manual for delaying/avoiding payments tells them not to state what the problem is and just send out a form e-mail saying there are "discrepancies" with documents as an excuse for adding the extra hurdle of notarising ID. This takes the player time and money and after the delay they can still simply refuse to pay on the basis of "discrepancies" with the account. Whether they actually bother to say what they are at any point's another matter.

Originally Posted by vinylweatherman

It might be of interest for these players to say which documents they have sent, and when they were issued, and whether new issuances of these documents are now in a different format.

As well as a bank statement I've also sent them the photo page of my passport (issued in the last few years) and the front of my photo driving licence which also shows the address. Again, I'm sure the documents are a red herring here.

[bellerock]

Hi All,

Just to be clear, we do not show copies of personal documents to anybody outside of our company. If the player lodges a dispute with eCOGRA or the Casinomeister to pursue this on their behalf they are giving them permission to look at the facts on the table in order to make an informed decision, and this may include documents that are on hand. Without the players permission however the documents remain confidential.

Best regards,

Belle Rock

[marcholmes]

Originally Posted by bellerock

Hi All,

Just to be clear, we do not show copies of personal documents to anybody outside of our company. If the player lodges a dispute with eCOGRA or the Casinomeister to pursue this on their behalf they are giving them permission to look at the facts on the table in order to make an informed decision, and this may include documents that are on hand. Without the players permission however the documents remain confidential.

Best regards,

Belle Rock

I still think it's shocking you won't tell me what the discrepency is supposed to be! It's like being charged of crime and sentanced without being able to offer a defence, it's shocking behaviour from a so called respectable casino in my opinion.

[Vesuvio]

Originally Posted by bellerock

If the player lodges a dispute with eCOGRA or the Casinomeister to pursue this on their behalf...

I'd be curious what eCOGRA or Bryan have to say about the fact that Bellerock are forcing people to contact them not to resolve a dispute but simply to find out what the dispute is supposed to be.

[Pinababy69]

Originally Posted by marcholmes

I still think it's shocking you won't tell me what the discrepency is supposed to be! It's like being charged of crime and sentanced without being able to offer a defence, it's shocking behaviour from a so called respectable casino in my opinion.

I agree, what is the big secret? Unless, as Vesuvio and Let It Ride mentioned, it is simply to use any excuse in the book to not pay in a timely fashion. If anyone is entitled to be given full details, isn't it the player themselves?

[soflat]

Is anybody who is affected by this going to ask the Meister to get involved?

I'd really like to find out what they claim is a discrepency. And obviously BelleRock doesn't want us to know.

[Let_It_Ride]

I'd also be interested to know from those waiting for payment, is it winnings and how much or just your original deposits back. Also did you take a bonus and fulfil the WR.

Just trying to get a clear picture.

[vinylweatherman]

Why has this only appeared to have affected 4 players from the UK?

How can ANY UK player know they will not suffer this fate unless they know what is going on here?

One of the players has now been paid, so can we presume they sent in the Notarised documents.

As far as I am concerned, you have accused these players of Fraud, but have done so in a very vague manner. I see no reason why a £70 win required Notarised documents under the T & C for "large" wins.

BelleRock have had a reputation for Incompetent CS, however I am getting an impression that the advice to PM the rep and get help is no longer working here.

A Notarised copy of a document that is simply faxed or uploaded or E-mailed makes no sense at all - it can be just as fake or real as an ordinary copy!

If the documents all carry personal details that are identical, then there is no "inconsistency with the documents", there is another issue.
It looks like the minds of BelleRock have been made up, these players are frauds, but they are now fishing for evidence to back this up, hence all the hoops and hurdles.

If BelleRock has no case, I hope Bryan charges them $500 for wasting his time, as he would the players who make a fraudulent complaint, and make him look a fool/waste his time.

[furby]

First of all this is not a UK player problem, I am resident in Germany, and played at Gaming Club in Euros. I deposited 50 Euros and received a 200 signup bonus. I made a withdrawal of 498,50 on 27th May. On 29th May they sent me the following:

Thank you for choosing to play with Belle Rock Entertainment! Your security as a player is of the utmost importance to us and in a routine security check, we noticed that you have incomplete information registered at one of our online vendors.

As a precautionary measure we have temporarily suspended access to your account. To re-activate this account, please print and complete the form below and fax it to one of the toll free fax numbers below, or scan and email the form to verifyme@bellerockentertainment.com.

Please also include a clear copy of:

1. your photo ID (e.g. Driver's license, Passport, Government issued ID document)

2. a recent utility bill depicting your name and registered residential address (e.g. telephone, electricity, water etc.)

As soon as this information is received and reviewed, we will re-activate your account.

I scanned in and sent the documents, including the signed form, on 1st June. My money did not arrive, I received no reply, and my account remained locked, so on 5th June I wrote asking why, and got the following:

Thank you for emailing Belle Rock Entertainment.

Please accept our sincere apologies for any inconvenience caused.

Kindly be advised that our Operations Department has not received the documentation, hence the matter is not resolved. May we request that you resend the documentation?

We suggest you send it via e-mail to the e-mail address below:

verifyme@bellerockentertainment.com

Please ensure that the attachment is no larger than 3 megabytes. Also, if you have more than one attachment, we advise sending them in separate emails.

I checked my "sent" folder, and I had sent all the documents to verifyme@bellerockentertainment.com. Anyway, I sent them again.

I have just received the following:

Thank you for choosing to play with Belle Rock Entertainment!

We have received your documentation and would like to thank you for your efforts thus far.

In order to finalize this matter, we hereby request that you kindly provide certified copies of the documents at your earliest convenience.

We look forward to hearing from you.

If you have any questions or need any clarification, please don't hesitate to contact us on any of the numbers below, 24 hours a day, 7 days a week.
We look forward to your co-operation in helping us protect your funds.

What bothers me is:

1. I checked the first email they sent me again, it said

As soon as this information is received and reviewed, we will re-activate your account.

I sent the information, but instead of re-activating my account as promised, they denied receiving it, and then added a new condition that the documents be certified.

2. Sending a scan of a certified copy is nonsense. As soon as the certified copy is scanned or faxed, it is a copy of a certified copy, and is no more useful than the original faxed copy.

3. Certifying a copy will involve me in time and expense. I've never done it before, but I certainly don't want to go to a solicitor and ask what he'd charge to do it.

4. It appears that I've become the victim of a scam that Belle Rock are using on a number of their customers to avoid having to pay them. I don't feel like jumping through these hoops for them, I have been gambling online for a while and am quite used to sending copies of id etc, nobody has ever asked me for a scanned certified copy, which is a nonsense anyway.

5. They have not mentioned any "discrepancies", or asked that the police certify the documents, so they must be learning something from this thread, but instead of taking on board customer complaints they seem more interested in refining their scam.

I also notice that not once have they mentioned my withdrawal, made 27th May, just commented on the suspension of access to my account, as if that was the only issue and that they weren't hanging on to my valid withdrawal at all.

I will pm the rep here and pitch a bitch. I am quite happy for casinomeister to see all documents and other details of my account, he will find nothing amiss.