Done with BelleRock - Again

[LRDell]

Other than the occasional problems with withdrawals, I have generally been a supporter of this group. I have never had the problems others have seemed to have with hearing back from customer service or getting in touch with someone. But over the last week, they have given me fits with some withdrawals. I made some substantial withdrawals (for me) last week - about $2900. In the normal course of events these withdrawals would have been back in my band account before the end of the week.

I came back from out of town Saturday to see that only a small part of the withdrawal had been paid. I got in touch with my "VIP" support staff people only to be told that they are holding up the withdrawals because of "an" outstanding returned deposit with Click2Pay. I assured them that this had been cleared up weeks ago and that even that day I had used my Click2Pay account. I was told by 'Stacey' to get an email from Click2Pay confirming that my account was in good standing. I got the email and forwarded it to BelleRock. 'Willie' told me he would get in touch with processing and clear it up. I checked back on Sunday and Willie said they were still showing this outstanding Click2Pay problem. Several conversations back and forth between Willie and "Operations" and he told me that he had gotten them to release all the withdrawal except the $151 amount in dispute. He told me they would process the remaining amount that day.

It still wasn't paid on Monday. 'Dustin' told me that the Click2Pay problem was still showing in their system, and that a forwarded email from me wasn't good enough because "anyone can write an email." I told him that Willie had supposedly cleared this up on Sunday. He consulted with Willie and I was then told that the amounts other than the $151 had been paid and would be presented to my bank on Monday, as their processor didn't operate on weekends. I sent an email to Click2Pay asking them to get in touch directly since a potentially forged email from me wasn't good enough.

Still wasn't paid on Tuesday, but I was assured yet again that it had been processed, but oh it hadn't been processed till Tuesday. I could get no explanation for why I had been told it would be processed on Sunday, then told it would be processed on Monday, etc.

So on Wednesday it finally shows up in my bank account, and I get in touch with them again to check on a new withdrawal from the 21st. Only to be told that not only is their system showing outstanding returns from Click2Pay, but also Citadel and Firepay. None of this information is correct - as all of us know, our Firepay accounts haven't even been active for a month. I have been in touch with all three processors and told that my accounts have no outstanding returns.

I have told BelleRock that this is unacceptable service. Other than those listed here, there were several other comments and things they told me that indicated they had no idea what was going on, but would tell me whatever I wanted to hear. I have asked all these processors to get in touch with BelleRock directly to clear this up so my withdrawals can be released.

Does anyone think it would be helpful to also file something with Ecogra?

[frufrugirl]

Maybe I missed it in your post, but I would PM the rep and see if it can be cleared up. Something isnt working in their system (the people?)I really dont feel BellRock Management would be happy knowing this is going on.. good luck

[LRDell]

I would think that dealing with the customer service agents that they have specifically dealing with their "VIP"s would have more impact than their rep on a forum board. Since these people were in direct contact with the operations department, I would hope management is already aware of the problem.

But thanks for the suggestion, and I will PM the rep as well.

[devils spawn]

I am not suprised that you have received this kind of service. I have had dealings with this group and they are generally useless in their Customer support.

all issues that I had were resolved by 2 "managers on duty" namely "Josh" and "Ethne"

These two almost made reconsider and continue with this group. on further consideration decided not to use them any more.

try asking for these two when/if you call again. I did that without accepting that the person on duty was "the senior agent on duty" story. When you insist you get what you want from them, especially now with the new legislation I am sure that they will bend over backwards for your custom.

Good Luck

[LRDell]

Devils Spawn - I have always had good service and even a huge problem which almost had me give them up in April was resolved appropriately. But this recent incident is just stupid.

As of today, October 27, part of this issue remains unresolved. They have paid the majority of the withdrawals (long after they said the first time it had been paid). But I am repeatedly told by one CSR that the issue with the supposedly outstanding Click2Pay return has been cleared up only to get an email the next day saying the withdrawal will be processed AS SOON AS THEY GET CONFIRMATION FROM CLICK2PAY REGARDING THE OUTSTANDING RETURN.

My PM to the rep has only resulted in more confusion, as he tells me this morning that my new withdrawal has been paid LESS the outstanding amount to CLick2Pay (which they already withheld from a previous withdrawal!!), but I got an email from the regular CSR people telling me that the new withdrawal has been paid in full but they are still holding the old amount. Their emails have recently gotten very apologetic, but this issue should have been easily resolved long ago.

You would think that a casino group with whom I have deposited tens of thousands of dollars would not choose to loose a player over $151. But they now also cost me additional bank charges because the larger withdrawal was not paid when I was told it was. I am done.

[vinylweatherman]

If Click2Pay have no issue with returns, then it could be suggested that BelleRock are potentially guilty of Libel. By stating that a deposit has been returned when it hasn't, and sticking to this line despite repeated attempts to prove this is not the case, they are creating the impression that either Click2pay are incompetent, or that you made a deposit in bad faith (no funds to cover it).
Even an E-mail to the rep has not helped in this case, and this is as high as one can go informally. Ecogra would be the next logical step, and they should be able to knock a few BelleRock heads together and find out what the problem is.
If it is their problem they will make an apology and pay up. You can then either forgive, or inform them that you will no longer be a customer, and have the accounts closed. You should also inform Click2Pay of the outcome, as they may want to make their own complaint to the merchant dealing with BelleRock, as the issue has also reflected badly on Click2pay's service standards.

[LRDell]

vinylweatherman: It was not a case that there had not been a return (although it was not bad faith, just a stupid addition error), but that the return had been cleared up weeks ago. I obtained from Click2Pay, at the request of one CSR person at BelleRock, an email stating that everything had been paid, and that I was in good standing. I forwarded this to BelleRock, only to be told by another CSR that a forwarded email wasn't good enough - I could have forged it. That was the final straw. But I have then been told several alternating times it is cleared up, it isn't cleared up, its cleared up, it isn't cleared up.

I hated the thought of having to go to Ecogra about should have been a minor item. And at this point, I'm not sure I care. This group was my first love in online gambling, and they have now bitten the hand that fed them.

[GrandMaster]

If Click2Pay have no issue with returns, then it could be suggested that BelleRock are potentially guilty of Libel.

Libel would require publication of the defamatory statement.

[vinylweatherman]

Libel would require publication of the defamatory statement.

Publication would be served by allowing a third party to be affected by the issue. For example, if a bank bounced a cheque in error, the third party would be the merchant who accepted the cheque, who might believe the customer had tried to make a transaction without having enough funds.

It seems in this case that there was indeed a return, but the issue has been about whether this has been cleared up. This would not constitute libel if the problem remains confined to the customer relationship with BelleRock, however, if BelleRock make a negative database entry with Risk Sentinel to the effect that the issue has NOT been cleared up, libel is then comitted.

It is up to BelleRock to contact Click2Pay in this respect, since they are not prepared to accept a forwarded E-mail from the player.

Given the song and dance BelleRock have made, it may be wise to uninstall the casinos and not play for a while to allow their database to be cleaned up. Fight for the withdrawal to be paid, asking eCogra for help in lubricating the slow wheels of bureaurocracy if needed. Non payment of winning is NOT a "minor matter", it is the most important thing to get right - if the casino cannot be trusted to run the financial side properly, nothing else really matters.

Before playing again, get a written statement from BelleRock that this issue has really been cleared up, one that they will accept if their system ever flags this old issue again.

[LRDell]

Bellerock did eventually pay the held amount the most recent withdrawal.

I am still very unhappy about how the whole thing was handled and the problems caused by the delay in paying the original withdrawal. Not even so much the initial delay, but the inaccurate information I was then given about it was paid Sunday, then no, it was paid Monday, but no, really it was paid Tuesday, etc. It was not smart on my part to trust what they told me on Sunday, but that particular representative had always been very helpful so I believed him. And that cost me over $200 in bank charges. I made the rep here aware of this in one of my PM's and he never even bothered to respond to that issue.

Therefore, they remain on my bad list for now. As to the issue of libel, what could I do about it anyway - international issue and all.