Belle Rock - can/should I do something?

[cash4andy]

Hi, I recently GBP opened accounts at jackpot city and lucky nugget casinos and cashed out roughly £350 and £420 respectivey.

However when I checked my account today and my deposits and withdrawls were made in $s. Now I was pretty certain I selected £s as my currency, and to make the mistake twice was pretty much inconceivable. Anyhow I asked a friend to open an account to check this for me. He also opened an account in GBP on the signup form, but his account at lucky nugget was in $s too. If anyone would like to check I'm sure this bug in their software still exists.

So what I'm wondering is do I have a legit claim to get my withdrawls changed to £s? As far as I can tell there was no chance I could have spotted my account was in $s until I visit to the withdrawl screen, and even then it just says USD in small letters. After depositing and playing I had no reason to doubt my account was in £s, so have effectively lost £400 winnings between the 2 casinos due to their software being defective. This is totally their fault, and at the very least I should be compensated for currency conversion fees. Do I have a claim to get the withdrawls honoured in £s and who could I contact?- I tried their live support but they didnt seem to be able to grasp the problem.

Regards Andy

[Tagdog]

hmm pretty sure i signed up for lucky nugget last week and got a $ account. i thought it was my mistake though.

Try pming the rep, he can be found from the casino contacts link, good luck!

[thetic]

Understand frustration but hate to say it you're probably going to get short shrift from them. Some casinos only let you deposit in the currency of your own country if available but you should be OK being based in the UK on that point. Not sure about these casinos but if they do have this policy and you were for example using software to disguise your machine (or some other reason) they may not recognise your computer as being from the UK and opened a $ account.

Their argument will also be that you wouldn't have complained if you had lost in $ rather than £. You only had half of your own money at risk (roughly when doing conversion).

As Tagdog says, get in touch with the casino, explain the situation and they may do something out of goodwill, especially if it can be found to be a flaw in software (try downloading River Belle and opening an account in £ and see if it gives you a $ account again).

Good luck but would not hold out too much hope...

[thetic]

Although as an added argument for the casinos when you go into deposit in the Microgaming casinos on each page of the process you will get (GBP) or (USD) showing at some location on the screen, in the confirmation page right next to your value.

Let us know how it goes but I will bet my entire winning from my last Belle Rock promotion (see Gift Rap thread elsewhere) that you're on a loser with this one.

[vinylweatherman]

Originally Posted by thetic

Although as an added argument for the casinos when you go into deposit in the Microgaming casinos on each page of the process you will get (GBP) or (USD) showing at some location on the screen, in the confirmation page right next to your value.

Let us know how it goes but I will bet my entire winning from my last Belle Rock promotion (see Gift Rap thread elsewhere) that you're on a loser with this one.

Probably a loser, unless you can show that the deposits were taken in GBP - unlikely if the error happened it the point of choosing the currency.

One possible avenue is to open an account at another of the casinos and see if the error can be repeated, but while doing so, document the whole procedure, with screenshots and if possible, use a video camera (you will need a decent one as videoing a monitor can lead to problems with picture quality). My Nephew once showed me a piece of software that takes a video "screenshot" of what you are doing and stores it as an AVI file on the hard drive. I can't remember what it is called.
If you can prove a software error with hard evidence, you may well be able to persuade the casino to make good the loss due to the software deception, perhaps by allowing you to make a second deposit with your account converted to GBP, and this deposit to be matched with the amount of bonus you lost out on due to the original error.

This is BelleRock though, not 32Red, so you will be lucky even to get a reply from management through normal channels, but try the rep here with your evidence; it may take longer, but should result in a sensible decision.

[winbig]

Originally Posted by vinylweatherman

Probably a loser, unless you can show that the deposits were taken in GBP - unlikely if the error happened it the point of choosing the currency.

One possible avenue is to open an account at another of the casinos and see if the error can be repeated, but while doing so, document the whole procedure, with screenshots and if possible, use a video camera (you will need a decent one as videoing a monitor can lead to problems with picture quality). My Nephew once showed me a piece of software that takes a video "screenshot" of what you are doing and stores it as an AVI file on the hard drive. I can't remember what it is called.
If you can prove a software error with hard evidence, you may well be able to persuade the casino to make good the loss due to the software deception, perhaps by allowing you to make a second deposit with your account converted to GBP, and this deposit to be matched with the amount of bonus you lost out on due to the original error.

This is BelleRock though, not 32Red, so you will be lucky even to get a reply from management through normal channels, but try the rep here with your evidence; it may take longer, but should result in a sensible decision.

Camtasia (http://www.techsmith.com/camtasia.asp) is an awesome program to do real-time screen recordings.

They even offer a fully functional 30 day trial, if you just wanna use it once

*NOTE* If you use that program, you will have to run the casino in a window, NOT full screen

[aka23]

Originally Posted by cash4andy

Hi, I recently GBP opened accounts at jackpot city and lucky nugget casinos and cashed out roughly £350 and £420 respectivey.

However when I checked my account today and my deposits and withdrawls were made in $s. Now I was pretty certain I selected £s as my currency, and to make the mistake twice was pretty much inconceivable. Anyhow I asked a friend to open an account to check this for me. He also opened an account in GBP on the signup form, but his account at lucky nugget was in $s too. If anyone would like to check I'm sure this bug in their software still exists.

So what I'm wondering is do I have a legit claim to get my withdrawls changed to £s? As far as I can tell there was no chance I could have spotted my account was in $s until I visit to the withdrawl screen, and even then it just says USD in small letters. After depositing and playing I had no reason to doubt my account was in £s, so have effectively lost £400 winnings between the 2 casinos due to their software being defective. This is totally their fault, and at the very least I should be compensated for currency conversion fees. Do I have a claim to get the withdrawls honoured in £s and who could I contact?- I tried their live support but they didnt seem to be able to grasp the problem.

Regards Andy

I opened an account at one of the co.uk sites. I requested an account in $, and got an account in £. All of my deposits and withdrawals were in £. It seems that you must use £ at their uk sites.

I suspect something similar happened to you. You requested an account in £, and got an account in $. Perhaps the .com sites default to the currency assigned to your country. I think a default currency is a good addition. However, they need to implement it differently, so players cannot select currency from a drop down menu when they do not have a choice.

[cash4andy]

I'm not sure if I signed up from a .com or .co.uk site, have pmed the rep but yet to get a read receipt.

I'm glad other formites have experienced the wrong currency being imposed on them. My deposit was taken in $s but the first a knew about this was when i checked neteller for my withdrawls.

I'll leave it to the casino to give their side before I post further on this matter, thanks.

[vinylweatherman]

It's a great way to mess with player's minds!!!
They will be wondering how they managed to select the "wrong" currency! It is especially bad if it gets it wrong according to location of the player.
What if a player from outside the UK follows an affiliate banner through to the .co.uk site and opens an account in their own currency but ends up with one in UK Pounds. Next they know is they are being accused of breaching T & C by using the pound to "abuse the generosity" of BelleRock casinos and having their winnings confiscated.
Far better to only have those currencies available that can be used, they better not give us the "it's not possible" BS, because Fortune Lounge have managed to create bespoke currency selection lists for their brands, even down to only having the dollar present, which makes it pretty clear there is no choice even though the software has to go through the motions of giving one.

[copper007]

I've just got exactly the same problem, I only noticed my lucky nugget account was in $ not pounds after I signed up. I'll pm the rep with my account number to try and get the account changed back to £s.