River Belle - V Unsatisfactory withdrawal

[Avatar73]

Ok, in brief:

In September I made a withdrawl to card for £79.
Whilst checking my records over a month later, I realised this had never been paid, so I chased it up.
My card had by this time expired, so I replaced it.
I was told a "technical error" had meant my payment had not been processed. Whatever.
Anyway, then I get an email saying I was getting a bank transfer for £74.
Note the missing £5.
I queried this, and in an instant chat was told that bank transfers are charged at £5 a pop, so that's where that was.
However, I had only ever made a card withdrawal, and at NO time was I ever informed over any charges, and at NO time did I request a bank transfer.
They claimed I didn't have a card registered which isn't true. It is there in the banking screen to prove it.
They said they could reissue payment for the full amount.
Then I just got an email explaning why I was charged £5 - which I already knew - and nothing about reissuing the full amount, which is what I had been told.

ISSUES: Well I want my £79 in full really. It was £4 comps plus £75 cold deposit that I decided not to risk in the end.

COMPLAINT? Well, this is an accredited casino. Yes it is only £5, but why are they making such a fuss then? It is perhaps only a fiver, but I don't want to lose 5 quid for no reason, I can do that myself on slots. I was not told about being charged at any point. It is the principle here. I think when they re-issued the payment they decided all on their own to abandon my credit cards and try to charge me for a bank transfer without telling me. Bank transfers are free anyway, so I have no idea why they charge.

WAIT? Is this too soon to post? Well I am sorry if it is. However, this has the feeling of dragging out (2 months and counting) and involving some faff, so I thought if I brought it up here perhaps it could be nipped in the bud. Otherwise I'd probably just post later on anyway.

INVALID? OK if you don't agree with me then please say. But I object to not being paid, having to chase it up myself, then being charged for something I didn't want, agree to, and should never have happened.

EVIDENCE: I have bank statements, emails, screenshots, and transcript logs to back this up.

Thanks!

[lojo]

I can sure empathize with your grumble, and yeah it's only five bux but it's the principle, and I don't suppose your gonna PaB over a fiver, and yeah, it's costing them a lot more in wasted rep time and customer satisfaction than five bucks so what's their problem, why don't they just give it up!?!

And then there's this other voice in my head that says, for crying out loud, it's a fin, eff it! But it's not my fin, so I can't really say that! Has the rest of their customer service been good? I like lucky nugget just for that comp money ( I think they're the same group?)

Good luck avatar, and I hope they give you 'a few dollars more'

[Avatar73]

ha yeah, indeed! I know what u mean.

But first, they would probably never have paid me if i hadnt drawn their attention to it. Then they do something I dont want without telling me and charge me a fiver for the privilege. It just really irks me that they think they can just do this to people. Believe me, I will PaB if it doesn't sort itself out, coz it irks me that much. But they are accredited, and mountains and molehills aside, in all fairness, they should have some time to see if they can sort this out themselves first!

No response to emails yet......

[bernynhel]

It's RiverBelle's responsibility that you ever even considered this to be an issue at all so **** THEM! It's nobody's business but your own how you feel about it and, quite frankly, I'd be 10 kinds a mad just due the fact that RiverBelle obviously considered this matter too trivial to care what you thought! I'm drove just thinking about it while I'm still waiting (going on 3 weeks) for my dough from a cash-in from another accredited MG casino group! GRRRRRRRRRRRRR!

[Avatar73]

Yep! It's a case of how they handled it as well... they dont seem to care. But I will NOT put any money into some 2 bit outfit that "forgets" to peocess my withdrawal, then charged me 5 quid for something i never authorised, then tells me thye will reverse it and pay in full, then sends an email telling me why they charged me (well i know already) and then ignores me.

Not a great way to do business, over a fiver.

[lojo]

Not a great way to do business, over a fiver.

It's amazing some casinos are so dense... I've played free chips and very low stakes at a few to test the waters... some have treated me as expected:the same as if i deposited or withdrew four digits... some messed around over piddly-diddly-squat and found themselves forever banished from my game.

[Avatar73]

Yeah! Seems a bit silly! Sometimes customer goodwill is worth a LOT more than 5, 10, 50 bucks! Makes no sense.

Anyway I have only had a good experience here before really, tho i didn't play a lot.

They have sent an email saying they will try to change the withdrawal and refund the full amount, but their finanace department only works mon -fri. Ho hum. Anyway they should email mon/tues, so at least they're moving.

So other than poor information and not great treatment, there's not really any other issues here at the mo, and at least they seem to doing something about it (altho only eventually).

(oh and i spose its not "poor" treatment as far as some places go either!)

[vinylweatherman]

Funny how they are not so "laid back" when it comes to a PLAYER being in the wrong over a relatively small amount.

In the past, casinos would bung you a free chip for the inconvenience of their error, then they began to feel resolution alone was enough. This is new, they are making a CHARGE because they made an earlier mistake.

BelleRock have been constantly critisized for the ineptness of their CS when anything happens that requires some kind of non-standard action. If it's on the script, everything is usually fine, if not, you face an uphill struggle - often enough to prompt deinstallation of the casinos. It then costs them to get you back, or attract a replacement player.

[gerilege]

I assume it was a VISA card. The strange thing is that it is possible to withdraw to an expired VISA card assuming that you still have the bank account behind it. In one casino I used two cards, and one was later expired. The casino issued me some part of my withdrawal to the expired card (two months after the expiration), and I have received the funds without problems.

[satchmo]

They takes fee for using visa? Taht is against the visa rules.
A least here in sweden.
Stores took a small amount if you paid small amounts with it.
People gladly payed, but not me. I have read the rules for visa. I pay a fee every year to visa, and no extra fees can be taken. If a company takes out any fee for the using the card, they will loose their licence to handle visa transactions, it sayes so in the visa rules. It dosent sayanything about expired cards in the rules, it just sayes that they cant take any fees for using the visa card.



Satchmo the man the myth the worikng class hero....