Serious issues with Riverbelle and their *CS*

[SCole]

Ok where to begin with this.

Me and my fiancee were sitting down watching tv one night and we saw this ad for "Riverbelle.com", which said there is a 25 dollar bouns if you join. This was on October 26th or around that date. So I figured its free, and i have nothing better to do, so the next night i joined. Well, i went up, then down, then shot up. I was up to around 400 or so dollars and said well, Im going to cash out. So i do so, and it says that i have not met the wagering requirements, and then i contacted customer support. I talked with "Michelle", and she informed me that i needed to wager another hundred or so in the slots, i agreed and left and then went and did my wagering and then went back. This time i get Michelle again and I asked her if i could withdrawal, and if i have met all of my requirements for a withdrawal. Here is where the lies start. Michelle informed me that i have met all of the requirements, and even walked me through the withdrawal process.

So a few days go by and i go back in there to deposit money, well i see my withdrawal was reversed and placed back into my account. So now im scratching my head. I contact Live Chat, and this time i got "Lucienda". I asked her why my withdrawal was placed back into my account and whoala, what do you know, another requirement has popped up. Now they say i have to deposit 50 dollars of my money into the account just to remove it. Well after talking with her, and telling her that Michelle told me this, she said "ok, i will escalate this to the processing dept, and we will make sure you get your withdrawal." So now, im going through the second withdrawal deal.

Expecting this to happen again, i go back into the casino banking and find that yet again, a few days later the money was placed back into my account. This time, im not so nice.. I was very firm, but used no profanity. I get onto the live chat again and this time, it is with "Mario". Again, mario says that i have to deposit the 50 dollars into the account to withdrawal it out. After showing him the logs of the previous chats, he contacted his supervisor "Gayleen". Gayleen says well, for all this trouble, we will make sure your deposit goes through. She also sends this to me, in writing, in an email. Here is a excerpt from the email.

Firstly we would like to apologize for the inconvenience and the frustrations what this might have caused and we can confirm that we have taken the matter up with the relevant department and that they will process your funds to your payment option what you've selected.

We would also like to inform you that we will take this matter up with the relevant agent so that we can make sure that this will not happen again.

Please do accept our apology and we can assure you that your withdrawal of $236 will be processed in the next 24 hours and sent to you via Courier Check and should reach your doorstep no later than 3 to 5 business days.


Now, I start to believe that I am accually going to get the money. it has now been 4 people that said i would be getting the money, without the ludacris 50 dollar deposit (which i swear wasnt in the terms when i signed up, but alas didnt screenshot the terms) This email was sent on Nov 6th. That thursday i check to see (trust is completly gone with riverbelle/bellrock gaming) If the money was placed back into my account, and what do you know IT WAS! Now im frustrated to no end. I get back onto the live chat, and this time spoke with "richard". I asked to speak with gayleen, and he informed me she wasnt there. So i tried back a few hours later, and was told that she wasnt there and her shift started in a few hours. So a few hours later, again, i get onto the live chat thing and yet AGAIN she is not there.

This goes on and on till that saturday morning at around 11.30 am. Finally I get ahold of Gayleen, and the same gayleen that informed me that iw ould be getting my money, has completly changed her story, AFTER the fact that i have this in writing.

This fiasco has been extremly frustrating, and has completly tainted my want to play online casino's EVER again. I get compped money in real casino's when i go, but the never stop me at the door and say, NO you cant have that, you havent put 50 dollars of your own money into it. That really isnt the point here.. The point is, they lied, not one person, not 2 people or even 3, 4 total people have completly lied, on numourous occasions, and yet, they want to put the blame on me for them lying.

I feel that this is bad business, and I have really held back from doing anything. Im not about *Bashing* a certain place, but this place is untrusting, and just plain out unethical. They want ME to deposit 50 of my dollars, after they have constantly lied, and say *thats all i have to do* I would really rather not take that chance.

I just want my money, so I can be free of bellrock gaming forever.

Thanks Bellrock for making me never trust a online casino again!

I know there are bellrock reps here on this site, and if you would like to contact me, your more than welcome too. My name is Sharon Cole, you can contact me via email, pm on here, or by phone. All of this is in my account information.

Thank you.

Sharon Cole.

[Slotmachine]

Hi Sharon,
In a way I'm sorry to hear about your problems, but on the other hand it's a good way for you to get introduced to online gambling. At least you haven't LOST anything and you've gotten a taste of the "terms&conditions" jungle. You gotta stay sharp when you're dealing with online casinos. No-deposit bonuses are like that, there are always strings attached. Belle Rock at least doesn't state a max withdrawal limit. The problem with Belle Rock is their unskilled customer support. They could have handled this by simply stating that you haven't filled the T&C's and guided you through the process.
It says "All Players must make a deposit of 50 Casino Credits before the Sign-Up Bonus can be withdrawn. "

That's a fair T&C, and it's a good bonus, but no kudos to Belle Rock for the way they handled the issue.

Stay smart

Cheers,
SM

[SCole]

Well, it is no longer about that.. It is about the fact that they have bold face lied (which is really the total oppisite from the way anyone should run a business) and expect me to take a *sorry* for that. NO, I will NOT accept that, maybe i would if it was just one person, but NOT 4!

I have even expressed this to them, to "Gayleen" the first time i spoke with her, thats when i recieved the email from her, stating for the trouble i have had, my withdrawal would be made to go through.

As far as getting to know how online casino's work, after this experiance, i live about an hour away from Atlantic City, Ill give them my business from now on.

Jesse

[stellster]

Jesse

sorry to hear about your troubles, ive had a few of my own...

who is jesse? i thought you were sharon, lol

[SCole]

Jesse, is my fiancee, we are both here, he is typing.. as i cant really type that great lol..

anywho, id really like to see a response from bellrock on this.. as it is getting a bit rediculous.

Thanks.

Sharon and Jesse

[stellster]

thats what i figured

i just had an issue resolved by bringing it up in the forum and pm'ing the rep..hope it works out for you! it can be a hassle but its worth it

[SCole]

Well hopefully, within the next day or two, the rep will reply to this post. If not, then I will get jesse to pm the rep and see what comes of it.


Sharon

[bellerock]

Hi Sharon,

Sorry to hear about the bad time you have been having. This level of support is inexcusable, and for this I apologize. I have looked at your account and I see that your withdrawal has been manually processed but I am confirming that this is the case.

I don't understand why support were not clear in conveying the promo requirements and I will be taking this very seriously as I investigate this further.

Again I apologize, and assure you that this will be resolved shortly.

best regards,

Belle Rock

[Lord_Have_Mercy]

Good Job Bellerock Rep

[SCole]

It doesnt show anything in the withdrawal history that its even being processed.. Or maybe im just looking at it wrong. Hopefully this is the end of this ordeal. I have also recieved an email, stating my account was "taken over ownership" Hopefully this is good and the end result is a positive one.

Thank you.

Sharon