Belle Rock Home casino

[ovation]

I opened an account at Home Casino, on 11th February, deposited 50 and applied for the signup bonus. It didn't arrive, and after re-applying, trying to contact livechat etc I gave up and withdrew my deposit of 50 on 26th February without playing.

I did not receive my deposit back (I paid in and withdrew via neteller) so sent an email on 7th March, no reply, and again on 10th March, again no reply.

On 10th March I discovered that my account had been locked. I telephoned and was told that it was locked because I had not sent ID documents. I had not received an email asking for ID documents, so I didn't know that I was supposed to, or which documents were to be sent, or to which email address.

I said that as I was not withdrawing winnings, had not received a bonus, and had not even played at Home casino, I didn't see why I should have to send ID. I was simply withdrawing my deposit because I didn't get the bonus. I was told that my account would remain locked, but the withdrawal would be processed within 48 hours, and if I wanted to play at the casino I would have to send the ID documents to get the account unlocked again.

It's now 14 days later, my withdrawn deposit hasn't arrived, no email, nothing.

I sent a personal message to the Belle Rock rep here asking for a reply within 24 hours. That was over 24 hours ago. Nothing.

It's only $50 but I don't think it's acceptable for an online casino to take my deposit and then ignore me like this. I'd be grateful for any suggestions about where I can go from here.

[kenneth2816]

Ovation:

This is such an odd report, that it is difficult to get a handle on. I can say from my own experience that this casino group has never once asked for documents, and I have cashed out much higher than your stated amount.

The only possible thing I can deduce from this is that there might be some question about your age. Once a deposit is made, and whether you play or not, any attempt to withdraw is still called a cash in.

My suggestion is that you phone Belle Rock. it is far easier to reach them this way than live chat, for some reason. Without knowing further details, and in NO way reflecting on you, I would have to say there seems to be some clerical hitch, and I would have to state that Belle Rock has proven to be one of the MOST reliable groups, and has no discernable history of monkey business. They do seem to have a lack of prompt replies, however, and thus my suiggestion that you phone them post haste. Do let us know how it all comes out?

[jetset]

The BelleRock representative here is normally on the ball if he is PM'd with a complaint, but he may be travelling and temporarily out of touch.

BelleRock unfortunately has a reputation for Support inefficiency (as opposed to dishonesty) and they seem to have difficulty getting things right when it comes to customer communications.

I'm sure you'll get your deposit back - I would send another PM. In the meantime I will contact someone I know in the structure and direct their attention to your complaint.

[ovation]

Thanks for your help. I did phone Belle Rock about this, 2 weeks ago, and they told me my withdrawal would be sent within 48 hours. It wasn't, so I don't have much confidence in what they tell me on the phone.

I sent another pm last night, directing to this thread.

I'm 37 years old. I don't see why I should send ID just for my deposit. Of course I could send ID, but they haven't even sent me an email saying what ID they want or where to send it.

[jetset]

I've just heard back from my contact. He's travelling at present but is checking out this thread and your case right now. Hope you get this resolved quickly - he's a good man.

[GOCC]

Originally Posted by kenneth2816

Ovation:

This is such an odd report, that it is difficult to get a handle on. I can say from my own experience that this casino group has never once asked for documents, and I have cashed out much higher than your stated amount.

The only possible thing I can deduce from this is that there might be some question about your age. Once a deposit is made, and whether you play or not, any attempt to withdraw is still called a cash in.

My suggestion is that you phone Belle Rock. it is far easier to reach them this way than live chat, for some reason. Without knowing further details, and in NO way reflecting on you, I would have to say there seems to be some clerical hitch, and I would have to state that Belle Rock has proven to be one of the MOST reliable groups, and has no discernable history of monkey business. They do seem to have a lack of prompt replies, however, and thus my suiggestion that you phone them post haste. Do let us know how it all comes out?

Kenneth

With respect on this one, I told a friend of mine at work about this group. I have always got on really wel with he Belle Rock rep and awayd found him brilliant. Prompt eplies, undestanding views and able to "bend" a rul if he feels u deserve it.

However, i did recommend a friend and to be hones he had nothing but trouble. He Signed up at all the casinos and only got one sign up bonus. He kept claimin and claiming but never got the bonus. He then wen t on live chat while I was at his desk an after 25 mins, no one responded.

He also just gave it up as a bad job but when he went to draw from Gaming Club, his account too was locked. He phoned them and was told they wer waiting for ID. Do you need tobe psychic as he had not received any email.

Unfotunately, and IMVO, this group need another CS meeting to sot this cack out.

But again, the Rep on here is the best there is

[kenneth2816]

GOCC

Thanks. I am not saying there isn't some inefficiency with BR. I AM saying there is no dishonesty.

[bellerock]

Hi All,

I have been communicating with Ovation and the issue has been resolved, hopefully to his satisfaction.

Best regards,

Belle Rock

[ovation]

Just to confirm that I received my 50 deposit back to neteller very promptly (Monday 27th March), and an explanation as to why my account was locked (security issues).

After pming here and posting the thread the matter was dealt with very quickly, I got my deposit back and an explanation immediately.

I've been told that if I send my ID my casino account will be reopened and I'll be given the 50 bonus. I appreciate how the Belle Rock rep has dealt with this, but on balance I won't be going back, because I don't want to deal with / be ignored by Home Casino CS again.

[Let_It_Ride]

Originally Posted by ovation

but on balance I won't be going back, because I don't want to deal with / be ignored by Home Casino CS again.

A wise move best to walk away now. Online casinos need to start thinking about providing the same level of service to new players as they do to VIP players. Let's face it, it's in the first few days of opening a account we tend to contact CS, once the account is us and running I find I have very little need to talk to them again.

First impressions count!