Bellerock BS Stall tactics

**BBKPoker** · 22nd April 2006, 02:55 PM

I'm done with Bellerock.

After having bs cashout issues with this group, they returned my cashout to my casino account not once but TWICE admitting their error both times in doing so and that I had fully wagered all bonus requirements. When I called, I got some rude agent named Grant who refused to put me through to a supervisor and insisted I would have to wait three days for my cashout to go through. There is absolutely no reason why they should not be able to escalate this scenario. Grant said that they had no control of the situation and that it was an automated system but refused to put me through to a supervisor or the finance department. I called back and got a supervisor named Peter who was equally rude, although he stated that he could put it through immediately. When I pressed him about how long this would take to go through, he stated 12-16 hours........................ and up to 72 hours for Neteller to process it. This is clear B.S stall tactics to hold my money as long as possible in my opinion. My 32red Neteller cashouts appear the very next day. Party Poker is perhaps 4-6 hours. I know that Neteller does not take three days to update and pay player accounts or they'd be out of business. Maybe if they had the shred of decency to give me a small bonus or credit because of the situation or at the very least apologize about the issue I wouldn't be so damn pissed off.

Screw Bellerock and their BS stall tactics for not paying me my winnings, I'm going back to casinos that pay on time and are at least apologetic when their customers have a legitimate complaint.

**vinylweatherman** · 22nd April 2006, 05:39 PM

Try this!

Neteller process to the online statement in SECONDS, once the payment has actually arrived with Neteller and been funded from the originator account. Any delay is due to the "processing" lag in BelleRock's processor. The meaning of having been processed seems to mean having been cleared for payment and added to the batched instruction for payment. Delay is caused while this batch awaits the actual payment run, which is done in a similar manner to a company payroll. If noone is around at weekends, then the delay could indeed be up to 72 hours if the release was done on Friday.
I found all this out when I had issues with failed payments to Neteller, and dispelled this BS that Neteller can delay crediting funds to the player account. My bank can do this, and it is payments to a bank account that might have this "traditional" 3 to 4 day period between the bank getting the funds and them being credited to the player. Neteller is not a bank, it is an eMoney issuer, and have no reason to hang on to properly released funds.

I am disappointed that this fault of token refunding correctly wagered balances still exists, and that no-one has the authority to force the payment past the error. The rudeness is not a good sign either, the complaint is justified, even if the CS really cannot do anything about it, they should let the player vent their spleen at a manager, and not simply end the conversation and refuse escalation.

BelleRock DO have a rep here, so it is well worth having them look at this affair to see what has gone wrong, and try again to correct the underlying problems before the CS becomes underworked due to lack of players!

**elscrabinda** · 23rd April 2006, 05:13 PM

You're lucky to have got through to talk to anyone at BelleRock at all. Their customer support is well known to be abysmal. I've also lost track of how many times this has been apologised for and then zero improvements made

**vinylweatherman** · 23rd April 2006, 06:43 PM

I find that if I phone in the late evening I cannot often get through. The remedy is to phone in the morning, around 4am to 6am EST, which is around 10am in the morning for me. With most US players resting, this is about the only chance of getting through.
As the phone number is free to call, I have bought a new phone with a hands off speakerphone facility, so I do not get earache and cramp waiting for the phone to be answered. Even if they take hours to answer, I can sit the phone on the desk and do something more interesting. Fortunately, I have not had cause to contact them for a while, not since March, when I used E-mail because it was not too important, and I was answered within the week (pretty good really, considering this is BelleRock).
Their competitions have been uninspiring lately, so I have not felt the need to reinstall any of the casinos.

**Slotster!** · 23rd April 2006, 09:14 PM

Originally Posted by vinylweatherman

Even if they take hours to answer, I can sit the phone on the desk and do something more interesting. Fortunately, I have not had cause to contact them for a while, not since March, when I used E-mail because it was not too important, and I was answered within the week (pretty good really, considering this is BelleRock).

Unbelievable. Seriously... Why WOULD anyone continue to play at a place like this!?? That's dreadful. There's so much competition out there, where they'll actually speak to you. I can kind of forgive the phone thing I suppose, but a week to answer an email!???!

Forget it.

**bellerock** · 24th April 2006, 04:28 PM

Hi BBKPoker,

I am sorry to see that you have had a bad experience at Belle Rock. Please can you PM your details to me so that I can look into this further.

Best regards,

Belle Rock

**hbears341** · 24th April 2006, 10:53 PM

I myself have had issues with this group in the past. I simply choose not to play there anymore!

**vinylweatherman** · 25th April 2006, 01:08 AM

Luckily we have the rep; but this stems back quite some time when there was a need to upgrade CS and train them up to top performance.
This is months later, so why has this not happened?
My reason to E-mail was that I had received a gift claim code for Xmas in a card, however it gave me an "expired" error when I tried to use it - one month BEFORE the expiry date given. I emailed the problem and did get a new code from them WITHIN the same week (towards the end), so not a whole 7 day wait. This code worked, and my gift did indeed arrive without any further snags.
I am sure this will fix itself; they will lose enough players to balance with the ability of CS to handle all calls and E-mails in a timely manner. At this point they should regroup and try to build their reputation again - it won't be easy, as there is competition out there that is currently better, AND Microgaming powered.

**Slotster!** · 25th April 2006, 01:40 AM

Originally Posted by vinylweatherman

it won't be easy, as there is competition out there that is currently better, AND Microgaming powered.

I agree 100%. There are a good number of people that will gamble anywhere online it seems, but I definitely get the impression there's a wind of change. With talk of regulation and whatnot, customer service and contact are becoming increasingly important it seems. A lot of online casino's a realising this to their credit (and in no small part thanks the Casinomeister I should imagine!), but there's still this general air of apathy where it seems casino's think they can get away with treating their customers like second class citizens.

Things that are not too much to ask from an online casino, and are an ABSOLUTE PRE-REQUISITE before I will play there:

* In an electronic world, I can just about do without phone support. If that's compromised however - Customer service MUST respond to emails within two hours at the very most.

* Clarity of ownership and financial standing

* Prompt, proven and consistent payouts.

It really isn't too much to ask from a casino.

Gamblers are a funny lot, and fall into lots of different categories. The operations that only attract the less discerning "casino hoppers" are doomed to ultimate failure... The customer is king. A loyal, regularly returning and depositing customer at your casino, is worth his or her weight in gold. In order to keep these, you've got to make them feel valued.

The Casinomeister has joked before that Ed Ware should write the Guide To Running An Online Casino and It's no big secret why 32RED are heaped with praise and adulation... Guess what, they just REALLY look after their customers. Not with complicated auctions and prizes and god knows how many numerous promotions and buy ins and offers - they just get the important stuff right. You'd think it was rocket science or something...

**AussieDave** · 25th April 2006, 01:41 AM

BBKPoker,

BelleRock is the guy to speak with he deserves top marks for everything he does. Unfortunately he's only about 1 of 500 employed by this group. Even though it sounds like you've had a shocking experience, I'm glad you posted about it and the BS CSR treament you've received.

Sounds like the same treatment I've received before and something I've raised many times but thinking no one believed me. Anyways least its good to know I'm not the only player that gets rude CSR's and dodgy treatment.

One reason 95% of my bankroll now gets dropped at Fortune Group.

Though maybe it's time to change to 32red and be done with it!