Absolute TERRIBLE Bellerock support!

[scrollock]

They seem to be pushing those auctions pretty hard at the moment, but usually on a Monday you'll find some good offers - anyway, here are a couple I tracked down:

http://www.gamingclubcasino.co.uk/pr...days/index.asp
http://www.riverbellecasino.co.uk/pr...5&RC=453594792 (I've just realised the problem's probably you're looking at the .com sites - these offers might only be available on the .co.uk sites)

ive been receiving quite a lot of offers from BR recently, but they all say these are only available to £ players only, which i presume means they have come from the .co.uk sites

[schankwart]

Its getting better again.
A bunch of emails I sent them over the last couple days have been answered.
yay!!

[scrollock]

it just got worse again!!!!

i was sent a promo with the following terms.

T E R M S A N D C O N D I T I O N S



This offer excludes play in The Gaming Club, River Belle and Lucky Nugget Poker Rooms, The Gaming Club Sportsbook and River Belle Multiplayer Casino.


To qualify for the 150 casino credit bonus, a minimum amount of 150 casino credits must be deposited - using ANY DEPOSIT METHOD - during the promotional period.


A maximum bonus of 150 casino credits is applicable, and will be awarded based on a 150 casino credit deposit that is made as a single deposit.


This 150 casino credit offer may be claimed only once, only one bonus will be given.


In the interest of fair Internet gaming practice, the deposit and bonus amount must be wagered ten times before any funds may be withdrawn.


This offer excludes wagers placed on Craps, Baccarat, Roulette, Progressive Roulette (Roulette Royale), Sicbo, Jacks or Better Power Poker, Jacks or Better Video Poker, 10 Play Jacks or Better Power Poker Power and all forms of BlackJack.


All claims must be submitted within the promotional period: 12pm (BST), between 5 August 2005 - 11pm (BST),10pm August 2005.


All Casino offers are subject to ongoing review and the right to change the offers and their terms is reserved.


Bonuses can take up to 72 hours to be fulfilled once the claim is made and all Terms and Conditions are met.


Acceptance of these Terms and Conditions is indicated when the player participates in this promotion.


The decision of the Casino Manager is final and no correspondence will be entered into.

Errors & Omissions Excepted

i played tens or better video poker, plus i had this offer on an another account.

i have been having to play this on the flash casino as the download doesnt work for me as a result i have been having to play over a long time and have lost track of wagering.i just phoned up and found out the following.

that the offer is only valid on slots, i asked if its says that and the CS girl then ran through the list of excluded games and then said "so that means only slots are valid for this promo"

i pointed out that 10's or better is not on the list of excluded games, and the girl then said "video pokers" are not allowed, so i asked her categorically "does it say SLOTS only in front of you", i.e. i was checking to see that she wasnt just inferring it was slots only and she replied "YES", i aske if she could check with another member of staff and was told that was she had told me was correct. as i was just about to launch into a fruitless discussion i gave up because i seen this in the T+C's

Errors & Omissions Excepted

so it looks like im stuffed and all my wagering has counted for nothing.

to makes things even better i asked the girl if the same T+C's applied on the bonus on my other account, when i was given this "the T+C's state you can only claim the bonus once" thus you are not entitiled to it.

once again i gave up there as i have already been given the bonus and the girl was about to take it out of my account. yet the T+C's say you can only claim the bonus once, but i took this to mean once per account the email was sent to. i.e. i was sent 2 emails, one for each account and claimed the bonus on each account.

because normally when you are sent a bonus by BR, which you can only claim once per the WHOLE GROUP, it is sent by bellerock and these bonuses can be claimed on any of your accounts aslong as you only claim it the once.whereas if a bonus is account specific and is independent of any other bonus offers you are sent an email for that account.

but i guess again i have been caught out by their little disclaimer

Errors & Omissions Excepted

[blankley]

[QUOTE=scrollock]it just got worse again!!!!




'This offer excludes wagers placed on Craps, Baccarat, Roulette, Progressive Roulette (Roulette Royale), Sicbo, Jacks or Better Power Poker, Jacks or Better Video Poker, 10 Play Jacks or Better Power Poker Power and all forms of BlackJack.'

Any decent casino will stand these terms you were quoted, and I am certain Belle Rock will.






'The decision of the Casino Manager is final and no correspondence will be entered into.'

Not 'the decision of a dopey cs girl'

[spearmaster]

Don't let E & O E fool you. There is a big difference between "All Video Pokers" and "Jacks or Better" - and the terms clearly state Jacks or Better and NO OTHER video poker. This is inexcusable for an operation that has been in business for 10 years - it is certainly not an error nor an omission.

I suggest you PM the BelleRock representative here to ask him to resolve this.

[Vesuvio]

I got a wake-up call at 9am from this lot this morning... as it happens it was useful as I needed to be up & slept through an alarm going off , but please, Bellerock, can you stop the unsolicited 'phone calls? Unless I've won a million dollars or the world's about to be hit by an asteroid I'm sure it can wait until I check my e-mails

[GrandMaster]

I am happy to accept no deposit bonuses of $100 or more at any time.

[scrollock]

to be honest, i know that on issues of allowerd games i am ok and also that i am entitled to both the bonuses.

the thing that riles me, is exactly what this thread is titled "BR Support"

i know for a fact that the girl "invented" the slots only term,i think she was getting confused with the sign-up bonus, but i didnt fly off at a whim and come over here with my complaint i done 2 things

asked her categorically "does it say that in front of you for the BR auction promotion that its slots only?" the answer was yes.

i then asked her "can you refer this to someone else", i was told something along the lines that she was right and she wouldnt check.

both of these are very bad CS failings

while i am on this thread i would like to point out to other people especially those who are either new to this site or are not regular users, but bellerock is one of the biggest and most trustworty casinos sites on the net, their honesty is not under scrutiny here as it is impeccable, HOWEVER their CS is, because for the size and reputation of this group & hence the title of this thread.

[bellerock]

Hi Scrollock,

I commend you on your well thought out, and well worded post, and I thank you for the valuable input. I will certainly be bringing this to the attention of the CSC. As far as the T&Cs go, and the games that are allowed, I will look into this and give you feedback shortly.

Best regards,

Belle Rock

[chrissywaddle]

Well I have joined today and unfortunately I have only joined to have a whinge. I do hope that in my time I can be more positive than I will be now but----

Gaming Club have a Monday Bonus going on, now I checked all my emails from them and not one of them had my account number on. I emailed supports @ 9.15 am for my account number, explaining I wanted to participate in the monday promo.
I received on TUESDAY, a request for my name, address etc etc so they could find. It was received @ 9.08am and replied back at 9.40am.
I emailed them on Thurs, Friday and today BEGGING them to reply but to no avail.

This has got to be the toilet of customer care. I dont hold out being able to do the Monday promo tomorrow as they are just incompetent in there actions. I will probably phone them but why does it take them 7 days for a reply.