Absolute TERRIBLE Bellerock support!

[555YY]

While Bellerock have been blasted in the past for slow/unresponsive support, I had no clue how bad they TRUELY were. I have just gotten off the phone after a very frustrated conversation with support. From business perspective, I think it's clear illustrated example of how NOT to conduct personable customer support. Now I consider myself a rather calm person by nature, but the sheer audacity of the cs support manager "Josh" was bordering on unbelievable!

The issue was a rather minor one in my eyes initially, I made a cashin request for a deposit made WITHOUT taking a promotional offer, this cashin was subsequently denied several times. The reason I was given was several deposits prior I took a promotional offer of which the wagerin requirement was NOT completed. However, since I have busted out and lost my entire balance+ bonus on that particular promotion, the zeroing out effect should have rendered that particular promotional wagering requirement null and void.

The initial cs support personnel I spoke to agreed, he stated however at that particular time (7/13/05), he was having trouble accessing the server database to verify that I have indeed busted out on that promotion. He stated that he would reply back to me within 24 hours by way of email, however, I did NOT receive the any sort of follow up email from him.

I called back today after my cashin was again denied. Again, I was given the same run-around regarding their inability to access the server for my personal play log, apparently 1 full week was NOT ENOUGH TIME for them to finish their "maintenance" on their server. Frustrated, I asked to speak the support manager in charge in hopes of rectifying the situation. I spoke to "Josh" (who refused to give me any other identification). During the conversation, he became quite abrasive and rude. Here's a few illustrated examples:

-He LIED to me bold-faced stating that the initial customer rep had told me on the phone that I have NOT zeroed out on the promotion, when I asked him to play back the initial phone conversation to verify this, he changed his story and stated that he hasn't even listened to the conversation yet. I then asked him how he can then accurately know what the initial support rep has told me, he had no answer and immediately changed subject.

-He refused me access to my own personal playlogs and wager logs

-He refused me access to my own recorded phone conversation I had with the initial customer rep, saying that stored conversation is for bellerock only (apparently the client has no right to his own recorded phone call) and stated the only way I can obtain the recorded phone call was through a court of law

-He condescendingly asked me if I knew what a machine called "computer" is and what "internet access" is

-He refused to give me any details regarding his full name, support ID, his job title or any other support identifications

-When I asked how I can resolve this, since I cannot access my own playlogs, cannot access my own recorded phone calls as proof, his response is basically "well, we at bellerock can do whatever we want"

-When I asked to speak to his boss, he stated that he answered to 3 bosses and NONE of them is in currently. I asked him when they will be back, he initially stated 8 hours, then changed to 16 hours. His exact quote is, "it doesn't matter, I can GURANTEE you will not be speaking to ANY of them"

These are just some sample tidbits from the conversation I remembered, "Josh" was far ruder that anyone I have ever expected to become a customer support representative manager (albeit in South Africa). Since both calls were recorded by Bellerock, these allegations are easily verifiable. Now the cashin amount is relatively trivial, only 100$ usd or so, but the amount of UN-SERVICE provided by their support, have totally soured my entire experience with bellerock gaming. I sincerely hope that their support will improve, b/c I can't see anyone being satisfied at the level that they currently are at. I know for one I will not be returning, they can keep that 100$ and I hope it's worth driving off potential customers and once again shooting themselves in the foot when it comes to providing healthy public relations.

[Casinomeister]

Which one of the Bellerock casinos are you referring to?

When I asked to speak to his boss, he stated that he answered to 3 bosses and NONE of them is in currently. I asked him when they will be back, he initially stated 8 hours, then changed to 16 hours. His exact quote is, "it doesn't matter, I can GURANTEE you will not be speaking to ANY of them"

Please do me a favor - call "Josh" back up and tell him he needs to contact me ASAP bryan@casinomeister.com. You can point him to this thread. Thanks!

[Vesuvio]

Sounds about par for the course. Lots of people have had trouble withdrawing after meeting all the wagering requirements. No-one can be quite so incompetent, so I'm sure they just keep reversing withdrawals in the hope that eventually you'll give up.

River Belle have a weekly promotion at the moment where even if you fulfill the requirements to receive the "guaranteed" bonus and fill in the on-line form it's a complete lottery if you'll receive it or not (and when). Again, it's hard to believe it's not a deliberate policy of the casino management - it would take too much effort to find and hire CS staff who were naturally as unhelpful!

[Bruce Hamilton]

You might also want to copy and paste the original post and pm it to bellerock. The person on the other end of that name might not have clout with CS, but would be able to pass it on to someone who does.

[Casinomeister]

You might also want to copy and paste the original post and pm it to bellerock. The person on the other end of that name might not have clout with CS, but would be able to pass it on to someone who does.

Everyone who needs to be contacted has been contacted on this one

[strollen]

Again, it's hard to believe it's not a deliberate policy of the casino management - it would take too much effort to find and hire CS staff who were naturally as unhelpful!

Generally, I find the casino support folks to be polite, but all too often incompetent. Still I think a part of the training for these guys must be watching the David Spade Capital One commercials... The ones where David finds inventive ways of saying NO to people trying to use frequent flyer miles.

Personally, I have so much trouble with Casino not giving me credit for busting out of a bonus, that I go to great lengths to gamble away the last $1.50 in my casino account just to avoid this hassle.

[555YY]

thanks for the offer of help meister. however i'm in no mood to speak with "josh" on the phone anytime soon again. honestly if it was the money, i would've contacted bellerock rep here via pm. the more important issue here i feel is how they treat their customers. that's why i created this thread, so others can be aware. 100$ is not worth more headaches and heartburns. i have already unsubcribed my gaming club casino account.

if bellerock credit me back the cashin, fine. if the customer support dept decided to use the money to start a fire while dancing naked in a circle, fine also. hell, if bellerock would upgrade their customer support, i'll gladly donate the entire amount to the effort. but i'm done with this matter either way, cheers!

[jonevegas]

I hate to speak negatively about Bellerock they used to be my favorite, but the only time I got any support or answers where when I posted my problems or I should say unanswered support questions so I closed my accounts with them for a lack of service, it is really a shame that a group this big cant or wont keep up with the required service for their customer base.

[GOCC]

Part of my reason for joining the forum was to post on this thread.
I signed up to RiverBelle on there £10 a day for 30 days sign up. Now I have actually lost £300 to them already and I am currently logging in once a day as required to get my bonus.
For the last 2 days, the bonus has not been credited. I have emailed support and no answer. I tried their live chat and no one replies.
I even had a live chat yesterday at 14,08 where I asked the question and at 14.10 "Wayne" replied with BYE! and that was it.

Truly shocking support for such a large casino

[Mr. Mel B]

These are just some sample tidbits from the conversation I remembered, "Josh" was far ruder that anyone I have ever expected to become a customer support representative manager (albeit in South Africa).

Are you trying to say people in south africa does not know anything about customer service?