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Absolute TERRIBLE Bellerock support!

Discussion in 'Online Casino and Poker Complaints - old section' started by 555YY, Jul 18, 2005.

    Jul 18, 2005
  1. 555YY

    555YY Dormant account

    Occupation:
    "":".."|
    Location:
    PA
    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.
     
  2. Jul 18, 2005
  3. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Which one of the Bellerock casinos are you referring to?

    Please do me a favor - call "Josh" back up and tell him he needs to contact me ASAP This email is not visible to you.. You can point him to this thread. Thanks!
     
  4. Jul 18, 2005
  5. Vesuvio

    Vesuvio Dormant account

    Location:
    UK
    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!
     
  6. Jul 18, 2005
  7. Bruce Hamilton

    Bruce Hamilton Dormant account

    Occupation:
    What's a job?
    Location:
    USA
    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.
     
  8. Jul 18, 2005
  9. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Everyone who needs to be contacted has been contacted on this one :D
     
  10. Jul 19, 2005
  11. strollen

    strollen Dormant account

    Occupation:
    retired
    Location:
    Hawaii
    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.
     
  12. Jul 19, 2005
  13. 555YY

    555YY Dormant account

    Occupation:
    "":".."|
    Location:
    PA
    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! :D
     
  14. Jul 19, 2005
  15. jonevegas

    jonevegas Dormant account

    Occupation:
    Compulsive Gambler
    Location:
    Gods Country Canada
    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. :confused:
     
  16. Jul 19, 2005
  17. GOCC

    GOCC Banned User - violation of <a href="http://www.cas

    Occupation:
    Housewife
    Location:
    UK
    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
     
  18. Jul 19, 2005
  19. Mr. Mel B

    Mr. Mel B Dormant account

    Occupation:
    Risk Analyst
    Location:
    Deep dark Africa!!
    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?
     
  20. Jul 19, 2005
  21. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    They are going through some growing pains which are excrutiating. I have voiced my concerns in person, and they are doing their upmost to improve. Unfortunately it's a slow process. What appears as incompetence or sloppiness is simply overworked and undertrained staff. Training groups of new staff personel is not easy.

    Even so, rude staff is unexcusable. "Bellrock" is away for a few days, but this will be dealt with before he gets back by someone else, or upon his return I assure you.
     
  22. Jul 20, 2005
  23. bellerock

    bellerock Casino Representative

    Occupation:
    CSR Supervisor
    Location:
    South Africa
    Hi Ezc3m,

    I have sent a PM to you requesting your account details so that I can investigate this further. As mentioned by CM I am away until Monday but I will follow up on this as much as I can in the interim anyway, and hopefully have some feedback shortly.

    Best regards,

    Belle Rock
     
  24. Jul 25, 2005
  25. GOCC

    GOCC Banned User - violation of <a href="http://www.cas

    Occupation:
    Housewife
    Location:
    UK
    Just like to say tanks to Belle Rock for responding back and getting my problem resolved.

    Thanks again
     
  26. Jul 27, 2005
  27. schankwart

    schankwart Banned User - violation of <a href="http://www.ca

    Occupation:
    Secret Agent
    Location:
    Colony Gamma
    I would also like to thank member Bellerock for his assistance with my matter, that has been perfectly corrected after his intervention.

    They have assigned me a personal host for their Casinos and I am looking forward to hopefully be able to build the good relationship with them again, if they are able to perform their "old" standards that made me being a loyal player there a while ago.

    I will follow the upcoming developments at their group but from my recent experience it seems as if they are back on track.
     
  28. Jul 29, 2005
  29. RobWin

    RobWin closed account

    Occupation:
    Who knows?
    Location:
    A Vault!

    Still NO Feedback on Ezc3m's issue eight days after your last post ?

    How was the issue resolved ?

    :confused:
     
  30. Aug 1, 2005
  31. 555YY

    555YY Dormant account

    Occupation:
    "":".."|
    Location:
    PA
    hi rob,

    to his credit bellerock did contact me immediately after posting via pm and apologized, i gave him my info but chose to stick to my guns regarding no more further personal patronage upon bellerock casinos. i can put up with a lot of minor annoyances while playing online, such as late payouts and retroactive terms, but i absolutely draw the line at rude and harassing support. personally, i think the only way to convince an establishment like bellerock to revise their support policy is to be able to put your foot down.

    i mean, probs with bellerock support pop up frequently on these forums, but usually it's followed by a problem resolved/thank you post, and everyone just somehow assumes the problem has went away. but internally nothing has changed, the support is still as inefficient and slow as ever. and we just keep on going assuming everything's kosher. until the next week when another support complaint arises. all the while people who never discovers these boards will keep on getting screwed over by unresponsive support. if bellerock finally realizes that they will actually LOSE customers due to these problems maybe they will FINALLy address the ROOT of the problem... then again maybe i'm being too idealistic :D

    anyways, my cell did log several incoming calls the last few days which i suspect was from bellerock. unfortunately i wasn't available at the time. but i do appreciate the efforts put forth by the meister and bellerock rep here :thumbsup:
     
  32. Aug 1, 2005
  33. 555YY

    555YY Dormant account

    Occupation:
    "":".."|
    Location:
    PA
    btw, let me add that the isse with cashing out my own personal funds that i deposited and played WITHOUT a bonus has been resolved

    the previous post was referring to their customer support problems
     
  34. Aug 2, 2005
  35. scrollock

    scrollock Senior Member

    Occupation:
    google
    Location:
    boro, uk
    i think BR are starting to get on top of things, recently i had a lot problems with them, but they have all been resolved, thankfully.

    my main problems seem to come from the fact that i usually keep a balance in my BR account, i then unwiitingly sometimes end with promos credits in my account, other times i have played for bonuses knowingly but like to play over several sessions. either way a phonecall to CS is usually called for, something that should take no more than a few minutes, where T+C's and WR's are confirmed & CS then verifies that you have met them/not met them.

    anyway, usually when you ring up, you are given the wrong info, CS are completly clueless, then you are put on hold while you dispute the response you are given, the whole process then takes 1/2 hour, the end result usually being that you are not better informed than you were before you rang up.

    for this reason i have not played at BR for a few weeks now, as i thought i really cant be arsed with the hassle, especially as i had a large bankroll in there that i had not withdrawn.

    but they had a bellrock slot promo on yesterday, which i fancied playing as i have recently got addicted to slots (despite vowing never to play them!!!) i phoned CS to check if i was OK to withdraw some of my funds, and lo and behold, the girl checked my account and was able to give me a unequivable yes within a couple of minutes without the canned response and fanny excuses that they have given in the past.

    my take on things is that they have had some CS reps who havent been trained but are finally learning their job.
     
  36. Aug 2, 2005
  37. Vesuvio

    Vesuvio Dormant account

    Location:
    UK
    Now you just have to wait until they return the cash-in to your balance for no rhyme or reason :D Dealing with them recently I'm beginning to think they might have instituted some sort of aggressive incentive programme for their staff, so their wages are based on profits. They might just try reversing balances to make their figures look better for a particular period, or in the hope that the player will go on and lose some or all of the money. It'd also explain the phone calls. Just a theory... :rolleyes:
     
  38. Aug 9, 2005
  39. schankwart

    schankwart Banned User - violation of <a href="http://www.ca

    Occupation:
    Secret Agent
    Location:
    Colony Gamma
    It is not about an important issue this time... But Bellerock's customer service keeps ignoring (my) emails.

    I believe to be seriously done with their joints now. I can not believe what management it takes to ruin such an ex-great company.

    Sad.
     

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