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.
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.
