Absolute TERRIBLE Bellerock support!

[Petunia]

** Ok ok ok, wow! lol I would like to maybe step in here for a bit. South Africans are known for their hospitality (I know, I'm one) BUT often their way of speaking is abrubt sounding or rude-sounding due to their accents, and the way they translate directly from the 'local' language to English. I have run into that myself a few times, and I speak 'American English with the appropriate accent!'. That does NOT excuse them for being disrespectful towards their clients, but I can tell you something else too.... Often when pple write to the boards, they are still steemed, but they 'sort of' think about what and how they want to say things. They often, too, put their own 'spin' on things that would put them in the best light possible. (And rightfully so). Truth is, often too, you ARE shouting and accusing the CS staff, and treating them like it is THEIR fault for the 'daft' things that is happening around your account. Try to consider that the person you are blowing steam off at, probably has NO CLUE what is going on and is now bearing the brunt of your frustration and anger! It IS hard to bite your tongue when someone is calling you a cheat, a liar, a thieve etc, no matter how 'sweet' they sound!
Ok, so now that I got that rant off my chest!
Changes are happening there, and some changes takes longer than others.
Try and understand that it IS a process. I have been playing RB since she 'opened her doors'. She is an old Lady undergoing surgery... It takes time to heal... Me thinks. **

 

[bellerock]

Hi Guys,

We are working on, and with a number of systems to offer creative and exciting products and promos to our players, both new and existing. We have launched the download helper to assist with the speed of the download and registration. We have launched the Buddy as a fantastic way to communicate with our customers and offer them a useful tool at the same time. We have launched the Auction Points, a very exciting way for players to cash in on their play at the Belle Rock brands. We have numerous promos to suit all players. The list is endless and we would be naive to think that these would all work without a glitch every now and then. That said however, we will and do strive to make sure that any problems you have are resolved as quickly and painlessly as possible.

I have been monitoring the CS for the last few months and every email that we receive gets a response. If you do not get a reply then either we did not get the mail, or your Spam filters are blocking the response. We may not always give the right answer, but we do give an answer without fail, and within 90 minutes. If you are not getting our mail check your Spam filters and if necessary contact your ISP to have us cleared to send you mail. As always if your problem persists send me a PM with your details and I will look into it for you.

I am away from the office until next week Monday the 15th, if you PM me, or post and I do not reply it is because I have been unable to get to a PC. Sorry about this but I assure you I will respond as soon as I can.

Best regards,


Belle Rock

 

[chuchu59]

Pooh! Forget about these guys. It will be wasting your breath asking them to improve their CS.It took more than a month for them to send back my account numbers of the bellerock casinos that I simply lost interest and didnt bother to play. Dozens of e-mails and PMs requesting for identification and after receiving these,they say 'oh you didnt send this and that'(they never asked for them initially). Then they phone you(completely inaudible). The whole farce started from mid-April where they had a big promotion and ended on 23 May when I received the account details and the promo had long been ended. This whole process seemed to look like a rogue RTG casino requesting for the faxback form and documents the only difference being that I am not asking for a cashout,only getting back my details to play and deposit at the casino. So the natural conclusion is they do have a lot of rather stupid staff over there who dont have the slightest idea of what the customers want. Bellerock himself alone is unlikely to turn things around.

 

[schankwart]

I sent a couple emails from an email-address where I have already received emails from Bellrock in the past, so it can not be a spamfilter problem.

 

[KasinoKing]

We have numerous promos to suit all players. The list is endless...

Yeah right - my inbox is jam-packed with irresistible offers from the Bellrock group.... NOT!

Look, come on - I'm not expecting you to give money away - I'm not that naive - but at least some 50 - 100% bonuses with sensible WR, even if slots only, would be a step in the right direction...

At least give your existing players something to consider.

15% re-deposit bonus... I think not. You can shove that.
(Just checked out some of your sites - looks like you don't even do those now! Jeeeze you're bad!)

Sorry to be blunt, but I think you need to be more competitive. There's probably thousands of players like me who would love a decent incentive to come & play in your group - where we know we're not going to get ripped-off. But all the time we know that are 100's of other casino's out there with better offers, why should we bother?

 

[schankwart]

But all the time we know that are 100's of other casino's out there with better offers, why should we bother?

...Apparently we DO bother as Bellerock used to be such a great group long ago. -But I am repeating myself.

 

[Vambo]

'but we do give an answer without fail, and within 90 minutes.'

Ive been waiting more than 48 hours for a reply

I cant complain about bonuses as I regularly get 100% 100-200 with 10x playthrough offers and normaly do very well from them

Cashins are normaly speedy too

I avoid emailing/speaking to them as much as possible because CS offer no service to thier customers

 

[slotchik]

Yeah right - my inbox is jam-packed with irresistible offers from the Bellrock group.... NOT!

Look, come on - I'm not expecting you to give money away - I'm not that naive - but at least some 50 - 100% bonuses with sensible WR, even if slots only, would be a step in the right direction...

At least give your existing players something to consider.

15% re-deposit bonus... I think not. You can shove that.
(Just checked out some of your sites - looks like you don't even do those now! Jeeeze you're bad!)

Sorry to be blunt, but I think you need to be more competitive. There's probably thousands of players like me who would love a decent incentive to come & play in your group - where we know we're not going to get ripped-off. But all the time we know that are 100's of other casino's out there with better offers, why should we bother?

or maybe try playing without a bonus every so often. I dont get a bonus when I play in land based...just a free dinner every now and then

 

[Vesuvio]

or maybe try playing without a bonus every so often. I dont get a bonus when I play in land based...just a free dinner every now and then

Actually, KK, just go to the promotions page on their websites and they have some decent offers at the moment like "Happy Mondays" at Gaming Club. Unfortunately the rest of the week/month is less happy as you have to spend it chasing them up to finally get the bonus added to your account, but still...

 

[schankwart]

As a gesture of fairness I would like to report that my last couple emails have been responded on again.
I will see how this story ends and then decide about if I ever want to play with these fellows again or not.

 

[KasinoKing]

Actually, KK, just go to the promotions page on their websites and they have some decent offers at the moment like "Happy Mondays" at Gaming Club. Unfortunately the rest of the week/month is less happy as you have to spend it chasing them up to finally get the bonus added to your account, but still...

Thanks for the tip off!
I will take a look sometime.

So now (according to Vesuvio) BR not only have bad CS, they also don't e-mail their customers with promotions?
We are expected to go looking for them ourselves on their websites?

Blimey, if I had to do that with all the casino's I've ever joined I would never have any time left for gambling!

 

[samoas]

Bellerock Bonus offers

I can only speak on my experiences, KK, but I get decent offers from Bellerock, IMO. This is why I like this group so much. Usually %100 match bonus on varying amounts never less than $100. I don't play strictly for bonus though. I play when the feeling & the wallet warrants it.

Maybe it is based on my level and style of play.

 

[KasinoKing]

I can only speak on my experiences, KK, but I get decent offers from Bellerock, IMO. This is why I like this group so much. Usually %100 match bonus on varying amounts never less than $100. I don't play strictly for bonus though. I play when the feeling & the wallet warrants it.

Maybe it is based on my level and style of play.

Thanks for the feedback
Must be my style of play then. Maybe they just don't like bonus hunters...

Vesuvio,
In the interest of research I just checked each and every website (Riverbelle, Gaming Club, Lucky Nugget, Jackpot City, Aces High, Showdown, Home) and I could find absolutely no bonus offers for existing players at all!
Maybe next time you see an offer you could send me the URL to the page?

It's unlikely I'd even join any I haven't already played either, because all 7 of them are in the bottom 20 out of 85 of my patented MG sign-up bonus rating system!

Never mind, still loads of better MG's I haven't signed up with yet...

 

[Vesuvio]

Vesuvio,
In the interest of research I just checked each and every website (Riverbelle, Gaming Club, Lucky Nugget, Jackpot City, Aces High, Showdown, Home) and I could find absolutely no bonus offers for existing players at all!
Maybe next time you see an offer you could send me the URL to the page?

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:

You do not have permission to view link Log in or register now.

You do not have permission to view link Log in or register now.

(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)

 

[KasinoKing]

(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)

Well spotted, Sherlock!
Yep - I play all bar 3 MG's in good old US of A dollars. (Helps me to stay a mega-low-roller! )
Thanks for the info anyway!

 

[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:

You do not have permission to view link Log in or register now.

You do not have permission to view link Log in or register now.

(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]

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]

7 days and still no reply

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.