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.

 

[The Dude]

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 [email protected]. 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.

 

[The Dude]

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?

 

[The Dude]

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

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.

 

[bellerock]

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

 

[GOCC]

Just like to say tanks to Belle Rock for responding back and getting my problem resolved.

Thanks again

 

[schankwart]

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.

 

[RobWin]

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

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

How was the issue resolved ?

 

[555YY]

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

How was the issue resolved ?

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

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

 

[555YY]

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

 

[scrollock]

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.

 

[Vesuvio]

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.

Now you just have to wait until they return the cash-in to your balance for no rhyme or reason 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...

 

[schankwart]

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.

 

[largeeyes]

It is painful to watch such a good company just wallow like this. It's one of those moments where you just want to offer your services to go over there and fix things.

 

[samoas]

Reluctantly saying this....

I have to agree with the above post. Don't know what happened to their support, especially in the last week regarding e-mails, but there is definitely too much miscommunication amongst the CS staff. I have defended them before but I can empathize with the frustration of those who have posted their problems.

I had a $20 neteller purchase time-out late Thursday w/ Jackpot City. Fired off an e-mail. Never heard anything. I attempted to call, but was disconnected twice. Contacted them via live chat & was assured the credit would be posted in 3 hours. It wasn't posted until today. What was goofy is that I sent two additional e-mails to question when the credit was to be applied. By Saturday received one stating that nothing could be done over the weekend & it was suggested that I contact them in 72 hours to try to resolve my issue.

I was also told via Live Chat support that my purchase would be applied to the bonus I was entitled to. The bonus was $20 short. I give up. Too time consuming & feel like I am running in circles.

I really have been holding out hope they get their act together. I believe Bellerock is an honest organization, but their demise will be poor CS standards if this keeps up. Please get your act together Bellerock, please?

 

[paul02085]

If i managed the CS there and saw these public postings about how bad it is I guarantee you it would get fixed immediately. Online casino management can really be bad.

 

[Vesuvio]

What I don't understand is that they claim to be aware of the serious problems with CS and yet insist on introducing complicated bonus schemes and the infuriating download "helper" and "bellerock buddy".

Most of their bonuses at present are only supposed to be given a week or as much as two weeks after you play, which is bound to lead to a large number of e-mails, especially as they usually don't credit the bonus after the allotted time is up. Then they've got the sign-up where they're supposed to give a bonus a day for a month.

I found the download helper downloaded the wrong casino recently (River Belle instead of Lucky Nugget) as well as getting stuck on one of the registration screens. Having to enter details before you've run the software means you can't check if you've opened an account with them before - previously you could see if the casino remembered your details (vital for anyone who's played too many on-line casinos! though I suppose you can always hunt in the registry).

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.

Are you sure it's not "shrinking pains" instead? I've always assumed one of the reasons casinos organise themselves in large groups is to reduce the overall number of support staff by combining all the operations.

 

[KasinoKing]

Bellrock may well have absolutely terrible customer support, and although I'm sorry for those players with problems, I really don't give a rats **** because I never have to contact them.

A far far bigger problem is their absolutely terrible bonus program for existing players!

I joined at least 2 or 3 of their casino's years ago (I can't even remember which ones!) but have never played again due to the total lack of decent on-going incentives to existing players.

They waste loads of time & effort producing and mailing everyone their crap 'Cool Hand' magazine - yeah, really interesting <yawn>, but put little or no effort into keeping their customers.

So come on WAKE UP Bellrock! Instead of just giving great bonus offers to entice new players (which often end up with problems & disputes), give your existing members a really good reason to come back time after time. Like 32RED for example - their bonus is only a pathetic $32 a month, but that's still enough to get myself & probably hundreds of others going back there time after time!

Get yourself a core of returning players, treat them right, and you'll hardly need any support staff because there simply wont be so many problems!

You know it makes sense!
.

 

[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.