Accounts locked at bellerock

[Tiltberg]

My accounts at Lucky Nugget and The Gaming Club has been closed. The story goes like this: I made a withdrawal and then I got an e-mail that said I should send in a copy of my driving licence and a copy of a bill that showed my adress and then I would fill in a form and send to verifyme@bellerockentertainment.com. I sent those documents and one day later I recieved an e-mail that my account would remain closed and that was their final decision. They would send me back my deposits of 100 though. That was all informantion given in the e-mail.

I got really upset, because they took my winnings of about 350 away from me. I have talked to different persons on the bellerock-support, but noone can tell me why they have done this to me. All they can say is that my account is considered high risk. I can assure that I havent done anything wrong and I am very sad for losing my money. I find it very odd that I cant even get an explanation why my account has been closed.

I have sent a message to bellerock here at the forum about this, but I dont know when he will be able to answer that. So I hope I can get some help from you other also. What can I do? Why do they do this to me? Not even an explaination. Its just makes me so sad. My largest winning ever taken away from me..

Please help me!

 

[GrandMaster]

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[Tiltberg]

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I just fill in this form and they help me? Thanks a lot for the link! Really appreciate it!

 

[Vesuvio]

Unfortunately Bellerock seem to think it's ok to take winnings away without providing a reason (or evidence)... and eCOGRA agree with them. In any case, you should go through the motions and and fill in the eCOGRA form (the one good thing about them is they respond quickly). If that doesn't work try pitching a bitch here: https://www.casinomeister.com/player-arbitration-pab/ If everything's in order there's a good chance Bryan can help.

 

[Tiltberg]

Unfortunately Bellerock seem to think it's ok to take winnings away without providing a reason (or evidence)... and eCOGRA agree with them. In any case, you should go through the motions and and fill in the eCOGRA form (the one good thing about them is they respond quickly). If that doesn't work try pitching a bitch here: https://www.casinomeister.com/player-arbitration-pab/ If everything's in order there's a good chance Bryan can help.

Thanks! It says at eCOGRA that it must be two weeks since the incident so I guess Ill just have to wait before they can help me. Im really unhappy right now and it feels like I never want to play poker or casinogames ever again. Will not be able to trust anyone after this.

Do you know if I can take any actions today?

 

[Vesuvio]

Thanks! It says at eCOGRA that it must be two weeks since the incident

Something to add to the constructive criticism of eCOGRA It should either be two weeks or until the casino have given their "final decision" on an issue.

There's not much to do except try and contact the rep...

 

[Tiltberg]

After contacting bellerock at this forum, my account has been unlocked and I will get my money back. Guess I just was unlucky getting my accounts locked.

Lots of cred to bellerock rep for helping me sort this out very fast!

Ill get back here and close this thread as soon as my winnings are payed out.

 

[ereasonere]

After contacting bellerock at this forum, my account has been unlocked and I will get my money back. Guess I just was unlucky getting my accounts locked.

Lots of cred to bellerock rep for helping me sort this out very fast!

Ill get back here and close this thread as soon as my winnings are payed out.

This is strange, I'm going through the same situation with Bellerock. They are telling me that they will NOT reopen my account though and have stolen over 1000 from me.

 

[hbears341]

This is yet another example of why I will no longer support any Belle Rock Casinos.

 

[lots0]

I have been a big supporter of Belle rock, in the past, but lately I keep seeing a lot of things going on at Belle Rock that make me shake my head in dismay.

 

[AussieDave]

I'll admit belle rock do some stupid things, though, accounts just don't get locked without any reason.

The account that Tiltberg had locked is now open, so obviously whatever the issue was it got sorted out..

John the belle rock group rep here, is one of the most approachable guys I've dealt with. He's quick and when I have any issue he’s kept me updated on a daily basis.

Obviously we have not got the full details of why ereasonere's account was locked and why it is remaining locked.

Charge backs, multiple accounts, accounts opened under different names using the same IP, the list goes on.

Granted some casinos are overly paranoid, rightly so in some cases, the number of frauds (attempted or otherwise) on a daily basis may spell out why casino lock accounts. If everything is legit after further investigation then the account is re-opened, if not it remains locked.

What gets me though, it seems most are hell bent on kicking the casino (which ever one this maybe) for protecting its a$$, they seem to forget about account fraud and the possibility that no every poster who comes here crying wolf is actually posing all the facts.

I just find it bizarre that ereasonere's claims his account is to remain locked for no valid reason, when we have Tiltberg who seems to have gone thru the same issue and that account was re-opened.

IMO there is more to this matter that meets the eye!

 

[Tiltberg]

I havent gotten my winnings back yet so my case is not completely closed, but bellerock rep told me Ill get them in shortly. All I can say is that if you havent done anything wrong, there seem to be a good chance its all sorted out evntually with help from bellerock rep or CM.

 

[henryVIII]

I'll admit belle rock do some stupid things, though, accounts just don't get locked without any reason.

The account that Tiltberg had locked is now open, so obviously whatever the issue was it got sorted out..

John the belle rock group rep here, is one of the most approachable guys I've dealt with. He's quick and when I have any issue hes kept me updated on a daily basis.

Obviously we have not got the full details of why ereasonere's account was locked and why it is remaining locked.

Charge backs, multiple accounts, accounts opened under different names using the same IP, the list goes on.

Granted some casinos are overly paranoid, rightly so in some cases, the number of frauds (attempted or otherwise) on a daily basis may spell out why casino lock accounts. If everything is legit after further investigation then the account is re-opened, if not it remains locked.

What gets me though, it seems most are hell bent on kicking the casino (which ever one this maybe) for protecting its a$$, they seem to forget about account fraud and the possibility that no every poster who comes here crying wolf is actually posing all the facts.

I just find it bizarre that ereasonere's claims his account is to remain locked for no valid reason, when we have Tiltberg who seems to have gone thru the same issue and that account was re-opened.

IMO there is more to this matter that meets the eye!

If you are saying this is the type of behaviour we should just put up with if we play online casinos ... then no wonder you find yourself disagreeing with "most" players.

Can I ask if you are an affiliate for any casino?

 

[AussieDave]

If you are saying this is the type of behaviour we should just put up with if we play online casinos ...

No I didn't say that!

I agree it's unacceptable if legit account holders are having their accounts locked and are being treated in a sub standard manner.

What seems to keep getting overlooked is that online casinos do not have the recourses available to them that B&M casinos do. Having been on both sides of the fence I can tell you that fraud is rampant in this industry and it's getting worse every year.

Are you saying that casinos don't have the right to protect themselves?

Can I ask if you are an affiliate for any casino?

If your mean on the site I use in my sig...No, but I guess you'd already checked that, huh! Yes I do hold an affiliate account with referback; I'd say 99% of other casino webmasters do too. And your point is?

 

[chuchu59]

While I agree that casinos have to protect themselves, players also have a right to know why their account are locked. If its only suspicion, then the casino needs to tell the players that they are temporarily locking the accounts in the course of an investigation. In my case, they just locked the accounts and only when I posted here and PMed them did they decide to look into what is being wrong.
If I had not done so, the accounts would have been locked permanently because they admitted that they had suspicions and deemed that I was part of a ring of fraudsters. What enrages me most is that I did not even receive an apology and they simply informed me that my accounts had been reopened.

In my book, that's overprotection with total contempt for the players, their customers with a shabby CS team to boot.

 

[AussieDave]

While I agree that casinos have to protect themselves, players also have a right to know why their account are locked.

I agree, but if telling the player leaves the casino open to a security risk I don't see any casino would be letting this info out.

If its only suspicion, then the casino needs to tell the players that they are temporarily locking the accounts in the course of an investigation.

This should be the way these incidents are handled, however, in most cases accross most casinos it is not and that's the BIG problem.

What enrages me most is that I did not even receive an apology and they simply informed me that my accounts had been reopened.

You've got every right to feel upset. In genuine cases where a casino account has been locked by mistake I think the casino should appologise.

I know from first hand experience what it's like and how it feels chuchu59.

For the old timers here I'll say three words Proc Cyber Services...Now they were a total nightmare to deal with & if your account got locked it stayed locked, no matter what!

Thankfully these days things are better, believe me things are better

 

[Tiltberg]

My money has now been paid out so my thread is closed. I went through exactly the same as chuchu59. Lets hope that nobody else has to. If I hadnt got in touch with bellerock rep here I wouldnt had my winnings back.

Its a disgrace I ever got in this situation.
But still Im very thankfull for bellerock helping me out! He has given me the best possible service.

My thread is now closed.

 

[vinylweatherman]

No cred at all.

After contacting bellerock at this forum, my account has been unlocked and I will get my money back. Guess I just was unlucky getting my accounts locked.

Lots of cred to bellerock rep for helping me sort this out very fast!

Ill get back here and close this thread as soon as my winnings are payed out.

No cred at all to BelleRock, only the rep here should be getting any.
BelleRock must have made a mistake if the rep was able to get the accounts unlocked this easily! Had you not known about casinomeister I doubt you would have seen your winnings.
The rep needs to tell us all what went wrong here, and what measures are being put in place to prevent this happening to other innocent players. If they have not addressed the wider issue and are happy that innocent players get treated like this as an "occupational hazard" then they are guilty of taking advantage, the very thing they often accuse players of before locking accounts and confiscating winnings.
Do they want to entertain us with safe and reliable gaming, or declare war. Make your mind up BelleRock!

 

[Tiltberg]

No cred at all to BelleRock, only the rep here should be getting any.
BelleRock must have made a mistake if the rep was able to get the accounts unlocked this easily! Had you not known about casinomeister I doubt you would have seen your winnings.
The rep needs to tell us all what went wrong here, and what measures are being put in place to prevent this happening to other innocent players. If they have not addressed the wider issue and are happy that innocent players get treated like this as an "occupational hazard" then they are guilty of taking advantage, the very thing they often accuse players of before locking accounts and confiscating winnings.
Do they want to entertain us with safe and reliable gaming, or declare war. Make your mind up BelleRock!

Exactly as I wrote, bellerock rep is worth cred. But if I hadnt got in touch with him I hadent gotten my money back. Thats a fact.

 

[twiddles]

How would you feel

How would you all feel if casino's did not take security precautions? How would they pay you legitimate winnings?

They have a massive responsibilty to keep everyone happy and the scum of the online gaming earth out, and make your experience safe.

If you cannot accept that mistakes can be made, and for your protection get in your car and drive to a casino. Remember you are not the only one and they have hundreds of locked accounts to check and filter.

They are not saying you are a crook, they are being thourough and making 110% sure you are who you say you are. Remember they can't see your face, so how do they know you even exist?

 

[handkey]

Bella Rock Group is no as purple as before.

In a word, close players' account without any reason is a very rude service.

 

[steadman]

So, as a new forum user, let me get this right. You play and you lose - thats ok. You play and you win and then have to jump through all the "are you a fraud" hoops? Why are players not checked out when they open their accounts - surely this would be the appropriate action for all these poor companies that are subjected to this apparent rampant fraud. And why was this player in particular made to produce ID documents in an attempt to have his account unlocked, which when produced had no effect whatsoever? Why ask in the first place if the decision to lock the account was already made?

How many later-locked, "fraudulent" accounts where players have lost exist? And are these players refunded seeing as they should not be playing their in the first place.

And perhaps more importantly, how many players, not so aware of forums such as this, have their accounts locked and simply lose their money?

These business practices seem simply obscene.

 

[AussieDave]

These business practices seem simply obscene.

Welcome to the hobby of online gambling or online hop jumping (take your pick)

Seriously though, it's not as bad as it looks.

 

[AussieDave]

One thing I wanted to add that I overlooked.

A few years back I had a number of accounts locked for no reason. I requested a casino manager to contact Proc Cyber Services on my behalf.

It turned out that there was a player from Denmark who had been up to no good, with the same Last name & same birthdate. Even though my IP & other info were identified as coming frmo Australia, all my accounts under PCS where closed.

This turned into a total nightmare and was a royal pain the a## to get all my accounts re-opened.

I'm wondering if this could be the case here too, mistaken identity.

 

[steadman]

Welcome to the hobby of online gambling or online hop jumping (take your pick)

Seriously though, it's not as bad as it looks.

LOL. Thanks.