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Accounts locked at bellerock

T

Tiltberg

Dormant account
CM Veteran (10yr+)
Joined
Sep 12, 2006
Location
Sweden
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 [email protected]. 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.. :mad:

Please help me!
 
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.
 
Vesuvio said:
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.
Click to expand...

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?
 
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.
 
Tiltberg said:
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.
Click to expand...


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.
 
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.
 
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!
 
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.
 
Trezz said:
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!
Click to expand...

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?
 
henryVIII said:
If you are saying this is the type of behaviour we should just put up with if we play online casinos ...
Click to expand...

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?

henryVIII said:
Can I ask if you are an affiliate for any casino?
Click to expand...

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?
 
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.
 
chuchu59 said:
While I agree that casinos have to protect themselves, players also have a right to know why their account are locked.
Click to expand...

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.

chuchu59 said:
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.
Click to expand...

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.

chuchu59 said:
What enrages me most is that I did not even receive an apology and they simply informed me that my accounts had been reopened.
Click to expand...

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 :D
 
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.
 
No cred at all.

Tiltberg said:
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.
Click to expand...


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!
 
vinylweatherman said:
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!
Click to expand...

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.
 
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?
 
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.
 
Last edited:
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.
 
Proc Cyber

Trezz said:
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.
Click to expand...

If this is how Proc Cyber operate then I expect there are MANY innocent players having trouble. Same last name is hardly a unique identifier, and even with the same birthdate, they should see that the odds are in favour of innocence given that the locations are not just different, but on a different continent!
Given the almost total lack of appeal against such inept decision making, we should expect better.

If the casinos want to stamp out real fraud, they need to act honestly at their end, rather than use fraud as an excuse to make life difficult when they simply "don't like" a particular player.
 
vinylweatherman said:
If this is how Proc Cyber operate then I expect there are MANY innocent players having trouble. Same last name is hardly a unique identifier, and even with the same birthdate, they should see that the odds are in favour of innocence given that the locations are not just different, but on a different continent!
Click to expand...
Those evil Danes. They will even move to the other end of the world just to exploit poor innocent casinos. :)

I wonder if the casinos realize how easy it is to change one's name legally in the UK.
 
BelleRock

There are quite a few things going on at Belle rock. Missing money, double and triple charges ect. Fraud!!!! I have contacted e-cogra and it took them one day to check things out and River Belle one day to look through 300 pages of missapropeted funds. Their conclusion is if you get hacked by someone or a computer problem well lol not our problem.
Blondie8104
 
Lots

Thanks,
Belle Rock is not what it seems. I asked them to lock my accounts because of double and triple withdraws at the same time and they did not. I wrote them faxed them 300 pages of abuse and also to e-cogra and in their so called disclamer they are not responsible for us having our idenity stolen or being hacked.
[email protected]
 
Was your system or computer hacked? They (as in most online casinos) usually state in their terms and conditions that it is your responsibility to ensure that your system is free from viruses, trojans, etc.

http://www.luckynugget.com/casino-terms.asp
2.4. Although we shall take all reasonable measures to ensure that the Software and files are free from computer viruses we cannot and do not guarantee that the Software and files are free of such problems. It is your responsibility to protect your systems and have in place the ability to reinstall any data or programs lost due to a virus.

If a players account is hacked, it's usually pretty easy to figure out if this is really "hacked" or not. Are there withdrawals being made, are games being played (if so which ones and how), what IP addresses are being used? etc. etc.

What exactly happened in your case? You are not making yourself very clear.
 
Evidence

If the hack originated due to BelleRock themselves allowing a leak of your data, then they will not be protected by that term. There has already been a thread critical of Main Street setting passwords to the same value as the user ID when accounts were moved to RTG. While it can be difficult to steal the funds by hacking into an account, it is very easy indeed to gamble away the victim's money, and it may even be possible to deposit more doe to a potential security hole in the banking software mentioned in a Casinomeister webcast in relation to the CCV field not validating properly for card deposits (in effect, the deposit went through even if a random number was typed in).
MG casinos will register and store deposit methods, and deposits need only a password or CCV code to go through.

Playcheck and Cashckeck will provide evidence of what and when. All you need is an alibi to show that you could not possibly have made the deposits due to not being in a position to access the software. It is also possible to examine your PC to determine if any kind of virus keylogger has become installed, and possibly trace who it is sending the data to.
As well as keyloggers, it is now possible to have screenloggers installed by virus backdoors - these can transmit your whole screen view to a criminal over the internet!
 
I decided I would try going back with some of the casinos in the bellerock group after they sent me emails.
Getting hold of Help service in Live Help is almost impossible.
They sent me a list of phone numbers in the email after my withdrawal and the phone number for Australia free call does not work.
If I email them, I get a comformation email that my email has been recieved and that is it, they never send me a reply to my question.
This casino group used to be good very early this year but now I am finding it is impossible to recieve any help from them whatsoever.
Has anybody else had similar issues at all.
I even emailed the rep in here a private message more than 24 hours ago and and have recieved nothing back as yet.
They send me emails out to 3 of my email addresses at least 2 times weekly and none of the mail I have sent to them is coming back as being stopped by a spam filter or anything like that. It is really quite hopeless. I would have though that with what is happening lately with the issues in the USA that online casinos would be working hard to support clients.
 
!

aussiekeith said:
I decided I would try going back with some of the casinos in the bellerock group after they sent me emails.
Getting hold of Help service in Live Help is almost impossible.
They sent me a list of phone numbers in the email after my withdrawal and the phone number for Australia free call does not work.
If I email them, I get a comformation email that my email has been recieved and that is it, they never send me a reply to my question.
This casino group used to be good very early this year but now I am finding it is impossible to recieve any help from them whatsoever.
Has anybody else had similar issues at all.
I even emailed the rep in here a private message more than 24 hours ago and and have recieved nothing back as yet.
They send me emails out to 3 of my email addresses at least 2 times weekly and none of the mail I have sent to them is coming back as being stopped by a spam filter or anything like that. It is really quite hopeless. I would have though that with what is happening lately with the issues in the USA that online casinos would be working hard to support clients.
Click to expand...

Quite, but that does not seem to be happening at the moment, indeed, some groups seem to be giving up altogether, especially the publicly listed companies that thought the US would never get anything past congress that would worry them (fact is they didn't, but the US scare tactics of arresting execs has done the trick!)
 

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