Belle Rock - really bad

[IggyWH]

I had a similar experience with RB a couple of days ago. I was itching to play some Thunderstruck so I opened up RB client. The casino page popped up and said if I made $100 deposit, I was eligible for a $100 bonus. So I deposited $100, filled out the bonus claim form, and then deposited another $150 (I wanted $250 to play some slots).

About 45 minutes later, I get an email from them saying I can't claim the promotion because it ended a month ago. I say BS, the site said June 21st - June 25th and gave them the promo reference code. They email me back pretty much calling me a liar saying I was never sent that promo and to forward them the email to prove it.

As I said it was on the main page when I opened the client, so I couldn't email it to them. I did send a URL link to the page that showed to me.

A day goes by and I get no reply. I email them back for the status and they tell me that the promotion department is out for the day and that I was sent an email telling me this earlier. I never got such an email and I have faith in my service provider that it wasn't "lost" somehow. For the nest 2 days I email them for status and I get no answer.

On a happy note, today I logged into my RB account and they had given me a $200 bonus... must have been hush money I had fun with it trying out those new Golden Goose slots but gave the money back to them pretty quick.

 

[bellerock]

Hi All,

Hotzenith-
Sorry for the delay in getting back to you. Unfortunately we are having problems verifying the documents that you sent us and their validity is in question. Because of this the process obviously takes a lot longer as we would like to cover all the basis.

Mikekloeg-
What? I don't understand your post. Please can you clarify it.

IggyWH -
This kind of thing is what we are striving to correct. Please PM your account details to me so that I can find out what was going on. Please also send me the emails that you received from the CSC regarding the promo, most specifically the one requesting you to send the email to prove it.

Best regards,

Belle Rock

 

[mikekloeg]

long story

i still have the emails
idd i wanna depost some cash
butt bifor i deposit i needed some info about a bonus
there never ever respons to any email that i send

somthimes it get bounced for what?
new multiplay casino seems very good
lots of fun treu

register there got som help from the life support
got a lady that helps my ATT angela?
she offering my too help good

butt after the last 2 emails still olso no respons
man too many diffecult bicos i life on the border nederlands belguim
there keep closing my when i try to open a idd even

i can still login in the multi casino
butt still not a single replay back
that i can depost my money bicos there saying

this is 10 days ago i think

can i play ? or not close it then or email

I have been personally ask by casino management to contact you today with regards to the problem you are experiencing logging into the Riverbelle Multi-player casino. We apologize for the delay and any inconveniences caused in having this matter resolved.

Mike the error ref 108 indicates that you already have an alias registered on the prima network. This alias (mikekloeg) was created when you first opened a casino/poker account with Riverbelle in February 2005. This account was created but never played on which could be why it was over looked.

We received your email and are glad that you have managed to log into the casino now, however we picked up on your account that your have a dutch email address. Should you reside in Holland, please be advised that according to legislation you will not be allowed to play at the casino and your account will be closed once reviewed by our Operation Department.

Mike we sincerely hope this would not be the case as we would love to have you as a player at the Riverbelle Casino.

Should you have any further problems please do not hesitate to contact me Monday to Friday or send me an email to support@bellerockgaming.com with ATT Angela in the subject line. I will coninue to monitor your account and expect to hear from me soon just to see how you doing




when i play other microgamings i never had any trouble except the bellerock
why?

idd a risk for u that i play on the border?
if u depost via visa .........the nederlands can get my
i depost only netteler never had a problem in 7 years

 

[thelawnet]

I had a similar experience with RB a couple of days ago. I was itching to play some Thunderstruck so I opened up RB client. The casino page popped up and said if I made $100 deposit, I was eligible for a $100 bonus. So I deposited $100, filled out the bonus claim form, and then deposited another $150 (I wanted $250 to play some slots).

About 45 minutes later, I get an email from them saying I can't claim the promotion because it ended a month ago. I say BS, the site said June 21st - June 25th and gave them the promo reference code. They email me back pretty much calling me a liar saying I was never sent that promo and to forward them the email to prove it.

As I said it was on the main page when I opened the client, so I couldn't email it to them. I did send a URL link to the page that showed to me.

A day goes by and I get no reply. I email them back for the status and they tell me that the promotion department is out for the day and that I was sent an email telling me this earlier. I never got such an email and I have faith in my service provider that it wasn't "lost" somehow. For the nest 2 days I email them for status and I get no answer.

On a happy note, today I logged into my RB account and they had given me a $200 bonus... must have been hush money I had fun with it trying out those new Golden Goose slots but gave the money back to them pretty quick.

yep, this is not an isolated thing. Their service is consistently and repeatedly clueless.

I posted here a couple of months back about my struggle trying to get them to understand what I was telling them, and I also had a problem with the happy mondays promotion.

I emailed to ask them why i hadn't received the bonus, and they said it was because I had claimed the signup bonus on that deposit. er no I didn't

So I called and asked them and they then told me that I hadn't signed up for Happy Mondays but some other promotion that I had never heard of.

No, I said, I definitely signed up for happy mondays, it's here on riverbelle.co.uk

CS: No, there is no Happy Mondays promotion, I am looking at the site now.

Me: I am on the UK site, maybe you need to check there?

CS: We can see the same thing as you, and there's nothing.

Me: OK, well maybe I can read the URL to you.

CS: painstakingly types in URL: no, still no Happy Mondays promotion

Eventually I ended up emailing a screenshot of their web page to them and all was resolved.

But not much fun dealing with Belle Rock customer support :-(

 

[bellerock]

Mikekloeg - Thanks for the explanation. I will follow up with Angela to make sure any issues are resolved.

Thelawnet - These are the problems that we are addressing. I am sure that the level of service is and will be improving all the time. What you have described here makes me cringe, however it can be easily addressed with the right training and product knowledge.

Best regards,

Belle Rock

 

[Dewberry]

I'm having problems with Belle Rock too. Got an email from Belle Rock offering 100 credits for 50 credits wagered at a certain account number between the 17 and 23 of June.

Deposited $50 and wagered it all.

Sent in claim and received an email stating it was received and if all is well, my account would be credited 72 hours after the close of the offer.

Time passed and there was nothing in my Jackpot City account so I emailed. Took ages for an answer but I did receive an email from Jackpot Factory stating there was a promotional error, sorry for the delay, and my acct would be credited within 24 to 48 hours.

Again nothing.

Waited past the 48 hours and emailed them yesterday. Still waiting for a response.

 

[samoas]

Belle Rock support

Hi everyone! Been reading this board for a long time yet never posted.

I had e-mailed Belle Rock support this morning to ask a question and was pleasantly surprised I received a reply in about an hour. Even dropped them a line to say how surprised and impressed I was. They responded immediately with a "Thank You" reply. It was odd. lol I do hope that type of CS continues.

I have played with Jackpot City for quite awhile now and must say that if I ever had an issue, I write an e-mail. If I did not receive a timely response (which has happend) I call support. Why don't you make that your first option instead of e-mail. Customer Service has always been receptive and helpful in my situations. JMO

Did I just get lucky? Well, maybe, but I think Bellerock gaming offers some of the best promotions among many casinos on the internet. I have played at many & find myself always going back.

Just my two cents.
Christine

*edited for spelling

 

[pijak]

BelleRock, the bit about CSRs not looking at the UK site for promo information has happened to me about 2/3 times, so it's probably something you should address, although I've never had anyone just flatly refuse to accept that they're looking at the wrong site till I mail them a screenshot!

 

[tim5ny]

You should be checking ID on deposits
Deposit--->lose you dont care where the cash came from
Deposit--->win any excuse to delay payment or even refuse payment

Thank you!! I have been saying the same thing forever!

 

[IggyWH]

I have played with Jackpot City for quite awhile now and must say that if I ever had an issue, I write an e-mail. If I did not receive a timely response (which has happend) I call support. Why don't you make that your first option instead of e-mail.

I personally can't speak for everyone, but I always try to use email for a couple reasons :

1)I have the hardest time understanding accents. I once had to call the UK and figured I'd be money since they speak English and I still couldn't understand anything the woman was saying to me. My boss is Thai and I never understand him when he asks me to do something... I just pray I'm doing what he asked of me.

2)When you email and get an email back, you have solid proof if there's any issues in the future. With a phone call, it's just your word against another and they'll never believe you in that situation.

 

[bellerock]

Hi All,

IggyWH - Thank you for the email, I will follow up on this and the way the agents communicated with you. This type of feedback is great for us to use a training tool to continually improve our service.

Pijak - Agreed! We need to make sure that the agents are well trained and have a high level of product knowledge and these problems will be avoided.

Somoas - I am glad you have had a great experience with our CSC, and thanks for the vote of confidence.

Best regards,

Belle Rock

 

[bellerock]

Sorry, nearly missed you Dewberry Please can you PM your details to me and I will follow up on this.

Best regards,

Belle Rock