Belle Rock - really bad

[Flu Shot]

I am so aggravated I had to write this. I signed up for Aces High last month, and I lost. A couple days later I deposited 500 and I won, got some luck and went to 5000. No bonus or anything, just some good luck. I tried to cash out. After a week I went inside the software and sent email. No response. Then I go hunting on the website for their email and it is hard to find. I finally find it and my email comes bouncing back. They have the WRONG EMAIL ADDRESS on their home page! Unblievable! It is still there at Aces High. bellerockgamiMg.

Finally I call, which I hate talking to these support people. They say they tried calling me but didnt get through. Well I never received any voice mail messgae from them so who knows. Now they say they need documents. Okay, I send them immediately. Then I get email saying they are closing my account because I only sent a portion of the utility bill. (I just sent the top part that shows my address and the company logo etc.) Okay, I immediately send the entire bill, but don't hear back. Why not? Because they have a different email address in the "reply to" than the address the email came from! Another 2 days wasted!

Are they just trying to jerk the customers around? Or are they really this dumb? After this experience do they really expect me to go back and play there again, even though I had good luck? I just don't get it.

 

[Casinomeister]

Dear Flu Shot,

Welcome to the forum. I'm sorry to hear of your hassles. Have you PMd the CSR supervisor? He is a member of this board.
https://www.casinomeister.com/forums/members/bellerock.110/

I'm sure he can take care of any problems you are having.

 

[Casinomeister]

support@bellerock[COLOR=Red]gamimg[/COLOR].com is the email on the site.

C'mon guys! Even I caught this in about 90 seconds!! Someone needs to do a quick troubleshoot on the HTML

 

[elscrabinda]

Although you should eventually get your money, it is bizarre that a casino like this is acting in such a way. For you to have to waste more than a couple of minutes of your time is absolutely inexcusable. The request of ID is understandable I suppose (although the amount of reputable casinos I've played at who DON'T request it makes me question the sense of it) but to refuse the section you sent originally is ridiculous. I've done this plenty of times with bank statements as the actual transactions are noone's business.

To close your account instead of politely requesting that you resend the document as well is inexcusable.

In your PM to the CSR don't forget to point out that there are now 2 threads on here detailing the sloppy service given by his casino and that there are calls to have it removed from the recommended list here. Unless you get some compensation for your troubles (and ideally existing CM members also get an exclusive promo or something) then I won't be playing at any of these jokes again

 

[scrollock]

I am so aggravated I had to write this. I signed up for Aces High last month, and I lost. A couple days later I deposited 500 and I won, got some luck and went to 5000. No bonus or anything, just some good luck. I tried to cash out. After a week I went inside the software and sent email. No response. Then I go hunting on the website for their email and it is hard to find. I finally find it and my email comes bouncing back. They have the WRONG EMAIL ADDRESS on their home page! Unblievable! It is still there at Aces High. bellerockgamiMg.

Finally I call, which I hate talking to these support people. They say they tried calling me but didnt get through. Well I never received any voice mail messgae from them so who knows. Now they say they need documents. Okay, I send them immediately. Then I get email saying they are closing my account because I only sent a portion of the utility bill. (I just sent the top part that shows my address and the company logo etc.) Okay, I immediately send the entire bill, but don't hear back. Why not? Because they have a different email address in the "reply to" than the address the email came from! Another 2 days wasted!

Are they just trying to jerk the customers around? Or are they really this dumb? After this experience do they really expect me to go back and play there again, even though I had good luck? I just don't get it.

snap!! i had the same experience as related in this thread.

https://www.casinomeister.com/forums/threads/bellerock-casinos.8168/

my particular annoyance, was that i had been a verified customer with them for about a year, yet they suddenly sprung this crap on me for a lousy 50, when i had made withdrawals 10 times the size of this in the past without a problem.

one of the problems, that this group done and is still doing, despite the fact i told them several months ago about it, is that in the email requesting documents its says "reply to this email with your documents enclosed", however the problem is that this is NOT the correct email address tio send your documents into. it was several weeks later i found out i had been sending and resending my ID to the wrong address,cant remember what its is now as i have deleted the email.

but the address you should your documents to is security@carmenmedia.com (i think!) or something similar

but this is not in the emails in which they kept telling me to send the docs to.

even then with the correct address its still took several attempts and a lot of wasted on time till i got my money

they were told about this a few months ago, so why are still sending out this email, the only conclusion that can be drawn from it, since they DO know about it, is that it is a simple delying tactic on their part.

after this i never played there again, considering i had made withdrawals in the past which were in excess of 500, how come all of a sudden did they become all arsey about 50, it does make you wonder, are they in trouble?

 

[elscrabinda]

Well they did give out over 3million in prizes during their birthday month so maybe they're feeling the pinch. Not that I believe them

 

[mikekloeg]

i dont like the river bell casino
emailed to bi sure i dined have a second idd
ect

lol after 4 mails

brb no respons
i only know i aint deposit my money here

realy that support sucks ass
when u running a online casino

man

GR mikekloeg

 

[bellerock]

Hi All,

Flu Shot; thanks for the info regarding the Aces High email address. That mistake has been rectified, and I apologize for any inconvenience caused. As for document requests etc. the agents cannot act outside of their instructions as they do not have the authority to do so. If they require a complete document and they do not receive it their mandate is to request the document again, not to decide that this half a document is adequate. I know that this is often frustrating to the customer but I would rather we erred on the side of caution than paid your funds to an imposter guilty of identity theft. None of this excuses the issues with the email addresses, and again I apologize.

Again, should any of you have unresolved issues with any of our casinos please PM your details to me and I will investigate further.


Best regards,

Belle Rock

 

[Vambo]

I know that this is often frustrating to the customer but I would rather we erred on the side of caution than paid your funds to an imposter guilty of identity theft. None of this excuses the issues with the email addresses, and again I apologize.
Quoted from Bellerock



Why are you bothered about who you pay the money out to as the money goes back to a card or neteller whatever was used to deposit
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

 

[KasinoKing]

Why are you bothered about who you pay the money out to as the money goes back to a card or neteller whatever was used to deposit
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

Bloody good point!
Let's see what BS Bellrock comes back with on that one.

(If the BS about needing a FULL copy of a bank statement wasn't smelly enough!).

 

[Vambo]

I wish someone would steal my identity and deposit cash in my bank and neteller accounts

 

[elscrabinda]

What kind of a half arsed apology is that? The issue is not with the email address it is with not treating the customers with the respect they deserve. The email address is only one sympton of their disregard to customers.

The real issue is why was Flu Shot not politely and quickly told about the ID request. If someone makes a legitimate mistake (after all NO casino I've ever played at have ever requested full bank statements) then they should not have their account locked they should be given every opportunity to resend the full details. All this should happen quickly and politely neither of which was the case

 

[Flu Shot]

It was a utility bill, not bank statement... but even so! How about...

They never sent an email telling me about this.
They never responded to emails I sent.
They claimed they called me but never left a message.
They have a different email address in the "reply to" so the documents get sent to the wrong place.

 

[Vambo]

What kind of a half arsed apology is that? The issue is not with the email address it is with not treating the customers with the respect they deserve. The email address is only one sympton of their disregard to customers.

The real issue is why was Flu Shot not politely and quickly told about the ID request. If someone makes a legitimate mistake (after all NO casino I've ever played at have ever requested full bank statements) then they should not have their account locked they should be given every opportunity to resend the full details. All this should happen quickly and politely neither of which was the case

No the real issue is they shouldnt wait until somebody wins to request ID as that defeats the purpose of fraud prevention
If they want ID ask for it before accepting the first deposit so they should shut up and pay up and provide a public apology to Flu

Ive been using bellerock casinos for around 14 months and have NEVER been asked for ID even when withdrawing a couple of thousand(GBP)
Ive just looked in the mirror and relieved to find it was me that withdrew my money to my account so no worries about fraud there although I cant confirm it was me who deposited

 

[KasinoKing]

Ive just looked in the mirror and relieved to find it was me that withdrew my money to my account so no worries about fraud there although I cant confirm it was me who deposited

 

[hotzenith]

bellerock-good at ignoring players

well, this is my first posting here, and unfortunately its a negative one. Ive had many good experiences at online casinos, but I am fed up with BelleRock. I have been waiting on a withdrawal for two weeks. My account with Riverbelle was locked, and I received an email requesting ID verification AND a sort of fax back form that i had to sign and date. I sent ALL of these the same day I received the request, and have not heard a peep from them since. (the account remains locked) I found 'bellerock' on here by doing some googling, and have sent him/her several pm's with only one response 'im looking into it, and will get back to you asap'. It seems asap must have a different definition to BelleRock than what I thought it meant. I tried calling, and was told, "I'll have to escalate this" bs....It was 500 deposit and a 1175 cashout..wow, a player makes a profit, and huh, the account gets locked.. grrr..I gather, it is familiar to many..it's unfortunate.

 

[jonevegas]

It a shame I used to play at Riverbelle and Jackpot city almost daily but have since closed all accounts with BelleRock due to slow gameplay and terrible customer service, just because you get big doesnt give the right to forget who got you there, the paying customer.

 

[bellerock]

Hi All,

Flu Shots query has been resolved, and we have apologized to him.

Hotzenith, I am working on this, unfortunately the CSC does not have the documents that you faxed to them, and they have been trying to contact you to have them re-sent. Please can you re-send them ASAP. I apologize for any delays, and I hope that this is resolved shortly.

Proof of ID requests are not solely requested on withdrawals, but are also requested on deposits depending on certain parameters. We have extensive verification procedures that take place on registration and on deposits, but over an above this we are required to KYC or Know Your Customer as dictated by the banks of the world in order to prevent money laundering, ID theft and terrorist funding. Certain rules and parameters are specified and we are required to follow these rules, that is why some people are requested to provide documents and some are not. We are investigating and testing numerous methods of making this pro-active in order to avoid any hindrance to the customer experience.

The rule set that we have to work with does not excuse poor service however, and again I assure you that we are working to improve this and get back to the high standard that we normally deliver.

Best regards,

Belle Rock

 

[Petunia]

**hey all the bodies...!! I have just returned from a month's holiday! *grin* and feel well-rested! Had a look at this thread, and let me tell you it is NOT only the casino industry that has this ID problem!
I live in London now, and have a bank account in South Africa too. Whilst on holiday there, I use that account. Going into the bank, wanting to CHANGE ONLY MY POSTAL ADRESS, I had to
1) Give a utility bill - eventhough I tried explaining that I live in London now...
2) Have my passport and ID copies certified by the local authorities
3) An old statement with my name and details on it
4) Marriage certificate!! (Uh huH!! )

and a repeat of all the documents for my husband, since we have a joined account! I left it. Thought 'bugger me' and paid for the PO box to be kept by a friend. That was no problem heheheh

Also, in London, i have the problem that IF i want to withdraw money out of my LOCAL account, without a card, I have to go into the bank, with a copy of my passport, another 'something' with my signature on (and no my SA ID does not count) and if the sigs don't match, i have to stand in another que to get 'verified'.
So, again, i use my debit card and hardly have any cash on me at all.

Truth is, they don't care either where the money COMES from that i put INTO the bank, they only care about that once i want it BACK. Same as the casinos.

I threatened to take them a urine and bloodsample with a scan of my lungs and dentist records to prove its me!! hehehe...

This is how it is. When complaining to the banks about this, they said "BY LAW it is now requred. PERIOD. POINT. FULLSTOP".
Guess it is the same way with casinos now, and of course, they will use it to their full advantage.. one way or the other...
ok, so now i've chirped your heads off.... can you tell i'm rested?! hehehe **

 

[Chatmaster]

South Africa has really become ridiculous with the amount of information they require. I can't see that being a nice experience. Every time you want to open an account for anything you need to supply all that stuff.

Hope you enjoyed the rest of the country though

 

[Petunia]

**chatmaster - i had a brilliant visit. As Cape Town is my 'home-town'! Ahw, it was a crappy experience, but you know, the way I look at is is the same way I look at the casino industry. Stuff happens. I can get peeved about it, or give my cooperation - the latter being the fastest way out! I don't use bonusses, I don't use credit cards, and if they need to ID me in the form of a line-up, i'll do that too... heheh... as long as it gets me my moneys! **

 

[Chatmaster]

Cape Town ROCKS!!! Great place!

What is great about Casinomeister is the way it helps casinos in improving their service and players in sorting out their problems.

 

[Petunia]

**chatmaster - for sure, and i agree. Bryan is really a part of the industry cornerstone... having said that, sometimes the casinos CANNOT change the way they do things due to politics, legal issues and oh... yeah... greed. All said and done... if we all do our bit, it will be a lot more 'bearable' (spelling?!)
Heheh, and yeah CAPE TOWN ROCKS!!!! **

 

[hotzenith]

its been over a month, and Im losing hope. emails not being replied to and phone calls seem to go no where.
if you recall, im waiting on a 1175 in winnings from Riverbelle. ive done everything they requested of me, including sending in signed fax back form, IDs, utils, and telephone verification...so...do I just give up?

 

[mikekloeg]

hope bellerock closing soon rofl there very gay

replayed lots never got a single message back
ye 2 times think thats more luck