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.

 

[The Dude]

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.

 

[The Dude]

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 [email protected] (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

 

[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 [email protected] 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