Belle Rock talks out of both sides if their neck-bonuswise!

[bernynhel]

Not long ago, I entered a freeroll slot tourney at Jackpot City, a Belle Rock site. I finished the free five minutes a few hundred dollars out of the money so I opened live chat support to request a $2 comp. The reason being was that my NetSpend was empty as was my QT and EwalletXpress accounts and it was a Sunday night. I asked support to consider the nearly 5 figure deposits in April and 4 figure deposits in May before making the $2 decision. My $2 comp request was denied as I had not completed all of the 100% up to $100 weekend match which I am offered every week. I hadn't known that more than 1 claim was acceptable against said promo. I was corrected and assured that as many claims as it took to complete the offer up to the 100%, $100 match was not only allowed but encouraged.

The following pasted from a Belle Rock email dated 22 Jun 2009 12:41:18 +0100:

We will still give you 100% back on your deposits up to a max of
100 credits=3D2C but only until midnight tonight! Do remember that all
qualifying deposits must be made before claiming your bonus.


Don't ask me what 3D2C stands for - their words, not mine.

Now I know what it sounds like, however, I had already deposited $20 on June 20, claimed the 100% match and had played the $20 credit on my account derived from the above deposit and bonus claim. Plus live support specifically stated that I could make multiple claims against the same promo until the maximum $100 was reached and it wasn't until after said conversation with support that the email from which the above was excerpted was received. Naturally, at that time and under the circumstances, I told Belle Rock to take the rest of their promo and stick it where the sun don't shine.

Yesterday, I deposited $70 against the same, weekly promo and claimed and received the $70 match. Later I deposited $30, claimed again, as I had been instructed and received the following:

Thank you for claiming your bonus at Belle Rock Entertainment. Unfortunately, your claim was denied because of the following reason(s):
You were already awarded a promotion on the 03 July 2009.

Now, I do not bandy about terms like liars and fatmouths lightly. My Belle Rock Entertainments are, nonetheless, liars and fatmouths!

 

[vinylweatherman]

Not long ago, I entered a freeroll slot tourney at Jackpot City, a Belle Rock site. I finished the free five minutes a few hundred dollars out of the money so I opened live chat support to request a $2 comp. The reason being was that my NetSpend was empty as was my QT and EwalletXpress accounts and it was a Sunday night. I asked support to consider the nearly 5 figure deposits in April and 4 figure deposits in May before making the $2 decision. My $2 comp request was denied as I had not completed all of the 100% up to $100 weekend match which I am offered every week. I hadn't known that more than 1 claim was acceptable against said promo. I was corrected and assured that as many claims as it took to complete the offer up to the 100%, $100 match was not only allowed but encouraged.

The following pasted from a Belle Rock email dated 22 Jun 2009 12:41:18 +0100:

We will still give you 100% back on your deposits up to a max of
100 credits=3D2C but only until midnight tonight! Do remember that all
qualifying deposits must be made before claiming your bonus.


Don't ask me what 3D2C stands for - their words, not mine.

Now I know what it sounds like, however, I had already deposited $20 on June 20, claimed the 100% match and had played the $20 credit on my account derived from the above deposit and bonus claim. Plus live support specifically stated that I could make multiple claims against the same promo until the maximum $100 was reached and it wasn't until after said conversation with support that the email from which the above was excerpted was received. Naturally, at that time and under the circumstances, I told Belle Rock to take the rest of their promo and stick it where the sun don't shine.

Yesterday, I deposited $70 against the same, weekly promo and claimed and received the $70 match. Later I deposited $30, claimed again, as I had been instructed and received the following:

Thank you for claiming your bonus at Belle Rock Entertainment. Unfortunately, your claim was denied because of the following reason(s):
You were already awarded a promotion on the 03 July 2009.

Now, I do not bandy about terms like liars and fatmouths lightly. My Belle Rock Entertainments are, nonetheless, liars and fatmouths!

NO,

INCOMPETENCE


This problem is now in it's FOURTH year - unbelievable!!!

Many times ofer the first two to three years this was a hot topic in the forums, with their rep constantly telling us things were being fixed.
Now there are rarely such complaints, but maybe this is because, like me, many players had decided things would never improve, and uninstalled the casinos.

This was a stellar level of incompetence from CS - how can they NOT know about these STANDARD bonus claiming rules, it is their JOB to assist players over this, among other things.

1) They got it VERY wrong by telling you that it was posible to claim the bonus in stages, yet it was ABSOLUTELY CLEAR that this was NOT the case, and that the promotion ended with the first claim.

2) They then compound the issue by denying the $2 comp on the ERRONEOUS grounds under point 1).

3) This was about a tournament, there is just no time to argue, things have to be sorted "NOW" due to the short shelf life of these tournaments.

4) In all of the discussions, they completely ignored what YOU told them initially,

The reason being was that my NetSpend was empty as was my QT and EwalletXpress accounts and it was a Sunday night.

Even if they believed that you could continue claiming for the bonus, you had ALREADY told them you had nothing left in your three deposit methods, so would have been unable to in any case.


You could have escalated this, but you might have been granted the $2, but only after the tournament had closed.


Unless these were Belle Rock exclusive tournaments, they should be available at other MGS casinos.


I fail to see how refusing a mere $2 to help a 5 figure depositing player complete a tournament because he has no funds available at the time to deposit is going to "break the bank", and nor is it cost effective in the long term to risk losing a player over $2.

This is the one thing players do not really know about, which casinos will give a player a very small "extra" to complete a tournament given that said player is a loyal and substantial depositor.

Maybe the incompetence over the bonus rules was irrelevant, there might be a policy of denying ALL requests for extra comps in any case.

 

[lots0]

I would suggest that you do escalate the issue to management.

This has been an issue in the past... But like VW pointed out, it was supposed to be taken care of.

I'll give you good odds that management will not be happy with their own CS over something like this.

 

[lauram]

Over the past 2 years I have claimed bellrocks weekend bonuses. Now I know at least the terms that apply to my bonuses are always the same. A match bonus of so much, that can be used only at one of their casinos. You can make a few deposits at the same casino over the weekend and claim it just before the time expires. If say for example I made 2 50 dollar deposits and claimed the match bonus. I would of gotten 50 bonus money within that hour. If later I made another deposit and tried to claim the bonus it will not allow me as i already claimed it earlier.
You can though go into live chat and ask them if there are any bonuses your account might be entitled to. I have done that a few times and they have always offered me something.

 

[bernynhel]

NO, INCOMPETENCE This problem is now in it's FOURTH year - unbelievable!!!...

1) They got it VERY wrong by telling you that it was possible to claim the bonus in stages, yet it was ABSOLUTELY CLEAR that this was NOT the case, and that the promotion ended with the first claim.

2) They then compound the issue by denying the $2 comp on the ERRONEOUS grounds under point 1).

3) This was about a tournament, there is just no time to argue, things have to be sorted "NOW" due to the short shelf life of these tournaments.

4) In all of the discussions, they completely ignored what YOU told them initially,

The reason being was that my NetSpend was empty as was my QT and EwalletXpress accounts and it was a Sunday night.

Even if they believed that you could continue claiming for the bonus, you had ALREADY told them you had nothing left in your three deposit methods, so would have been unable to in any case.

Exactly! HELLO?!? LOL

You could have escalated this, but you might have been granted the $2, but only after the tournament had closed.

You have retroactively read my mind.

Unless these were Belle Rock exclusive tournaments, they should be available at other MGS casinos.

Yeah, and not that it occurred to me until I found myself just out of the money - I didn't have juice at other MG sites as I should have had at JC at that moment.

I fail to see how refusing a mere $2 to help a 5 figure depositing player complete a tournament because he has no funds available at the time to deposit is going to "break the bank", and nor is it cost effective in the long term to risk losing a player over $2.

Ya THINK??? - LOL - I sent another email, "Att: Support Manager", explained the dealio, provided the date and time of Live Chat and asked flat out: "So, in essence, I didn't get the $2 cuz you had no guarantee that I would EVER deposit again, and you would have had to absorb the entire $2 as a total loss? And you were satisfied that you had saved Belle Rock Ents the potentially CRUSHING loss of $2 and the only risk to the company was alienating me entirely and losing me, forever? So, what, you graduate from Harvard Business School, Magna Cum Laude with that brain or are you just a botched lobotmy victim?" And I just realized that I don't believe I ever received a reply to that email, huh!

This is the one thing players do not really know about, which casinos will give a player a very small "extra" to complete a tournament given that said player is a loyal and substantial depositor. Maybe the incompetence over the bonus rules was irrelevant, there might be a policy of denying ALL requests for extra comps in any case.

LOL Yes! That MIGHT have been the case, EXACTLY!! Except for just this one, little, teeny detail: The Live Chat person, after hearing exactly and understanding perfectly everything about it, just as you did when you posted, excused himself to explain everything to the Supervisor, in detail, and repeated the whole magilla back to me before he was gone for over 5 minutes which gave them ample time to research my entire deposit-withdrawal-blood-type history, all the way back to when Bugsy Siegel was a Keno runner, before returning to say, "Sorry, we just can't do it." And the ONLY REASON??? I STILL HAD SOME ROOM LEFT ON MY WEEKEND PROMO-THE ONE I ALREADY PARTIALLY CLAIMED BUT NOT FOR THE WHOLE $100? I'm saying, "Are you SURE? That's the real reason you wont give me the $2 I am only asking for cuz it's Sunday night and my NetSpend, etc, are busted??" "Yes, that's what my supervisor is saying." So I said, "I understand perfectly, tyvm."

TOWNSPEOPLE, LIGHT YOUR TORCHES! TO THE CASTLE!!!

Over the past 2 years I have claimed bellrocks weekend bonuses. Now I know at least the terms that apply to my bonuses are always the same.

Am I getting the sense that, for you, consistency, which, may provide a feeling of security, is a quality you find reassuring when dealing with an Online Casino that you need to trust?

A match bonus of so much, that can be used only at one of their casinos. You can make a few deposits at the same casino over the weekend and claim it just before the time expires. If say for example I made 2 50 dollar deposits and claimed the match bonus. I would of gotten 50 bonus money within that hour. If later I made another deposit and tried to claim the bonus it will not allow me as i already claimed it earlier.
You can though go into live chat and ask them if there are any bonuses your account might be entitled to. I have done that a few times and they have always offered me something.

That's how the terms read. I thought. Why I asked, phrasing it 10 different ways, if they really, REALLY knew what they were talking about telling me to claim multiple times, up to the maximum as long as the promotion is still in effect, within the specified period, yadda, yadda, ad naseum. And all this was the time the Live Chat guy just told me the supervisor said NO to the $2 and the supervisor was sitting right there, and I know cuz I asked, right there within ear-shot of my Live Chat guy and I'm like, "He's right there? He is saying that right this minute? Have YOU understood it like this before? You HAVE? How LONG have you WORKED THERE?!?"

The following passage pasted directly from a Bell Rock Ents email dated July 6, 2009 -they had previously emailed me, noodging me about the weekend match promo, which I had already claimed once, then was DENIED the 2nd part of the claim! (Why we're here!) And here they are asking me to deposit again against the same promo!! How much you wanna bet that THE BOSS wipes BACK TO FRONT and insists that employees all do the SAME???

From: playersupport@bellerockentertainment.com
To: email address deleted by bernynhel
Date: Mon, 6 Jul 2009 12:40:18 +0200
Subject: RE: Hurry up, time is running out William! [CASE NUMBER DELETED BY BERNYNHEL]

Hi there William, "Hi there William"???

Thank you for your email to Belle Rock Entertainment. When I got their email asking me to deposit against this same frickin' promo, I cudda just about bled to death thru my eye sockets I was seein so much red!! I shot back this reply:

"How about honoring the promotion I opted into before asking for more deposits? I was offered 100% up to 100. I claimed $70 which was credited then claimed the $30 balance which you denied. Don't take my word for it. Check the live chat transcripts of less than two weeks ago which details this very subject. It was then that I learned, for the first time, that as many claims as was necessary to satisfy the full promotional offer of 100% up to $100 would be welcomed and honored. Read more about it here: Link Outdated / Removed

The above post will not be my last word on this should Belle Rock Ents continue to talk out of both sides of their mouth, bonus-wise."


AND NOW, THE PUNCHLINE: TA-DA!!!!

We have gone ahead and credited your account with $30 - based on your deposits within the promotional period. We hope that you enjoy it and we wish you the best of luck!

EXCUSE ME??? BASED ON WHAT??? NOT THAT I'M A PEST? NOT BASED ON SOMETIMES YOU INTERPRET ONE WAY, SOMETIMES THE OTHER DEPENDING WHAT SIDE THE BOSS IS DRESSED ON THAT DAY? BASED ON MY MF'N DEPOSITS MADE WITHIN THE CS'N PROMOTIONAL PERIOD??? THAT'S IT???
Kind regards,

Peter-John

Player Host


WTF BELLE ROCK??? SO NOW YOU GONNA GIMMIE THE REST OF THE BONUS MATCHES FOR DEPOSITS I MADE AFTER THE INITIAL CLAIM WITHIN THE PROMOTIONAL PERIODS THAT YOU ORIGINALLY DENIED BECAUSE I WAS "ALREADY AWARDED A PROMOTION" UP TO THE MAXIMUM OF THE ORIGINAL OFFERS RETROACTIVE BACK TO THE BIG BANG CUZ THAT'S WHAT IT'S GONNA TAKE TO SHUT ME UP ABOUT IT NOW!! Maybe.

A-hem...well? Do we got 'em or do we got 'em? :smilewink:

A retraction: In post #1 I bandied about the terms "liars" and "fatmouths". My reasons for using those particular words to describe Belle Rock Ents in relationship to what they claim to be the correct interpretation of the terms of their match deposit promotions, depending on which side of the hill the shit happens to be rolling down on any given day, may have changed, somewhat, since that first post.