Belle Rock - what the ???

[Nifty29]

Hi gang

What is going on with Belle Rock Casinos???. I thought they were supposed to be one of the best groups around??

Quick rundown...

I made a withdrawal for $550 (big for me - Im not a large gambler by comparison) a few days ago, and after not receiving it in Neteller I called CS just now and they said it was rejected because I had not wagered $5000 on slots from my SIGNUP BONUS in MARCH 2005 - what the ????. I have made 15 deposits totalling $1000+ since then and they pull this BS??

The CS rep I spoke with (very polite) said that he would request from operations dept that they allow the withdrawal to go through, given that my balance had dropped below $1 many times since my signup bonus - BUT that would take 72 hours or more. *SIGH*. I didnt get any email or any notification that my withdrawal was rejected OR why - just very very bad customer service here.

The part that annoys me is the held-over wagering requirements...I dont remember reading anything like that in the terms, and given I had made so many deposits since then it should have been a no-brainer to process this withdrawal without any hassles. SHOULD being the operative word here.

Well it is fairly obvious that BR doesnt really give a stuff about loyal players, as Im 100% sure I wouldnt be treated like this at Inetbet or 32Red. Notice I said LOYAL - I dont deposit huge amounts, but I do deposit regularly and I expected better treatment than this. (Did I also mention I tried many time to live chat and it was a waste of time??).

Anyway, thats my beef - hopefully the BR Rep sees this and corrects this wagering issue as Im sure others have or will be caught out.

Cheers and thanks for listening.

 

[RipRidah]

Not recommended.

yeah, the same thing happened to me too recently at belle rock casino. They rejected my withdrawals twice without notifying me. Only when I logged back in to my account I would notice my money has been returned.
They claimed I had not completed the WR for a bonus I used 3 deposits prior. I always thought if you busted the deposit+bonus, you would not be required to complete it. My subsequent deposits didn't utilize a bonus. I busted a couple of them, then finally had a modest win. Anyways I tried to ask them this a few times, if I needed to complete the WR, they never gave me a straight answer, only that they would forward the question to so-and-so dept. and get back to me in 24-48 hrs. Of course they didn't.
I ended up playing off my balance and losing it. I wouldn't recommend playing there anymore, I mean, you get hassled when you deposit w/out a bonus and win..then they give you trouble when you try to withdraw.

 

[silcnlayc]

Sorry about this Nifty29 but Greed becomes the downfall of a lot of GOOD casinos at one time or another and

doesnt really give a stuff about loyal players

the loyalty of a player does not come into play ever in thier minds when it comes to a dollar.

I thought they were supposed to be one of the best groups around??

and I thought the same about another casino where I was a loyal player/depositor..

I have made 15 deposits totalling $1000+ since then

Why would they care how much you deposited if you didn't meet thier terms and conditions.

I had not wagered $5000 on slots from my SIGNUP BONUS in MARCH 2005

By the way, did you not read the T&C"s? (classic retort to any disgruntled players post in this forum by many other members till it happens to them, then it's DIFFERENT cause it happened to THEM)

I dont remember reading anything like that in the terms

No excuse , you broke the T&C's, End of story !. (What a flashback I am getting from this post) (just as most here had said to my circumstance)

I didnt get any email or any notification that my withdrawal was rejected OR why - just very very bad customer service here.

And contacting the CS still didn't make things right....well well well, and this from a GOOD casino? How unthoughtful! I feel your pain!

Nifty29, all this has been said with tongue-in-cheek by me for the simple fact that I just went through this whole rigamorole just as you had and ended up getting bashed by a lot of forum members about my fiasco. I truly hope you can work it out, maybe seeing this in writing the casino will come around for you due to your loyalty for such a long time even if you didn't meet thier T&C's as you stated.

 

[Nifty29]

OK ...I managed to dig up this little gem from the terms:

Sign-Up Bonus money that remains unused in a Player's account for two (2) months or longer from the date of claiming the Sign-Up Bonus will be forfeited to the Casino. For purposes of this provision, your wagers shall be deemed to be appropriated first to your Sign-Up Bonus and then to your deposits.

Well, it doesnt really make sense - first it says any bonus money left is removed after 2 months, THEN it says about wagers being appropriated to the signup bonus first.....but does that mean in the first 2 months or forever and ever until the 2nd coming??. How can you wager a bonus that isnt there?

This kind of nonsense just shouldnt be allowed - and I must admit I didnt see it when I signed up 12 months ago so I dont know if it was there at that time or not - but you would think after 15 deposits (i play mostly vp btw) that they would realise Im not a bonus abuser/hunter and am quite prepared to risk my own money. I thought this kind of BS went out with 10-day cashout times!

Anyway, we will see...

 

[Nanny Rose]

I assume you zeroed your balance when playing the sign up offer?

If so, its likely that they just dont realise that, and hence belive you need to make the missing wagers. If you let them know you zeroed you balance they will waive the wagering and send your cashout.

If you didnt zero your balance or meet the wagering before making all those subsequent deposits, you should have read their t+c's more closely!

Good luck...

 

[Pinababy69]

Nifty, have you sent the Belle Rock rep a PM? Personally, I just find that so many of these issues can be worked out if people would just use that option first. I gotta agree with ya though, that those terms leave alot to be desired. And yes, all those bonus-free deposits you made should surely count for something.

 

[Nifty29]

thanks for the replies gang..

NANNY: Yep - well at least down to .25c or something - dont know if it actually hit zero or not. The point is, though, that it doesnt take a rocket scientist to see that in my account history given that playcheck shows it to us with session balances etc

PINA: Thanks Pina - I have PMed BelleRock so we will see what happens. Under normal circumstances, I wouldnt post about it but I'm getting sick and tired of bad customer service and I guess I hoped that if enough of us make our feelings known then something might change....

I will post and tell you what happens. I still think that it is sad that we have to PM someone via a Forum to have issues rectified...I mean its fantastic that their rep is willing to do that but it just shouldnt be necessary.

Thanks again.

 

[silcnlayc]

I'm feeling very contrary ...

Hate to say this but all of the above mentioned is a moot point since he didn't meet the T&C requirements (or so the general forum consensus has been in this regard about any of T&C"s in others cases)

Personally, I just find that so many of these issues can be worked out if people would just use that option first

and he said he already contacted thier CS dept and got an unfavorable reply.

For casinos do not care if you are a loyal player, multi depositor or anything else when it suits thier purpose. I have found that out the hard way myself.

And anything I say on this thread here will be to the contrary and I will be playing the devils advocate and saying things in vein to liven things up a bit......and to see where most stand on this issue since I found out where they stood on mine and how many do a flip flop......

I still think that it is sad that we have to PM someone via a Forum to have issues rectified...I mean its fantastic that their rep is willing to do that but it just shouldnt be necessary

I too was gullible enough to believe this....

 

[Nanny Rose]

We all know how useless playcheck is. This happens quite a lot with MG casinos. If your balance was under /$1 then im 100% sure they will waive the wagering. Just give them a call, and they will get it sorted once you explain this. Belle Rock have their problems, but they are a solid group.

 

[chuchu59]

Frankly, the CS from this group can be grouped with those lousy RTGs like Prism. My recommendation is: AVOID THEM AT ALL COSTS.

 

[Nifty29]

Update:

BelleRock Casino Rep has found out that the problem was something to do with my address and nothing to do with the wagering requirements.....*sigh*

You know, it wouldnt have hurt them to email me the reason why so I could have sorted it out - if it wasnt for BR Rep I would have been going round in circles for weeks.

I will let you know if I get paid

(Thanks BR Rep for helping me out - wish your groups Customer Service was of the same standard as yours)

Cheers

 

[Pinababy69]

For casinos do not care if you are a loyal player, multi depositor or anything else when it suits thier purpose. I have found that out the hard way myself.

You know what Silcnlayc? In alot of cases you are right..the casinos do not give two shits how loyal you are. But in others, that is just not true. I don't know about Belle Rock, I stopped playing there about the same time their CS went way south. But your issue with Inetbet could have been resolved with one simple little PM to Emily instead of starting a thread basically bashing the casino. What purpose did it serve? And Emily pretty much came right out and said they would have made an exception in your case and allowed you to keep your winnings, or that an arrangement could have been worked out. But you didn't even give them a chance. General customer support staff are not always prepared nor authorized to deal with stuff like this and like your situation. And while having to come here and PM the rep shouldn't be necessary, it is an option that is available and that is very useful. I have had some problems while online gambling, but have never once as yet (knock on wood) had to come here and start a ten page thread to get a problem resolved. I use the services that Bryan provides to us as members, and I'm thankful for them. Sorry, but you caught me on the wrong day....you just can't seem to let your situation with Inetbet go, you keep bringing it up. They are one of the good guys, which you would have realized if you'd given them a chance.

End of rant!!

Hiya Nifty....hope it all works out for ya, and good to see ya too.

 

[silcnlayc]

Hope your feeling better

 

[Nifty29]

**RESOLVED**

Hiya Gang

Just letting you know that Belle Rock Rep took care of this issue VERY quickly and I have been paid - PLUS I received an email from a player relations executive with an apology and stating that they would look after me and make sure these things dont happen again.

Now THAT is what I call Customer Service.

Belle Rock - if you can give CS like that all the time without having to post anywhere etc, then you can have all my gambling cash!!

Thanks to everyone that responded and to Bryan for the opportunity to post at this Forum.

 

[bentness]

Unfortunately when situations like this arise, it is possible for the company in hand to treat you like "small fish", meaning putting you low on their priority list.

You have deposited a total of $1000 but many people deposit twice that each deposit. The departments put them ahead ... it is surely one of the downfalls of the casino/poker industry and it is exemplified even more in the affiliate side.

Kyle

 

[tennis_balls]

i hate to sound like a shill for Belle Rock (since they're surely after my wallet) but I've had nothing but excellent customer service with them and my biggest deposit thus far is $50 (i don't even show up on radar)