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Bellerock casinos

Discussion in 'Online Casinos' started by chuchu59, May 1, 2005.

    May 1, 2005
  1. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    I tried to visit the websites of various casinos under the bellerock flag and they all led to a website to topics about South Africa. The sites visited were bellerockgaming.com ,Aces High and Riverbelle. Furthermore,the customer service has been dastardly of late. On 6th April,I asked them to send back my account details and to this date after numerous e-mails back and fro this has not been done. I PMed bellerock,the casino rep at this forum many times and his answer was that they had reopened all my accounts and told me so. However,the e-mail from their support staff said otherwise where i still had to supply them of details of address,date of birth etc. These were given to them right from the start on 6 April. Does anyone know what the hell this group is up to? I am getting a bit suspicious but since i do not have any pending cashouts from them,I would hate to post this in the complaints section but would like to keep other members informed.
     
  2. May 2, 2005
  3. saints1two

    saints1two Dormant account

    Occupation:
    pokerplayer
    Location:
    uk
    Hi all, i'v been waiting for a payout from river belle for 8 days now and they havent replyed to any of my email's to them :(

    Do u think they have money or email problems ?
     
  4. May 2, 2005
  5. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
  6. May 3, 2005
  7. venetian

    venetian Dormant account

    Occupation:
    Corp Director for a College
    Location:
    Oklahoma
    I LOVE BELLEROCK Casinos! I have been playing at River Belle almost exclusively for about two months and have cashed out much more than I ever have put in. In fact I just came on to post my latest two winning screenshots from this afternoon. I have never had a problem getting paid, usually within two days back to Neteller. I will say that their email is slow but if you call they are very nice and prompt with their service. Sorry you guys are having problems but for me River Belle ROCKS! :thumbsup:
     
  8. May 3, 2005
  9. saints1two

    saints1two Dormant account

    Occupation:
    pokerplayer
    Location:
    uk
    Thanx for your help casinomeister, in the end i spoke to them on live chat and they say i hadn't finished the wagering (im sure my figures are right in that i had gone another $300 over) anyway that does not excuse VERY poor email support and not just putting the money back in my casino account and telling me i had not finished the WR :(
    Now i have to wait another 12 hours :confused: for the money to go back to my casino account
     
  10. May 3, 2005
  11. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    The links to the casinos' websites at the accredited casinos list all converge to a website on topics about South Africa. Am I seeing things? Also,bellerock,the casino rep at this forum has not responded to my PMs for 5 days. I hope nothing is really going wrong.
     
  12. May 3, 2005
  13. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
  14. May 3, 2005
  15. thelawnet

    thelawnet Dormant account

    Occupation:
    programmer
    Location:
    UK
    I didn't think too much of the customer service either. I signed up at Jackpot City, and didn't bother to write down the account number as everyother microgaming casino saves it when you register. I didn't deposit at the time.

    Anyway, turns out that my account number wasn't saved, and it wasn't emailed to me either. I sent them an email to ask what it was, and did not receive a reply. So I called them and was asked about 30 questions just to get my account number (you would think after giving them email and date of birth that would be enough, but no).

    It was quite a lot of work to go through, considering that they did not have my money at this point! This was to deposit.

    Subsequently the software crashed during the middle of a spin. I had 9 wagered on Ladies Nite. When I called up, I was put on hold for 11 minutes, after which the CS came back that they did not have the data yet, and could I please call back later. No offer to refund my 9, no just please call back later. I didn't bother in the end,

    I ended up losing my deposit anyway, but can't say I was terribly impressed with the CS. I am not really sure where they were from but they weren't very easy to understand. Don't know whether this was accent or poor phone line or both, but either way not great.
     
  16. May 3, 2005
  17. elscrabinda

    elscrabinda Experienced Member PABnorogue PABnoaccred

    Occupation:
    jvonsofdmpvs
    Location:
    Oxford
    Its a shame that we can't even rely on Casinomeisters recommended ones to be half decent joints any more. This industry really is a joke. You don't see whole forums devoted to complaints about online bookstores or pornography (seemingly the two other big internet phenomenons!)
     
  18. May 3, 2005
  19. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Yes,could be something wrong on my end though. In all the links eg High Aces,Jackpot City etc,they all lead to a strange site on South African delicacies. Dunno why? Even the site bellerockgaming.com is the same. Does anyone with technical expertise advise how this could happen ie when you click into a site something else crops up?
     
  20. May 3, 2005
  21. Macgyver

    Macgyver Dormant account PABnononaccred

    Occupation:
    Student
    Location:
    North Carolina
    Sounds similar to the G-fed fiasco, except this time maybe it's an actual site that these are getting redirected to ...

    Checked your hosts file lately?
     
  22. May 3, 2005
  23. winbig

    winbig Keep winning this amount. webby PABnononaccred

    Occupation:
    Bum
    Location:
    Pennsylvania

    Easiest way to check your hosts file is to do this:

    start > run

    Then put this in the box:

    notepad C:\windows\system32\drivers\etc\hosts

    The following is the default hosts file. Anything else in there you don't recognize can be deleted:

    You may also want to check into getting some anti-spyware programs....ie: spysweeper, hijackthis!, adware, spybot search & destroy, etc...Microsoft even has one now in Beta version.

    good luck!
     
  24. May 6, 2005
  25. bellerock

    bellerock Casino Representative

    Occupation:
    CSR Supervisor
    Location:
    South Africa
    Hi All,

    I am traveling and attending a conference at the moment, hence my not responding to the board or to PMs. Very briefly, Chuchu59, your accounts are open, I have checked them myself, I cannot understand what the problem is, but I will look into as soon as I can. The issue with all the sites pointing to some strange site has to do with connecting from a restricted area. If to try to access our sites from certain IP rages you are automatically pointed to non-gaming sites for legal reasons. Recently we had to apply this to all Chinese IP addresses, however the problem has been resolved and the IP ranges have been released. I trust this makes sense to you all.

    Best regards,

    Belle Rock
     
  26. May 8, 2005
  27. Slotster!

    Slotster! I predict a riot. CAG

    Occupation:
    al Hazard
    Location:
    Location, Location!
    I've finally uninstalled the Gaming Club :(

    Always enjoyed the bonuses and promotions and the Belle Rock slot in fact, but it just got too painfully slow to play there. It was almost a bad thing when you got the fifteen free spins because it would literally take a minute sometimes for each spin to complete!!! When you like hammering that 'bet max' button like I do, it gets really really annoying after a while. Definitely nothing to do with my machine either, as I'd fire up 32RED or Spin Palace immediately afterwards and all was well... Real shame - I'll come back as soon as I hear they've sorted it for us lot in the UK!...
     
  28. May 8, 2005
  29. metaxa

    metaxa Full Member webmeister

    Occupation:
    Technican
    Location:
    London
    same here, at other Microgamings the play is fast and hassle-free. At Gaming Club, i have to wait sometimes up to 20 seconds for 1 Spin. i quit playing here

    this is not a problem since some days or weeks, this is continuous since several months
     
  30. May 9, 2005
  31. largeeyes

    largeeyes Dormant account

    Occupation:
    Engineer
    Location:
    North America
    Wow, I thought the chinese worried about the censorship. But I guess it's easier to just stay out of it...
     
  32. May 9, 2005
  33. scrollock

    scrollock Senior Member

    Occupation:
    google
    Location:
    boro, uk
    this group is not what it use to be, in fact gaming club was the first casino i had ever played at, and the good experience and service i recieved there caused to me to hooked at the online casino business, i then opened my first ever poker account with them and in fact was the only poker account i used till the recent shocking service i had from them.

    basically i have bet 1000's through the casino and pokerroom and i would say its possible this is the casino i have spent the most at, well they kept sending me emails for the gaming club sportsbook and so i opened account, i didnt have a problem till i went to withdraw. i needed to send them in ID for a withdrawal of 50, yet they had no problem paying me many 100's through the poker room and casino. although annoyed at having to send in my ID even though i had 2 verified accounts with them,i sent it in, it was then that i found how shockingly bad the CS was, i was given the wrong email address 3 times to send the docs in,when i did get the correct email address, it still took me several attempts for them to eventually confirm that they had recived it. all in all it took me a month to get my poxy 50

    another recent thing i have seen is that if you autoplay on the slot machine, it will crash after about 200 spins, yet it you put it on the quick spin it doesnt crash, yet i want it to spin slowly, because even though its autoplay i still like to watch!!!, but i suppose the quicker its spinning, the more the casino earns.

    one thing i would like to know, is why does belle rock claim it cant pay back to cards, yet it can take payments from cards? and i know they can pay back to cards because on one occasion they paid me back to my card instead of sending me a cheque.

    ive stopped playing at the casino,poker room & sports book for 3 reasons

    software: rubbish

    customer service: rubbish

    banking: rubbish

    one final thing i would like know, is that when i joined the gaming club, i joined it because it claimed to be the oldest casino on the net, so therefore i thought it would be a good choice for my first ever casino to play at, so why did i get an email a few months ago claiming to be "one year old", so what is it?, are you the oldest casino on the web or one year old? i await your answer, i will check back in a month to ensure good chance of having a reply.
     
    Last edited: May 9, 2005
  34. May 9, 2005
  35. Dirk Diggler

    Dirk Diggler Dormant account

    Occupation:
    Company Secretary
    Location:
    UK
    I've got to agree with everyone regarding the CS - they take at least 24 hours to respond to emails if they bother at all. Then they usually just reply with some standard email that has nothing to do with the question asked. I've also waited on live chat for some 15 mins + and they still haven't responded.

    They also keep reversing cashins wrongly - claiming different T&Cs to the one they emailed with the offer.

    Very dissapointing really - but then VPL (Sun Vegas, Crazy Vegas etc) are exactly the same regarding replying to emails as are many other MGS so they're not on their own.

    Casinomeister - I realise that these casinos are reputable and will pay you etc, but don't you have a rule that your reccomended casinos must have a certain level of CS? I certainly doubt that these meet it at the moment if you do.
     
  36. May 10, 2005
  37. bellerock

    bellerock Casino Representative

    Occupation:
    CSR Supervisor
    Location:
    South Africa
    Wow! Hard to believe we have any players at all :)

    I know we have had some problems with CS over the last month or two, but again I assure you that these problems are being addressed. We have a new CS manager stepping up to the plate and he brings with him years of experience. In our defense, we deal with tens of thousands of contacts every month (and I mean multiples of ten), and our average email response time is less than 60 minutes. Our target is to respond within 30 minutes. Our average response to a chat request is less than 10 minutes with a target of 3 minutes. I dont think these times are that bad however we still strive to improve all the time. The quality of the service is also an issue to us, and our agents undergo extensive training. I know that it sometimes takes time to resolve an issue, but when dealing with this volume of contacts it is not possible for everybody to speak to the operator/owner, or the decision maker in the service centre. In these cases the agents cannot act, but to apply the rules as they stand, and refer the issue to a decision maker. In most instances this means that the rules are applied as written, to the customer this often looks crazy, but the agent simply does not have the authority to act otherwise.

    Dirk, we very seldom reverse cash-ins incorrectly, and when this does happen we are quick to rectify the mistake. Please provide us with the details so that these issues can be addressed.

    Scrollock, sorry about the bad experience at the Sports Book, I will follow up on that. The issues that you mention regarding the software are a concern, and I will have MGS look into it. The rule not to refund to card is a Visa and MC rule, not ours. Trust me if we could still refund to card we would. Belle Rock, the group brand, recently celebrated its first birthday. The Gaming Club Casino has however been online since October 1995.

    In all we strive to deal with all our customers in the quickest, friendliest and most professional manner we can. Unfortunately mistakes are made but if they are brought to our attention we will rectify them. We thank you all for your continued support and patience.

    If anybody has problems that are not resolved please PM me with your details and I will follow up.

    Best regards,

    Belle Rock
     
  38. May 10, 2005
  39. elscrabinda

    elscrabinda Experienced Member PABnorogue PABnoaccred

    Occupation:
    jvonsofdmpvs
    Location:
    Oxford
    BelleRock,

    You should be aware there's another thread detailing your sloppy service on the complaints forum which could do with your attention.

    Btw, if I was kept on hold waiting for an instant chat operator to answer my request for as long as 10 minutes I'd definitely be looking for a new place to play. Even 3 minutes is precious time which shouldn't be wasted.

    You may be dealing with 10s of thousands of emails at the moment but don't expect it to continue if things don't change
     

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