Bellerock - sort out your promo terms!

[MrWolf]

Just in case the Bellerock rep's around, just wanted to give a public slap on the wrist for the Happy Mondays promo at Riverbelle.

First I knew about the promo (which has been running all June) was an email I received last week. So, I went to the sign up page, and then checked terms and conditions. It said to receive the 50 credits this Monday, all you had to do was make wagers of 100 credits, and then wager five times the bonus when received.

All's well and good at this stage. But being an experienced online player, I noticed there were no excluded games listed. Since I mostly play jacks or better vp I wanted to make sure this wouldn't be a problem. When I got through to a customer services rep, he managed to locate some terms, and a list of excluded games. Jacks or Better was on the list.

I pointed out that on the actual link to the terms given to players on the sign up page, there were no excluded games. I asked if there was a link to the terms he was looking at, but there wasn't. I've asked for those terms to be emailed to me.

It's extremely misleading at best to have a list of excluded games for a promo which you don't list with its terms and is only accessible to customer services, and players only if they have the sense to ring up and ask! A less experienced player may well have deposited and played in good faith, only to be told they'd missed out on the promo because they played an excluded game which they didn't know about. And probably be labelled a bonus abuser on top.

Now I'll give Bellerock the benefit of the doubt here since I've been playing at their casinos recently hassle free (apart from a problem over a cashin at Aces High that got sorted eventually) and I consider them an honest outfit. But I'd suggest that in future ALL terms and conditions are listed clearly for players, not just some of them.

 

[uungy]

When i enquired about the T&C's they said there is no restrictions on any games!

 

[scrollock]

whenever i phone up belle rock to ask about T+C's i get a different answer everytime

 

[The Dude]

whenever i phone up belle rock to ask about T+C's i get a different answer everytime

This is why you always always always get things in writing. I don't care if you speak to the Queen of England, make sure you get a follow-up email.

As for the promo - I'm surprised that the excluded games were not posted. If they forgot to post them - well, that would not have been a good thing if a player had found himself in a position to challenge them.

 

[MrWolf]

For anyone interested, these were the terms for excluded Happy Mondays games emailed to me following my request to customer support:

"You cannot wager on 10 Play Jacks or Better power poker.

You cannot wager on Jacks or Better power poker.

You cannot wager on Jacks or Better video poker.

You cannot wager on Progressive Table - Roulette Royale.

No other Exclusions or Inclusions listed. Player can wager on ANY other games."

These exclusions should really have been listed with the terms and conditions for the promo, and not hidden from players.

I also find it interesting that the usual games excluded from promos ie baccarat, roulette and craps are allowed under these terms. Wonder what would happen if someone played them who hadn't requested a copy of these conditions?

It would be interesting if the Bellerock representative on this board explained why T&C listed on the Riverbelle website for the promo were incomplete.

 

[pijak]

The excuded games still aren't mentioned as far as I can see, the only part of the Ts and Cs relating to the playthrough of the bonus chips is:


The Prize amount(s) must be wagered 5 (five) times before any withdrawals (cash-ins) will be processed.


I've never tried getting them to confirm anything via email, I rather assumed they'd be as poor that way as replying to their emails

They're a great group when it comes to everything else, but they really need to start answering their email.

 

[MrWolf]

The excuded games still aren't mentioned as far as I can see, the only part of the Ts and Cs relating to the playthrough of the bonus chips is:


The Prize amount(s) must be wagered 5 (five) times before any withdrawals (cash-ins) will be processed.


I've never tried getting them to confirm anything via email, I rather assumed they'd be as poor that way as replying to their emails

They're a great group when it comes to everything else, but they really need to start answering their email.

To be fair to them pijak they emailed the game terms around a couple of hours after I requested them. But the situation shouldn't arise where players need to call to find out if there are game exclusions. They should be right there with the rest of the promo T&C.

 

[pijak]

That's good to hear, I'll try emailing them again. I just got fed up of them not answering emails so I gave up a few weeks ago. Maybe they're just not receiving my emails or something, I'll check, after all they seem a good group apart from that and the way the terms on their bonuses can be a little.... arbitrary

 

[MrWolf]

That's good to hear, I'll try emailing them again. I just got fed up of them not answering emails so I gave up a few weeks ago. Maybe they're just not receiving my emails or something, I'll check, after all they seem a good group apart from that and the way the terms on their bonuses can be a little.... arbitrary

I rang them pijak to speak about the promo, and then requested the game exclusions be sent to me after they verbally told me what they were. I'm afraid I can't comment about the response to emailed queries though!

 

[bellerock]

Hi All,

MrWolf, thank you for bringing this to my attention. I am looking into the issue and hope to have feedback as to why the T&Cs do not include any game exclusion.

Pijak, have you checked your spam filters? You may have to contact your ISP to make sure they are not blocking mail from Belle Rock.

Although we have had issues with our customer support recently these have mostly been resolved. We are working on the quality of the contacts to make sure that we provide top level service, but our first goal was to make sure that all mail gets a timely response. As it currently stands (I get a daily report from the CSC) we are responding to all mail within 70 minutes meaning that if you do not get a response it is for one of two reasons. Firstly we are not receiving your mail, or secondly you are not receiving our response. If you send a mail and do not get a response within 12 hours please call the toll free numbers and ask the agents to check and see if the mail has been received. Also check your spam filters to makes sure that our replies are not getting blocked at your end.

Best regards,

Belle Rock

 

[pijak]

OK, looks like I stand corrected, I've changed my email account with the group and things are now getting through, and I can confirm the whole process is a LOT faster than it used to be.

It could be a handy heads up for some people though: I've been with GMX for several years and pay for their premium mail service. I specifically ask them to not filter out anything, and deliver all mail (including bucket loads of spam) to me to filter myself. Non-bulk mail from BelleRock though hasn't been getting through, gmx claim it's not been sent to my address or I would have it, but I'm starting to side with BelleRock given that I've been able to get things from them when using another email address.

Incidentally though there was an offer sent to me by email a month or so ago that had the wrong game exclusions stated, and as a result I had to complete the wagering requirements twice, so it might be worth making this one of your next priorities...

KUTGW though, it seems to me there's been a marked improvement of late.

 

[bellerock]

Hi All,

Pijak - Glad to hear that the problem has been resolved and thank you for recognizing the effort and improvement that we are making to achieve the levels of service that our customers deserve.

Mrwolf - The Happy Monday promotion was never intended to have any game exclusions, simply a 5x Wager requirement. The problem and confusion was created by our automated system that determines if the promo terms have been met, as this system when queried identified certain games as excluded, and would as a result have rejected any withdrawal made by a player taking part in this promo for not meeting the requirements. The agents who looked at this would have given a different answer to your question, than an agent who looked at the terms and conditions of the promo. The sort answer is that there are no game exclusions, and all withdrawals made by players who received this bonus will be honored regardless of the games that they have played.

I hope that this has clarified the issue and I apologize for any confusion caused. Quality control is high on our list of priorities, and this extends across the entire group and includes among other things providing the correct terms and conditions to the various promos that we offer.

Best regards


Belle Rock

 

[MrWolf]

Hi All,

Pijak - Glad to hear that the problem has been resolved and thank you for recognizing the effort and improvement that we are making to achieve the levels of service that our customers deserve.

Mrwolf - The Happy Monday promotion was never intended to have any game exclusions, simply a 5x Wager requirement. The problem and confusion was created by our automated system that determines if the promo terms have been met, as this system when queried identified certain games as excluded, and would as a result have rejected any withdrawal made by a player taking part in this promo for not meeting the requirements. The agents who looked at this would have given a different answer to your question, than an agent who looked at the terms and conditions of the promo. The sort answer is that there are no game exclusions, and all withdrawals made by players who received this bonus will be honored regardless of the games that they have played.

I hope that this has clarified the issue and I apologize for any confusion caused. Quality control is high on our list of priorities, and this extends across the entire group and includes among other things providing the correct terms and conditions to the various promos that we offer.

Best regards


Belle Rock

Thanks for investigating this matter. However, when I queried any game restrictions, I hadn't yet deposited and played, and made a withdrawal. I was then sent restrictions for Jacks or Better and Roulette Royal, so I'm not quite sure where these came from (actually, being a Jacks or Better player maybe it was being specifically targetted towards me! LOL).

Perhaps in may be helpful in the future, if there are no game restrictions, to actually include that in a specific promotion's T&C so as to avoid any confusion.