Where do I start?
I have an account at the luckynugget and the gamingclub, I have used various credit cards (and neteller) to fund what has been on the whole, an enjoyable gaming experience. Whenever I've needed to contact support, to answer queries, or for bonuses, they have always been courteous - No problems whatsoever with group, Until, One day, around the end of last month when I was adding up the purchases made on my credit card (the account is an online account so there are no paper bills!).
On this particular card, there were 15 transactions to 'OceanViewSA Luxembourg LU'.
Over my two casino accounts I had only made 14 chip purchases on this card!!!
Also, about 4 of the transactions on the card were for sums greater than the chips I had purchased (exchange rates from UK into US funds took place, but other transactions were correct)
So after a couple of phone calls and emails (don't forget I explained to support my cc account was a paperless account) Bellerockgaming wouldn't entertain the idea of looking into the problem until I submitted copies of my statement.
Ok, I agreed, but they wouldn't answer my suggestion that they check their records of chip purchases on this card against the records they would have for the credit card transactions in their finance department - this miffed me a little, but everyone has rules, regs and procedures, so I had to wait until my online credit card statement was ready, around the 11th of Dec before I could 'pay' (a nominal fee) to have a paper statement delivered to me!
Obviously due to christmas, and the statement being sent 2nd class post, I didn't get it until Fri 31st Dec, where I promptly scanned it and emailed it off to admin@proccyber. Before sending it, I phoned and agreed with the nice chap at support that I WOULD NOT blot out any other transactions or otherwise mark or hide anything on the statement. I have nothing to hide, and wanted to show that 'i trust' everything would be handled in confidence, and that I was 'up front' with query!
Since sending this off, there have been no emails, or calls from them, so I have phoned a couple of times, to be told ' phone back in 24 hours, phone back'!
Tonight, after speaking to a chap, I think his name was 'Marlen', very nice to begin with, but I think we both 'riled' each other up a little with the frustration towards the end, Marlen informed me, 'oh, they are waiting for me to point out which particular transactions I am querying, although I had already pointed these out in earlier emails from cut and pastes from my online statement!!!!!
Theyre giving me the run around, the sums involved are not a great deal, probably only around 100, but I probably only play with around 300 - 400 a month on average, so you can understand why I noticed it.
Why, for what should be a simple and straight forward task, can't two things happen:
1. The casino check there own records and see the plainly obvious mistakes!
2. Pay the cash back!
I'm not after an apology, mistakes can and do happen, it's a fact of life. It's the stubborness of whoever is runnning this group that they simply won't say to someone "Go sort out this guys problem, he may be wrong, put him straight, or we may have incorrectly billed his card".
Makes me wonder....... How often does this happen and go unnoticed!
Incidently, they have locked my gaming club account, but when I last checked, not my luckynugget account!
Thanks for listnening (anyone!!!)
I have an account at the luckynugget and the gamingclub, I have used various credit cards (and neteller) to fund what has been on the whole, an enjoyable gaming experience. Whenever I've needed to contact support, to answer queries, or for bonuses, they have always been courteous - No problems whatsoever with group, Until, One day, around the end of last month when I was adding up the purchases made on my credit card (the account is an online account so there are no paper bills!).
On this particular card, there were 15 transactions to 'OceanViewSA Luxembourg LU'.
Over my two casino accounts I had only made 14 chip purchases on this card!!!
Also, about 4 of the transactions on the card were for sums greater than the chips I had purchased (exchange rates from UK into US funds took place, but other transactions were correct)
So after a couple of phone calls and emails (don't forget I explained to support my cc account was a paperless account) Bellerockgaming wouldn't entertain the idea of looking into the problem until I submitted copies of my statement.
Ok, I agreed, but they wouldn't answer my suggestion that they check their records of chip purchases on this card against the records they would have for the credit card transactions in their finance department - this miffed me a little, but everyone has rules, regs and procedures, so I had to wait until my online credit card statement was ready, around the 11th of Dec before I could 'pay' (a nominal fee) to have a paper statement delivered to me!
Obviously due to christmas, and the statement being sent 2nd class post, I didn't get it until Fri 31st Dec, where I promptly scanned it and emailed it off to admin@proccyber. Before sending it, I phoned and agreed with the nice chap at support that I WOULD NOT blot out any other transactions or otherwise mark or hide anything on the statement. I have nothing to hide, and wanted to show that 'i trust' everything would be handled in confidence, and that I was 'up front' with query!
Since sending this off, there have been no emails, or calls from them, so I have phoned a couple of times, to be told ' phone back in 24 hours, phone back'!
Tonight, after speaking to a chap, I think his name was 'Marlen', very nice to begin with, but I think we both 'riled' each other up a little with the frustration towards the end, Marlen informed me, 'oh, they are waiting for me to point out which particular transactions I am querying, although I had already pointed these out in earlier emails from cut and pastes from my online statement!!!!!
Theyre giving me the run around, the sums involved are not a great deal, probably only around 100, but I probably only play with around 300 - 400 a month on average, so you can understand why I noticed it.
Why, for what should be a simple and straight forward task, can't two things happen:
1. The casino check there own records and see the plainly obvious mistakes!
2. Pay the cash back!
I'm not after an apology, mistakes can and do happen, it's a fact of life. It's the stubborness of whoever is runnning this group that they simply won't say to someone "Go sort out this guys problem, he may be wrong, put him straight, or we may have incorrectly billed his card".
Makes me wonder....... How often does this happen and go unnoticed!
Incidently, they have locked my gaming club account, but when I last checked, not my luckynugget account!
Thanks for listnening (anyone!!!)
