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Do they ever answer e-mails at Belle Rock?

Discussion in 'Online Casinos' started by pingpong, Mar 30, 2005.

    Mar 30, 2005
  1. pingpong

    pingpong Experienced Member

    Occupation:
    lawyer
    Location:
    Oslo, Norway
    I play at various casinosites, but really like Lucky Nugget Casino because of the (normally) fast payouts (I have waited three days for my last withdrawal though, lol). Belle Rock Gaming Group is undoubtly solid and trustworthy, but why cant they use some of their birthday-billions making a good support-service? If you write them an e-mail, you MAY get an answer within a week or so, but lately I havent gotten any answers at all. I have e.g. sent two e-mails about change of withdrawal-methode (I cant make this e-cash-manually-change thing work...), but havent got any answer. Yes, I am familiar with the technical-problem-add poping up every time logging into the casino, but how long can this error REALLY last? And how long do we really have to wait for a live-chat at one of the biggest casinogroups? I tried to call them once, but after standing in line for 5 minutes or so (I live in Norway, so its not free for me) I decided to hang up. Any one else who share my opinion about Belle Rock support/service? Or is it just me that expects too much :what: ?
     
    Last edited: Mar 30, 2005
  2. Mar 30, 2005
  3. schankwart

    schankwart Banned User - violation of <a href="http://www.ca

    Occupation:
    Secret Agent
    Location:
    Colony Gamma
    Odd. I have experienced very late or unanswered emails with this group lately too when I sent them a few request about my lost account#s.
    Maybe they are all drunk after their 1-year anniversary? :p
     
  4. Mar 30, 2005
  5. bAdSmoker

    bAdSmoker Experienced Member

    Occupation:
    Secret.... Shhhh...
    Location:
    USA
    Poor and Crappy Customer Support!

    This is a post i made at another forum.


    So i check my loyalty points and i have 1,453 so i say hey lets redeem them..

    I contact live support and i ask them to redeem my points.

    And the persons name was Reddog!??

    Well ne ways he/she/it told me that i could not redeem them until the 10th because they are redeemed on the 10th of every month which is fine by me but my account was never credited on the 10th of this month which i told him but he said yes because your account was locked... I said WHAT!!?? My account was NEVER LOCKED!!! are you kidding me? I made a deposit and played all nite and you are telling me my account was locked????

    Then it/he/she told me to just wait and be patient..

    I said no i will not wait and be patient they were supposed to be there this last 10th in the first place and you give me some poor excuse that my account was locked??

    So thats when i told the support person thats fine keep the loyalty points and do whatever you want with them because im tired of being lied to from them and i will take my business else where.

    This is truly sad.. and i loved Lucky Nuggets game play but i just will not deal with that crap from them.
     
  6. Mar 30, 2005
  7. mucullus

    mucullus Experienced Member

    Location:
    Germany
    My recent experiences with this group are similar. My last withdrawal at Jackpot City has been reversed to my casino account for the third time now because

    Well, none of these reasons is applicable. Btw, such vague communication really reminds me of Connecto Casino behaviour.
    After the second reversal I asked them why they didn't process my withdrawal and after 2-3 day I received their reply:

    So i made my third attempt and guess what, after 6 (!) days "work in progress" my withdrawal was reversed again! Does this mean "high priority" to bellerock?


    I think they are a reputable group and I am not too worried to get paid eventually, but this is not what I expect from an eCOGRA certified casino.
     
  8. Mar 30, 2005
  9. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    I've alerted my management contact at Relle Rock regarding these complaints and I am sure he will be along shortly to find out what has gone wrong here.
     
  10. Mar 30, 2005
  11. deezamn

    deezamn Dormant account

    Location:
    Morristown, NJ
    I've been a bit suprised and disappointed with Belle Rock's normally good customer service lately as well.

    Signed up at one I'd never played at a couple weeks ago...and after about 7 emails, it took them nearly two weeks to credit the sign up bonus. I had previously received a couple replies stating it was credited, but it never showed up in my account.

    I also was talking to the live chat at River Belle the other day, and it took the person a whopping 40 minutes to answer my question...and all they did was cut and paste the terms and conditions after all that time (which did not answer my question). I was shocked at the ineptness and lack of urgency (who wants to stay on 'hold' for over 40 minutes?).

    I cashed out of River Belle a few weeks ago (my first cashout there), and everything went smoothly. Then last week I made a deposit, played a bit, then cashed out. Two days later, I got an email saying my cashout was reversed back into my account for either A.) Receiving a bonus and the requirement wasn't met. B.) They asked for ID and I never sent any. or C) I requested the reversal.

    Well, I received no bonus on the deposit, never even got a confirmation email about my cashout, nevermind an ID request, and I most certainly did not reverse the cashout request. I sent them a rather annoyed email back and cashed out again. I got a phone call from a service rep yesterday afternoon wanting to verify my details. I'll say this, he was great, but other than that, I'm not sure what's going on there lately, as there never seems to be anyone on the live chat feature, and they don't respond to emails.
     
    Last edited: Mar 30, 2005
  12. Mar 30, 2005
  13. Scampo

    Scampo Experienced Member

    Occupation:
    work
    Location:
    in the sea
    Slightly off topic

    I received several mails and a phone call stating that I was eligible for sign up bonuses at all BR casinos as I have not played there for a year or more. The download does not work if you use Mozilla as I do. Internet Explorer was crippled on my computer due to endless adware and me trying to get rid of it. So I went to use another computer on our network to download Lucky Nugget. No joy as BR have decided their software can only be installed onto the computer that was used to download it (you have to register as it downloads and installs itself unlike other MG casinos). So then I got IE working again and got an error message due to the fact I was trying to open a second account! All I wanted to do was to use my existing account yet there was no option to enter existing account details. Well I mailed them to state they were losing revenue by doing this and a month later I have heard nothing back. Needless to say I took my money elsewhere..
     
  14. Mar 30, 2005
  15. 555YY

    555YY Dormant account

    Occupation:
    "":".."|
    Location:
    PA
    yea bellerock seems be dragging its feet, i think a lot of it has to do with miscommunications between their internal divisions

    my personal record: waited for over 2 hours for someone to answer my online chat from bellerock, by the time they finally answered i totally forgot what i was going to ask them :D
     
  16. Mar 30, 2005
  17. Pinababy69

    Pinababy69 RIP Lisa

    Occupation:
    Crusader
    Location:
    Toronto, Ontario - Canada
    Ditto to all of the above...I love this group, and their payout rate, but I simply hate not getting any email response. I have a nosy roommate and a four year old, and I can't always call. Don't these casinos anticipate that when they run bday promos for a whole month, that they can expect increased volume in emails, etc? Shouldn't they plan ahead for these things and hire or schedule additional support staff? Once again, shaking my head. It just seems like the logical thing for them to do.
     
  18. Mar 30, 2005
  19. kavaman

    kavaman Senior Member PABnononaccred3 PABnononaccred3 MM

    Occupation:
    It
    Location:
    finland
    similar problems

    Similar problems here too with this group. I won from riverbelle and it was denied. Then i spoke to livechat, it they assured me that now the withdrawal will be processed. It was denied again. Then on the third time i spoke again to livechat, and the withdrawal got processed on the third time.

    Also their email service is very very poor. They hardly ever reply to emails, and if they do it takes atleast 2-5 days.

    If you have trouble with them use the livechat in the softwares banking section. However i am sorry to say, that bellerock seems to have gone to be the second worst mg group after CR +(ICL). I am not saying they are rogue in any way, they are just terribly slow, and sometimes the cs doesnt seem to understand their own rules.

    This brings into mind, when a friend of mine recently played on aceshigh, and he was told to wager his first purchase and bonus amount 20x on slots, even though he had met the wagering requirements for the first purchase bonus about 2 years ago with different rules. On the + side this was solved a bit later.

    -kavaman
     
    Last edited: Mar 30, 2005
  20. Mar 30, 2005
  21. GrandMaster

    GrandMaster Ueber Meister CAG

    Occupation:
    Mathematician by day, online gambler by night.
    Location:
    UK
    A friend of mine had a similar problem at Gaming Club. He even filed a complaint with ecogra, but he lost because he was not able to prove that the rules were different when he signed up.
     
  22. Apr 2, 2005
  23. pingpong

    pingpong Experienced Member

    Occupation:
    lawyer
    Location:
    Oslo, Norway
    Well, during this week, I have sent account department at Lucky Nugget four e-mails, all asking why I get my withdrawals to Neteller when I clearly have asked for them (at proccyber) to go to my Paysparkaccount. I have only got this answer:

    "Thank you for emailing Belle Rock Gaming.

    We apologize for the difficulty you have experienced in contacting our support centre via email.

    Kindly be advised that should you wish to change your preferred withdrawal option from Neteller to Payspark you can click on or go to You must register/login in order to see the link.. This is the website for our payment centre and all you need do is logon using your casino account number tlnxxxxxxxr.

    We have checked your casino account and see that PaySpark account xxxxxxxxxxxx has already been selected as your preferred payment option.

    We trust we have been of service to you and wish you the best of luck with all your future gaming."

    After asking why I still got the money to neteller, I havent gotten any answer at all. :eek2: Oh well, there are other casinos out there with better e-mail/support-service.
     
  24. Apr 2, 2005
  25. sirius

    sirius Senior Member

    Location:
    UK
    They have been known to reverse withdrawels before and it sometimes take two or three withdrawel attempts to go through but not sure why it happens unless they calculate the wagering requirements wrongly. They have recently had problems with their downloads and I don't think they work for non-IE browsers anymore since over a month ago.
     
  26. Apr 3, 2005
  27. jonevegas

    jonevegas Dormant account

    Occupation:
    Compulsive Gambler
    Location:
    Gods Country Canada
    Yea this is how they reply, by auto reply.


    Dear Player,


    We apologize for the delay in responding to your e-mail.

    Unfortunately due to a surge in current e-mail

    communication, we may not be able to resolve your

    problem within our usual 36 hour time period.



    If any of your queries are related to the following:



    - The Belle Rock Gaming Birthday Promotion

    - The Buy 50 Dollars, Get 200 Dollars Free Promotion

    - Your Account Number and Password Information, or

    - Withdrawal-Related queries,



    We encourage your to visit our self-help web page at

    You must register/login in order to see the link..



    We regret the inconvenience, and hope that your concerns

    will be resolved as quickly as possible.



    If you have any issues outside of the ones listed above,

    please do not hesitate to e-mail us at

    This email is not visible to you.. We will do our best to

    resolve the problem as soon as possible.


    Thank you for

    contacting Belle Rock Gaming Support.

    THE BELLE ROCK GAMING SUPPORT TEAM

    --------------------------------------------------------
     
  28. Apr 4, 2005
  29. bellerock

    bellerock Casino Representative

    Occupation:
    CSR Supervisor
    Location:
    South Africa
    Hi All,

    Pingpong, please PM your details to me and I will look into this for you.

    I am sorry to hear of the problems that are experienced with our support and I will be looking into this with immediate effect. Thank you for bringing this to my attention.

    Best regards,

    Belle Rock
     
  30. Apr 4, 2005
  31. pingpong

    pingpong Experienced Member

    Occupation:
    lawyer
    Location:
    Oslo, Norway
    The BelleRock representative just discovered my pm from last week - I am saying this because I would never post a complaint here before trying pm the casio representative. Hopefully I will get some information and help now.
     
  32. Apr 4, 2005
  33. O-3

    O-3 Dormant account

    Occupation:
    retired
    Location:
    AU
    Keep us updated mate...I'm playing at Lucky Nugget also :eek:
     
  34. Apr 12, 2005
  35. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Well,I am appalled at their service. Several days ago,I requested their support to resend me my account info as they have been misplaced. They wrote back and told me that besides the details (address,Dat of birth)etc. which I sent them,they wanted my telephone number and a statement proving my change of address. I did so and just today I received a mail notifying me that my account has been suspended because I did not send them a copy of my ID. They never requested these and I had followed their earlier instructions to the letter. So I protested and they are now replying that although they regret the frustration caused by the misinformation,its just too bad as this is what their Operations Department requires. What crap! Bellerock,is this how you treat your customers? You should admit your oversight and ask for the ID in a nicer way instead of simply locking my account.
     
  36. Apr 12, 2005
  37. schankwart

    schankwart Banned User - violation of <a href="http://www.ca

    Occupation:
    Secret Agent
    Location:
    Colony Gamma
    Sounds quite odd, Chuchu.
    Something in their operation seems to be majorly screwed up lately. I am not getting any responses to most of my email from them either and will probably let them "go" now. -Too much of a hassle for -nothing-
     
  38. Apr 13, 2005
  39. bellerock

    bellerock Casino Representative

    Occupation:
    CSR Supervisor
    Location:
    South Africa
    Hi All,

    Again I apologize for the poor service that is hampering our business, and I assure you that we are working frantically to rectify this problem. I thank you for your patience and ask for your continued support and understanding while we rectify these issues.

    Best regards,

    Belle Rock
     

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