Extra charges on debit card - Riverbelle

[nancyo]

My computer crashed and I hadn't gambled in a couple of weeks. When I got back online I put in quite a few deposits to Riverbelle. My deposits started debiting from my bank account about a week later. To my surprise, I was being debiting about 1000.00 more dollars than what my deposits on the Riverbelle website showed and I still have charges coming in!!! I have emailed them a couple times and called them. I have faxed my deposits a few days ago from their transaction page and faxed the daily online report from my bank on what was posted. Its been a few days now and still no reply. Someone needs to look into this, because I have read on numerous sites that this is common. This has happened to me before on Riverbelle, but they were the ones who credited me back when they caught it. I need help!!!!

 

[Pinababy69]

Hi Nancyo, welcome to the land of Casinomeister. Have you tried PM'ing the Bellerock rep on board here? Here's a link to his profile, once there, just click on send a private message to Bellerock. Hope this gets resolved for you ASAP.

https://www.casinomeister.com/forums/members/

 

[The Watchdog]

Not the first one..

I guarantee you that you are not the first person that has gone through this.

But be happy, Riverbelle is managed by a very respected team and you should find a solution to your problem in no time.

However... DO NOT USE YOUR CREDIT CARD FOR ONLINE GAMBLING...my humble opinion.

Use Neteller of Instadebit if they offer it

The good thing about Neteller is that an ip address is registered from where the deposit was performed. In case of a discrepancy Neteller can easily track where the transaction was performed.

Contact the riverbelle, I am more than positive they will help you out and this will clear.. else .. keep us updated

 

[nancyo]

Thank you both so much for your replies. I feel better now that they will be willing to help me on this. It is still serious tho, as charges are still coming in to my bank accounts. I did send a pm to the Bellerock admin on here yesterday, but have received no reply. I'm sure that after gambling with Bellerock for near 10 years that they would not want to lose me as a customer over this. This is causing me overdrafts and I do need the money credited back quickly.

 

[The Watchdog]

Weird..

They should have replied by now...

You could ask the meister to notify the Riverbelle, he might help you out.

Are you sure the transactions are coming from the Riverbelle?

 

[nancyo]

Riverbelle is not cooperating!!

After a few emails to Riverbelle, I got back a response saying their team is investigating the documents I sent and it could take up to 72 hours. Today I get an email saying that some of my accts have been affected by some lags in credit card debits and those were taken out and resolved thru my checking acct on May 4th and 5th. They said sorry for the inconvenience and they have put 20.00 in my acct to play tunzamunni slot because of the problem.

I have a couple problems with this. It is very easy to just send an email saying sorry, lags in charges. The amount I think I have been overcharged so far (depending on what is still to come in to my bank) is 1300.00. They gave me no info on what dates the charges stemmed back to. However, since I hadnt gambled for a couple weeks and going back that many transactions, we are talking a month at least from when those deposits into my acct could have been made. I have gambled for years on Riverbelle and other casinos and no transaction has ever taken over a month to post to my checking account. Secondly, no charges posted to my checking acct on the 4th or 5th.

I went to log in to my acct at Riverbelle to see if indeed they put in 20.00 and it told me I was locked out!!!! I am sooooooo confused. Why would they lock me out??? I have been a good customer to them in nearly 10 years. I spend so much there that they randomly send me gifts. I am questioning an additional 1300.00 being debited from my checking acct off my debit cards and after emailing them documents and a few emails over the past week, I get back a lame answer saying sorry, lagged transactions, here's 20.00 and then they lock my acct!!!!!! What way is this to treat a good loyal customer?
I have never disputed a thing over the years, never been a problem, never sent threatening emails, etc. Now I am wondering if they have blackballed me for catching on to something that maybe they just dont want to resolve. I PM'd the Riverbelle rep on here the other day, but no response. I need help!!!!!!!!

 

[The Watchdog]

Nancy

Keep us updated..

I am really shocked by your problem... Riverbelle runs a fine operation.

I hope that all the extra charges on your card are covered by them if it is their fault...

Give them a call, and request to speak with a manger.. .He/she should be able to give you clear and honest details.

 

[winbig]

After a few emails to Riverbelle, I got back a response saying their team is investigating the documents I sent and it could take up to 72 hours. Today I get an email saying that some of my accts have been affected by some lags in credit card debits and those were taken out and resolved thru my checking acct on May 4th and 5th. They said sorry for the inconvenience and they have put 20.00 in my acct to play tunzamunni slot because of the problem.

I have a couple problems with this. It is very easy to just send an email saying sorry, lags in charges. The amount I think I have been overcharged so far (depending on what is still to come in to my bank) is 1300.00. They gave me no info on what dates the charges stemmed back to. However, since I hadnt gambled for a couple weeks and going back that many transactions, we are talking a month at least from when those deposits into my acct could have been made. I have gambled for years on Riverbelle and other casinos and no transaction has ever taken over a month to post to my checking account. Secondly, no charges posted to my checking acct on the 4th or 5th.

I went to log in to my acct at Riverbelle to see if indeed they put in 20.00 and it told me I was locked out!!!! I am sooooooo confused. Why would they lock me out??? I have been a good customer to them in nearly 10 years. I spend so much there that they randomly send me gifts. I am questioning an additional 1300.00 being debited from my checking acct off my debit cards and after emailing them documents and a few emails over the past week, I get back a lame answer saying sorry, lagged transactions, here's 20.00 and then they lock my acct!!!!!! What way is this to treat a good loyal customer?
I have never disputed a thing over the years, never been a problem, never sent threatening emails, etc. Now I am wondering if they have blackballed me for catching on to something that maybe they just dont want to resolve. I PM'd the Riverbelle rep on here the other day, but no response. I need help!!!!!!!!

I know it'd be a pain in the ass, but hear me out :

I had a similar incident happen a couple of years ago. I called the bank, disputed the charges, and asked for that card to be cancelled (debit card), and have a new one assigned to my account (new card # and everything). They had no problem with this, and they IMMEDIATELY took those charges off of my account. These funds were in "stasis" for a period of (I believe 45 days). They try to contact the company in question to find out if the charges were legit or not during this time.

If the company doesn't respond in this time, or fails to prove the charges were legitimate, then those charges stay off your account permanantly.

Keep us up to date

ps: Make sure they take any and all NSF fees off your account and check with Chexsystems to make sure it wasn't reported to them either. Once you get in their system it's almost impossible to get a new account anywhere and/or write checks in certain places.

pps: More fire for HR4777 *sigh*

 

[nancyo]

Was this problem also with Riverbelle? I have no idea why they would want to mess with me after I have deposited 10,000 this year already. They sent me another email saying sorry, heres 5.00 in your acct, but they have locked me out. Im only disputing something Ive questioned and they cant give me a reasonable answer and the bellerock rep on here has never replied. This is unbelieveable to me!

 

[mrracetrack]

Re: RiverBelle Problems...

nancyo...

I had a very similar problem with the RiverBelle Casino awhile back... I had questioned a $50 charge on my credit card, and went through all kinds of hassles and aggravation over this.

RiverBelle had me deal with Proc Cyber (their processor) and I wound up having my account locked too.

Just like you... I was a longtime Riverbelle player when this occured, and when I questioned the RiverBelle about my account being locked... I was told in an unfriendly manner that the RiverBelle Casino abides by all decisions made by Proc Cyber, and unless Proc Cyber informed them that my account was clear to reopen, I would continue to be "locked out" of not only the RiverBelle Casino, but all other Proc Cyber processor casinos.

Obviously, after being treated in that manner by the RiverBelle Casino... when I did get the situation finally resolved with Proc Cyber... I never even considered playing at the RiverBelle Casino again.

And just as an added note... Proc Cyber is the processor that has recently issued the checks that were NOT CASHABLE to numerous players.

There is a thread in the forum about that.

Also... Proc Cyber had many, many complaints about them 4-5 years ago.
Although it seemed that they had gotten things in order over the past 3-4 years... it now seems that they are starting to have a spate of "problems" once again.

 

[winbig]

Was this problem also with Riverbelle? I have no idea why they would want to mess with me after I have deposited 10,000 this year already. They sent me another email saying sorry, heres 5.00 in your acct, but they have locked me out. Im only disputing something Ive questioned and they cant give me a reasonable answer and the bellerock rep on here has never replied. This is unbelieveable to me!

Nope it wasn't them.

Just curious, have you tried calling them? I know it's bad advice because there's no paper trail, but in some states it's actually legal to record conversations without the other party knowing about it, while other states it's legal as long as you tell them they're being recorded, and give them a chance to not allow it...Anyways, you get the idea, spend a few bucks on a recorder you can hook to your phone and try to get this straightened out.

If they offer no help, take the tape to the bank Also take all emails you've had from them regarding this, as well as transaction reports from the casino, etc.

Just an idea, since we're not talking about $10-20 here.

 

[Pinababy69]

Hi Nancy, I've been watching this thread and the thought occurred to me that the Bellerock rep may be in Montreal attending the GIGSE, and that is why he hasn't answered. I copied the link to this thread into the GIGSE thread in Online Casinos, hoping that Bryan will see it. Maybe he will cross paths with someone from Bellerock who can look into this for you. I'd be pulling my hair out if I were you. I wish you luck.

 

[nancyo]

I have been trying to go back thru all my statements and try to figure out if these charges had truly never been debited from my account. In doing so, I have found that some of my charges are coming thru in the past couple months from different sources....800fullhouse is one of them. This seems real odd to me. I don't know if Riverbelle has been having problems with their credit card processing or what. If I figure out that I have never been charged for these excessive charges that have been coming out, I will be the first to say so. I have never in 10 years disputed anything. But if thats the case, Riverbelle should have been able to tell me from which dates the purchases were made that were lagged for over a month. They apparently have no control over their card processor when random charges from the past build up and then they zap you all at once weeks later when all charges should have been resolved a long time before that. They offered me no other info except "lagged charges". That seems to be poor business practice when they can't give you the total explanation with all the info. What really pisses me off however is that they have twice said they were giving me some credits for the inconvenience and then they lock me out as if I'm some deadbeat that has been giving them trouble. I have every right to question problems they may have had with their banking system, especially after years of playing and tens of thousands of dollars I have played without a complaint. To lock me out makes me feel like they have no loyalties to their premium players. I worked in a bar for several years and have recommended this casino to many people who have signed up for accounts. I will make sure that these friends know to beware of Riverbelles screwed up banking system. I have deleted all their software. They have lost a good loyal customer.

 

[winbig]

I surely hope this isn't just a case of bad bookkeeping instead of a case of charges that were never made....

 

[vinylweatherman]

Same thing, different casino.

I have just had this problem at All Slots. Dating back to Easter, many of my debit card transactions seemed to back up, and stayed backed up for weeks. It then hit hard on 5th May, with the whole system seeming to have swallowed a laxative. It seems that it was the "tabletonsa" debits that were held up, but those through "inexia" went through in the usual few days. This is the first time I have had so many card transactions held up for so long, however I have had individual transactions suffer this fate.
Incidentally, if they had not locked the account it would be possible to get a complete log from Cashcheck of transactions, date made, amounts, source (which card number), and an internal reference number.
I opened a Word document and tabulated the deposits through this period, and it seems that all was OK in terms of the amounts taken, but the delay lead to the bank re-releasing the funds back as "available" as the processor had not sent in the purchase records in time. Sometimes this might trip the fraud detection systems at card issuers, and they may block temporarily a over large backlog hitting all at once. This might get you rogued by Proccyber as they might believe you told the bank to "chargeback" rather than simply verify the validity the amounts.
Two days ago my issuer phoned to tell me that a transaction had been blocked at AllSlots, but I said it had gone through and been credited. I have now added this to my document to check these charges go through properly.
I get the impression that something is going wrong at the cash processors this Spring, as I have also had odd problems with stuck withdrawals, which has happened again today, with nothing being processed this weekend (which they normally do).

 

[The Watchdog]

Nancy

Important post from vynilwheaterman..

Remember what we talked about... This company has a good reputation.

Its weird not seeing answers from them. Having someone from their Staff at Gigse is not an excuse for delay on a delicate issue like this one.

Chargebacking charges is a severe act... for the Casino of course.

However I recommend you to get on the phone, request to speak to a manager and get some answers... If not, consider taking it to another level.

I believe you should speak with the vynil guy here since he has experience with another microgaming site...

Good luck

 

[bellerock]

Hi All,

I have been away from the office for a few days, and typically something like this comes up. I have requested some details from Nancyo and once I have the detail I can follow up on this.

Best regards,

Belle Rock

 

[nancyo]

Im still having problems trying to figure out how far back these charges are lagged and if they have been posted. I am having to go back over a couple months. My bank is one that will remove the available fund immediately and they will be 'put aside' so to speak until the charges post. Im not sure what the time frame is that they hold these funds. I dont believe Ive ever had a problem with my charges not posting in a timely matter. I am looking into this. If it turns out this is the case and I have spent funds in my bank acct thinking all charges had already been resolved, this would suck bad! Thank you all for all your help!