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Gaming Club won't pay me since May 10

Discussion in 'Casino Complaints - Non-Bonus Issues' started by goldengreeke, Jun 20, 2007.

    Jun 20, 2007
  1. goldengreeke

    goldengreeke Dormant account

    Occupation:
    sales
    Location:
    Illinois
    Sent my documents as they required, Credit card, passport, phone bill. They won't pay because my adress is not on the phone bill, they say. I told them gas and electric is included in rent and I don't get any other bills except my phone bill. I offered to send them my birth certificate to prove I am me, but they don't want it! They want a utility bill with my address, and I don't have one. What can I do? : This email is not visible to you. View Contact Details Add Mobile Alert
    To: This email is not visible to you.
    Subject: Re: Credit Against Withdrawal (Outstanding Documents) - tgc09986538r [BRG2007052902168672]
    Date: Tue, 29 May 2007 19:49:59 +0200


    Hi there Eugene ,



    Thank you for e-mailing Belle Rock Entertainment.



    We sincerely apologize for the inconvenience which this matter has caused you, Eugene.



    Please be advised that your documents were received previously, however, as per the note added into your account on 20 May 2007, these documents were not approved.



    Documents were then sent in again and this time, were not able to open. We are not sure what happened here as the Operations Department advised directly that they were not able to open the attachments.



    Kindly note that your documents have been received now and we are able to open them and view them.



    They have been forwarded to the Operations Department with the reference PT120840.



    Please allow between 24 and 48 hours for a response in this regard.



    Please also be aware that once the documents have been approved, your withdrawal can then be released.



    Thank you for your patience and understanding in this regard.



    We hope that this information has been of assistance to you.



    Should you require any further assistance, please feel free to contact our support desk, as we are available 24 hours a day, 7 days a week for your convenience.



    Kind Regards,



    Nadia

    Entertainment Executive

    This email is not visible to you. View Contact Details Add Mobile Alert
    To: This email is not visible to you.
    Subject: Never recieved my winnings??? [BRG2007061102177132]
    Date: Mon, 11 Jun 2007 14:34:22 +0200


    Hi there Eugene,

    Thank you for your emailing Belle Rock Entertainment.

    Our records indicate that the Utility Bill and passport you sent us were not approved, for the following reasons:

    *Utility Bill - Copy received does not reflect your address details
    *Drivers or Passport - Copy received is very unclear and we cannot view details

    An e-mail was sent to you regarding this, however it may have been redirected to your Junk mail or Spam folder.

    Therefore we ask that you please resend these documents, ensuring that the Utility Bill reflects your address and that the Driver's license or passport is clearly readable.

    Feel free to contact us should you require any further assistance. We are available 24 hours a day, 7 days a week for your convenience.

    Kind regards,

    Lester

    Entertainment Executive Y
    :confused:This is getting crazy. How am I suppose
    to convince you that I am me? That is all the
    documents I have. Gas and electric are included in
    rent, I can't help it if US Cellular doesn't put
    addresses on their statements and if you enlarge my
    passport it is plenty clear. You are also the ONLY
    casino that has ever asked for all this crap! What are
    you planning on doing with it, turning it over to the
    IRS so they can tax me? Do you want my birth
    certificate also, to prove I was born? Please send me
    my winnings
     
  2. Jun 21, 2007
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    You may have something else with your address, such as a bank statement.
    I can't see how they expect you to resend the utility bill with the address, if it aint there, it aint there. WTF do they expect you to do, write it on in ballpoint & send it.

    This is an INTERNATIONAL market, just as casinos claim we players shoudn't assume they all follow the same "standard", they have to accept that documents come in all forms, some of which do not meet their "standard".

    If casinos approved documents before players deposited, this would not happen 9the player would be told in advance they could not be approved, and if they had any sense would not deposit).

    You could see if you have an accompanying letter with the bill that has your address.
    Players who opt for online billing are in an even worse position, they have no bills to scan & copy to start with.
     
    2 people like this.
  4. Jun 21, 2007
  5. goldengreeke

    goldengreeke Dormant account

    Occupation:
    sales
    Location:
    Illinois
    More feedback: I wrote-

    YOU are playing games. I have sent ALL the documents

    FIVE times, now SIX, and have sent them CC to my self

    and you keep saying you haven`t received. I called

    your customer support and they said they DID receive

    them, but didn`t know how to open them. You don`t have

    to be a computer genius to open an e-mail attachment.

    You click on VIEW, and OPEN or SAVE. That is all.

    PLEASE send me my winnings!! They replied:Dear Sir


    Kindly note that your withdrawal has

    been returned to your account.


    The reason for returning the funds to your casino

    account is due to outstanding documents we have

    requested from you. This information is required to

    verify the details you registered on your casino

    account



    These documents can be faxed to us at one of our toll

    free numbers listed below or alternatively, you may

    scan and e-mail them to us at

    This email is not visible to you..



    Please feel free to contact us should you require any

    further assistance. We are available 24 hours a day, 7

    days a week for your convenience.



    Best wishes



    Belle Rock Entertainment :mad: Now that does me a lot of good! 40 days and counting
     
  6. Jun 21, 2007
  7. tim5ny

    tim5ny Quit Gambling

    Before I opened this thread I guessed that you were probably an American. We're not valued customers anymore! It's as simple as that! The casinos do not fear any backlash for mistreating the few remaining American players that are still in the game. And it makes me sick to see that it's a Microgaming casino again.


    Just wanted to add that I think VinylWeatherman is as good as anyone can get! Always jumping in and trying to help people out. You're a hell of an asset Vinyl, while I'm still a hell of an ass.
     
    2 people like this.
  8. Jun 21, 2007
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Seems this is getting nowhere with BelleRock support (no surprise there, it's a non-standard problem, and they are just firing off the standard "cut & paste" responses).
    There are two further channels to try,

    1) Casinomeister, both the BelleRock rep & the Pitch a Bitch service (try the rep first & give it at least a week)

    2) eCogra, although you should not simultaneously use PAB, or continue to post until eCogra has given a final responce.


    Hopefully, you should be able to come to an arrangement whereby the casino can verify you by discussing with you what you could provide.
    One little known trick is that you can get your bank to write a formal letter confirming your details, which would include your name and address. As an American though, this might prove tricky, as you can hardly tell the bank WHY you need this - you will have to make something up, such as loan application, or to rent a holiday property.
     
    1 person likes this.
  10. Jun 21, 2007
  11. happygobrokey

    happygobrokey Dormant account

    Occupation:
    student of life
    Location:
    canada
    how do they send you the bill? surely your address is somewhere on the bill itself, the part that's showing through the little window of the envelope?:what:
     
    1 person likes this.
  12. Jun 21, 2007
  13. mysticjoz

    mysticjoz Senior Member

    Occupation:
    disabled~ (still capable of being pretty darn stub
    Location:
    somewhere... over the rainbow!
    In past experience all they want is Something .. Anything with your name and address that MATCHES your casino account info...
    ie: bank statement, even the outside of an envelope addressed to you.
    Instead of faxing (if that is a hassle) I took pictures with my cell phone, and then sent them to my email... editted it to jpg. and sent to requesting casino.. I did not put as attachment though, I added the photo that way I was sure they got it! JMO
    mystic
     
    1 person likes this.
  14. Jun 21, 2007
  15. oldtrvlagt

    oldtrvlagt Dormant account

    Occupation:
    Self Employed Travel Agent
    Location:
    Iowa
    I've also had this problem as the utility bill is in my husband's name but the car insurance (since I set it up) is in my name and I have used that before along with my passport. Do you have a car insurance bill with your name and address?
     
    1 person likes this.
  16. Jun 21, 2007
  17. GrandMaster

    GrandMaster Ueber Meister CAG

    Occupation:
    Mathematician by day, online gambler by night.
    Location:
    UK
    I don't get little envelopes on the internet. I have just been thrugh this with a casino whose staff was unable understand that online casinos are not the only institutions that operate online.
     
    2 people like this.
  18. Jun 22, 2007
  19. goldengreeke

    goldengreeke Dormant account

    Occupation:
    sales
    Location:
    Illinois
    WEll, here is the problem. I am a snowbird, which i am sure the lovely folks at This email is not visible to you., won't understand. From Labor day til Memorial Day, I live with my daughter, son in law, and Grand kids at their large house in San Antonio. I registered with Gaming Club while there, using the Texas address, and played their slots from June, until May 10, and then cashed out $1800, hopping I would have the money before I headed back to Illinios, where I spend the summers. I don't have anything with a San Antonio Address, because I stayed for free, and only helped with groceries. I could probabley get a bank statement or car insurance bill from Illinois, but It won't match up with the address I registered with from San Antonio. If I tell this to bellrock, they will tell me the documents HAVE to match the adress I registered with, so I am screwed, correct?:eek:
     
  20. Jun 22, 2007
  21. halfday

    halfday Banned User - multiple forum accounts - violation

    Location:
    usa, pa
    This whole group has given people fits lately. What they are clearly doing is randomly picking winning accounts and locking them in hopes of finding someone who cannot come up with the required docs.

    Let me ask: Did they contact you or did they just not pay and make YOU contact THEM as to why?

    They have just been not paying and not contacting until players go and contact them as for an explanation as to why they arent paid.

    This is silly. They need to ask for the docs BEFORE they let you play. Its obvious they are trying to find a loophole to keep your money or get you so frustrated that you continue to gamble and lose it.

    This practice of asking for documentation AFTER the fact is the worst practice that online casinos attempt. They need to either pre approve or pre deny accounts, then there is no hassle AFTER cashout is attempted. I'm sure they would not refund you if you sent documents that show your wrong address after losing.

    There is absolutely no logical reasoning for doing it afterwards and the truth is that they want to find a way to keep your money.
     
    1 person likes this.
  22. Jun 22, 2007
  23. tim5ny

    tim5ny Quit Gambling


    Too late now, but you should've told them in WRITING from the start that you were living in TX. temporarily and that your primary residence is in Illinois, and then you shouldn't have deposited until they acknowledged your circumstances in WRITING and gave you the ok. If they want to screw you on a technicality, then I think they can. There's just no class left in the business anymore.
     
    1 person likes this.
  24. Jun 22, 2007
  25. bellerock

    bellerock Casino Representative

    Occupation:
    CSR Supervisor
    Location:
    South Africa
    Hi Goldengreeke,

    Please provide me (via a PM) with your details and I will look into this for you.

    Best regards,

    Belle Rock
     
    1 person likes this.
  26. Jun 22, 2007
  27. pangloss

    pangloss Dormant account

    Occupation:
    Finance
    Location:
    Australia
    Hello Belle Rock

    Now that you're here would you kindly address the content of the above quote. Stop treating players with contempt and kindly address their concerns instead of merely stamping out the odd spot fire.

    Specifically, why do you carry on with all this document nonsense only AFTER a cash in? Why dont you insist on proof of ID prior to accepting deposit funds? Failure to insist on ID at the time of deposit exposes every holder of Credit Card, Neteller, C2P etc to having their funds illicitly used for unauthorised use. Please respond.


    ...
     
    2 people like this.
  28. Jun 22, 2007
  29. tim5ny

    tim5ny Quit Gambling

    I agree!, and I've always whined about this issue. But it aint never gonna happen! Even the "best" casinos out there wont do it. Could you imagine how fast they'd have to work to clear your documents so that you could make that first deposit? They don't want anything standing in the way of money coming in.. but money going out, there's no hurry there!
     
    1 person likes this.
  30. Jun 23, 2007
  31. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    1 person likes this.
  32. Jun 25, 2007
  33. goldengreeke

    goldengreeke Dormant account

    Occupation:
    sales
    Location:
    Illinois
    :)Case might be resolved. John, from bellerock, has been helping me with my problem with the documents. Seems the whole thing was mostly my mistake. I registered under "Gene", the name I go by, and my withdrawl was under my REAL name, "Eugene", so there was some confussion on that issue. John feels he can take care of the problem and get me my money. If so, I will spread the word that Gaming Club is a good Casino,( their slots are the loosest I have found), and will continue to play there:thumbsup:
     
  34. Jun 25, 2007
  35. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This is the problem with some casinos, like the tax office, you are expected to use your LEGAL name, not one that you might use socially. Worse, using your "legal" name also requires that any supporting documents are also in your "legal" name.
    This can be a problem for children in step-families, where they "legally" hold the name of their biological father, but socially use another name, such as that of the current father figure, or the mother's original name.
    A few brands allow the registration of a nickname alongside your formal name. The nickname is what is used for promotional prize winners, scoreboards, & big winner publicity.

    Since they do not know you as "Eugene", they will flag the account if the documents provided state "Eugene", and are from your other address as well.
    Terms usually state that the name you register with must match the name used on the credit card or eWallet used to deposit. They should also make it clearer that this matching should be over everything, including official documents that you might be asked to provide to prove ID when you win something.
    Since some players play for a long while before ever cashing out, this problem can remain undiscovered for months, possibly even years if you are the kind of player the casinos really like.

    If you have made this same mistake at any other casino, best get it sorted out now, before having a decent win. If they won't sort it, just don't deposit again.
     
    2 people like this.
  36. Jun 26, 2007
  37. winbig

    winbig Keep winning this amount.

    Occupation:
    Bum
    Location:
    Pennsylvania
    So true VWM, but the casino in this case is just splitting hairs. Common sense dictates that Gene = Eugene.
     
    1 person likes this.
  38. Jun 26, 2007
  39. Dekon

    Dekon Dormant account

    Occupation:
    Self-employed
    Location:
    Mississippi
    Typical Bellerock! They didn't need all that info to take your money did they! It's B*ll $hit! I waited 3 months for them to pay me and threw away $15K with them cause I never thought I'd see it and now I never will! :mad: LOL.
    I hope they do you right! Hang in there.
     

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