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Loyal Player leaving BelleRock - Am I crazy?

Discussion in 'Online Casino and Poker Complaints - old section' started by LRDell, Feb 11, 2006.

    Feb 11, 2006
  1. LRDell

    LRDell Experienced Member PABaccred

    East Coast, USA
    Hello Forum: I need some input on whether I am doing the right thing in pursuing a payout on the following situations, or if BelleRock is completely right and I should just let it go.

    Critical Information: I have been a very loyal BelleRock client for over two years - hundreds of thousands wagered. I use an older (Pentium II, Windows 2000 SE) computer and dialup when at home. I have had an upgrade server problem which is unresolved (except that I have a new computer unpacked but not yet set up!)

    In October of 2005, I was playing Cashville at Jackpot City and hit the three bonus symbols. But when I clicked on the safe guy, I got a screen which showed the guy on the left but no safes to choose from. I did call BelleRock that evening and they reasonably requested the transaction number. I got busy and never got around to it, but I did do a screen shot (Attached). So I never got any bonus payout. When I click on Cashville at Jackpot City on this computer, I still get the frozen screen, but my other games play fine.
    View attachment 2125

    View attachment 2126
    I continued playing other games at this casino, and at all four of my BelleRock casinos where I play. Then last week, the very same situation happened on Cashville, but in Aces High (and I was on a heck of a roll, so I was hopping mad!). So I took my screen shot, and continued to play, knowing I was going to need to get the transaction number which would take a while.

    I then emailed BelleRock with the screenshots and the transaction number at Aces High (the info was outside of the available dates at Jackpot City) with the request that they pay out some kind of winnings on these two transactions. After all, these bonus screens provide a guaranteed win of up to 20,000 credits. Naturally I requested the highest possible payout, since the I was unable to make a selection, but I expected them to counteroffer, and I would have accepted a reasonable centerpoint payout.

    Many emails back and forth, with several assurances that it had been escalated (to Microgaming, to Player relations, etc), this was the final response: "You have to understand that from the casino's point of view, it is not possible to offer you a cash settlement, as there is no concrete evidence on our side that there were any discrepancies with regards to the payouts. If you had stopped playing the moment that you encountered this problem, we could have then investigated that particular transaction in detail, but as you continued playing, and continued encountering problems, this is no longer possible." They did offer a "fabulous" prize from one of their gift catalogs - looked to be approximately $40 - $50 range.

    I wrote back tonight that I wanted some concrete evidence that they paid a bonus amount on those transactions, but my frustration level is now through the roof. They were unfailingly polite and mostly responsive in a timely manner, but I believe that they missed the point of the lost winnings.

    Do you guys feel that there should be a payout in a situation like this, or should I just shut up and keep playing at BelleRock?
  2. Feb 11, 2006
  3. realwtfsup

    realwtfsup Experienced Member

    They have the right to do whatevr becuase it is a game malfunction and that is in there T&C.

    You have the right to take your business elsewhere if they do not satify you as custemer.

    I have stopped playing at good online casinos before becuase they did not satify me. I do recieve there meails asking me to come back but they goto the trash.
  4. Feb 11, 2006
  5. scrollock

    scrollock Senior Member

    boro, uk
    the golden rule is if the game F***s up is you stop playing take a screenshot, and immediatly reboot, then go back into the game to investigate what has happened.

    either one of 4 things will have happened.

    1) the game/hand is resloved and you can see the outcome

    2) the game/hand is reset to the beginning

    3) the game/hand is in the middle awaiting a decision from you

    4) the problem is still there

    for the first 3, you can carry on as you know what has happened to your money,for the last one, common sense tells you that you dont play anymore and you ring up the casino immediatly.

    the last thing you do is play on and come back to it later, its akin to going in a shop and then returning a week later to complain you were short changed, while you may be genuinly honest, the fact is no-one is going to beleive you, not to mention the fact that its too late to verify a lot of things, which always raises suspicion

    so although i do feel you are geniune about this, bellerock has given the right response, the fact that this happened several times and you have carried on playing can only add to bellerocks suspicions.

    the only i think you can prove your case,is to keep playing and when it happens again then immediatly contact bellerock, at which point you prove that you have been at wrong end of a long running malfunction, then they should hopefully look at your past claims more favourably
    1 person likes this.
  6. Feb 11, 2006
  7. managra

    managra Dormant account

    If that was the case, you could have gone to Playcheck and readily obtain the game/transaction number.

    The bonuses and free spins are mostly what will assure a good session. So, if you had problems with their bonus screens, there's just no point in continuing to play (even if you were running hot until then).

    Did you ever encounter similar problems at any other MG site/group? If not, you might want to install Belle Rock casinos again (and making sure all traces of previous installations are completely removed). Or, stick to casinos where the sw works reliably for you.

    If you had indeed been a very loyal customer to BR for a couple of years, you would have expected them to make a nice goodwill gesture (even if responsibility for the issues here might be grey areas). The more so since you did provide both screen shot and transactions for the failed bonuses at Aces High. I find cs at BR rather unimaginative, and impersonal, when it comes to dealing with problems. They keep on sending similar cut and paste emails, albeit polite, that are not very helpful and, in fact, irritate you more and more. If that's the case with you, time to move to some other casinos.
    1 person likes this.
  8. Feb 11, 2006
  9. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    When you have bonus rounds or free spins, as long as you dont choose/pick anything or dont press the free spins button, you should be getting the same screen once you go back to play the same game. It doesnt matter whether you have played other games. In this particular game ie Cashville,since you havent picked anything yet, theoretically you should not be able to play another game of Cashville until your choice is made.
    2 people like this.
  10. Feb 11, 2006
  11. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    MG Software

    As the forum "expert investigator" on MG screwups I suggest the following to try. If you did not pick a safe, the pick bonus is still there held on the server to be resolved. Once you are able to fix the display fault you will be able to complete this transaction and receive the payout. It is possible that the game files on your PC have been corrupted. As well as reinstalling the casino, you could try the "casino repair tool" on the installation straight afterwards. Because the wager is unresolved, it will still be held in Playcheck, and may show under "detailed view". The fact that Crapville launches back to the duff screen shows that the wager is held on the server. You can accept anything Bellerock offer on top because I expect you will eventually get this to pay off with the new computer.

    Possible quick fixes:-

    Use a friend's PC to log on under your own account (remember this will be saved in your friend's PC registry).
    See if the Flash casino can access the stuck Cashville bonus round.
    On the installed casino, manually delete the game files for Cashville from the folder in "Program Files" - there are around 4, but will all start with "cashville". Relaunch casino and get it to download Cashville from scratch and try to enter the game again.
    Try clicking the screen as if there was a safe there, even though you can't see it!!!!

    I might be able to simulate the likely outcomes by forcing this fault in a "fun" account (although I will have to pretend not to see the safes!).
    3 people like this.
  12. Feb 11, 2006
  13. LRDell

    LRDell Experienced Member PABaccred

    East Coast, USA
    Great thoughts Weatherman. I went to the flash casino but alas Cashville isn't one of the available games. The friend's computer idea was good, too, but I am the only one of my group crazy enough to ventured into this world, so none of my friends have casinos on their computers, or want any.

    I would think if these transactions were just sitting in limbo on the server that the technical department would have responded with that information.

    I will keep seeking a resolution. I have already been weak and been back to one the of their casinos.
  14. Feb 13, 2006
  15. freakin

    freakin Dormant account

    NOC Technician
    If these are still unresolved, then using a friend's computer is your best bet. Bribe them with $25 or something to install the software on their computer, with the promise that you'll remove it as soon as your done.

    This shouldn't be all that difficult to resolve, assuming the games were left unfinished.
  16. Feb 14, 2006
  17. silcnlayc

    silcnlayc Just one more spin pleez! CAG MM PABnonaccred PABaccred

    IT Director of Operations
    Left Hungary
    Ditto on glitch

    I too have had the same kind of glitch but on a different game and stopped right there with it sitting on my screen , took a screen shot in case it disappeared (but it didn't) called the casino while viewing the "glitch" and they (cs) asked me to send them the screen shot since they coudn't access this particular transaction as it was not completed.
    Except I did not reboot till they told me too.

    I did as requested and also sent it to Ryan Hartley one, then I posted it here on the CM site (the screenshot) and it was removed. It is a very highly respected casino (Intercasino). I too have enjoyed many an hour there but the response I recieved was less than acceptable and it is the following:
    They never responded to the winning combination or offered to pay for the winning combinations that landed on the lines much less give me the 5 spins regardless if I won over that amount allowable during play. Not my glitch, but they took my money during this glitch, they did without a hello, kiss my nose or nothing... I got nothing, nada , zilch from them. So, the end of the story is, even when you prove you have won, you actually have lost.

    As much as I liked this casino, it went down hill in my book right then and there. I still play there but much, much less. My comps have shrunk to 1/10th of the amount it used to be so that will tell you how much I quit playing there.:( One of the worst problem solving efforts I have ever experienced.
  18. Feb 14, 2006
  19. GrandMaster

    GrandMaster Ueber Meister CAG

    Mathematician by day, online gambler by night.
    Flash and download games are separate, he would have to download the casino on his friend's computer. It would have to be a friend who does not already have an account at that casino, otherwise there might be security issues.
  20. Feb 14, 2006
  21. scrollock

    scrollock Senior Member

    boro, uk
    is that to cover the cost of the fact they wont be able to claim the no deposit in future should they wish to do so ?
  22. Mar 7, 2006
  23. LRDell

    LRDell Experienced Member PABaccred

    East Coast, USA
    Update and good outcome

    After several failed attempts to download, I had them send me a disk with the casino software on it. Still wasn't the easiest thing to get is all loaded but when I did . . . . bingo!. The frozen screens were saved on the server at Microgaming, and I was able to select a bonus on each screen.

    Did great on one - 20,000, but only 2600 on the other. But both were dollars I never thought I would see.

    Thanks to those who suggested fixes and to BelleRock for putting up with my whining while I got it fixed.
  24. Mar 12, 2006
  25. madison

    madison Dormant account

    There is a good lesson for us, in that LRDell did things the right way with regard to the politeness under pressure and perserverance with the casino. Makes it a little easier when the casino is nice back too but with 20,000 looking lost I dont know if I would have been as calm as LRDell. Congrats and I am glad to got somewhere in the end. :thumbsup:

    Madison x

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