River Belle - resolved

Flower Girl

Dormant account
Joined
Dec 25, 2004
Location
Los Angeles
I can't believe how bad the customer service is at River Belle. I made a deposit through Neteller on the 22nd. It didn't show up in my account, so I sent them an email. I got no response on the 23rd, so I emailed again giving them the NT number from Neteller, again no response. Later on the 23rd I went to the online chat and they said they would look into it. Yesterday, the 25th I still had heard nothing so I emailed again giving all the details.

Here it is the 26th. I still don't have the $600 in my account, and I have not even had the courtesy of an email from them. I expected much more from a casino recommended here. It's not that I think they are dishonest, just they have awful customer service. If I ever get my $600 from them I will definitely take my business somewhere else.

I did see someone elses post about click2pay, but I thought it was some problem with that service. How are other people's experiences with this place?
 
1 800 890 3304 call this number right here , i am sure they will help you. People was out for the hoildays, they most likely short of staff
 
I've never thought much of this group. IMO, their customer service is worse than Omni's and Intercasino's, and that's pretty bad, as Omni and Intercasino usually don't answer Emails until you send them two or three inquiries (at least that's been my experience).

Keep after them; they will fix the problem. It's just too bad you have to spend so much time getting problems resolved.

As to the casino being short staffed because of the holidays, that's a bunch of BS. The casino is open 24/7, so all their support and banking elements should be open and staffed 24/7.
 
Not to sound redundant, but many casino emails a blocked by spam filters by default. It wouldn't be the first time this happened. Please double check these - I've also PM'd the CSR supervisor as well about this.
 
Flowergirl: Don't worry, you'll get your $600. It's an honest group. Having said that, I have decided to take (most of) my business elsewhere as well. Reason: slow customer service. I have been a loyal customer of the Belle Rock group in the past 6 months and I've wagered quite a lot. Lately though the customer support has started clogging up. I had a similar experience just before christmas: a Neteller time-out (not the casino's fault per se), got the NT code, was assured they would sort it within 24 hours. They also denied my invitation bonus twice on the grounds that the deposit hadn't been made within the time frame (which was not true at all). I asked the online chat fellow whether calling their phone number would help, and he said no, the procedure is the same.

Eventually I got my credits, and I got my bonus as well, no problem, but it took upwards of 72 hours which is way too long in my opinion. I told them at 48 hours that if they can't speed it up I'm reluctant to employ their services in the future. They weren't impressed. Finally I got an e-mail simply saying that if I decide to keep my real player account after all, I am welcome to claim more bonuses but that I should pay attention to the bonus terms :confused:

I have always played according to every single term and rule so I thought this was a bit unnecessary.

So I think although it is an honest group and things eventually work out, to me the idea of spending a large portion of my precious free time dealing with customer support is not very attractive.

Having said that, Belle Rock offers very nice bonuses quite regularly, so I'll probably keep taking those anyway. For my bigger deposits I'll turn to another casino (namely 32red), at least until I'm convinced they've enhanced their cs.
 
Not sure if this is any help.

I had same problem with Fortune Lounge Group. When I called them they said the people who track down the missing deposit can take up to 3 business days. They also said they do not work on weekends.

Hopefully they track it down for you soon.
 
First I just want to say that I do expect to get the money eventually. It's not that I am worried they would out and out steal it. Second, this has absolutely nothing to do with a bonus. This was a simple deposit. Third, it is possible that my email account is blocking them, but wouldn't that be quite a coincidence given that I did receive an email from them before making the deposit telling me about all their winning opportunities.

As for being short staffed because of Christmas. Call me Scrooge, but if I owned a casino I would say to myself that the only thing I have to offer different than every other Microgaming casino is customer service. I might think that people are home from work on weekends and holidays so I would think that would be a time to have MORE staff, not less. But maybe that is just me.

I will try your advice of PMing them and let you all know how it goes.
 
Well, here it is the 28th and still no word, and no money. I PMed the Belle Rock person here yesterday and still have no response. I went to the online chat and waited for 5 minutes but nobody answered. Pretty shameful if you ask me.
 
You're right - this is unacceptable from a top casino Support, over a holiday or not. I've contacted a couple people to see what the problem is.
 
Flowergirl, try this phone number +44 7870 565960. My contact is away until January 3 but his staff should be able to assist you.
 
Jetset, your recent article in GOM should be required reading by all casino managers.

It is strange that some of the largest online casinos have such weak customer service.
 
Last edited:
Flower Girl said:
Well, here it is the 28th and still no word, and no money. I PMed the Belle Rock person here yesterday and still have no response. I went to the online chat and waited for 5 minutes but nobody answered. Pretty shameful if you ask me.
The person you PMd is on holiday break, and many of their offices are closed. But then again, it is unacceptable that a casino group as big as this can't get a holiday skeleton crew to take care of this. My apologies.
 
paul02085 said:
Jetset, your recent article in GOM should be required reading by all casino managers.

It is strange that some of the largest online casinos have such weak customer service.

Thanks, Paul - it's a business-critical area that is astonishingly neglected and needs constant management supervision to ensure the player is treated properly imo.
 
resolved

Well, after spending 10 minutes on the phone with them today, and then waiting 2 hours, I finally received my deposit. They had some story about $600 being more than their deposit limit of $500 and that is why the computer kicked it back. They said this happened when they tried to credit my account on the 25th?! Merry Christmas.

Of course this didn't explain why they never responded to any emails or any of the other questions that sane business people would think of. Anyway, thanks everyone here for your support.
 
Glad you got that sorted out, Flowergirl. But I agree that this level of customer care is not good enough. I'll take this up with my contact once he's back from the Christmas break.
 
Redeemed??

** FLower Girl, I am very happy to hear that you have this lot sorted. I'd be very upset if RB did not sort this out as they are one of my fav places online. I have known the casino from the 'day it was born' (doing my best meatloaf voice!). Can anyone remember the 'old days' when you had to wait TWO WEEKS (standard) for a pay out, and then another week because they had to send it to you, and depending on the local 'mail' you MIGHT get your money in a month?! Just shows how the industry had changed aye! (And of course, how spoilt we became!) Then again, one cannot have expectations if one was not lead to them!! *sigh* **
 
Hi Flower Girl and all others.

Compliments of the season to you all, and I hope you will have a fantastic 2005.

Flower Girl, sorry to hear about the poor service that you received, and I can assure you that I will be following up on this as we strive to improve our service all the time. You are all right; the fact that a number of our staff take leave over this period is no excuse. I am glad that the problem was resolved, and should you need anything further please do not hesitate to contact me.


Best regards,

Belle Rock.
 
Flower Girl said:
I can't believe how bad the <a style='text-decoration: none; border-bottom: 3px double;' href="http://www.serverlogic3.com/lm/rtl3.asp?si=5&k=customer%20service" onmouseover="window.status='customer service'; return true;" onmouseout="window.status=''; return true;">customer service</a> is at River Belle. I made a deposit through Neteller on the 22nd. It didn't show up in my account, so I sent them an email. I got no response on the 23rd, so I emailed again giving them the NT number from Neteller, again no response. Later on the 23rd I went to the online chat and they said they would look into it. Yesterday, the 25th I still had heard nothing so I emailed again giving all the details.
Here it is the 26th. I still don't have the $600 in my account, and I have not even had the courtesy of an email from them. I expected much more from a casino recommended here. It's not that I think they are dishonest, just they have awful customer service. If I ever get my $600 from them I will definitely take my business somewhere else.

I did see someone elses post about click2pay, but I thought it was some problem with that service. How are other people's experiences with this place?


Yes you did see someone else with this problem
https://www.casinomeister.com/forums/threads/lucky-nugget-bell-rock-gaming.6109/?t=6109
It was me.....i had to wait from Friday night..till monday afternoon for them to credit my account. My problem was the slowness. They told me they didnt' have anyone there to fix it on weekends....
 
Well here we go again, my husband just deposited $50 into Aces High, it came out of the neteller and did not show in the casino, once again email support no reply, why my husband gave this group another try I have no clue.
 
We too have about had my fill with Belle Rock. It took 28 days to receive a $5,500.00 withdrawal with phone call after phone call and every excuse in the book. Then my husband received an email for a bonus, however there was no bonus amount stated, no promo # and where it stated to click on the link to claim the bonus, there was no link. He emailed the asking to clarify the bonus and no answer. 2 days later he received a reminder email for the bonus and again, no information as to how much or the link to claim it. Emailed them again 4 days ago and still no answer. Seems their CS needs some serious help and with all the available casinos, we'll certainly take our business elsewhere.
 
Belle Rock hasn't offered me bonuses, ever. I've deposited large amounts, ~$500+ and never received a single reason to ever deposit there again. The group I guess has gotten to big for their own good.
 
WOW!! Every time I am away from the office and not monitoring the board it seems like the wheels fall off :eek2:

Vixen I have got your mail, and I will look into this for you ASAP.

Largeeyees, please PM your details to me and I will look into this. It is possible that you have opted out of email communication or changed you email address because all players are sent bonus offers regularly.

Ladyspeed, please can you forward or post the bonus emails that you received to me so that I can follow up on this.

jmildstone, Thank you!
 

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