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River Belle - V Unsatisfactory withdrawal

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Avatar73, Oct 12, 2007.

    Oct 12, 2007
  1. Avatar73

    Avatar73 Experienced Member

    Occupation:
    Pilot
    Location:
    UK
    Ok, in brief:

    In September I made a withdrawl to card for 79.
    Whilst checking my records over a month later, I realised this had never been paid, so I chased it up.
    My card had by this time expired, so I replaced it.
    I was told a "technical error" had meant my payment had not been processed. Whatever.
    Anyway, then I get an email saying I was getting a bank transfer for 74.
    Note the missing 5.
    I queried this, and in an instant chat was told that bank transfers are charged at 5 a pop, so that's where that was.
    However, I had only ever made a card withdrawal, and at NO time was I ever informed over any charges, and at NO time did I request a bank transfer.
    They claimed I didn't have a card registered which isn't true. It is there in the banking screen to prove it.
    They said they could reissue payment for the full amount.
    Then I just got an email explaning why I was charged 5 - which I already knew - and nothing about reissuing the full amount, which is what I had been told.

    ISSUES: Well I want my 79 in full really. It was 4 comps plus 75 cold deposit that I decided not to risk in the end.

    COMPLAINT? Well, this is an accredited casino. Yes it is only 5, but why are they making such a fuss then? It is perhaps only a fiver, but I don't want to lose 5 quid for no reason, I can do that myself on slots. I was not told about being charged at any point. It is the principle here. I think when they re-issued the payment they decided all on their own to abandon my credit cards and try to charge me for a bank transfer without telling me. Bank transfers are free anyway, so I have no idea why they charge.

    WAIT? Is this too soon to post? Well I am sorry if it is. However, this has the feeling of dragging out (2 months and counting) and involving some faff, so I thought if I brought it up here perhaps it could be nipped in the bud. Otherwise I'd probably just post later on anyway.

    INVALID? OK if you don't agree with me then please say. But I object to not being paid, having to chase it up myself, then being charged for something I didn't want, agree to, and should never have happened.

    EVIDENCE: I have bank statements, emails, screenshots, and transcript logs to back this up.

    Thanks!
     
  2. Oct 12, 2007
  3. lojo

    lojo Banned User - repetitive violations of <a href="ht

    Occupation:
    Tradesman
    Location:
    USA
    I can sure empathize with your grumble, and yeah it's only five bux but it's the principle, and I don't suppose your gonna PaB over a fiver, and yeah, it's costing them a lot more in wasted rep time and customer satisfaction than five bucks so what's their problem, why don't they just give it up!?!

    And then there's this other voice in my head that says, for crying out loud, it's a fin, eff it! But it's not my fin, so I can't really say that! Has the rest of their customer service been good? I like lucky nugget just for that comp money ( I think they're the same group?)

    Good luck avatar, and I hope they give you 'a few dollars more' :)
     
  4. Oct 13, 2007
  5. Avatar73

    Avatar73 Experienced Member

    Occupation:
    Pilot
    Location:
    UK
    ha yeah, indeed! I know what u mean.

    But first, they would probably never have paid me if i hadnt drawn their attention to it. Then they do something I dont want without telling me and charge me a fiver for the privilege. It just really irks me that they think they can just do this to people. Believe me, I will PaB if it doesn't sort itself out, coz it irks me that much. But they are accredited, and mountains and molehills aside, in all fairness, they should have some time to see if they can sort this out themselves first!

    No response to emails yet......
     
    1 person likes this.
  6. Oct 13, 2007
  7. bernynhel

    bernynhel Dormant account PABnononaccred PABnoaccred

    Occupation:
    Loafer
    Location:
    Los Angeles
    It's RiverBelle's responsibility that you ever even considered this to be an issue at all so **** THEM! It's nobody's business but your own how you feel about it and, quite frankly, I'd be 10 kinds a mad just due the fact that RiverBelle obviously considered this matter too trivial to care what you thought! I'm drove just thinking about it while I'm still waiting (going on 3 weeks) for my dough from a cash-in from another accredited MG casino group! GRRRRRRRRRRRRR!
     
  8. Oct 13, 2007
  9. Avatar73

    Avatar73 Experienced Member

    Occupation:
    Pilot
    Location:
    UK
    Yep! It's a case of how they handled it as well... they dont seem to care. But I will NOT put any money into some 2 bit outfit that "forgets" to peocess my withdrawal, then charged me 5 quid for something i never authorised, then tells me thye will reverse it and pay in full, then sends an email telling me why they charged me (well i know already) and then ignores me.

    Not a great way to do business, over a fiver.
     
    2 people like this.
  10. Oct 13, 2007
  11. lojo

    lojo Banned User - repetitive violations of <a href="ht

    Occupation:
    Tradesman
    Location:
    USA
    It's amazing some casinos are so dense... I've played free chips and very low stakes at a few to test the waters... some have treated me as expected:the same as if i deposited or withdrew four digits... some messed around over piddly-diddly-squat and found themselves forever banished from my game.
     
  12. Oct 13, 2007
  13. Avatar73

    Avatar73 Experienced Member

    Occupation:
    Pilot
    Location:
    UK
    Yeah! Seems a bit silly! Sometimes customer goodwill is worth a LOT more than 5, 10, 50 bucks! Makes no sense.

    Anyway I have only had a good experience here before really, tho i didn't play a lot.

    They have sent an email saying they will try to change the withdrawal and refund the full amount, but their finanace department only works mon -fri. Ho hum. Anyway they should email mon/tues, so at least they're moving.

    So other than poor information and not great treatment, there's not really any other issues here at the mo, and at least they seem to doing something about it (altho only eventually).

    (oh and i spose its not "poor" treatment as far as some places go either!)
     
    1 person likes this.
  14. Oct 15, 2007
  15. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Funny how they are not so "laid back" when it comes to a PLAYER being in the wrong over a relatively small amount.

    In the past, casinos would bung you a free chip for the inconvenience of their error, then they began to feel resolution alone was enough. This is new, they are making a CHARGE because they made an earlier mistake.

    BelleRock have been constantly critisized for the ineptness of their CS when anything happens that requires some kind of non-standard action. If it's on the script, everything is usually fine, if not, you face an uphill struggle - often enough to prompt deinstallation of the casinos. It then costs them to get you back, or attract a replacement player.
     
    1 person likes this.
  16. Oct 16, 2007
  17. gerilege

    gerilege Meister Member PABnorogue PABrogue

    Occupation:
    IT
    Location:
    Hungary
    One note

    I assume it was a VISA card. The strange thing is that it is possible to withdraw to an expired VISA card assuming that you still have the bank account behind it. In one casino I used two cards, and one was later expired. The casino issued me some part of my withdrawal to the expired card (two months after the expiration), and I have received the funds without problems.
     
    1 person likes this.
  18. Oct 16, 2007
  19. satchmo

    satchmo Dormant account

    Occupation:
    All and nothing for Play'n Go
    Location:
    https://www.allbingo.net/
    They takes fee for using visa? Taht is against the visa rules.
    A least here in sweden.
    Stores took a small amount if you paid small amounts with it.
    People gladly payed, but not me. I have read the rules for visa. I pay a fee every year to visa, and no extra fees can be taken. If a company takes out any fee for the using the card, they will loose their licence to handle visa transactions, it sayes so in the visa rules. It dosent sayanything about expired cards in the rules, it just sayes that they cant take any fees for using the visa card.



    Satchmo the man the myth the worikng class hero....
     
  20. Oct 16, 2007
  21. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This used to be the case here, but the rules changed to allow companies to offer discounts or add surcharges based on payment methods. Naturally, many have taken full advantage. It is common to be charged an extra 2% when using VISA to pay for holidays, and many companies charge fees of up to 5 for NOT using an open ended payment method (such as direct debit or credit card continuous authority).

    This case is different, BelleRock cocked up a withdrawal, and in the mean time the card expired. They now want to charge the player because they now have to use a different method to pay because of the delay between their initial lapse, and them getting on top of it.

    They should swallow the fee, AND offer the player a free chip as compensation (with normal WR) rather than lose a loyal player and have to spend on attracting a new one.

    This should NEVER have happened, casinos tell us how secure our funds are in their hands, but this shows they are so easily lost in transit, and there is NO checking audit to pick such instances up.
     
    1 person likes this.
  22. Oct 16, 2007
  23. Avatar73

    Avatar73 Experienced Member

    Occupation:
    Pilot
    Location:
    UK
    .... thanks vinyl! You said it!

    They don't charge for VISA transactions, but as stated they charged 5 for a bank transfer withdrawal that I didn't want and at no point was I informed of the fee.

    gerilege - thanks also! Yes, not only can you withdraw to expired cards, but also STOLEN and CANCELLED ones! I cancelled one of mine, one casino wouldn't let me change card without zero balance - of course I couldn't do that unless I withdrew. Anyway, the funds turned up find, the only difference is that instead of being from the casino, it said something else in the payment description, and maybe took a day longer. Basically I think it goes to the card, oh nope, this is cancelled, so the funds go to the bank, who put it in ur account.
     
  24. Oct 16, 2007
  25. Avatar73

    Avatar73 Experienced Member

    Occupation:
    Pilot
    Location:
    UK
    Still no email... altho they said by the end of tues, so still have a few hours (or nearly a day if they "work" in the right time zone ;) ).

    Is it worth pointing them to this thread, or mentioning that I have brought this up somewhere? I don't wish to "threaten" them as such, because at the end of the day, there are much worse offences and this is only 5 quid. (But I object to them taking it with no notification and am not at all happy).

    But is it worth making it clear that I will take this up in online forums, if I get an unsatisfactory email from them?
     
  26. Oct 17, 2007
  27. Avatar73

    Avatar73 Experienced Member

    Occupation:
    Pilot
    Location:
    UK
    Still no email, but it appears the money (minus my 5 quid) has turned up in my bank account. What a.... pain.

    I sent them an email saying I would make my feelings known in online forums, but as they are accredited I'm sure they will be able to sort this out satisfactorily. Like I said, I have no wish to threaten them or tar their name with a brush that is too dirty (after all that did pay ok - after over a month ^_^), but they should also realise this won't go away until a satisfactory conclusion has been reached.
     
  28. Oct 17, 2007
  29. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    That's southern hospitality for you.
     
  30. Oct 17, 2007
  31. Avatar73

    Avatar73 Experienced Member

    Occupation:
    Pilot
    Location:
    UK
    Well I have 74 in the bank and now 5 in the casino. I tried to withdraw it, but the withdraw screens have NO options, only you put in an amount and press next. So i have no idea how it will come out. Except the minimum is 20gbp, so now i have to deposit more to get it out :mad: what a pain in the ass.

    From my latest email

    i am sick and tired of explaining to them that i did NOT select bank transfer EVER. They are not listening and i am fed up with explaining the whole sequence carefully everytime. Maybe I should just copy paste it everytime instead!

    Ok, I have all the money now, but I still can't get it, and they don't seem to listen to what I say, and don't seem that bothered really. (But at least I got the money back that they should never have taken from me in the first place I suppose).
     
  32. Oct 17, 2007
  33. lojo

    lojo Banned User - repetitive violations of <a href="ht

    Occupation:
    Tradesman
    Location:
    USA
    Ah, I'd duff 'em and do two spins on kingcashalot :)
     
  34. Oct 17, 2007
  35. Avatar73

    Avatar73 Experienced Member

    Occupation:
    Pilot
    Location:
    UK
    hmm well apprently they re-did the bank transfer for the original amount and the 5 in the casino was a bonus! Not sure how this works, but I'll give it a week to see what happens in my bank.

    If so then I might just blat the extra on King Cashalot! 20 quid or bust!!
     
    1 person likes this.
  36. Oct 23, 2007
  37. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Why not, that's what most casino CS agents do anyway:rolleyes:
     
    1 person likes this.
  38. Nov 7, 2007
  39. Avatar73

    Avatar73 Experienced Member

    Occupation:
    Pilot
    Location:
    UK
    lol, indeed!

    Well, after 3 weeks travelling in Europe, I get back, check my stuff, and no sign of my money.

    This is really bad... not sure I ever want to go anywhere near this casino again.

    Better get on the old email to chivvy them up a bit :mad:

    what a PITA!
     

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