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RIVERBELLE AGAIN!!!!!!!!!!!!!!!!

Discussion in 'Online Casino and Poker Complaints - old section' started by scrollock, Jul 12, 2005.

    Jul 12, 2005
  1. scrollock

    scrollock Senior Member

    Occupation:
    google
    Location:
    boro, uk
    i cant be bothered looking for it, but i started another thread where river belle had given me a 10 loyalty bonus, the terms and conditions for this loyalty bonus keep varying, from there being an unequivocal "there is no terms and conditions at all" to " you must wager your bonus x200 times and it must be on slots"

    as i related in the previous thread, if i was going to wager my bonus 200X on slots they can stuff it and im not playing there again.

    well at the weekend they sent me a fairly reasonable bonus, so i decided to phone up belle rock again and clear up this bonus issue, as the bonus money was still in my account. i asked the operator if i delberalty lost the money or forfeited the money would i be able to get on with the new bonus, to which i was told i would still have to fulfill the WR of the old bonus.

    but since i DIDNT want the old bonus and have asked for it to be removed DESPITE the fact i have managed to roll it up to 6X's bigger than what it was, they still wont take any action, so i can only conclude one thing

    that belle rock are now specialising in trap bonuses, i.e. credit someones account with a token 10 bonus with a x200 WR on slots, i.e. a bonus you could never withdraw, your account is then left with a horrendous WR for a reasonable bonus that comes along shoprtly after.

    i thought maybe this was a communication problem again, especially considering the state of the CS at bellerock, but i have just spoken to someone who was going to "check out" the problem, he put me hold, kept me waiting an age, only for someone to eventually come along,pick up the phone and then slam it down on me before i had chance to speak.

    so i have just question for the bellerock representative, (although i doubt i will get a response), but if you are going to go down the route of running a shoddy casino, why dont you go the whole hog and just get playtech software in.
     
  2. Jul 12, 2005
  3. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Slam down the phone? :what:

    You should be getting an answer here - Bellerock has been monitoring the forum pretty closely as of late. In the meantime, you may want to express your dissent with eCOGRA. See what's up.
     
  4. Jul 12, 2005
  5. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Seems sheer stupidity on the casino's part. You cannot get over the 200x bonus so you dont deposit and the casino loses out in the long term. Oh,cant they be a bit more flexible.
     
  6. Jul 12, 2005
  7. scrollock

    scrollock Senior Member

    Occupation:
    google
    Location:
    boro, uk
    as you know CM, bellerock is one of the few reputable groups out their, and to the credit of the bellerock representative on here, he has admitted that the CS is a shambles. but this problem with them has been going on quite a while now.

    basically my problem is that i have been given the loyalty points, ( you know the ones you get, i.e. a penny for 1000 you do). this has been dumped into my account, it was only 10, i played it, and rolled it upto 61, but the system wont let me withdraw it.

    everytime i phone up i get various excuses from its "as it is a standard bonus, you have to go by belle rocks standard bonus rules of x200 on slots" which is news to me as i have never seen that in any BR bonus T+C's, but i have had it repeated to me by more than one member of staff at belle rock, to know that it is written down somewhere, probably in front of the CS operator at their headquaters under the label "IF YOU CANT ANSWER THE QUESTION USE OUR FAVOURITE CANNED RESPONSE"

    other times i get "as its a loyalty cashback, it has no WR", which actually sounds more correct, however when i get an operator who says this, i then point out i cant withdraw it, to which i get the "i'll put you on hold"

    now the latest i have heard, is that even if i deliberatly try to lose this money, they are going to hold the T+C's on this on the next bonus or any other money i deposit into bellerock.

    YES, even if i didnt have another bonus, if i deposited money into bellerock i am commited to spending 2000 on slots whether i like it or not, even though the bonus might have long gone, (NOT TO MENTION I DIDNT WANT IT & DIDNT ASK FOR IT)
     
  8. Jul 12, 2005
  9. scrollock

    scrollock Senior Member

    Occupation:
    google
    Location:
    boro, uk
    EXACTLY!!!

    i played at them quite regularly, till they dumped this 10 into my account, since then i havnt played their except for messing about with this "10"
    so they have lost my business, and before they even think of accusing me of bonus abusing, they have sent me loads of bonuses recently, all of which i have ignored, but they have sent me a fairly reasonable one which i am willing to play.
     
    Last edited: Jul 12, 2005
  10. Jul 13, 2005
  11. bellerock

    bellerock Casino Representative

    Occupation:
    CSR Supervisor
    Location:
    South Africa
    Hi Scrollock,

    I am looking into this bonus issue and will have some answers shortly. Please can you PM your details to me ASAP so that it can be resolved. The issue with CS is concerning as the level of service has improved 100%. I will review the call and find out why it was terminated and not concluded.

    Best regards,

    Belle Rock
     
  12. Jul 13, 2005
  13. Bruce Hamilton

    Bruce Hamilton Dormant account

    Occupation:
    What's a job?
    Location:
    USA
    My thoughts exactly... We get $100 in credits and have to wager $2000 before we can cash out?
     
  14. Jul 13, 2005
  15. scrollock

    scrollock Senior Member

    Occupation:
    google
    Location:
    boro, uk
    after over a month of not being able to withdraw my funds, they have suddenly become withdrawable. anyway have sent the BR rep a PM explaining the problems i have had.
     
  16. Jul 14, 2005
  17. bellerock

    bellerock Casino Representative

    Occupation:
    CSR Supervisor
    Location:
    South Africa
    Hi Scrollock,

    I have got your details and will look into this further.

    Best regards,

    Belle Rock
     
  18. Jul 15, 2005
  19. bellerock

    bellerock Casino Representative

    Occupation:
    CSR Supervisor
    Location:
    South Africa
    Hi All,

    I have looked at the issues raised by Scrollock and have the following to report back:

    1. There are NO wager requirements on the Loyalty Points earned by playing at our casinos.
    2. The message Try again later will only display when attempting a withdrawal if there is a server error and not if you have not met wager requirements. It appears that there was a connectivity or server issue when Scrollock was attempting the withdrawals.
    3. The CS agents deal with loyalty POINTS (mentioned above and earned continuously by playing at the casinos) and loyalty BONUSES (given to players periodically with wager requirements attached) and they can confuse the two in discussions with players hence the differing feedback regarding whether there are wager requirements or not. This is a terminology issue that we need to address on our side to avoid confusion.
    4. I am still looking into the 200x wager requirement concerns.

    It seems that the problems faced by Scrollock were caused by a coincidental server error combined with confusion at the CSC. I am glad to hear that it has been resolved and apologize to Scrollock for the frustration and inconvenience we have caused.

    Best regards,

    Belle Rock
     
  20. Jul 15, 2005
  21. bellerock

    bellerock Casino Representative

    Occupation:
    CSR Supervisor
    Location:
    South Africa
    Hi Scrollock,

    I forgot to mention the issue of the call to the CSC. I have listened to the recording of the call. The agent puts you on hold and calls another department for some input on the problem. When the agent returns to the call the line is dead. It appears that the agent inadvertently hung up the call when trying to retrieve it. Again I must apologize for the mistake and thank you for your patience.

    I have now confirmed what I thought, we DO NOT have any bonuses with a 200x wager requirement. It is possible that the agent confused the calculation of the requirements and the wager through was only 20x. I hope that sets everybodys minds at ease, Belle Rock has not lost the plot.

    Best regards,

    Belle Rock
     
  22. Jul 15, 2005
  23. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Wowwowwow. Such a long string of errors. If bellerock doesnt shape up we might as well have a lasting thread on this group for the next 6 months.
     
  24. Jul 15, 2005
  25. vedat

    vedat Dormant account

    Location:
    TURKEY
    for all the casino operators

    hello
    i think all casinos should have teach their rules and stuff to their support people well so they can explain the players rules well when we call... i have seen this kind of things alot of times casino supports doesnt know wagering requirements or rules of their casino well so they can give mislead information
     
  26. Jul 15, 2005
  27. MrWolf

    MrWolf Senior Member

    Occupation:
    Journalist
    Location:
    London
    To be fair, apart from an initial problem with a cashin at Aces High when I resumed playing there following a sizeable absence, I've experienced decent service from Bellerock.

    Cashins go through smoothly (although I wish Bellerock would follow 32Red's lead and reduce the pending period to four hours), and generally when I've had to speak to customer services recently they've been polite and helpful. Around two or three weeks ago I didn't receive a promo nearly a week after claiming. I spoke to a lady in customer services on the weekend, she identified that the problem was that I'd deposited and played during the relevant time frame in England, which differed from where Bellerock's situated. She said she'd inform the promotions department and was sure the promo would be credited, which it duly was.

    It's easy to criticise, and while some of the criticism is justified, it's also nice to say well done when a casino gets things right. Now if only the Bellerock rep can help me get my third online Royal of the year (afterall, my second was at Aces High), I promise to say even more nice things about them! LOL
     

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