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Serious issues with Riverbelle and their *CS*

Discussion in 'Online Casino and Poker Complaints - old section' started by SCole, Nov 18, 2005.

    Nov 18, 2005
  1. SCole

    SCole Dormant account

    Occupation:
    pool and spa supplies
    Location:
    Baltimore, MD
    Ok where to begin with this.

    Me and my fiancee were sitting down watching tv one night and we saw this ad for "Riverbelle.com", which said there is a 25 dollar bouns if you join. This was on October 26th or around that date. So I figured its free, and i have nothing better to do, so the next night i joined. Well, i went up, then down, then shot up. I was up to around 400 or so dollars and said well, Im going to cash out. So i do so, and it says that i have not met the wagering requirements, and then i contacted customer support. I talked with "Michelle", and she informed me that i needed to wager another hundred or so in the slots, i agreed and left and then went and did my wagering and then went back. This time i get Michelle again and I asked her if i could withdrawal, and if i have met all of my requirements for a withdrawal. Here is where the lies start. Michelle informed me that i have met all of the requirements, and even walked me through the withdrawal process.

    So a few days go by and i go back in there to deposit money, well i see my withdrawal was reversed and placed back into my account. So now im scratching my head. I contact Live Chat, and this time i got "Lucienda". I asked her why my withdrawal was placed back into my account and whoala, what do you know, another requirement has popped up. Now they say i have to deposit 50 dollars of my money into the account just to remove it. Well after talking with her, and telling her that Michelle told me this, she said "ok, i will escalate this to the processing dept, and we will make sure you get your withdrawal." So now, im going through the second withdrawal deal.

    Expecting this to happen again, i go back into the casino banking and find that yet again, a few days later the money was placed back into my account. This time, im not so nice.. I was very firm, but used no profanity. I get onto the live chat again and this time, it is with "Mario". Again, mario says that i have to deposit the 50 dollars into the account to withdrawal it out. After showing him the logs of the previous chats, he contacted his supervisor "Gayleen". Gayleen says well, for all this trouble, we will make sure your deposit goes through. She also sends this to me, in writing, in an email. Here is a excerpt from the email.

    Firstly we would like to apologize for the inconvenience and the frustrations what this might have caused and we can confirm that we have taken the matter up with the relevant department and that they will process your funds to your payment option what you've selected.

    We would also like to inform you that we will take this matter up with the relevant agent so that we can make sure that this will not happen again.

    Please do accept our apology and we can assure you that your withdrawal of $236 will be processed in the next 24 hours and sent to you via Courier Check and should reach your doorstep no later than 3 to 5 business days.


    Now, I start to believe that I am accually going to get the money. it has now been 4 people that said i would be getting the money, without the ludacris 50 dollar deposit (which i swear wasnt in the terms when i signed up, but alas didnt screenshot the terms) This email was sent on Nov 6th. That thursday i check to see (trust is completly gone with riverbelle/bellrock gaming) If the money was placed back into my account, and what do you know IT WAS! Now im frustrated to no end. I get back onto the live chat, and this time spoke with "richard". I asked to speak with gayleen, and he informed me she wasnt there. So i tried back a few hours later, and was told that she wasnt there and her shift started in a few hours. So a few hours later, again, i get onto the live chat thing and yet AGAIN she is not there.

    This goes on and on till that saturday morning at around 11.30 am. Finally I get ahold of Gayleen, and the same gayleen that informed me that iw ould be getting my money, has completly changed her story, AFTER the fact that i have this in writing.

    This fiasco has been extremly frustrating, and has completly tainted my want to play online casino's EVER again. I get compped money in real casino's when i go, but the never stop me at the door and say, NO you cant have that, you havent put 50 dollars of your own money into it. That really isnt the point here.. The point is, they lied, not one person, not 2 people or even 3, 4 total people have completly lied, on numourous occasions, and yet, they want to put the blame on me for them lying.

    I feel that this is bad business, and I have really held back from doing anything. Im not about *Bashing* a certain place, but this place is untrusting, and just plain out unethical. They want ME to deposit 50 of my dollars, after they have constantly lied, and say *thats all i have to do* I would really rather not take that chance.

    I just want my money, so I can be free of bellrock gaming forever.

    Thanks Bellrock for making me never trust a online casino again!

    I know there are bellrock reps here on this site, and if you would like to contact me, your more than welcome too. My name is Sharon Cole, you can contact me via email, pm on here, or by phone. All of this is in my account information.

    Thank you.

    Sharon Cole.
     
  2. Nov 18, 2005
  3. Slotmachine

    Slotmachine Dormant account

    Occupation:
    Management
    Location:
    US
    No-deposit bonus

    Hi Sharon,
    In a way I'm sorry to hear about your problems, but on the other hand it's a good way for you to get introduced to online gambling. At least you haven't LOST anything and you've gotten a taste of the "terms&conditions" jungle. You gotta stay sharp when you're dealing with online casinos. No-deposit bonuses are like that, there are always strings attached. Belle Rock at least doesn't state a max withdrawal limit. The problem with Belle Rock is their unskilled customer support. They could have handled this by simply stating that you haven't filled the T&C's and guided you through the process.
    It says "All Players must make a deposit of 50 Casino Credits before the Sign-Up Bonus can be withdrawn. "

    That's a fair T&C, and it's a good bonus, but no kudos to Belle Rock for the way they handled the issue.

    Stay smart

    Cheers,
    SM
     
  4. Nov 18, 2005
  5. SCole

    SCole Dormant account

    Occupation:
    pool and spa supplies
    Location:
    Baltimore, MD
    Well, it is no longer about that.. It is about the fact that they have bold face lied (which is really the total oppisite from the way anyone should run a business) and expect me to take a *sorry* for that. NO, I will NOT accept that, maybe i would if it was just one person, but NOT 4!

    I have even expressed this to them, to "Gayleen" the first time i spoke with her, thats when i recieved the email from her, stating for the trouble i have had, my withdrawal would be made to go through.

    As far as getting to know how online casino's work, after this experiance, i live about an hour away from Atlantic City, Ill give them my business from now on.

    Jesse
     
  6. Nov 18, 2005
  7. stellster

    stellster Dormant account

    Occupation:
    none :)
    Location:
    victorville
    sorry to hear about your troubles, ive had a few of my own...

    who is jesse? i thought you were sharon, lol
     
  8. Nov 18, 2005
  9. SCole

    SCole Dormant account

    Occupation:
    pool and spa supplies
    Location:
    Baltimore, MD
    Jesse, is my fiancee, we are both here, he is typing.. as i cant really type that great lol..

    anywho, id really like to see a response from bellrock on this.. as it is getting a bit rediculous.

    Thanks.

    Sharon and Jesse
     
  10. Nov 18, 2005
  11. stellster

    stellster Dormant account

    Occupation:
    none :)
    Location:
    victorville
    thats what i figured :thumbsup:

    i just had an issue resolved by bringing it up in the forum and pm'ing the rep..hope it works out for you! it can be a hassle but its worth it
     
  12. Nov 18, 2005
  13. SCole

    SCole Dormant account

    Occupation:
    pool and spa supplies
    Location:
    Baltimore, MD
    Well hopefully, within the next day or two, the rep will reply to this post. If not, then I will get jesse to pm the rep and see what comes of it.


    Sharon
     
  14. Nov 18, 2005
  15. bellerock

    bellerock Casino Representative

    Occupation:
    CSR Supervisor
    Location:
    South Africa
    Hi Sharon,

    Sorry to hear about the bad time you have been having. This level of support is inexcusable, and for this I apologize. I have looked at your account and I see that your withdrawal has been manually processed but I am confirming that this is the case.

    I don't understand why support were not clear in conveying the promo requirements and I will be taking this very seriously as I investigate this further.

    Again I apologize, and assure you that this will be resolved shortly.

    best regards,

    Belle Rock
     
  16. Nov 18, 2005
  17. Lord_Have_Mercy

    Lord_Have_Mercy Quit Gambling

    Location:
    Parts, Unknown
    Good Job Bellerock Rep
     
  18. Nov 18, 2005
  19. SCole

    SCole Dormant account

    Occupation:
    pool and spa supplies
    Location:
    Baltimore, MD
    It doesnt show anything in the withdrawal history that its even being processed.. Or maybe im just looking at it wrong. Hopefully this is the end of this ordeal. I have also recieved an email, stating my account was "taken over ownership" Hopefully this is good and the end result is a positive one.

    Thank you.

    Sharon
     
    Last edited: Nov 18, 2005
  20. Nov 18, 2005
  21. rudepete

    rudepete Dormant account

    Occupation:
    American Revolution truck driver
    Location:
    Michigan
    Welcome to online gaming

    Sharon and Jesse, I am curious how did you know to come here for answers?
    You sure came to the right place and I am sure all the forum members welcome you as a new member and they all will help you immensely with online gaming problems,questions and approvals of accredited casinos. I think for me this place is the best and I trust the people here to give the best advice.
    Again, welcome.

    Bryan, I still haven't gotten my check. LOL------ONLY KIDDING FOLKS.:lolup:
     
  22. Nov 18, 2005
  23. SCole

    SCole Dormant account

    Occupation:
    pool and spa supplies
    Location:
    Baltimore, MD
    Well, im glad you asked. I (Jesse) was searching for complaints that people have made against riverbelle/bellerock and this was one of the sites that popped up and after reading a few posts, I noticed that a bellerock representive was onboard helping people. I figured at the very least, this would make people aware, and I honestly did not expect the response i have received so far. I expected this post to get pushed down the line, and never get answered! Boy was I wrong!

    So far, I have received more help here in the 24 hours ive been here than i have in the almost a month at riverbelle.

    If this all works out, I will be absolutly estatic(sp?), and my deepest thanks will go out to each member of this board, and notably, Casinomesiter and Bellerock.

    Fingers are crossed, as myself and my fiancee, are being extremly optimistic at this point.

    Jesse.
     
  24. Nov 18, 2005
  25. rudepete

    rudepete Dormant account

    Occupation:
    American Revolution truck driver
    Location:
    Michigan
    OPTOMISTIC IS THE RULE

    When playing any gambling game optimism is key. Keep that attitude.:notworthy
     
    1 person likes this.
  26. Nov 21, 2005
  27. tombomb

    tombomb Dormant account

    Location:
    right here
    good luck

    Bellerock has gone down the crapper in the last year or so.Ive had withdrawals reversed about seven times.bonuses not credited. My latest is the $75 match bonus from Gaming Club.I claimed it last weekend through their webpage.It said thank you for submitting your claim.It will take up to 72 hrs to process.No bonus by Fri. so I called and was told there was no record of my claim.Their going to check on it but the bonus staff doesnt work weekends.This happens time and time again with Bellerock.Their not worth the headache.Im sure they have a strategy to hold up bonuses,reverse withdrawals,keep you on hold so some people will just say forget it. Long waits on chat and the telephone.To me being on hold for 10 to 20 minutes is a long time.They should at least come back on every 2 min. and say we are working on it, we are all sitting around laughing about it,how long will this guy wait on hold before he hangs up?At least say something.Ive spent 25k plus with them over the years and they dont seem to care.If I had a dollar for every apology from them i'd be rich.You say you"re new to online gambling.Heres a tip,they reverse the money in hopes that youll just play it and lose.Try this,when you make a withdrawal dont spend another dime there or reverse any part of your withdrawal until you get the money.I've spent a lot of time on chat and the phone with Bellerock for things that used to happen automatically.i dont think I ever had to contact them at all up until a year ago.I'd suggest you use casinos other than Bellerock.
     
  28. Nov 26, 2005
  29. SCole

    SCole Dormant account

    Occupation:
    pool and spa supplies
    Location:
    Baltimore, MD
    Well, today i received a check from riverbelle!!!

    Finally, this is all coming to a close.. Now i just hope the check doesnt bounce!

    Thanks CasinoMeister, Bellerock (the reps that have helped me), and this forum!

    Best wishes to you all.

    Jesse and Sharon Stickley
     
  30. Nov 26, 2005
  31. tombomb

    tombomb Dormant account

    Location:
    right here
    YAY!

    Only took 30 days to get paid.Bet you cant wait to play there again.
     
  32. Nov 27, 2005
  33. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Bryan, with so many complaints against bellerock casinos within the last year,especially on customer service,dont you think they should be removed from your accredited list? Anyone with me on this?
     

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