T
The Captain
Guest
Hi to all the forum members
Apologies for the delay in responding to the queries that arose out of our last posting to the forum. Apologies also that the last posting did not seem to clarify the questions on forum members' minds. This was certainly not the intention of the posting, and hopefully what follows will set the record straight.
Accordingly, herewith the facts:
1. The company that owns The River Belle does *not* own any other online casinos.
2. Technical and related support for The River Belle is handled by an outsourcing company that also handles such support for other online businesses, including other online casinos. This is in common with the approach taken by many other online casinos - for example, probably the majority of Microgaming, Cryptologic, Bossmedia and Starnet licensees all have their technical support outsourced to a variety of outsourcing firms independent from the casino companies that hold the licenses.
3. The River Belle has grown exponentially over the past few months, and the outsourcing company that it contracts with has struggled to keep up. As a result, service levels have of late been less than satisfactory, largely because a large number of new support agents have been appointed on the support desk with the minimum amount of training and inadequate quality control. The results of this are clearly seen in the contradictory and incorrect responses sometimes (thankfully infrequently) given to players (including members of this forum) when they call or email for help.
Appropriately strong-worded discussions have been held with the outsourcing company in general and thus in turn with the specific employees concerned. Given the threat of losing The River Belle as a client, they have presented The River Belle with a better formulated plan to set things straight, including beefing up their training and quality control procedures, to the point where quality control will take place in real time rather than after the fact (as is currently the case).
The River Belle recognizes very firmly that superior customer service, fast payouts, security, honesty and integrity are what players are looking for. The River Belle has over the past 2 years built a solid reputation of delivering on all of these factors, and it is obviously upsetting for all concerned when misunderstandings of this nature occur. As unfortunate as it is, with any fast growing business there will always be customers who receive less than satisfactory service as a result of growing pains, but we obviously hope to minimize this as far as possible.
Naturally, we feel it is only fair to point out that the vast majority of players at The River Belle are very happy with their experiences at the casino. The River Belle has grown in popularity to the point where it is one of the largest, most credible and most trusted casinos on the internet, and it would not have such a loyal clientele if overall it was not delivering on the factors listed above.
Millions of Dollars of payouts are processed timeously and without a hitch every month, and big jackpots continue to be won and paid out. For example, the first ever Cash Splash jackpot ($82,789) was won at The River Belle, and the winner was paid at a public ceremony in front of the rest of the online gaming industry and numerous representatives of US and world press. Subsequent winners have been paid with less pomp and ceremony, but paid they have been, usually promptly and always reliably. Thanks to the e-cash facilities of Proc Cyber Services, winners in the USA generally receive their funds by bank transfer in 3 days or less, while players elsewhere in the world receive their checks by FedEx (at no charge for VIP players), generally in under a week regardless of where they are.
Ultimately, we hope that the members of the forum will agree to bear with us while the outsourcing company sorts things out on its end. In the meantime, The River Belle is committed to doing its best to provide the best gaming experience possible on the internet. Given the postings by the forum members over the past few weeks, we expect that our response will be greeted with some scepticism, but we believe that with time our honesty and integrity will be proven by the ongoing loyalty of our existing and new players.
Best regards,
The Captain
The River Belle
Check out Bryan's full writeup on River Belle Casino.
Apologies for the delay in responding to the queries that arose out of our last posting to the forum. Apologies also that the last posting did not seem to clarify the questions on forum members' minds. This was certainly not the intention of the posting, and hopefully what follows will set the record straight.
Accordingly, herewith the facts:
1. The company that owns The River Belle does *not* own any other online casinos.
2. Technical and related support for The River Belle is handled by an outsourcing company that also handles such support for other online businesses, including other online casinos. This is in common with the approach taken by many other online casinos - for example, probably the majority of Microgaming, Cryptologic, Bossmedia and Starnet licensees all have their technical support outsourced to a variety of outsourcing firms independent from the casino companies that hold the licenses.
3. The River Belle has grown exponentially over the past few months, and the outsourcing company that it contracts with has struggled to keep up. As a result, service levels have of late been less than satisfactory, largely because a large number of new support agents have been appointed on the support desk with the minimum amount of training and inadequate quality control. The results of this are clearly seen in the contradictory and incorrect responses sometimes (thankfully infrequently) given to players (including members of this forum) when they call or email for help.
Appropriately strong-worded discussions have been held with the outsourcing company in general and thus in turn with the specific employees concerned. Given the threat of losing The River Belle as a client, they have presented The River Belle with a better formulated plan to set things straight, including beefing up their training and quality control procedures, to the point where quality control will take place in real time rather than after the fact (as is currently the case).
The River Belle recognizes very firmly that superior customer service, fast payouts, security, honesty and integrity are what players are looking for. The River Belle has over the past 2 years built a solid reputation of delivering on all of these factors, and it is obviously upsetting for all concerned when misunderstandings of this nature occur. As unfortunate as it is, with any fast growing business there will always be customers who receive less than satisfactory service as a result of growing pains, but we obviously hope to minimize this as far as possible.
Naturally, we feel it is only fair to point out that the vast majority of players at The River Belle are very happy with their experiences at the casino. The River Belle has grown in popularity to the point where it is one of the largest, most credible and most trusted casinos on the internet, and it would not have such a loyal clientele if overall it was not delivering on the factors listed above.
Millions of Dollars of payouts are processed timeously and without a hitch every month, and big jackpots continue to be won and paid out. For example, the first ever Cash Splash jackpot ($82,789) was won at The River Belle, and the winner was paid at a public ceremony in front of the rest of the online gaming industry and numerous representatives of US and world press. Subsequent winners have been paid with less pomp and ceremony, but paid they have been, usually promptly and always reliably. Thanks to the e-cash facilities of Proc Cyber Services, winners in the USA generally receive their funds by bank transfer in 3 days or less, while players elsewhere in the world receive their checks by FedEx (at no charge for VIP players), generally in under a week regardless of where they are.
Ultimately, we hope that the members of the forum will agree to bear with us while the outsourcing company sorts things out on its end. In the meantime, The River Belle is committed to doing its best to provide the best gaming experience possible on the internet. Given the postings by the forum members over the past few weeks, we expect that our response will be greeted with some scepticism, but we believe that with time our honesty and integrity will be proven by the ongoing loyalty of our existing and new players.
Best regards,
The Captain
The River Belle
Check out Bryan's full writeup on River Belle Casino.
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