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Belle Rock - really bad

- I am so aggravated I had to write this. I signed up for Aces High last month, and I lost. A couple days later I deposited 500 and I won, got some luck and went to 5000. No bonus or anything, just some good luck. I tried to cash out. After a week I went inside the software and sent email. No response. Then I go hunting on the website for their email and it is hard to find. I finally find it and my email comes bouncing back. They have the WRONG EMAIL ADDRESS on their home page! Unblievable! It is still there at Aces High. bellerockgamiMg. Finally I call, which I hate talking to these support people. They say they tried calling me but didnt get through. Well I never received any voice mail messgae from them so who knows. Now they say they need documents. Okay, I send them immediately. Then I get email saying they are closing my account because I only sent a portion of the utility bill. (I just sent the top part that shows my address and the company logo etc.) Okay, I immediately send the entire bill, but don't hear back. Why not? Because they have a different email address in the "reply to" than the address the email came from! Another 2 days wasted! Are they just trying to jerk the customers around? Or are they really this dumb? After this experience do they really expect me to go back and play there again, even though I had good luck? I just don't get it.

- Dear Flu Shot, Welcome to the forum. I'm sorry to hear of your hassles. Have you PMd the CSR supervisor? He is a member of this board. http://www.casinomeister.com/forums/member.php?u=110 I'm sure he can take care of any problems you are having.

- gamimg.com">support@bellerockgamimg.com is the email on the site. C'mon guys! Even I caught this in about 90 seconds!! Someone needs to do a quick troubleshoot on the HTML

- Although you should eventually get your money, it is bizarre that a casino like this is acting in such a way. For you to have to waste more than a couple of minutes of your time is absolutely inexcusable. The request of ID is understandable I suppose (although the amount of reputable casinos I've played at who DON'T request it makes me question the sense of it) but to refuse the section you sent originally is ridiculous. I've done this plenty of times with bank statements as the actual transactions are noone's business. To close your account instead of politely requesting that you resend the document as well is inexcusable. In your PM to the CSR don't forget to point out that there are now 2 threads on here detailing the sloppy service given by his casino and that there are calls to have it removed from the recommended list here. Unless you get some compensation for your troubles (and ideally existing CM members also get an exclusive promo or something) then I won't be playing at any of these jokes again

- Quote: Originally Posted by Flu Shot I am so aggravated I had to write this. I signed up for Aces High last month, and I lost. A couple days later I deposited 500 and I won, got some luck and went to 5000. No bonus or anything, just some good luck. I tried to cash out. After a week I went inside the software and sent email. No response. Then I go hunting on the website for their email and it is hard to find. I finally find it and my email comes bouncing back. They have the WRONG EMAIL ADDRESS on their home page! Unblievable! It is still there at Aces High. bellerockgamiMg. Finally I call, which I hate talking to these support people. They say they tried calling me but didnt get through. Well I never received any voice mail messgae from them so who knows. Now they say they need documents. Okay, I send them immediately. Then I get email saying they are closing my account because I only sent a portion of the utility bill. (I just sent the top part that shows my address and the company logo etc.) Okay, I immediately send the entire bill, but don't hear back. Why not? Because they have a different email address in the "reply to" than the address the email came from! Another 2 days wasted! Are they just trying to jerk the customers around? Or are they really this dumb? After this experience do they really expect me to go back and play there again, even though I had good luck? I just don't get it. snap!! i had the same experience as related in this thread. http://www.casinomeister.com/forums...p?t=8168&page=2 my particular annoyance, was that i had been a verified customer with them for about a year, yet they suddenly sprung this crap on me for a lousy £50, when i had made withdrawals 10 times the size of this in the past without a problem. one of the problems, that this group done and is still doing, despite the fact i told them several months ago about it, is that in the email requesting documents its says "reply to this email with your documents enclosed", however the problem is that this is NOT the correct email address tio send your documents into. it was several weeks later i found out i had been sending and resending my ID to the wrong address,cant remember what its is now as i have deleted the email. but the address you should your documents to is security@carmenmedia.com (i think!) or something similar but this is not in the emails in which they kept telling me to send the docs to. even then with the correct address its still took several attempts and a lot of wasted on time till i got my money they were told about this a few months ago, so why are still sending out this email, the only conclusion that can be drawn from it, since they DO know about it, is that it is a simple delying tactic on their part. after this i never played there again, considering i had made withdrawals in the past which were in excess of £500, how come all of a sudden did they become all arsey about £50, it does make you wonder, are they in trouble?

- Well they did give out over £3million in prizes during their birthday month so maybe they're feeling the pinch. Not that I believe them

- i dont like the river bell casino emailed to bi sure i dined have a second idd ect lol after 4 mails brb no respons i only know i aint deposit my money here realy that support sucks ass when u running a online casino man GR mikekloeg

- Hi All, Flu Shot; thanks for the info regarding the Aces High email address. That mistake has been rectified, and I apologize for any inconvenience caused. As for document requests etc. the agents cannot act outside of their instructions as they do not have the authority to do so. If they require a complete document and they do not receive it their mandate is to request the document again, not to decide that this half a document is adequate. I know that this is often frustrating to the customer but I would rather we erred on the side of caution than paid your funds to an imposter guilty of identity theft. None of this excuses the issues with the email addresses, and again I apologize. Again, should any of you have unresolved issues with any of our casinos please PM your details to me and I will investigate further. Best regards, Belle Rock

- I know that this is often frustrating to the customer but I would rather we erred on the side of caution than paid your funds to an imposter guilty of identity theft. None of this excuses the issues with the email addresses, and again I apologize. Quoted from Bellerock Why are you bothered about who you pay the money out to as the money goes back to a card or neteller whatever was used to deposit You should be checking ID on deposits Deposit--->lose you dont care where the cash came from Deposit--->win any excuse to delay payment or even refuse payment

- Quote: Originally Posted by Vambo Why are you bothered about who you pay the money out to as the money goes back to a card or neteller whatever was used to deposit You should be checking ID on deposits Deposit--->lose you dont care where the cash came from Deposit--->win any excuse to delay payment or even refuse payment Bloody good point! Let's see what BS Bellrock comes back with on that one. (If the BS about needing a FULL copy of a bank statement wasn't smelly enough!).

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