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BelleRock has promised to improve their customer services for a long while but are still ignoring customers’ emails on a frequent basis.
I have personally experienced it myself again lately, after a bug in their software caused some problems and they are denying to address the matter anymore. I have sent my requests from different email addresses (which they have previously replied to already), so it could not have been caused by my spam filter.
Though there are most definetely much worse Casinos than RiverBelle, LuckyNugget, etc. out there, this gambling operator is rated pretty low in my book when it comes to average Microgaming standards.Shane, it would be appreciated if you could inform your staff to please reply to all emails again. Thanks!
Shane doesn’t run Belle Rock, he’s with Referback. And he is on vacation. (see his announcement in this forum)
He likely will be able to contact someone from Belle Rock though when he gets back.
Ja… This matter has nothing to do with Referback but with the operator they promote. Sorry of that came across wrongly.
Hi Shane,
this is certainly something worth going to bat over.
and likely explains why my and I imagine other accounts aren’t showing the standard income they should.
I have heard this sort of complaint in the past. And its why i have given up RB placement on front of my sites.
CS is everything. There should especially be a VIP list where if someone on that list makes a complaint concerning money in their account ….. it should tell CS to automatically add that (reasonable ….as in most cases it will be whether the player is right or not) ….. back into their account.
you (the casino) …. will certainly get it back quickly.
I can say from personal experience i have endured poor CS from Belle Rock though it was many years ago.
Rather than go into it ….. but i certainly am willing if you’d prefer ….
I’ll just say …. Belle Rocke obviously isn’t still providing CS to the satisfaction of its customers.
I’m not putting you down ….. but rather as a partner am pointing a flaw that needs to be addressed.
thank you for listening.
Hi there,
I have passed these comments to the customer services manager. I trust that he will look into all these points and raise the bar to standards expected from Belle Rocks players and our affiliates.
Once again thank you for the feedback.
Best regards,
WayneThanks for the input, Wayne. I will PM you my accountnumber and would appreciate if you could forward it to the relevant people so this matter can get resolved.
Thanks Wayne for getting on this
Tribun; please let me know how it goes and if you need further assistance.
Shane
After I believed that the situation with my account would have finally been resolved, my emails and messages through the software are getting ignored again.
RiverBelle, Lucky Nugget, etc. are certainly no places that I am going to recommend to any players.Shane, Wayne,
please look into this further. CS is a major player in my game plan and greatly effects which casinos i recommend.
And IMHO rightly so. There seems to be a problem here and T’s situation deserves an answer though i do not hold RB responsible … you do represent these casinos and therefore are who we turn to in times of crisis.
now I don’t or perhaps should say I wouldn’t be so quick to jump on T’s bandwagon … as T has very few posts to date and therefore still has a way to go for credibility …..again IMO.
That doesn’t mean T is wrong. Just that I am willing to recognize the possiblity it could be someone with an axe to grind.
That said. … I have as mentioned ….. also … though years ago … experienced my share of “less-than-quality” CS service from some of your casinos …. Riverbellle was the one in fact …. so I have reason to not doubt T’s issue.
as Wayne said …..
look into all these points and raise the bar to standards expected from Belle Rocks players and our affiliates.
it seems apparent these matters are still not meeting the standards expected … or else T is off-balance and considering my experience i would have to say it needs further investigation and would appreciate a follow-up on the whole matter.
Trib… please PM your player info to Wayne or Shane so to make their investigation easier.
These sort of matters are to everyone’s benefit they are explored to full satisfaction and expectations of all involved for obvious reasons.
I go further to explain that many of the casinos are unaware of these matters as it is often hard for players to get their issue past the people who seemingly are ignoring or being rude about the whole matter. This the reason it is so important for players to choose from a quality casino portal who has the contacts … such as Wayne or Shane …. to get these matters to the people who are not only willing to address matters to satisfaction but in fact are eager to do so.
Many times mid-management are unwilling to bring unpleasant matters to their superiors as they think it makes them look bad. Its much easier for them to run-off a player and make it look that things are cruising along fine than to rock the boat when in fact its quite different.
Now that said …. it is upper-managements obligation to make their CS people understand they need to go the extra steps to give all players satisfactory explanations and I say this once again ….
Have a VIP list that if those bigger or retained players have issues ….. that they be made satisfied even when they are wrong because in the long run …. it costs a lot more to get these kind of players than it does to keep them by giving in to some issue they may bring up ….
thank you for your consideration in this matter. It is to the benefit of us all.
Good post, bb1webs.
Though my problem is only for an amount of around $200, I am super angry about the time I have had to put in this already. Combining the phonecall and the several dozen emails and livechats, BelleRock stole almost four hours from me already and the problem is still NOT resolved.
As bb1webs points out, customer service in this business is essential. I have written a review of BelleRock, which will be released on my website very soon. Almost needless to say, I will recommend players to stay away from them due to very poor customer treatment to a big number of their players over the last couple years.Hi there Tribun and BB1,
You have my 100% agreement that this is not on!
I spoke to a CSC Manager now and he will be personally looking into the transfer of your outstanding balances.
They are currently doing MGS related updates to their internal reports which he advised me would mean he could only access all your account balances within 24 hours.
Once he can access your info he will effect the transfer of the balance of your cash and also be able to tell me why it had not taken place originally.
I will feedback once I have more.
Shane
The funds have now been transfered into my new account but Casino support has again ignored any emails and the messages I sent through the software interface.
I am honestly ill from dealing with this!Hi all,
thank you Shane for looking into this matter.
more important … as I’m sure you’re aware ….. is providing quality CS to all customers to your network casinos. I am not here to point blame … rather to ask and point out how important it is that there exists quality CS for all customers of your network casinos for obvious reasons.
I am a partner… though admittedly I have cut back exposure for just the reasons mentioned and I know I have lost players … for no explainable reason so I must assume it is due to CS. I hope this matter is brought up to those in positions of power as I strongly suspect they WANT quality CS and are unaware of these matters. YOU sir ….. are our sounding board.
thank you again for your consideration and work on this matter.
I feel compelled to add my comments here, as I have also been a victim of cs at BelleRock. They absolutely DO NOT answer emails from the software. Period. They also DO NOT answer emails sent through the website interface! ( http://www.bellerockentertainment.com/help/contact-us.asp?VT=47444818 )
After many complaints about the Live Chat (I’ve waited for 30 mins. in Live Chat w/o a response.), but they have improved on this.
In the past, I’ve gone so far as to contact JohnH at Carmen Media to get my problems resolved. He knows me well, I can tell you. That’s how bad it has been.
Shane, this is a major issue, and I don’t play nearly so much there as I used to because of it. I’m sure there are others who feel the same way. Considering your minimum deposit is $50, you should be all over this issue! You ask much from players, but in our eyes, are not willing to give as much in return. This cannot be good for the “bottom line”, which is the whole point.
I’ve been sent promotions, then been denied b/c they say I wasn’t on the “list” for the promo. It took days to get this resolved. And it happened more than once, and more than twice! How many players are going to persist, and even continue to play under these circumstances? How many players have you lost due to things like this?
I’m saying all this so that these problems can be made a major priority for BelleRock as a whole. A new attitude toward Customer Service needs to be implemented. CS is not something that should wait for a convenient time…it’s directly affects income, and should be treated as a part of the income stream, as it surely is.
We can send every player we can find, but if the CS runs them off, what good is it to us? We’ve lost some credibility, b/c our players won’t trust that we’re promoting quality casinos that care about them. Emphazise CS, and you’ve got players willing and eager to pay that $50 minimum.
One other thing when talking about CS…think about how long it takes most people to earn $50. How many hours they worked for that money. When they play with you, that represents something real, and they deserve every consideration for choosing to spend it with BelleRock!!
