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!!