loltina

I play during 2 month on this casino and I always lost. One week ago I play 60$ and I received 60 $ bonus. Miracle I win ...I play 15 times my bonus and I requiest a Witdraw on my neteller account to 750$. The day after my account is locked .. they said me for security ! When you loose no problem you can be everyone but when you win ... problem. I send a copy on my passport with my physical adress but now they ask me a utility bill ( telephone , gas) I have a phone with prepaid card and my wife every utility bill on my house .

I don't understand ? the casino has my adress, my phone ( they can phone me) , my neteller account , my credit card number ... everything else??

Bethug

Did you find out what happen?

loltina

I received this mail yesterday.... on this moment my account is always locked ! It's the eighth day.

"We wish to apologize for the delay in responding to your email, however we are currently upgrading our databases and this has affected our response times.

Kindly note that when we receive a request for a withdrawal from a casino account, we need to ensure that the account where we transfer the money to is the correct account. This is for your peace of mind and is a security measure to protect yourself and ourselves.

We are pleased to confirm that we have received your documents and forwarded them to our Operations Department for review.
Once the documents have been accepted your casino account will be re-opened and your $750 withdrawal will be processed further.

Feel free to contact us within the next 24 hours for progress on your query
We wish to advise that this will not have to be done for every withdrawal.

We trust that we have been of assistance to you and regret any frustration caused by the delay.

Should you require any further assistance, feel free to contact Belle Rock Gaming. We are available 24 hours a day, 7 days a week for your convenience.

Kind regards,

Karin
Customer Service Consultant
--------------------------------------------------------
B E L L E R O C K G A M I N G
www.bellerockgaming.com

Jetset

Bellerock Gaming management advised about this thread - this doesn't look right to me. I'm sure they will sort it out.

loltina

And Now I received this one . I send 3 times my documents
Thank you for taking the time to fax us.

Unfortunately we have not received all the documents that we require of you and therefore, as a precautionary measure, we have had to temporarily suspend access to your online transaction account. If we don’t receive the outstanding documents, we will regrettably have no choice but to permanently suspend your account.

We are still awaiting the following documents:

IDENTIFYING DOCUMENTS

a copy of a recent Utility Bill (gas or telephone bill), please note the copy we have received did not indicate the date, please try to scan and email us the copy reflect the recent date on the bill.

If you have any questions or need any clarification, please don’t hesitate to contact us on any of the numbers below, 24 hours a day, 7 days a week.

Best wishes
Belle Rock Gaming
www.bellerockgaming.com

loltina

I haven't phone bill and gas bill but I send a bank letter with my name and my adress. I hope it is good for them ?

GrandMaster

Belle Rock Gaming is a reputable company, they don't ask for documents without some reason. Ask for your issue to be escalated to a supervisor, and if all else fails, file a complaint with ecogra, http://www.ecogra.org/dispute.asp.

bonuslover

All you need is Photoshop.

loltina

No problem with my scan is very clear.
I haven't never problems with luccky nugget I loose always with pleasure . I 'm sure It's a very serious casino but the first time I win They locked my account . I'm ok with security but I send many mails to ask explanations and I received auto replay mail , never personal mail ! Now my account is always locked