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Who Owns Us
Message from the Chairman
Belle Rock Brand Portfolio
Group Benefits
Our Promise
Gaming License
Responsible Gaming
Security and Privacy
Fairness
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Once you have completed the registration and logged into the casino we will begin to process your sign-up bonus automatically. If all criteria are met we will then automatically credit your account within 24 hours. Please note Flash players will need to claim your bonus here within 72 hours of registration.
If you are subscribed, we send you regular competitions, updates on events and important banking information via email. Internet Service providers are installing powerful anti-spam filters to ensure that their customers only get mails they want to receive. In the process, even legitimate emails sometimes get blocked. This could mean that you won't receive important correspondence from Belle Rock Entertainment and its casinos. For more details on how to ensure that you do receive emails from us, please click here.
In order to unsubscribe for emails, phone calls and Cool Hand magazine, simply click here.
Should you not have a casino account, or do not recall the account number, simply send an email to support@bellerockentertainment.com, with UNSUBSCRIBE in the subject line.
In order to change your subscription details for emails, phone calls and Cool Hand magazine, simply click here.
In order to change your contact information registered with the casino, such as emails address, phone number, residential address etc, simply click here.
To claim your 'Buy $55, Get $110' bonus follow these easy steps:
Your E-mail Address Your Casino Real Account Number (e.g. trbrxxxxxxxxx)
You will also receive a confirmation e-mail stating that we have received your claim.
If you meet the criteria as explained in our Terms and Conditions, your sign-up bonus will be credited to your account within 24 hours. Your deposit bonus will be credited to your account within 24 to 72 hours, should you meet the qualifying Terms and Conditions.
You are welcome to withdraw your deposit bonus, provided you have met the Terms and conditions. This means you will need to wager the bonus a certain amount of times on slots and video slots only (excluding progressives), and for the free $25, you will need to make a deposit of $50 as well before withdrawing.
Many banks, credit card companies and third party processing banks no longer process gaming transactions, which is why you may have noticed that you are experiencing more credit card rejections than usual. Sometimes the transaction will be rejected even before reaching your bank. To overcome this frustration, we'd like to recommend that you sign up with one of our web wallets. This can be quickly done from within the banking menu in your casino account. For more details on web wallets, please click here.
In order to make a deposit, you will first need to sign up with one of our available deposit options. This is done from within the banking menu, by clicking on "Register Account", and then selecting the payment option you prefer, and following the prompts from there. Once you have a payment option set up, you merely need to click on "Deposit", and then select your deposit option and amount, and your money will be instantly credited to your casino account.
We have a large variety of easy to use deposit options to suit your needs. For information on all the deposit options, please click here.
This can sometimes happen if there is a loss of connection in the internet, or if the servers of any of the processing companies have gone down temporarily. If your deposit was via one of our web wallet options, such as NETeller or Click2Pay, you will need to contact the web wallet provider directly, and ask for a reference number. With NETeller accounts, this is known as an NT number. Once you have this reference number, please forward this to us, along with the date and amount of the deposit, and we will be happy to investigate further for you.
Should you wish to remove or reactivate a debit/credit card, or update details such as expiry date, simply contact our friendly helpdesk with your request. Please always quote the last 4 digits of the card in question.
You may select to choose any of our withdrawal options listed in the banking menu. For more information on our many withdrawal options, please click here, and scroll down to the "withdrawal" section. Please do note that should you deposit using eCheck or Instadebit, we will automatically refund via these options, and the funds will go directly to the bank account used to deposit. Unfortunately, our e-Cash processor is unable to refund to any MasterCard, Visa or Diners Club card. We will gladly process your withdrawal to one of our other options.
When you withdraw any credits from your casino account, your funds will stay in a "pending" status for 24 hours. This means that during that time, you'll be able to reverse the withdrawal if you change your mind and decide to play with the credits instead. Once the 24-hour pending period has passed, we will process the refund to your preferred option. For refund times, please click here, and scroll down to the "withdrawal" section.
You can easily access the details of any withdrawals from within the banking menu of your casino software, by simply clicking on "Withdrawal Tracker".
If your withdrawal is still in the 24 hour pending period, all you need do is access the banking menu, and click on "Reverse Withdrawal". Enter the amount you wish to withdraw, and the funds will be immediately credited back to your casino account for further play. Should the withdrawal have passed the 24 hour pending period, but not yet been processed, it is still possible for you to have the withdrawal reversed by simply contacting our friendly support staff via email, phone or live chat. If your withdrawal has already started processing, it is likely that we might not be able to reverse it for you
If you'd like to change your withdrawal option for a new withdrawal, all you need do is click on "Let me edit my details" while withdrawing the funds, and follow the prompts from there. You may do this after entering the amount of the withdrawal. If you wish to change your payment option for a current withdrawal which is still awaiting processing, please contact our friendly helpdesk with your new payment option, and we will arrange to have this changed for you.
There are generally 2 ways of claiming retention promotions:
Most bonuses can take up to 24 hours to be credited to your casino account. Should this period have passed, and you have not yet received the bonus, please contact our helpdesk for further information. Please be sure to supply us with your casino account number, and if possible, the 4 digit promotional code, to allow us to help you efficiently.
Most bonuses can take up to 24 hours to be credited to your casino account
Your security as a Player is of the utmost importance to us. We are committed to protecting your privacy, and do not sell, trade or rent your personal information to others. Online security measures (like passwords and account numbers) are used when all transactions take place. In this way no one can gain access to your financial or personal details. When you open an account at River Belle, your details are fully encrypted by the strictest 128-bit SSL encryption, for total security. When data is transferred over the Internet, we and our e-commerce partner use 128-Bit Secure Socket Layer Encryption Technology to ensure the security of all data. This is the encryption technique of choice globally for leading financial institutions. All commercial transactions at River Belle are facilitated by Proc-Cyber Services, the Internet's premier e-cash merchant. They provide our Players with safe and secure e-cash, and play an active role in fraud prevention and detection. Their aim is to ensure the integrity of clients' accounts and safeguard payments made to you.
If you are subscribed, we send you regular competitions, updates on events and important banking information via email. Internet Service providers are installing powerful anti-spam filters to ensure that their customers only get mails they want to receive. In the process, even legitimate emails sometimes get blocked. This could mean that you won't receive important correspondence from Belle Rock Entertainment and its casinos. For more details on how to ensure that you do receive emails from us, please click here.
Play at any of Belle Rock Entertainment's Online Casinos or Online Poker Rooms is available only to persons older than 18 years of age, or the legal age of majority in their jurisdiction, whichever is greater. Minors are not allowed to play at any of our Online Casinos or Online Poker Rooms under any circumstances. All play by any ineligible person will be voided, including any winnings accruing to that person. We reserve the right to request proof of age at any stage in order to enforce the prohibition of casino and poker play by minors. Play at Belle Rock Entertainment Online Casinos and Online Poker Rooms is available only to persons resident in jurisdictions where such participation is legal and not prohibited. Please read our Disclaimer for further information.
Although we don't actively encourage this, you are able to use a credit card not in your name at the casino. In order to do so, you would need to send us physical confirmation of your details, as well as that of the credit card holder. In order to use someone else's credit card, we would request that you fax, or scan and email, the below information to us:
To download the casino software, please click here. This will start the automatic downloading of the casino software. While the software is downloading, you will be able to register a casino account through the download helper page. There will be a gold and black Belle Rock logo in the bottom right of your screen, indicating the download in progress. For a tutorial on the installation progress, click here.
The length of download depends entirely on the speed of your modem, and internet connection at the time. It can be as quick as a minute or 2, or as long as 20 minutes with a slower modem. The bottom of the download helper screen will have a progress bar, indicating the relative progress of the download.
When the download is complete, the install wizard will open up automatically. Check in the box to confirm that you are happy with the End User License Agreement, and click "Next", followed by install, and follow the prompts from there to automatically install the software.
If there is no River Belle install file on your desktop, please do the following:
The download helper will automatically prompt you to register an account while the software is downloading. Just fill in the required fields, and you will be supplied with an account number right away. Be sure to keep this in a secure place for future reference. Should you need to register more than one account on the same pc (for a spouse etc), the second account might need to be registered via the instant play flash games.
To open the casino software, simply double click on the River Belle icon on your desktop. Alterntaively, click on "Start", followed by "All programs", and then select "River Belle" from the list. Once the casino software is open, please click on "Connect", and enter your account number and password to begin playing.
TThe minimum system requirements needed to allow for the download of our Online Casino or Poker Room software:
In order to minimize your initial download time, the software only has a few games installed. Which playing at the casino, the software will automatically download the rest of the games over a period of time. To download a game that is not already installed, simply double click on the game, and this will automatically install the game.
A guest account is an account where all play is for free. This allows you to practice the games, to build confidence, before playing for money, or just have a bit of fun. When you register, it will create a real money, and a guest account for you. The real account would start with trbr, frbr or pbr, whereas the guest account would start with trbg or frbg. The "r" in your account indicates that it's a real account, and the "g" in your account may denote a guest account.
Yes! Simply access the banking menu as you would on a real account, and click "deposit". You can then choose how many free guest credits you would like.
eCOGRA (eCommerce and Online Gaming Regulation and Assurance) is an independent organization based in the UK devoted to improving and ensuring the integrity and security of online gambling. Belle Rock Entertainment flagship Casinos have been awarded the eCOGRA Players Seal of Approval. This seal is evidence that our Online Casino games have been proven to be fair and honest. It also shows we have demonstrated to PricewaterhouseCoopers, one of the world's leading audit firms, that our Players have been paid in a timely manner, our Casinos have behaved responsibly, and Players' balances and game funds are sufficiently covered by on-demand funds.
This happens when your connection to the gaming server is lost. Please see "What happens if I lose my connection to the gaming server" for a resolution
This is the same as the slots not stopping spinning, and is caused by a loss of connection to the gaming server. Please see "What happens if I lose my connection to the gaming server" for a resolution
If a loss of connection to the gaming server occurs, the results of the game currently in progress may not be able to reach your computer. The Casino software on your computer will continue to play the animations until it receives the game results, which it will not if the connection is lost. If this problem occurs we recommend that you end the game, disconnect from the Casino and attempt to reconnect. If at this point you are unable to re-establish a connection with the Casino it is recommended that you try again later. Please note that you will not lose any money if you become disconnected from the server. If the server received your bet then you will see the result of the bet the next time you log onto the Casino, along with any winning you may have received. If you are the middle of a game such as blackjack, you will be able to continue that game from where you left off. If the problem persists for some length of time (over a couple of days) and your game play is consistently slow at all times of day, then asking your Internet Service Provider (ISP) to look into the problem is advised.
At the River Belle Online Casino, you can play pretty much any game you can at a normal casino, such as blackjack, slots, poker, roulette, video pokers and more! For a brief overview, click here.
If you have not yet started the game, you may remove the bet by right clicking on the chip that is on the table.
The game results are all generated by a Random Number Generator. This is hosted by Microgaming Systems, one of the internets premier casino software developers. All payout percentages are reviewed by independent auditors, and with an average 97.48% payout ratio, you can expect better returns than those from a land-based Casino. These reviews are available for you to read - simply click here to do so.
To view any game result for the last 21 days, please access PlayCheck, which is a system that records all transactions on your account, as well as all of your game play. You may access PlayCheck from within your casino account, by clicking on the red and black check on the top left of the casino once you have logged in. You may view your transaction history for the previous 21 days by selecting the number of days that you wish to go back on your account and then click on 'Go!'. Please note that PlayCheck displays the various dates and times that you logged into your casino account. Once you select a log-in session that you wish to view, you can select whether you wish to view the games or a detailed statement. We trust that this will confirm the bonus for you, and would like to wish you best of luck with your future play with us.
You can only access the poker software with your account number (e.g. pgc01234567r) and password - not your alias (e.g. pokerplaya). If you don't have your account number, please e-mail our 24/7 Support Center and provide them with the following information in order for them to reply with your correct account information:
E-mail our 24/7 Support Center and request an update on your account status. There are many reasons for your account being locked, the main ones being: a. It could be that you have incorrectly typed your account number or password more than 3 times - when this happens we temporarily lock your account. This however can be fixed very easily by e-mailing our Support Center with the following information:
You can change your e-mail address and telephone number by e-mailing our 24/7 Support Center with your new details. Before you can change your home address, we will require a copy of a utility bill confirming your new address.
You are only allowed one alias on the Prima Poker Network across all Poker Rooms. Therefore if you registered the alias "KingPoker" at Lucky Nugget Poker Room two years ago, you going to have use the same alias and e-mail address to register an account at River Belle Online Poker Room. For Players that registered accounts before September 1, 2005 you were provided a with verification code (e.g. EG5d6S) whereby you would need this code in order to complete the alias registration process and access your account. If you do not have this code, login to your poker account and follow the "Lost Verification Code" process. The code will be e-mailed to the original e-mail address used on your first Prima Poker account. Once you have it, login to the software and complete our current "Secret Question" process whereby you will not need a code - however you will have to remember the answer to the secret question you selected to be asked. For New Players that used our "Secret Question" process: when you login, the poker software will give you the option to answer your secret question, or we can send you an e-mail to verify your details. Either way, once you have completed one of these two processes you should be able to login to your account. Should you experience any difficulty with either one of these processes, please contact our 24/7 Support Center via e-mail.
You are only allowed to register one alias per computer, therefore you would need to complete the account registration part of the process whereby you receive a "tgc or pgc" account number. Once you have done that, you would need to complete the alias registration process at another computer. If you don't have access to another computer, please contact our 24/7 Support Center via e-mail with your "tgc or pgc" account number and we will assist you in registering an alias.
When this happens to you, please contact our 24/7 Support Center via e-mail as we could possibly be experiencing some technical difficulties, and can provide you with more information and a time frame of when it will be resolved by Prima Poker.
If you are being disconnected from the software, this could mean that your Internet connection to the poker gaming server is poor. What we suggest is that you try playing at a different time when there are not as many people logged onto your Internet Service Provider. Please contact our 24/7 Support Center via e-mail, however, and we will confirm this for you, as it could possibly be an issue on our technical side.
This can be found in your poker software when you click on the relevant tournament. The details regarding each specific tournament will display on the right-hand side of the page, e.g. when the tournament starts; the breakdown of the prize pool and the buy-in.
Please contact our 24/7 Support Center via e-mail for assistance. Prima Poker locks you out of the chat option if you speak in a language other than English, if you use vulgar or abusive language towards other Players and if you are caught coffee housing.
To confirm what you and the other Players at the table had for a specific hand, you can login to PlayCheck. This option can be found in the software under the Menu Tab. There is a search option which searches by Play Type; Table Type; Game or Game Number. There is also a date range, up to a maximum of 21 days, which you can use. You can view the following information in PlayCheck:
There are two types of Freerolls: one that requires 100 raked hands in the last 24 hours to qualify, or the second one that has no requirements. To check on your qualifying raked hands for the first $1,000 Freeroll, simply:
This is the amount River Belle Online Poker Room takes for facilitating the game between Players on its service. This is only applicable to games where an ante is not used. Our variable rake structure is 5% of the pot size, max. $3.00. You have played in a raked hand if the pot has been raked by the house.
You can find rules in the poker software by clicking on the 'Menu' option and then on 'Help'. There will be a tab named 'Rules' where you can view all the relevant information.
Login to your poker software, click on 'Bank' and select the Deposit option of your choice. All deposits are immediately reflected in your account. The options available to you are:
Unfortunately due to new banking legislation some credit card companies do not allow credit/debit card deposits to be completed. In cases like these we offer our Players the option to open a web wallet such as NETeller or FirePay whereby your deposit will not be rejected.
You can contact our 24/7 Support Center via e-mail in order to resolve this. If it is a web wallet (e.g. NETeller, Click2Pay, FirePay etc) deposit we would need to know the amount you deposited as well as its transaction number so that we can locate the deposit and have it credited to your account. If it is a credit/debit card deposit, we would need a transaction list from your bank reflecting the amount.
There are many easy and efficient ways to receive the money you wish to withdraw from your account. Unfortunately due to new banking legislation we cannot refund your withdrawal to any credit or debit cards used on your account. Instead, we can either process your winnings to your bank account, send you a check, or send your withdrawal to a web wallet (e.g. NETeller or FirePay). To withdraw your funds, you need to login to your account, click on 'Bank' and then the 'Withdrawal' option. Follow the easy instructions for your request to be completed. Processing to web wallets is the fastest way of receiving your winnings. The options available to you are: a. Web wallets - such as FirePay; NETeller; PaySpark and Click2Pay. All these transfers take 24 to a maximum of 48 hours to appear in your account once transferred by our Processing Department. b. ACH transfer - US bank accounts only. This process takes 3-5 business days for the amount to reflect in your account. (TIP: We recommend you use one of our electronic wallets in order to receive your withdrawal within 0-24 hours of being processed). Check - regular mail which takes up to 21 days - Speedmail which costs $7, £7 or ?7 and takes 5-8 business days - Courier mail which costs $35, £35 or ?35 and takes 3-5 business days
We offer our Players the option to reverse their winnings back into their poker account should they not want to make another deposit. If you want to bypass this option, please e-mail our 24/7 Support Center and ask us to "flush" your withdrawal for you. We will then send your winnings directly to our Processing Department.
All you need to do is contact our 24/7 Support Center via e-mail and this will be done for you ASAP.
If you have completed the withdrawal process and you still haven't received your winnings, please contact our 24/7 Support Center for further information. The delay could be caused by incorrect payment information supplied to us or if we have previously requested documentation from you that hasn't been returned. Still don't find your answer? "Submit your query"
If you'd like to contact us via e-mail, kindly complete and submit the form below. A member of our Support Crew will contact you with assistance as soon as possible:
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