intercasino - problems and no resolution offered in weeks

[Susan]

Hi everybody,

i am very dissapointed with intercasino and wanted to ask, if there are any suggestions how I can deal with the situation.

I experienced technical problems for quiete a while and contacted the casino and complained about it. I merely play card games, like video poker and solitair. This games were interrupted ever so often - and buttons vanished - so that it was not possible to end the games properly. At that time I was told that there are no problems on the casino's side - I should check with my internet provider. So I did that and had also a controlling software, checking my connection, which did not show any problems.

Then there was a big server issue with intercasino in July that affected many players, where I could not log in again for days. Only after that happened the casino admitted, that there were problems before and that very few other players had complained about irregularities, espercially with video poker and solitair. I was told by email and on the phone that the casino takes the whole issue very seriously and is now looking for a resolution. Now emails and phone calls were exchanged for over three weeks, but I only got told that it takes time to find the error and should be patient.

Then about 5 days ago, I got another promotional email from the platinum-club of intercasino with some kind of bonus offer. I got so mad about this, since they had not find any resolution yet, but wanted me to place further bets - that I insisted on closing my account right away. I asked for that before, but emails and phone calls from the support seemed to show that they really care and take efforts to find a resolution - that is why I first agreed to not close the account.

Now they followed my wish, closed the account - and again I have not heard from them for days. I told them before and by now I am convinced that they only tried to keep me from closing my account (for years I have placed very high bets and of course lost more than I won), because they did not want to loose me as a player.

I do not think that it takes more than 3-4 weeks to find out, why a player experiences problems with certain games. It seems obvious that the software did not work properly for quite a while, since there were not only dozens of interruptions but also vanished buttons and so on. I have no way of finding out myself and they just do not offer a resolution - but at least do admit now that there has been/is a problem, that is only with a handful of players.

Now, for the very first time I consider to chargeback at least the deposits that were done within the last couple of weeks when the problem was already known to the casino - but I was told there is no problem on the casino's side. Actually I would have liked to just let them solve the problem, offer me some kind of resolution, and gamble as trustful as in the past.

But their behaviour now made me loose my trust into the casino and I am concerned that they simply delay everything, until enough time has gone and they do not have to fear any chargebacks.

Please give me some advise, what I can do. I actually do not want to do a chargeback. But I also cannot just sit here and accept their way of dealing with the situation.

[chuchu59]

Hi Susan,

Other than the tech probs what have you actually lost due to these issues? Even if the vanished buttons, interruptions etc. stemmed from the casino's side, the games are restored for you to finish so you wont lose a cent because of them. Actually, this casino's reputation is very good although personally I feel that their customer service leaves a lot to desired.

A chargeback is certainly a no-no. At least not if you want to continue playing online. Furthermore, as mentioned you dont seem to have lost any money because of this. If you do feel aggrieved send a PM (private message) to Ryan Hartley, the manager of intercasino. He will respond to you privately. Of course, if you then still feel that his answer is unsatisfactory let us know. However, if there is no monetary sum involved, I dont know whether it is helpful to Pitch-a-Bitch ie complaining to the moderators here.

[kmay87]

I'm surprised at InterCasino, in my opinion they are the overall best in terms of games, customer service and withdrawal speed.

I experienced similar issues with the software. While playing slots, the reels would either continuously spin, and thus I would have to restart and not know the result of the spin, or a message would say 'connection error' or like, but the bet would still be taken from my account.

But during one said crash, my balance shot up £300. It shows the exact figure I was paid in the log notes, and along with the payout table there was not a win possible for that amount at the spin I was doing.

I expected InterCasino to retract the money, under the terms and conditions which state 'all bets and winnings will be void in the case of a malfunction' but no, I was able to keep and withdraw!

[Susan]

Hi Susan,

Other than the tech probs what have you actually lost due to these issues? Even if the vanished buttons, interruptions etc. stemmed from the casino's side, the games are restored for you to finish so you wont lose a cent because of them. Actually, this casino's reputation is very good although personally I feel that their customer service leaves a lot to desired.

Well, I know that the casino's reputation is good - that is why I chose it for gambling. My post was already so long - that is why I did not go into details concerning the problems, especially since it is difficult to understand, if one does not have played the individual games I refer to. But of course did the malfunktioning cause to loose money. Imagine you are playing solitair and the game all of a sudden "freezes", which you do not realize right away. So you klick the pile 2 or three times - nothing happens. You have no other choice but leaving the game and restart it. It gets restored - but the card on the pile is not the last one you saw - because the 2-3 clicks on the pile were processed somehow in the course of restoring probably. That is one example that happened. Other than that it is also not very fair to be thrown out in the middle of the game - again like solitair - if your next move depends also on recalling which cards are left on the pile. At the ende that happened alomost in every round of solitair. If it then takes minutes to restart, you are completely out of the game and do not remember anymore. With videopoker all of a sudden one could not press the "hold-button" - it was gone... Only way to continue was to restart the game. But after restoring all hands were played - with of course no cards being hold. There were other incidents that seemed to influence the outcome of a game - but these are not a clear as those I mentioned, so it does not seem appropriate to post this here.

Furthermore, as mentioned you dont seem to have lost any money because of this. If you do feel aggrieved send a PM (private message) to Ryan Hartley, the manager of intercasino. He will respond to you privately. Of course, if you then still feel that his answer is unsatisfactory let us know. However, if there is no monetary sum involved, I dont know whether it is helpful to Pitch-a-Bitch ie complaining to the moderators here.

Mmh, reading my post again, I do not feel as if I was moarning and whining. I was asking for advise, since I never had any serious problems with a casino. I definetly lost money - but that is not the point. I am very dissapointed, because they have not been honest to me in the first place, let the gambling go on, although knowing that there is a problem and telling me, there is not. If the server had not gone down althogether, they probably would have never admit and I were testing around my system still. And I do not know what you consider "monetary", but we are speaking about five-figure numbers here, which is not extraordinay in my case - but still a lot of money. Of course I could write a note to Mr. Hartley, but excuse me please, I have been complaining for weeks now, by now I have had my account closed, and the casino had income of an average of 25-30ts. Euros per year during the past 4 years, just through my account. So, if the manager has not been informed by now by the service departement - then they obviously do not care much about their - so called - most valued members...

[Susan]

I'm surprised at InterCasino, in my opinion they are the overall best in terms of games, customer service and withdrawal speed.

I experienced similar issues with the software. While playing slots, the reels would either continuously spin, and thus I would have to restart and not know the result of the spin, or a message would say 'connection error' or like, but the bet would still be taken from my account.

But during one said crash, my balance shot up £300. It shows the exact figure I was paid in the log notes, and along with the payout table there was not a win possible for that amount at the spin I was doing.

Well, I hardly ever play slots - so it might very well be that not only my favorite games were affected. Of course, if malfunctioning happens to the players advantage, the player is happy and definetly will not complain. Unfortunately I never experienced it to my advantage. Maybe you could keep the money, because by checking your records the casino could see, that you lost money before because of the malfunctioning - or maybe, and that is my big concern - they lost track of what their software is doing. I have always been a huge fan of intercasino, but after the big server crack I asked them, if the server is target of massive attacks or has already been somehow compromised, since the big server thing happened after I already experienced these irregularities within the games and complained about it. Well, I was told that the problems are due to maintaining efforts, which somehow went wrong.

[kmay87]

Well, I hardly ever play slots - so it might very well be that not only my favorite games were affected. Of course, if malfunctioning happens to the players advantage, the player is happy and definetly will not complain. Unfortunately I never experienced it to my advantage. Maybe you could keep the money, because by checking your records the casino could see, that you lost money before because of the malfunctioning - or maybe, and that is my big concern - they lost track of what their software is doing. I have always been a huge fan of intercasino, but after the big server crack I asked them, if the server is target of massive attacks or has already been somehow compromised, since the big server thing happened after I already experienced these irregularities within the games and complained about it. Well, I was told that the problems are due to maintaining efforts, which somehow went wrong.

True, I'm not suggesting the problems were not their fault, it was just to point out that they were well within their rights to state a software malfunction, and confiscate all my winnings, to which I would have had no choice but to accept. But the fact that they did none of these suggest they value player relations over their 'rules', hence why I'm surprised they appear to be less than helpful in your case.

That aside, I don't think I will ever get to grips as to what the software glitch was, because never in my time playing fruit machines have I had a 1p wager turn into £300 30000x bet...surely impossible

[Susan]

...never in my time playing fruit machines have I had a 1p wager turn into £300 30000x bet...surely impossible

And you are certain, that it was not a coincidence in that manner that e.g. your monthly bonus was paid in that very minute ? I mean, was the amount shown on the slot machine or only in your account ?

[kmay87]

And you are certain, that it was not a coincidence in that manner that e.g. your monthly bonus was paid in that very minute ? I mean, was the amount shown on the slot machine or only in your account ?

As certain as can be. I was fed up of low rolling and not hitting a single win that paid more than 5x, I hadn't hit a bonus in over £200 (bearing in mind I bet 20p a spin) so I decided to do 1 line 1p wager, more out of curiosity than anything else, to see whether any wins would have rolled in, or if I was just wasting my time. One particular spin, the reels kept spinning and spinning, so I had to crash the software and restart. I went back in, and suddenly my balance had jumped by £300. I couldn't understand it as the highest possible win - betting max - was about 4000x I believe.

InterCasino has a good way of checking past wins in the log, as you may be familiar with. I looked in there, and there was no record of the actual spin itself (i.e. in most cases it lists exactly what symbols appeared on each line) it just said 'your payoff was £300'. Obviously, I didn't, and am never going to query how this win originated, because in my mind there was not a win possible for that amount, betting only 1p and 1 line.

With regards to the bonus, I had taken that at the start, so that was not what caused it.

[Simmo!]

Closed on request of OP.