Intercasino--how not to retain a player

[Jasminebed]

Not too long ago, I received a $5 free chip from Intercasino. I've had no luck there in the past, and it's been quite a while since I played. I didn't even bother downloading it again.

The sent me another the last week or so, and this time I did download again and play it. I was far from making playthrough.

I sent an email asking if the remaining WR would have to be met on my next deposit.

I've had no reply in more than a week.

Why even bother sending me a free chip if you are going to ignore me when I have a legitimate question?

 

[aceking123]

Not too long ago, I received a $5 free chip from Intercasino. I've had no luck there in the past, and it's been quite a while since I played. I didn't even bother downloading it again.

The sent me another the last week or so, and this time I did download again and play it. I was far from making playthrough.

I sent an email asking if the remaining WR would have to be met on my next deposit.

I've had no reply in more than a week.

Why even bother sending me a free chip if you are going to ignore me when I have a legitimate question?

hi well there hoping you make a deposit pointless service if they cant be bothered to reply well you know where the trash bin is on your pc speaks volumes for you

 

[CasinoTom]

Not too long ago, I received a $5 free chip from Intercasino. I've had no luck there in the past, and it's been quite a while since I played. I didn't even bother downloading it again.

The sent me another the last week or so, and this time I did download again and play it. I was far from making playthrough.

I sent an email asking if the remaining WR would have to be met on my next deposit.

I've had no reply in more than a week.

Why even bother sending me a free chip if you are going to ignore me when I have a legitimate question?

Hi Jasminebed,

Sorry to hear about this. If you could email or PM me your account number, and I will follow this up with customer services.

Thanks,

Tom

 

[Jasminebed]

I've played Intercasino on and off for quite a few years. Since they abolished the system of carrying over unmet WRs, I've played a few times, and even managed a couple of cashouts. They charge $1 to cashout to Moneybookers BTW, I'm not sure about other methods.

Looking for a change of pace tonight, I decided to make a deposit. I read the bonus offer, the terms, the restricted games, the bet restriction of 10% of the bonus amount, and decided to take the once per month 50%, 20xD+B match bonus.

I don't play often, and I somehow made a mistake in applying the code before I made my deposit, and the bonus was not credited.

I contacted LiveChat (who was very busy) to request assistance. Inadvertently, she reset my password, and I needed to deal with that. Mistakes happen, it was an annoyance, and possibly took a little too long since she was dealing with other clients.

Support is unable to manually apply a bonus, even though I hadn't played with my funds. The only option was to request a withdrawal (which would be processed on Monday, and costs $1, and since I lose money for funds conversion on both ends, it will end up costing me more than that), and then make a new deposit.

I made the withdrawal, and requested an account closure. CSRs need to be given power to deal with simple player issues like crediting a bonus manually.

I requested a copy of my chat, which has been sent to me.

The preface to the actual chat included this:

Due to a promotional issue today, we have been receiving a very large amount of interactions and I would like to assure you that this is very rare.

Well, it wasn't the wait, or the error in resetting my password that led to me requesting my account closed, but the inability of support to apply a bonus requested, one that was offered to me.

It costs casinos a lot to offer support, you might as well make them effective.

 

[TonyH]

Dear Jasminebed

Thank you for taking the time to post your comments.

It is with regret that I read of your negative experience with our Customer Support Team.

I accept and appreciate completely the points made and offer you my sincere apologies.

Our Customer Support function is pivotal to the success of our brand, making your feedback a key factor in the direction our business takes moving forward.

I would be keen to discuss your points in detail and encourage you to contact me directly at [email protected] should you feel this opportunity beneficial.

Kindest regards

Tony Hayes

Casino Manager
InterCasino

 

[macster]

Same experience!

I've played Intercasino on and off for quite a few years. Since they abolished the system of carrying over unmet WRs, I've played a few times, and even managed a couple of cashouts. They charge $1 to cashout to Moneybookers BTW, I'm not sure about other methods.

This is not true. I lost the initial deposit and bonus. I then made further deposits some time later. Won. Can't withdraw. E-mailed them. They cited (cut and paste) their T&C, which said nothing about subsequent deposits still being subjected to the initial wagering requirement.

So... You're right! "How not to retain a player". I'll add... "How to make a new player move on very quickly", "How the word of mouth and power of consumers can negatively affect you" and more.