Intercasino - Resolved

[Flyer187]

Evening Everyone,

I've been having a number of issues with Intercasino recently, particularly around that fact that I recently made my first deposit on the 26th November and started playing here and won quite big (1,452.00 UK pounds).

The problem is they have not provided me with a PIN number enabling me to withdraw any money (and as you've probably guessed) I have lost my winnings.

They have already exceeded their Terms and Conditions by not providing me with a PIN number within 3 - 5 days (I still dont have a PIN on the 9th December meaning they are already over 10 working days late in providing me with this facility).

I originally emailed Intercasino and they said they would credit my account with a 100 pound goodwill payment, however this represents less than 10% of the actual cashout amount I requested.

Here is a copy of the most recent email i have sent to Intercasino Management (JaneB@intercasino.co.uk) -


Good Evening,

Please can you contact me on ************* (UK mobile).

I have received disgraceful customer service and casino management from Intercasino and wish to speak to the highest level of authority to report this.

Here is a list of the problems I have encountered -

1). Intercasino have not delivered my casino PIN number in line with the Terms and Conditions on this page http://www.intercasino.co.uk/payment/ and therefore they have broke their Casino Operating Guidelines.

2). My request to withdraw £1,452.00 was refused because I did not have a PIN number (because Intercasino have not sent it). This PIN number (because of its importance), should have been sent by recorded delivery or DHL - if Intercasino did not do so then they are responsible for it not being delivered.

3). A £100.00 offer of goodwill/compensation was made and placed in my account, however this offer represents less than 10% of the amount I requested to withdraw.

4). It is my understanding that a UK casino cannot refuse to pay any customer if the request is received within the rules of the UK Gaming Act (I am a HR Manager who specialises in Terms and Conditions) and my request was made within the guidelines.

5). The Customer Support I have received from your helplines has been both uninformed and very uninformative.

I would appreciate an immediate phone call to the number above, and a full and complete explanation of all the points I have raised.

Additionally, if the response I receive from Intercasino management is not satisfactory, I will refer this incident immediately to the UK Gaming Authorities.

Regards


Philip Pattison
USER NAME - **********
ACCOUNT NUMBER - *************



If anyone on this board has a good relationship with any customer/management support representative from Intercasino please email me at auwc61@dsl.pipex.com or send me a private message on here.

Additionally, if anyone has any advice as to what my next course of action should be, please respond to this post or email me direct.

Thanks in advance guys

Phil P (Flyer187)

[Webzcas]

The problem is they have not provided me with a PIN number enabling me to withdraw any money (and as you've probably guessed) I have lost my winnings.

Whilst it sucks that they had not provided you with your PIN Number in time to withdraw your winnings. InterCasino in no way made you gamble away your winnings. Hence I believe in my opinion the goodwill gesture of £100 to be very fair in light of the poor CS you experienced.

I would chalk this one down to experience and learn restraint - I might be sounding harsh, but we all need to know when to quit when we are ahead as it were

As for your current predicament still not having your pin, this needs to be resolved and you have come to the right place. Jayne Bentley is a member of this forum and I am sure she will speed things along, once she is made aware of this thread.

[umberto]

You must be joking!!!!

For god's sake, you lost your money and you blame the casino? Do you find this serious? How don't you know that Intercasino in fact sent you the PIN but your post office lost it?

This is ridiculous to me. You lost your money and they are so nice to offer you 100 Pounds which is more than enough for your case and you are still complaing?

Thumbs up to Intercasino for me for the stance it kept.
You have no right.

[thelawnet]

Evening Everyone,

I've been having a number of issues with Intercasino recently, particularly around that fact that I recently made my first deposit on the 26th November and started playing here and won quite big (1,452.00 UK pounds).

The problem is they have not provided me with a PIN number enabling me to withdraw any money (and as you've probably guessed) I have lost my winnings.

Did you leave them somewhere? Did they vanish?

No, you gambled them and lost. Game over unfortunately. You would not have been asking for a refund if you had chosen to gamble and you had won more.

They have already exceeded their Terms and Conditions by not providing me with a PIN number within 3 - 5 days (I still dont have a PIN on the 9th December meaning they are already over 10 working days late in providing me with this facility).

Shit happens. The British postal service sucks. Call them ask them for another one. In the mean time, hold tight. You had won. That money shouldn't be touched.

I originally emailed Intercasino and they said they would credit my account with a 100 pound goodwill payment, however this represents less than 10% of the actual cashout amount I requested.

Seems pretty generous to me. At these casinos when you first register there is *no way* to withdraw immediately. So you could not request that cashout when you first signed up. Like I said, the money was yours, nobody put a gun to your head and made you lose it.

4). It is my understanding that a UK casino cannot refuse to pay any customer if the request is received within the rules of the UK Gaming Act (I am a HR Manager who specialises in Terms and Conditions) and my request was made within the guidelines.

Eh what?

The Gaming Act 1968? Or the Gambling Act 2005? Which section?

5). The Customer Support I have received from your helplines has been both uninformed and very uninformative.

I would appreciate an immediate phone call to the number above, and a full and complete explanation of all the points I have raised.

Additionally, if the response I receive from Intercasino management is not satisfactory, I will refer this incident immediately to the UK Gaming Authorities.

Good luck.

[gmblpdam]

I cant believe that you come in here bashing Intercasino when they offered to compensate you 100 pounds that you were in no way entitled too. If that happened to me I would be posting about a great positive experience, not a negative one. If you think Intercasino is bad, then you obviously havent played at many online casino, because they are one of the best.

[Flyer187]

Ok guys, thanks for the quick flames......

Please understand, when I reached the 1452.00 amount I went to the cashier to withdraw my money and was told that I could'nt (believe me I actually found the cashout button).

Secondly, the Intercasino Terms and Conditions on the website state that they will deliver a PIN number to customers within 3 to 5 working days (if they dont deliver in that time period they are breaking their terms, furthermore if the PIN is so important, why dont they deliver by recorded mail? ...its not my problem if the mechanism they use to deliver these PIN numbers is prone to breaking down).

I believe this has been used by the casino as a mechanism to keep the gambler playing at the tables/slots - I appreciate that the casino wants to use this a mechanism for safety but put yourself in my shoes....I want my money out of the casino and they wont let me take it

[buck]

Flyer, a little self control would pay huge rewards. Everyone knows about payment methods, (IE pin).

Get a clue?

Cheers,

Buck

[Flyer187]

Hi Buck,

The whole argument of my complaint is that I am sat here now, over 10 working days (over 2 weeks) since my initial deposit, without a PIN withdrawal number.

To answer some of the previous flamers, I consider a 100 pound goodwill/compensation gesture to be derisory in light of the fact that this represents less than 10% of the amount i actually requested to be withdrawn.

I could fully understand your flames if I had not actually requested a cashout (which I have), but the situation remains that I would be sat here now still unable to withdraw any money from the casino (which is the case).

In spite of your flames, I am not a sore loser (as some of you seem to be suggesting), and Intercasino definately have questions to answer.

[Aindreas_Daoc]

A GBP 100 goodwill bonus is above and beyond good enough to compensate for PIN being late. As for you gambling away your win due to lack of self control, that's hardly their fault, and there is no way you should get any compensation.

Imagine the precedent that will set: every Tom, Dick and Harry can set up an account, wait to see if the PIN is late, then if they lose, request their money back.

[Webzcas]

Hi Buck,

The whole argument of my complaint is that I am sat here now, over 10 working days (over 2 weeks) since my initial deposit, without a PIN withdrawal number.

To answer some of the previous flamers, I consider a 100 pound goodwill/compensation gesture to be derisory in light of the fact that this represents less than 10% of the amount i actually requested to be withdrawn.

I could fully understand your flames if I had not actually requested a cashout (which I have), but the situation remains that I would be sat here now still unable to withdraw any money from the casino (which is the case).

In spite of your flames, I am not a sore loser (as some of you seem to be suggesting), and Intercasino definately have questions to answer.

I certainly wasn't flaming you. I was just offering some good advice. I live in Gibraltar, the post is held up from the UK for over 2 weeks now. No fault on the people trying to mail me.

I want my money out of the casino and they wont let me take it

So you gamble away your winnings using your own free will while waiting for the problem to be solved???

Hence my comment, that you need to be able to show restraint with your gambling and learn to quit while you are ahead.

I still also believe InterCasino have treated you very well with the generous offer of £100 to compensate for the below standard customer service you have received.