- Joined
- Jul 15, 2012
- Location
- Switzerland
... first of all i'm not a VIP at Intercasino. I maybe made 50+ deposits over the last few years, but play there not too much. But now i had a funny case and another example of bad customer treatment which will lead to me closing my account there permanently.
1. End of April: Took a 100% bonus and played there a bit... Had only about 6$ in my account and played Angel's Touch. On some point a bonus round appears but disappears again right after... I was "WTF?" I made 3-4 more spins but the bonus round was gone, and so was my money. (Balance: 0.0x)
2. I wrote an e-mail to customer support about this issue.
3. About a week later i get a message that i should deliver the exact time again when this happened - i did it
4. A couple of days later i got an e-mail that everything has been sorted out. I realized that logged in and was able to finish the open bonus round = won 31$. But the 31$ were not in my balance, but only visible in "my account"... Wrote support again
5. After a couple of hours i got an answer that the 31$ bonus money are "forfeited" because i did not fullfill the wagering requirements within the promotions period (7 days)
6. I wrote an answer with explaining that i think it's THEIR FAULT if a game gets stuck... And i wasn't able to wager in those 5-10 days i haven't received an answer because i had no money in my account left, only this open bonus round i couldn't finish at that time.
7. They answered my that they will forward my opinion to the Casino Manager
8. A couple of days later i get a message with the following line in it: "Unfortunately, we cannot do anything about your bonus as it has now expired."
What a great example of "Dear Customer, you are not a big vip, we don't give a f*** about you"
I always was very nice to everyone involved, and patient. But this is really funny... And it's not about the 31$. It's about a casino making a mistake or having a technical problem and punishing the customer for it. Very bad!
1. End of April: Took a 100% bonus and played there a bit... Had only about 6$ in my account and played Angel's Touch. On some point a bonus round appears but disappears again right after... I was "WTF?" I made 3-4 more spins but the bonus round was gone, and so was my money. (Balance: 0.0x)
2. I wrote an e-mail to customer support about this issue.
3. About a week later i get a message that i should deliver the exact time again when this happened - i did it
4. A couple of days later i got an e-mail that everything has been sorted out. I realized that logged in and was able to finish the open bonus round = won 31$. But the 31$ were not in my balance, but only visible in "my account"... Wrote support again
5. After a couple of hours i got an answer that the 31$ bonus money are "forfeited" because i did not fullfill the wagering requirements within the promotions period (7 days)
6. I wrote an answer with explaining that i think it's THEIR FAULT if a game gets stuck... And i wasn't able to wager in those 5-10 days i haven't received an answer because i had no money in my account left, only this open bonus round i couldn't finish at that time.
7. They answered my that they will forward my opinion to the Casino Manager
8. A couple of days later i get a message with the following line in it: "Unfortunately, we cannot do anything about your bonus as it has now expired."
What a great example of "Dear Customer, you are not a big vip, we don't give a f*** about you"
I always was very nice to everyone involved, and patient. But this is really funny... And it's not about the 31$. It's about a casino making a mistake or having a technical problem and punishing the customer for it. Very bad!
You should be allowed to pay this 31 since it was their fault that the game got stuck. Contact the rep hoff.
