Hydr0 VS Intercasino

Hydr0

cyber chill
PABnoaccred
Joined
Oct 24, 2012
Location
OZ
Hi all,

Please be very careful when checking wagering requirements for an active bonus at Intercasino.

As some of you would be aware there is a cancel button on the bonus page ( located by clicking on bonuses under My Account ).
It is located alongside the wagering completion bar, but it doesn't state cancel bonus, or cancel promotion, it only states cancel. IMO, the purpose of the cancel button is unclear, or vague. The cancel button is there so that players who have an active bonus and no longer wish to play it, have the choice to opt out of the promotion, and remove any associated wagering conditions.

I've been advised by CS that some players requested this option prior to the upgrade, and that's why the cancel button exists. As advised, the casino doesn't want to force players to continue playing an active bonus, if they decide they don't want to. Fair enough, provided players are clear that clicking the bonus button voids the cash locked in the promo (that is, part or all of your deposit), the bonus, and all associated bonus winnings!

This is stated in Intercasinos promotional terms and conditions:

• If the promotion is cancelled before completion, bonus funds and any associated winnings will be forfeited and only unlocked cash will be credited back to the player account.

In lieu of the above promotional term, under no circumstances should a bonus player click the cancel button unless they are 100% clear on why they are clicking it, and the outcome that supports such an action. If for example a player has accrued a bonus winnings balance of 10K and has a wagering REQ of $1 remaining, and they click the cancel button, either deliberately ( no rational person would do this ) by accident, or based on a lack of knowledge, they will lose the lot, no exception. It would be tragic!

I had a very unfortunate experience RE the cancel bonus button, and here is my story.

I accepted a 100% match bonus 4 life after depositing $50. The wagering REQ for this bonus was x15 or $1500. I started with $100, and was lucky enough to get my balance up to around $1,174 playing the casual game Cubis, an old favourite of mine.

I checked my wagering status intermittently, and on my last check I saw that I had completed just under 80% of the wagering REQ. My balance was $1,137 at the time, and I only had about $300 left to wager. I was home and hosed, and of course very happy! This was short lived however.

My sad story.... :(

After checking my remaining wagering REQ for about the 4th time, I clicked on the exit page cross box located in the top right corner of the open bonus/wagering page and it didn't respond. I clicked it again, and nothing. Lag lag.... I then, foolishly ( didn't know that at the time of course ) decided to try hitting the cancel button thinking that would work, and I would be taken back to my open game. BIG mistake! My balances were reset to zero. Goodbye, deposit, bonus and winnings :( I actually thought a system error had occurred.

Never did I imagine it would be possible to lose all your winnings by a click of a button. I have played across all software platforms, and I have never encountered a situation whereby this is possible. There is no fail safe measure, or auto system warning message to alert players that cancelling the bonus will result in the bonus, all associated bonus winnings, and the locked in cash deposit being automatically removed from a players account, and permanently voided. It's unacceptable IMHO that the software doesn't offer a way to protect players from an honest mistake. The terms and conditions are good and well, but no safety net is a real problem, and the current setup will potentially hurt players in future if it is not corrected.

I immediately contacted support detailing precisely what happened to me. I won't disclose details, but I will say that I was very honest about my feelings and provided a detailed account on what had occurred. Despite customer support's empathetic feedback, words of encouragement, and my long standing VIP level, the outcome unfortunately was not one which I had hoped for. The VIP manager did however try and help me achieve a more favourable outcome after my negative experience, and after I expressed my utmost disappointment. At the end of the day, I breached the bonus terms, and that's what it came down to. I have to accept their decision based on this.

I've been communicating with the casino since my unfortunate incident, and members of staff agree that having a warning message installed into the software is a good idea, and the current setup is potentially dangerous for players, especially those who have failed to clearly read the bonus terms and conditions. This is an ongoing discussion, and I will keep you updated as to the outcome when I know more.

I have always liked and supported Intercasino, and I hope this continues to be the case. I have been a long standing VIP there for a few years. At one stage I was a platinum VIP. The recent upgrade to their software was something I welcomed, but the horrible issue I experienced two days ago was simply not possible with the old software. It's been a stressful couple of days to say the least, but I have no leg to stand on at the end of the day. Existing players and future players need to understand the element of risk involved when accepting a bonus, given the unforgiving nature of the cancel bonus button, which is supported by Intercasinos bonus terms and conditions.

I would hate to hear that a member here suffers a similar fate to me in the future, with perhaps even more money involved. It is my hope that after ongoing communication with the casino, management will update their bonus system to protect players against unreasonable losses.

Please tread carefully if playing a bonus at Intercasino, and stay well clear of the cancel bonus button, unless you know exactly what you're doing.

Cheers and :) gaming!
 
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chuchu59

gambling addict
PABnonaccred
CAG
PABinit
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
An honest casino would have looked at the issue objectively. If you had not done anything other than mistakenly pushed the cancel button they should restore all your previous winnings, your bonus and allow you to play out remaining wagering requirements. If you had played or attempted to withdraw after pressing the 'cancel' button its an entirely different story. If your story is complete I fail to see how it is possible for a player #1.1K balance with only $300 left to wager would cancel his winnings. The casino could still require you to complete the wagering after reinstating the balance. Pity the Intercasino rep isn't active here nowadays otherwise he would have taken this up.
 

aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
An honest casino would have looked at the issue objectively. If you had not done anything other than mistakenly pushed the cancel button they should restore all your previous winnings, your bonus and allow you to play out remaining wagering requirements. If you had played or attempted to withdraw after pressing the 'cancel' button its an entirely different story. If your story is complete I fail to see how it is possible for a player #1.1K balance with only $300 left to wager would cancel his winnings. The casino could still require you to complete the wagering after reinstating the balance. Pity the Intercasino rep isn't active here nowadays otherwise he would have taken this up.

couldnt agree with you anymore . this isnt doing intercasino any favours at all if anything it just goes to show how things have gone downhill there & shall lose even more players with this kinda crap (
 

Hydr0

cyber chill
PABnoaccred
Joined
Oct 24, 2012
Location
OZ
My story is complete. It's very upsetting....

I didn't expect the casino to use their terms as a justification for voiding my winnings in lieu of the circumstances.

After this experience, it's dawned on me that long term loyalty and VIP status carries little weight.
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
Thanks for the warning and sharing your terrible experience. :(

Although the rep hasn't visited the forum for 6-months, Intercasino IS still Accredited here and if you send him a PM he should get an e-mail alert and respond. Failure to reply could lead to Intercasino losing their Accreditation.
I also feel that what happened goes against the rules of Accreditation (or at least, the spirit of them), and so Intercasino SHOULD restore your previous balance and let you carry on playing out the WR. Again, failure to put this right could lead to Intercasino losing their Accreditation.

Worth a try, you have nothing to lose now, but Intercasino have...

KK
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
Actually, I sent that rep a PM a while back.

I was trying to figure out why there are two different Intertops casinos with two different reps licensed under two different jurisdictions under two different casino groups with links that go to the same webpage.

I didn't get a response. I'm not sure if they have an active rep here.
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
Actually, I sent that rep a PM a while back.

I was trying to figure out why there are two different Intertops casinos with two different reps licensed under two different jurisdictions under two different casino groups with links that go to the same webpage.

I didn't get a response. I'm not sure if they have an active rep here.
Now you've got me confused! :confused:
This thread is about Intercasino, not Intertops, and what do you mean there are 2 different Intertops ...?

KK
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
Ha!

It's 5 am. I read "Intertops."

Ok, yes I am confused about Intertops but it has nothing to do with this conversation.

We'll now return you to your regularly scheduled broadcast.

Carry on.
 

Hydr0

cyber chill
PABnoaccred
Joined
Oct 24, 2012
Location
OZ
Thanks for the warning and sharing your terrible experience. :(

Although the rep hasn't visited the forum for 6-months, Intercasino IS still Accredited here and if you send him a PM he should get an e-mail alert and respond. Failure to reply could lead to Intercasino losing their Accreditation.
I also feel that what happened goes against the rules of Accreditation (or at least, the spirit of them), and so Intercasino SHOULD restore your previous balance and let you carry on playing out the WR. Again, failure to put this right could lead to Intercasino losing their Accreditation.

Worth a try, you have nothing to lose now, but Intercasino have...

KK


Thank you very much for your support and advice KK. I appreciate it. I will be discussing the issue further shortly with another VIP manager, in the hope I can resolve this in the right manner.

I will keep the forum updated.
 

chuchu59

gambling addict
PABnonaccred
CAG
PABinit
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Ha!

It's 5 am. I read "Intertops."

Ok, yes I am confused about Intertops but it has nothing to do with this conversation.

We'll now return you to your regularly scheduled broadcast.

Carry on.

5am? Don't you ever sleep Skiny? Its 6:30pm in my place meanwhile. I am waiting to watch my favourite football matches.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
There is a great deal wrong with this, far more than the OP realises.

The whole thing was triggered by THEIR software bug, a window that didn't obey the intuitive rules for Windows that one can always close a window with a click on the top right X. A "cancel" button, when in a window, is also universally understood to mean "cancel this window without taking any action". It further understood that when clicking an option that has serious consequences, the OS always has some kind of "are you sure" confirmation, such as when deleting a file from the computer. Good web design also incorporates measures such as this, usually at the point of final confirmation of an internet transaction to make it clear that it's not just another step, but the final commitment of your order, with your card being debited.

The button should at least say "Cancel bonus" to make it clear it's a function button, rather than a window button.

The other issue is the utter bullshit that followed. This somehow goes from a software bug, through a planned option provided for players, to an accusation of breaching the terms. If the Cancel button is provided for this purpose, how can it be a breach of the terms to use it:confused:

The final matter is of course the confiscation of the DEPOSIT, which is NOT provided for in the terms, so it's Intercasino, not the OP, that has breached their own terms by voiding more than the bonus+winnings.

CS then make things even worse by making the BS claim that there is nothing they can do. Of course there is, they can reverse the transaction from the back end and undo the problem initially caused by their own randomly unresponsive software.

This is also a damn good demonstration as to why I just don't like this new breed of browser based casinos. If a download client had frozen in this manner, it would not have responded to either request, and would eventually have to be closed down by the Task Manager.

On a technical note, how come when it became unstuck, it did NOT process the FIRST request in the queue (the click on the X to close the window), but skipped to the second. Had it worked properly, it would have processed the requests in order, and the cancel request would have arrived after the window had been closed, and therefore should have failed.

This is therefore not a simple case of lag, but one of a software error.
 

Mozaik

Dormant account
Joined
Jan 6, 2013
Location
Holland
This is fricking ridicolous...confiscating $1,137 because of a minor button, caused by Intercasino's own failure. If there was only $300 to wager left, then in my opinion the OP should at least receive $837 back since that was risk-free money. Now they are turning a blind eye and abusing the occured situation to the fullest.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
This is fricking ridicolous...confiscating $1,137 because of a minor button, caused by Intercasino's own failure. If there was only $300 to wager left, then in my opinion the OP should at least receive $837 back since that was risk-free money. Now they are turning a blind eye and abusing the occured situation to the fullest.

Despite their reputation, their outsourced CS has never been up to scratch. Many problems have ended up having to be escalated to the rep here. Although it's true that players asked for the facility, the design and implementation leaves much to be desired.

This case has also revealed that in common with other browser based casinos, it's prone to the same annoying problems of excessive lag and what appears to be compatibility issues with some browsers. I am thinking there was no lag at all, but an issue that meant that the window was impossible to close due to a compatibility issue that resulted in the "X" button not working, in which case there IS no means to close the window other than the Task Manager.
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
5am? Don't you ever sleep Skiny?

Now you sound like the greeting at the top of the forum.

I was just having my coffee before heading off to work.

If the newspaper would get here earlier I could have sat in the bathroom instead.
 

asadzareef89

Meister Member
MM
Joined
Feb 13, 2013
Location
United Kingdom
Hi all,

Please be very careful when checking wagering requirements for an active bonus at Intercasino.

As some of you would be aware there is a cancel button on the bonus page ( located by clicking on bonuses under My Account ).
It is located alongside the wagering completion bar, but it doesn't state cancel bonus, or cancel promotion, it only states cancel. IMO, the purpose of the cancel button is unclear, or vague. The cancel button is there so that players who have an active bonus and no longer wish to play it, have the choice to opt out of the promotion, and remove any associated wagering conditions.

I've been advised by CS that some players requested this option prior to the upgrade, and that's why the cancel button exists. As advised, the casino doesn't want to force players to continue playing an active bonus, if they decide they don't want to. Fair enough, provided players are clear that clicking the bonus button voids the cash locked in the promo (that is, part or all of your deposit), the bonus, and all associated bonus winnings!

This is stated in Intercasinos promotional terms and conditions:

• If the promotion is cancelled before completion, bonus funds and any associated winnings will be forfeited and only unlocked cash will be credited back to the player account.

In lieu of the above promotional term, under no circumstances should a bonus player click the cancel button unless they are 100% clear on why they are clicking it, and the outcome that supports such an action. If for example a player has accrued a bonus winnings balance of 10K and has a wagering REQ of $1 remaining, and they click the cancel button, either deliberately ( no rational person would do this ) by accident, or based on a lack of knowledge, they will lose the lot, no exception. It would be tragic!

I had a very unfortunate experience RE the cancel bonus button, and here is my story.

I accepted a 100% match bonus 4 life after depositing $50. The wagering REQ for this bonus was x15 or $1500. I started with $100, and was lucky enough to get my balance up to around $1,174 playing the casual game Cubis, an old favourite of mine.

I checked my wagering status intermittently, and on my last check I saw that I had completed just under 80% of the wagering REQ. My balance was $1,137 at the time, and I only had about $300 left to wager. I was home and hosed, and of course very happy! This was short lived however.

My sad story.... :(

After checking my remaining wagering REQ for about the 4th time, I clicked on the exit page cross box located in the top right corner of the open bonus/wagering page and it didn't respond. I clicked it again, and nothing. Lag lag.... I then, foolishly ( didn't know that at the time of course ) decided to try hitting the cancel button thinking that would work, and I would be taken back to my open game. BIG mistake! My balances were reset to zero. Goodbye, deposit, bonus and winnings :( I actually thought a system error had occurred.

Never did I imagine it would be possible to lose all your winnings by a click of a button. I have played across all software platforms, and I have never encountered a situation whereby this is possible. There is no fail safe measure, or auto system warning message to alert players that cancelling the bonus will result in the bonus, all associated bonus winnings, and the locked in cash deposit being automatically removed from a players account, and permanently voided. It's unacceptable IMHO that the software doesn't offer a way to protect players from an honest mistake. The terms and conditions are good and well, but no safety net is a real problem, and the current setup will potentially hurt players in future if it is not corrected.

I immediately contacted support detailing precisely what happened to me. I won't disclose details, but I will say that I was very honest about my feelings and provided a detailed account on what had occurred. Despite customer support's empathetic feedback, words of encouragement, and my long standing VIP level, the outcome unfortunately was not one which I had hoped for. The VIP manager did however try and help me achieve a more favourable outcome after my negative experience, and after I expressed my utmost disappointment. At the end of the day, I breached the bonus terms, and that's what it came down to. I have to accept their decision based on this.

I've been communicating with the casino since my unfortunate incident, and members of staff agree that having a warning message installed into the software is a good idea, and the current setup is potentially dangerous for players, especially those who have failed to clearly read the bonus terms and conditions. This is an ongoing discussion, and I will keep you updated as to the outcome when I know more.

I have always liked and supported Intercasino, and I hope this continues to be the case. I have been a long standing VIP there for a few years. At one stage I was a platinum VIP. The recent upgrade to their software was something I welcomed, but the horrible issue I experienced two days ago was simply not possible with the old software. It's been a stressful couple of days to say the least, but I have no leg to stand on at the end of the day. Existing players and future players need to understand the element of risk involved when accepting a bonus, given the unforgiving nature of the cancel bonus button, which is supported by Intercasinos bonus terms and conditions.

I would hate to hear that a member here suffers a similar fate to me in the future, with perhaps even more money involved. It is my hope that after ongoing communication with the casino, management will update their bonus system to protect players against unreasonable losses.

Please tread carefully if playing a bonus at Intercasino, and stay well clear of the cancel bonus button, unless you know exactly what you're doing.

Cheers and :) gaming!

Absolutely shocked at the decision of the casino manager, these days it feels like when someone is up a bit casinos would hope them to make just a tiny mistake so they can do them

Easiest thing at casinos to do is deposit and that's when the hell starts from wagering to max bets to spirit of the bonus and then if somehow you pass all these hurdles there's always the waiting times.

Anybody else feels like casino's should treat the players better.

Just for the way this guy has been treated I would never try the InterCasino, every player regardless of what they deposit and withdraw should be treated better
 

GrandMaster

Dormant account
Joined
Jan 21, 2004
Location
UK
This case has also revealed that in common with other browser based casinos, it's prone to the same annoying problems of excessive lag and what appears to be compatibility issues with some browsers. I am thinking there was no lag at all, but an issue that meant that the window was impossible to close due to a compatibility issue that resulted in the "X" button not working, in which case there IS no means to close the window other than the Task Manager.
Alt-F4 should work.
 

Matt44UK

On a Break
Joined
Apr 1, 2013
Location
Hampshire, UK
This is fricking ridicolous...confiscating $1,137 because of a minor button, caused by Intercasino's own failure. If there was only $300 to wager left, then in my opinion the OP should at least receive $837 back since that was risk-free money. Now they are turning a blind eye and abusing the occured situation to the fullest.

Don't want this to sound too glib but THIS is exactly why I NEVER accept "bonuses"!
 

243 lines=daft

Dormant Account
Joined
Jan 24, 2013
Location
Scotland
I have to say this is the most ludicrous thing I've read about in the post-Betfair era.

There is no possible justification for a button that wipes out winnings, bonus and deposit in one fell swoop.
And there is no possible reason for such a button to even exist apart from as a manhole to trap the unwary.

Intercasino have lost so much momentum in the last few years to MG, Playtech, Netent etc that they should be falling over themselves to look after loyal players and to show them their ongoing custom is very much valued in such a competitive landscape!

If action can't be taken to convince Intercasino to kick such nonsense to the kerb then frankly what is the point.
 

Mozaik

Dormant account
Joined
Jan 6, 2013
Location
Holland
Don't want this to sound too glib but THIS is exactly why I NEVER accept "bonuses"!

I'm not a fan of bonuses myself, only if it's a free chip. Only occasions when I take a deposit bonus is when I only have a very small amount to deposit (10-30 euros) and when its a 100% + bonus with 30x or lower wagering requirements.

I prefer having the possibility to cash out whenever I want.

I would advise the OP not to give up on this case. Is there any news yet or response from Intercasino? No1 in their right mind would wave goodbye to $1137 if there is only $300 to wager left - common sense really. If Intercasino claims there is nothing they can do, then this place really should be avoided above all cost.
 

TonyH

Dormant account
Joined
Aug 31, 2011
Location
Malta
Hi everyone

Please accept my apologies for the delay in responding.

We certainly acknowledge the feedback regarding the lack of clarity around the function of the ‘Cancel’ tab, due to the current wording. We are working on releasing a change to this feature and although it’s taking a little longer than anticipated, I’ll ensure an update is communicated on the forum, as soon as it’s live on the site,

Please also note that when a player is deciding whether or not to cancel a bonus whilst still having funds available from the amount they initially chose to ‘lock’, this amount is absolutely NOT forfeited along with the bonus amount and any associated winnings, when the ‘Cancel’ tab is selected.

I strongly urge HydrO to contact me directly via PM, PAB or at [email protected] so as to ensure absolute transparency throughout all forms of communication relating to this situation.

I’m confident that members of this forum will vouch for the fact that I always review and respond to all issues that are brought to my personal attention. This instance is no different and whilst we work hard to keep developing our new platform, all forms of feedback are welcome.

Kindest regards

Tony Hayes
Casino Manager

InterCasino
 

chuchu59

gambling addict
PABnonaccred
CAG
PABinit
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Hi everyone

Please accept my apologies for the delay in responding.

We certainly acknowledge the feedback regarding the lack of clarity around the function of the ‘Cancel’ tab, due to the current wording. We are working on releasing a change to this feature and although it’s taking a little longer than anticipated, I’ll ensure an update is communicated on the forum, as soon as it’s live on the site,

Please also note that when a player is deciding whether or not to cancel a bonus whilst still having funds available from the amount they initially chose to ‘lock’, this amount is absolutely NOT forfeited along with the bonus amount and any associated winnings, when the ‘Cancel’ tab is selected.

I strongly urge HydrO to contact me directly via PM, PAB or at [email protected] so as to ensure absolute transparency throughout all forms of communication relating to this situation.

I’m confident that members of this forum will vouch for the fact that I always review and respond to all issues that are brought to my personal attention. This instance is no different and whilst we work hard to keep developing our new platform, all forms of feedback are welcome.

Kindest regards

Tony Hayes
Casino Manager

InterCasino

May I take it that Hydro's winnings and deposit have not been forfeited and they shall be restored with outstanding wagering requirements still be played out. If my understanding is correct your support staff needs to be retrained plus a rap in the knuckles.
 

Hydr0

cyber chill
PABnoaccred
Joined
Oct 24, 2012
Location
OZ
N
Hi everyone

Please accept my apologies for the delay in responding.

We certainly acknowledge the feedback regarding the lack of clarity around the function of the ‘Cancel’ tab, due to the current wording. We are working on releasing a change to this feature and although it’s taking a little longer than anticipated, I’ll ensure an update is communicated on the forum, as soon as it’s live on the site,

Please also note that when a player is deciding whether or not to cancel a bonus whilst still having funds available from the amount they initially chose to ‘lock’, this amount is absolutely NOT forfeited along with the bonus amount and any associated winnings, when the ‘Cancel’ tab is selected.

I strongly urge HydrO to contact me directly via PM, PAB or at [email protected] so as to ensure absolute transparency throughout all forms of communication relating to this situation.

I’m confident that members of this forum will vouch for the fact that I always review and respond to all issues that are brought to my personal attention. This instance is no different and whilst we work hard to keep developing our new platform, all forms of feedback are welcome.

Kindest regards

Tony Hayes
Casino Manager

InterCasino



Thanks for your post Tony.

To my knowledge, a player who locks in their entire deposit, plays a bonus, and clicks the cancel tab prior to having met the wagering requirement, ultimately loses their locked funds, the bonus, and any associated bonus winnings. Only unlocked funds will retained, supported by Intercasino's promotional term, stated in my opening post.

An auto system generated warning in this case is essential, and should be a bare minimum protection measure for players, to help prevent a potentially catastrophic scenario from occurring. For example, 'Are you sure' upon clicking the cancel tab.

Whilst a simple re-wording of the cancel tab, for example: cancel bonus, or cancel bonus and winnings, or cancel promo, or cancel promo and bonus winnings etc, may be useful, alone it is still problematic as it won't protect a player from an accidental click of the cancel tab.

Perhaps a combination of an improved cancel tab description, and an inbuilt caution when clicking the cancel tab would be the ideal solution.

The above mentioned solutions would have indeed saved me a world of pain.

I expect a significant improvement to your existing bonus system in the near future.

Cheers
Hydr0
 
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