Bonus Complaint InterCasino Confusing Bonus Terms - Do You Agree?

[jackieonweb]

Either I am being unlucky with casinos lately, or online casinos are becoming more deceptive.

InterCasino sent me an email last week with a choice of 2 bonuses;

I done the 115% slot bonus.

They are not paying me any of my winnings as they are saying the max bet rule of 10% (which is clearly underneath the £150 100% bonus) applies to BOTH bonuses.
As you can see, the terms for both bonuses are clearly seperate, and the £150 bonus is even starred to keep it seperate. Trying to apply a specific term to a completely seperate bonus is nothing short of deception.

They have another rule in their general terms which says the max bet is 25%, which I did not breach.

What are your thoughts? I know I have a biased view, so I would like peoples opinion.

 

[SlotsLover]

you seem to be right

You seem to be correct and don't appear to have broken any rules, at least by the way they are writing the rules and the spacing. Contact the casino rep. They are accredited I believe, so you should get a reasonable response.

BTW, don't we think 10% of BONUS is way low as a rule?

 

[aceking123]

Either I am being unlucky with casinos lately, or online casinos are becoming more deceptive.

InterCasino sent me an email last week with a choice of 2 bonuses;

I done the 115% slot bonus.

They are not paying me any of my winnings as they are saying the max bet rule of 10% (which is clearly underneath the £150 100% bonus) applies to BOTH bonuses.
As you can see, the terms for both bonuses are clearly seperate, and the £150 bonus is even starred to keep it seperate. Trying to apply a specific term to a completely seperate bonus is nothing short of deception.

They have another rule in their general terms which says the max bet is 25%, which I did not breach.

What are your thoughts? I know I have a biased view, so I would like peoples opinion.

hi jackie it clearly states there 10% of bonus to which you cannot go above , i had taken this promo at vip casino & cleared the wagering & made a withdrawal aswell until today when my withdrawal wasnt processed & i played the withdrawal back my own fault indeed , but i was slightly off guard due to the fact that when i had a intercasino account they paid out the following day without any problems,i dont play there any longer & have been informed today by fone call that they have a 24hr pending now first i know of this.

problem is if you have gone over that term afting not reading it properly you havnt got a leg to stand on & doubt very much your get any monies & they havnt done anything wrong either as it states it clearly , im taking this about the 10% bonus not being under the 115% slots ? i just thought it was for both of them which i was correct , they could of done it on both but i thought it was clear to me ,just another lesson learned about terms & conditions.

 

[jackieonweb]

I don't see your logic MrJones... why seperate the different bonuses with headings on different paragraphs?

They have different wagering requirements, game choices, bonus codes, and are listed seperatly.

 

[LHofsdal]

The way I read it, it says the 10% applies to the "Any games" bonus, not the "slots only" bonus. Atleast that is the way I see it.

Maybe the 10% rule is in with the Terms and Conditions when you click the link in the e-mail.?

I might be wrong, but I agree with the OP from what is posted from the e-mail.

LH

 

[Tengil]

As long as you didnt bet over 25% of the bonus (General Promotions T&Cs) you should be paid.

I would read it that the 10% only refers to the 100% match bonus. Really sad if Intercasino is going this route.

 

[aceking123]

I don't see your logic MrJones... why seperate the different bonuses with headings on different paragraphs?

They have different wagering requirements, game choices, bonus codes, and are listed seperatly.

all im saying is that i had taken the same promo , i looked at the terms as you have & i didnt think that the slots bonus was any different to the table games promo , im not sticking up for them , but that was the way i had read this 10% max on slots & table games , im not sure to wether vip promo did have this direct below ( underneath ) im thinking this may well was there , anyway i do see your point but i doubt its going to help you , the only thing you could do is complain & start again from a fresh . though i shall admit i realy didnt like to see the 10% max rule this isnt good but clever play & you can clear it. bring back the 25%!

 

[jackieonweb]

As long as you didnt bet over 25% of the bonus (General Promotions T&Cs) you should be paid.

I would read it that the 10% only refers to the 100% match bonus. Really sad if Intercasino is going this route.

No, I didn't bet over 25%, as it says in their general terms.

It seems that if you win a fair amount these days, even the 'best' casinos want to steal your money.

If this went in front of a judge, they would get laughed out of the court.

I'm owed £4.1k, so it may get to that stage.

 

[KasinoKing]

No, I didn't bet over 25%, as it says in their general terms.

It seems that if you win a fair amount these days, even the 'best' casinos want to steal your money.
If this went in front of a judge, they would get laughed out of the court.
I'm owed £4.1k, so it may get to that stage.

I think "steal" is a bit harsh, though I can understand why you are upset as I agree you are definitely in the right.
Intercasino are a great casino, and I'm sure this will be resolved to your satisfaction.

First please send the casino representative a Private Message about your problem by following this link: Link Outdated / Removed

After giving them a reasonable amount of time, if they do not put things right to your satisfaction, you can Pitch-A-Bitch.
This is CasinoMeister's FREE service to help players with problems at non-rogue casinos.
Before you start, make sure the casino in question is NOT in the Rogue Pit or on the No Can Do list. (They aren't, of course!)
To submit your PAB, click here: Pitch-A-Bitch
Be sure to read ALL the terms for submitting a PAB, including the Frequently Asked Questions here: PAB FAQs

KK

 

[rainmaker]

Hello you.

I think this case is quite clear based on the information you have given us.

The 10% rule only applies to the other bonus. In my opinion, the 10% rule is also clearly meant to be for table games/video poker and not slots games.

They have two clearly separated terms for two different bonuses. And you have not violated relevant terms for your chosen bonus.

.

 

[LaHutti]

Based on the info you have given, I fully agree with everyoned else.
The 10% rule is clearly NOT for the slots bonus, as it should have been listed with the other terms for that bonus.

 

[jackieonweb]

Ok, maybe stolen is a bit harsh, but I really can't see their logic behind what they are saying to me. I just wanted other peoples opinion to confirm I am correct.

They are adament that term applies to the other bonus, live chat and email support have confirmed it... I will try the rep in this forum now...

 

[chuchu59]

It's a clear case of pay the player now and amend the terms later. I do agree, however, that even the best casinos are dreaming up excuses not to pay. It's their fault for not examining the Ts and Cs.

 

[chayton]

I would have read the terms the same way the OP did - I'd assume the slot coupon had the standard 25%. I hope the rep can help, if the 10% applied to either bonus it's completely unclear as it's written in this mail. IMO the OP is completely in the right here and the casino should pay them.

 

[Nifty29]

Two key parts of the Term:

"that bonus" not "the bonus" indicates it applies to both bonuses.

"or one spin of slots" indicates the 10% does apply to slot bets.

I always assumed it applied to both bonuses, as it was in bold type.

If a player isn't sure, they should confirm with the casino. Waiting until afterwards to say they didn't understand creates the difficulty that we have here.

I also assume this is not the first time the OP received a bonus offer from Inter? AFAIK the terms have always been the same. Considering how long Inter have been offering these bonuses, it's odd that this is the only complaint.

FWIW a misunderstanding about the terms of a bonus is not "rogue" IMO, unless the terms are deliberately misleading which I don't believe they are...it would be a first for Intercasino to take such a path.

 

[Nifty29]

It's a clear case of pay the player now and amend the terms later. I do agree, however, that even the best casinos are dreaming up excuses not to pay. It's their fault for not examining the Ts and Cs.

Chu, could you please provide some examples of the best casinos dreaming up excuses not to pay?

I must have missed them.

 

[mattsgame]

Two key parts of the Term:

"that bonus" not "the bonus" indicates it applies to both bonuses.

"or one spin of slots" indicates the 10% does apply to slot bets.

I always assumed it applied to both bonuses, as it was in bold type.

If a player isn't sure, they should confirm with the casino. Waiting until afterwards to say they didn't understand creates the difficulty that we have here.

I also assume this is not the first time the OP received a bonus offer from Inter? AFAIK the terms have always been the same. Considering how long Inter have been offering these bonuses, it's odd that this is the only complaint.

FWIW a misunderstanding about the terms of a bonus is not "rogue" IMO, unless the terms are deliberately misleading which I don't believe they are...it would be a first for Intercasino to take such a path.

I have to agree with Nifty here to a degree, It does say "one spin of slots". *read my edit*

But I think its a little bit confusing in where they have placed this term so I can understand the op's frustration.

It really should have been at the bottom of both bonus codes on its own under General Terms or a big BRIGHT STAR

Edit: Actually re looking at the bonus code and the terms it is under *All Games* which would include slots, so I am to believe it does look like separate term & conditions after all.
So I can actually see where the op could be in the right here.

 

[rainmaker]

"or one spin of slots" indicates the 10% does apply to slot bets.

.

Nifty

I never claimed that the term only applied for table games/VP. This is a bonus for "all games", so slots will of course be included.

But that special bonus with this term is in my opinion clearly intented for those who mostly will play table/VP games. But this is not important.

The important thing is that these are two different terms for two different bonuses. I find it very odd that the casino expects the player to read, understand and play within T&C for a bonus the player has not accepted nor received and that this term applies for the bonus he actually has accepted and recieved (a bonus that even comes with its own T&C).

This is messy if this is the way they practice their T&C.

.

 

[Nifty29]

Nifty

I never claimed that the term only applied for table games/VP. This is a bonus for "all games", so slots will of course be included.

But that special bonus with this term is in my opinion clearly intented for those who mostly will play table/VP games. But this is not important.

The important thing is that these are two different terms for two different bonuses. I find it very odd that the casino expects the player to read, understand and play within T&C for a bonus the player has not accepted, and that this term applies for the bonus he actually has accepted, a bonus that comes with its own T&C.

Yes I can see how they could be read like that, but what we are really talking about is a couple of lines of spacing.....I'm sure if it were there it would be far more obvious that it was seperate.

I still think the phrase "wagering for that bonus" clearly refers to both bonuses, but there is obviously some confusion even between ourselves.

I guess what we think won't matter in the end.

 

[rainmaker]

I guess what we think won't matter in the end.

Amen to that

Lets hope the rep can clarify in this thread. Probably other customers who would like to know as well.

 

[chuchu59]

Chu, could you please provide some examples of the best casinos dreaming up excuses not to pay?

I must have missed them.

Hiya Nifty, Intercasino is widely regarded as one of the top casinos and imo they made a mess of the ts and cs. Then as you may recall, the spin palace fiasco. Frankly, I was also unhappy when I won a RJ at Inet last year and they suddenly wanted docs despite my cashing out numerous times in the past. While they did not stall once my docs were submitted it gives you a feeling they are thinking of ways to facilitate your reversal of withdrawal. I recall some other player also being required to suddenly send docs after winning a couple of $k. Casinos are living on hard times and personally I believe all casinos will devise ways to protect their earnings or maybe cut losses. While the rogues will stop at nothing to fleece players the 'better ones' could well be aiming at borderline methods to 'legally' rip-off players. That is a must if they are to keep themselves afloat. In fact, I firmly believe they should have exerted pressure on the software providers to invent ways to protect their profit margins.I am sure many will disagree with me me but for say the Diamond Dozen slot at rtg, it is obvious to me that 2 blue diamond scatters in the first 2 reels are getting very rare. This reduces the rtp in a non-conspicuous way as it only pays2x bet. ThenI have had thousands of spins at t-rex and there seems to be a case of 'colour optical illusion' where a payline is often filled with images of the same colour ie the 'mountains in the first 3 reels followed by the triceratops(brown) and the grass followed by the 'green' dinosaur(stegosaurus). You guys can call me crazy but I am only relaying what I see and feel to you.

 

[luarod]

I think these are really confusing T & C. But I agree with other posts, I would have understood from reading them that the 10% rule only applied for table games/video poker.

I understand the OP frustration.

 

[chayton]

Two key parts of the Term:

"that bonus" not "the bonus" indicates it applies to both bonuses.

"or one spin of slots" indicates the 10% does apply to slot bets.

I don't take bonuses at Intercasino, but if I did, I would have been caught with this one as well.

And actually it does say THE bonus "in excess of 10% or more of the value of THE BONUS credited to their account..." but then also says THAT bonus at the end of the sentence. It would have been so simple if they just said EITHER bonus instead, or put that paragraph up at the top with all the other stuff that applies to BOTH bonuses.

Also it says stuff like one spin of roulette, one hand of VP etc, which you wouldn't be allowed to play with the slots only bonus. So that also gives the impression that that term only applies to the bonus where you ARE able to play them.

I don't think that this is roguish - I sincerely doubt that Intercasino did this to trick players or to keep from paying out winnings, but I do think that this bonus mail was poorly put together and that the OP shouldn't be penalized because of it.

 

[Nifty29]

Hiya Nifty, Intercasino is widely regarded as one of the top casinos and imo they made a mess of the ts and cs. Then as you may recall, the spin palace fiasco. Frankly, I was also unhappy when I won a RJ at Inet last year and they suddenly wanted docs despite my cashing out numerous times in the past. While they did not stall once my docs were submitted it gives you a feeling they are thinking of ways to facilitate your reversal of withdrawal. I recall some other player also being required to suddenly send docs after winning a couple of $k. Casinos are living on hard times and personally I believe all casinos will devise ways to protect their earnings or maybe cut losses. While the rogues will stop at nothing to fleece players the 'better ones' could well be aiming at borderline methods to 'legally' rip-off players. That is a must if they are to keep themselves afloat. In fact, I firmly believe they should have exerted pressure on the software providers to invent ways to protect their profit margins.I am sure many will disagree with me me but for say the Diamond Dozen slot at rtg, it is obvious to me that 2 blue diamond scatters in the first 2 reels are getting very rare. This reduces the rtp in a non-conspicuous way as it only pays2x bet. ThenI have had thousands of spins at t-rex and there seems to be a case of 'colour optical illusion' where a payline is often filled with images of the same colour ie the 'mountains in the first 3 reels followed by the triceratops(brown) and the grass followed by the 'green' dinosaur(stegosaurus). You guys can call me crazy but I am only relaying what I see and feel to you.

Thanks Chu.

Nothing you have said comes close to supporting your statement that the best casinos are looking for ways to avoid payment. The case here and the inet docs request are not examples of this and I'm not 100% sure about which spin palace thing you mean.

I really think you're being either being deliberately inaccurate, or overly dramatic.

 

[The Dude]

Admin note: changed title

Just an admin note that the title has been changed from "Roguish" to "Confusing" since this is what it seems to be.

When you use a term like "rogue" you put the casino into a defensive position, and instead of coming here to discuss this issue - they will be focused on the rogue term. This is one reason why we have guidelines on posting complaints. These are found here:
https://www.casinomeister.com/forums/threads/posters-a-note-about-thread-titles.10951/

 

[LaHutti]

A casino needs to have VERY clear conditions on bonuses given, before they give the bonus. Telling a player what they MEANT to say AFTER a player wins, doesn't fly....if it does, the players do not stand a chance in hell.
Having 2 different sets of rules, and to me clearly, seperated by their BOLDED headline of each bonus, and the 10% rule clearly listed under the all games bonus, and NOT under the slots bonus, tells me, that that rule was intended for the all games bonus, and nothing else. To me, there is really no confusion. They chose to have different terms for the bonuses, and if they made a mistake, not listing a rule, that they intended to apply to both bonuses, that's not the players fault, and he should therefor be paid in my opinion. The way I see it, thiss player played the bonus according to their rules, maybe not as they intended, but certainly as they printed them, and that's all a player CAN do.

EDIT: There is obviously confusion now, after the player wants his winnings, but this confusion is, in my opinion, only caused by the casino, trying to get out of paying, by telling the player what they meant to say, after he won.

 

[chayton]

A casino needs to have VERY clear conditions on bonuses given, before they give the bonus. Telling a player what they MEANT to say AFTER a player wins, doesn't fly....

 

[chuchu59]

A casino needs to have VERY clear conditions on bonuses given, before they give the bonus. Telling a player what they MEANT to say AFTER a player wins, doesn't fly....if it does, the players do not stand a chance in hell.
Having 2 different sets of rules, and to me clearly, seperated by their BOLDED headline of each bonus, and the 10% rule clearly listed under the all games bonus, and NOT under the slots bonus, tells me, that that rule was intended for the all games bonus, and nothing else. To me, there is really no confusion. They chose to have different terms for the bonuses, and if they made a mistake, not listing a rule, that they intended to apply to both bonuses, that's not the players fault, and he should therefor be paid in my opinion. The way I see it, thiss player played the bonus according to their rules, maybe not as they intended, but certainly as they printed them, and that's all a player CAN do.

EDIT: There is obviously confusion now, after the player wants his winnings, but this confusion is, in my opinion, only caused by the casino, trying to get out of paying, by telling the player what they meant to say, after he won.

If you ever need to look for work the casinos should hire you to spell out their Ts and Cs in clear terms.

 

[Tengil]

From their General Promotional T&Cs:

In the interests of fair gaming, players may not place individual bets equal to or in excess of 25% or more of the value of the bonus credited to their account until such time as the wagering requirements for that bonus have been met. For clarity, an individual bet relates to the total amount wagered on one spin of the roulette wheel, one dealer’s dealt game in table games or blackjack (double up in any individual hand is permitted), one deal of the cards in video poker (no matter how many hands are chosen to play with. Individual bet also relates to the total amount risked on any round played within both the bonus feature offered in bonus video poker, including winnings brought forward from subsequent rounds, and also any and all bets using the video poker double up feature or one spin of slots. InterCasino reserves the right to refuse withdrawals, remove bonus money and winnings without notice and lock all accounts of players found abusing this rule.


Notice that they have only changed the percentage from 25% to 10%. So its nothing more than a copy paste with altered percentage for the allowed max bet.
Nothing more.

 

[Nifty29]

One thing that hasn't been considered.

The terms do not explicitly state they apply only to one bonus, neither do they say they do not apply to the slots bonus.

If the terms were as confusing as everyone says, the OP should have obtained clarification.

 

[sambaEah]

Chu, could you please provide some examples of the best casinos dreaming up excuses not to pay?

I must have missed them.

Not quite a casino but Interwetten denied me a £6k payout about 12 months ago because they thought a 2-2 game was rigged despite all other bookmakers paying out and Betfair also paying me back on the same result.

There was never any evidence of foul play confirmed either with the result.

 

[CasinoTom]

Hi All,

I have passed this query onto our Head of Casino who will be in touch to discuss this.

Many thanks,

Tom

 

[jackieonweb]

One thing that hasn't been considered.
If the terms were as confusing as everyone says, the OP should have obtained clarification.

They seemed perfectly clear to me so there was no need for clarification.

There is two headings/bonuses with a seperatly indented set of terms for each bonus, there is no spacing before the 10% thing to indicate it relates to anything other than the 100% bonus. The "20 & 25 times" terms were bolded, but clearly only relate to their own specific bonuses, so I am unsure why you think the bolding makes any difference either.

As far as I am concerned, this is rogue behaviour. InterCasino have a clear set of terms and are trying to sneak their way out of paying a winner as I got a nice hit on a slot and won a decent amount.

 

[Mousey]

Either I am being unlucky with casinos lately, or online casinos are becoming more deceptive.

InterCasino sent me an email last week with a choice of 2 bonuses;

I done the 115% slot bonus.

They are not paying me any of my winnings as they are saying the max bet rule of 10% (which is clearly underneath the £150 100% bonus) applies to BOTH bonuses.
As you can see, the terms for both bonuses are clearly separate, and the £150 bonus is even starred to keep it separate. Trying to apply a specific term to a completely separate bonus is nothing short of deception.

They have another rule in their general terms which says the max bet is 25%, which I did not breach.

What are your thoughts? I know I have a biased view, so I would like peoples opinion.

I'm a secretary... If I had written this document, there would be hell to pay.

IF the casino means for the 10% to apply to BOTH bonuses they should have placed that in the UPPER section of this T&C along with those general terms BEFORE they broke down the terms specific to each bonus by placing each bonus separately. OR made another section for the 10% term (since they think it so important) stating All Bonuses.

Also for clarity, the example, which only refers to card games, should also include references to slots. IF the 10% rule (which is rather silly, JMHO, but the casino's prerogative) includes slots bonuses.

Terms and conditions should be clear and concise, and essential terms (such as that 10% thing) shouldn't just be tacked on any ol' place as an afterthought.

To be honest, due to the way this T&C is written. I truly thought the last rule applied to the last bonus mentioned.

 

[The Dude]

...

As far as I am concerned, this is rogue behaviour. InterCasino have a clear set of terms and are trying to sneak their way out of paying a winner as I got a nice hit on a slot and won a decent amount.

Since this is a issue in progress, please keep the insinuations and assumptions to yourself. Thank you.

 

[steffigraff77]

One thing that hasn't been considered.

The terms do not explicitly state they apply only to one bonus, neither do they say they do not apply to the slots bonus.

If the terms were as confusing as everyone says, the OP should have obtained clarification.

Why should the OP seek clarification? The terms were clear and as far as i read it , the 10% rule does not apply to the slots bonus- otherwise they clearly would have included it.

The interesting point is do they always forfeit winnings if you go over 10% or only if the win is big? No idea but i wonder whether they are consistent in applying this rule? Maybe someone else who has successfully cashed out whilst going over 10% can confirm?

 

[furbert]

One thing that hasn't been considered.

The terms do not explicitly state they apply only to one bonus, neither do they say they do not apply to the slots bonus.

If the terms were as confusing as everyone says, the OP should have obtained clarification.

Its clear from looking at the email that the general terms which apply to both bonuses are presented first, with the terms specific to each bonus broken down per bonus in the second part of the email.

The terms arent confusing in the slightest. What is confusing is how anyone at Inter can look at them and draw a differnent conclusion. Unless the internal terms dont reflect what was sent to players.

Intercasino have always treated me reasonably and Im sure once this is pointed out to them they will resolve it properly and future emails will be clearer.

 

[LaHutti]

Its clear from looking at the email that the general terms which apply to both bonuses are presented first, with the terms specific to each bonus broken down per bonus in the second part of the email.

The terms arent confusing in the slightest. What is confusing is how anyone at Inter can look at them and draw a differnent conclusion. Unless the internal terms dont reflect what was sent to players.

Intercasino have always treated me reasonably and Im sure once this is pointed out to them they will resolve it properly and future emails will be clearer.

Would've thanked you for this one....and Mousey as well, but am without button ...lol
Anyway, I'm absolutely sure they'll end up doing the only right thing. They're usually good people over there

 

[The Dude]

Just a quick question for the OP (jackieonweb) - is anyone else using your computer?

Just wonderin'

 

[jackieonweb]

My husband at home, but loads of people at work use the public computer, why?

 

[The Dude]

My husband at home, but loads of people at work use the public computer, why?

Where do you work? You can PM me your answer

 

[The Dude]

My husband at home, but loads of people at work use the public computer, why?

Your husband wouldn't happen to be tonyg?
https://www.casinomeister.com/forums/members/

 

[rainmaker]

OP is 52 according to profile, TonyG is 29....maybe a son

 

[jackieonweb]

That member hasn't been around for two years, I have no idea if he used the public PC at my work, or any other of the many PC's I have used around the world..

What has it got to do with this thread - InterCasinos 10% 'confusing' rules...?

 

[The Dude]

That member hasn't been around for two years, I have no idea if he used the public PC at my work, or any other of the many PC's I have used around the world..

What has it got to do with this thread - InterCasinos 10% 'confusing' rules...?

So you are trying to tell me you play at Intercasino at home, and you play at Intercasino at work on a shared computer? C'mon - who do you think you're dealing with?

You and Tonyg share the same computer. Two actually. So he must be hanging out with you at home AND at work.

 

[rainmaker]

So you are trying to tell me you play at Intercasino at home, and you play at Intercasino at work on a shared computer? C'mon - who do you think you're dealing with?

You and Tonyg share the same computer. Two actually. So he must be hanging out with you at home AND at work.

Also, a bit funny that Tony was "last active" 11th August 2009...and OP joins the forum two days later

 

[The Dude]

Also, a bit funny that Tony was "last active" 11th August 2009...and OP joins the forum two days later

Yeah. And here is another connected account. Tonyg and ggray were using the same computer to access the forum:
https://www.casinomeister.com/forums/members/

It doesn't take much to start piecing things together...

 

[jackieonweb]

I have only logged into InterCasino at home, I can assure you of that, as that is where the software is installed!

There is no way this tonyg82 character has used my personal laptop at home.

 

[The Dude]

How many computers have you got set up at home? I have four - two PCs, a MAC, and a laptop. I can do some real multi-tasking - how do you do it?

 

[jackieonweb]

By the looks of it you have linked up a load of accounts that have used to same PC/IP address, doing this you could probably link the whole world together somehow, as many people share an IP address at work/by provider and many people use public computers.

You are one of the biggest forums in the world.