- Joined
- Sep 8, 2014
- Location
- Germany
Hello,
First i wanted to say sorry that my report is that long, i just didnt know how to make it shorter and still get all details in it. So i added cliffnotes at the end of the post for ppl that dont want to spend the time reading all this, which i understand.
I signed up at intercasino.com on the 26th of july. Prior to that i read the terms and conditions to make sure intercasino accepts germans etc etc.
Then i deposited 200 euros and got 200 euros bonus and played a slot called batman which is my favourite slot. Around one hour after having signed up I was winning around 7800 euros and tried to withdraw some of my winnings(3000 euros) after having fullfilled the wagering requirements.
I was then asked for an utility bill and a copy of my ID for verificationpurposes, which i sent to them. They got accepted, i thought i ll recieved my withdrawal, but instead got asked for a second verificationprocess instead, this time they asked for a picture of me holding my ID next to my face and a notarized ID including the name, adress and phonenumber of the notar notarizing it. I was kind of annoyed getting asked to verify myself twice but i then went to the notar, got the notarization including his personal infos and paid for the service.
After i sent the documents i was expecting to recieve my withdrawal now quickly after having sent 4 different verificationdocuments but instead as an answer i got another email, this time asking me about my internetconnection. I said im usually trying to use vpn as much as possible, since my friend told me its safer to surf in the internet like that these days, especially if u expect ur connection to be not safe. I never said i actually used vpn that day, since it has been like a month since i won those 7800 euros and i couldnt remember with certainty if i did or not, since sometimes i forget to use it.
So after i replied that, i recieved the following email:
"Dear Tobias,
Account Number: 1312***
Alias: tobi*******
You have severely violated our terms and conditions(link below) by masking your real IP address. Therefore, your account has been terminated.
Please pay special attention to clause 16. UNACCEPTABLE BEHAVIOUR:
Masking IP or location is not allowed. The Licensor reserves the right to close any accounts and void any bets if the account was created through the use of IP or geolocation masking technologies (including but not limited to VPN, Proxy Servers etc).
If the Licensor suspects that you have engaged or attempted to engage in fraudulent, unlawful, dishonest or improper activity while using the Ecash Service or the Games, including without limitation engaging in game manipulation, or the making of any fraudulent payment, or use of a stolen credit or debit card or fraudulent chargeback or money laundering, the Licensor shall be entitled to take such action as the Licensor sees fit, including, but not limited to seizing any funds in your account, reversing any payments made to you, seeking any civil or criminal remedies available to the Licensor and to share the information with authorities and with payment processing partners subject to the provisions of the Data Protection Act.
You shall indemnify and shall be liable to pay the Licensor all costs, charges and losses sustained or incurred by the Licensor or other end-users of the Ecash service or the Games (including direct, indirect or consequential losses, loss of profit and loss of reputation, and payment for the time of any fraud investigation) arising directly or indirectly from your fraud, dishonesty or criminal act.
If you would still like to file a complaint with our regulators - LGA (Lotteries and Gaming Authority) please find below respective contact details:
LGA (Lotteries and Gaming Authority): Link Removed ( Old/Invalid)
Link Removed (Old/Invalid)
Email: info@lga.org.mt
Regards,
Leo
Anti-Fraud & Risk Department"
1. In my opinion it is unfair denying a customer his winnings for using a vpn which most people do these days because of safety reasons like i explained before, especially after this user provided 4 different documents verfying his identity. I understand the fact that casinos have to proctect themselfs against fraud, but i sent them every possible verificationdocument a casino could ask for. I wouldnt mind them calling me or come say hello at my home if that helps the case.
2. Like i said, i read the terms and conditions before signing up on the 26th of july and the clause 16 that intercasino relys on didnt even exist back then. I remember exactly the terms and conditions stopped after clause 14.4 and there were no more clauses after this one.
So i read the article in this forum on how to post a complaint and it said that a player should always contact the forummember representing the casino in here first. So i sent a message to the intercasino representative of casinomeister telling him my problem hoping this was just a misunderstanding and they didnt realize they changed the T&C's after me winning the money. I wrote a big report of what happened including all details, but his answer was simply that i broke the term 16 stating no vpn allowed and thats it pretty much. Like he wouldnt even talk about the fact that i explained him im sure this term didnt exist when i signed up, just ignored most of what i said which made me feel quite bad.
So i realized i needed to find proof that the terms were different before and so i got advised in another forum to use the website called waybackmachine.org, which permits you to see what websites looked like in the past. So i took a look at intercasino terms and conditions and there it was, the site had memorized the intercasino terms and conditions. The closest ones the 26th of july when i signed up were the 12th of july and the 26th of june, both show that the terms and conditions were different and the clause 16 didnt exist.
Here is a screenshot of what the terms and conditions look like after the change has been made and what it looks like today:
And here is a screenshot of what the terms and conditions looked like on the 26th and 12th of july:
26th june:
12th july:
So like i said all in the beginning, the terms and conditions stopped after 14.4 and the term 16 didnt even exist and i was glad having found a way to show that the terms and conditions were different before.
I decided to send the intercasino representative a message asking when exactly they added the clause 16 to their terms and conditions. Here is a screenshot of my message and his answer:
"The terms and conditions relating to that section have not changed since the last 6 years. "
So now i sent him the screenshot of july and said i have a screenshot of july proving that what you said isnt true, the clause didnt even exist back then, so why do you say the section hasnt changed in 6 years?
He ignored the screenshot and everything i said and just answered i can go complain at the LGA if i want.
I then called intercasino. They gave me the email of the head support manager. I explained my issue and again asked for the date that the term 16 has been added to the terms and conditons, the answer was that the last amendment to the terms and conditions has been made in june 2012, which is not true as u can see in screenshots above. Here is the screenshot of the email of the head support manager:
I feel shocked the way i am being treated by intercasino, especially since they have an accredited status on casinomeister. I always talked in a polite and respectful way with the representatives trying to get them to admit it was a mistake or whatever, but i just get ignored and no real answers to my important questions. I really would appreciate casinomeister helping me with this case.
Cliffnotes:
1. Read terms and conditions, deposited 200 euros at intercasino, got 200 bonus, won around 7800 euros on 26th of july
2. Got asked for ID+utility bill, i sent them, got asked for picture holding ID+notarized ID, i sent them.
3. After having recieved 4 verification documents from me they ask what connection i use, i say i try to use vpn as much as i can for safety reasons, they email back i violated term 16 that says no vpn allowed.
4. Term 16 didnt exist when i signed up, which i told them since the beginning because i remembered reading before signing up, i got ignored.
5. I ask cm intercasino rep what date they added clause 16 exactly, he answers this clause hasnt been changed in 6 years. I ask same question to head support manager, the answer is last amendment to the terms and conditions have been made in june 2012.
6. I used waybackmachine.org to show screenshot of july(12th) that shows term 16 didnt exist, proving that intercasinos claim isnt true, again screenshots and what i said gets ignored.
Kind regards,
Tobias
First i wanted to say sorry that my report is that long, i just didnt know how to make it shorter and still get all details in it. So i added cliffnotes at the end of the post for ppl that dont want to spend the time reading all this, which i understand.
I signed up at intercasino.com on the 26th of july. Prior to that i read the terms and conditions to make sure intercasino accepts germans etc etc.
Then i deposited 200 euros and got 200 euros bonus and played a slot called batman which is my favourite slot. Around one hour after having signed up I was winning around 7800 euros and tried to withdraw some of my winnings(3000 euros) after having fullfilled the wagering requirements.
I was then asked for an utility bill and a copy of my ID for verificationpurposes, which i sent to them. They got accepted, i thought i ll recieved my withdrawal, but instead got asked for a second verificationprocess instead, this time they asked for a picture of me holding my ID next to my face and a notarized ID including the name, adress and phonenumber of the notar notarizing it. I was kind of annoyed getting asked to verify myself twice but i then went to the notar, got the notarization including his personal infos and paid for the service.
After i sent the documents i was expecting to recieve my withdrawal now quickly after having sent 4 different verificationdocuments but instead as an answer i got another email, this time asking me about my internetconnection. I said im usually trying to use vpn as much as possible, since my friend told me its safer to surf in the internet like that these days, especially if u expect ur connection to be not safe. I never said i actually used vpn that day, since it has been like a month since i won those 7800 euros and i couldnt remember with certainty if i did or not, since sometimes i forget to use it.
So after i replied that, i recieved the following email:
"Dear Tobias,
Account Number: 1312***
Alias: tobi*******
You have severely violated our terms and conditions(link below) by masking your real IP address. Therefore, your account has been terminated.
You do not have permission to view link
Log in or register now.
Please pay special attention to clause 16. UNACCEPTABLE BEHAVIOUR:
Masking IP or location is not allowed. The Licensor reserves the right to close any accounts and void any bets if the account was created through the use of IP or geolocation masking technologies (including but not limited to VPN, Proxy Servers etc).
If the Licensor suspects that you have engaged or attempted to engage in fraudulent, unlawful, dishonest or improper activity while using the Ecash Service or the Games, including without limitation engaging in game manipulation, or the making of any fraudulent payment, or use of a stolen credit or debit card or fraudulent chargeback or money laundering, the Licensor shall be entitled to take such action as the Licensor sees fit, including, but not limited to seizing any funds in your account, reversing any payments made to you, seeking any civil or criminal remedies available to the Licensor and to share the information with authorities and with payment processing partners subject to the provisions of the Data Protection Act.
You shall indemnify and shall be liable to pay the Licensor all costs, charges and losses sustained or incurred by the Licensor or other end-users of the Ecash service or the Games (including direct, indirect or consequential losses, loss of profit and loss of reputation, and payment for the time of any fraud investigation) arising directly or indirectly from your fraud, dishonesty or criminal act.
If you would still like to file a complaint with our regulators - LGA (Lotteries and Gaming Authority) please find below respective contact details:
LGA (Lotteries and Gaming Authority): Link Removed ( Old/Invalid)
Link Removed (Old/Invalid)
Email: info@lga.org.mt
Regards,
Leo
Anti-Fraud & Risk Department"
1. In my opinion it is unfair denying a customer his winnings for using a vpn which most people do these days because of safety reasons like i explained before, especially after this user provided 4 different documents verfying his identity. I understand the fact that casinos have to proctect themselfs against fraud, but i sent them every possible verificationdocument a casino could ask for. I wouldnt mind them calling me or come say hello at my home if that helps the case.
2. Like i said, i read the terms and conditions before signing up on the 26th of july and the clause 16 that intercasino relys on didnt even exist back then. I remember exactly the terms and conditions stopped after clause 14.4 and there were no more clauses after this one.
So i read the article in this forum on how to post a complaint and it said that a player should always contact the forummember representing the casino in here first. So i sent a message to the intercasino representative of casinomeister telling him my problem hoping this was just a misunderstanding and they didnt realize they changed the T&C's after me winning the money. I wrote a big report of what happened including all details, but his answer was simply that i broke the term 16 stating no vpn allowed and thats it pretty much. Like he wouldnt even talk about the fact that i explained him im sure this term didnt exist when i signed up, just ignored most of what i said which made me feel quite bad.
So i realized i needed to find proof that the terms were different before and so i got advised in another forum to use the website called waybackmachine.org, which permits you to see what websites looked like in the past. So i took a look at intercasino terms and conditions and there it was, the site had memorized the intercasino terms and conditions. The closest ones the 26th of july when i signed up were the 12th of july and the 26th of june, both show that the terms and conditions were different and the clause 16 didnt exist.
Here is a screenshot of what the terms and conditions look like after the change has been made and what it looks like today:
You do not have permission to view link
Log in or register now.
And here is a screenshot of what the terms and conditions looked like on the 26th and 12th of july:
26th june:
You do not have permission to view link
Log in or register now.
12th july:
You do not have permission to view link
Log in or register now.
So like i said all in the beginning, the terms and conditions stopped after 14.4 and the term 16 didnt even exist and i was glad having found a way to show that the terms and conditions were different before.
I decided to send the intercasino representative a message asking when exactly they added the clause 16 to their terms and conditions. Here is a screenshot of my message and his answer:
You do not have permission to view link
Log in or register now.
"The terms and conditions relating to that section have not changed since the last 6 years. "
So now i sent him the screenshot of july and said i have a screenshot of july proving that what you said isnt true, the clause didnt even exist back then, so why do you say the section hasnt changed in 6 years?
He ignored the screenshot and everything i said and just answered i can go complain at the LGA if i want.
I then called intercasino. They gave me the email of the head support manager. I explained my issue and again asked for the date that the term 16 has been added to the terms and conditons, the answer was that the last amendment to the terms and conditions has been made in june 2012, which is not true as u can see in screenshots above. Here is the screenshot of the email of the head support manager:
You do not have permission to view link
Log in or register now.
I feel shocked the way i am being treated by intercasino, especially since they have an accredited status on casinomeister. I always talked in a polite and respectful way with the representatives trying to get them to admit it was a mistake or whatever, but i just get ignored and no real answers to my important questions. I really would appreciate casinomeister helping me with this case.
Cliffnotes:
1. Read terms and conditions, deposited 200 euros at intercasino, got 200 bonus, won around 7800 euros on 26th of july
2. Got asked for ID+utility bill, i sent them, got asked for picture holding ID+notarized ID, i sent them.
3. After having recieved 4 verification documents from me they ask what connection i use, i say i try to use vpn as much as i can for safety reasons, they email back i violated term 16 that says no vpn allowed.
4. Term 16 didnt exist when i signed up, which i told them since the beginning because i remembered reading before signing up, i got ignored.
5. I ask cm intercasino rep what date they added clause 16 exactly, he answers this clause hasnt been changed in 6 years. I ask same question to head support manager, the answer is last amendment to the terms and conditions have been made in june 2012.
6. I used waybackmachine.org to show screenshot of july(12th) that shows term 16 didnt exist, proving that intercasinos claim isnt true, again screenshots and what i said gets ignored.
Kind regards,
Tobias
Last edited:
. Since intercasino is quite big they saved the site like once a month fortunatly, i really had no idea how to prove it otherwise, big thanks to those guys making the site available for free.
