Intercasino - how long for cashout?

AC7X

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I received an e-mail on the 28th stating that my payment was being processed and sent back to my card, but still no sign of any payment 8 days later. This is the longest I've had to wait for a cashout at any casino, is this the norm for them or should I get in touch?

Thanks :)
 

vinylweatherman

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I received an e-mail on the 28th stating that my payment was being processed and sent back to my card, but still no sign of any payment 8 days later. This is the longest I've had to wait for a cashout at any casino, is this the norm for them or should I get in touch?

Thanks :)

They are fast, no way should it take this long. The only delay should be the time it takes for the card issuer to post the credit, which should now be one day after receipt under the new "faster payment" regulations. Intercasino should have processed the payment the following working day from the date of withdrawal.

8 days means something has gone wrong somewhere, so you had best contact them right away.
 

AC7X

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They are fast, no way should it take this long. The only delay should be the time it takes for the card issuer to post the credit, which should now be one day after receipt under the new "faster payment" regulations. Intercasino should have processed the payment the following working day from the date of withdrawal.

8 days means something has gone wrong somewhere, so you had best contact them right away.

Thanks.

The e-mail I received was, I believe, from the payment processor.

Dear Alexander XXXXX XXXXXXXXXXXXX

This is to confirm that ECash Direct has received your withdrawal request for Ł190.46. This amount will go back to your card **** **** **** 9919. Your transaction number is XXXXXXX.
 

vinylweatherman

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Thanks.

The e-mail I received was, I believe, from the payment processor.

Dear Alexander XXXXX XXXXXXXXXXXXX

This is to confirm that ECash Direct has received your withdrawal request for Ł190.46. This amount will go back to your card **** **** **** 9919. Your transaction number is XXXXXXX.

Something has gone wrong at this stage. You could ask your bank to check whether they can see anything from their side as to why the payment has not shown up on your statement. You can also ask Intercasino for the date and time the payment was actually processed so that you can give this to your bank.
 

AC7X

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Something has gone wrong at this stage. You could ask your bank to check whether they can see anything from their side as to why the payment has not shown up on your statement. You can also ask Intercasino for the date and time the payment was actually processed so that you can give this to your bank.

Okay - I've e-mailed Intercasino and asked them to look into it. Will get in touch with the bank if they don't get back to me soon. Thanks for the advice :)
 

AC7X

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They e-mailed back within a few hours and told me to wait until Monday before taking it any further as it could still arrive by then. They reassured me that the figures correlated with their figures, and told me I might need to provide a bank statement to prove I never received the funds. I at least feel fairly confident that I'm dealing with a reputable company which is responding to e-mails.

Will keep this thread updated.
 

Nifty29

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They e-mailed back within a few hours and told me to wait until Monday before taking it any further as it could still arrive by then. They reassured me that the figures correlated with their figures, and told me I might need to provide a bank statement to prove I never received the funds. I at least feel fairly confident that I'm dealing with a reputable company which is responding to e-mails.

Will keep this thread updated.

You won't have any issues getting the money if there was a bank error.

Intercasino are as solid as they come.
 

AC7X

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Update: Well, Monday has came and went and still no sign of the cash. I contacted Intercasino again; they apologised and asked me to send copies of my bank statements from the 29th until now. This isn't a problem, except I use internet banking and do not receive paper statements. I went to the bank today to request statements and got (along with a lecture about all of the gambling transactions on my account) paper copies. They don't look very professional though - there is no name, address or account number - but the teller did stamp each one. I'm hoping this will be good enough. Alternatively I guess I could take screengrabs of my internet banking?

I do feel that I have to ask - is it my responsibility to prove that the cash has not arrived by sending bank statements? Surely if I have reported that the money has not been sent they can check their own records without referring to scanned in copies of my bank statement (which shows many other transactions besides those with Intercasino). It could be that I don't want to share this information - what if I'd been signing up to a load of fetish websites or bulk-buying buttplugs?
 

vinylweatherman

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Update: Well, Monday has came and went and still no sign of the cash. I contacted Intercasino again; they apologised and asked me to send copies of my bank statements from the 29th until now. This isn't a problem, except I use internet banking and do not receive paper statements. I went to the bank today to request statements and got (along with a lecture about all of the gambling transactions on my account) paper copies. They don't look very professional though - there is no name, address or account number - but the teller did stamp each one. I'm hoping this will be good enough. Alternatively I guess I could take screengrabs of my internet banking?

I do feel that I have to ask - is it my responsibility to prove that the cash has not arrived by sending bank statements? Surely if I have reported that the money has not been sent they can check their own records without referring to scanned in copies of my bank statement (which shows many other transactions besides those with Intercasino). It could be that I don't want to share this information - what if I'd been signing up to a load of fetish websites or bulk-buying buttplugs?

A "mind your own business" would not have gone amiss. This is all perfectly legal in the UK.

Intercasino could trace things from their end, but it would take time. If you can show it never made it to your end, they may be able to send the payment again without necessarily waiting for their own bank to finish tracing what has happened. Of course, if you end up getting paid twice, you are honour bound to return the duplicated payment to Intercasino.

If you don't get anywhere with this, you can make a formal complaint to your bank, which can then be escalated to the ombudsman. It is possible to troubleshoot this problem without you having to do anything, but the big corporations sometimes need the threat of a big stick to get things moving.

Intercasino will have the equivalent of a receipt of this payment at their end, and this is something that would help your bank find out where the money is. It may have ended up stuck in a holding account because something prevented it from finding the right bank account. Sometimes the bank will spot this and forward the money manually. I had this problem with Neteller and Cahoot a while back, and got a message from the bank that Neteller had used an incorrect sort code which identified the payment as being to a credit card, not my current account. This meant the bank had to catch it and forward it to the correct account.

It is possible that Intercasino have done something similar to your payment. It is worth double checking that you have entered the correct bank details, and confirming this with your bank.
 

Nifty29

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A "mind your own business" would not have gone amiss. This is all perfectly legal in the UK.

Intercasino could trace things from their end, but it would take time. If you can show it never made it to your end, they may be able to send the payment again without necessarily waiting for their own bank to finish tracing what has happened. Of course, if you end up getting paid twice, you are honour bound to return the duplicated payment to Intercasino.

If you don't get anywhere with this, you can make a formal complaint to your bank, which can then be escalated to the ombudsman. It is possible to troubleshoot this problem without you having to do anything, but the big corporations sometimes need the threat of a big stick to get things moving.

Intercasino will have the equivalent of a receipt of this payment at their end, and this is something that would help your bank find out where the money is. It may have ended up stuck in a holding account because something prevented it from finding the right bank account. Sometimes the bank will spot this and forward the money manually. I had this problem with Neteller and Cahoot a while back, and got a message from the bank that Neteller had used an incorrect sort code which identified the payment as being to a credit card, not my current account. This meant the bank had to catch it and forward it to the correct account.

It is possible that Intercasino have done something similar to your payment. It is worth double checking that you have entered the correct bank details, and confirming this with your bank.

Good advice.

Maybe you could offer to wield your "big stick" to help the OP out?

:D
 

vinylweatherman

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Good advice.

Maybe you could offer to wield your "big stick" to help the OP out?

:D

All that is needed is drop the word "ombudsman" in conversation with the bank manager. They will pull out all the stops to ensure their own asses are properly covered beforehand, a process that should locate the missing payment if it is the bank's fault. Unfortunately, the Ombudsman allows the bank 8 weeks to pursue a solution internally before he will accept a complaint.

Since "faster payments" became compulsory, there is now no such animal as the "clearing delay" on transactions, no more of this "wait 3 - 10 days" BS before being able to say it hasn't arrived and needs investigating.

I would expect Intercasino to have sent payment via a UK bank, and once it arrives with the UK bank, it should be with the players own bank and account within a few hours, and show on their statement the next day.
 

AC7X

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Thanks for the input guys.

I sent copies of my statements (fortunately no buttplug purchases on there for those dates) to Ecash direct yesterday evening. I awoke this morning to a timely response stating that they have sent the funds and that they have been successfully processed. They want me to allow a few days for them to start an investigation and contact the parties involved. Again, I feel reassured that both of these companies are in contact and are dealing with the issue pro-actively (or at least seem to be), but I can't help but start to get a bit worried that I'm going to get told by each individual party that it's not their fault, and that I can take a long walk for my 240 quid.
 

AC7X

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A "mind your own business" would not have gone amiss. This is all perfectly legal in the UK.

It wasn't too bad. She was a wee old dear who just seemed genuinely shocked that gambling was the only activity on my account (I only use that card for gambling). It did start to make me a little uncomfortable when she was loudly asking the other tellers if they were also gamblers (this is a small town where I could have easily known the tellers or other people standing waiting).
 

vinylweatherman

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Thanks for the input guys.

I sent copies of my statements (fortunately no buttplug purchases on there for those dates) to Ecash direct yesterday evening. I awoke this morning to a timely response stating that they have sent the funds and that they have been successfully processed. They want me to allow a few days for them to start an investigation and contact the parties involved. Again, I feel reassured that both of these companies are in contact and are dealing with the issue pro-actively (or at least seem to be), but I can't help but start to get a bit worried that I'm going to get told by each individual party that it's not their fault, and that I can take a long walk for my 240 quid.

According to Financial Ombudsman rules, they have 8 weeks to resolve the issue. If week 9 comes along with no real progress, you can take the case to the ombudsman. They will be able to get information out of the companies involved that you can't, and will be able to identify what went wrong, and who's fault it is.

Money doesn't just "disappear". If it did, it makes the whole financial system unworkable because trust in it would evaporate. Some bank somewhere has your money. I am surprised it is even taking this long as there should be a simple electronic audit trail that can be followed to see where the money went, and where it has become stuck. It appears that there is a "wait and see, it might sort itself out" attitude. Funny how when it is the customer who owes a big company money, they don't accept "wait & see, it'll sort itself out" as an excuse, and usually start piling on charges for late payment from day 1.

You should uninstall the casino and tell them that until they can trace and fix the problem, you are unable to trust the integrity of their processing systems, so won't be depositing at any Ecash casino.
 

AC7X

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UPDATE: I'm a total plonker! The cash did turn up!

I don't know how I missed this (well, I do - I have so many gambling debits and credits on this account that it's easy to miss). I guess Ecash also missed it, since it's right there on a statement I sent to them. It shows up as a different name to what I'm looking for, and because the amount was split into my original £50 deposit and the additional £190.46 win the figure that I was looking for isn't there either.

Apologies to everyone who has contributed to this thread with help and advice, sorry for wasting your time!

Also, my apologies to Intercasino for sending you on a wild goose chase. I will contact both Intercasino and Ecashdirect now to update them.

Stupid, stupid, stupid!
 

AC7X

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Moderators can feel free to rename this thread "AC7X is a stupid plonker" if they wish, to avoid any negative press for Intercasino.

(I feel a bit deflated now, my internal evaluation of my own net worth just dropped by £240!)
 

InterCasino

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Moderators can feel free to rename this thread "AC7X is a stupid plonker" if they wish, to avoid any negative press for Intercasino.

(I feel a bit deflated now, my internal evaluation of my own net worth just dropped by £240!)

Hi AC7X,

We're glad you found your money. We can assure you that we take issues like this really seriously and will always do everything in our power to make sure they are resolved.

Happy Holidays!
 

vinylweatherman

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Location
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UPDATE: I'm a total plonker! The cash did turn up!

I don't know how I missed this (well, I do - I have so many gambling debits and credits on this account that it's easy to miss). I guess Ecash also missed it, since it's right there on a statement I sent to them. It shows up as a different name to what I'm looking for, and because the amount was split into my original £50 deposit and the additional £190.46 win the figure that I was looking for isn't there either.

Apologies to everyone who has contributed to this thread with help and advice, sorry for wasting your time!

Also, my apologies to Intercasino for sending you on a wild goose chase. I will contact both Intercasino and Ecashdirect now to update them.

Stupid, stupid, stupid!


Why does the casino have to do this? Making it hard to spot a payment is hardly constructive, this is not the USA!

Players know how much they have withdrawn, so when they are told it has been sent, this is the figure they look for.

A demonstration of how hard this was is that the casino themselves failed to spot that the payment had turned up, and they would be expected to know their systems inside out, and thus know exactly what to look for.

They could have ended up paying the player twice without noticing, and the player would have accepted the duplicate was the only payment that had been made.

Bank statements are supposed to be clear, and merchants should be using their public facing brand name, rather than some obscure internal one, when transacting with customers. Intercasino are not the only ones to do this, many do, and many companies fall victim to chargebacks because the purchaser cannot recognise the descriptor on their statement, and say "I have never bought anything from General Trading Co of Taiwan" to their bank, only for it to turn out that the purchase was actually something they bought from a well known brand name, and so were expecting this brand to show on their statement.

I have noticed that casino transactions often have generic names that bear no relation to the brand on the site. Intercasino, for example, shows up as "ECash" on bank and card statements. It could mean anything, and the very name gives the impression that it is some kind of cash advance, rather than a purchase at a merchant. I have found withdrawals also marked "ECash", and there is nothing to tell whether it came from Intercasino, VIP Casino, or any other brand using Cryptologic software.

Except where there is a need to disguise the transaction, casino should ensure that the descriptor used makes it clear to the customer where they made that transaction, or from where they made the withdrawal. It would make it much harder to make mistakes when checking statements, and thus fewer mistaken claims of something going wrong.

It also illustrates why casinos ask to see the statement in such situations, except that in this case the casino people made the same mistake as the OP in failing to spot that the withdrawal had been properly credited.
 

AC7X

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I have noticed that casino transactions often have generic names that bear no relation to the brand on the site. Intercasino, for example, shows up as "ECash" on bank and card statements. It could mean anything, and the very name gives the impression that it is some kind of cash advance, rather than a purchase at a merchant. I have found withdrawals also marked "ECash", and there is nothing to tell whether it came from Intercasino, VIP Casino, or any other brand using Cryptologic software.

In my case the payment turned up as "GAMING PORTALS LTD". I've assumed that this is Intercasino since it matches the date and amount, but it was easy for me to miss the first few times I looked over my statement.
 

vinylweatherman

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In my case the payment turned up as "GAMING PORTALS LTD". I've assumed that this is Intercasino since it matches the date and amount, but it was easy for me to miss the first few times I looked over my statement.


That's odd. I have never seen an Intercasino transaction shown as anything other than "ECash", which makes them easy to spot. Gaming Portals Ltd could be confusing if you play multiplayer online games like World of Warcraft, as "gaming" tends to refer to this kind of activity, whereas casinos are "Gambling".
 

Nifty29

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That's odd. I have never seen an Intercasino transaction shown as anything other than "ECash", which makes them easy to spot. Gaming Portals Ltd could be confusing if you play multiplayer online games like World of Warcraft, as "gaming" tends to refer to this kind of activity, whereas casinos are "Gambling".

Just FYI.

Intercasino have been using this identifier for quite a while.

It shows up as this in Neteller and Skrill also.

I never look for the descriptor when locating transactions....only the amounts. If you know how much you should be receiving in your account, you should be golden.
 

vinylweatherman

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Just FYI.

Intercasino have been using this identifier for quite a while.

It shows up as this in Neteller and Skrill also.

I never look for the descriptor when locating transactions....only the amounts. If you know how much you should be receiving in your account, you should be golden.

This was the other problem. The player was looking for the exact amount they withdrew, not looking at the descriptors. It wasn't there because it was split, and paid as two separate transactions, neither of which were the amount the player was looking for.

My withdrawals from Intercasino, deposits too, have never used this new descriptor, it has always been a variant of ECash.

It has been quite a while though, as the Crypto brands lost the plot a while back, and along with this, they have much lower RTPs than RTG on the worst setting of 91.5%, yet the WR of casinos that have higher RTP settings, which is offering the worst of both worlds.

In the past, the low RTP was tempered by WRs of around 18x against the 30x or more seen elsewhere.
 

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