Intercasino says my bonus has expired

[starislost]

I made an account with Intercasino. deposited 300 for a 300 bonus and made it to 4000 and did about 80% of the requirements. Then I had a problem logging in, which took about a week for them to resolve and once I logged in, my balance was 0 and they said the bonus had expired and won't give it back to me. Is there anything I can do about it?

 

[lord flashheart]

As you were in profit from your initial deposit, I find it strange that your account has been completely wiped out. They should have removed all winnings generated from the bonus and left your deposit in your account.

Have you contacted them directly to ask why they have removed your deposit as well? While I'm personally not accusing you of anything, the casino may have other reasons for zeroing your account and have failed to inform you.

If their website was unavailable to you everyday during the final period of your allotted wagering time, you may well have a decent case to put forward as a PAB.

I don't know if the casino has an active rep on here for you to contact, but I'm sure someone else will state this in due course!

 

[Harry_BKK]

They are CM accredited and do have a rep, albeit not a very active one. Last login was beginning of August.

I would still send him a PM as they get an email notification that they have a new message in their Inbox: Outdated URL (Invalid)

If you could not log in due to tech problems than the casino should have extended your period for the wagering. Any decent casino does that. Hence, i agree, if the rep does not respond in a timely or satisfactory manner then go ahead with a PAB.

 

[InterCasino Rep]

Hello everyone,

We would like to take this opportunity to clarify a few points.

We would like to mention that after making the deposit and claiming the bonus, starislost played and finished the cash funds that he deposited (so the deposit was not forfeited). After this, he continued playing with the bonus funds.

Only after the bonus funds and the resulting winnings had expired, he contacted our support team and a reply was sent out to him within minutes. There was no contact regarding any issue with logging in or otherwise while the bonus was still active on the account.

Therefore, even though we understand that starislost may not be satisfied with the result, the bonus funds were forfeited 7 days after being claimed, as per the Terms and Conditions of that promotion.

We hope this clarifies the situation.

Regards,
InterCasino Rep

 

[maxd]

@ starislost : if you wish to pursue this I strongly recommend you file a PAB with us.

The intro to our service is here: Casinomeister's "Alternate Dispute Resolution" Service.

Info, guidelines and required reading for the PAB service is here: https://www.casinomeister.com/forums/help/pab-rules/.

Finally you submit a PAB here: Link Outdated / Removed.

If you have any questions or concerns please feel free to contact me Link Outdated / Removed or email (max.drayman AT casinomeister DOT com).

 

[vinylweatherman]

Hello everyone,

We would like to take this opportunity to clarify a few points.

We would like to mention that after making the deposit and claiming the bonus, starislost played and finished the cash funds that he deposited (so the deposit was not forfeited). After this, he continued playing with the bonus funds.

Only after the bonus funds and the resulting winnings had expired, he contacted our support team and a reply was sent out to him within minutes. There was no contact regarding any issue with logging in or otherwise while the bonus was still active on the account.

Therefore, even though we understand that starislost may not be satisfied with the result, the bonus funds were forfeited 7 days after being claimed, as per the Terms and Conditions of that promotion.

We hope this clarifies the situation.

Regards,
InterCasino Rep

7 days is too short, it barely gives time to investigate a problem, let alone have it dealt with by support. The problem could be anything, and there is often a fair bit of "buck passing" when players try to get such things looked into. Often, just waiting for it to resolve itself is a better option. If a player can't access the site, they probably can't access the information they need to contact support, and in some cases, contacting support requires access to the account (live chat for example).

Intercasino bonuses used to last a month, so if it wasn't broke, why try to fix it when changing platform?

 

[redsfan]

7 days is too short, it barely gives time to investigate a problem, let alone have it dealt with by support. The problem could be anything, and there is often a fair bit of "buck passing" when players try to get such things looked into. Often, just waiting for it to resolve itself is a better option. If a player can't access the site, they probably can't access the information they need to contact support, and in some cases, contacting support requires access to the account (live chat for example).

Intercasino bonuses used to last a month, so if it wasn't broke, why try to fix it when changing platform?

While not saying some of what yopu say isnt correct, dont try and tell me you need acces to your account to send an email.

 

[vinylweatherman]

While not saying some of what yopu say isnt correct, dont try and tell me you need acces to your account to send an email.

Actually, in some cases you do. Some companies now won't accept regular emails, but insist on the use of a webform that is accessed when logged into your account. I don't know whether Intercasino has adopted this system, but I have recently discovered that 32Red have when I tried to email them. Instead of finding their email address via their "contact us" page, I was directed to a webform instead. Part of the reason for such changes is the out of control spam deluge, and by using a webform it makes it impossible for bots to scrape the email address from the website and use it for spam. It's usually possible to continue via email once CS have replied to the webform contact, but not always.

You may also need access to your account to access the CS contact details, as they may be hidden behind the login rather than available on the main website. I have also encountered this issue, but with Neteller, where I must be logged in to be able to view contact details specific to my own country, whereas I can only see the main international switchboard number for Canada when viewing the Neteller website without being logged in.

In any case, many people will first try to sort out the problem themselves, especially if it looks like it's their equipment at fault, as would be the case if you couldn't get into a website, but it seems no one else was having problems. This self help can end up leaving people no time left to get proper help in time critical situations like this one.

If CS would prefer MORE work, then we should be urging Intercasino players to contact CS as the FIRST option, regardless of whether or not they feel the problem lies with their end, not the casino servers. This would at the very least provide evidence that the issue was raised before any critical time boundary was passed. The player could then still carry on investigating their equipment whilst waiting for a reply.