Casino Complaint Intercasino software glitch.

[wazza_ja]

I joined Intercasino on August 3rd (last Monday) with the aim to play European roulette.
I deposited $200 with the aim to bet small amounts (like $5). I had a couple of sessions on the Monday 3rd and Tuesday 4th and ended up $65 ahead.
On Wednesday 5th I went to the site, checked that the table was clear of chips and selected the $5 chips as usual.
I placed my first bet of the day ($5) on red, and spun up No.28 black. I was then astonished to see that my account had been debited $100 - not $5. I clicked "clear bets" again, and selected a $1 chip. I placed it on black and discovered that the chip was in fact a $100 chip and that this was the case no matter what chip was selected. It always put a $100 chip on any of the outside places.
I did not spin again, but immediately contacted the intercasino customer service desk, informing them of the problem.
A representative (Carole) informed me by email that there was no problem with the software, and that the loss was my fault and my $100 will not be refunded.
Of course I then withdrew my remaining funds and searched out this forum to post a comment.
I must warn anyone reading this to avoid playing European roulette (and who knows what other games) at Intercasino. They have a big problem, and either don't know about it, or won't admit it. Anyway, they have my money - not a lot, but I am $36 behind instead of $65 ahead and it looks like I'm not getting my $100 back. I guess that is classed as robbery.
It's essential that anyone reading this be aware that the problem could happen at any time, and the best course of action is to not play any more games at Intercasino, and withdraw all of your account balance immediately. I did and I wont be back there.
There are plenty of other casinos that work just fine. I play at three others, none of which uses the same software as Intercasino.
If it happened once, it could happen again. Don't say I didn't warn you.

wazza_ja

 

[Pinababy69]

Hey Wazza...if it happened exactly as you say, it "sounds" like a pretty serious glitch. Is there any chance you took screenshots of either of the times it happened? That would be a great start.

In any event, you should PM Ryan Hartley, the casino manager, and rep for Intercasino on this forum. Here's the link to his profile....make sure you click on send a Private message, rather than a Public one. Hope he is able to help you. You should also give him a heads up that you started this thread, so he has the opportunity to reply.

https://www.casinomeister.com/forums/members/

EDIT: Wazza, I actually just clicked on Ryan's profile myself and see that you have posted a Public Message, which is visible to all....including your account number. Could we get a mod to modify that maybe? Again Wazza, it's better if you send him a Private message with all the relevant info. Plus he will get an email notification of the PM. Hope that helps.

 

[wazza_ja]

Thanks for your suggestions Pinanbaby69. Unfortunately I did not take a screenshot, although thinking about it, I'm not sure it would reveal anything. Having a chip selection highlighted, and a $100 bet showing on red would not prove anything. It's the sort of problem that only becomes obvious when you try it on a working roulette table.
So unless someone else complains about the same thing, I guess I'm screwed.

I'll do as you suggested and post a private message to Ryan. As you know I'm new to this forum (because of this problem) and I'm trying to navigate around it. I must say I've seen friendlier forum software than this.
As for my account number, I don't think anyone would benefit from it (even if they guessed my password), because I have withdrawn my balance (and I wont be back).

 

[miranda_x]

it could have got something to do with the roulette tournament their having this week. let me try something out. if it really is a software glitch it probably isn't their fault.

 

[miranda_x]

well, i entered the tournament and i could place 5 $ bets , 1 $ bets and 25$ bets with no problem

 

[Scooter7]

Is it possible that you played at their $100 minimum table?
Regardless of your chip, with each outside bet having a $100 minimum, your first click will put $100 down and a message appears explaining what happened.Link Removed

Link Removed ( Old/Invalid)

This is the help link from the game and in the Betting section under 'How to Play' (right near the top). It says,


Betting

After selecting a chip from the interface, simply click on the bet location to place a wager. The bet area on the table will show a highlight indicating where the chip(s) will be placed. Hovering over a bet position will produce a tooltip indicating the name of the bet, the odds it pays, and the amount of the current wager (if any) on that spot. For outside bets, if the chip you selected is less than the table minimum, the first click will place the table minimum amount for you.

 

[wazza_ja]

Thanks Scooter 7,
I guess it's possible the I went to the $100 minimum table. I wasn't aware that these minimum options existed. Wouldn't it be nice if the chip sizes showed the true amount you are betting (no chip under $100). How hard would that have been to incorporate in the programme - and why couldn't the help desk think of that and suggest that's what may have happened (as you have done)?

Even if this is what happened, and it looks like it may have been, I won't go back to Intercasino. I am not happy with the slow response to display the profit/loss after a spin, and the jerkyness of the cursor is annoying.

wazza_ja

 

[Scooter7]

Thanks Scooter 7,
Wouldn't it be nice if the chip sizes showed the true amount you are betting (no chip under $100). How hard would that have been to incorporate in the programme - and why couldn't the help desk think of that and suggest that's what may have happened (as you have done)?

wazza_ja

Your question/comment about chip sizes should be logical, but as a former roulette dealer, I'll take a moment to explain why logic isn't relevant

On a 100 minimum table each outside bet must be at least 100.
On a 100 minimum table the sum of your inside bets must be at least 100. This means that you can use any denomination of chip, but the bets aren't accepted unless they fit the inside/outside parameters noted above. Inter didn't quite go as far as the full-on procedures for roulette (for Single Player) in that they still allow a 1.00 chip on a 100.00 minimum (in bricks and mortar, you wouldn't be able to use chips under 5.00), but the Multi-Player is totally accurate. On that game, you pick you chip value (and favorite color) and every single chip you place is the same denomination-no changing during a spin. The MP game is totally realistic (and does still include the 'first-click-places-min-bet' feature).

I wouldn't expect a call center to have any former roulette dealers hanging around who would know this instantly. If I was Ryan Hartley, I might drop you a note with a no-deposit bonus to get you to have another go (hint, hint ), but I wouldn't do it for any reason other than the fact that the call center didn't do the best job. The game, the rules, and the usability of their roulette are top-notch. If I was arbitrating this issue as a dispute I would have to hold the player responsible for watching their monitor and clicking spin only when they have checked the bets carefully.

 

[Scooter7]

Thanks Scooter 7,
I guess it's possible the I went to the $100 minimum table. I wasn't aware that these minimum options existed.
wazza_ja

Their new table games have various min/max combinations (like a brick and mortar casino). Most of their Blackjack games pay higher cashback percentages on the 25.00 (and higher) minimums. On Roulette, only the higher minimum games have the 'zero rule' that gives you 1/2 your even money outside bets back when the winning number is zero. I see the logic in their plan. If you're a high roller, you get a little better math on roulette or better comps on BJ and so on. Even though it seemed to have caused you some trouble, overall it's very player-friendly. They're making games for all bankrolls, but if you happen to be a big shooter, they've made an effort to give you a little better deal.

One example related to BJ is that the regular AC BJ is a 2.00 minimum, but if you happen to be a 5.00 bettor, you can play their Vegas BJ. The regular game is 0.49% edge and the Vegas game is around 0.40%. Go to Las Vegas and compare rules for double-deck BJ; if you want to play for 5.00 a hand, the rules are crap, but if you're in the VIP pit at 25.00 or 100.00 per hand, they give you good DD rules.

 

[bb28]

Thanks Scooter 7,
I guess it's possible the I went to the $100 minimum table. I wasn't aware that these minimum options existed. Wouldn't it be nice if the chip sizes showed the true amount you are betting (no chip under $100). How hard would that have been to incorporate in the programme - and why couldn't the help desk think of that and suggest that's what may have happened (as you have done)?

Even if this is what happened, and it looks like it may have been, I won't go back to Intercasino. I am not happy with the slow response to display the profit/loss after a spin, and the jerkyness of the cursor is annoying.

wazza_ja

for admitting that it's possible that you might have made the mistake. It's to admit that we might have been the one who screwed up isn't it, but heck we've all been there. I for one hope the casino gives you a comp/freebie, if you choose to play there again. I once made a huge bet playing slots by mistake, I knew it was my fault but the way the casino cs dealt with me turned me off so much that I uninstalled and never went back. It was my screw up and I admitted it but they were rude in the way they dealt with me.

 

[wazza_ja]

Thanks to all above for their explanations and information. I'm learning - learning to be very careful.

wazza_ja

 

[wazza_ja]

Today (Saturday August 8th), I received an email from Intercasino to inform me that they had reviewed my betting habits and concluded that I don't normally place $100 bets, and that they had decided to credit my account $100 (the size of my bet).
I replied and admitted that I had very likely gone to the $100 minimum bet table by mistake. I did suggest however that it would be a good idea if the table minimum be displayed in large type at the top of the screen.
These table limit options don't happen in the three other casinos I play at, so they took me by surprise, and it was a big and unexpected surprise.

So I can't complain at all about Intercasino. They have been more than generous and I take back my comments about not betting there.

wazza_ja

 

[KasinoKing]

Today (Saturday August 8th), I received an email from Intercasino to inform me that they had reviewed my betting habits and concluded that I don't normally place $100 bets, and that they had decided to credit my account $100 (the size of my bet).

What can you say - that just goes to show Intercasino is still a class act.
How many other casinos would have refunded your bet?
Not a lot I can tell you.

I really miss the place; they were my favourite casino for many many years, but I don't play there at all now because they stopped doing their very friendly monthly bonuses...

KK

 

[Rusty]

What can you say - that just goes to show Intercasino is still a class act.
How many other casinos would have refunded your bet?
Not a lot I can tell you.

I really miss the place; they were my favourite casino for many many years, but I don't play there at all now because they stopped doing their very friendly monthly bonuses...

KK

Nothing a s fickle as a gambler eh?
Well done Intercasino.

 

[JHV]

What can you say - that just goes to show Intercasino is still a class act.
How many other casinos would have refunded your bet?
Not a lot I can tell you.

I really miss the place; they were my favourite casino for many many years, but I don't play there at all now because they stopped doing their very friendly monthly bonuses...

KK

Hi KasinoKing,

JHV here. I'm on 2-strikes so I have to be very careful with how I write from here on in.

But, if you felt it appropriate to do so, I would be interested in hearing you justify your above post considering the following:

Incident 1: Player wagers $6,000,000 in turnover over 15,000 or so individual spins, with EVERY spin placed on Max Coin. Server disconnects, software resets coin value to Min, player spins his FIRST SPIN in 15,000 spins or so at a value other than MAX COIN. InterCasino not only refuses to pay winnings, but stalls for days whilst implying that they will pay the winnings once wagering logs are checked for accuracy of player's claims. Then, once player has lost over $100,000 whilst waiting - is told they won't be paid their winnings from that single spin at min.

Incident 2: Player doesn't understand minimum / maximum tables (not having a dig at you, wazza_ja - it's an easy mistake to make) and accidentally places $100 bets instead of $5 bets with apparently no history of wagering $5 bets (at least not mentioned, definitely not $6,000,000 worth of $5 bet wagering). InterCasino refunds his money - which is a nice gesture, but open to obvious player abuse.

----------

And you call InterCasino a class act.

Bryan says everyone is entitled to their opinions and I have to respect that.

Can I bother you for some clarification on how you came to this opinion, however?

 

[JHV]

Nothing a s fickle as a gambler eh?
Well done Intercasino.

Hi Rusty,

JHV here. I'm on 2-strikes so I have to be very careful with how I write from here on in.

But, if you felt it appropriate to do so, I would be interested in hearing you justify your above post considering the following:

Incident 1: Player wagers $6,000,000 in turnover over 15,000 or so individual spins, with EVERY spin placed on Max Coin. Server disconnects, software resets coin value to Min, player spins his FIRST SPIN in 15,000 spins or so at a value other than MAX COIN. InterCasino not only refuses to pay winnings, but stalls for days whilst implying that they will pay the winnings once wagering logs are checked for accuracy of player's claims. Then, once player has lost over $100,000 whilst waiting - is told they won't be paid their winnings from that single spin at min.

Incident 2: Player doesn't understand minimum / maximum tables (not having a dig at you, wazza_ja - it's an easy mistake to make) and accidentally places $100 bets instead of $5 bets with apparently no history of wagering $5 bets (at least not mentioned, definitely not $6,000,000 worth of $5 bet wagering). InterCasino refunds his money - which is a nice gesture, but open to obvious player abuse.

----------

And you say "Well done InterCasino".

Bryan says everyone is entitled to their opinions and I have to respect that.

Can I bother you for some clarification on how you came to this opinion, however?

 

[Rusty]

Hi Rusty,

JHV here. I'm on 2-strikes so I have to be very careful with how I write from here on in.

But, if you felt it appropriate to do so, I would be interested in hearing you justify your above post considering the following:

Incident 1: Player wagers $6,000,000 in turnover over 15,000 or so individual spins, with EVERY spin placed on Max Coin. Server disconnects, software resets coin value to Min, player spins his FIRST SPIN in 15,000 spins or so at a value other than MAX COIN. InterCasino not only refuses to pay winnings, but stalls for days whilst implying that they will pay the winnings once wagering logs are checked for accuracy of player's claims. Then, once player has lost over $100,000 whilst waiting - is told they won't be paid their winnings from that single spin at min.

Incident 2: Player doesn't understand minimum / maximum tables (not having a dig at you, wazza_ja - it's an easy mistake to make) and accidentally places $100 bets instead of $5 bets with apparently no history of wagering $5 bets (at least not mentioned, definitely not $6,000,000 worth of $5 bet wagering). InterCasino refunds his money - which is a nice gesture, but open to obvious player abuse.

----------

And you say "Well done InterCasino".

Bryan says everyone is entitled to their opinions and I have to respect that.

Can I bother you for some clarification on how you came to this opinion, however?

I am not sure what clarification or qualification of my statement is needed.
I think Intercasino did the right thing in this instance.
As I remember I was supportive of your case in the other thread and I think that the wrong decision was made there.
I have commented on Two seperate threads and incidents and treated them as such, keeping my comments relevant to each thread.