Intercasino - What a joke

[chuchu59]

What coincidence JS. Two weeks ago, Club Dice gave me $5 free (I havent deposited there in 3 years) and after some reckless bets managed to push it up to $130 and I initiated a withdrawal. To prevent myself from reversing the withdrawal which pends for 4 business days, I uninstalled the casino. Now guess what. For the next 96 hours, they kept spamming me with offers up to giving you 60% extra on a cancelled withdrawal. The final mail went to great lengths explaining why I should reverse the withdrawal and why it is better than to deposit afresh. I resisted all temptation and was laughing to myself. After all, its only $130 but they tried every trick in the book but they did pay right after the pending period. Geewhiz!

JS, you should try Prism Live Chat for an unforgettable experience. They treat you like sh*t and only stop short of swearing at you.

 

[andyhinckley]

Intercasino>>> fast payment by cheque????

True neteller is quicker but i wanted the cheque to put in my bank account


I initiated a withdrawal on 17th august by cheque... after 30 days i had not recieved it, E-cash support said that they would cancel the cheque then put the funds back into my account, and still waiting for that to happen and no doubt i will have to pay the $1 "withdrawall" fee?

To me that is not good enough.


I had a cheque from littlewoods before within a week

Maybe for me no more inter... even though i only play there now and again

 

[ace4suited]

i actually have had positive experiences with intercasino support

I have been hearing a few loud voices rant about intercasino not offering good customer support but I have only had good customer service from them.

I have a problem understanding some of their terms and also misunderstood the withdrawals policy. Anyway i called them up and i dont think i got through directly but someone called me back in 5 min and I got the issue resolved very satisfactorally.

I think people do have unrealistic expectations of what a casino should do and this is just another example. Often issues are not to clear cut. Say someone accuses the software of being faulty. Now there are two approaches to this a) to say we have good software and it is not faulty or b) to look into it. If it is being looked into then this takes a while. This happened and they found in a case above that nothing was wrong. Does this make the casino bad. Not one bit. If a casino dropped everything to give even the most weak of complaints full coverage then how could they ever make money? The crazies out their would clog them up for $$$$$$ in customer support time.


It is hard to predict the expected volumne of issues that support would need to deal with. This month Intercasino have changed their bonus policy and this is clearly going to give them more work than normal. If we were getting dozens of complaints in one month i might get worried but this is really just one or two people getting slow service on individual occasions. Whats more they all get answers even if it took longer than was ideal.

If an issue is complex (requires checking game logs etc) then i think a wait of 2 weeks is quite acceptable. Ideally we want quick resolution but we also want considered resolution and where something is not a case of "oops we messed up" then a short wait for an outcome does not seem unreasonable. If getting the $$ sooner is so important to people then should they really be wagering with it to begin with.

I dont like people slagging off a casino for providing good customer service even if in a few peoples cases it has not been as quick is they would like when there are so many out there that lie, cheat, steal, never reply to e-mails. It just seems rather unfair. If someone wants to withdraw their money from intercasino - thats fine but they probably wont get much better customer service elsewhere.

 

[henryVIII]

Jane, I thought you were getting this sorted and now Im reading more and more hold-ups.

Waiting since the 17th August for a cheque?

These little things can snowball into big things. Lets get some overtime being paid and some new staff in there.

 

[happygobrokey]

steed, thanks for the thank, but i hope you'll agree your dramatization was somewhat sarcastic and farfetched. most people will not be asking live chat about a w/d pending 7 weeks. hopefully you're in touch with a real contact with whom you're negotiating after 7 weeks. live chat helps in alleviating login issues, deposit issues, bonus terms, etc. cashing out and any dragging of the feet resultant should be dealt with personally through email with someone who is real and not 'roxanne' or 'henry' from live cs.

ace4, the suggestions wrt play checking and identity verification etc are good, but timely response assists in sating the player's nerves. waiting ~5 days to find out you're being investigated for fraud (usually not stated outright but with noncommital language like 'various identifiers' or 'casino policy') is not cool. the open dialogue, where both parties are in touch regularly is most important. poor response times make the player edgy and degrade further communcation because of emotional overtones.

don't keep the players in the dark and don't cut costs in the cs dept. that's all!

edit: and fwiw, betdirect casino, owned/operated by 32red, on their live chat when i asked about players from canada and deposit options (neteller), was told "32redpoker allows neteller and canadian cards" "likewise 32red casino accepts neteller" "only credit cards on betdirect" even though their cs tolkd me the night before they do take neteller, harumph!

 

[henryVIII]

steed, thanks for the thank, but i hope you'll agree your dramatization was somewhat sarcastic and farfetched. most people will not be asking live chat about a w/d pending 7 weeks. hopefully you're in touch with a real contact with whom you're negotiating after 7 weeks. live chat helps in alleviating login issues, deposit issues, bonus terms, etc. cashing out and any dragging of the feet resultant should be dealt with personally through email with someone who is real and not 'roxanne' or 'henry' from live cs.

ace4, the suggestions wrt play checking and identity verification etc are good, but timely response assists in sating the player's nerves. waiting ~5 days to find out you're being investigated for fraud (usually not stated outright but with noncommital language like 'various identifiers' or 'casino policy') is not cool. the open dialogue, where both parties are in touch regularly is most important. poor response times make the player edgy and degrade further communcation because of emotional overtones.

don't keep the players in the dark and don't cut costs in the cs dept. that's all!

edit: and fwiw, betdirect casino, owned/operated by 32red, on their live chat when i asked about players from canada and deposit options (neteller), was told "32redpoker allows neteller and canadian cards" "likewise 32red casino accepts neteller" "only credit cards on betdirect" even though their cs tolkd me the night before they do take neteller, harumph!

I totally agree.

You should send your cv to Jane. They need people like you.

And fast.

 

[happygobrokey]

haven't the time to take on a full time task of taking on player's issues. they just oughtta get their poop together as should all the high-traffic highly-regarded casinos. thanks for the thanks though.

part of the reason i advocate responding to players is whenever i have job interviews, they promise they'll call back if i have the job or not. so many places have never called at all and it's disheartening. i'd at least like to know you respond and say sorry we can't help you out at this time. it at least gives you the respect and inhibits an overly emotional response.

 

[Flyer187]

Jane, i'm afraid you have just lied to the board.

No credit of any kind was placed in my account.

I have just sent the following PM to Jane Bentley's (Support Mgr's) account on this board -



Jane,

You have stated in the complaints thread that you placed a credit in my account, I can assure you that this did not happen.

No credits of any kind were placed in my account - why do you think I complained in the first place and had my account closed?

I even phoned Intercasino the day I closed my account this week and was told my balance was zero.

I think you need to do some serious investigating because you clearly arent following up these cases!!

 

[henryVIII]

Jane, Jane, Jane ... step away from the mirror in your ridiclously low cut top and HIRE SOME STAFF.

C'mon luv ... customers waiting and all that.

 

[gfkostas]

Jane, Jane, Jane ... step away from the mirror in your ridiculously low cut top and HIRE SOME STAFF.

C'mon luv ... customers waiting and all that.

Well I wouldn't go that far to make personal comments about someone though I understand your frustration.
As for hiring staff the manager doesn't have the liberty to do as she pleases because don't forget that a manager is still someone who can be fired as you are still an employee. The owner is whos got the power.

Now let me bad rep you for getting out of line

 

[Flyer187]

Evening all,

Here's my latest response to Jane (hope the casino management get the message finally):

========================================================

Good Afternoon Jane,

I consider the offer of 75 GBP to be an insult in view of the conduct of Intercasino over the past fortnight.

Not only have Inter blatently lied about me/my account and to my forum colleagues on a noted and respected online forum (stating my account had been credited when it had not and that the issues had been resolved
when they clearly had not), but you seem to be completely overlooking the impact of your poor service on the community I am a part of (a forum which serves over 30,000 members per week).

My thread of complaint has been viewed by the forum community over 1000 times in the last 3 days, and has received over 50 response posts from fellow forum members. How much bad feeling do you think this has generated on the forums in respect of Intercasino, and how many people are now likely to avoid you as a result of the experiences described? (including some of the
replies which outline similar poor service and service delays)

Your reason for not crediting my account previously was completely invalid, as this credit would have/should have been processed around 10 days ago
when my original query was replied to (I only closed my account 3 days ago so stating you couldnt credit my account with this nominal value is completely untrue - you had 7 days prior to my account closure to credit
this - even though you didnt tell me you were going to).

I will be adding the details of your reply on to the thread of complaint on the Meister forum, citing your complete lack of respect and embarrasingly poor
service quality I have received.

I can not honestly fathom how Intercasino feel that a nominal fee of 75 GBP is likely to either make me continue playing with you, or provide a positive
impression of you on the forum - especially as we are dealing with deposits in the thousands over the past few months. Furthermore, you have the gaul to ask me to open a new account to get this money - almost as thought you continue to want me to jump through hoops to appease your ridiculous customer service practices.

You should be looking at a credit of at least 10 times that value for either myself or any future player who experiences the same customer service failures from Intercasino.

I can assure you that I will not be opening a new account with yourselves, I will not be accepting this insulting offer, nor will I be providing any form of
positive experience report back to the Casinomeister forum community.

In closing, I would like to point out that poor customer service puts off other customers, and I would question the service practices of Intercasino in respect of how many other customers at the forum they have put off ever playing with yourselves again as a result of the feedback on my thread.

Regards
=======================================================

Its a case of slapdash customer service I'm afraid, and as you can gather from the above I am not one to be messed around.

The thread title still stands, avoid Intercasino like the plague!!

 

[happygobrokey]

you used the wrong 'gall'. gaul is like the old name of france, and gall is a disgusting fluid also known as bile, to which i believe you were referring.

nice letter though.

 

[gfkostas]

£75 is quite good compensation but if you are a high roller there I understand your frustration. Probably 75£ is only one at Blackjack bet for you.

At any rate I can't justify your bashing of Intercasino because am not aware of the facts as yet. What is exactly the problem upon which we can draw a more serious conclusion and pergaps re-position ourselves as to where we're standing regarding this case.

I sympathize with you but I would like to know more about this case because as it stands now things aren't so much clear.

 

[gfkostas]

By the way have you tried to call them?

 

[henryVIII]

you used the wrong 'gall'. gaul is like the old name of france, and gall is a disgusting fluid also known as bile, to which i believe you were referring.

nice letter though.

Actually, "gall" is a corruption of the word "gaul".

In pre-Victorian times people would say "gaul" meaning "Frenchness" as a sign of derision.

However, the spelling was simplified with those (unlike Flyer) who were unaware of its original historical context.

So, I believe, Flyer is using the term in its original form to highlight his profound disgust and is therefore not only lexically correct but also adds a certain "frission" to his post which is in keeping with his almost Byronesque prose in which he will not allow money to pollute his principles.

There again, seventy five quid is a lot of cash.

 

[tennis_balls]

just look at flyer's past posts. A clear pattern emerges of a guy who gambles until he busts and then looks for a reason to throw a self-righteous hissy-fit.

 

[chuchu59]

Hello Flyer187,

We looked into your complaint about game fairness and made a decision based on our game logs. We also gave you a credit as a gesture of goodwill. Unfortunately this outcome was still not to your satisfaction.

Regards
Jane

Simple question to Jane. Can you explain why the credit never appeared in Flyer187's account. Gross incompetence or were you just lying as the player said.

 

[Flyer187]

I had an original complaint that was not answered, and have followed that up with many phone calls, emails and contact via this forum.

The statement by tennis_balls is completely unhelpful and inaccurate - as well as being unnecessary.

I post to try and raise issues which others in the community may face, I dont do it because I am looking just to stir up problems. I'm hopeful that my poor experience with Intercasino will make others aware of problems they could face.

If you have nothing positive or supportive to say, please say nothing.

 

[Macgyver]

I had an original complaint that was not answered, and have followed that up with many phone calls, emails and contact via this forum.

The statement by tennis_balls is completely unhelpful and inaccurate - as well as being unnecessary.

I post to try and raise issues which others in the community may face, I dont do it because I am looking just to stir up problems. I'm hopeful that my poor experience with Intercasino will make others aware of problems they could face.

If you have nothing positive or supportive to say, please say nothing.

So, unless we support your position, we can't post in this thread?

Sorry, doesn't work that way.

And not being "one to be messed around" smacks of arrogance.

 

[Flyer187]

Macgyver,

tennis_balls has made a statement about me which is untrue - i have to defend myself jeez

I'm happy to be flamed, this is a public board anyways

Its just a bit unnecessary to be honest, especially when I'm trying to let people know of problems they could face themselves

Apologies for any offence caused guys

 

[happygobrokey]

Actually, "gall" is a corruption of the word "gaul".

In pre-Victorian times people would say "gaul" meaning "Frenchness" as a sign of derision.

However, the spelling was simplified with those (unlike Flyer) who were unaware of its original historical context.

So, I believe, Flyer is using the term in its original form to highlight his profound disgust and is therefore not only lexically correct but also adds a certain "frission" to his post which is in keeping with his almost Byronesque prose in which he will not allow money to pollute his principles.

There again, seventy five quid is a lot of cash.

but i must interject, so you are saying "have the gaul" ought be spelled by its archaic spelling, but the term "gall" alone which is nowadays rarely used in favour of bile, should take the current spelling?

i'm picturing gall like aliens or jurassic park, having gross fluid spit in your face, versus gaul a brit looking down on a frenchman's stubbornness. i find the former much more disgusting.

nevertheless, interesting to note that gallic is the adjective pertaining to gaul.

even more interesting and perhaps this was the intention: the german noun Gaul refers to a lame horse or nag.

perhaps ultimately correct was that inter were dragging their feet like a lame French nag that was spitting bilious excuses.

henryVIII let's be friends! i appreciate someone who can use 'lexically' and 'profound' in common dialogue.

 

[gfkostas]

I think we should stop questioning others integrity of vocabulary or etiquette. We know better than that folks and at the end of the day everyone is free to communicate with others in his own personal and unique way as long as he doesn't abuses someone something in the process.

One thing is certain about this thread and that is that Intercasino is getting a bad reputation of incompetence which exposure could have been prevented if they could be more efficient. We wouldn't be here if they weren't bad at some areas and If am not mistaken I see more threads popping up with customer support issues.

I am afraid that Jane Bentley has to accept responsibility for their support problems and be held into account by the owner(assuming that it's within her power to change staff etc.)
She's the maestro of this thing called "Intercasino" and therefore she orchestrates everything. If a note doesn't sound good to the audience, they have to change the musician or the whole song will get ruined and the audience won't come back to the hall.
The letter *U* if taken out of our vocabulary we lose 3000 words. Small thing but huge impact.
Simirarly 2-3 idiots at the customer support department can mess up everything if they are not dealt properly at an early stage.
A ship that gets sinked has none but the captain to blame. The ship doesn't care where the it goes as long as it floats in clean waters free of turbulance.
Intercasino is at fault and evasive to constantly blame circumstances for their problems. It is commonly said that circumstances don't make us, they reveal us. They have revealed them over and over and apologies are cancelled cheques for us.
In all fairness though she/they do the best they know how to do. If that's not good enough they better take the boot.

 

[spearmaster]

A lot of bile being thrown about in here, no matter if it is "gall" or "gaul".

flyer, you are entitled to your opinions, and certainly should be entitled to an answer from Intercasino - but please do not use the forum as a means to pressure the casino into giving you MORE compensation. If you don't want 75 quid, then don't accept it - don't come in here and call that an insult and demand 10x more and make reference to the amount of publicity that this thread is receiving - that is not acceptable.

The forums are here for discussion, and perhaps to make your complaint heard - but that's it.

Jane - have you solved Flyer's problem yet? If not, why not?

 

[henryVIII]

but i must interject, so you are saying "have the gaul" ought be spelled by its archaic spelling, but the term "gall" alone which is nowadays rarely used in favour of bile, should take the current spelling?

i'm picturing gall like aliens or jurassic park, having gross fluid spit in your face, versus gaul a brit looking down on a frenchman's stubbornness. i find the former much more disgusting.

nevertheless, interesting to note that gallic is the adjective pertaining to gaul.

even more interesting and perhaps this was the intention: the german noun Gaul refers to a lame horse or nag.

perhaps ultimately correct was that inter were dragging their feet like a lame French nag that was spitting bilious excuses.

henryVIII let's be friends! i appreciate someone who can use 'lexically' and 'profound' in common dialogue.

Interesting stuff.

I think we really need Flyer to clarify at this point.

Was he inferring that intercasino are stubborn, spit bile, have a CS with all the nimbleness of an old horse or, even, that they are simply a French-based company?

 

[Flyer187]

Spearmaster - quick update,

I've been told in an email that Intercasino don't have any Managers available over the weekend (not exactly the thing I wanted to hear).

Apparently, an Intercasino manager is going to call me on Monday; however, I was told that someone was going to ring me on Thursday morning but that didnt happen so I wont be holding my breath.