Intercasino

[davos11]

Got some mail through the post telling me about there NEW improved site ,

It was a scratch card where i won a 200% bonus plus £5

I went to the site and deposited £20 with the promo code i was given , The deposit went through fine but no bonus given ,

I go on chat and tell them about what happened , They say they need to escalate the claim to the manager and they will be back to me later , I dont wanna wait all day so tell them i will just withdraw the money and go elsewhere ..... . They then change there mind and look into it themselves

I was told the MIN deposit for the bonus was £25 , there is no mention of this on any of the mail i was sent ,Although it did mention when offer expired and that it could not be used with any other offers so of course it could have also mentiond the MIN deposit if they wanted ,Instead it says ( in the small print ) , see site for full terms and conditions .

I didnt check the full terms , So i guess that was my fault , Although i was told in chat there should have been an error message on the deposit when i tried to deposit less than the MIN deposit , If there has been i would have changed it to £25 no problem .

So after this near half an hour interchange i have just had enough and want to withdraw my money and go play somewhere else , And here is the real Kick in the nuts....... , I was told seeing as though i had not engaged in any gambling there would be a 30% processing fee on my withdrawal , 30% . CRAZY !

In the end i just took the hit as i had had enough .

Half an hour wasted , No gaming , NO enjoyment and down £6 plus having to wait a week to get the little bit thats left of my deposit back .

Another victim of the massively over complicated Bonus System , I lost £6 but INtercasino are the real losers here as i play alot and they could have potentialy got alot more than £6 from me over time by just being upfront and honest with need to know information .

thanks

 

[dunover]

I got that piece of crap in the post today and I don't even play there, and like any casino's crap that they feel fit to pollute my doormat with, ripped straight in half and in the bin. (After I tore it I noticed there was gold scratchy-off thingy bit.)

 

[vinylweatherman]

Screwed up marketing really. They should specify ALL the relevant terms, and as a UK licenced and facing casino, this is a LEGAL REQUIREMENT, not just good practice. The marketing would have breached ASA guidelines, and as what you got was not as described in the advertising, you were entitled to your money back in full.

Recent rulings have found that important terms must be highlighted on the advertising, just saying "additional terms apply" isn't good enough. The min deposit is an important term because it is greater than the minimum deposit that it is possible to make through the cashier.

If they claim the problem was due to an error at their end, again they have to refund your money in full, provided you have rejected the service and not played a penny. Unfortunately, by playing you have accepted a £20 deposit with no bonus, but the real losers are Intercasino because they have blown the opportunity to snare you as a long term player. Little, if any, of your £20 will feed through to their bottom line, and they have blown their chance to make money from your future play.

 

[davos11]

If only i had done that haha ,

I love a good rant about incapable casinos but also think its good to praise them if there doing a goodjob to so its not all bad

I asked to be taken off the mailing list , both email and doorstep , Guaranteed im going to receive future mail in both .

I just dont know where they get the figure of 30% from , I mean on loads of sites its completely free so where does there 30% fee come from , What is that expense exactly ?

 

[davos11]

I didn't play VINYL , I just withdrew the intital depsoit back without even loading a game up , I'd rather have them take the £6/30% off me then be manipulated into them having the whole £20 , Plus if its that hard to just deposit i dont wanna be the guy that has to try and withdraw haha ..

When will these places learn , Good customer service and honestly means customers will return . I am very stern about these things , I f i get a hint of bullshit off any of these places i close my account right away .

A tip for any casinos out there or any future casinos , Just be a carbon copy of videoslots.com . You won't go far wrong .

 

[spintee]

I would of just blasted the 20 and hope for a quick hit than withdraw,

With the 30% bit is crap, I take it they say due to banking charges ect but if its not really in terms on the mailer than its breaking rules and should of just gave you your bonus or full refund,

Reality is that its due to money laundering and all that, Well if this is the case than they have just helped you do such things

 

[Jono777]

Sure does suck!

Totally amazed that they didn't 'prolong your agony' by inventing some other rule on the spot, such as some kind of 'below the minimum withdrawal' type rule.

I thought these guys had been around for like ever with a good reputation, obviously not

 

[davos11]

Yeah Spintee , I knew there reasoning would be down to both money laundering and banking fee's etc but my point is more that very few casinos so this and the vast majority dont , So my questions is Are the majority that dont charge taking the financial liability for these charges themselves or are the few ( like in this case) Using this excuse / reasoning to make a quick profit .

In my opinion there probably are a few very small fees , But 30% worth , No chance

Plus are the fee's a flat rate or a % of the value in question .

Like when banks used to send you a letter to say you've gone overdrawn by £5 and then charge you £30 for the cost of the letter they just sent you .
If you where overdrawn by £100 should that letter then cost you £600 in charges etc....
I'm a lowroller so 30% of £20 isnt anything but what if you had deposited £200 , They are getting £60 for nothing . It doesnt seem right .

 

[vinylweatherman]

The fees are charged to discourage players from using them as a money transfer service. They are not supposed to be charged when it's a case of then not providing the service as described in the same way that if you order something online and send it back because you don't like it, you may not get the postage refunded, but if it's sent back because it's faulty, not as described, etc, then EVERYTHING has to be refunded, including postage and packing.

Had you deposited £20 and didn't play just because you changed your mind, there is nothing to stop them charging a fee. However, if you are asking for your money back due to the service being faulty, or not as described, then it's a situation covered by consumer law, and if this states that you are entitled to a "full refund", the merchant cannot deduct fees, they have to return what you paid.

No one is going to court over £6, but this mailer does not seem to comply with UK advertising standards, and since it has been posted to a UK address, they have no real wriggle room on this as they might have were it an email.

A picture of the offending mailer (minus your personal information of course) would help, and then we could ask the rep to comment.

 

[redsfan]

davos1. I have sent you a PM

 

[rshkrn]

Didn't expect this from Inter.....such ones are good candidates for the evil marketing award

 

[slottymcslot]

I keep getting juicy signup offers from IC.. this forum has done a good job of putting me off taking them up!

 

[davos11]

Just received this reply via my casinomeister inbox ,

My name is Kobi and i am represenative of InterCasino.
I have read the forum post from you and double checked things:
Link Outdated / Removed
As i got to know that CS (Customer Support) have done a mistake and you should have not been charged £6 fees for withdrawing your initial deposit again.
Can you please provide me with your username at InterCasino and we would be happy to give you the money back?
You will have then the ability to cash out the £6 or play it in any games.
Looking forward to hearing from you.

Thanks in advance and with best regards,

Kobi




Now although its nice to get a reply and with an offer to correct this mistake , I can't help think that "mistakes" only become "mistakes" when that mistakes then effects the company rather than the customer ,

In this instance i came on here to voice my opinion and share my experience ,In reply to that others voiced their own and perhaps some players who would have been potential future members have been put off .

In my opinion , It seems staff should be well trained in these matters , The fact that numerous forum memebers here seemed to know this £6/30% charge was against the rules and your own staff didn't ( unless of course it was a light form of blackmail , either play the money or lose 30% of it ) just confirms my previous opinion of how un-proffesional your set up is .

I doubt your chat rep pulled this 30% rule of the top of his head , He has obviously been told/learnt it from somewhere as it is fairly complicated .

Also just to note for intercasino , I will have to politely decline your refund offer of the £6 , the fact i have to come on and ask for it rather than you just send it to me off your own back as it was again (ahem) your "mistake" is not worth the time after i have spent so much on this matter already , Not to mention i closed my account the minute you told me you would be taking 30% of my deposit.

Sooo all in all , Thanks but no thanks .

 

[Kobi Partners]

Hi Davos,
Thanks for your feedback and the post.
I am sorry to hear that you have declined our offer to pay you back the £6 deducted from you. We also wanted to offer you a little more as a gesture of good will, but unfortunately we did not get the chance to.
InterCasino was established in 1996 and is the first Online Casino on the World Wide Web. The company has always tried to give great customer service so that all customers are satisfied, enjoy the entertainment and are treated fair and loyal. A bit more than one year ago InterCasino was bought and your feedback is important to us so that we can continue to improve the whole brand/product.
Just over a month ago, we launched our new website and we got the crown back from the good old days and lots of new features, which are more user-friendly than it ever used to be before where you can customise your casino.
All in all it was human mistake, as the chat rep made and we apologise for this. Of course, we learn from our mistakes and always try to improve in each case. We would again like to offer you your money back and be able to give you gesture of good will too. Please let us know if you would like to.
Feel free to contact me by email as well, as my offer is of course still standing now and in the future as well.
I wish you good luck in the games!
Thanks and with best regards,

 

[spintee]

People appreciate when reps come on board and try and help players as much as possible,

Now any person that does read my posts will no that I have no time for 99% of the customer service / live help,

They lie and make excuse up all the time and its not good, I no it cost money to have hem there but wouldnt it make sense to employ people that are in the no how,? Instead of just having people that have probably not even had a gamble in there live, & only there to incise you to deposits with rubbish bonus offers,

I have nothing wrong with a 30% service charge if I was in the wrong, But this case you was wrong, Also before telling players that there is a charge than would not of it been ester than to write in the book they go by just to get some person higher up? to take a look, Or is that also in the book not to contact other staff and do what ever they can?

I have to put my pennys worth in as there is a lot of playrs out there that do not want or no about sites such as this & I really do not like thinking how many have been suckerd in by CS,

Not just your sites but across the whole board,

Hi Davos,
Thanks for your feedback and the post.
I am sorry to hear that you have declined our offer to pay you back the £6 deducted from you. We also wanted to offer you a little more as a gesture of good will, but unfortunately we did not get the chance to.
InterCasino was established in 1996 and is the first Online Casino on the World Wide Web. The company has always tried to give great customer service so that all customers are satisfied, enjoy the entertainment and are treated fair and loyal. A bit more than one year ago InterCasino was bought and your feedback is important to us so that we can continue to improve the whole brand/product.
Just over a month ago, we launched our new website and we got the crown back from the good old days and lots of new features, which are more user-friendly than it ever used to be before where you can customise your casino.
All in all it was human mistake, as the chat rep made and we apologise for this. Of course, we learn from our mistakes and always try to improve in each case. We would again like to offer you your money back and be able to give you gesture of good will too. Please let us know if you would like to.
Feel free to contact me by email as well, as my offer is of course still standing now and in the future as well.
I wish you good luck in the games!
Thanks and with best regards,