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Intertops account freezed

Discussion in 'Online Casinos' started by Broke, Jan 21, 2011.

    Jan 21, 2011
  1. Broke

    Broke Full Member

    Location:
    Finland
    Hey,

    I'm having this problem with Intertops. My account was freezed and Intertops support asked some documents to confirm my account details. Heres the conversation between me and the support rep:

    "Hey,

    My account has been disabled for some reason. Could you re-open it?

    Thanks!

    XXXXXXXX

    ------------------

    Please quote REF XXXXXXX when responding to this message.

    Dear XXXX,

    Thank you for your e-mail.

    Unfortunately our Risk Management has decided to temporary close your account for security reasons. If you wish your account to be reactivated, please send us the below mentioned documentation:

    *Valid Picture ID (such as Driver’s Licence or Passport)
    *Recent Utility Bill (dated within the last 6 months – verifying your address)

    *Credit card authorization form
    *Copy of credit cards (front and signed back) you intend to use

    Please send us the needed documents at your earliest convenience.

    Thank you for your understanding.

    Sincerely

    Sandra
    intertops Support Team

    ----------------------

    Hello again!

    Attached to this email are:

    - a picture of my passport

    - a picture of my electricity bill

    I did not include any document of my depit card, cos I only use Moneybookers and Neteller. Also there might be my old address registered on my Intertops account.

    My new address is: XXXX

    Hope this helps!

    Have a nice weekend. :)

    Username: XXXXXXXX

    -------------------

    Please quote REF XXXXX when responding to this message.

    Dear XXXXXX,

    Thanks for providing us with your Bill and Passport.

    Unfortunately, we are unable to opened the account, due to security reasons.

    Sincerely,



    Linda

    ---------------

    Hello,

    What do you mean by that? Why is that?

    I haven't done anything wrong or have I? May I open a new account then?

    -----------------

    Please quote REF XXXXX when responding to this message.

    Dear XXXXXX,

    Thanks for your mail.

    Unfortunately, a new account is not necessary, as it will be closed. We need the documents for verification of the account, Deposits and Withdrawals.

    We appreciate your cooperation.

    Sincerely,


    Linda

    ----------------

    Okay...... I tought I just send those documents earlier today.


    ">Thanks for providing us with your Bill and Passport."

    Are you high or something?

    -------------

    Please quote REF XXXXXX when responding to this message.

    Dear XXXXX,

    Thanks for providing us with your Bill and Passport.

    Unfortunately, we are unable to opened the account, due to security reasons.

    Sincerely,



    Linda"


    Intertops support seems pretty useless and they sent me the same answer 2 times. It even has the same spelling errors as you can see..
     
  2. Jan 21, 2011
  3. anniemac

    anniemac Ueber Meister MM PABnoaccred

    Occupation:
    retired
    Location:
    Texas, USA
    You can call Intertops on the phone. I have handled things with them this way. I had to send in new docs cause I hadn't played there in a while but all was handled swiftly.
     
  4. Jan 21, 2011
  5. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This is the kind of attitude that REALLY pisses me off. You are an EXISTING player, and they were perfectly happy before.

    They are throwing you out, rather than making a proper effort to clear up the problem.

    You may be able to resolve this through the PAB service, although after this attitude, I can't see WHY you still want to play there. There is plenty of choice, and Intertops is NOT one of the best in terms of promotional offers.
     
  6. Jan 21, 2011
  7. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    We are assuming here that there is nothing untoward going on with the player.

    Pretty big assumption.
     
    Last edited: Jan 22, 2011
  8. Jan 22, 2011
  9. Broke

    Broke Full Member

    Location:
    Finland
    Well I don't have multiaccounts and I haven't played there for over an year so... And I asked from the support if I had done something wrong, but she didn't answer.. It's just that my account has been closed and they won't open it.
     
  10. Jan 22, 2011
  11. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    This is an EXISTING account, and all of a sudden there is an issue which CANNOT be resolved, and it is clear that the casino has absolutely NO interest in resolving whatever issue has arisen. I presume the documents sent both relate to the new address, and are in that respect perfectly in order. The casino should be asking for further documentation to support the house move, rather than saying "talk to the hand".

    The ONLY thing that has happened is the player moved house, this should NOT be such a "big deal". All that is needed is a re-verification of the player at the new address, which seems to be what has happened.

    It seems that at Intertops you are not allowed to move house and then come back to play. It seems to me that the problem IS this move of address, and the casino will not accept re-verification of an existing player at a new address, nor will let this player open a new account with full verification at the new address.

    I often come back to casinos, often YEARS after I last played. Whilst a few have asked for a fresh set of up to date documents, I am still at the same address - but what if I had moved house, would I also be having a great deal of trouble getting back my existing accounts?
     
  12. Jan 23, 2011
  13. Tengil

    Tengil Senior Member

    Occupation:
    -
    Location:
    Finland
    You (OP) could try to provide some screenshots of your Neteller (or MB) account to them, at least that worked for me.
     
  14. Jan 23, 2011
  15. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    I recall the few times I did play at intertops they asked for debit/credit card scans. Took around 3 emails to inform them I NEVER Deposit with any card only neteller. (So how can i provide a scan of a card that I never registered or deposited with) Then I had to provide FULL scans of the interiror of my neteller account. Not somthing I was happy doing as it lists all my transactions. And certainly not a document I want to send through unsecure email.

    In the end I gave up. Loops hoops n bull. Oh reminder to get a neteller account your already vetted to the hilt to get the neteller account open. Will some casinos ever learn ?
     
  16. Jan 23, 2011
  17. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Another point on this, with the likes of say love em or hate em 3Dice I have never had a document problem. So damn easy as they are 1 of a very few who can do intelligent security checks on those playing without asking for life history. Maybe a lesson to be learned by those that really do know how to run a casino from the point of view of their most valuble asset - THE PLAYER!
     
  18. Jan 24, 2011
  19. ksech

    ksech Dormant account

    Occupation:
    yes
    Location:
    Here
    I have to say I'm surprised, but I'm only 1 in what (?) a hundred thousand who played at this casino? If you are looking for good/great promos then this isn't the casino for you, BUT they don't push promos onto their players like some casinos do. I do have to say, when I started playing there when they were MG (Intertops green), through their switches to Royal Joker and Intertops red, I've NEVER had any problems with CSR. They were always very prompt in their replies, knowldegeable in answering questions, payouts were in reasonable time frames. They DON'T flush (a biggie for some), but most of the payouts I ever enecountered were usually under their 48 hr timeframe, some were under 3 hrs (varies depending on withdrawal method).

    I'm sure if I were to reopen my account, I may have some issues with renewing my docs as ALL of my bills are now paperless. I had considered reopening my account if I could figure out a way to withdraw, been in contact with Suzanne who has always been prompt, courteous, and extremely help in providing solutions to problems. I may be in the minority, but I'm sure every person will handle/deal with like situations in different "attitudes".

    Intertops is okay in my book, if that even matters. You seldom read anything good/bad about them, which doesn't mean they may be the BEST casino out there, but I think you have to take into consideration "no news can be good news" where notariety is involved.
     
    1 person likes this.
  20. Jan 24, 2011
  21. P.V.

    P.V. Senior Member webmeister

    Occupation:
    Make money!
    Location:
    Turn around...
    Document verification excuses seem to be flying ramped, read three tonight in different threads. :eek2:

    Id checking isn't that hard of a process. Internal software during registration and hard ID for additional confirmation. :)

    The notary stuff is a stall IMO. ;)
     
  22. Jan 24, 2011
  23. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    They seem to be saying they can't open the account until they have received and approved the documentation, yet they HAVE been sent the necessary documentation.

    They clearly want something else, but refuse to say what. Perhaps this is just an excuse because they don't want this player back, maybe because of "the way he played" before with their offers, but don't want to tell the truth, so make up some excuse that cannot be challenged because the evidence is "secret".

    It seems quite a few of these "documentation" issues are coming from "advantage players" the casino wants rid of, but the casino doesn't want to be SEEN banning players just for winning. If it's an empty account, and the player isn't owed any money, the casino usually gets away with this under the "right to refuse service" rules.

    Unfortunately, whilst they might not be known for "banning winners", they WILL get a reputation for having "documentation issues" which are causing innocent players to feel their documents are considered fraudulent by this particular operator, even though they know damn well their documents are legit, and all other casinos they play at accept these same documents without question.
    This will then scare off POTENTIAL players, who quickly learn that having your documentation rejected is a VERY BIG PROBLEM, so they would tend to avoid casinos known to have a reputation for rejecting documentation "at the drop of a hat".
     
  24. Jan 24, 2011
  25. DepositSpinLose

    DepositSpinLose Experienced Member

    Occupation:
    self employed
    Location:
    british columbia
    maybe they think some players been in jail for a year and dont want jailbirds in their casino. who knows?
     
  26. Jan 24, 2011
  27. Intertops

    Intertops Affiliate Manager for Accredited Casinos

    Occupation:
    Affiliate Manager
    Location:
    Antigua
    Intertops

    Dear Customer,

    We sincerely apologise for the inconvenience you are experiencing with our site. Please bear with us while our Risk Department investigate further. It appears that your account intially failed our security checks, and our policy is to automatically close accounts which do not meet our requirements.

    Please be assured that we will further look into this case and we will contact you tomorrow.

    Best regards
    Intertops
     
  28. Jan 24, 2011
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Why did it take a public "bitch & moan" before this was done.

    These checks simply CANNOT EVER be 100% accurate, yet casinos act as though they are. The external datasets used are riddled with errors because there is widespread incompetence and poor practice in many data handling centres, INCLUDING the MILLIONS of errors made by governments themselves. The UK governments is AGAIN under fire for a slew of bad data entries in the tax systems affecting MILLIONS of tax payers. No doubt, errors with one data controller propagate throughout the data handling industry, creating these kinds of cases.

    This is an EXISTING player, and they would already have passed the checks once, and it is rude not to give them some credit for this, and consider that it is quite likely an error in the data, rather than in the player.

    A house move really DOES screw up the works, because it can take MONTHS, even YEARS, for this fact to propagate from the companies and departments the customer KNOWS they have to inform, out to the various external databases that might contribute to a security check. Don't forget, that for "security reasons", players have no idea who they ALSO should inform of such changes to ensure that the various datasets get updated in good time.

    This kind of thing sends a message that players might as well forget about continuing to play at an old existing casino account after moving house, or any other major change of details (marriage, for example, or change of name).
     
  30. Jan 25, 2011
  31. pianoman

    pianoman Senior Member MM

    Occupation:
    world famous Pianoman (True!) Go Google: ozpianoma
    Location:
    Sittin Here in Front of the Screen like
    Hmmm
    Might postpone the sex change surgery for a while then...
    Just received their (unexpected) Welcome bonus offer CD.
    Here We Go - I'll let ys know how I get on.
    =============
    BACK AGAIN.
    $50 ND played. 1 game only. No joy...
    Made wrong choice! 1st time ever used browser instead of downloading software.
    SLOW AS...
    Tired of it. Upped stakes to $2 spins.
    Discovered WR was x 60 TIMES ($3000 playthough)
    Uh Huh... Urggghh!

    Didn't feel like hanging around.
    They're probly quite ok ?

    Might pay another visit one day,
    D/L the software and try $50 of my own...
    If interested, suggest you d/l rather than suffer thru the other.
     
    Last edited: Jan 25, 2011
  32. Jan 26, 2011
  33. Rebel2k5

    Rebel2k5 Banned User

    Occupation:
    None
    Location:
    My House

    Oh whatever. I don't know how anyone could play at your casino when it takes a complaint online for you to try to resolve the matter.

    The email history shows your company is not worthy of business.
     
  34. Jan 30, 2011
  35. Broke

    Broke Full Member

    Location:
    Finland
    Oh, okay. Why is that? I don't feel like I'v done something wrong. What is the exact reason my account did not pass the security check?
     
    Last edited: Jan 30, 2011
  36. Feb 5, 2011
  37. Broke

    Broke Full Member

    Location:
    Finland
    Case closed. They re-opened my account. :thumbsup:
     
    1 person likes this.
  38. Feb 5, 2011
  39. colly

    colly Senior Member MM PABaccred

    Occupation:
    Finance (Corporate Tax)
    Location:
    sydney
    Probably going to get flamed but------

    I can't help but notice a few of the response to the reps posting were a bit short and graceless. If we are trying to get more reps to respond on the board then maybe a step back before making terse responses would be useful. Manners , thankyou and please go a long way.Just my opinion. (off now to put my protective suit of armour on LOL)
     
    1 person likes this.

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