Resolved Intertops closed my account and doesnt pay my winnings!

[zoo0y0rk]

Dear People,

On the 26th of june 2014 i made a deposit at intertops of 100 dollars. I played a slot and suddenly i won around 10.000 dollars. This is my biggest win ever in a casino. I was so happy, i instantly told my girlfriend i would take here to Thailand! (This has been our dream for years now !).

At just a dream this imaginative holiday stayed... My Intertops account got locked without any warming whatsoever. This would be the start of endless conversations in the intertops Live chat.

At first i got told that my account was locked for security reasons and i would have to wait 48 hours.. so i waited. 48 hours passed and i still didn't get an update on my account status. Days and countless insignificant chat sessions passed until finally i got asked to send documents and my phone number to verify my account, and so i did...

Again it took days and a couple of chats to get a reply from Intertops, but with this reply my dream holiday came back into view ! I got sent an e-mail stating the following:

Thank you for contacting Intertops.

We have received and reviewed your documents. The submitted information concerning your account is now verified.

If you have any further questions, please contact us at 1-866-54-WAGER.

Regards,

Intertops Risk Management Dept.

I rushed to the casino and tried to login but my account was still locked.. so again i entered the live chat... You wouldn't expect it but my account was deemed to still be under review by 'management decision'' and i would be contacted within 48 hours. This never happened nor, from this point on, did i get any reply on my emails or questions in live chat.

At this point i kinda lost hope of ever cashing out my winnings though i will keep trying to.

I really feel fooled and mislead by this casino

Greets,
zoo0y0rk

 

[KasinoKing]

I can't believe that intertops is accredited here...

... but they ARE - so you have come to the best possible place to get help with your problem!

First please send the casino representative a Private Message about your problem by following this link: Link Outdated / Removed

After giving them a reasonable amount of time, if they do not put things right to your satisfaction, you can Pitch-A-Bitch.
This is CasinoMeister's FREE service to help players with problems at non-rogue casinos.

To submit your PAB, click here: Pitch-A-Bitch
Be sure to read ALL the terms for submitting a PAB, including the Frequently Asked Questions here: PAB FAQs

Welcome to the forum!
KK

 

[Mousey]

If you have not already done so, please contact the casino rep HERE. Once on that page, look to the left and click Send Private Message. If their mailbox is full or they do not reply within 48 hours, please let Bryan (casinomeister) know.

 

[bigjohn]

Dear People,

On the 26th of june 2014 i made a deposit at intertops of 100 dollars. I played a slot and suddenly i won around 10.000 dollars. This is my biggest win ever in a casino. I was so happy, i instantly told my girlfriend i would take here to Thailand! (This has been our dream for years now !).

At just a dream this imaginative holiday stayed... My Intertops account got locked without any warming whatsoever. This would be the start of endless conversations in the intertops Live chat.

At first i got told that my account was locked for security reasons and i would have to wait 48 hours.. so i waited. 48 hours passed and i still didn't get an update on my account status. Days and countless insignificant chat sessions passed until finally i got asked to send documents and my phone number to verify my account, and so i did...

Again it took days and a couple of chats to get a reply from Intertops, but with this reply my dream holiday came back into view ! I got sent an e-mail stating the following:

Thank you for contacting Intertops.

We have received and reviewed your documents. The submitted information concerning your account is now verified.

If you have any further questions, please contact us at 1-866-54-WAGER.

Regards,

Intertops Risk Management Dept.

I rushed to the casino and tried to login but my account was still locked.. so again i entered the live chat... You wouldn't expect it but my account was deemed to still be under review by 'management decision'' and i would be contacted within 48 hours. This never happened nor, from this point on, did i get any reply on my emails or questions in live chat.

At this point i kinda lost hope of ever cashing out my winnings though i will keep trying to.

I really feel fooled and mislead by this casino and i advice you all to avoid Intertops if you like winning money and actually begin able to cash it out too.. I can't belive that intertops is accredited here...

Greets,
zoo0y0rk

If you decide to pursue this here I will recommend that you try to stick to the facts and refrain from what will be seen here as chaff. In other words, your dream vacation with your girlfriend, advising others on where not to play, and unduly criticizing which casinos are accredited here.

Follow the advice given above and let the facts speak for themselves.

Also keep in mind if there is a reason that you know of why your winnings were not paid (breaking bonus terms, multiple accounts, etc.) it will be uncovered.

Best of luck to you.

 

[asghan]

What stake were you playing?

 

[zoo0y0rk]

... but they ARE - so you have come to the best possible place to get help with your problem!

First please send the casino representative a Private Message about your problem by following this link: Link Outdated / Removed

After giving them a reasonable amount of time, if they do not put things right to your satisfaction, you can Pitch-A-Bitch.
This is CasinoMeister's FREE service to help players with problems at non-rogue casinos.

To submit your PAB, click here: Pitch-A-Bitch
Be sure to read ALL the terms for submitting a PAB, including the Frequently Asked Questions here: PAB FAQs

Welcome to the forum!
KK

Thanks KK. I just send a message to them. Hopefully it will be solved

 

[zoo0y0rk]

What stake were you playing?

I played with 6$ bets.

 

[asghan]

So you weren't playing full lines. They probably considered you as AP and ran some extra checks.

One thing I know, Intertops is top notch operation and if you were "gnoming" it will be revealed.

 

[sandtag]

So you weren't playing full lines. They probably considered you as AP and ran some extra checks.

One thing I know, Intertops is top notch operation and if you were "gnoming" it will be revealed.

There is no advantage what so ever in playing with less lines :S, ever heard of high variance slots?

 

[asghan]

On RTG slots playing with less lines = a bit higher RTP(not much but still), due to max cap rule.

 

[chuchu59]

Was a bonus involved? I can see nothing from the opening post on this. It does seem strange that the account was locked and then kept under review for 3 weeks. On a brighter note though, the casino never said it wouldn't pay out.

 

[vinylweatherman]

On RTG slots playing with less lines = a bit higher RTP(not much but still), due to max cap rule.

RTG have said the lowering of RTP due to this rule is "negligible", and players shouldn't worry about losing out, so they can't suddenly claim it is "significant" just because fewer lines are played.

It's possible the terms also have a max line bet as well as a max bet rule. When playing fewer lines, it's possible to exceed the max line bet rule despite staying well within the max bet rule.

 

[KasinoKing]

RTG have said the lowering of RTP due to this rule is "negligible", and players shouldn't worry about losing out, so they can't suddenly claim it is "significant" just because fewer lines are played.

Negligible on most of their slots for sure... all except one.
If you were playing Count Spectacular and got the full screen of wilds while playing max lines, your pay-out would only be 20% of what it would be if you played just 5 lines!

And another point - if the effect on RTP is so "negligible", why the bloody hell do they have the max win cap at all then???

KK

 

[zoo0y0rk]

T&C

I dont see why placing 6 bets would raise any flags. As far as i know the T&C dont state anything about this, thus i'm not breaking any rules doing so, right ?

 

[zoo0y0rk]

Bonus

Was a bonus involved? I can see nothing from the opening post on this. It does seem strange that the account was locked and then kept under review for 3 weeks. On a brighter note though, the casino never said it wouldn't pay out.

Yes, there was a signup bonus involved. The thing is Intertops never stated that i broke any betting rules. They just locked my account and keep telling me its under review even when their Risk Mgmt already verified me.

Next to that they dont share any information with me nor do they keep their promises (promised updates in 24/48 hours etc.).

 

[vinylweatherman]

Yes, there was a signup bonus involved. The thing is Intertops never stated that i broke any betting rules. They just locked my account and keep telling me its under review even when their Risk Mgmt already verified me.

Next to that they dont share any information with me nor do they keep their promises (promised updates in 24/48 hours etc.).

If it's not documents, it has to be a terms violation. If there is nothing that prohibits your style, they may be trying a "spirit of the bonus" defence. This will go down like the proverbial lead balloon here, so a PAB may be the best course of action if they fail to get back to you as promised.

 

[Everygame]

Dear People,

On the 26th of june 2014 i made a deposit at intertops of 100 dollars. I played a slot and suddenly i won around 10.000 dollars. This is my biggest win ever in a casino. I was so happy, i instantly told my girlfriend i would take here to Thailand! (This has been our dream for years now !).

At just a dream this imaginative holiday stayed... My Intertops account got locked without any warming whatsoever. This would be the start of endless conversations in the intertops Live chat.

At first i got told that my account was locked for security reasons and i would have to wait 48 hours.. so i waited. 48 hours passed and i still didn't get an update on my account status. Days and countless insignificant chat sessions passed until finally i got asked to send documents and my phone number to verify my account, and so i did...

Again it took days and a couple of chats to get a reply from Intertops, but with this reply my dream holiday came back into view ! I got sent an e-mail stating the following:

Thank you for contacting Intertops.

We have received and reviewed your documents. The submitted information concerning your account is now verified.

If you have any further questions, please contact us at 1-866-54-WAGER.

Regards,

Intertops Risk Management Dept.

I rushed to the casino and tried to login but my account was still locked.. so again i entered the live chat... You wouldn't expect it but my account was deemed to still be under review by 'management decision'' and i would be contacted within 48 hours. This never happened nor, from this point on, did i get any reply on my emails or questions in live chat.

At this point i kinda lost hope of ever cashing out my winnings though i will keep trying to.

I really feel fooled and mislead by this casino

Greets,
zoo0y0rk

+++++++++++++++++++++++

Good day, zoo0y0rk,

Thank you for your kind patience while we have been reviewing your account status.

We sincerely regret and apologize for the delay in verifying your account which was due to several verification issues. However, I am now pleased to advise that your account has been verified and reactivated. You may now make your payout selection online and we will be happy to expedite your requests.

Please advise if you would like further assistance in choosing your payout options and we will be happy to assist.

May we please ask you to kindly update your posting on Casinomeister Forum to reflect the settlement of this issue. Thank you.

Once again, our sincere apologies for any inconvenience caused by the delay and we look forward to serving you in the future.

Have a wonderful weekend!

Kind regards,

Intertops.eu

 

[paul7388]

A nice happy ending for once. Enjoy your winnings and make sure your girlfriend and you get your dream trip to Thailand now

 

[zoo0y0rk]

GREAT NEWS !

+++++++++++++++++++++++

Good day, zoo0y0rk,

Thank you for your kind patience while we have been reviewing your account status.

We sincerely regret and apologize for the delay in verifying your account which was due to several verification issues. However, I am now pleased to advise that your account has been verified and reactivated. You may now make your payout selection online and we will be happy to expedite your requests.

Please advise if you would like further assistance in choosing your payout options and we will be happy to assist.

May we please ask you to kindly update your posting on Casinomeister Forum to reflect the settlement of this issue. Thank you.

Once again, our sincere apologies for any inconvenience caused by the delay and we look forward to serving you in the future.

Have a wonderful weekend!

Kind regards,

Intertops.eu

What more can i say than thank you Casinomeister community and thank you Intertops Rep for the support !

I can't imagine a better start of our weekend ! it might sound like chaff to some.... but Thailand here we come !! ( Will post a pic after )

Thanks again guys and have a great weekend !

 

[chuchu59]

+++++++++++++++++++++++

Good day, zoo0y0rk,

Thank you for your kind patience while we have been reviewing your account status.

We sincerely regret and apologize for the delay in verifying your account which was due to several verification issues. However, I am now pleased to advise that your account has been verified and reactivated. You may now make your payout selection online and we will be happy to expedite your requests.

Please advise if you would like further assistance in choosing your payout options and we will be happy to assist.

May we please ask you to kindly update your posting on Casinomeister Forum to reflect the settlement of this issue. Thank you.

Once again, our sincere apologies for any inconvenience caused by the delay and we look forward to serving you in the future.

Have a wonderful weekend!

Kind regards,

Intertops.eu

While I am pleased that the OP had finally gotten paid the whole episode does not show your casino in a good light. The OP had to endure 3 weeks of frustration that was compounded by the casino's failure to communicate with the player. At the very least the OP should have been apprised of the situation. Players will now no doubt be wary of patronizing this casino lest they encounter something similar.

 

[syntynyt]

chuchu i like to read your posts where you don't suddenly jump on either side but carefully analyze the situation in full before posting. and you are not afraid of taking casino of the ears when necessary. good job

 

[Azzurri]

I agree. I'm very happy for the op, and enjoy your holiday buddy. I think you definitely deserve it after this episode.

In saying that, I agree it doesn't reflect well on the casino. I give the rep credit for resolving the issue, however as a potential customer, it doesn't sit well with me that the only explanation is the verification took a while longer. Why was the customer ignored for so long, and if it weren't for this forum and direct access to a rep publicly, would this issue have been resolved at all? I have my doubts as the rep seemed concerned by the bad press the threads title could create.

Once again it shows the power of meister membership, but you can't help but feel for the other customers in similar situations who haven't yet discovered this powerful tool. I have my doubts as to whether this casino would have been so accommodating had it not been raised here publicly and for that reason I could never trust them.

It seems like some sites will conveniently try to get away with what they like, only to be so accommodating when potentially damaging issues are raised publicly. If you really want the trust and respect of your customers, this kind of accommodating service should be consistently the norm across the board. I saw no reason why the op was treated so suspiciously, or with such disregard.

 

[vinylweatherman]

While I am pleased that the OP had finally gotten paid the whole episode does not show your casino in a good light. The OP had to endure 3 weeks of frustration that was compounded by the casino's failure to communicate with the player. At the very least the OP should have been apprised of the situation. Players will now no doubt be wary of patronizing this casino lest they encounter something similar.

I have to agree. Good that the OP was finally paid, but very off putting that the impression I got was that he was damn lucky to get paid, rather than that he got paid as a matter of course after the normal verification process. I have gone through the verification process at a number of casinos, and know how it should work, and also some minor ways it can go wrong. This, however, was a MAJOR deviation from the normal process, as it took a hellishly long 3 WEEKS in total, rather than the usual couple of working days. There was also the appearance that the OP had been branded "guilty" right from the start, and that the 3 week delay was the investigation that allowed the OP to be proven innocent. This is back to front justice. One of the key "tells" is the apparent "talk to the hand" approach the OP suffered during the course of this "verification", which although might look like poor customer service, is actually deliberate policy when a player is under suspicion of wrong doing.

Because the rep has said this was simply poor service in effect, it has an even greater effect on prospective players because they will think poor service like this could hit any of them. If it was stated that it took 3 weeks because the player was under investigation, and it just took that long to properly assess the matter, it would scare off fewer players as those who are not trying it on, such as advantage play, would realise they would probably not have a similar experience.

 

[polli123]

While I am pleased that the OP had finally gotten paid the whole episode does not show your casino in a good light. The OP had to endure 3 weeks of frustration that was compounded by the casino's failure to communicate with the player. At the very least the OP should have been apprised of the situation. Players will now no doubt be wary of patronizing this casino lest they encounter something similar.

It would be fair to pay a compensation to the player for this not acceptable behaviour. This could bring back the reputation to Intertops. Just saying "Sorry buddy" is not enough in this hyper-sensible market.

 

[Azzurri]

Maybe paying for his Thailand holiday would be a nice gesture. May seem like a lot, but I can only imagine the agony the op would have felt going from the emotional excitement of promising his partner a dream holiday, to the horrified disappointment and depression of having to retract the promise due to thinking he'd been scammed out of his money. I'd say the trip to Thailand is the least they could do to show they actually care about what they did to the op, and the pain and suffering they would have caused for 3 weeks.

 

[chayton]

I'd expect that a player who wins big on a first deposit (with a bonus) would have the account and their play scrutinized pretty carefully. More than 2 weeks seems to be a little long even with verification problems, but it's nice there's a happy outcome for the player.

And OP...next time you win it will be a lot faster because you won't have to worry about verification again!

 

[zoo0y0rk]

I'm very pleased with the way and speed the Casinomeister Members helped me out and also with the rep handling this issue. On the other hand, i don't think i will keep playing at Intertops after this ordeall. It's hard to explain, but having the feeling you're being treated like a 'criminal' just doesn't sit right with me.

I understand verification processes are imperative in this business and i accept them. But i cannot condone how it was carried out in this instance. Like Azzurri said, what would have happened if i wouldnt have found Casinomeister ? Food for thought really.