Resolved Intertops Complaint

[AudiManinBoro]

As Intertops has recently become available once again as an accredited casino I decided to give them a go. Now im a member of many a Mg casino, many of which i play at regularly, but I have never had one treat me in such a manner as this before, and quite frankly (in my eyes) this is rogue behaviour and I believe their status as an accredited member here should be if not reviewed at least queeried. I dont expect this behaviour to occur from a respected casino and it has certainly never happened to be before in nearly 8 years of online gaming.

As i mentioned, i Joined today, made a deposit, received the bonus. All fine. Was happily playing along s any of us would after making a deposit (new casino or not) when i was rudely booted from the server. Ok, no problem, maybe a glitch, so I go back in, or attempt to go back in, only to be greeted by a message saying, `This Account is Locked` ! Wtf? Bearing in mind this happened within 20 mins of playing and I hadent even got into my swing yet, play was going well too

Understandbly annoyed, I contacted customer services by email. this is the email i received

**************************************************
Dear Raymond,

We wish to advice you that Intertops has installed a new security feature, this measure was adopted in an effort to protect you, the customer and ensuring the highest level of security.

As a result of our new security measure we kindly ask that you send us the following documentations:

* Credit Card Authorization Form -

You do not have permission to view link Log in or register now.

* Valid Driver's License / Passport

*Recent Utility Bill / Credit Card statement

*Copies of the two credit cards you attempted to use to fund your account - both front and back

*Screenshot of your Neteller account to prove this is your account

You may scan the document(s) and send as an e-mail attachment to: creditcard@intertops.com or by fax to 1 - 268-480-3110/3111/3112.

We appreciate your understanding and look forward to hearing from you soon.


If you have any further queries, please contact us, we will be happy to assist.

Thank you for choosing Intertops.com.
***************************************

This is quite simply disgusting behaviour, some of you may disagree with me, but fundamentally this is surely WRONG. As with most casinos, you register, you deposit, you play and IF your lucky enough to be able to cash out a winning, THEN they should request documents from you. Its the first time ive EVER been locked out of a casino account by having to provide documents BEFOREHAND. They simply have NO right to take my money then ban me from their casino Their terms and conditions mentions the documents but ONLY upon requesting a cashout.

As it now currently stands I am in a place where I am unable to get to a scanner for at least a day or two. I am not happy, so they have my money, I have no play time and they have lost a customer. They can keep my deposit, I dont want it, id rather lose the money than acquisce to such rogueish behaviour.

Im not going to PAB because to be honest I cant be bothered and its not worth the hassle, but I would like to inform anyone on this forum who is thinking about joining Intertops not to do so, without first being aware they ask for private and confidential information just after taking your money and locking out your account. To me this is not the behaviour i would expect from an accredited casino on this site and i think its fair to warn others of this outfit.

Comments, critisms and wittisms welcome

 

[anniemac]

First for me. I've had casinos lock my account after I deposited, and lost of course, until I sent in docs but never in the middle of playing. I've had an account at Intertops for a long time so I don't have document problems.

I guess your only option is to send in what they want. They've got you over a barrel so you have to comply or lose your money.

 

[kmay87]

I had the same thing happen to me, at Casino Club ironically. But I won't go into that... The situation was exactly the same - I deposited, started playing, logged off, then when I tried to get back in, as in your case, I was locked out.

In my opinion, the connotations of being 'locked out' of your account suggests something serious - bot use, dubious details etc etc. But if you had to actually contact them to find out why, instead of them informing you, then that is not good practice.

It depends though on why they do it. I've had times before where I've signed up at a new casino, had some decent wins, and then thought 'if I want to see this money, I'm going to have to send in this, that and the other, and it will take ages before I get it.' Therefore, the temptation is to keep on playing. So in this case, if your documents are already verified, you can initiate a withdrawal, get it flushed, and bang, it's too late should you decide you want to play again.

What I'm not really getting is what this actually achieves. They already have your money and you won't be able to withdraw, so even if a fake card was used, the money would still be in the casino even if they let the player continue playing.

You would have thought there would be a universal system for this. At one casino, I had the same experience as you. At another, it was only for withdrawals over 100. Another did it randomly And some have never asked me! Slightly illogical, in my eyes.

 

[AudiManinBoro]

Absolutely. They already have my money, I cant get it or any winnings back until ive provided the documents so why lock out my account. It doesnt achieve anything apart from pi**ing me off and them losing a customer. Absolutely bonkers strategy from the casino.

 

[pokeraddict]

I'm shocked to see Intertops accredited here. Are they under new management or ownership? There are hundreds of stories from poker players about their rogue ways although the complaints seemed to stop about 2 years ago. This is the first I've ever heard them do this though. This is really bad business. Either lock you between sign-up and deposit and wait until cashout to ask for docs.

To OP, send them the docs and simply cashout instead of just giving it to them. This could be a way to steal deposits. Either that or get Neteller involved.

 

[Marie2473]

This is just B-shit and they should not be able to do this. IF they dont want players to play before they know that they are legit, then they should ask for docs before approving the deposit.
I will certainly NOT be joining this casino, thanx for the heads up

 

[UKDafoe]

This is just B-shit and they should not be able to do this. IF they dont want players to play before they know that they are legit, then they should ask for docs before approving the deposit.

Agreed. Of course they know this will deter a lot of players from depositing. What they should do is it make it very clear on the deposit screen that you will have to provide this stuff before a cashout, and then just wait until then to require it.

 

[oldtrvlagt]

Same thing happened to me at Royal Joker....deposited...played..went to log back in (only to claim a small bonus) and am locked out. I'm done

 

[The Dude]

I've PMd the casino rep who I'm sure will look into this.

I'm shocked to see Intertops accredited here. Are they under new management or ownership? There are hundreds of stories from poker players about their rogue ways although the complaints seemed to stop about 2 years ago.

Actually, that was October 2006 about some bonus that was at Bonuswhores.com. I received one complaint about that from a member.
https://www.casinomeister.com/forums/threads/intertops-refuse-bonus.14333/

Turns out that the players had failed to read all of the terms and conditions that were posted at Intertops and supposedly at Bonuswhores as well.

 

[AudiManinBoro]

Much appreciated Bryan thanks

 

[pokeraddict]

I've PMd the casino rep who I'm sure will look into this.


Actually, that was October 2006 about some bonus that was at Bonuswhores.com. I received one complaint about that from a member.
https://www.casinomeister.com/forums/threads/intertops-refuse-bonus.14333/

Turns out that the players had failed to read all of the terms and conditions that were posted at Intertops and supposedly at Bonuswhores as well.

So 2.5 years ago. There was a long thread at 2+2 and at BW about this at the time. They gave players a 14x dealt bonus and then after the fact decided to say it wasn't really a dealt bonus and told everyone they were bonus abusers that hit the bonus and refused to pay them. They claimed that players that didn't give them action outside of the blinds were not welcome. Of course they waited until players had actually played and tried to cash out to tell them. After a blacklisting at BW and a boycott by the 2+2 community they gave in and paid everyone. I worked at BW at the time and they politely told us to F off and never promote them again for blacklisting them. We removed them from the blacklist for making good but promoting them again was never an option.

Like I said it was 2 years ago and people change as well as management. I haven't seen much from them in the last 2 years good or bad so they must be behaving themselves.

One thing I have noticed is that just because one division of a group does shady things does not mean the entire group is shady so maybe I am too quick to hold a grudge over what their poker side did 2.5 years ago. At least they fixed it.

 

[maxd]

Im not going to PAB because to be honest I cant be bothered and its not worth the hassle....

"Hassle"? What hassle? You read the Pitch-A-Bitch FAQ, fill out the form, and I go to work on it. As far as "can I be bothered?" situations go I reckon that shouldn't be too tough a choice.

Or am I missing something? Please elaborate if so.

 

[AudiManinBoro]

"Hassle"? What hassle? You read the Pitch-A-Bitch FAQ, fill out the form, and I go to work on it. As far as "can I be bothered?" situations go I reckon that shouldn't be too tough a choice.

Or am I missing something? Please elaborate if so.

Lol My post wasnt meant to be disrespectful Max, quite the opposite in fact. This is the first time since ive been a member, in fact the only time since ive joined a casino in 8 years where ive had a problem such as this that warranted a real serious complaint against a casino. I just didnt want to add to what i know is an already heavy work load for you. But ill leave it a day or so until ive had a response from the Intertops Rep here or Bryan has and then ill probbaly do as you suggest and PAB. Ive had their customer support response over the matter, they wont budge, but the rep here might be able to sort it out, ill give him a chance first before taking it further.

 

[The Dude]

One of the reps just got back to me on this. This is what happened:

AudiManinBoro
is from the UK and created an US$ account (not GBP)
made 3 deposit attempts with 2 different credit cards which failed were declined by the credit card processor

Since this is a typical fraud pattern the casino needed to protect itself and took precautions.

Simple explanation. Sorry that it's a hassle for you getting the docs in order, but I hope this makes sense and is understandable.

 

[AudiManinBoro]

Yes i tried my usual credit card it failed, so switched to a back up one it too failed. ( strange how they have never failed at my other casinos ) Its hardly my fault if they have lousy processors lol
Still, doesnt explain why they locked out my account for a transaction made from my neteller account? They received their money or should i say my money and then proceeded to lock me out. They should have locked me out after the failed credit card transactions, not allow me to deposit via an alternate method then tell me this. Documents aernt realy a hassle no, but the principle of the matter is and as i said earlier they can keep the money, id rather lose it than give in to the demands of this disreputable place. Thanks for your efforts tho Bryan

 

[The Dude]

Still, doesnt explain why they locked out my account for a transaction made from my neteller account? They received their money or should i say my money and then proceeded to lock me out. ...

Neteller accounts can't be ruled out as "risk free" for casinos. Just a general FYI for everyone. Fraudulent chargebacks have been successful via Neteller in the past.

Intertops was only doing its due diligence as far as I can tell.

 

[AudiManinBoro]

Some of these casinos really need to adopt the `Verified by Visa`system and none of this silly nonsense would have occured.

 

[AudiManinBoro]

Its still wrong to take the money Bryan then lock out someones account. If they were SO concerned that i was a fraudelent player and their worried ive got hold of someone elses credit card, why they should do the right thing and return the money shouldnt they to where it came from? We both know they wont!

 

[maxd]

Lol My post wasnt meant to be disrespectful Max ... I just didnt want to add to what i know is an already heavy work load for you.

NP, no offense taken.

As to the workload issue that's righted itself in the past week or two so it's not such a big deal anymore. Don't hesitate to do it if you need it.

 

[DiamondGeezer]

I can't see what the big deal about it is myself. Although frustrating it hardly seems something to make a big complaint about. It's not as you won't see the money again. What is the problem?

It is easy for us as players to make these complaints about documents but it is in our interests that casinos are vigilant about security.

I have an account here but have mainly used the sportsbook. The sportsbook has an excellent reputation. The cs is excellent and cashouts take less than four hours. They have been around a long time and apart from the poker incident above I haven't heard anything bad about them atall.

Not trying to be argumentative but a lot of worse things happen than this.

 

[The Dude]

Just wondering where we are on this issue. Is this matter considered closed?

Audimaninburo - were you going to PAB, or are you good to go?.

 

[AudiManinBoro]

No I wont be PAB Bryan I have been in contact with the Intertops rep here who whilst he wasnt able to reopen my account which is due to the casinos standard practises and cant be changed HAS promised to refund the initial deposit I made back to my Neteller account. He has apologised and explained that on occasions genuine players such as myself get caught up in security procedures but that they are necessary to protect themselves.
Whilst I agree with most of what he said I still say it would have done them no harm to allow me to carry on my play then request documentation for further deposits or withdrawals. This to me would have seemed fair. However, I consider this situation closed now and michlposch has been very helpful in trying his best to get this matter resolved.
I am pleased to receive my initial deposit back and i would go further to say to any people further interested in playing at Intertops that should you remain aware of their security policies, this does indeed appear to be a good place to play, if their representative here is any indication to go by. Could you place a resolved a status on this thread please Bryan. Thanks

 

[vinylweatherman]

Yes i tried my usual credit card it failed, so switched to a back up one it too failed. ( strange how they have never failed at my other casinos ) Its hardly my fault if they have lousy processors lol
Still, doesnt explain why they locked out my account for a transaction made from my neteller account? They received their money or should i say my money and then proceeded to lock me out. They should have locked me out after the failed credit card transactions, not allow me to deposit via an alternate method then tell me this. Documents aernt realy a hassle no, but the principle of the matter is and as i said earlier they can keep the money, id rather lose it than give in to the demands of this disreputable place. Thanks for your efforts tho Bryan

It very much depends upon the bank. When it happens on a NEW account, and two consecutive cards, the casino security systems lock out. If you try again too quickly, you do not give enough time for the software to perform the validation and lock the account. This can lead to the lock being applied whilst you are playing with a successful deposit. The eventual request was above & beyond the norm, and demonstrates they were attempting to verify these cards were not stolen, and that the Neteller account was not hacked. I presume they "won't budge" because they are not going to be given the documentation by the OP on principle.

I have found First Direct VISA to be a VERY BAD card to use at casinos, their fraud software is far too "trigger happy", and will decline a deposit at the drop of a hat. Despite this, First Direct were dragging their feet about signing up to "Verified by VISA". Mastercards, despite having terms specifying how they handle gambling transactions, have failed for me on 100% of attempts.

I believe the BEST UK Credit card for online gambling is the oldest of all, the Barclaycard. They are almost the ONLY card to treat gambling as a "purchase", granting the usual interest free period. Further, provided the minimum payment is paid, they will treat withdrawals of winnings as credits towards the balance, so if you withdraw enough back to your card as "winnings" to cover the balance, and make the min payment, there is NEVER any interest to pay on the carried balance.
I am surprised Barclaycard has not changed this, and started charging interest from the date of transaction for gambling purchases, as all the others do.
I would expect the Barclays VISA debit card to be similarly effective with onlien casinos.

Some of these casinos really need to adopt the `Verified by Visa`system and none of this silly nonsense would have occured.

32Red use this, as does Canbet. I have never had "Verified by VISA" triggered elsewhere, meaning that although the CARD is registered for it, the processor is not.