Not too happy with InterCasino

[angieosc]

I'm sorry to make this my 1st post on this forum but InterCasino leaves me no choice at all.

Here's a fast rundown on my situation.

I read in their website that they are actually offering 10% CashBack to losers from my country since we're not given the $100 match bonus. So thinking that InterCasino is a very reputable and big company, I put my money in. Started to play and ran into some great COLD streak and lost everything.

At the end of the month after all said and done, they did not credit me with the CashBack. I contacted their Support (it was answered within 24 hours) and they told me that there's NO SUCH THING anymore. Since I saw this on their website, I showed it to them and they said sorry and said they'll send it to Ryan H (their Casino Manager) to review the problem. They also said they'll get back to me when they have an answer.

It's been about 1 week since I last heard from them. I've even emailed them quite a few times and yet everything comes to a blank. No replies to emails (more than 48 hours). No answers from them. No money. NOTHING AT ALL.

So naturally, I'm totally out of solutions and have no more other way to but to come here to seek help and to advice others not to fall prey to their deceiptful ways.

Their T&C is still on their website. You guys could read it yourself.

Now, they are not wanting to help or even care about my case anymore.

Ryan H, if you're looking at this, please do reply to me or something either via email or PM here.

Here's a link to their T&C page :
www[dot]intercasino[dot]com / help / faq / promotions.shtml

Have a look at it and then tell me who you think is wrong. Me or them!

 

[tennis_balls]

they're probably just busy since they made a lot of changes as of Sept 1.....i'm sure they'll take care of you.....try sending a PM to Ryan

https://www.casinomeister.com/forums/members/

 

[angieosc]

I've already PMed RyanH way before I even post this message up.

Thanks tennis_balls. I do agree but unfortunately it's still not a good reason for not even replying to emails. If you're not replying to emails, it just means that you're being shady. Don't you agree on that? No matter how busy you are, I'm sure you still have time to say "Hello... I'm so and so. I'm now looking into your problem and will get back to you the soonest possible. We're currently quite busy so please do hold on for 1-2 days."

I timed myself on that and it took me less than 20 seconds to do it. I'm sure the staff or even Ryan H will have 20 seconds to spare however busy he is. RIGHT????

 

[frufrugirl]

Im glad u contacte Ryan. Keep at it. They are probably "just busy" isnt a good enough excuse - it's been a week with no contact. Not Cool Intercasino!! The t&c's she links to are there..the one that worries me is in the "see terms and conditions (teeny) click "here" on the same page the link goes to.

"The Casino reserves the right to modify, alter, discontinue or terminate a promotion at any time for any reason whatsoever, without notice to end users. However, the Casino will use reasonable efforts to provide advance notice to end users of any such modification, alteration, discontinuance or termination."

If they did discontinue it, it should come off the page immediately! If they changed it, then being the class act that they are, they should have contacted you or at least say, it was discontinued, the pages havent been changed, we will give it to you anyway since we didnt yank the terms out when we should have.

Every player should be treated fairly regardless of where they come from!

 

[Rettahs]

Heck the part of those terms that would makeme wonder what if any promotion is offered is the "Which may be" part.

"We will offer players from these countries an equivalent promotion which may be to credit 10% of their monthly losses back to their accounts at the end of each month up to a maximum of $10,000."

Heck, it is like they will pick and choose with no firm set terms on the equivalent promotion.

Good luck with this one.

 

[wangpoker]

intercasino has a system full of bugs. I haven't finished the WR for monthly bonus for more than 5 months, part of WR should expire. I won't deposit any money to clear WR only.

 

[ryan_hartley]

Hi angieosc,

Apologies for not getting back to you sooner. Could you email me at ryanh@intercasino.com with your details and I'll look into this as a matter of urgency. I'm sure we'll be able to help you.

Thanks
Ryan

 

[angieosc]

Hi angieosc,

Apologies for not getting back to you sooner. Could you email me at ryanh@intercasino.com with your details and I'll look into this as a matter of urgency. I'm sure we'll be able to help you.

Thanks
Ryan

Wow... this forum actually works faster than their Support Team.

I've emailed and also PMed you already, Ryan

Just a quick question, do the people that need help have to post here to get a quick reply from you InterCasino?

 

[Scooter7]

No need to be nasty

Just a quick question, do the people that need help have to post here to get a quick reply from you InterCasino?

Is this how you normally respond when someone is trying to resolve a complaint for you?

Can't you just be glad that they monitor the forums to make sure that people are well cared for?

Why don't you wait for a response before taking shots at the casino manager?

 

[silcnlayc]

Update Casino Contacts list?

I have noticed that there are some casino reps not on board since 2004-2005. Maybe they need to be removed or updated? Thats a mighty long time not to visit a place that so many players do and can make such a huge impact on the casino in question..

I look at the list a LOT just to see if there is someone on board and if there has been no activity for over 2 months or so at that particular casino, I try to avoid it knowing it would take even longer to get anything resolved since I feel they aren't even interested in what players think.

 

[Rettahs]

Scooter, not to add to whatever you found rude about her post but heck, after a week of emailing and PMing she has a valid point to ask such a question since I don't see a link to casinomeister on their website this is not any one casinos CS department but it seems that the only times these reps decide to respond to anyone is when the person posts in an open forum then all of a sudden they pop up and act as if all is well and it gets taken care of. It is funny when I read posts on here they always say to send email to a rep or contact the cs first before posting, in this case she did just that and then came here and posted now you want to say she is being rude by being a tad ticked off that the rep appears out of nowhere and replies in the open forum. I say let her vent and say what she wants, she earned the right for waiting a week and getting no replies from anyone besides here no matter what casino it is and who the rep is in question.

 

[nafanny29]

Wow... this forum actually works faster than their Support Team.

I've emailed and also PMed you already, Ryan

Just a quick question, do the people that need help have to post here to get a quick reply from you InterCasino?

This is a good point really. I rekon only 1 in 50 aggreved players know about this forum so the other 49 will be left without a reply from intercasino?

 

[Scooter7]

this is not any one casinos CS department

True. And I'm one of the first to jump on bad operators:machinegu , but I don't think that's the case here. I just like to wait until the casino has a chance to show their worth and 'fix or fail' so to speak.

I play online a lot and I really appreciate it when I see casinos that realize no one is perfect and put their energy into making sure they fix anything that does go wrong.

 

[frufrugirl]

I understand where you are coming from Scooter because everyone has their own tolerance levels.
When you are dealing in business, it is critical to make contact with customer complaints immediately, even if it is just to say..I hear you, I promise to get back to you ASAP. And then do it!
We all know InterCasino is good to it's customers but bad service always has to start SOMEWHERE...best thing to do in NOT to let it take root! I know, I worked in customer service at a major airline, we had people who's only job was to call customers and let them know we recieved their complaint and we will be getting back to them asap. After I left, things started going down hill financially, the first thing to go was the staff for customer service. Stupid thing to do..now they are paying for it dearly, what was once a magnificant airline is just another tail in the air..

 

[angieosc]

I wasn't trying to be mean or something but ain't that the truth? I emailed them 4 times to get a reply but all I get it an automated response from do.not.reply@intercasino.com or something like that.

If you got that all the time, I'm sure you'd be as angry as me. I mean, someone told you... yeah, I've already sent your complain to our manager. Then a few days later, I sent another email and another comes up and said, he could confirm that my complain has already been sent to the manager and will get back to me as soon as he gets word. Well... I waited for a week and even sent follow-up emails which went to the junk pile I guess.

Now if you were me, what would you do? Would you just sit there and wait and not do anything? Yes I was a little harsh to ask such a question but heck with it, if this is the only place to get the casino's attention, then I'm gonna make sure the WORLD knows about it. I'm sure I'm not the only person who has a problem with InterCasino and is stuck in limbo about it.

But to clear up something, Ryan H has already emailed me and has already replied and etc. We're now working on resolving the problem. So again, I guess this forum works

Thanks people (everyone on the forum) and thanks to you too casinomeister for having this site.

 

[Macgyver]

Ryan,

If I could get an acknowledgement as well that you're looking into my entirely separate matter, that would be awesome.

On a side note, if a casino rep prefers to be emailed rather than PM'd, they should be able to take the PM option off their listing in the contacts list.

I'll PM or email, either way, but feel that I provided all relevant information in the recent PM sent.

 

[johnsteed]

***


Hmmm, it's all ebb & flow with Intercasino's ability to reply in a sufficient time frame. I've received responses in a couple of hours, I've gone weeks getting others, and other times I haven't heard boo. That seems to be the only stain on an operation that is generally considered to be the greatest online casino on the planet (say for the 32red faction that's resting in the other corner). If they ever shored up that problem, this casino would be that much closer to perfection, to which they're already pretty darn close to it as it is.


We all realize that we get prompt responses when we simply post our queries, so why don't we just keep an open/ongoing thread titled, "The Ryan Hartley Hotline"?


Sort of an insensitive idea, but think of all the time and grief it would save! We'd be able to spot Ryan Hartley more often, which would also increase our chances of his giving us $100 bonuses. Hitting-two-birds-with-one-stone. YEAH!!!


Steed

***

 

[chuchu59]

I'm sorry to make this my 1st post on this forum but InterCasino leaves me no choice at all.

Here's a fast rundown on my situation.

I read in their website that they are actually offering 10% CashBack to losers from my country since we're not given the $100 match bonus. So thinking that InterCasino is a very reputable and big company, I put my money in. Started to play and ran into some great COLD streak and lost everything.

At the end of the month after all said and done, they did not credit me with the CashBack. I contacted their Support (it was answered within 24 hours) and they told me that there's NO SUCH THING anymore. Since I saw this on their website, I showed it to them and they said sorry and said they'll send it to Ryan H (their Casino Manager) to review the problem. They also said they'll get back to me when they have an answer.

It's been about 1 week since I last heard from them. I've even emailed them quite a few times and yet everything comes to a blank. No replies to emails (more than 48 hours). No answers from them. No money. NOTHING AT ALL.

So naturally, I'm totally out of solutions and have no more other way to but to come here to seek help and to advice others not to fall prey to their deceiptful ways.

Their T&C is still on their website. You guys could read it yourself.

Now, they are not wanting to help or even care about my case anymore.

Ryan H, if you're looking at this, please do reply to me or something either via email or PM here.

Here's a link to their T&C page :
www[dot]intercasino[dot]com / help / faq / promotions.shtml

Have a look at it and then tell me who you think is wrong. Me or them!

E-mailing them wont get you any reply from my experience. The best way would be to enter the casino and ask them to contact you by phone. You usually get someone to phone you within half an hour.

 

[Macgyver]

Ryan,

If I could get an acknowledgement as well that you're looking into my entirely separate matter, that would be awesome.

On a side note, if a casino rep prefers to be emailed rather than PM'd, they should be able to take the PM option off their listing in the contacts list.

I'll PM or email, either way, but feel that I provided all relevant information in the recent PM sent.

I will give Ryan credit and thanks for PMing me this morning and letting me know that he's looking into my situation.

I, like others have posted, just wish it didn't take so long (it's been exactly a week now) or so convoluted a process to find out what's going on when a problem does crop up.

 

[gfkostas]

A casino is a very serious business as it deals with what is necessary for our survival. That is money. Not matter how you look at money its a necessary thing as even if you are highly spiritual you cannot avoid the fact that you have to have money or you will die from hunger unless you are willing to steal.

I don't care how good reputation intercasino or any casino has. They ought to reply to emails fast, within 30min, period. They ain't got a grocery shop they got a casino!

It might be very very important for you to get your withdraw fast. They should pay money as fast as they collect. Angieosc made a very valid point.

Casinos earn thousands from players like us each month. We honour them with our money and we expect the same in return. "We have been busy over the last week therefore...." these excuses ain't gonna cut it.
Can't they employ more people so that we can have a class customer support? C'mon now....

One of the reasons I like bodog or 32red is that they really honour you with their support.

 

[KathyK]

I agree! I sent Intercasino an email and it took 3 days to get an answer. I sent 32Red and email this morning and I had a reply in 7 minutes!! Customer support should be prompt in answering emails. When I email a casino I expect an answer within a few hours not a few days!

 

[Macgyver]

Last kudos to Ryan for solving the problem in less than 24 hours when it took regular CS over a week with no word.

I only wish it wasn't necessary to go to reps when these problems (at least mine) can be solved with adequate CS.

 

[vinylweatherman]

Bonus

If I was told that a 10% cashback on losses was "equivalent" to the $100 bonus everyone else was getting I would look at depositing somewhere else.

I am surprised that even a 10% back on losses has been pulled for those that cannot have the usual 100% bonus. How can ANY country, even China and Hong Kong, "abuse" such a promotion!

With the current situation in the USA, I don't think it advisable for any online gaming operation to be seen to be shutting out the Far East and Asia as this may be the only option for recovery if they lose the States. I doubt Europe will offer the rate of player aquisitions necessary to replace a rapid loss of US players. Excluding the former communist states of eastern Europe will not help either, as when they become fully part of the EU their serial fraudsters will relocate to a "bonus allowed" country and play from there.

 

[wangpoker]

If I was told that a 10% cashback on With the current situation in the USA, I don't think it advisable for any online gaming operation to be seen to be shutting out the Far East and Asia as this may be the only option for recovery if they lose the States. I doubt Europe will offer the "bonus allowed" country and play from there.

good perception!

I believe the gaming operators will treat chinese players fair if USA pass the gamblng ban bill.

 

[GrandMaster]

If I was told that a 10% cashback on losses was "equivalent" to the $100 bonus everyone else was getting I would look at depositing somewhere else.

Actually, the 10% cashback on losses is much more valuable to a skilled player with a large enough bankroll.