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Intercasino Cashback bonus issue

Ruling

InterCasino are one of the highest rated venues on this site and have consistently shown not just a willingness to engage with us when player problems occur, but also an attitude conducive to reviewing their actions and amending them where appropriate.

Certainly one of the best casinos in operation today.

Read out InterCasino Review.

Player's Complaint

Around Christmas last year Intercasino e-mailed me offers with codes for both Intercasino.Com and Intercasino.Co.Uk as they have done so for a long time. I entered the code first at Intercasino.Co.Uk but received no bonus as it was some kind of cash back offer (so you need to lose to qualify). I deposited £1000 and got lucky turning my balance into £7300 without the use of any bonuses - just my own hard earned cash. At this point I had not entered any other codes or the same code here or anywhere else. So I won, end.

Being on a roll I thought I would try my luck at Intercasino.Com next and deposited $1000. I entered the same code they personally offered to me. There was no bonus at this point either and I lost my cash. At a later date they offered me another code to be used only at Intercasino.Com. This code would release a cashback payment of $200.00 into my account. I duly obliged and the bonus appeared. I lost it. They sent me the code so I guess it was ok to use it.

Now Intercasino have taken the winnings from Intercasino.Co.Uk saying that I used the same code in 2 of their casinos which is a break of their terms and conditions. This means money won fairly and squarely in a caisno has been taken back because I subsequently entered a few digits in a box at a different casino at a later date.

So it doesn't matter what it says in their terms about using the same code in 2 of their casinos because all of this was done without bonus money. Not to mention the fact I won in the first casino I played at.

For what its worth, which is nothing as it doesn't actually matter, the terms for the offer make no mention of not using the same code in 2 casinos:

hxxp://www.intercasino.com/promotions/countdown/

and the link in those terms to the general terms doesn't make this point either:

hxxp://www.intercasino.com/promotions/countdown/

Read the casino review

3 Responses

User icon
ThePOGG
April 19, 2013

Hi jbls1,

Thanks for getting in contact. I'm going to need your username and the email address you use at both InterCasino.com and InterCasino.co.uk.

Once you provide these I'll get in contact with InterCasino and see what I can find out.

Thanks.

ThePOGG

User icon
ThePOGG
April 25, 2013

We've had it confirmed - first by InterCasino then by jbls1 - that after reviewing this issue InterCasino have paid the full win to jbls1.

Once again InterCasino were fast and responsive once we approached them with this issue and the only small delay occurred due to their professional approach to due diligence. After those checks were done there was no further discussion or arguments, InterCasino simply acknowledged that this issue should not have arisen, apologised to jbls1 and paid the win.

Once again I could not be happier with the way that InterCasino handled this situation, and will leave this with a quote;

"No one should be ashamed to admit they are wrong, which is but saying, in other words, that they are wiser today than they were yesterday."

Alexander Pope

User icon
jbls1
April 25, 2013

I have I had a message from Intercasino to say they made an error and didn't realise that I had won the money without using bonus funds and therefore, have reinstated the winnings to my balance and said sorry. I guess we put this down to human error.

ThePogg handled this is a very professional manner - thanks for mediating.

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jbls1 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

April 19, 2013

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