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Intertops – casino unfairly closed my account

Ruling

Found for the Casino - Intertops have provided sufficient evidence to demonstrate that this has breached terms of use in a non-redeemable fashion.

Read our Intertops Review.

Player's Complaint

Hello dears, please, your help to verify my case. Intertops was unfair to me.

This past April 25 I deposited into Intertops casino and had a nice win playing the slot machines. I ended with a balance of $37,700 dollars. Intertops had previously requested me to send them my ID, a bill, and later a selfie with my ID. I sent them everything and they paid me a withdrawal of $2,500.

However after this large win they asked me again to send in my documents (May 1), which I promptly sent. They then specified that they need me to send a passport (May 5). I explained to them that I do not have a passport, and that with my country being in quarentine it is not possible to get one right now either.

They then requested that I send them a more recent photo of my ID card and another selfie (May 15), which again I promptly sent. They said they received my email and updated my account (May 19), so I thought everything was in order. I then requested another withdrawal and waited for it to be sent to me. I later see that my withdrawal was cancelled and I had not been contacted by Intertops.

After contacting them again, they requested again that I send them my ID and selfie (June 2), which again I promptly sent.

I did not receive any updates from the casino until June 15 when they told me, "According to point 1.1.6 of our Terms and Conditions " Intertops reserves the right to close the account of any customer at its discretion, especially if no valid identification documents can be provided."

Confused I asked them what they needed that I didn't provide. They responded "Your account has been reviewed, and the decision has been made to permanently close your account, as it did not pass our security checks. This decision will not be reversed."

I provided the casino everything they requested promptly. With the excpetion of the passport that I didn't have, and am unable to get now because they government offices are closed here due to the pandemic. To say that I did not provide them with valid identification documents is a lie.

Read the casino review

4 Responses

ThePOGG
Jun 22, 2020

Hi rosbaque - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

rosabaque
Jun 23, 2020

Good afternoon, anything you need, from the emails and proofs necessary. I am at your disposal.

Thank you
[EDIT]

rosabaque
Jul 01, 2020

Hello The Pogg, any questions or documentation queries here I am. Thanks again.

ThePOGG
Jul 03, 2020

Intertops have provided sufficient evidence to demonstrate that this account has breached the terms of use in a non-redeemable fashion. As such we will take no further part in the representation of this player's claim.

No further posts will be approved on this thread.

ThePOGG

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Agreement

rosabaque 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:

  • Intertops
  • Kahnawake Gaming Commission
  • International Gaming and Entertainment Ltd

June 20, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.