InterCasino - withdrawl issues

Ruling

Found for the Casino - InterCasino provided proof that this player did set up and self-exclude on the original account. As such we've withdrawn from this issue.

Read our InterCasino Review.

Player's Complaint

hi I need some help regarding this casino. I had deposited funds absolutely no bother and had actually won x amount I can't remember exactly but withdrew at 1st £6000 pound I was told via chat that I could only actually with draw £5000 so I cancelled previous withdrawal and then withdrew the £5000 pound under there advice I sent all relevant i.d and was told my account was verified. The 48 hours had past which my withdrawal should of been dealt with in and I still didn't receive anything to then be told my account is under review I then received an email to tell me that I has breached conditions that I had an another account with a different company within there group of casinos and I had self excluded myself. I would like to point out that this isn't the case they told me that this account was in a different surname and wanted me to confirm my surname even though I had sent in i.d in my surname. So basically they are saying I had opened an account with a different company with a different surname but my card with my correct surname had been used. no I.d had been sent into this said company and it certainly wasn't me so to me somebody has used my card on a site that I have no idea about so to me this is something I need to take up with my bank but they have also pointed out that this isn't a recent account or anything. I have sent them additional documents including birth certificate that I have had the same surname for 31 years. To be honest I don't know why they would think I would set up an account in a surname that I don't have (I don't know what the surname is) because if I won money or needed to verify an account this would not be possible if it isn't my name. I feel like they are just trying to look for a way not to pay. They even put a post on there home page biggest wins of the day and put on how much I won and congratulated me but now I feel like I won't even see this money

Read the casino review

7 Responses

ThePOGG

October 16, 2017

Hi woodsa30 - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

woodsa30

October 16, 2017

that would be great thankyou. I did ask for a manager to contact me too but that's been a no show.

woodsa30

October 19, 2017

so I logged into my account yesterday for my withdrawl status to go from pending to completed I was then told by a member of the team that this meant that it had been processed by the payments team and I would receive my money in 3-5 days. then to be told that in fact my account was under review still and I would receive an email once it was completed. I'm getting so frustrated by their customer service and there contradicting information. I have all screen shots of chats and also cashier history where it has gone from pending to accepted. then this morning I logged on to my account to see if anything else had changed to find they have blocked my account I contacted them and they said that they have closed my account as it's still under review and because I have contacted your self. I have all screen shots of this too. I just can't get any relevant information time scales or anything this is the most fustrating part of the whole situation

ThePOGG

October 23, 2017

Hi woodsa30,

Can you please forward on any emails submitted to InterCasino containing the ID for verification to [email protected]?

Thanks,

ThePOGG

woodsa30

October 23, 2017

I.d as in my I.d?

woodsa30

October 23, 2017

I'm not too sure what you wanted so I have sent all the e-mail's I have sent to them

ThePOGG

October 25, 2017

InterCasino have provided irrefutable proof that this player did set up and self-exclude on the original account. As such we will take no further part in the representation of this player's claim.

ThePOGG