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InterCasino - Balance of 65,000 euro missing, getting hard time with verification

RESOLVED
Complaint Info
Disputed casino InterCasino
Reason Verification issues
Amount € 65000
Roger123 France
Posted on August 8, 2017

Hi,
I am registered at InterCasino since may 2017 with my email-adress (my login name) which is roger.r­ei­ner­[email protected]­otm­ail.com. My username is Roger123. The registration at their site was without a problem i made many deposits and my losses were about €8000. During this period they sent me 2 reminders for needed documents (visa card copy, copy of my ID card, and a document proovong my adress.) As i hadn't done one sole withdraw (in fact i did one but i reversed it) i wan't in a hurry to suit their request. 3 days ago i got another reminder for these documents and as i am on hollyday i asked them to wait until august 10th. I was answered that there was no problem. So this OK for me i made a deposit (€500 i think) 5 days ago and i fell in an incredible luck-streak, and believe me or not, i got up to 74K in only 5 days. Considering this i fullfilled their document request (from my holyday location it was more than difficult) but they didn't accept my adress document (i had sent to them a copy of my last electricity bill in .png format, it was rejected telling me that it was a screenshot and they wanted a true copy of the original, then i sent to them a real copy this time in jpeg format of my cars insurance card and finally a true copy in jpeg format of the above electricity bill. As i began to have doubts about them i tried to make a withdraw today. I tried 65K and i was told that only 10 K were allowed at once. Ok i did a withdraw for 10K. (I did not get a confirmation email) Having not recieved an answer for their document request i asked them if everything was Ok and i was told that the adress confirmation document was just a screenshot and the wanted a true copy of the original (wat's the difference?) As i told you above i sent them 2 other documents certifying my adress (i have used exactly the same documents and copy files on pokerstars and on Casinoonnet and there was not the slightest problem). As foreseeable i got no answer on my repeated enquries. Now comes the worst: i returned to their casino site and as i logged in i was immediately redirected to a page with their terms and conditions and i also noticed that i wasn't really logged in as the log in tab remained on the main screen (usually it should disappear) I also noticed that i couldn't have access to my withdraw history and i couldn't make a deposit either. Nevertheless i managed to see my account which had dropped from 65K to lousy 10k. (And i don't even know if this is play or real money). I asked for an explanation but of course they didn't give any answer. So i got no answer if my documents were alright and i got no explanation why i cannot use my account anymore and why 65k have gone bananas. I don't qiute understand this behavior of a well known and well renowned casino. Can you at least give me please an answer as intercasino has become suddenly very silent.
Best Regards

Posted on August 11, 2017

Apologies for the delay in our response.

I’ve checked your account and I see that while you were asked to resubmit part of the verification documents as part of our KYC procedure, as soon as those were submitted and your account verified, your withdrawal was processed and you were notified of this by one of our account managers. I see that this was done the day after you requested the 10,000 withdrawal.

Further review shows that you did also experience a login issue around the same time. We had updated our T&Cs and players were asked to read the updated version and accept it before proceeding. Due to a temporary technical issue, some players like yourself were unable to accept the terms and log in on certain devices. However, when you accessed the site from another device later that day, this solved the issue and you were able to then log in and proceed with playing with your remaining balance of around 64,000.

Your account is now fully operational, verified (so your future withdrawals should go smoothly) and I see a bonus was also issued in your account the other day, which you can simply log in and play.

We hope that this clarifies the matter and that we are able to close this issue. If you have any other questions regarding the matter or your account in general, please feel free to contact us.

AskGamblers
Posted on August 15, 2017

Dear @Roger123,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

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