Funds locked as bonus money, support not helping

I would like to make a complaint because this casino no longer pays me.

I won a large sum of money a few months ago. As I spent a lot they paid me 1500 euros in the beginning.

Then only 500 euros per month and it's been 2 months since they stopped paying me, finding excuses.

Thank you for your help.

Also if you Can Ask them to explain why I Can take only 500 euros per month.

Hi. I signed up at Intence Casino. A few days later I received an email about some free spins, I played them and then completed the x150 wager. The maximum withdrawal they offered was 150 dollars. I contacted live support to find out what the procedure was. They told me that I had to upload the documents to verify the account and then make a deposit of 20 dollars to be able to make the withdrawal. My documents were verified and I made the deposit.

I requested the withdrawal of 170 dollars on September 6, and they told me that in a week I would be receiving the money, but nothing happened, then I communicated again and they told me that I would receive it this Monday 19, but I did not receive anything. After the 20 would receive it. Now they tell me that they are waiting for a response, but they tell me saying the same thing and I still do not receive the withdrawal.

The withdrawal is requested by Skrill, I don't know why there is so much delay. I hope you can help me.

Thanks.

I made the withdraw on 09.12.21 from Casino Intense. 170€. Before making the withdraw I contacted chat support to ask how long it takes to accept the withdraw - I heard within 48h.

After 48h I have asked about the delay - I heard that 1it's going to be processed 100% the next day. When I asked the next day - I heard that it's going to be the next day. Now it's 72h (working hours) - also past that term and no money. I got it all in the transcripts that I attached.

This looks like a fraud and if some kind of support won't be shown - I will treat it as such.

Moreover - nobody on the [email protected] answers my email messages - and they should within 24h as they claim. I have sent them screens of the messages - they told me that although the mail address is correct but still they didn't get it.

I wanted to be contacted with the manager or the financial departament but I only got details that Mrs Diana Rodriquez is the manager but also didn't get any e-mail from this person (she should get my complaints VIA [email protected])

I really need Your help.

I have recently been playing on casino intense and found it to be a good casino at first but soon as it came to withdrawing my winnings which equated to €2500 that's when things started to change I sent all my verification such as I'd bank card utility bill they all got approved then I went to withdraw my funds and found that they randomly added a bank statement so I sent it in and it got accepted.

Within a day so then went to withdraw again and it got declined I missed a terms and conditions part my fault, so I sorted it all out to where I can withdraw the full amount and now stuck at this part there making excuses after excuses about why my withdraw hasn't been processed and even accepted they even canceled me bank statement and made me send it in again to then be approved again.

I'm getting promised that it will be accepted soon they promised within the 48 hour period now blaming it on a technical issue I have tried to call them but it doesn't even ring and the live chat people have got a clue what there doing they just throw out false promises all the time STAY AWAY FROM THE CASINO at all costs its not worth the hassle.

I placed a withdraw of €160 euro at casino Intense on 6 February. Support told me it would take 14 days maximum to be processed. After this time I come back to live chat and they say its 14 working days. After that time I went to their LiveChat every day and they keep making excuses. There are many winners this month and I could relax because I will have my money soon. On Friday 26 feb they say you will receive your money in the next week, but I received nothing.

Lots of times on the chat was said: I will take it forward to the relevant department to speed up the process. They really are doing nothing and they don't care for their costumers. I also asked for the financial department to call me, but I never got any help or calls. All my documents were verified when I signed up, so the problem is that they just don't want to pay me. What can I do to receive my winnings? On this day the withdraw status is still Pending.

Hi, I've made an withdraw request 3 january. After the 14 working days I asked about my withdraw and there were nothing to update no info or nothing. Just wait, a week went by and I asked again then on of the customer servants told me that it would be paid that day of tomorrow. Nothing. I asked several times and no info at all. I waited 7 weeks, then servant told me that I have to play an amount which was 100€ and I played it straight away. Nothing happens.

I asked again, the answer was again that I have to play. This time 50€. Nothing.

Now I have played over 500€ of my WINNINGS which still isn't enough. I'm an inactivated player in their books because I didnt play after the withdraw, no one told me to play in seven weeks, hah. And I played 17.1 over 1000€.

This is my third withdraw from this and none of them have been easy or in the promised time. I won such a big amount that I have to do 8 withdrawals more. (max 1500€/week) but already three have taken over 5 months and I haven't got anything from this last one.

I requested a withdrawal of 1000€ on 13th January 2020. Payment terms are 14 working days. When this time passed, I contacted their support email on Wednesday 3rd Feb to chase payment. I was advised to provide my address, bank address, Swift Code and IBAN numbers. These had already been provided during the verification process for which I was approved, but it was insisted that I provide these details again.

Since then no payment has been made, I have had no further contact to say that my withdrawal has been approved and it remains pending in my account. These winnings were not won via any bonuses and I am starting to wonder if they will ever pay me this money.

Hi

I requested a withdrawal on 7th December 2020 from casino intense. A few days were spent getting the correct proofs as it was a bit misleading. After getting this sorted I was advised would be a few weeks. On the 19th December I was using the online chat as still nothing. I was advised that it would be approved and with me before Christmas. Never happened, followed up a few times between Xmas and new year but they claimed they where a bit behind due to the holiday season which I accepted. I got in touch again early jan, but they kept telling me it would be approved ‘in a few days’ ‘within a week’ but still didn’t happen. I have asked multiple times to speak to a manager, always told that no one available, can’t give me managers details and to go through the email support system

After numerous emails, most of which have been ignored, and countless times on the online chat the withdrawal is still pending. No one can explain why, I have never had any management come back to me. Still just being told they are waiting for updates but not to worry. I have asked countless times how I can make an official complaint and the most I ever get is the same email address that is rarely even answered

I can give you details of the pending withdrawal and a few emails they have actually replied to stating the money will be with me shortly

I feel like I have been extremely patient and am at a point where I don’t know what else to do. I would appreciate as much help to get this issue resolved as possible

Look forward to hearing from you

Kind regards

Lee < surname removed >