Denied payment - Account closed after 1 Year game play

I have submitted the proper documents multiple times they are telling me that I need a clear picture of me holding my id which I have submitted multiple times and it can't possibly be any clearer I have also submitted my address multiple times which keeps getting denied they keep telling me to re-submit the documents to

On 9-19-20 I played on Intertops Red Casino and I hit a big win on a small bet and the game showed this big congrats and a $25 (+/-) graphic but I noticed my balance did not adjust accordingly. So I began to record my game play. I then continued playing and raised my bet significantly and hit another big win of $62.50 and it applied to my purse correctly. Within a few moments I yet again hit the $62.50 win however just like the first time my account did not adjust. So I emailed Intertops proof and provided them all the info that they asked for, including sending them some things four times because they kept losing what I was sending. Yes these people will misplace things all the time and yet we are suppose to trust them with our personal documents? So in any event I was told it would be 24-48 hours to hear back after their investigation and I tried to explain that me waiting for them to investigate an issue that I had zero to do with made no sense, They do not include me on the investigation why am I waiting. They could see the video they also clearly see that I was not credited for the win not only on the video but I’m sure they can see my balance did not adjust on my purses balance as well. But I waited and on the second day I was told the needed another 24 hours when I inquired. It has now been about 30 days and they refuse to Pay me my funds. I’m the consumer of the product, no matter if it’s a software malfunction or a graphics or any other issue , one thing is certain, it’s nothing I as the user could have caused. So why am I being denied my funds that I am owed. You can clearly see the win and the funds not crediting here : https://bit.ly/2SgHF3q

I started the verification process on 3/29/2020 and sent them a copy of my Drivers license, credit card, and a recent electric bill. I had to send these 5 times to four different email addresses: [email protected], [email protected], [email protected], and [email protected]. before they even acknowledged receiving them. Once they finally did that, I was then able to start the withdrawal process. I have now submitted a withdrawal for $1000 3 times and it has been denied each time because they say I need to send them a picture of me holding my id to my face. I have sent them this photo 5 times now and they never acknowledge receiving it. I get this same email from different people each time, this is the most recent one from Audra on 6/10/2020 :
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Dear David,
Thank you for choosing Intertops.
We write to inform you that your recent Bitcoin withdrawal request for $1000.00 was denied, and the funds are currently in your account. The request was denied, as we have not received the copy
At your earliest convenience, we ask that you send the following:
- A picture of you holding your Photo Identification to your face.
Please ensure that the details of your Photo Identification are visible in the picture
This document is needed for additional security measures. Once you have confirmed this information, please submit a new request, so that it can be sent to the Payments department for processing.
If you have any questions, please feel free to ask.
Regards,
Audra 
Intertops Verification Service
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The others came from Jahzmin on 5/6/2020:
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Dear DAVID,
Thank you for contacting Intertops.
We have received your email with the attachments. Before we are able to complete the verification process we ask that you submit a picture of you holding your Photo Identification to your face.
Please ensure that the details of your Photo Identification are visible in the picture.
Should you require any further assistance, please feel free to contact us.
Regards,
Jahzmin
Intertops Verification Service
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Gavin, on 5/12/2020
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Dear DAVID,
Thank you for contacting Intertops.
We write to inform you that your recent withdrawal for $1000 was denied and the funds are currently in your real player account.
This request was denied because we require an additional verification document for added security measures.
At your earliest convenience, we ask that you send the following:
- A picture of you holding your Photo Identification to your face. Please ensure that the details of your Photo Identification are visible in the picture.
This is needed before your payout can be processed. Once the document is received and approved, your request will be sent to the payments department for processing.
Please allow 3 - 5 business days for processing. Some adjustments will then be made to your account, after which you will enjoy further deposits, withdrawals and playing in an easy manner.
Should you require any further information or assistance, please feel free to contact us.
Regards,
Gavin 
Intertops Verification Service
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Marlon on 5/13/2020:
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Dear DAVID,
Thank you for choosing Intertops.
We have received your email with the attachments. We were unable to complete the verification process.
We ask that you kindly scan and email:
- A picture of you holding your Photo Identification to your face. Please ensure that the details of your Photo Identification are visible in the picture.
We look forward to hearing from you.
Regards,
Marlon 
Intertops Verification Service
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And Gavin again on 5/22/2020.
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Dear DAVID,
Thank you for contacting Intertops.
We have received your email however as stated in previous communication we require a picture of your holding your Photo identification not just a picture of your identification. The picture that you submitted of your Photo Identification has been received and stored.
To complete the verification process we ask that you submit a picture of you holding your Photo Identification to your face.
Please ensure that the details of your Photo Identification are visible in the picture.
Should you require any further assistance, please feel free to contact us.
Regards,
Gavin
Intertops Verification Service
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I can see now this is a never ending loop of them saying they never received this photo so they don't have to pay out. I thought them being around since 2007 that I was safe to play there, obviously not, they have been doing this for a very long time.

Hello,
I signed up to Intertops casino in March and played some slots. I had a nice win and requested a withdrawal. They have very low withdrawal limits, so they were paying me 2500 per week. This was going well for a time, but they now have stopped paying the withdrawals. My last 2 withdrawals were rejected, one on the 15 of May and another on the 20 of May.

Live chat only tells me that, my withdrawal is under review and I will be contacted and then they disconnect. In my account history it clearly says it is rejected and not under review. I have not been contacted at all by Intertops. The only communication with Intertops is from live chat who say the same thing even after more than 2 weeks.

I have not played in the casino for some time. I only wanted to withdraw my winnings and not lose it back to the casino. I think they see that I am not playing anymore, so they don't want to pay me my winnings.

Hello , i am a regular player in intertops casino and verified to. Had received all my previous winnings with no problem.
so the problem is on 27/9/2019 i played as always with their bonus code DINO2 , and i am very well familiar with their bonus terms ,
so after i checked that i had finished the bonus wagering with bet 10 per spin i had 5800 euro balance....
i went back to the game and played some more with 25 bet..
On 1/10 i received an email from them :
Dear Ivan,

Thank you for choosing Intertops.

We were unable to process your withdrawal request for US$2500 via Moneybookers, because multiple wagers were placed over the maximum wager allowed with an active bonus in the Intertops Casino.

General Intertops Deposit Bonus offers: 2.6.4 Max bet rule for all bonuses = $10.00. Any winnings plus bonus amounts will be voided in accordance with this max bet rule.

Wagers were placed for US$25 on T-Rex II game.

As a result of the above, your winnings of US$4950 has been confiscated leaving your deposit US$50 to give you a chance to try again.

Should you require any further information or assistance, please feel free to contact us anytime.

Yours sincerely,

Desiree

Intertops Financial Services

So as i said i did not had ANY ACTIVE bonus at the time i played 25 bet on t rex slot....

I asked them to count my bets and confirm that i have not break the max bet rule...

They never replied back to me.

So they send me the gaming history of that day... i will try to explain to you and you have to check with them because the gaming history dont show the deposits i made that day and what bonuses i claimed..

So from bet 1105719796 10 $10.00 $0.00 T-Rex II Base Game 09/27/2019 06:37:38 09/27/2019 06:37:38 SokmaseL651
to bet 1105720396 7 $7.00 $0.00 T-Rex II Base Game 09/27/2019 06:39:05 09/27/2019 06:39:05 SokmaseL633
Was my first deposit on that day and played with Code BEER100 and i lost all my balance.


After that i deposit and played with bonus code DINO1
starting with freespins that coming along with that bonus code.
from 1105720973 25 $0.25 $0.00 T-Rex II Base Game 09/27/2019 06:40:59 09/27/2019 06:40:59 SokmaseL632
to 1105724272 1 $0.02 $0.00 T-Rex II Base Game 09/27/2019 06:49:22 09/27/2019 06:49:22 SokmaseL491
and that was my last bet and lost all my balance.

Now we go to the DINO2 bonus code and i deposit 50 and received 50 that makes as around 3000 wager .
So my first bet was after playing the freespins that come with that code ....
1105725602 10 $10.00 $5.00 T-Rex II Base Game 09/27/2019 06:53:14 09/27/2019 06:53:14 SokmaseL450
and last bet before i play with 25
1105742809 10 $10.00 $0.00 T-Rex II Base Game 09/27/2019 07:42:50 09/27/2019 07:42:50 SokmaseL31
I count them manual and they are more than 370 bets of 10 (aprox 300 needed to finish that bonus wager).... so when i came back and played with 25 that is shown in there i did not had any active bet!
I am attaching full gaming history. their email about the bonus. their terms of the bonus.

Account made 27.05.2016 Deposit with Mastercard € 500 After playing in slot machines and win up to € 3,600 As they no have withdrawal options for cards, neteller was choosen as withdrawal option. Extanded account was requested two photoes near face with id and card, bills, id card. No i they are talking - we don't like you photo, what unprofessional explanation. Account is open, but funds can't be withdrawan. They ask to wait several days, but this several days last 2 week already. I talk on phone 3 times, but still nothing.

i have been gaming almost daily and making deposits of 2500 usd average per month for the past 10-months. i have never withdraw any winning before and now situation became worse. There are 2 problems i encounter recently i only play two games in the red casino TRI-CARD POKER AND SLOTS. few days back while i was playing slots and losing as usual then it came a bonus round free spin of 12 spins when the game got to the 4th spin i was log out of the casino website and a message stating under maintenance. i was shock and very frustrated so i call up the vip hot line and ask what happened to my game and how can they log me out when i am still gaming and they say is normal to have a maintenance for the site. i told them normally the gaming site will display a message to let the players know in advance that a maintenance is schedule on this date and time, so to avoid any inconveniences don't game during that specific date and time. 2nd BIG problem the following day after slots, i went to play on my TRI CARD POKER. I was shocked when i compared two hands of similar cards, both same bet, but the PAYOUT is different. when i look closely it actually spell that pay $6 but i only receive $3. i have attach the screen shot for proof and submit to the vip department. they came back and tell me that is just graphical errors and i received the correct amount in my account. i am very piss still as they do not make any approach of rescuing the situation and still arguing that everything is ok, making me feeling that i am overreacting. i am very frustrated still because i don't know where to seek help and how can i use the proof to admit and compensate my losses, i want to ask the casino to return my money on those bets i played in tri card poker. any advice please let me know...i am very grateful to all..PS; who know how much of my bets have miscalculated too from the beginning

I played at intertops classic casino and received a bonus from them for my deposit. I finished playing and satisfying the requirements like wagering. Then when I request my withdrawal they say that my winnings don't count because I broke a rule about the bet size. They said I could only bet 10 because it says that on their website. But, I looked at their rules before I played and the rule applies to the sports because it is in the sports section of their page. It logcially doesn't apply to the casino. If they meant this to apply to the casino they should have organized it clearly rather than putting it under the sports section. So according to the page I complied with the rules and my winnings are valid. Here is the link to the term webpage and you can see that the rule is in the GENERAL INTERTOPS SPORTSBOOK DEPOSIT BONUS OFFERS http://casino.intertops.eu/classic/en/terms/