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Intertops Casino - Will Not Pay Out Winnings

RESOLVED
Complaint Info
Disputed casino Intertops Casino
Reason Delayed payment
Amount $ 1000
Posted on June 15, 2020

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: docume¬≠nts¬≠@in¬≠ter¬≠top¬≠s.ag, securi¬≠[email protected]¬≠int¬≠ert¬≠ops.ag, [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 :
------­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­-----
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‚ÄČ
Intert¬≠ops¬≠‚ÄČVe¬≠rif¬≠ication Service
------­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­-------
The others came from Jahzmin on 5/6/2020:
------­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­------
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
------­---­---­---­---­---­---­---­---­---­---­---­---­---­---­-----
Gavin, on 5/12/2020
------­---­---­---­---­---­---­---­---­---­---­---­---­---­---­-----
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‚ÄČ
Intertops Verification Service
------­---­---­---­---­---­---­---­---­---­---­---­------
Marlon on 5/13/2020:
------­---­---­---­---­---­---­---­---­---­---­---­-------
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‚ÄČ
Intertops Verification Service
------­---­---­---­---­---­---­---­---­---­---­---­---­-------
And Gavin again on 5/22/2020.
------­---­---­---­---­---­---­---­---­---­---­---­---­-------
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
------­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­-----
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.

Posted on June 15, 2020

Hi David,

Thank you very much for your message.

Could you please send the username of your Intertops player account to affili­ate­@in­ter­top­s.eu, thank you!

We¬īll be happy to find out what the issue is and come back to you shortly.

Best regards,
Your Intertops Affiliate Team

AskGamblers
Posted on June 15, 2020

Dear Intertops Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on June 16, 2020

Hi David,

In you complaint, you write: "...saying they never received this photo so they don't have to pay out". If you read the e-mail of our support thoroughly, it says: "The picture that you submitted of your Photo Identification has been received and stored."

However, our risk team is asking you for submitting a picture of you holding your Photo Identification to your face. Could you please be so kind to send this over that we can start paying out your winnings, thank you!

Best regards,
Your Intertops Affiliate Team

Posted on June 16, 2020

This is what I said: "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."

Nobody actually responded to any of the 5 e-mail replies that included a picture of my face and my id card. So, You are NOW saying that the photo was not good enough?? This makes no sense to me since my face and my id card are clearly legible. I will take another photo and send it in right now. Why I need to is beyond me. I just sent it to your email "docum­ent­[email protected]­nte­rto­ps.ag" with the header of "Photo of me holding my ID" at 10:02 am CST. I asked in the email that you respond to it saying that you have received it.

What I and many others on this site would probably like to know is why you even need it?? I have played many different online casinos for over 20 years, not one of these have ever asked for such a thing. 99% of them ask for a copy of a photo Id, a copy of the credit card used on the site, and a current bill with your address on it and on a rare occasion they might want to speak to me on the phone. What makes your casino different to all these others?

David

Posted on June 17, 2020

Hi David,

I am happy to confirm your account has been verified now. Please feel free to request your winnings!

We sincerely apologize for the delay!

Best regards,
Your Intertops Affiliate Team

Posted on June 17, 2020

This sounds promising. I have received an e-mail now saying that I have been fully verified and how sorry they were for the delays:
______­___­___­___­___­___­___­___­___­___­___­___­___­___­___­______
Dear Customer,
Thank you for contacting us. We have received your e-mail.
The COVID-19 Pandemic has caused unanticipated delays in our document processing tasks. Due to the impact of this situation on our office operations, our response time is currently longer than normal.
We are grateful for choosing us as your gaming brand and apologize for the inconvenience this might cause you. Please know that we value your time and are taking continuous action to minimize delays.
In the meantime, we appreciate your patience and understanding while we do our best to provide you a safe an entertaining customer experience.
Take care and stay safe.
Sincerely,
Documentation Team
------­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­-----
Dear DAVID,
Thank you for contacting Intertops.
We have received your email with documents attached. Your account has been updated and documents approved.
If you have any further questions, please contact us and a Customer Support Agent will be happy to assist you.
Regards,
Jamal‚ÄČ
Intertops Verification Service
______­___­___­___­___­___­___­___­_____

I have resubmitted the $1000 withdrawal and I will update this complaint if something further happens.

David

AskGamblers
Posted on June 20, 2020

Dear @davidp5219,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posted on June 20, 2020

Well I submitted the $1000 bitcoin withdrawal on 6-17-2020. Their website says it takes two days after it has been reviewed. I have not been paid yet! Its not surprising to me that they are taking longer than normal. Quite frankly, I will be surprised if they actually pay me. I will update here as often as you like but there is nothing to report until they pay me.

David

P.S. Why did you post this on the thread, now their time has been reset to respond, they had around 25 hours before you posted this.

AskGamblers
Posted on June 22, 2020

Dear Intertops Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on June 22, 2020

I can confirm that I was paid today. Thank you to AskGamblers.com for making this happen!! We can now consider this matter closed.

Thanks again,

David

AskGamblers
Posted on June 22, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Intertops Casino Complaints

  • 5 of 7 resolved
  • 2 days avg response
  • 2 weeks avg complaint life
  • 4,587 USD avg amount

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