Everygame Casino: When someone refuses to pay you, you at least deserve an explanation

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Gambling Grumbles Report

Everygame Casino

When someone refuses to pay you, you at least deserve an explanation

by Steve Russo
November 2018

Gambling Grumbles violated one of its own rules in this case -- we feel that a casino should be able to answer an inquiry within a week and both the player and those reading our reports deserve to know what, exactly, happened.

In this case, we held off writing the report for almost double the time because in a series of exchanges of emails with Intertops we hoped to get a full explanation. The casino did tell us some things, but they were "off the record", meaning that we could not pass the information on to either the player or our readers. On one hand, we will always respect a confidence but on the other hand, we cannot take into consideration anything that is off the record when we write the report.

Why? For several reasons. Firstly, we feel that the player deserves a full explanation of why he is not getting paid. Secondly, if a casino is not paying then our readers need to know why -- in order to decide whether or not they want to play there.

It is not helpful for us to write a report saying, "the casino told us why, at least in part, and told us we cannot pass it on". For our purposes, the player's purposes, and those of our readers. that information is completely worthless.

Hence, we originally put up a "Skull and Crossbones" icon on this (and another) report. In the end, Intertops gave us more complete information, not "off the record" and we will are able to update these reports.

Edward N of Colombia told us that in February of this year he deposited 160 GBP, received a matching bonus, and cashed out at 52,369 GBP. He was paid 30,000 GBP of this in installments and suddenly the payments ended.

"One day in October I was not able to access the Intertops casino cashier," he said. "I tried for many days but always had the same problem. I found out it was a problem with my country of Colombia not having access to the casino. I used a VPN and I was able to access my account to request a withdrawal.

"I then received an email from the casino on 17 October:

'"We are contacting you from Intertops Risk Management. During a review of your account, it was noticed that your recent activity is coming from a different location other than what is registered on file. Please respond to this email with an explanation for the difference in location. We look forward to hearing from you soon.'

"I replied the next day telling them what happened:

“'It is not possible lately to access Intertops.eu Red Casino from Colombia due to government regulation so I had to bypass it.'

"Then they replied very soon after:

“'We appreciate you taking the time to provide us with this explanation. Your payout request has been sent to the payments department for processing.'

"I did not receive that payment and then a few days later I receive this email.

“'We are contacting you from Intertops Risk Management. Your account has been reviewed, and the decision has been made to permanently close your account, as it did not pass our security checks. This decision will not be reversed. In the event that a new account is created under your name, it will be closed'".

He said he can no longer access his account at all nor receive the remaining 20,369 GBP.

Intertops not only told us that Edward was in violation of its T&Cs which says "Only one Intertops account may be opened per customer, per household, per shared computer and shared IP address. For the purpose of clarity, no more than one Intertops account may have the same home address attached to it. Intertops reserves the right to close any account, void all bets and refuse the payment of any bonuses or winnings at its discretion in this regard" but showed us proof of that by letting us see records that his account is not only linked by IP address, but also linked via cookie (machine ID) with two more customers.

The other two players, who are also from the same city in Colombia as Edward, were revealed in those records. To protect their privacy we will not identify them on the Internet but Intertops gave us permission to tell Edward their names if he asks for them.

Intertops Casino is licensed in Antigua & Barbuda and Khanawake

At Gambling City, we want all of our members to gamble responsibly, wager within their means, and to be aware of the advice and information available which can prevent irresponsible gambling.

eCOGRA has listed GamblingCity.com as a Reputable Gaming Portal

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