Casino Intense - Hráč se snaží vybrat své výhry.

Casino scams it's players. Don't recommend anyone to play there!!!! I made a deposit, got the bonus and completed wagering. I know it because there is no active bonus in casino anymore. However part of my money - 635€ - is still on the bonus balance. Casino is aware of the problem and they promised to fix it right away (it was a month ago). I gave up on hoping that casino will fix the problem and decided to try to request the money that was on my real money balance but casino didn't let me. Firstly they asked to deposit 10€ more to enable the method but nothing changed after I did it. Now they are asking me to make a deposit that is higher than 100€. "Is just like moving the money from one pocket to the other and back to the other one " - they say. I have strong doubts that they will pay me after that. Also I am not out of my mind to put more money into this casino considering the fact that 635€ is still bonus money!!!!!!!!

Dear Mull,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do I understand correctly that due to a technical issue you were unable to withdraw your bonus winnings? Could you please advise which exact bonus you have redeemed and confirm that you’ve completed wagering requirements?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello. It was my first welcome bonus I took it from their website. See the picture attached. Yes my wagering requirement was finished but money stuck on bonus balance. Support agent told me it is because of technical issue and it should be fixed soon (25 days has passed). I have also sent you part of the conversation to email but full dialog was not saved unfortunately as we spoke in chat several times.

Thank you very much, Mull, for providing all the necessary information via email. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask Casino Intense to join us and help us resolve the player's issue.

We haven't receive any answer from the casino yet. Please note, if you will fail to respond to us within the next 7 days, we will be forced to close the complaint as "unresolved", which could lead to casino rating deduction.

Hi Mull

We have been asking recently for your details in order for us to pay your withdrawal, but you are not answering my team..

Please respond and we can end this dispute.

Thanks

Hello! Thanks for informing me. I see your email but I would like to clarify what amount of money you are going to send me since the half of my win is still bonus money because of your technical issues

Please reply to the email thread with your details and they will inform you of the amount.

Thanks

Dear Mull,

I would recommend you to follow the casino's instructions for now. Please let us know if there will be any update regarding the case.

Hello, dear Casino Guru representative. Intense casino manager did NOTHING to resolve this case. They replied me that I will receive 620 EUR that are on my real money balance. That was not an issue at all. The half of my money is still on bonus balance with no active bonus. Casino won't tell me how much more do I have to wager despite the fact that I asked them several times. They still haven't fixed it!!!!

Dear Casino Intense,

Could you please inform the player about wagering requirement of his bonus?

sure, its 60x wager for a bonus that comes via deposit & 150x wager for a free spins or free chips.

The player however claims, that he doesn't have any active bonus. Could you please advise if he has any active or not, if so how much more € he has to wager?

There is 635euro as an active bonus and the wager is 60x this..

The bonus is showing 0 as he still has cash balance to use

So the player has to use his real balance first before the bonus balance would appear?

yes

Hi! I have just logged in to casino and I found out that they CLAIMED 10 FREE SPINS for me!!! Also they added 38k wagering for 10 free spins!! Luckily I have a screenshot from when I submitted this dispute where you can see that there was no such a bonus in my profile claimed!! Please check 2 screenshots attached for comparison. Casino is cheating!!

Please help me, this fake bonus is expiring

We are now currently comunicating with the casino about your case. Will get back to you as soon as we find out something. I would also not recommend you to do any actions in the casino for now - don't take any bonuses etc. If you have any new communication with the casino relevant to this case please send it to nikolas.b@casino.guru.

Hi! I haven't made any actions in casino for the past 2 months.

Today I can see that the bonus that casino activated for no reason expired and all my bonus money disappeared , I am really shocked right now. I have no other communication with casino except for the one I sent you at the very beginning

We are now extending the timer as during holidays it takes more time to get an answer. Wish you Merry X-mas.

Merry X-mas to you too!

I've contacted the casino and we are still waiting for a respond. Extending the timer by 7 days.

Dear Mull,

I'm sorry for the long waiting time as we still try to get some info from the casino but seems slower than usualy. We will provide you with answer within the next 3 days.

Unfortunately,

We could not get any specific respond from the casino. I'm really sorry that we could not help you more but as we could not get more information from the casino there isn't much we can do in your case. The complaint will now be closed as unresolved, which could lead to casino's rating deduction. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru

Dear Mull,

The casino has recently contacted us and let us know with a relevant proof that your money has been processed and you have received your withdrawal. Based on the received proof, we are now closing the complaint as resolved. Please do not hesitate to contact us if you will come across any other trouble in the future.

Best regards,

Nick

Casino.guru