Casino Intense - Player's winnings have been delayed.

To casino guru,

I am submitting this report regarding my experience with Intensity Casino 2 and what I believe warrants consideration in relation to the way its monthly competition and associated winnings are represented to customers, as well as the conduct I have experienced when attempting to obtain an advertised prize.

Background i participated in Intensity Casino 2’s advertised monthly competition.

I placed 4th in the competition, with the advertised prize/winnings for that position being $399.

I am seeking payment of the $399 that I understand I won under the advertised competition.

Attempts to resolve the matter

I first contacted Intensity Casino 2’s Live Chat at approximately 12:00am on 1 October 2026 regarding the payment of my competition winnings.

I repeatedly explained that:

I had placed 4th in the monthly competition; the stated prize was $399;

I was seeking confirmation of when the $399 would be paid; and I wanted the matter referred to the appropriate department, including Finance/HQ.

Despite explaining the same issue repeatedly, I experienced significant difficulty obtaining a substantive response.

I was repeatedly asked what I needed assistance with despite having already clearly explained the issue. On multiple occasions I was told to "please hold on", after which the agent did not return with a meaningful answer.

At approximately 2:00pm, a Live Chat representative named Charlotte advised me that their team was arranging my winnings.

I subsequently continued contacting Live Chat for an update. I sent approximately 12 further messages without receiving a substantive response.

At the time of making this report, I have still not received the $399 or a clear written explanation as to why the payment has not been made.

Competition terms

I have also requested that Intensity Casino 2 provide me with the complete written terms and conditions that applied to the monthly competition I entered, including:

the prize structure;

eligibility requirements;

conditions governing payment of winnings;

any conditions that could delay or prevent payment; and

any specific provision they are relying upon to withhold or delay my $399.

I have specifically asked that, if they are relying on a particular term to refuse or delay payment, they identify that term and explain how it applies to my circumstances.

I have not received a satisfactory response to these requests.

Why I am reporting this

I am concerned about whether the competition and its advertised prize structure are being represented accurately to customers.

My concern is not simply that a payment has been delayed. It is that:

The competition represented that a $399 prize was payable for 4th place.

I placed 4th.

I have attempted to obtain the advertised prize.

I have not received the $399.

I have not been given a clear explanation for the failure to pay.

I have repeatedly requested the applicable competition terms in writing.

I have experienced repeated delays and non-responses through customer support.

A representative specifically told me at approximately 2:00pm that the team was arranging my winnings, but I subsequently received no substantive update.

I am concerned that this may raise issues regarding the accuracy and transparency of representations made to consumers about the competition and its prizes.

I am not asking the ACCC to determine my individual entitlement to the $399. I understand that the ACCC does not resolve individual consumer disputes. I am reporting the conduct so that it can be considered alongside any other information or complaints the ACCC may have concerning the business or similar practices.

Evidence available

I have retained evidence supporting this report, including:

screenshots of the monthly competition;

evidence showing my placing;

evidence of the advertised $399 prize;

screenshots of my Live Chat conversations;

timestamps of my communications;

the name of the Live Chat representative who stated that my winnings were being arranged;

records showing my repeated attempts to obtain an answer;

records of the repeated "please hold on" responses;

requests for the applicable competition terms; and

relevant deposit/payment records.

I am prepared to provide these materials if requested.

Requested consideration

I respectfully ask the ACCC to record this report and consider whether the conduct described raises any concerns under the Australian Consumer Law, including whether representations concerning the competition, prize amount or conditions may have the potential to mislead consumers.

I would also appreciate any information that casino guru can provide regarding the appropriate regulatory or complaint pathway for this particular gambling operator.

Thank you for considering my report.

Regards,

Jordan-Lee Jones

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Dear Jordanj1994,

Thank you very much for your update.

To help me better understand your case, could you please answer the following questions?

• Did you successfully withdraw funds from this casino before?
• When did you first see the advertisement for the competition, and where was it displayed?
• Did you use any casino bonuses, or do you currently have any active bonus?
• Did you complete your KYC verification?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.