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Hello, I am in a very complicated situation with Intense Casino. After spending quite a large amount of money there, I finally won a sizable sum. I had three initial withdrawals of 1500 euros with a wait time of two weeks each, and suddenly my withdrawal amount was reduced from 1500 to 500 euros...with even longer delays. Now, I am waiting for my fourth withdrawal and I have received no updates from the casino, no live chat responses, and no returned emails. Their behavior is truly unacceptable.

Bonjour ,je me trouve dans une situation très compliquée avec casino intense ,après avoir dépensé de belles sommes chez eux j'ai finalement gagné une très belle somme ...j'ai eu 3 premiers retraits de 1500 euros avec un temps d'attente de 2 semaines et brusquement je suis passé de 1500 a 500 euros ...avec des délais très longs ,et maintenant je suis en attente de mon 4 eme retrait et plus aucune nouvelles du casino ni de chat en direct et les mails sans retour .ils ne sont vraiment pas corrects c'est inacceptable.

Dear tonio020,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Intense.

I checked the terms and conditions of the casino and I found this:

5.10 The minimal amount for withdrawal is 100€. A maximum of 1500€ can be withdrawn per week, with the exception of VIP2 (Skilled) players who may withdraw a maximum of 1000€ per week, and VIP1 (Beginner) players who may withdraw a maximum of 500€ per week. The casino has the discretion to increase or decrease the amount of the withdrawal limit.

Could you please explain how the casino justified its decision to reduce your withdrawal amounts to 500€ per transaction?

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

Best regards,

Tomas

Hello and thank you for the quick response! I am VIP 3 (veteran) normally I should be able to withdraw 1500 euros per week, which was the case even if it is never really a week rather 12 days so 3 withdrawals per month, so with my fairly significant earnings I find that it's an insult for the customer to have to wait so long for so little, I received an apologetic email yesterday to tell me that the casino was late in payments....3 weeks to receive 500 euros so that I have to collect 6× ***... Years and years. no respect for the players it's shameful

Bonjour et merci pour la réponse rapide ! Je suis vip 3 (vétéran) normalement je devrais pouvoir retirer 1500 euros par semaine ,ce qui était le cas même si ce n'est jamais vraiment une semaine plutôt 12 jours donc 3 retraits par mois ,alors avec mes gains assez important je trouve que c'est une insulte pour le client de devoir attendre aussi longtemps pour si peu ,j'ai reçu un mail d'excuse hier pour me dire que le casino avait du retard dans les paiements....3 semaines pour toucher 500 euros alors que je dois encaisser 6× *** ... Des années et des années .aucuns respect pour les joueurs c'est honteux

I understand your frustration, before we contact the casino, please forward any relevant correspondence between you and the casino to my email at tomas@casino.guru

I'll await your message.

Thanks Tomas 👍

I sent you email al ready with some screenshots from them .

Have nice day

Thank you very much, tonio020, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello tonio020,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I can understand your frustration and agree with you that the payouts are really low, the casino has mentioned the limits in its T&Cs, and we have already penalized the casino for these low withdrawal limits.

I will contact the casino to see if we can help.

We would like to invite Casino Intense to join the conversation.

Dear Casino Intense,

I understand that you, like many other casinos, generally use withdrawal limits to protect their cash flow. However, the limits should be set in a reasonable manner, not having the player wait a couple of years to receive their winnings. Can you please explain why the player's withdrawal limit was lowered when the player had a VIP 3 (veteran) level?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear tonio020,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Gaming Authority (complaints@gaming-curacao.com and info@gaming-curacao.com) and submit a complaint to them. Although it looks like the casino license is not valid anymore, it still might be worth it to submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru