Wow! Excellent service from Inet- not

**chuchu59** · 11th June 2008, 07:24 PM

From time to time, we throw tantrums at the casinos after a bad losing streak. I played Baccarat at Inet and I always bet on the Banker. I had 11 consecutive losing hands followed by a win another 3 losses another win and 2 losses. I fired an email complaining of my poor run and enquired about the odds of this consecutive 11-hand losing streak. I had expected some soothing words but the cold reply was 'we dont know the odds of this happening'.

I then sent another email stating that for each hand the probability of a player outcome is slightly less than 50% and the occurence of this is very low and that the casino should know the odds of this occurence. The irritating reply was that he was not a mathematician and only a customer service rep. He further claimed that I had not had a 11-hand losing streak but only 8. I never directed the claim at any particular staff and I was surprised that the casino as a whole cant answer this question.

I was not pleased with this and stated that if they can only notice an 8-hand losing streak they are wrong and should give me a refund of the missing 3 hands. No direct reply was given and they merely stated that there will be no refund as this is gambling and there is no guarantee of winning.

To top this all off, I have been asking them for the Paigow House Rules for 3 months and they simply tell me that RTG hasnt sent these to them yet. As an RTG licensee, is this possible? As a player, I think I am entitled to know. Other than paying promptly, I give a big thumbs down to their support

service.

**bb28** · 11th June 2008, 07:27 PM

I'm curious......what was the name of the CS person? I'm wondering if it is the same one that there have been several other complaints about.

**chuchu59** · 11th June 2008, 08:08 PM

Nameless. Just signs off as Inetbet support.

BTW, they just wrote back to say that there is nothing wrong with the software which I claimed to be. They traced through my records and noticed I had 7 straight wins on banker (must have been several different sessions as it never came to my notice). They now retort that they didnt mention I had control over the software then which implies why am I whining now? They sure know how to irritate a player.

**vinylweatherman** · 11th June 2008, 08:34 PM

Originally Posted by chuchu59

Nameless. Just signs off as Inetbet support.

BTW, they just wrote back to say that there is nothing wrong with the software which I claimed to be. They traced through my records and noticed I had 7 straight wins on banker (must have been several different sessions as it never came to my notice). They now retort that they didnt mention I had control over the software then which implies why am I whining now? They sure know how to irritate a player.

They seem to be losing the plot when it comes to employing and training their CS staff. This seems to be happening more and more often, and is not confined to any one specific casino group.

The wizard of odds website would be the place to go to learn about the odds of these kinds of events happening. He has reviews of most of the softwares out there, and also has walk through guides for calculating the odds of losing/winning x hands in a row of most of the popular games, and how to determine whether the run was "normal" or suggestive of "cheating".

It was this kind of calculation that "busted" English harbour group over the video poker doubling game, which they first claimed was OK until the calculations were good enough to show it wasn't (~30% player win long term, should have been ~50%)

11 losing hands in Bacarrat would probably be considered "normal", but if this kind of run kept on happening again and again for a large sample it would show the game to be controlled to meet an expected payout, rather than being randomly dealt.

**just play** · 11th June 2008, 08:40 PM

The irritating reply was that he was not a mathematician and only a customer service rep. He further claimed that I had not had a 11-hand losing streak but only 8. I never directed the claim at any particular staff and I was surprised that the casino as a whole cant answer this question.

I'm sure someone will be along shortly to say it is a "language problem"

This bugs me more than inet support, when people come here and say something gets lost in translation. It does not, not at inet.

I once added up my losses from THEIR casino banking page and complained and they told me I was wrong and haven't deposited that much and asked where I got my information from....I said from YOUR banking page.

**james01** · 11th June 2008, 09:24 PM

Chances of it occurring are less than 1/1000, But anything *CAN* happen.
Sounds like their CS is completely clueless and probably powerless as well.
If it were my company and I were an honest person, I would have said that while the odds are against that happening, every possible combination will eventually happen, and the casino will give you a "bad break" bonus of some small amount of money to make up for your unfortunate streak.

Then again, there's not really any way to know if they're honest. Is there?

**kakata** · 12th June 2008, 12:51 AM

Originally Posted by james01

Chances of it occurring are less than 1/1000, But anything *CAN* happen.
Sounds like their CS is completely clueless and probably powerless as well.
If it were my company and I were an honest person, I would have said that while the odds are against that happening, every possible combination will eventually happen, and the casino will give you a "bad break" bonus of some small amount of money to make up for your unfortunate streak.

Then again, there's not really any way to know if they're honest. Is there?

IMO you dont need it...