Inet.......The last straw

[vinylweatherman]

Inetbet does need to work out this "support" issue. It's costing customers and money.

I have made a personal decision that if a casino doesn't respond to my emails then I won't play there. If you don't have the common courtesy to respond to me then so be it. I have sent numerous emails to Inetbet in the past and have got no response. That being said when they actually respond to the emails I sent last time I will play there again. It's only been over a year so I don't have much hope.

The "ISP problems and email issues" are excuses (BS if you will) and people are tired of hearing it. If an accredited casino has to make excuses for it's business then it's a serious red flag to me. It makes you wonder what is going on in the backend of the business. If you payout in a timely fashion that's great and I am happy. If you can't respond to an email, provide live chat, or offer a phone line for your customers that makes me wonder what's going on behind the scenes. Something isn't right IMO.

I have sent emails that have been responded to. Most have not though. I am thinking these people are on a shift or something. They come into a house at a certain time and respond to emails and some get a fast response others get nothing. If your responding to an email many hours later the person will be pissed, or have gone elsewhere by then so it's easier to just delete. The last email I sent (that was responded to) I got a five word response back on. Not very professional.

They don't offer live chat for a reason. It has nothing to do with freeloaders, beggars, or whatever excuse is thrown. As someone put in another thread you just tag your live chat window with "no free chips can be given via live chat" and that is solved. The real reason is because live chat (usually) requires more than one person - who has to be there 24 hours a day. It's a cost factor. Is it they don't have the money? Or they don't want to spend the money? People tend to speculate in matters like this.

This thread will end up going into rough seas and getting out of control. These threads about Inetbet and support usually do. My advice is if people don't like the options then don't play there. You work hard for your money and you have many choices to play online. Inetbet can make all the excuses about support they want but if you continue to deposit here your only allowing them to continue to get away with offering sub-par service.

This illustrates the problem. It is clear that some emails NEVER get dealt with, yet all we hear are blame shifting excuses (it's your ISP, your PC isn't sending them, etc). This might be true some of the time, but what about the other times where players have run tests and found nothing wrong with their emails getting out to other places, and see the problem is only that their emails never reach iNetBet. It is hard to believe that a problem their end could be so very specific that only their emails to iNetBet fail to get through. The more logical conclusion is that there is something at iNetBet's end that causes their emails to fail to make it to the CS desk, or that CS staff fail to read them and reply. The ONLY way to chase up a non-reply is to send another email, but in some cases this chaser also fails to get through.

I doubt a reply after one year will be of any use, so it can be taken as evidence that the issue was ignored if it was one that needed a reply.

Things would be much worse if iNetBet didn't operate forum reps, as many issues related to email problems only get addressed via the rep here, or through CM.

The problems seem to go unchallenged because many players just give up trying and move elsewhere, and do not bother to PAB over such an issue. This means that there are no actual case studies for Max to investigate and find out what went wrong in specific cases. With only tales of woe on the forum, there is no hard evidence that warrants a removal from the accredited status for breaching the customer service standards.

If aggrieved players want action, as well as closing their accounts, they should PAB about the issue that drove them to this so that case studies can be built up to see where the fault lies.

iNetBet are not the only casino to have persistent email problems. My experience is that Jackpot Factory are much worse than iNetBet for "losing" emails from players, but they DO also have phone and chat, so it is not such a problem to chase up an issue that has been ignored when sent as an email.

iNetBet has decided to rely 100% on email, a system that is known to be unreliable as a means of "mission critical" communications. They are setting themselves up for these problems, and inevitably tempers fray and we get another "bash iNetBet" thread, triggered by a poorly handled CS issue that has been allowed to escalate because the player has been unable to get any kind of responce in what he feels is a reasonable timeframe.

[inthedesert]

The problems seem to go unchallenged because many players just give up trying and move elsewhere, and do not bother to PAB over such an issue. This means that there are no actual case studies for Max to investigate and find out what went wrong in specific cases. With only tales of woe on the forum, there is no hard evidence that warrants a removal from the accredited status for breaching the customer service standards.

If I have a question about a bonus or something in that regard (simple) then to PAB would be a bit extreme. For anyone to have to PAB to get an answer to an email I also see as extreme. I don't feel it's fair to CM to file a PAB because I can't get a response to an email from a casino. Then CM would be doing the job of the casino.

Inetbet has pointed the blame for it's delayed (or non-existant) responses for a long time. They know the problem is happening. They are aware. It's an ongoing issue. If they cared about their customers they would fix these problems instead of making excuses or avoiding the situation. If Inetbet is accredited or not isn't my decision but the end result to play there is.

iNetBet has decided to rely 100% on email, a system that is known to be unreliable as a means of "mission critical" communications. They are setting themselves up for these problems, and inevitably tempers fray and we get another "bash iNetBet" thread, triggered by a poorly handled CS issue that has been allowed to escalate because the player has been unable to get any kind of responce in what he feels is a reasonable timeframe.

I agree. The issue of "missing emails" will always follow Inetbet until they deal with it head on. Everyone will argue on what "reasonable time frame" is but if you use email as your only support option it should be fast. I think an hour is fair enough for a response time. Especially when your responding with one sentence responses.

[footdr]

Try emailing "manager@inetbet.com" attn: Emily

also, try emailing through the website by clicking on contact us and filling out the form. I haven't had any problems with responses anytime recently.

I am not saying that particular players may be having the problems they state.

Also, when I have contacted the rep here, I have always had a response to my original emails almost immediately. Strange but true.

[silcnlayc]

I will say this in regards to live chat. Whenever there is an issue, it is taken care of 99.9% of the time in less than 30 seconds for me. Sometimes it is a missing deposit (not credited) sometimes I can't log in (casino is down) . I mean it really is a very simple thing to let players know you care enough to give them this peace of mind, I believe. Think of all those unanswered emails that go on and on for hours on end, backed up .....why? When it can be dealt with quickly and efficiently.

Not everyone wants a bonus. Just someone to be there when there is a need for an answer at the moment.

There would be no backlog of players waiting hours to find out that the casino is down or the missing deposit is found or in other cases, the missing bonus can be given within seconds by support in live chat. Doesn't it bother you even a little that you would rather be a casino many want to avoid over this one thing?

Lets do this...we go to a cashiers window in the casino and there is one person behind the window.....she has 50 in line waiting to get help from her....

Now, we say the heck with that and we go down the street and here is another casino...with all 5 windows open, no one waiting in line and we stroll right up and ask our question, then satisfied with the quick service...we hurry to the nearest machine and plop down and start to happily play all within a few seconds....all the while at the other casino, there are now over 75 in line waiting...hmmm..which one would you choose to play at???

It benefits both parties to be communicative I believe. The reasons given is not viable at all for not having live chat...JMO..

.

[footdr]

I just wonder what there reason is for not wanting to provide it. I would guess that Number 1: they would need to hire more employees
but in response to that I would say you need no more employees to answer a live chat then you do to answer emails but responding to a live chat may take quite sometime if you only have one employee answering both emails and live chat. I think they only have one employee working to answer emails.I could be wrong and if I am perhaps their rep will provide the correct information.

I seriously can't think of another reason as providing live chat surely wouldn't be much of an additional cost, software wise. It is not as if they are providing a Toll free number as the majority of other RTG's provide.

Therefore, as a business person, I would suspect the total reason is that they don't want to spend any additional money to provide players with better customer support.

On the flip side, CS aside, they are one of the fastest payouts that U.S. players have.

Take the good with the bad or don't play there. IMO

[Nate]

I signed up with Inetbet a few years ago, like many Casinos, it might take a year or two for me to try them out. I sent documents, never got replies (Yet very other Casino confirmed they received the SAME batch of documents). When the docs eventually reached them, they had some other excuse or requirement so I gave up and closed my account.

Constructive Criticism was the answer in the last thread - Nothing Happened. We will have another 20 threads about this and it will remain the same.

An auto reply system COULD be implemented - It has not. Inet continues to ignore pleas for live help. They will not change their stance.

The reality is, you are beating a Dead Horse and with all due respect to Inet, they are stubborn and won't budge.

Nate

[takethemoney]

I can't believe the operators are so inept as to not realize that a player wants immediate response. I can't count the number of times I have gone off and made a deposit elsewhere, where I felt I would not get my questions answered in a timely manner at iNet. When I have time from work to play, my time is like gold, as far as limited gambling time is concerned. I want to play now and I want answers and service now. If I feel I cannot immediately get them, I won't waste my time there, but I will go play elsewhere. IMO, they are only shooting themselves in the foot. Also, it's clear from their most recent and past responses that they simply DO NOT CARE. Rookie move, if you ask me. I'm gonna spend the money, but apparently they have too much of it and don't need mine. We spend money, some of us a lot of it. We may demand service and casinos would be well advised to provide it. Without us players they have nothing. Unfortunately, too many of them have adopted an arrogant attitude and it is almost like they forgot where their fortunes have come from to begin with.

We should be showing them our tail lights, not our deposits.

[Nifty29]

An auto reply system with ticket numbers would be a good step forward IMO.

[maxd]

An auto reply system with ticket numbers would be a good step forward IMO.

Really?!? I detest those auto-reply systems. Way too often they're just another screen for lazy-ass operators to hide behind.

Just out of curiousity what would you say they contribute to the complaints process?

[Nate]

Really?!? I detest those auto-reply systems. Way too often they're just another screen for lazy-ass operators to hide behind.

Many of the complaints against Inetbet are related to people being unsure IF the Casino received the email in the first place. I think its a starting point and will at least let the players know their mail was delivered.

Nate