Verification Failed (INETBET)

[jimebear]

Hello Bryan,
This is "jimebear" from GG and I met you at Greedy's wedding a couple of years ago.

I feel bad because I referred a friend who is new to online casino gambling, to INETBET. He played (without a bonus) and won over $1200 on his very first session!

However, when it came to verifying his documents so he could withdraw his winnings, they told him his "verification failed" and they were refunding his deposit money.

He is very upset to say the least and says that they are a ripoff and why did I suggest them???
I told him that something negative must be on their data base or something for them to make their decision.
I told them they were reputable and I have never had a problem.
He wants to find out WHAT, in detail, they are basing their decision on? He's afraid someone has stolen his identity or something and I can attest he is in no trouble and hasn't even gambled online before.

My question: Are online casinos mandated to tell you SPECIFICALLY why your verification failed? I do understand why he is upset but I think he would at least feel better if there was a REASON given other than simply your verification failed and here is your refund with no winnings!

Thanks so much and hope all is well with you. Anyone else here in the forum, feel free to advise.

 

[Tirilej]

I would advice him to sign up here and make a PAB. Player Arbitration
You can read about it in a tab above, or maybe tell him to do it because it's a lot to read.

Inetbet is very strict with their rules but they don't react that way without a good reason, and it's not that much money for them.
So to get to the bottom with it he can ask here for help. He maybe won't be told the reason anyway but they will have to tell Max who are dealing with complaints here. If he is innocent he will get paid.

Welcome to CM and I'm sure Bryan will read this too and advice you.

 

[maxd]

Hello,

I handle the Complaints side of things at Casinomeister.com

As Tirilej said, have the person sign on here and file a PAB (links are in my signature). We have a long-standing relationship with iNetBet and should be able to see the player's issue dealt with promptly.

My question: Are online casinos mandated to tell you SPECIFICALLY why your verification failed?

In general no, casino's are not obligated to tell the player anything. However, unless they suspect fraud or multi-accounting or suchlike, they'll usually be reasonably forthcoming.

If they do suspect fraud, etc then there will be no information shared with the suspected fraudster and that's not at all unreasonable: why educate a cheater? Of course this is where we come in: if the player files a PAB then we discuss the case, including the evidence, with the casino and make an objective assessment of the situation.

Regards,
Max Drayman, Complaints (PAB) Manager, Casinomeister.com