Contact for inetbet representative

[BarcoRojo]

Hello all, I have ben trying to contact inetbet abut a payout problem I have had now for more than 2 months. I cannot get replies to my emails and I tried private messaging emily here but have no reply from her either.

Does anyone know what is hapening with this casino and how I can reach someone?

 

[aceking123]

Hi try this hope it helps https://www.casinomeister.com/forums/members/

failing that you could give tom a heads up >>https://www.casinomeister.com/forums/members/

 

[BarcoRojo]

Hi try this hope it helps https://www.casinomeister.com/forums/members/

failing that you could give tom a heads up >>https://www.casinomeister.com/forums/members/

Thank you. It´s funny that it shows Emily as having visited this thread but still she has not responded.

 

[The Dude]

Well, they should have responded. I'll see what's up.

 

[BarcoRojo]

Well, they should have responded. I'll see what's up.

Emily responded now..a ridiculous response but I think she did not read my email so I asked her to recheck.

 

[BarcoRojo]

I have received no further response. Do you recommend I post the argument here or should I do an official complaint? Which is the best way to move forward?

I hope someone can recommend.

Thank you.

 

[maxd]

... Do you recommend I post the argument here or should I do an official complaint?

If you want to take your chances and fight it out with them then post here. If you want the matter resolved swiftly and cleanly then try our PAB service: Player Arbitration.

We've worked with iNetBet for many years, I can promise you that if I take your issue to them they will deal with it in very short time indeed.

 

[BarcoRojo]

If you want to take your chances and fight it out with them then post here. If you want the matter resolved swiftly and cleanly then try our PAB service: Player Arbitration.

We've worked with iNetBet for many years, I can promise you that if I take your issue to them they will deal with it in very short time indeed.

Thank you. I have submitted a complaint through the link now.

 

[maxd]

Yes, PAB received.

Just a gentle reminder that we expect you to have read the PAB FAQ because it does describe your responsibilities and what you can expect from the PAB process. Please pay special attention to the restrictions regarding forum posts while your PAB is active (FAQ section 3.12).

 

[Harry_BKK]

Yes, PAB received.

Just a gentle reminder that we expect you to have read the PAB FAQ because it does describe your responsibilities and what you can expect from the PAB process. Please pay special attention to the restrictions regarding forum posts while your PAB is active (FAQ section 3.12).

Great Avatar Max. Gotta love those Christmas sweaters.

 

[maxd]

Great Avatar Max. Gotta love those Christmas sweaters.

Thanks. Believe it or not I'm actually seeing people around Edinburgh wearing those sweaters, minus Spock's robots of course. That would be too much to hope for.

 

[maxd]

@ BarcoRojo : Hi, turns out your PAB is incomplete and I'll need you to provide ALL the info requested on the PAB form before I can proceed. Please check your email for details.

 

[BarcoRojo]

Hi all, casinomeister ruled against me and I am really shocked. I think it´s completely ridiculous but I will post the full details here so people can be the judge and advise me on the next step in claiming my winnings.

I played at this casino last year and won a small amount in May. I submitted documents and they verified my account. I used Neteller to deposit and they paid my small win to Neteller.

The problem was in June when I had another win, this one much larger for 8000 plus.

This time the casino refused to pay me by Neteller and instead said they would only pay by bank transfer. They asked for all kinds of documents which I provided as best I could.

Then they just disappeared and never replied to me again.

Casinomeister denied my claims saying "The casino has specific rules regarding the times within which you are expected to reply to KYC requests. On at least two occasions you did not fulfill those requirements and as such the casino is fully justified to take the decision they did against you. "

I asked what are these requirements that I did not fulfill but I have not got a reply,

I looked at their website to see what these rules are and the only thing I found was this clause:

"All withdrawals are subject to audit before being processed. At our request the Player will provide us sufficient documentation to prove their identity. This may include copies of government issued photo ID, recent utility bills, credit cards, a signed purchase history and/or other appropriate or notarized documentation. If the Player fails to provide this within 30 days from our request, the account may be closed and any balances void."

Maybe this is why the casinomeister asked me to provide a timeline of the dispute. Here I will post the full timeline.

June 26: Won and withdrew
June 29: I send follow up email because I have not received my payout and have no communication.
July 1 (approximately): I send offline message. No chat available.
July 4: They respond and ask me for "bank details."
July 6: I ask them to send to my Neteller because I used it for deposit.
July 6: They say they only can send wire.
July 12: I send full bank details.
July 12: They now request that I submit a verification form with the bank details.
July 18: I email them the completed verification form.
July 20: No response, I resend bank verification form along with ID and bill even though these were not requested from them and that I had already sent this back in April.
July 20: Now they respond confirming they have received.
July 27: I send follow up email because my wire has still not been received and no communication from them. I ask them "Are the documents verified?"
July 27: They say: "Yes, I can confirm that your account is now verified."
July 27: They send another email asking for a bank statement.
August 2: I send a document from my bank showing my name, account number, etc.
August 2: They reject it saying it's not a bank statement.
August 5: I tell them that my bank does not issue bank statements but send another document which is an official certificate from y bank stating that the account number I gave them previously belongs to me. Also showing my IBAN, SWIFT.
August 5: They simply say "it is not sufficient."
August 9: Again, I tell them that my bank does not issue statements and ask them what would be sufficient for them to send my wire. I tell them that I sent 2 documents showing I am the owner of the bank account.
August 9: They say "You have not sent any document from the bank showing this (ownership of the account)." They say I can get a bank statement online.
August 12: I tell them that there are no online statements for me to download. I resend the 2 previous bank documents showing ownership of the account.
August 15: They say they want bank statement.
August 16: I repeat that my bank does not have statements.
August 16: They say they want bank statement.
August 16: I tell them I went to my bank and asked for original statement and the bank said they do not have. Instead the bank personnel issues me a new document which is stamped and shows I am the owner of the account. I send this new document.
August 19: No response. I follow up email.
August 23: No response. I send another follow up email.
August 25: No response. I pay 2 EUR at the machine for an "Extracto" which is a history of recent transactions showing also my name, account number, etc.

I send many more emails and never receive another response from them until I make the post in your website.

Of course in my opinion this is a ridiculous decision.

One, the casino had already verified my account.
Two, the casino refused to pay me via my deposit method.
Three, the casino continually asked for more documents once I had provided what they asked for.
Four, they refuse to accept documents that I have used before to receive bank transfers.
Five, they disappear without even telling me anything.
Six, they unilaterally say I lose my winnings because of "some requirement" which they do not even bother to tell me what it is.

I'm certainly not done appealing this. Which other steps can I take to pressure them to pay my winnings?

 

[Harry_BKK]

If your records are correct than I cannot see any wrongdoings from your side. You have been in frequent communications with them to try and get their demands for bank documentation satisfied.

From what i read they just did not want do pay you!

Not much more you can do really as they are licensed in Curacao IIRC. Unless you have played on their .eu site, then it will come under EU law and you could try to take them to a small claims court in Spain. I would invest a little money talking first to a lawyer to see what the chances are.

In general RTG casinos are not the best when it comes to complaints as they have no European licenses and can do basically whatever they want.

 

[KasinoKing]

In general RTG casinos are not the best when it comes to complaints as they have no European licenses and can do basically whatever they want.

Although this is true, there are certain RTG operators with a history of doing the RIGHT thing, regardless of where licensed.

Unfortunately iNetBet (although reputable and Accredited) do have a reputation for sticking EXACTLY to their rules, giving no leeway to players.
However, in this case I agree with Harry: sounds like the player has made reasonable efforts to provide the required information, so I am very disappointed about the final judgement from the casino and from Max.

I don't really know what to suggest. The OP could try appealing to Max to see if the door is 100% permanently closed. If so, maybe try another online dispute service like The Pogg or Ask Gamblers... ?

KK

 

[rena35]

I also agree with KK and Harry. I am just a player like the OP and if all is true, I don't understand why he would not be payed. Verified..and Inetbet is notorious for not responding to emails. Now that they have live chat, i do not think it is much better. I hope the OP finds a way to get paid. If i could play anywhere I wanted to, RTG would not be on my list of choices at all.

 

[BarcoRojo]

Although this is true, there are certain RTG operators with a history of doing the RIGHT thing, regardless of where licensed.

Unfortunately iNetBet (although reputable and Accredited) do have a reputation for sticking EXACTLY to their rules, giving no leeway to players.
However, in this case I agree with Harry: sounds like the player has made reasonable efforts to provide the required information, so I am very disappointed about the final judgement from the casino and from Max.

I don't really know what to suggest. The OP could try appealing to Max to see if the door is 100% permanently closed. If so, maybe try another online dispute service like The Pogg or Ask Gamblers... ?

KK

Well, I do not see how they can be considered reputable and accredited when I did not even violate any EXACT rule from their website. In fact they never even claimed I did and have not even provided any explanation or anything. They just disappeared and failed to respond to any of my emails or even my message to their contact on this website until I made this post.


I can send the 4 banking document I emailed them if someone would like to take a look. By the way, Netller also required a banking document to withdraw to my bank account and they acecpted the first document with no problems whatsover.

I tried emaililng Max on February 3 but he has not replied.

 

[Jasminebed]

Maxd is currently away in London still I believe.

I too am surprised, if the timeline you presented is true, it does look like you were doing your best to comply.

The world is changing in how bills and statements are provided. Casinos need to be aware of this and more accommodating in what they will accept.

There's a long history of failed email communications with Inetbet and players. Inetbet saying they did not receive emails players say they sent (and sometimes can prove), as well as players not receiving emails Inetbet claims to have sent.

 

[Steviedoo]

What happened between aug 25 th and December?

Was there any contact

 

[Harry_BKK]

What happened between aug 25 th and December?

Was there any contact

-->

I send many more emails and never receive another response from them until I make the post in your website.

According to the OP they just ignored him!

 

[BarcoRojo]

-->

According to the OP they just ignored him!

Yes, they never replied by email. I could not log on to chat because my account was locked.

I sent emails to [email protected], [email protected], [email protected].

 

[BarcoRojo]

Maxd is currently away in London still I believe.

I too am surprised, if the timeline you presented is true, it does look like you were doing your best to comply.

The world is changing in how bills and statements are provided. Casinos need to be aware of this and more accommodating in what they will accept.

There's a long history of failed email communications with Inetbet and players. Inetbet saying they did not receive emails players say they sent (and sometimes can prove), as well as players not receiving emails Inetbet claims to have sent.

I have all the emails to show the timeline is true and in fact they have never claimed otherwise or anything for that matter.

 

[maxd]

Haven't read every post here but I am jumping in to say that there's good proof that the OP was far too delayed in his responses to KYC requests. The bottom line is that (a) that's a Terms violation and (b) it's a classic sign of fraudsters in action. As I saw it the casino acted reasonably in their decision against the player and that was where the PAB ended.

I would strongly urge readers to take the OP's claims with a grain of salt. I'm not saying there have been obvious lies told here but I am saying that there are very good reasons for being diligently sceptical of the story we're being told. FTR I have re-opened the case and am going over it once more to be certain that we've made the right decision.

 

[BarcoRojo]

The bottom line is that (a) that's a Terms violation and (b) it's a classic sign of fraudsters in action. As I saw it the casino acted reasonably in their decision against the player and that was where the PAB ended.

I would strongly urge readers to take the OP's claims with a grain of salt. I'm not saying there have been obvious lies told here but I am saying that there are very good reasons for being diligently sceptical of the story we're being told. FTR I have re-opened the case and am going over it once more to be certain that we've made the right decision.

Which terms violation?

Inetbet never even claimed I violated a term and I have been repeatedly asking what is this term that was supposedly violated. It has never even been given!

I am begging inetbet to say which term was violated.

Of course I disagree that it is reasonable to unilaterally confiscate winnings and ignore all emails without so much of an explanation and reject 4 documents which show bank details and which other companies have no problem accepting.

Thank you for looking into it again.

 

[maxd]

Which terms violation?

Pretty obvious, no?

You do not have permission to view link Log in or register now.

All cash-ins will be subject to audit before being processed. You have to provide us a copy of your proof of identity, address, copies of credit cards, an approval signed purchase history and/or other appropriate documentation when withdrawing credits. Your proof of identity must match your registered name and surname. If you fail to complete this process within 1 week (5 working days) after our request, your account will be subject to lock out and any winnings and/or cash-in made void. In cases of fraudulent documentation, your account will be locked and all winnings and/or cash-in will be void.

Payments will be sent back to the processor by which deposits were made. Should a different processor be requested a fax back form will be required. In certain cases iNetBet may require players to accept winnings via direct wire transfer.

 

[Harry_BKK]

Pretty obvious, no?

With all due respect Max but if I take the OP's records, and those are only ones that we have seen, there were never more than 5 working days in between communications. And they in fact confirmed on 27th July 2016 that it was all verified only to ask a few hours later for a bank statement. I would think the OP has prove of that!

On the other hand, i think the repeated demand for a bank statement was unjustified especially after the OP provided a signed and stamped confirmation letter from his bank.

Maybe I am all wrong in this, but considering the information I have seen so far the OP has done nothing wrong. It is not his fault if Inetbet need days to answer to an email.

And why did they refuse to pay to Neteller as requested by the OP and which was the source of the deposited funds??? That does not sound right either!

 

[maxd]

The information that I have is that the OP's timeline is not an accurate representation of what transpired. As I understand it there were repeated delays in producing documents which, as previously stated, is not only a Terms violation but a good sign of fraudsterism. Also note that it's the whole process that needs to be completed within 5 days, not the presentation of a given single document.

I'm working on getting a complete and detailed list of those Terms violations. With that in hand a final decision will be made.

 

[Harry_BKK]

The information that I have is that the OP's timeline is not an accurate representation of what transpired. As I understand it there were repeated delays in producing documents which, as previously stated, is not only a Terms violation but a good sign of fraudsterism. Also note that it's the whole process that needs to be completed within 5 days, not the presentation of a given single document.

I'm working on getting a complete and detailed list of those Terms violations. With that in hand a final decision will be made.

Thanks Max for looking at it again!

What I would like to see explained by Inetbet is their refusal to pay the OP to his Neteller account! After all we are being told time and again that withdrawals have to go back to the deposit method. And from the OP's records that looked like it was verified, hence there wasn't a violation of any terms in the first place.

And on the inetbet.eu site they have a different term:

All withdrawals are subject to audit before being processed. At our request the Player will provide us sufficient documentation to prove their identity. This may include copies of government issued photo ID, recent utility bills, credit cards, a signed purchase history and/or other appropriate or notarized documentation. If the Player fails to provide this within 30 days from our request, the account may be closed and any balances void.

 

[colinsunderland]

The information that I have is that the OP's timeline is not an accurate representation of what transpired. As I understand it there were repeated delays in producing documents which, as previously stated, is not only a Terms violation but a good sign of fraudsterism. Also note that it's the whole process that needs to be completed within 5 days, not the presentation of a given single document.

I'm working on getting a complete and detailed list of those Terms violations. With that in hand a final decision will be made.

The thing that jumps out at me is

Payments will be sent back to the processor by which deposits were made. Should a different processor be requested a fax back form will be required. In certain cases iNetBet may require players to accept winnings via direct wire transfer.

If they want to send the winnings by a different method to the one used for deposit, then 5 days isn't really fair. Last time I ordered a paper statement from my bank it took almost 10 days to receive, so if someone can't get them online for whatever reason then more time should be given, as long as all other requirements are done within the 5 days.

Plus, if the casino take days to reply to the emails the OP sent then surely that should be added onto the time too?

 

[maxd]

... if someone can't get them online for whatever reason then more time should be given ...

Yes, in which case you ask for an extension. What you don't do is ignore the casino until it suits you to respond.

The point here is that time = opportunity for fraudsters so that whole side of the KYC process has to carefully choreographed. And it is. Disappearing for stretches of time during the process is a big fat red flag and should rightly be acted upon by the casino.

... And on the inetbet.eu site they have a different term:

Good catch. I'll bring that to their attention. [strike]The OP said he was at the .com site though so the Term I quoted would apply.[/strike] Nevermind, he's from Spain so that .eu Term is applicable, although the OP did say he was at the .com site so ... Obviously still a few things up in the air here.

 

[BarcoRojo]

Yes, in which case you ask for an extension. What you don't do is ignore the casino until it suits you to respond.

The point here is that time = opportunity for fraudsters so that whole side of the KYC process has to carefully choreographed. And it is. Disappearing for stretches of time during the process is a big fat red flag and should rightly be acted upon by the casino.



Good catch. I'll bring that to their attention. [strike]The OP said he was at the .com site though so the Term I quoted would apply.[/strike] Nevermind, he's from Spain so that .eu Term is applicable, although the OP did say he was at the .com site so ... Obviously still a few things up in the air here.

I did not even know there was a difference between .com and .eu. I am using the download app.

Also, it seems very silly to say I have 5 days to verify all this stuff. They kept asking me for things and I would supply them and then they would ask for another thing. Eventually they can just reject something and say oops 5 days have passed. Sorry, you lose your winnings!

 

[BarcoRojo]

I did not even know there was a difference between .com and .eu. I am using the download app.

Also, it seems very silly to say I have 5 days to verify all this stuff. They kept asking me for things and I would supply them and then they would ask for another thing. Eventually they can just reject something and say oops 5 days have passed. Sorry, you lose your winnings!

But from the emails like the welcome email I must have registered at inetbet.eu.

 

[BarcoRojo]

The information that I have is that the OP's timeline is not an accurate representation of what transpired. As I understand it there were repeated delays in producing documents which, as previously stated, is not only a Terms violation but a good sign of fraudsterism. Also note that it's the whole process that needs to be completed within 5 days, not the presentation of a given single document.

I'm working on getting a complete and detailed list of those Terms violations. With that in hand a final decision will be made.

Who has claimed that my timeline is not accurate? Inetbet never presented to me with this. I was asked for a timeline and meticulously went through my emails and typed it out for you which took a long time. Never was this challenged. Never did I hear that my timeline was wrong.

My emails are open for inspection and so are the documents I sent. Inetbet is not even answering or presenting any kind of argument here. Certainly nothing transparent. Why will not inetbet come here and present their case?

 

[Harry_BKK]

Who has claimed that my timeline is not accurate? Inetbet never presented to me with this. I was asked for a timeline and meticulously went through my emails and typed it out for you which took a long time. Never was this challenged. Never did I hear that my timeline was wrong.

My emails are open for inspection and so are the documents I sent. Inetbet is not even answering or presenting any kind of argument here. Certainly nothing transparent. Why will not inetbet come here and present their case?

Frustrating i can understand. But please refrain from posting too much as Max agreed to have another look at your case. Posting too much could be negative.

Check with Max if there is any progress.

 

[BarcoRojo]

Frustrating i can understand. But please refrain from posting too much as Max agreed to have another look at your case. Posting too much could be negative.

Check with Max if there is any progress.

Thank you. I am trying to be patient. It has been 6 months.

Funny that I had a big win at betfair and they paid me within 24 hours.

 

[maxd]

Funny that I had a big win at betfair and they paid me within 24 hours.

There's nothing "funny" about your case at iNetBet. And that case has absolutely nothing to do with your play at Betfair.

iNetBet have perfectly legitimate reasons for being exceptionally cautious with your case and so do I. We've both spent a fair amount of time going over this and continue to do so. If you want your case to continue to be treated seriously and with respect I suggest you do the same: keep your disparaging comments to yourself, at least for the time being.

Once the PAB has concluded -- and yes, it is still very much a work in progress -- then you are free to post here as you see fit, assuming you remain a member in good standing.

 

[Jasminebed]

BarcoRojo, you are very fortunate that Maxd is having a second look at your case. One of the very first rules of the PAB is not to post while your case is in progress.

Please don't jeopardize his efforts on your behalf by continuing to post about your issue.

If you want to post about wins on other casinos, slots in general or other casinos, do so in appropriate threads.

 

[maxd]

Ok, after extensive discussions with the casino people and detailed evidence on the case I'm well convinced that this was a bogus PAB to begin with. The OP has mislead the forum regarding the casino's actions and there is good evidence that he never produced documents in a timely manner, usually taking several weeks and even a month or more to produce simple requests. As previously mentioned this is a tactic highly indicative of the fraudster in action. The other evidence supports that conclusion.

Case closed, OP bootified from Casinomeister.