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Inet.......The last straw

Discussion in 'Online Casinos' started by me_and_ed, Feb 7, 2012.

    Feb 7, 2012
  1. me_and_ed

    me_and_ed Meister Minion CAG MM

    Occupation:
    Selling out
    Location:
    Vancouver
    I am sure I will get lambasted for this as well a terse response from Emily however I am done with Inet, the lack of customer service is appalling. There are a lot of things if I have issues with online casino's that can wait, the one that cannot is when I make a deposit and it does not show up in my gaming account, I am cool if I can connect on live chat or on the phone and find out what is up, with Inet there is no chance.

    My last 2 deposits via USEMYFUNDS have somehow hung up, I use this funding source often and have no other problems getting immediate credit with any other casinos. The first time was last Tuesday, I claimed the tempting Tuesaday coupon, made dep, money came out of my bank account, recieved email confirmation from USEMYFUNDS, but nothing in my gaming account, I immediately forwarded this email to support at Inet, took approx 2 hours to get my account credited, the original dep was there but no redemption of the coupon even though it was redeemed and you could click on coupon details, emailed support, absolutely no email response. Tonight I claimed the Monday madness coupon, made my dep and same issue happened, went through the same steps, emailed my receipt, as well explained about the bonus from the last dep was not credited and please credit this one, guess what, 3 hours later when they decided to credit my deposit no bonus yet again?? Do they even read my emails, of course they do, this casino is so arrogant, they answer emails when they choose to do so, others they ignore, this is a long standing issue with this place and I am simply fed up.

    I respect the fact that they pay their customers, unfortunately thats all they have going for them, account closed.
     
    2 people like this.
  2. Feb 7, 2012
  3. XOXOXOXOXOX

    XOXOXOXOXOX Let em spin... PABaccred

    Occupation:
    Software developer
    Location:
    O Canada!
    Same thing happened to me, while i was waiting for USEMYFUNDS deposit from last night to be credited manually , the Super Bowl coupon have expired and no bonus was added. USEMYFUNDS (BANK) always worked great before :confused:
     
  4. Feb 7, 2012
  5. me_and_ed

    me_and_ed Meister Minion CAG MM

    Occupation:
    Selling out
    Location:
    Vancouver
    Only at Inet though, the 3 other casinos I play it work flawless, they are not RTG.
     
  6. Feb 7, 2012
  7. takethemoney

    takethemoney Banned User - Chargebacks at Slotastic

    Location:
    Washington
    This is a very good reason for implementing live chat. Trying to stay away from whiny people asking for a free chip is a really dumb excuse not to have it. Trained CSRs can handle such people and as tight as their software is...they could afford such service.

    *live chat should be a mandatory component for being accredited.....and so should a phone number*

    Why Bryan doesn't impose this simple rule on them to remain accredited is beyond me. {{{shrug}}}

    People need fast response when things go awry and you simply can't get what you need with them, when you need it most!
     
    5 people like this.
  8. Feb 7, 2012
  9. bpb

    bpb Banned User - repeated violations of rule 1.14 (tr PABnorogue PABnonaccred

    Location:
    Haverhill
    Email only response would be fine .... if they actually responded to their emails.

    Inet chooses to ignore some non trivial percentages of the email that they receive. They then claim that the fault is of the sender. I've never had issues with email communication with any accredited casino, except for them.

    When I email Bodog, I get an immediate auto-generated response acknowledging the receipt of my email, as well as a reference number to use for future correspondence. I also then always get an actual response in the alloted timeframe. Same with Slotocash.

    So they payout. Great. Lots of other reputable RTG casinos do that, without the attitude and treating you like shit.
     
    1 person likes this.
  10. Feb 7, 2012
  11. me_and_ed

    me_and_ed Meister Minion CAG MM

    Occupation:
    Selling out
    Location:
    Vancouver
    The irony, they cannot answer my emails promptly or at all when it comes to the bonus yet they promplty responded letting me know my account was closed. A forum untouchable for sure, makes me sick.
     
  12. Feb 7, 2012
  13. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    No one is untouchable in this forum. You know this.

    I'm sorry they are not meeting the expectations of what ought to be happening customer service-wise (prompt emails, etc.). I'll flag this thread for their customer service to investigate.

    But really, we don't need another iNetBet bashing fest. Let's opt for constructive criticism, thanks!
     
  14. Feb 7, 2012
  15. takethemoney

    takethemoney Banned User - Chargebacks at Slotastic

    Location:
    Washington
    I think it was constructive and we've grown tired of people not listening. Their business model is too primadona.
     
    3 people like this.
  16. Feb 7, 2012
  17. Nate

    Nate Casinomeister Advisory Group CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    Bryan,

    You know that the 'Constructive Criticism' is never heeded by this group. It's not a bashing fest, these are VALID and real issues being experienced by the membership here.

    They don't respond to other emails but promptly respond that the account is closed:confused: ... I can't believe in this day and age that their behaviour is so primitive towards their players. It disappointing that it just happens over and over and over and over..... with no consequences or the slightest remorse...

    Respectfully,

    Nate
     
    9 people like this.
  18. Feb 7, 2012
  19. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    This is not "valid and constructive criticism", it's just bunk. Look at the number of threads where Inet is routinely bashed, you call that "untouchable"?!? Your comment is trollish BS and should be treated accordingly.

    For all those legions of disgruntled players out there I suggest you try the PAB service, if for no other reason than that's what it's there for. On the other hand if you'd prefer to bitch and moan here on the forums then you're welcome to take your chances.
     
  20. Feb 7, 2012
  21. iNetBet Promos

    iNetBet Promos Accredited Casino Representative

    Occupation:
    Manager
    Location:
    United Kingdom
    Hi All,

    We are aware of an issue with UseMyServices. The tech guys are working with them to try to resolve this at present.

    For some reason when someone is directed to make a deposit our servers are not receiving an answer back from them. Thus the account is not credited instantly. The deposits are having to be applied manually.

    However as we are not receiving any confirmations we do not know until a client tells us that a deposit was made. A member of the accounts team then has to check with UseMyServices for the transaction and apply a manual credit. Hence there may be a slight delay as standard support member does not have access to processor account information.

    Additionally a manual credit is not recognised by the system for bonus coupons. If a client wants a bonus applied then again we can do this manually.

    me_and_ed if this was not done on your account my apologies for this. Please PM me your account details and I can see to it that the relevant bonus is applied.

    Our apologies for any inconvenience this causes we hope to have this issue resolved with UseMyServices shortly.

    Best Regards
    iNetBet Promos
     
    1 person likes this.
  22. Feb 7, 2012
  23. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    While I agree this single quote is a bit out of line this casino has personnel that are very arrogant when clients show dissatisfaction over the way things have been handled. I attest to this myself. It's actually quite funny that Inet, in the post above, shifted the focus on Usemyservices when me_and_ed was obviously displeased with the services the casino is providing.
     
    Last edited: Feb 7, 2012
  24. Feb 7, 2012
  25. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    The problem seems to be down to the slow turnaround of the emails. It takes 2 hours to get the deposit credited manually, and only then does the player find that only half their issue has been resolved, and they have to send another email and wait another 2 hours. There is also the suggestion that this lengthy timescale means that coupons are expiring during the process, and that CS may then be sticking to the rules, rather than showing some common sense and crediting the bonus based on the time the claim was first initiated, rather than when the deposit was credited manually. The CS dealing with the emails are also denied access to some of the information they need to resolve such queries, which only adds to the delay.

    Apart from the issue of ignored emails, there have been complaints where CS have only read the first part of an email, resolved that issue only, and then ignored any other issues or questions in the same email. The player than has to ask again and again over a period of time in order to simply catch up on issues that at any other casino would probably be dealt with in a single contact.

    The ignored email issue needs to be looked into more thoroughly. The current attitude seems to be to shift the blame to the players' ISP, and do nothing about it. The players' ISP will do the same, and blame the merchant's ISP. This is a "catch 22" situation, and does not allow the player to move forward with a solution simply because no party involved will accept responsibilty. This leaves them only ONE option, apply pressure by other means, and some do this by starting a "bashing" thread on a forum in the hope that it will force action that would find out the cause of the problems.

    Even with iNetBet being aware of this issue, and efforts being made to resolve it, this was NOT communicated to players, hence it happened AGAIN six days later on a subsequent deposit, leading to a repeat of the earlier "runaround".

    The result is the loss of a customer that needn't have happened, and probably a gain of a customer by one of your competitors.

    The excuse about phone and chat being unviable because of hordes of players begging for free chips is BS, and almost everybody here sees it. This only leads to the belief that there is another reason, and one the casino wants kept from customers. My thoughts are that email only means far fewer CS staff per player are needed, and this is why email breaks down when an issue arises that affects many players all at once. Other casinos that have email, chat, and phone seem to be able to answer emails FASTER than inetbet, yet inetbet CS do NOT have the distraction of having to switch between different modes of communication, so should surely be able to devote all their time to answering emails, and provide a level of service that cannot be beaten by those engaging multi-tasking CS agents. Overload of CS inevitably leads to some emails not being dealt with, and this not being picked up because of the workload. When the load is light, CS do answer emails well within the advertised timescales, hence we have mixed experiences among players.

    Most players know that when an email cannot be delivered, it "bounces" and returns an error code to the sender that allows diagnosis of the error. Where no "bounce" occurs, it means the email has been delivered to the destination server, and is no longer "in the tubes" of the internet. If it fails to make it from the destination server to the CS desk, the fault lies either with the ISP of the operator, or the operator's own internal network (including human error where CS accidentally miss an email in their queue, and move on to the next, never to return).

    iNetBet's reluctance to return a delivery receipt to confirm to players that their email has been received, and will be dealt with, is rather puzzling. If implemented, it would allow the narrowing down of the causes where problems arise, as no delivery receipt would mean that the email got lost in the internet somewhere, and that the fault did NOT lie with iNetBet. Conversly, if a delivery receipt is returned, and the issue then not dealt with, this puts the blame 100% squarely on iNetBet, so a few might wonder whether the reluctance to implement delivery receipts is to prevent blame being proven to lie with iNetBet, which in turn suggest a lack of confidence in the email only system by iNetBet, let alone the players.

    When this issue was discussed before, a number of changes were propsed to iNetBet that would improve their email only approach. This was a while ago, so how many of these suggestions have now been implemented?
     
    15 people like this.
  26. Feb 7, 2012
  27. AudiManinBoro

    AudiManinBoro Ueber Meister MM

    Occupation:
    Sales
    Location:
    UK
    To be honest Inet deserves the bashing. They are using an outdated outmoded concept on running their business and as others have pointed out in this day and age, the simple service of providing live chat should be mandatory as a condition of accreditation. Having to wait hours and hours for something that could be cleared up in seconds by a trained customer service rep is NOT asking for the world. Im sorry if you cant see that Bryan and Max, but this is a major flaw in the accreditation process in allowing casinos to pick when and how they choose to contact their customers. As for the Inet bashing, a lot of it is bunk but a lot is not and its the not that are causing problems, ie depositing and not being able to correct an issue that 32red would fix in 30 seconds.

    Inet needs to join the real world and no respect intended Bryan if they choose to remain accredited here it is one rule you should add.
    Casinos MUST have live chat. Sorry if you disagree but i think most of your members dont
     
  28. Feb 7, 2012
  29. X-Raided

    X-Raided I'm Beetlejuice Baby! PABinit

    Occupation:
    Philanthropist
    Location:
    Globe-Trotter
    I would imagine that if Bryan really did add a rule stating that "you must have live chat implemented in your
    casino in order to remain accredited and in good standing with CM" and removed iNetBet temporarily from the
    accredited list, INetBet would bring live chat back quicker than two shakes of a jack rabbit's tail.

    Maybe then, I would deposit more with them... Until that happens though, my money goes to Jackpot Capital
    when I want my RTG fix.
     
    1 person likes this.
  30. Feb 7, 2012
  31. Antonia1953

    Antonia1953 Senior Member

    Occupation:
    Forensic Accountant (Private)
    Location:
    The Sonora
    At what point is it fair to the players to warn them about administrative inadequacies? There are a lot of parameters to accomodate the affiliates and casino owners, but what about the people that fund them? I agree, that any public statement should be true and handled responsibly, but I expect affilates and casino owners to do the same. Inetbet has processing and customer service problems. They cannot process a visa debit card transaction, but they claim they can in their endless supply of daily emails...no communication problems there. We know all about what they do well, but they have shortcomings and people have repeatedly tried to advise the forum of them. Some are irresponsible in the way they present the issue, and it is handled promptly by moderators, which is exactly how it should be addressed. Unfortunately, it seems that the only time the reporting of inadequate service is tolerated is during the Baptism by Fire process, which let's face it, anybody can behave for a couple of weeks-even me. What about responsibility in advising players of problems they may face? For instance, if a player has a small budget for gaming and cannot tolerate slow payments, would it not be better to advise them of slow paying casinos, so that they can avoid playing at them? Our expectations of casinos has really fallen into two categories; those that pay and those that do not. Yet a casino that pays can stop paying from one day to the next, and there are always indications of problems prior to their fall. When you say, keep it quiet and we will assist you or take your chances with the forum. What chances are you referring to? The chance of receiving a nasty disposition from an affiliate or a sharp reprimand from forum administrators? The balance of civil conduct goes two ways, or should. When it doesn't, it creates frustration and intolerance- whether it be initiated by the player, or the casino or the forum administrators. Every complaint of bad behavior is an opportunity to highlight good behavior. There is natural balance and there is constructed balance.

    I want to make it clear that I am not interested in triggering any kind of slamfest because it serves no purpose. There are rules and regulations in this industry that will not be changed, whether you personally like them or not. To take the podium based on those issues is absurd and is equivalent to telling a Judge that you broke the law due to ignorance.
     
    2 people like this.
  32. Feb 7, 2012
  33. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    I don't think Bryan is likely to be telling people what services they must offer. That's basically meddling with how they choose to conduct their business and that's not Bryan's MO.

    I think the real point behind the live chat thing is that people are saying the casino needs to be responsive to it's players. In fact that is already part of the Accred requirements:
    So if they are not doing this then they would be breaking the Accred terms, and that would definitely be a PAB-able issue. So where are the PABs? I see a few from time to time but certainly not enough to call their Accreditation into question. And a good percentage of the iNetBet-related PABs I do see are from abusive players who want their bad behaviour to be ignored while they call for sanctions against iNetBet for not giving them what they want. Not going to happen. If you are abusive to CS personnel then you deserve to shown to the door regardless of what your excuses may be.

    As far as I can tell a lot of the iNetBet issues that pop up here on the forum are basically "I don't like how they treat and/or talk to me". Ok, but that's more of a personal thing isn't it? If you don't like how someone talks to you then you terminate the conversation and you vote with your feet. Not to put too fine a point on it but if you perpetuate that relationship then you're as responsible for the problems as they are: it's time to quit your bitching and hit the road.

    Obviously there is a difference between personal style and negligence. What I'm saying is that the vast majority of the iNetBet cases aired here on the forums seem to boil down to being instances of the former -- complaints about their Customer Service style -- and not the latter, namely documented CS negligence. Assuming that's true then it's not an Accreditation issue. On the other hand if it is negligence then were's the proof, and why haven't we seen it show up in the PABs? To date there is no PAB evidence to support such a claim.

    FWIW I'm not questioning the proposal that a lot of iNetBet customers would be happier if they offered live chat. But I am questioning what that's got to do with us. As long as they are addressing player issues per the Accreditation terms then we have nothing (public) to say on the matter, if I understand Bryan's position correctly. As ever his is the final word as far as CM policy is concerned.
     
    Last edited: Mar 7, 2012
    3 people like this.
  34. Feb 7, 2012
  35. me_and_ed

    me_and_ed Meister Minion CAG MM

    Occupation:
    Selling out
    Location:
    Vancouver

    Seriously Max, trollish bashing, how is this, no sense flexing the censorship muscle, this is a forum, there are criteria that you and Bryan preach, one is accesibility, if nobody speaks up how will it ever change, I am not going to PAB for 2 bonuses not being credited. Inet has had numerous complaints, I have never seen anything done about it, same crap each day, the forum members are pretty educated and I believe understand commerce, lets call a spade a spade and move on, there is nothing trollish about it.



    Emily,
    Thanks for the response however there is no sense going backwards now, on at least 3 occasions (I have saved all email correspondence and lack there of) in the past 2 weeks customer service has chosen not to respond (on multiple attempts), my last email yesterday was clear and concise with the same issue and my follow up was not responded, my account closure was answered pretty quickly. My account is closed and will remain that way.

    Regards

    Please tell me when constructive critism has worked in the past to correct their support issues, I am all ears.

    PS: There is no disrespect here, I am just searching for the truth so players may have a better gaming experience than me.
     
    Last edited by a moderator: Feb 7, 2012
  36. Feb 7, 2012
  37. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    You have claimed that the casino is "untouchable" on these forums. An accusation like that casts a dark shadow on the management and moderation of those forums. Since it obviously is not true -- again I say look at all the threads that clearly show the contrary -- then you are apparently simply trying to discredit the site for your own purposes. That is the very definition of a troll and trolls get booted per the Forum Rules, as they should. It's not censorship to do so, it's responsible and necessary forum management.
     
    2 people like this.
  38. Feb 7, 2012
  39. me_and_ed

    me_and_ed Meister Minion CAG MM

    Occupation:
    Selling out
    Location:
    Vancouver
    I am shocked that you cannot see the truth in what I have posted, how can you miscontrue this for trollish behavior, I dont think what I have posted warrants your "damage control", and what on earth would be my motives for discrediting the forum or its management.

    Lets look at the root of the issue here, how many times have you seen communication issue posts with Inet? How many changes have you seen them make? How many times have you rogued or put a warning against a casino for lack of communication, why should this be any different for the player. I personally believe as well would like to think by responses over the years in this forum that Inet has not been held accountable for thier actions when sanctions have been made against others, all I am doing here is stating the obvious.

    I am sorry my words have offended, however my stance remains steadfast.
     
    1 person likes this.

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