Inet.......The last straw

[Nifty29]

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?

Well, I think the autoreply feature, if date and time stamped, is an excellent way to measure actual response times from a business.

One of the main gripes in this threads seems to be that some emails get "lost" or are claimed to be "not received" by the casino. If an email is not received, there will be no autoreply, and the customer will be able to use another email. If it is received, then the customer has the right to expect a timely reply.

Some players are complaining that only selected emails are being answered. If there was an autoreply, then it would look pretty bad for the casino if a response was not forthcoming, and the player would have evidence of being ignored and have grounds for complaint.

Of course, lazy support can occur quite independently from autoreply. I've seen fast replies with this feature, and slow ones.

The advantage with autoreply is that the casino cannot claim they did not receive emails when responding to a complaint. A casino who prides itself on fast efficient customer service should see it as an enhancement of such service. A casino which responds selectively would see it as unnecessary, for obvious reasons.

I've not had email issues with inetbet FWIW.

 

[maxd]

Many of the complaints against Inetbet are related to people being unsure IF the Casino received the email in the first place.

Fair enough I guess[strike], is this what you had in mind too Nifty?[/strike]

 

[Gremmyboy]

URL Not Found / Outdated

Choose the little white box image and it'll be invisible in the email!

 

[vinylweatherman]

URL Not Found / Outdated

Choose the little white box image and it'll be invisible in the email!

Interesting, a bit like recorded delivery in a postal service.

However, it only activates when an email is read, not when it has been received. It does not offer confirmation that an email has failed to get through, and does not necessarily prove it has not been read as there are limitations on which email clients it will work with.

In order to read anything into it's returns, you would have to send an email, and then receive a reply, whilst at the same time have spypig notify you that the email was read. This would prove it works between yourself and the contact, and subsequent emails can be tracked. No return can either mean the email failed to get through, or was not read (ignored) by the CS desk. It cannot tell you the point of failure, so blame cannot be attributed without further investigation.

Although ignored emails are not considered serious enough for a PAB, this is the only way the issue can be formally brought to Bryan's attention, and the only way forward to getting changes implemented. Although it is more work for Max, the volume of this extra work will give an indication of the extent of this problem, and action may be taken not because the issues are individually serious, but because there are so many of them and nothing is being done to address the problem. Each issue that turns out to be the fault of iNetBet after investigation will be a negative point for them, and this is how those who feel they should not remain accredited unless this problem is properly addressed can be heard.

So far, despite many moans on the forum, Max has not received PABs on this issue that are squarely down to iNetBet losing or ignoring emails. Many fraudsters use the missing emails as an excuse when making a complaint, so it is impossible to make a decision based on a claim in the forum that some emails are being ignored.

It is a pity the internet does not have a proper standard for tracking emails, as those third party solutions like spypig do not work all the time, and can give false results.

 

[me_and_ed]

Interesting, a bit like recorded delivery in a postal service.

However, it only activates when an email is read, not when it has been received. It does not offer confirmation that an email has failed to get through, and does not necessarily prove it has not been read as there are limitations on which email clients it will work with.

In order to read anything into it's returns, you would have to send an email, and then receive a reply, whilst at the same time have spypig notify you that the email was read. This would prove it works between yourself and the contact, and subsequent emails can be tracked. No return can either mean the email failed to get through, or was not read (ignored) by the CS desk. It cannot tell you the point of failure, so blame cannot be attributed without further investigation.

Although ignored emails are not considered serious enough for a PAB, this is the only way the issue can be formally brought to Bryan's attention, and the only way forward to getting changes implemented. Although it is more work for Max, the volume of this extra work will give an indication of the extent of this problem, and action may be taken not because the issues are individually serious, but because there are so many of them and nothing is being done to address the problem. Each issue that turns out to be the fault of iNetBet after investigation will be a negative point for them, and this is how those who feel they should not remain accredited unless this problem is properly addressed can be heard.

So far, despite many moans on the forum, Max has not received PABs on this issue that are squarely down to iNetBet losing or ignoring emails. Many fraudsters use the missing emails as an excuse when making a complaint, so it is impossible to make a decision based on a claim in the forum that some emails are being ignored.

It is a pity the internet does not have a proper standard for tracking emails, as those third party solutions like spypig do not work all the time, and can give false results.

Fair enough quote Vinyl, however this is not the first time an issue has arised by the lack of communication with INET, it comes up quite frequently, should that not be enough to address the issue, instead of one individual sending a PAB the input from multiple forum members should dictate the severity of the problem. As I have stated all along, this isnt the delay in response but the complete ignoring of, if they answer the first email and there is still an outstanding issue they should be answering the second, third and forth ones (which shouldnt happen if it was dealt with correctly the first time).

Max and I passed many heated PM's yesterday, his contentious point was that I implied the forum was deceitful because of my untouchable comment, fair enough, next time I will choose my words more carefully, my post was not aimed at this forum, it was directed to Inet, if a bonus is offered and the coupon claimed should you not be entitled to the bonus, for me the first time we will chalk up as an error, however ignoring my emails regarding not crediting of the bonus was not, when it happened a second and was explicitly mapped out in the email and they still didnt credit as well as not answer my emails, to me that is deceitful, this is where my issue is, the answering of close my account in a prompt fashion was just the FU on top of the cake from them.

I have no ill will or nefarious motives towards Inet, it was my choice of RTG's to play at, I hope they can get this sorted out.

 

[Nifty29]

Fair enough I guess, is this what you had in mind too Nifty?

Yup. Exactly.

Just want to clarify that by autoreply I mean what is essentially a read receipt. It doesn't mean generic responses to questions etc....I completely abhor that, as it is totally lazy and unprofessional. The only difference to a read receipt is that the autoreply is triggered when the email hits the casinos mailbox so they cannot deny receipt.....yes they could still not read it or ignore it, but it wouldn't look too good would it?

 

[vinylweatherman]

Yup. Exactly.

Just want to clarify that by autoreply I mean what is essentially a read receipt. It doesn't mean generic responses to questions etc....I completely abhor that, as it is totally lazy and unprofessional. The only difference to a read receipt is that the autoreply is triggered when the email hits the casinos mailbox so they cannot deny receipt.....yes they could still not read it or ignore it, but it wouldn't look too good would it?

The iNetBet rep has often stated that ALL emails they receive are read and dealt with as neccessary, and that any that are not never reached them, or were never sent. This is quite a claim given what we know about email, and cannot be a true account of the facts. This HAS been proven on a few occasions where the rep has "discovered" the email that they first denied receiving when dealing with an issue that has escalated to the forum, or PM exchange.

From this, it cannot be denied that problems exist, and currently players have no feedback, and have to rely on the email "bounce" system to determine whether or not an email got through. No "bounce" in simple terms means the email made it out of the internet and onto iNetBet's own server network, so if the email didn't make it to CS, the fault lies with iNetBet systems, not those of the internet or email providers.

Rather than relying on a lack of a "bounce" to determine that an email has reached it's destination, a receipt message from the iNetBet server would mean that an absense of one would mean that the email was lost BEFORE it reached iNetBet, and that iNetBet are not to blame.

All complaints about iNetBet ignoring emails are based on the player having sent the email, received no return errors or bounces, and therefore concluding that the email reached iNetBet successfully, but has been ignored, and often this is interpreted as by deliberate intent, as the service standard is that "all emails are dealt with within 2 hours". This means that the complainant is already feeling that iNetBet have singled them out for poor treatment because of something they have done, so are not exactly neutral in how they outline the problem. This means that "iNetBet haven't replied to my emails" becomes "iNetBet have deliberately ignored my emails".

Most players are not experts on the technical workings of the internet and email, so take the simplistic view that an email that isn't replied to has been deliberately binned by a human staff member at the other end, rather than there being some technical explanation.

It is made worse by the intermittent and random nature of the problem, with some emails getting answered and other not, yet technically they are no different from each other, same addresses, same email clients, etc. The logical explanation is that this can only be down to human behaviour in selectively ignoring some emails, but dealing with others. Even when iNetBet say the ignored emails can't be found on the system, but the others can, it is not believed because no explanation of WHY is offered other than a generic blame shifting "it's your ISP".

Who here believes that their ISP has someone checking their outgoing emails, and selectively letting some through, yet other to the same destination are blocked. Computers are expected to give consistent results from the same inputs, so the expectation is that either all the emails get through, or none of them do, and that a logical explanation exists for the problem.

If someone with technical expertise looked into this, I am sure the problems could be identified, and fixes suggested. This may well involve players having to make changes to their kit in order to "game the system" that controls how email is processed, but doing this without knowing what needs doing can make things even worse.

After long standing email issues, Virgin Media have produced a guide to "gaming the system" that can resolve some of these issues of emails not working properly. This guide is specific to Virgin Media servers, but is an admission that this is a worsening problem throughout the internet, and that it is not always obvious where blame lies.

It proves once again that email is not a fit service to rely on 100%.

Some of the suggestions "bugger up" some aspects of internet security, and are not really meant to be used, but they DO work, and can be the only way forward when the proper working of the internet systems have let you down. They can be misused to force malware past filters, as well as to get genuine emails to work properly.

The simplest tip of all is to send iNetBet a "plain text" configured email, rather than HTML which has now become the default for email clients. As "plain text", it is never seen as a threat, so should not get blocked. Casinos are guilty of this, as they send out emails that pointlessly reference external images for no reason other than to "brand" them. Such emails can get blocked at the player's end without their knowledge if they have set their security to high on their email client, or email server. I also believe that the problem I had with Jackpot Factory was when I replied to one of their emails which they happen to have "branded" with an image, and that their servers rejected their own branding image as "possible malware", the height of stupidity when setting the filters up. It is possible that the same problem is the cause of problems where a player replies to an email iNetBet have sent them, such as one asking for documents or other information, and they are told it is their document that has caused the problem, when in fact it isn't.

The tip for this is to strip off all such "branding" when replying to an email, and just leave the message body, and if required, append your documents.


I reached this conclusion after a session on the phone to JF VIP support, where I sent emails configured differently, and asked whether they saw them come in. From this, I found that it was replies that almost never got through, yet emails I had initiated ALWAYS got through. The only obvious difference was that JF used an image as part of the signature when they sent or replied to an email, and this change seemed to prevent replies making it back.

It is impossible to run such a test with iNetBet CS, as you can't have them on the phone in order to get the results, and they can't tell you by email which ones don't get through, as they don't receive them.

 

[GrandMaster]

Just to add to VWM's comments above, some years ago my e-mails to VPL customer service bounced back because my e-mail contained certain "recognised spam words". I also had similar problems with Gala Interactive and Littlewoods.

 

[inthedesert]

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

I agree with the tracking. Anything at this point would be helpful for both sides to figure out this problem.

With that being said I decided last night to shoot Inetbet support an email. I waited a few hours and sent an email to myself also. I got the email to myself. Nothing was from Inetbet this morning when I woke up. I called my ISP and checked to see if there was any e-mail issues of any kind. They said all is good.

Then about six hours ago I sent another (with the web based email tracking) no response.

So it's one email sent 24 hours ago. Another 7 hours ago w/tracking and no response on either. As I said they are aware of the problem. They aren't acknowledging it. Then they must not be concerned with it happening. Nothing I can really do at this point. If a mod wants to check the tracking on the email - send me a pm.

 

[Jasminebed]

There have been times in the past that I've received no response to an email, but the issue has been solved. Not ideal, but the issue was solved. In that scenario, I'd be willing to believe it was a failure to receive an answer on my end, although I get all kinds of spams (i have it set to no filters), and I regularly receive emails from Inetbet, including today.

My current issue has had emails sent from three different addresses, but did include HTML text from the originating forum, and I forwarded same from two of my email addresses. If Inetbet's ISP is blocking such, that's an issue on their end.

The forum involved is now trying to contact them, and I'm still exercising patience. But this is a timeframe I would have normally deposited with Inetbet. And accordint the the PAB rules, I must contact the rep here before proceeding. I've had to contact the rep here before to get a response, so no need to PAB.

But there is a problem with Inetbet's email only response.

They haven't lost a player (yet), but they did lose a couple of my deposits in the past week and a half, and they have lost others in the past because of slow responses.

I can't be the only one, can I? How much is this really costing Inetbet? Even if live support was offered 8 hours a day, there would be a timeframe players could contact you reliably.

I have great faith in the integrity of Inetbet, I'd like to see them step up to the plate.

 

[me_and_ed]

I really hope this actually goes somewhere, I would like to think there has been enough forum response to warrant some changes, as well if there is no intention to make improvements we should all be informed of this, we can then put this to bed and know that there may be communication issues when dealing with Inet.

 

[Dipity]

Been reading this thread with some interest. I'm a long time iNetBet player, it is about the only RTG I play at, although I have deposited a lot less there recently, but that is solely because of my growing dislike of RTG slots as a whole.

Any time I've had to email them, I've emailed direct from my client program to [email protected] and recieved a reply in a timely manner.

However, I'm not about to say that the people who don't get a reply are in the wrong - I do believe that iNet should implement some kind of system for tracking emails. I do website design and hosting, and rent several servers in the USA and the UK, and both companies I rent from have a 'ticketing' system - whether you email their support account direct or enter a new ticket via their website, your query is assigned a tracking number. You recieve a reply instantly with the tracking number for future correspondance and if you reply to the email, it gets tacked on the end of your original ticket.

Here's an example:

Your Ticket has been received and a member of our staff will review it and reply accordingly. Listed below are details of this Ticket. Please make sure the Ticket ID remains in the subject at all times.

Ticket ID: XTX-335541 <---- the auto generated tracking ID
Subject: <My ticket issue>
Department: <Department assigned to ticket>
Priority: Medium
Status: Open

You can check the status of or reply to this Ticket online at: <the ticket system url>

These systems are amazingly easy to setup, and there are even several excellent free versions, like osTicket (I've personally used this one across several sites) and phpSupport.

Setting something like this up would at least give customers some peace of mind, knowing that their complaint/query had actually been recieved and assigned. Replies to the auto generated email would be added direct to their existing ticket.

Just an idea, sorry for rambling on so long!

 

[vinylweatherman]

Just to add to VWM's comments above, some years ago my e-mails to VPL customer service bounced back because my e-mail contained certain "recognised spam words". I also had similar problems with Gala Interactive and Littlewoods.

You at least got the bounce, so KNEW that your email had not been received. Players do NOT get any bounce back from iNetBet, yet still receive no reply. This means the issue is much closer to iNetBet's end than in your VPL case.

Given that pretty much everything to do with casinos is a "spam word", it is pretty stupid to use traditional spam filters on a casino's CS email servers. Casinos need specifically tailored filters to expect that valid emails are going to be on the subject of casinos, bonuses, cashins, etc, and that it is emails unrelated to casinos that are more likely to be spam.

Further, once a player has registered an account and given the casino their email address, emails from the player should NEVER get trapped as spam, as they are coming from a known customer.

It looks very much like the problem lies at iNetBet's end, rather than that of the players. They either use the wrong ISP or email provider, or have not got the correct filters, or have not set them up properly.

It would help if they produced a guide for players about the parameters of their email servers, such as maximum attachment size, supported formats (HTML, text, encoding, etc), and whether there is any "do not do this" list that if done, is likely to get an email blocked.

 

[casinoboy2k]

I fully approve this thread.

I used to be a loyal and happy customer at Inetbet.

I actually would champion their causes when they were being bashed by others. And, then I got a taste of what it was like to be on the receiving end of their poor customer service and sense of 'self-entitlement'. Even recently I deposited a very measly $30 towards them after having stopped playing there for over a year, and the games are tighter than I have ever seen. Hell, I should've just wrote them a check for $30 and been done with it!

The real problem here is that I think that they forget that they are not doing us a favor by letting us play there. We $PAY$ to play at your casino. We are funding YOU. And, with so many better options popping up (clubworld, jackpot, etc.), it's very easy to vote with your feet and keep it moving to the next casino that appreciates their customer's patronage.

It's a really sad story for me, because Inet was the ONLY place I used to play. I was purely loyal and monogamous to this casino at one point.
Nobody is bashing anybody here. This is just my experience with this casino and I am sharing it.

 

[Nifty29]

I used to be a loyal and happy customer at Inetbet.

I actually would champion their causes when they were being bashed by others. And, then I got a taste of what it was like to be on the receiving end of their poor customer service and sense of 'self-entitlement'. Even recently I deposited a very measly $30 towards them after having stopped playing there for over a year, and the games are tighter than I have ever seen. Hell, I should've just wrote them a check for $30 and been done with it!

The real problem here is that I think that they forget that they are not doing us a favor by letting us play there. We $PAY$ to play at your casino. We are funding YOU. And, with so many better options popping up (clubworld, jackpot, etc.), it's very easy to vote with your feet and keep it moving to the next casino that appreciates their customer's patronage.

It's a really sad story for me, because Inet was the ONLY place I used to play. I was purely loyal and monogamous to this casino at one point.
Nobody is bashing anybody here. This is just my experience with this casino and I am sharing it.

You didn't mention what the issue was that caused you to stop playing, but it could well be legitimate.

However, accusing them of being tight because you lost $30? Seriously? You wouldn't have played enough to make that judgement. You could deposit $30 into a 110% RTP slot and lose your dough very quickly, so you can see how $30 means nothing.

 

[casinoboy2k]

Lol Nifty come on man, please give me some credit! Sheesh..

I would not be pathetic enough to get on here and make a claim over $30 BUCKS!
I know that you don't know me or my character, so I will forgive your questioning the legitimacy of my issue with Inet.
But, my reasoning for NOT being specific about the problem works to Inetbet's favor, not mine. I am in fact doing the gentlemanly thing but not rehashing old issues. I have deposited hundreds in that casino as well as others. And, in fairness I have won several times. I have never cashed out.
But, the one time that I wanted to, it became a huge and dramatic affair that I dont think that I deserved as a loyal player there. Again, even now I am reserving the detailed and documented account for the past love that I had for this casino. Im not on here looking to bash anyone. But, if I am saying that a casino is 'tight' in my opinion, I stand by that opinion due to prior plays over a long period of time and amounts of cash spent over that period.
This is common sense.

And Nifty you of all people should remember that whole Quicktender debacle that happened awhile back and how that was handled. And, that is all I am going to say about that.

 

[Nifty29]

Lol Nifty come on man, please give me some credit! Sheesh..

I would not be pathetic enough to get on here and make a claim over $30 BUCKS!
I know that you don't know me or my character, so I will forgive your questioning the legitimacy of my issue with Inet.
But, my reasoning for NOT being specific about the problem works to Inetbet's favor, not mine. I am in fact doing the gentlemanly thing but not rehashing old issues. I have deposited hundreds in that casino as well as others. And, in fairness I have won several times. I have never cashed out.
But, the one time that I wanted to, it became a huge and dramatic affair that I dont think that I deserved as a loyal player there. Again, even now I am reserving the detailed and documented account for the past love that I had for this casino. Im not on here looking to bash anyone. But, if I am saying that a casino is 'tight' in my opinion, I stand by that opinion due to prior plays over a long period of time and amounts of cash spent over that period.
This is common sense.

And Nifty you of all people should remember that whole Quicktender debacle that happened awhile back and how that was handled. And, that is all I am going to say about that.

Hold on.....I didn't "question the legitimacy of your issue" at all. I said that I don't know what it was so it could well be legitimate...how is that questioning your character? If I had said "you didn't say what the issue was so it isn't true" then I would expect you to be defensive, but since I said I pretty much believe you in the absence of any detail leaves me confused

In regards to the $30 issue....it was you who said:

recently I deposited a very measly $30 towards them after having stopped playing there for over a year, and the games are tighter than I have ever seen. Hell, I should've just wrote them a check for $30 and been done with it!

You absolutely made it about depositing $30 and losing it. You didn't mention anything about your play over a period of time. In fact, you state you haven't played there for a year, so how could you judge the casino as being tight based on one $30 deposit in 12 months?

I'm not attacking your character at all, I am merely questioning the grounds upon which you made your judgement. You're perfectly entitled to your opinion of course, but you would need to base it on something more than one $30 deposit to be taken seriously by most people. If you wanted to say that you consider Inetbet "tight" based on your years of play, then why mention one small deposit? Further, why did you keep playing so long if it was that bad? I don't see a lot of common sense there at all.

Honestly, I don't think you're "bashing" the casino at all. Actually, many others would take (and have taken) every opportunity to dredge up stuff from years ago that is totally irrelevant, and mostly petty, just to exact some kind of "revenge". You haven't done that and you deserve credit.

The whole QT thing was nasty, and you need to remember that the casinos were hurt just as badly, if not worse, than players and there was very little any of them could do to put things right.

 

[me_and_ed]

Hold on.....I didn't "question the legitimacy of your issue" at all. I said that I don't know what it was so it could well be legitimate...how is that questioning your character? If I had said "you didn't say what the issue was so it isn't true" then I would expect you to be defensive, but since I said I pretty much believe you in the absence of any detail leaves me confused

In regards to the $30 issue....it was you who said:



You absolutely made it about depositing $30 and losing it. You didn't mention anything about your play over a period of time. In fact, you state you haven't played there for a year, so how could you judge the casino as being tight based on one $30 deposit in 12 months?

I'm not attacking your character at all, I am merely questioning the grounds upon which you made your judgement. You're perfectly entitled to your opinion of course, but you would need to base it on something more than one $30 deposit to be taken seriously by most people. If you wanted to say that you consider Inetbet "tight" based on your years of play, then why mention one small deposit? Further, why did you keep playing so long if it was that bad? I don't see a lot of common sense there at all.

Honestly, I don't think you're "bashing" the casino at all. Actually, many others would take (and have taken) every opportunity to dredge up stuff from years ago that is totally irrelevant, and mostly petty, just to exact some kind of "revenge". You haven't done that and you deserve credit.

The whole QT thing was nasty, and you need to remember that the casinos were hurt just as badly, if not worse, than players and there was very little any of them could do to put things right.

Could we please keep on track here.

 

[chuchu59]

Could we please keep on track here.

Ya right. Posters in general should avoid bickering on side issues ie 'you said that, you didnt say that' or trying to guess what one's intention was. This would then avoid unnecessary confrontation and we can really focus on what's beneficial for the gaming community at large. Peace guys.

 

[XOXOXOXOXOX]

hmmm, interesting

I sent a few image attachments yesterday and just received a warning

Delivery to the following recipient has been delayed:

[email protected]

Message will be retried for 2 more day(s)

Technical details of temporary failure:
Google tried to deliver your message, but it was rejected by the recipient domain. We recommend contacting the other email provider for further information about the cause of this error. The error that the other server returned was: 554 554 Mail from the mail server at 209.85.210.172 is refused, because your SMTP server is blacklisted by the DNSBL service bl.spamcop.net (state 13).

what does it mean??

May be this explains why some of my other emails i sent "vanished" as well as others emails?

 

[Nifty29]

Could we please keep on track here.

I was answering someone who posted something.

When you are hired as a moderator, feel free to tell me what I can or cannot post. Until that time, well,..........

 

[Surasanji]

hmmm, interesting

I sent a few image attachments yesterday and just received a warning



what does it mean??

May be this explains why some of my other emails i sent "vanished" as well as others emails?

I think that says your email has been black-listed by their spam filter for some reason.... :/ Weird.

 

[vinylweatherman]

hmmm, interesting

I sent a few image attachments yesterday and just received a warning



what does it mean??

May be this explains why some of my other emails i sent "vanished" as well as others emails?

It means iNetBet's ISP has blocked emails that come from your ISP. The block is being enacted at iNetBet's end, but unusually you got back an error message that at last sheds light on what has been going on all this time.

iNetBet are using a third party filter that is throwing up false positives for only SOME players, and it is based on which email provider they are using. In terms of stopping spam, it is a blunt instrument since it affects not the spammer, but the ordinary users that use this email provider. The spammer will have long since moved on, and will be creating the same problems for another email provider.

Using a different email provider may help, and even sending multiple times might work, because the server selected by your provider will be random from their pool of servers, and not all of them will have this blacklisting. This would explain the random nature of whether emails get through or not. It really IS random, nothing you can do to force the selection of a specific server other than to use your own private server, or choose a more obscure ISP that is too small for major spammers to bother with.

Often, the blacklisting is because spammers have "spoofed" header information, and innocent email addresses and servers end up blacklisted, whereas the spammer knows enough about the dark arts to remain barely inconvenienced.

It is another reason why iNetBet are not "with it" in insisting on sticking to their old ways. This problem is worsening because of the spammers, and is also proof of a point I made a while ago about the possible drawbacks of groups that "cross market" in an aggressive and spammy manner. I said that they could find their own servers on these blacklists just as you have found your own ISP's server on it. This would mean that emails to their players would increasingly fail to get through, and this would cost them business.

Each blacklist is different, and we now know which one iNetBet uses. It is likely that this issue is the cause of the majority of complaints of "lost documents", and "we never got your email" even though other emails got through fine.

For the player who was angered that the only email they could be bothered to reply to was the one asking that the account be closed, his earlier emails were probably routed to blacklisted servers by their ISP, but the account closure one by chance went via a server not blacklisted, so got through and was dealt with efficiently. This email farce cost iNetBet a customer. Had they used their own bespoke filtering, rather then relying on these third party products, they could have ensured that emails from their own registered players always got through, whatever route they took through the internet.

Given that players have also reported not receiving emails from iNetBet, it seems some of iNetBet's own email servers are on some of these blacklists, and again it is a random process that selects which emails make it back to which players.

This chaos is not only here to stay, but is going to get worse under the current email protocols used over the internet. Many businesses have already dealt with this growing problem by accepting that email is an unreliable means of communication, and that back up alternatives are needed, and email should not be used when the message getting through to the recipient is "mission critical".


Changes players make can only mitigate part of the problem, they can never solve it. Even if they change ISP or email provider, there is no guarantee that they will steer clear of this issue.

 

[chuchu59]

I think that says your email has been black-listed by their spam filter for some reason.... :/ Weird.

Might be something to do with the username XOXOXOXOXOX LOL.

 

[XOXOXOXOXOX]

Might be something to do with the username XOXOXOXOXOX LOL.

funny but my gmail message does not have any xoxo.

 

[inthedesert]

Changes players make can only mitigate part of the problem, they can never solve it. Even if they change ISP or email provider, there is no guarantee that they will steer clear of this issue.

They should change anything they can to see if this has an effect on the issue at hand. I am certain something will make a difference. It isn't some conspiracy against Inetbet the issue is happening. I am not here to bash or drag Inetbet under the bus. They seem to be willing to want to resolve the issue but the fact they remain quiet in public seems strange to me. This is something that should have been handled (investigated) a long time ago. Though if they are making the effort I will continue to take my time to help

That being said the two emails I sent still have no response. The one email was sent via my email provider (Time Warner) and the other was via the webmail based tracking website. Still nothing at this time.

 

[footdr]

Why not just send the rep. a personal message and ask what the problem might be? They do respond to messages; atleast they always have in the past.

 

[inthedesert]

Why not just send the rep. a personal message and ask what the problem might be? They do respond to messages; atleast they always have in the past.

If they knew the problem then people like me wouldn't be talking about missing emails. They would fix it and all would be good. There are many people who say they are missing emails from Inetbet. This in itself is a spark to the "live chat support" issue. Inetbet is in contact with me - and I will continue to try to help them figure this out as long as they are on board; which in the end I hope will benefit everyone who is experiencing this issue.

 

[me_and_ed]

Why not just send the rep. a personal message and ask what the problem might be? They do respond to messages; atleast they always have in the past.

What about the customers that do not know about this forum, I am sure if the problem exists here it exists for them as well.

 

[Dipity]

XOXOXOXOX, what email address did you try and send from? Don't say the whole address, just the domain, eg, Hotmail, Yahoo, Gmail, or was it a private domain you own?

From that reply, the server is telling you that the SMTP server (basically the machine that handles your outgoing messages) has had its IP address added to a blacklist. This normally happens due to spammers using that IP address. However, if you're using something like Gmail or one of the others, this reply makes zero sense at all.

This page gives a little more info:

Link Removed ( Old/Invalid)

EDIT: Grrr, this is what happens when I don't check the very last page before replying, sorry for the late information!

 

[maxd]

While we're on the topic of mysterious email disappearances I might remind people that AOL, Hotmail and Yahoo are notorious for randomly deleting (without notice) gambling-related emails. These deletions are intermittent and more or less random. Only AOL has ever openly admitted to doing this but they all do it. For those of us with heavy email traffic regarding casinos it's bad enough that we often request, or even require, alternate email providers (see the Pitch-A-Bitch FAQ, here: Q. What do I need before I fill out the PAB form? (proper Email addresses)).

Before anyone jumps in and says "hey, I use AOL/Hotmail/Yahoo and I've never had a problem" I say look at that FAQ link cited above. These problems are well known to those of us in the business who've been dealing with this issue for almost a decade. Trust us, it's real and it happens.

 

[Tirilej]

While we're on the topic of mysterious email disappearances I might remind people that AOL, Hotmail and Yahoo are notorious for randomly deleting (without notice) gambling-related emails. These deletions are intermittent and more or less random. Only AOL has ever openly admitted to doing this but they all do it. For those of us with heavy email traffic regarding casinos it's bad enough that we often request, or even require, alternate email providers (see the Pitch-A-Bitch FAQ, here: Q. What do I need before I fill out the PAB form? (proper Email addresses)).

Before anyone jumps in and says "hey, I use AOL/Hotmail/Yahoo and I've never had a problem" I say look at that FAQ link cited above. These problems are well known to those of us in the business who've been dealing with this issue for almost a decade. Trust us, it's real and it happens.

The members in this forum know that, but what about all of Inetbets customers that is not members here? It is still up to Inetbet to make sure they are getting our e-mails.
If they had a ticket-system at least all customers would know if they recieved the mail or not.
I will not change my email. I have too many already.

 

[maxd]

I will not change my email. I have too many already.

Ok, fair enough, your choice of course. But if you're using Hotmail and iNetBet isn't getting your emails then .... And if you choose to continue knowing that your email server may dropping your emails then whose fault is that? Sure as heck ain't iNetBet.

Not saying that there isn't steps they could take to improve things, just saying that some percentage of the problems reported may well be happening long before they ever come into the picture. In that case blaming them is not appropriate.

If you've read the FAQ stuff I cited you'll know that for the PABs I tell people that for the purposes of discussing the PAB "either use something other than AOL, Hotmail and Yahoo or I can't help you". Simple as that. Lost email from these providers is that serious an issue.

 

[Tirilej]

I knew you would comment that sentence

But I'm not talking just for me, but for all of Inetbets customers.
If they refuse to set up a system with tickets, then they may at least send out some kind of warning to everyone.
"Maybe we are not getting your emails because of.....try this to solve the problem."

That wouldn't be so hard to do either. It's all about communication.
They have a sentence in every mail they send out about what we should do if we can't deposit, so another sentence about emails wouldn't be too much to ask for.

If I ever need to PAB I will ofcourse do what it takes to get your help

 

[Realitybitez]

Ok, fair enough, your choice of course. But if you're using Hotmail and iNetBet isn't getting your emails then .... And if you choose to continue knowing that your email server may dropping your emails then whose fault is that? Sure as heck ain't iNetBet.

Not saying that there isn't steps they could take to improve things, just saying that some percentage of the problems reported may well be happening long before they ever come into the picture. In that case blaming them is not appropriate.

If you've read the FAQ stuff I cited you'll know that for the PABs I tell people that for the purposes of discussing the PAB "either use something other than AOL, Hotmail and Yahoo or I can't help you". Simple as that. Lost email from these providers is that serious an issue.

Is gmail included in that list? Its the main email service I use. Not that there is a casino I want or need to bitch about, just for future reference

 

[maxd]

Is gmail included in that list? Its the main email service I use. Not that there is a casino I want or need to bitch about, just for future reference

Didn't read the FAQ section I pointed to did you?

But no, Gmail is good, so far. In fact (in the FAQ) it's one of the alternates that I recommend for PABers.

 

[Realitybitez]

I knew you would comment that sentence

But I'm not talking just for me, but for all of Inetbets customers.
If they refuse to set up a system with tickets, then they may at least send out some kind of warning to everyone.
"Maybe we are not getting your emails because of.....try this to solve the problem."

That wouldn't be so hard to do either. It's all about communication.
They have a sentence in every mail they send out about what we should do if we can't deposit, so another sentence about emails wouldn't be too much to ask for.

If I ever need to PAB I will ofcourse do what it takes to get your help

I have to agree. Read through this thread with interest and it seems to me, that Inetbets main problem is their lack of communication.

How hard would it be to add on a couple of lines to the emails, they send out....

"Maybe we are not getting your emails because of.....try this to solve the problem."

It really seems like a simple solution to their email problems. Oh and as other people have mentioned in the thread already, an auto reply would be nice just so client know that emails have in fact been recieved

 

[chayton]

Earlier tonight I had the same problem as the OP, my UseMyFunds transfer didn't go through - I sent off a mail to support and thought I'd have to wait til morning, but decided to check before I went to bed and my deposit + was in my account. I checked my email and there was a mail apologizing for the delay but that they had to have an account manager look at it, but that they'd fixed it and gave me a little extra for the hassle. I didn't know that iNetBet had support working in the evenings, is that new I wonder?

I've personally always had quick response from support via email, but I guess I'm one of the lucky ones. I remember how frustrating it can be, I also had an issue with getting mails to support at VPL and I finally got so sick of it I just closed my accounts.

 

[me_and_ed]

Earlier tonight I had the same problem as the OP, my UseMyFunds transfer didn't go through - I sent off a mail to support and thought I'd have to wait til morning, but decided to check before I went to bed and my deposit + was in my account. I checked my email and there was a mail apologizing for the delay but that they had to have an account manager look at it, but that they'd fixed it and gave me a little extra for the hassle. I didn't know that iNetBet had support working in the evenings, is that new I wonder?

I've personally always had quick response from support via email, but I guess I'm one of the lucky ones. I remember how frustrating it can be, I also had an issue with getting mails to support at VPL and I finally got so sick of it I just closed my accounts.

Both times my money was credited within an acceptable time frame, first one just over and hour, second one just under 3, that was not the issue, it was the subsequent follow up, I had no issues with the crediting of my account, tech issue's happen from time to time.

 

[vinylweatherman]

While we're on the topic of mysterious email disappearances I might remind people that AOL, Hotmail and Yahoo are notorious for randomly deleting (without notice) gambling-related emails. These deletions are intermittent and more or less random. Only AOL has ever openly admitted to doing this but they all do it. For those of us with heavy email traffic regarding casinos it's bad enough that we often request, or even require, alternate email providers (see the Pitch-A-Bitch FAQ, here: Q. What do I need before I fill out the PAB form? (proper Email addresses)).

Before anyone jumps in and says "hey, I use AOL/Hotmail/Yahoo and I've never had a problem" I say look at that FAQ link cited above. These problems are well known to those of us in the business who've been dealing with this issue for almost a decade. Trust us, it's real and it happens.

You have known about this problem with specific providers for years, and so have iNetBet, being in the same business.

Of course, being a top notch casino with many years of experience, iNetBet would have all this information about getting around email problems on their help or FAQ sections of their site for the benefit of those players encountering issues, but are neither technically minded, nor have an account at CM. Naturally, they wouldn't want their customers blaming iNetBet for the actions of AOL, Hotmail, Yahoo, etc.

Perhaps iNetBet should make this information more obvious - buggered if I can find it


Perhaps in future, players posting about an "ignored email" issue with iNetBet should post which domain (or provider) they are using for outgoing mail. This could be one way users could take action in mitigating the problems. For starters, a backup Gmail account to be used to chase up what seem to be ignored emails from their usual email address, perhaps with a view to making Gmail their account of choice for all casino related matters. Remember, that the random deletions work both ways, so that a reply from iNetBet to a player using AOL for example might get deleted, even though the original email got through.

Really, it should have been iNetBet taking the lead and posting the advice that has been offered in this thread, and many years ago when this problem first became bad enough to warrant the PAB FAQ and CM to blacklist certain email providers for their poor service at getting casino related emails through.

My worry is that the problem is getting worse, and whilst Gmail is now considered OK, this could change in the future, and users are running out of options. I am not even sure that setting up your own domain is necessarily the final solution, as the hosting company may start adopting similar email blocking policies for the benefit of their subscribers as a whole. Without a leased line and our own server, we are always at the mercy of our ISPs and other providers.

 

[me_and_ed]

Does anybody know if this issue is from newly generated emails only or if it can happen replying or on multiple replies within the same coversation?

 

[vinylweatherman]

Does anybody know if this issue is from newly generated emails only or if it can happen replying or on multiple replies within the same coversation?

Why would this make a difference, even though it seems it does from my experience at JF. From a basic viewpoint, it should make no difference at all, since the exchange goes back and forth between two fixed email addresses.

 

[slotjunkie]

While we're on the topic of mysterious email disappearances I might remind people that AOL, Hotmail and Yahoo are notorious for randomly deleting (without notice) gambling-related emails. These deletions are intermittent and more or less random. Only AOL has ever openly admitted to doing this but they all do it. For those of us with heavy email traffic regarding casinos it's bad enough that we often request, or even require, alternate email providers (see the Pitch-A-Bitch FAQ, here: Q. What do I need before I fill out the PAB form? (proper Email addresses)).

Before anyone jumps in and says "hey, I use AOL/Hotmail/Yahoo and I've never had a problem" I say look at that FAQ link cited above. These problems are well known to those of us in the business who've been dealing with this issue for almost a decade. Trust us, it's real and it happens.

I personally get replies immediately from iNet, so no problem for me.

But WHY does this only(mainly) happen with emails to iNetbet casino?

 

[me_and_ed]

Why would this make a difference, even though it seems it does from my experience at JF. From a basic viewpoint, it should make no difference at all, since the exchange goes back and forth between two fixed email addresses.

The reason I ask is I have sent an email, they have replied, I have replied back and have had no replies back, it would answer a lot of questions if they are getting or ignoring.

 

[vinylweatherman]

I personally get replies immediately from iNet, so no problem for me.

But WHY does this only(mainly) happen with emails to iNetbet casino?

It happens quite widely, but at other casinos the player can phone in or use live chat to ask why they have not had their email dealt with. This means the issue gets dealt with on this second contact, and thus never makes it to a public airing. With iNetBet, all contacts have to be via email, so often second and third chaser emails don't get replied to, and this means that the player has nowhere to go internally, and has to get the attention of iNetBet to the problem by other means. Some contact the rep, but others decide they have been intentionally ignored, so take it public right away to embarrass iNetBet into communicating with them.

The reason I ask is I have sent an email, they have replied, I have replied back and have had no replies back, it would answer a lot of questions if they are getting or ignoring.

That's the problem I saw at JF, but I have no idea what technical reason lies behind why replies would all be blocked, but a fresh email between the exact same email addresses would consistently get through. JF had no clue either, and there was no further investigation. The whole thing was a trial and error exercise whilst I had a VIP CS rep on the phone for the best part of an hour. All I can point out is the differences in the message content itself once it has come back from JF and been replied to at my end without modifying any of the content.

When emails are replied to, the original content is stacked to form a "conversation". This means that each email contains a history of the issue, useful when several different CS reps are dealing with it. It is possible to configure an email client to either retain this history, or remove it upon reply. Removing it means that another CS rep dealing with the issue cannot see what has been said earlier, and this can lead to an issue just going round in circles. I did not get as far as trying replies without preserved history. It may have made a difference.

 

[XOXOXOXOXOX]

XOXOXOXOX, what email address did you try and send from? Don't say the whole address, just the domain, eg, Hotmail, Yahoo, Gmail, or was it a private domain you own?

From that reply, the server is telling you that the SMTP server (basically the machine that handles your outgoing messages) has had its IP address added to a blacklist. This normally happens due to spammers using that IP address. However, if you're using something like Gmail or one of the others, this reply makes zero sense at all.

it was my gmail account.

 

[binshakindown]

Good thread, this ongoing CS business model has bewildered and frustrated me as well

SOME TIMES. I do find it hard to believe that anyone would PAB about it.

I would say that in general, I hear back from Inetbet within a couple hours, sometimes maybe within 10 to 15-minutes, sometimes maybe 6 hours, and sometimes never (but the problem/request was addressed a couple hours later). All this is okay with me if I am asking for a bonus on a recent deposit or something similar.

But I too have experienced the agony of being denied what my mind so craves, "instant gratification." Sometimes I can't help but think that CS fell asleep for the night and forgot to hang out the "be back in the morning" sign. I like instant gratification and thus play on-line games. I do get very sad when my mind cannot be instantly satisfied and gratified. The "hurry up and wait" process of e-mail is okay for non-critical things, such as sending a note to a friend, or getting a reminder notice of a bill that will be due to the insurance company in a month. My favorite on-line casino's have seemed to have magically figured out (maybe through osmosis or maybe through the Casinomiester membership) that their customers like instant access to the CS, especially if it involves that customers cash or the redemption of comp points. I will say that the lack of instant CS has deterred me from depositing, although I never have had problems making deposits and needing CS for the deposits. Strange. If and when the US market opens up to US customers, I don't think there will be anymore discussion or care about what Inetbet's business model was or wasn't as it relates to CS response time. I have a feeling many play there due to lack of choice (accredited, US facing). True for me, so I better not complain......

 

[all4greed]

Just skimmed this long thread.

I've had lost email responses from them that disappeared in cyberspace (as told by either support or Emily), and when I've asked to have their original response forwarded, it's never done. If there is a problem with my ISP, then I need to figure out what is going on. But to just say it's a problem on your end does nothing for me.

If they didn't respond, for whatever reason, I would rather be told upfront. Call it being too busy or something else but take responsibility if it's your fault. How hard is that?

Had a problem on 2/2 with a double deposit, first one showed rejected but hit my cc. INetBet emailed me stating what had occurred. Irritated me a bit because the fraud dept. called a couple hours later and I didn't know what to tell them. Worked itself out after I made an emergency payment (secured card with a low limit and it's impossible to exceed the limit) so the duplicate charge could go through, then get reversed. Got the credit 2/9 from the processor.

Just one of those weird things I guess.

 

[me_and_ed]

There has been a lot of input on this topic, most of which has been substantiating the issues, unfortunately it has been all forum members and not the casino, I am still waiting to see if anything constructive is going to happen here.

I am still having a difficult time believing this is all ISP or email issues, the lack of response from Inet is disturbing, in the end it really doesnt matter, I have closed my account and simply do not have to deal with it. I still firmly believe as an accredited casino there should be some accountability or at least cooperation and communication in finding a solution.

 

[Surasanji]

There has been a lot of input on this topic, most of which has been substantiating the issues, unfortunately it has been all forum members and not the casino, I am still waiting to see if anything constructive is going to happen here.

I am still having a difficult time believing this is all ISP or email issues, the lack of response from Inet tells me it going to be status quo, in the end it really doesnt matter, I have closed my account and simply do not have to deal with it. I still firmly believe as an accredited casino there should be some accountability or at least cooperation and communication in finding a solution.

I don't think its our place to dictate to casinos how they run their business- however, I do feel that a lot of evidence has been put forth. If someone's GMAIL email address is being blocked, its a little weird for me.

I didn't think there were many (any?) spammers using Gmail. They seem to be pretty on top of things like that...

Ultimately, yes, this is one of those things that now requires the action of the Casino. A statement, at the very least.