Inet.......The last straw

[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.