Inetbet EURO - withdrawal cancelled

[redmara]

I am having a bit of a problem with the Euro Inetbet. I never had any problems with them before. I deposit there a lot and besides the well-known fact that customer support can be slow or no reply at times did I never have any issues.
This past weekend did I make a deposit using one of their weekend offers. I received the offer in form of an email and also looked at it on the “current offer” page of the casino website as well.
Shows the offer and under it the so called “Event Rules” for the bonus offer.
Here are the “Event Rules”:
Event Rules
*Bonus code is valid until 23:59 CET on Sunday 05th April 2015
*The maximum bonus is €800 and the code can be used unlimited times
*Free Spins are played at €0.01 per line at maximum lines
*The deposit + bonus must be wagered 25x before requesting a withdrawal
*Winnings from the free spins must be wagered 25x before requesting a withdrawal
*Only wagers on Slots, Keno and Scratch Card games are permitted
*There is no maximum cashout from this offer

There was nothing further stated or listed other than these “Event Rules” right under the bonus offer. No reference that any other rules apply. No “small print” nothing. This goes for the promotional Email and for promotion when viewed on the casinos website under “current offers”.
As a matter of fact is it the same for all the daily promotions shown there. You click on the day, it opens up and you see the offer and the “Event Rules”. Nothing else shows than this.

So I made the deposit of EUR 10, using the offer, and started playing. Betting as low as 0.20 and as high as EUR5. I made the wagering requirements and continued playing and decided to quit when I met the max weekly withdrawal limit that they have of EUR 2500.

The next day I receive an Email saying that they are sorry but my withdrawal was cancelled because I used bets of more than 25% of amount deposited.
Now, when I viewed the offer I did look at the Terms or as they call them on the website “Event Rules” that came with the offer but there was nothing said about max bet allowed etc. I always check. There is nothing else on the bottom of the offer page or in the Email that refers to any other rules, like Standard rules apply etc. or small print or anything for that matter. Only these so called “Event Rules”. And in these it does not say that max bet allowed until clearing wagering is 25% of deposit amount.

I am very well aware that sometimes such betting rules exist. For example if I view some of the offers on the regular Inetbet page they show the rules that go with the offer and also have the *small print always listed. Most of the time at the bottom of the page. But this is and was not the case on inetbet.eu and not with the offer I used. So all that was laid out with the offer was the “Event Rules” and none of the listed terms in these Event Rules have been broken by me.

So I stated all I just written above to inetbet and Tom got back to me and said he is sorry but the management made the decision that my withdrawal was cancelled and nothing can be done. I repeatedly asked that they tell me where with this offer it was stated that I may not make bets higher than the 25% of deposit amount but they never answer me and just email me that they are sorry but the decision was made. They are polite about it. Very much so but I just like to have pointed out where it tells me I cannot use bets higher than 25% until wagering was met.

Now, it would all be alright with me if they would have pointed out where I am wrong here, where with this offer there is a term that tells me I can only bet max of 25% of deposit amount, but after sending many Emails asking to tell me where I am wrong and where on this offer it shows that there is a max. bet % stated am I not getting this answered so far. All I am getting is that the decision was made. And that is alright if they can show me where I am wrong because I see what I see and that is only these “Event Rules” that are stated under the offer but absolutely nothing else. So if they can point me to where I am wrong with what I stated on this than I am just out of luck and they had reason to cancel out my withdrawal because I did not pay attention and I have no argument point and will not bother to continue asking them where this term is listed. But without receiving an answer on what I stated above do I just not see where I am wrong.

As I said I really had no issue with this casino before. They always have been very nice to me and I hold out hope that if I will ask often enough they will finally point out to me how I am wrong. Where the point on the max bet allowed was mentioned with this offer etc. But so far nothing.
I had PM Emily for she is shown as one of the managers with the casino but have not yet received a reply.

I was wondering if anyone is able to tell me if they only see the same as I do when looking at their offers. Maybe I am overseeing something.

I did think about doing a PAB but have not yet because I am still holding out hope that they eventually point out to me where with what I am saying I am wrong or they see I do have a valid point and reverse the decision they made on cancelling my withdrawal.
It does happen that the player oversees things but I am always very careful to look at the Terms before I use an offer.
Never had any issues with a withdrawal in the past with them before.

 

[Tirilej]

I would say you don't stand much chance to get the money here.

Always read the standard bonusterms that you find in their T&C's. They always applies, but I agree they could have refferred to them.
Almost all casinos have max bet when playing with a bonus but they don't list that next to the offer either.

 

[redmara]

I switched from the "regular" Inetbet to the Euro Version when they first started.
So yes, admittingly I am used to the way the regular Inetbet "presents" their bonus offers and they always list the terms of the specific offer
PLUS refer to standard rules and/or have small print on the bottom of the page and there it actually advises if with the specific offer
there is a max % bet allowed only until bonus was played through.
But with any of the offers displayed on the Euro Version is this not the case. I dont know why. Oversight on their end maybe.
But the "Event Rules" do state all other important things such as x playthrough required, max. cash out amount etc.
so I assumed that the "Event Rules" are all the terms there are with the offer. Guess it never pays to just assume.

 

[Tirilej]

Guess it never pays to just assume.

No it doesn't. You could wish sometimes that the casino wouldn't be so hard if you were a loyal player. Maybe they could split the cashout with separating those higher bets from the lower (don't know if that even can be done), and then let you keep the rest. Or let you wager it all a certain amount of times. Just give you some chance.

Many casinos are that nice but some there is no idea to even try. Guess where this casino stands
At least they do always pay, and fast, if you have won without breaking any rules...

 

[redmara]

As said. I never had any issues with them before in regards to receiving withdrawals.
I still stand by the fact that they should refer somewhere with the bonus offer that other terms apply other then these "Event Rules". I checked everywhere on the offer page but found nothing. That was my entire point. Various offers have various rules and terms. Usually the casinos do lay out the specific offer terms AS WELL as point towards any other rules, such as standard rules or have small print added that will lay out anything relevant. Just not the case here.
What was so dissapointing to me - and yes I deposit a lot with them and regulary - is that they simply ignored my asking to point out where I failed, where I am wrong. But that was not once answered. And that is what is so sad. I have a good relationship with them thus far and had hoped that if I request to point out to me what I understood wrong etc. or maybe just acknowledge that they maybe should do as the regular inetbet and add small print with offers. That would make it very clear to the player at what terms they looking at when chosing an offer. I thought that the "event rules" laid out everything I have to keep in mind when chosing the offer and playing. And I asked them repeatedly to please provide me with a run down of the bets I made since I see nowhere to look this up, in MG its the playcheck feature, but never received anything in terms of an answer or info on my betting in this specific case either. I m semi sure that I started betting EUR 5 before I had cleared wagering but not 100% sure so it would have been nice to view this.

It is what it is. I will learn from it. And I am not forced to leave my money with any specific casino so I can always decide to make a stand that I think they do not present their offers very well and quit playing. But like I said - this is my very first issue with them ever.