inetbet Nightmare

[greasemonkey]

The player ignored the casinos request for almost TWO WEEKS whilst they were winning.

It's amazing how everyone with a personal beef against iNetbet jumps in with the knives as soon as someone makes an unsubstantiated complaint about them. I'm just glad that this is Casinomeister and not Gumball Grumbles......most intelligent people here, including the staff, look at both sides of the issue and don't take everything a player says as gospel. E.g this thread where the OP conveniently omitted that he ignored the casino for almost 2 weeks.

.

In your haste to back the casino and accept every word from them you seem to have missed the post where the OP actually posts the emails. it appears from reading it that it was sent on the 19th, inet immediately responded back asking for extraordinary documentation, the OP then responded on the same day, then inet claimed that they could not open the emails on the 2oth and the OP sent them off again in separate emails again on the same day. Where is the 2 weeks from when they asked and when it was sent?
I think you are taking the casinos word of "10 days" which is wrong and even further stretching it to "2 weeks" to make a false point. It was more like "the same day" if you go back and read it again. 10 days, 2 weeks = both not true.

 

[Nifty29]

In your haste to back the casino and accept every word from them you seem to have missed the post where the OP actually posts the emails. it appears from reading it that it was sent on the 19th, inet immediately responded back asking for extraordinary documentation, the OP then responded on the same day, then inet claimed that they could not open the emails on the 2oth and the OP sent them off again in separate emails again on the same day. Where is the 2 weeks from when they asked and when it was sent?
I think you are taking the casinos word of "10 days" which is wrong and even further stretching it to "2 weeks" to make a false point. It was more like "the same day" if you go back and read it again. 10 days, 2 weeks = both not true.

Let's see....

Casino sent email 20 September.

OP sent email 2 October.

So it is actually 12 days, which is ALMOST a week which is EXACTLY what I said. Now, who is the hasty one?

The part you conveniently omit is that during those 12 days the OP had been winning.....so obviously there was no sense of urgency on the OP's part or they wouldn't have waited 12 days to enquire. It's only when they lost that they started squealing.

If the OP had been continually emailing with no response then I could understand them being annoyed, but this is clearly not the case.....they didn't bother following up because they were winning.

I'm sorry if some of your friends were caught by iNetbet, but you really should examine the facts before taking aim yet again.

@billy.... I didn't say they weren't ENTITLED to post in furtherance of their personal agenda. I just remarked that it was amazing. Please read more carefully before you accuse me of something in future.

 

[chayton]

What's the point of the OP submitting a PAB if they've already played and lost the money?

 

[shirlsplay]

I only read the first 2 posts so i don't know if anyone else mentioned it but follow them on twitter and facebook and am sure you'll get some answers. as far as i seen they help there players out. and you should get a respons with in a day. good luck

 

[Cleveland]

In your haste to back the casino and accept every word from them you seem to have missed the post where the OP actually posts the emails. it appears from reading it that it was sent on the 19th, inet immediately responded back asking for extraordinary documentation, the OP then responded on the same day, then inet claimed that they could not open the emails on the 2oth and the OP sent them off again in separate emails again on the same day. Where is the 2 weeks from when they asked and when it was sent?
I think you are taking the casinos word of "10 days" which is wrong and even further stretching it to "2 weeks" to make a false point. It was more like "the same day" if you go back and read it again. 10 days, 2 weeks = both not true.

You should re-read that email post. The casino tells him on Sept 20 that they can't open the attachments (due to file size). He doesn't respond to them until Oct. 2. You're time frame is off my friend.

 

[P.V.]

That is because it IS complicated. The problem can be solved by having a separate email address for documents, and having it configured to accept large attached image files.

I agree with you V.W., it's too complicated. Also the problem might be better with a separate email for documents but surely you don't support the sharing of personal information in this format.

How can you not have better handling? Go to 888, they have automatic upload of your docs and it is quick and safe.

You hit the nail on its head. Problem is only a few, which I can probably count on one hand offer this feature. I personally don't like the fact that personal information get's uploaded to multiple locations because the security of each location has to be reconnoitered by the player. Although, better than email.

I am not asking for sympathy to my stupid decision.

The OP has admitted they should have waited to get this worked out before playing the money, doesn't appear to be asking for anything. This should have been handled upon the first request.

It's evident that better implementation for document approval across the board will benefit both players and gaming sites moving forward.

Maybe as the number of doc's complaints rise CM might consider taking on this issue by adding some doc. requirements for accredited casino's.

 

[vinylweatherman]

There seem to be problems on both sides.


The support replies from iNetBet are poor. NOWHERE did they SPECIFY "too large" in terms of what size they should get their files down to before sending them. They also rather unhelpfully say "please reformat", offering no real guidance as to what to do. The result was predictable, the player tries again with different formats, and these AGAIN fail.

The next observation is even odder. They said the first email was too large, but they both RECEIVED and REPLIED to it. When the others were sent, with the documents split into 4 separate emails, they must surely have received them, and again noticed there were problems, however they FAILED to inform the player of this, so as far as the player was concerned, they HAD worked. This failure to inform the player that there were still problems caused further delay, and it was during this additional delay that the problem went away because the player played yet again, and this time lost it all back.

The rep has somewhat mislead the forum by saying nothing unusual had been requested, whereas there WAS an unusual request, albeit only a single one.

The answer is to edit the larger files to reduce their size, but to WHAT size, iNetBet didn't say, and different casinos have different limits. Reducing the size of a file is at the expense of the quality of the image, although clipping the edges is one thing worth trying as it only removes irrelevant background, and does not lower the dpi of the image itself. The other method of reformatting to a lower dpi could reduce the quality to such an extent that the document gets rejected as being "unclear".

In order to navigate this process, you need to be more that the "average user". You need to have some PC experience, and some understanding of the "nuts and bolts" of imagery in order to second guess what the problems might be when a casino gives these vague replies that the documents are "too large", "unclear", etc.

I have enough understanding and experience to navigate this process, but it is clear many players don't, so run into these problems. It really should NOT be down to the forum to teach the player how to send in documents, it should be designed by the casino to be a simple "plug and play" process, without the need for reformatting, compressing, a degree in digital photograghy, etc.

The casino does not HAVE to arbitrarily block files that are perfectly valid documents, but just a bit too large. It should EXPECT a variety of file formats and sizes depending on the individual hardware and software the player has used to make them up. It should do it's absolute best to service the file sizes and formats sent in, and use it's own PROFESSIONAL expertise to "reformat" these upon receipt so that they fit in with whatever systems they have for storage and retrieval of player data.

Many members here struggle with the process of producing and uploading their "winner screenshots", so it should not come as a surprise that players have similar problems when producing and sending digital images of their documents.

This goes for ALL casinos, as such problems are NOT confined to iNetBet alone, but are worryingly common throughout the industry.

If casinos don't like all this, they should provide some software for the player to download that will produce the digital document images in "casino approved format" for sending from whatever raw files the player has managed to make from their camera or scanner. Such software probably already exists as "freeware", and it may probably just be a case of the casino listing some softwares that it knows can do the job.

PS - I DON'T now believe that email is an acceptable long term solution to the issue, and the next step of having secure upload should be adopted by the industry. I understand that Fortune Lounge offers secure upload of documents via the casino lobby as an alternative to the traditional email approach.

 

[4 of a kind]

Even if the casino pulled a little delay maneuver what’s the big deal here? It’s a common business maneuver practiced by all online casinos, and should not be a shock to anyone it happens too. Especially with all the recent bullshit happening with processors, etc. this tactic is being used even more by everyone, even if it’s not necessary. I say it’s no big deal and a tactic I certainly would use if I was an operator, especially knowing there is a good chance the player will play it all back.

Online players by now should know this and treat it as just another occasional obstacle. Once you eventually satisfy the casino they certainly would have a tough time pulling it on you again any time soon. So deal with it and stop acting like a bunch of kids.

If you don’t have the necessary self discipline on these occasions then online gaming isn’t for you, and you should stick to land based casinos where you could walk away immediately

 

[bb28]

There are other rtg's that request that you scan your docs in 300 dpi. Perhaps that would be a guideline that InetBet needs to put in their verification form so it's clear to customers. I noticed my new scanner/printer defaults at the 300 dpi.

 

[Przecinek]

Very simptomatic ...sending docs, forms and other attachments numeorus times, just to hear you have to send them again. No reply to your emails or even worse, no replies to your followup.

Having to ask them to confirm receipt of each and every email...otherwise they'll just tell you they didn't get anything from you.

I'm obviously referring to support as such, can't see anything bad in a request to send a HQ scan.

 

[greasemonkey]

Let's see....

Casino sent email 20 September.

OP sent email 2 October.

So it is actually 12 days, which is ALMOST a week which is EXACTLY what I said. Now, who is the hasty one?

The part you conveniently omit is that during those 12 days the OP had been winning.....so obviously there was no sense of urgency on the OP's part or they wouldn't have waited 12 days to enquire. It's only when they lost that they started squealing.

If the OP had been continually emailing with no response then I could understand them being annoyed, but this is clearly not the case.....they didn't bother following up because they were winning.

I'm sorry if some of your friends were caught by iNetbet, but you really should examine the facts before taking aim yet again.

@billy.... I didn't say they weren't ENTITLED to post in furtherance of their personal agenda. I just remarked that it was amazing. Please read more carefully before you accuse me of something in future.

YOU are the hasty one. Read the words in the email and try again. I have posted it for you to make it obvious below.

You should re-read that email post. The casino tells him on Sept 20 that they can't open the attachments (due to file size). He doesn't respond to them until Oct. 2. You're time frame is off my friend.

Hi guys. Please read again. Seems apparent that they DID respond and on the same day:

----- Original Message -----
From: xxxxxxx
To: support inetbet
Sent: Sunday, October 02, 2011 8:25 AM
Subject: Re: verification forms

David,

I have sent these in on the 20th of September in separate emails. I have not heard back from anyone yet. Can you please confirm the receipt and approval of my documents? Thank you and have a great weekend.

xxxxxxx

From: support inetbet <support@inetbet.com>
To: xxxxxxx
Sent: Tuesday, September 20, 2011 4:57:13 AM
Subject: Re: verification forms

Dear xxxxxxx,
Thanks for your mail.
Sorry but we cannot access the attachments as this email is over 10mb in size. Please reformat.
Regards,
CSR Dave
iNetBet Support

The real question NIFTY, is why did it take the OP emailing on the 2nd about the email he sent on the 20th then the casino answering on the 3rd THEN he sent back on the 3rd asking if they got receipt, they did not respond and he sent again on the 9th and again they ignored the email and he sent another yet on the 11th to which they finally responded that the email may be too large (which it is not since they claimed it had to be under 10mb and each of them apparently were!!!).

The only 10 day delay was on the part of the casino. the OP emailed on the 20th in response yet again sending the stupid unusually requested docs. They were OBVIOUSLY ignoring the OP. AND the op did NOT wait 10 days if you read the words in the email.

 

[Cleveland]

Hi guys. Please read again. Seems apparent that they DID respond and on the same day:

You made me question if I read it correct the first time . I went back again. Here is the break down, I think you might have missed this (i'll post the portion of the emails in a sec):

The player did send their documents on Sept 20 (as the player said he did on Oct 2). All that is true. But the casino responded on Sept 20 as well stating the documents sent were to large. Now I do see the player said he sent multiple emails to the casino on Sept 20 but we don't have a response to the casino's email stating that fact until Oct 2. I'm not sure maybe he received the email about the files being too large and then resent the files but we don't have any documentation of that resend. He should have replied to their email way before Oct 2 and state "hey I resent it in multiple emails." As it stands we only have the reply email from Oct 2 that states he sent them on Sept 20. When they said the files were too large he should have replied immediately and said I resent them.

To be honest I'm not even sure if any of this is important. As it stands...well I've forgot what the original issue is. I wasn't trying to be difficult in this thread by the way and sorry if all these post derailed it in any way.

edit: Ok the play back of money etc. There should be a way (kind of like a safe) to have funds removed from being playable until these types of issues are resolved. They should NOT give the player back the funds until the casino makes a solid decision of yay or nay. If the player request the money back then it would fall on him as he would have known the issue was still not resolved and there was a chance for a resolution in his/her favor had they waited. Then they can't come back and say they gave up and started playing with the money. They would know the casino is still dealing with the issue and hadn't ruled against them yet.


----- Original Message -----
From: xxxxxxx
To: support inetbet
Sent: Sunday, October 02, 2011 8:25 AM
Subject: Re: verification forms

David,

I have sent these in on the 20th of September in separate emails. I have not heard back from anyone yet. Can you please confirm the receipt and approval of my documents? Thank you and have a great weekend.

xxxxxxx

From: support inetbet <support@inetbet.com>
To: xxxxxxx
Sent: Tuesday, September 20, 2011 4:57:13 AM
Subject: Re: verification forms

Dear xxxxxxx,
Thanks for your mail.
Sorry but we cannot access the attachments as this email is over 10mb in size. Please reformat.
Regards,
CSR Dave
iNetBet Support

 

[vinylweatherman]

There are other rtg's that request that you scan your docs in 300 dpi. Perhaps that would be a guideline that InetBet needs to put in their verification form so it's clear to customers. I noticed my new scanner/printer defaults at the 300 dpi.

This is considered best for ID, but of course generates a larger file than a lower dpi scan. This is what I mean about standards being different for something that should be to the SAME standard everywhere. Why is casino A able to accept the standard documentation in a single email without making a fuss, yet the SAME set of documentation sent to casino B runs into a string of problems. If casino A can do it, so can casino B. The only reason for casino B to not do what casino A does is because they WON'T, rather than "can't". Casino B even refuses to do it even though they know full well that this choice creates problems and delays in a NECESSARY procedure that has to be followed for every player.

If the files are scanned in 150dpi instead of 300dpi, they would be one QUARTER the current size. This may be small enough for them to make it through as one per email, but the casino would have to accept that the image would be of a lower resolution than would be the case with 300dpi.

Sadly, this has all come too late for the OP, as even though help from the forum would have eventually solved this problem, it would have taken some time.

My next question would have been to ask the OP to right-click one of the files deemed "too large" even for sending one per email, select "properties", and post a screenshot of what comes up. There is definitely something "odd" about the sizes quoted for files 2-4, even though file 1 seems OK. I have my suspicions, but a screenshot of "properties" may confirm or rule out what I am thinking. It may be of use for the OP in the future to solve this, even though it is too late for the current issue.

 

[Nifty29]

YOU are the hasty one. Read the words in the email and try again. I have posted it for you to make it obvious below.








Hi guys. Please read again. Seems apparent that they DID respond and on the same day:



The real question NIFTY, is why did it take the OP emailing on the 2nd about the email he sent on the 20th then the casino answering on the 3rd THEN he sent back on the 3rd asking if they got receipt, they did not respond and he sent again on the 9th and again they ignored the email and he sent another yet on the 11th to which they finally responded that the email may be too large (which it is not since they claimed it had to be under 10mb and each of them apparently were!!!).

The only 10 day delay was on the part of the casino. the OP emailed on the 20th in response yet again sending the stupid unusually requested docs. They were OBVIOUSLY ignoring the OP. AND the op did NOT wait 10 days if you read the words in the email.

The OP SAYS he sent them on 20 October. The casino states that they didnt receive them, as evidenced that they did not reply to the 4 emails the OP CLAIMS he sent.....I could see how one email might be missed, but four? Don't think so. Of course, someone with a personal beef/agenda would just say that iNetbet deliberately ignored them.....which is what you're saying.

You see, GREASEMONKEY, regardless of what did or didn't happen on 20 September, the OP still waited TWELVE DAYS before they even asked what was happening. You cannot deny that - it's a fact Jack. The OP wasn't concerned or bothered because they were WINNING MORE.....it has only become an issue because they LOST it all back.

INetbet has always been beyond reproach when it comes to integrity, as shown in recent vases like that alicek person where they resisted the pressure and mudslinging from her friends/partners/fellow fraudsters and stuck to their guns AND provided proof of such to Bryan and Max....oh sorry I forgot that you don't trust a word they say. My bad.

Who waits ALMOST two weeks to find out what happened with their doc approval? Come on. It's the OPS responsibility to make sure they provide what is requested, and that included following when a day or so passes and no reply is received. What is it with people blaming everyone else for their mistakes these days? Time for some to grow up and stop expecting to be babied at every turn.

Bottom line is that the casino did not REPLY because they didn't RECEIVE the docs....how can you respond to an email you don't receive?

Anyway, that's enough common sense for now. Sorry for interrupting inetbet bash #688

 

[Przecinek]

We're at "Inetbet bash #688" - there'll be another #1000 cause these guys will never change.
Yet we don't have "32red bash #963" or "Betway bash #972" ... is it really nightmare to deal with this guys, hence so many discouraged.

I had to send my second POA three times before I got a reply ... and then wait another 6 days ...and so on.
I will always discourage people from registering with this lot, simply because my experience was terrible, and I feel it's my duty to give my opinion and warn other players.

 

[chuchu59]

We're at "Inetbet bash #688" - there'll be another #1000 cause these guys will never change.
Yet we don't have "32red bash #963" or "Betway bash #972" ... is it really nightmare to deal with this guys, hence so many discouraged.

I had to send my second POA three times before I got a reply ... and then wait another 6 days ...and so on.
I will always discourage people from registering with this lot, simply because my experience was terrible, and I feel it's my duty to give my opinion and warn other players.

This is a typical sample of what CM members, who are considering signing up, can expect:

Er, the email in question does not seem to indicate much. Maybe you can describe in more detail.

 

[Przecinek]

You're right - I've removed the email part, since it's vague, and explaining everything in detail would result in hijacking or at least derailing from OPs case.

- In general, support is their biggest problem IMO - Lack of responsiveness in particular.

 

[swampwitch]

Bear with me...there's a point coming.

On the 9th of this month I requested a cashout via check. Since this was my first time requesting a check, iNetBet emailed that I needed a new faxback and new docs. I downloaded then printed out the faxback using a $50HP printer/scanner. I then scanned and saved to my regular picture file the following...The filled in faxback, front and back of my Iowa DL, front and back of two different debit cards I use gambling (numbers in the back blacked out), and front and back of my latest voter registration card showing my address. Using my good old hotmail and its regular file attachments (NOT photo), I sent everything in one email...to the tune of 2.2MB. The next morning I received doc approval and confirmation the check was on the way. Fedex was at the door on the 14th. I've never had a problem with iNetBet getting my docs in the past. Not once.

So here's my point...or rather, a question...Is it possible that there were problems on the OP's end with his email? I'm able, using rocks and sticks, to get bunches of files in one email to iNetBet. Maybe there are problems with the OP's computer he may not even know about? If the OP is absolutely convinced there was nothing wrong on his end, then at some point instead of playing his money out in a fit he should have tried sending the same files to a third party. The third party would have found either A) everything was fine with the email and all the attachments accessable, or B) the email was a wonky mess with no attachments. If A), then the third party could have sent on the email to iNetBet, and if iNetBet said there was still a problem then conclusively iNetBet is the problem. If B), something's effed up on the OP's end.

 

[shumantic]

So many things to answer.

Firstly, mr. nifty, I do not know why you suspect me of wrongdoing of some sort nor doubt my word when I show proof but take the casino word even when shown to be wrong.

Of course I sent them the docs the same day in response to them saying the file size was too large. They sent that to me on the 20th and I then sent off 4 separate emails each with one document on it. They never responded to even one of them. I also sent another off asking them for receipt that had no attachements they did not respond.
They did get my original email with the fax form and my Id and my bill. They did respond asking for more unusual things. I responded every time on same day. Not only that but I did it several times. And you can see in my emails that I also kept bothering them by forwarding the email and they only decided to respond to it sometimes. Should we expect that something is on my end wrong and that they only got the same eamil sometimes? Of course not. They chose not to respond and it is obvious to anyone that is not blindly defending how they treated me and obviously others.

There was never a 10 day or 2 week period. I contacted over and over and over and over in many emails. I only showed the ones that I kept forwarding back to them or I would have to show 20 different emails or more and that would be ridiculous to do on the forum.

They asked for unusual stuff then would not acknowledge receipt. I asked for it over and over and over and did not only do it at the end. I did it the entire process and all that I wanted was a simple doc acceptance and to move on. They screwed off with it and would only answer sometimes as you can see. Never did I wait, you are wrong nifty, very, very wrong again. Maybe theey nice to you. Not to me and that is why I reported incident so that others wont be mislead by them. You keep saying you think they are great. I get it. you are not doing good by others to encourage them to play there when they do this to me.

Also, the files were not too large as I have shown in previous post.

 

[shumantic]

The player did send their documents on Sept 20 (as the player said he did on Oct 2). All that is true. But the casino responded on Sept 20 as well stating the documents sent were to large. Now I do see the player said he sent multiple emails to the casino on Sept 20 but we don't have a response to the casino's email stating that fact until Oct 2. I'm not sure maybe he received the email about the files being too large and then resent the files but we don't have any documentation of that resend. He should have replied to their email way before Oct 2 and state "hey I resent it in multiple emails." As it stands we only have the reply email from Oct 2 that states he sent them on Sept 20. When they said the files were too large he should have replied immediately and said I resent them.

Hello cleveland. I do not think you are a pain at all. You are insightful. I wanted to let you know that I did send them on same day that they said too large and also send asking for reciept of it on same day. I could post but I don't want to gum up the whole forum with the emails. I can show if I need to for some reason though.

 

[Nifty29]

So many things to answer.

Firstly, mr. nifty, I do not know why you suspect me of wrongdoing of some sort nor doubt my word when I show proof but take the casino word even when shown to be wrong.

Of course I sent them the docs the same day in response to them saying the file size was too large. They sent that to me on the 20th and I then sent off 4 separate emails each with one document on it. They never responded to even one of them. I also sent another off asking them for receipt that had no attachements they did not respond.
They did get my original email with the fax form and my Id and my bill. They did respond asking for more unusual things. I responded every time on same day. Not only that but I did it several times. And you can see in my emails that I also kept bothering them by forwarding the email and they only decided to respond to it sometimes. Should we expect that something is on my end wrong and that they only got the same eamil sometimes? Of course not. They chose not to respond and it is obvious to anyone that is not blindly defending how they treated me and obviously others.

There was never a 10 day or 2 week period. I contacted over and over and over and over in many emails. I only showed the ones that I kept forwarding back to them or I would have to show 20 different emails or more and that would be ridiculous to do on the forum.

They asked for unusual stuff then would not acknowledge receipt. I asked for it over and over and over and did not only do it at the end. I did it the entire process and all that I wanted was a simple doc acceptance and to move on. They screwed off with it and would only answer sometimes as you can see. Never did I wait, you are wrong nifty, very, very wrong again. Maybe theey nice to you. Not to me and that is why I reported incident so that others wont be mislead by them. You keep saying you think they are great. I get it. you are not doing good by others to encourage them to play there when they do this to me.

Also, the files were not too large as I have shown in previous post.

OK then....post the emails you sent between Sept 20 and Oct 2 and it will be settled.....seeing as you said there were about 20.

Oh and don't tell me what I should or shouldn't be saying....you're not a mod.



H

 

[maxd]

@shumantic: It's not an issue of blindly defending, it's an issue of your situation being inconsistent with other people's experience of dealing with this casino over the years. In other words, you are seeing and claiming one thing but many of us have good reason to believe things don't work like that there.

No offense intended but simply stating "this is what happened ... they're the bad guys" is just hearsay and conjecture until someone digs into this and comes up with some real, substantiated facts. This is why Bryan and I have strongly advocated that you file a Pitch-A-Bitch: it would allow us to investigate, ask questions, get evidence, etc. Until then this is basically just "he said, she said" stuff and proves nothing.

 

[Casinomeister]

Is it possible to get through one iNetBet thread without personal digs, or chiding remarks? Thank you.

 

[chayton]

Is it possible to get through one iNetBet thread without personal digs, or chiding remarks? Thank you.

or even a non-iNetBet thread....

 

[maxd]

FYI, the OP has filed a PAB on this issue so we should have some insights shortly into what was happening and why.

Please respect the fact that the OP has been asked to refrain from further posts on this subject (here at Casinomeister) until the PAB process has completed.