inetbet Nightmare

[jas2587]

sorry the Fortune Lounge used to make it to where you couldnt withdraw at your request while waiting for the withdraw to be approved

Cindy

 

[greasemonkey]

Hi All,
As an update:

Initially there had been some problems with incomplete docs, additional information was then requested from the OP.
There were also some issues with file size on some mails.

It took some time for the OP to come back to us again (around 10 days). After that there were some mails back and forth with support and the OP. In these they were informed what was needed. The last of such was answered just a few days back on the 11th.

During the interim period the OP played with the funds in their account. Over the course of a few sessions they added quite a substantial amount to the balance they had when the first docs were sent in. They actually added over 30% to their balance.

In the last reply on the 11th the OP was informed that the new the info they say they sent in had not been received by us. They were asked to resend and also to again make sure that the file size was not too large.

We did not hear anything back from them. Later that evening it looks as if they decided to play with the funds again. Unfortunately this time they did not add to their balance but lost.
I understand that the OP would be frustrated with this outcome. However we have not asked for anything exceptional here, such as notarised documentation.
It was the OP's choice to play again with the funds in their account.

Have a great weekend all.

Best Regards
iNetBet Promos

So then the OP is not being totally honest? You did not ask for anything exceptional? You did not demand that they get proof of how they fund their ewallet and send it to you? They simply had incomplete documentation and never responded to you when you asked for complete documentation?

 

[nonif]

.....and now, someone, will believe 100% the casino's version of the facts .
Im not saing its not the truth...but im still not refusing the OP version though.
Who's going to prove where the "real thruth" is???

 

[billy_g22]

This really sounds like the issue I had with Inet about 4-5 months back. I had my first withdrawal with them after making 10+ deposits. Sent in my documents and 2 days later received a reply. Responded and got another email 2 days later. Then again and got a response the next day. Finally figured out after the 3rd email that they didn't like the signature on my identification compared to my fax back form. I actually posted it on here a while back showing how similar the signatures were. Anyway, after about a week and a half my documents were finally approved.

Then I received an email saying my withdrawal had been denied and my winnings removed because I took a bonus that only allowed play on 4 certain slots. Not all slots like any others I'd seen. My fault for feeling too comfortable with general terms an RTG casino would have when taking a bonus.

Needless to say it was a learning experience And for ME a good enough reason to avoid this casino in the future. There are just better ones out there, even for US players

One interesting comment I'd have is that when trying to get my documents approved it would take 1-2 days to get a response. Though when it came to emails back and forth about the t&c of the bonus my responses were within 1-2 hours.

 

[nonif]

people voice....god voice....JMO

 

[Nifty29]

So then the OP is not being totally honest? You did not ask for anything exceptional? You did not demand that they get proof of how they fund their ewallet and send it to you? They simply had incomplete documentation and never responded to you when you asked for complete documentation?

Why would you want them to repeat what they already said? It's very clear that the OP didn't bother responding with the requested information whilst they were reversing and winning......then all of a sudden its a "nightmare" because they lost everything.
I'm sure if the OP had hit a RJ or something we wouldn't even be reading about it.

@nonif.....just head over to gambling crumbles....they will print the truth even without all the facts. You can't go wrong.

@colly.....good suggestion.

 

[plam6152]

INetBet Emails

I enjoy playing atINetBet, but their email system is horrible. I have emailed them several times with no response. After 7 or 8 emails asking for a reply to the original email, I get the response, "We did email you a reply, please check your junk folder". I have them in my contact list and their mail always comes to my inbox, NOT junk. I asked them to send me a copy of the original reply that they sent me and not once did they send me a copy. So, the next time I had a problem--i went to Facebook and sent Emily a message--She replied within 24 hours.
It is just strange that all their "promos" get to everyone's email, but their so-called "replies" get lost in cyberspace. For tis reason, I limit my deposits with them. I think they need some customer service lessons....

 

[jod5413]

I'm a fan of iNetBet on Facebook - when they first started their Facebook page, they said, "Like us on Facebook for special deals and free chips" and that's cool, once they reach a specific milestone they'll post a $5 freebie or a freeroll tourney or something for people who 'like' iNetBet. What's pretty amazing is the amount of people who post on their wall asking for freebies. There were people who had never played with their own money asking for free chips, and people who have 4 or 5 or more free chips in a row asking for another one.

That actually made me realize that when iNetBet said that they didn't get live chat because the whole thing would be bogged down by people looking for freebies, they may have had a point.

I've said it before and I'll say it again - I've personally never had an issue with their support, if I send a mail I usually get a response within half an hour. I agree with whoever said that it would be nice if the manager bonus shows a playthrough - but the only time I've ever made playthrough on a free chip, the excess was removed from my balance so I knew right away anyhow.

As for GG, it's not a site I frequent, but I've checked it out a bit recently. I find it interesting that people go there AFTER coming to Casinomeister and not winning their PAB - then they can throw some mud at Bryan and the gang too.

Thanks, Chayton. You have said what I would have if you didn't beat me to it!! I have always found iNetBet more than fair and quick to reply. And as Nifty stated, live chat has given me way more grief than help when I have used it more times than not.

There are NO casinos that do everything 100% of the way ALL players think they should. But with iNetBet's long history on line and there steady base of long time players, that counts in my book as a casino worth playing at. (And I have finally correctly spelled their name, first time, I think! )

 

[bpb]

I enjoy playing atINetBet, but their email system is horrible. I have emailed them several times with no response. After 7 or 8 emails asking for a reply to the original email, I get the response, "We did email you a reply, please check your junk folder". I have them in my contact list and their mail always comes to my inbox, NOT junk. I asked them to send me a copy of the original reply that they sent me and not once did they send me a copy. So, the next time I had a problem--i went to Facebook and sent Emily a message--She replied within 24 hours.
It is just strange that all their "promos" get to everyone's email, but their so-called "replies" get lost in cyberspace. For tis reason, I limit my deposits with them. I think they need some customer service lessons....

I concur.

My response rate on my emails is in the low 20% range. I actually sent 8 emails requesting that they update my email address on file to replace the yahoo one I had, since they seemed to have issues receiving/replying to yahoo accounts. They never updated it. (And yes, I sent the request from a non-yahoo account that they had responded to in the past).

 

[Diane]

This really sounds like the issue I had with Inet about 4-5 months back. I had my first withdrawal with them after making 10+ deposits. Sent in my documents and 2 days later received a reply. Responded and got another email 2 days later. Then again and got a response the next day. Finally figured out after the 3rd email that they didn't like the signature on my identification compared to my fax back form. I actually posted it on here a while back showing how similar the signatures were. Anyway, after about a week and a half my documents were finally approved.

Then I received an email saying my withdrawal had been denied and my winnings removed because I took a bonus that only allowed play on 4 certain slots. Not all slots like any others I'd seen. My fault for feeling too comfortable with general terms an RTG casino would have when taking a bonus.

Needless to say it was a learning experience And for ME a good enough reason to avoid this casino in the future. There are just better ones out there, even for US players

One interesting comment I'd have is that when trying to get my documents approved it would take 1-2 days to get a response. Though when it came to emails back and forth about the t&c of the bonus my responses were within 1-2 hours.

From my experience the last 2 years at a wide range of casinos --- the support group generally doesn't approve w/d documents. Usually that is the finance department or the security department. So it doesn't necessarily surprise me that two different functional departments respond within different timeframes. Also usually the document approval people work Monday through Friday only.

FWIW,
Diane

 

[nonif]

@nonif.....just head over to gambling crumbles....they will print the truth even without all the facts. You can't go wrong.



...otherwise "your truth" is ALL we need...

dont we??

 

[jod5413]

@nonif.....just head over to gambling crumbles....they will print the truth even without all the facts. You can't go wrong.



...otherwise "your truth" is ALL we need...

dont we??

Actually, there is no truth possible without ALL the facts. And, when there are problems, it would be nice to think that "one side" only will tell all the facts. Usually, they fail to remember everything and then you have the same lack of all the facts.

 

[vinylweatherman]

Hi All,
As an update:

Initially there had been some problems with incomplete docs, additional information was then requested from the OP.
There were also some issues with file size on some mails.

It took some time for the OP to come back to us again (around 10 days). After that there were some mails back and forth with support and the OP. In these they were informed what was needed. The last of such was answered just a few days back on the 11th.

During the interim period the OP played with the funds in their account. Over the course of a few sessions they added quite a substantial amount to the balance they had when the first docs were sent in. They actually added over 30% to their balance.

In the last reply on the 11th the OP was informed that the new the info they say they sent in had not been received by us. They were asked to resend and also to again make sure that the file size was not too large.

We did not hear anything back from them. Later that evening it looks as if they decided to play with the funds again. Unfortunately this time they did not add to their balance but lost.
I understand that the OP would be frustrated with this outcome. However we have not asked for anything exceptional here, such as notarised documentation.
It was the OP's choice to play again with the funds in their account.

Have a great weekend all.

Best Regards
iNetBet Promos

It would appear that your systems are not fit for purpose. You want IMAGE files, and you also want them to be "clear". This means you will get large files. It is down to you to make sure than if the players' email systems are capable of sending such a file, yours is capable of receiving it.

The OP claims he was asked to send in proof of funding his Moneybookers account. This most certainly IS an "exceptional" request. It is up to Moneybookers to verify the funding source, not the merchant - you are not the taxman, merely a private company offering services to consumers.

These problems are made worse because it is not made clear what the problem is. Rather than saying "make the files smaller", you should be specific, for example "please ensure each file is under 1 Megabyte in size". If players have to "chop" their files to accommodate these restrictions, this can also lead to problems, as the casino could then come back and say the document was "photoshopped". This would explain why many players simply send the scanned document "as is" without regard to it's size - they feel it is best to leave it alone. This can be a significant problem if their device happens to produce TIFF/BMP files by default, rather than JPEG.

As device technology has advanced, these default file sizes have become much larger, even though the documents will be much clearer.

There is no agreed industry standard for documents, which means each casino does it's own thing, making what should be a relatively simple and standard procedure something of a minefield for the player. This is shown by players who suddenly find one casino rejects the documents they have been using so far, and that other casinos have been happy with.

As shown in this case, lengthy delays can lead to the player deciding to play on, which usually turns out in the casinos favour, hence the common accusation that the casinos deliberately engineer these delays in order to get the weak willed player to lose the money back. It is an impression not helped by the fact that losing everything is usually quickly followed by the casino saying everything is now verified and OK to withdraw.

Whilst email problems occur at other casinos, iNetBets 100% reliance on the system means that it MUST work at 100% reliabilty, and as well as players keeping on top of things, iNetBet should be following up a lack of reply when they have asked for something like another document.

One VERY simple upgrade to the system would be to add an autoresponder such that every email received gets a response that can be used as proof of receipt by iNetBet. Players could also know through the lack of an autoreply that their email has NOT got through, so rather than just waiting days for a reply that never comes, they can quickly address the problem in case there is something their end that has gone wrong.

 

[chayton]

One VERY simple upgrade to the system would be to add an autoresponder such that every email received gets a response that can be used as proof of receipt by iNetBet. Players could also know through the lack of an autoreply that their email has NOT got through, so rather than just waiting days for a reply that never comes, they can quickly address the problem in case there is something their end that has gone wrong.

Agreed. Although if you send an email to support and it doesn't go through, how can you follow up if there's no alternative to email support?

I actually remember someone saying that they'd tried to send email to iNetBet and didn't get any response until they used the contact form on the website. Maybe they could incorporate an attachment button on that form so people could send their docs that way - that way they could also limit the size, and maybe even have a confirmation mail sent to the player that the mail was sent....?

One more thing - one thing I always do when sending docs is to compress them into a zip file - I've had mails to my clients go missing when I include a graphic file, it seems that some email systems don't like receiving attached graphics but they're ok with zips. So I do the same thing at the casinos, I send my faxback, my DL and bank statement all in one zip file, and I've never had an issue about them not being received. I usually scan at 300dpi and then save down to 100dpi so the whole zip file is less than 1MB in size.

 

[P.V.]

One VERY simple upgrade to the system would be to add an autoresponder such that every email received gets a response that can be used as proof of receipt by iNetBet.

I think it will take more than an auto-responder to solve the document sharing problem.

The problem is growing by leaps and bounds and will continue unless OC's and software providers address other ways for implementation.

Email/Fax has proven to be a problem for players over and over again and now a bigger problem for Online Casino's due to all the bad press englufing them.





Disclaimer: I have an interest in this area.

 

[vinylweatherman]

Agreed. Although if you send an email to support and it doesn't go through, how can you follow up if there's no alternative to email support?

I actually remember someone saying that they'd tried to send email to iNetBet and didn't get any response until they used the contact form on the website. Maybe they could incorporate an attachment button on that form so people could send their docs that way - that way they could also limit the size, and maybe even have a confirmation mail sent to the player that the mail was sent....?

One more thing - one thing I always do when sending docs is to compress them into a zip file - I've had mails to my clients go missing when I include a graphic file, it seems that some email systems don't like receiving attached graphics but they're ok with zips. So I do the same thing at the casinos, I send my faxback, my DL and bank statement all in one zip file, and I've never had an issue about them not being received. I usually scan at 300dpi and then save down to 100dpi so the whole zip file is less than 1MB in size.

The contact form is one way to follow up, as it uses a different system. With an autoresponder in place, the player would quickly know their emails were not being received, as opposed to iNetBet deliberately ignoring them, and could use the contact form to raise the issue of emails not getting through. This would at least make iNetBet aware that the player was contacting them, but it was not getting through.

The problem with compressing documents is that clarity is sacrificed. This could lead to the "your documents are unclear" response from CS.

Other cases of "unclear" documents have been caused by players scanning them as a "document", which is around 100dpi, rather than a "photo", which is around 300dpi. It is a particular problem with the photo id, rather than any faxback form. Advice then has been to rescan the ID as a "photo" and resend, and this usually clears up the problem.

ZIP files themselves could end up getting rejected, or finding support "cannot open the file". The latter will happen if the correct "unzip" application is not present on the casinos' systems. This is probably less of a problem now that we have a "zipper" as part of the Windows OS, but in the past there were only third party zipping applications, and they could not necessarily handle files zipped by a competitor application.

RTG could also develop a messaging system for the lobby as an alternative to live chat. It would work like email, but rather than being at the mercy of the ISPs, it will be handled by the RTG client and back end. Microgaming has had such a lobby application for some time, although it is little used.

 

[P.V.]

The contact form is one way to follow up, as it uses a different system. With an autoresponder in place, the player would quickly know their emails were not being received, as opposed to iNetBet deliberately ignoring them, and could use the contact form to raise the issue of emails not getting through. This would at least make iNetBet aware that the player was contacting them, but it was not getting through.

The problem with compressing documents is that clarity is sacrificed. This could lead to the "your documents are unclear" response from CS.

Other cases of "unclear" documents have been caused by players scanning them as a "document", which is around 100dpi, rather than a "photo", which is around 300dpi. It is a particular problem with the photo id, rather than any faxback form. Advice then has been to rescan the ID as a "photo" and resend, and this usually clears up the problem.

ZIP files themselves could end up getting rejected, or finding support "cannot open the file". The latter will happen if the correct "unzip" application is not present on the casinos' systems. This is probably less of a problem now that we have a "zipper" as part of the Windows OS, but in the past there were only third party zipping applications, and they could not necessarily handle files zipped by a competitor application.

RTG could also develop a messaging system for the lobby as an alternative to live chat. It would work like email, but rather than being at the mercy of the ISPs, it will be handled by the RTG client and back end. Microgaming has had such a lobby application for some time, although it is little used.

Contact forms to confirm, auto-responders, zip files, dpi standards, software applications and messaging systems.

Seems complicated for the average standard Joe.

 

[vinylweatherman]

Contact forms to confirm, auto-responders, zip files, dpi standards, software applications and messaging systems.

Seems complicated for the average standard Joe.

That is because it IS complicated. It is NOT just a simple matter of scanning a document and attaching it to an email. Players have to worry about differing standards relating to max file size, supported formats, etc. There have been numerous cases where players have been told their document is "unclear" or "blurry", yet when viewed on their own PC, it is as clear as a bell. This is no doubt due to the different softwares being used to view the file. Files not being received is again down to different standards between the sending system and the receiving one. Casinos often use "support configured" email addresses for receiving documents, which often causes problems due to allowed size limitations, which themselves are due to the email address expecting queries in text or html, rather than graphics images. The problem can be solved by having a separate email address for documents, and having it configured to accept large attached image files. Better advice from CS would also help. Simply saying a document is "unclear/blurry" is far too vague for the player to hazard a guess at what they need to change. Often, players just scan and send it again, inevitably using the same settings that caused the first attempt to fail. The "average Joe" probably doesn't even realise there ARE "settings" that can be changed, but simply sees it as "document in scanner, out comes the file - perfect".

 

[shumantic]

From: xxxxxxx
To: "[email protected]" <[email protected]>
Sent: Tuesday, October 11, 2011 8:45:02 AM
Subject: Re: verification formsHi,

I have sent them in 4 seperate emails. So only one file per email. Also, I have sent them multiple times. surely the fax form is not too large of a file. Surely my pic id and bill are not too large of files. Especially since I have only sent them one file per email.

From: Support <[email protected]>
To: xxxxxxx
Sent: Tuesday, October 11, 2011 8:34:43 AM
Subject: RE: verification forms

Hi,
Since we sent you this email on the 3rd we have not received the docs requested
If the file is too large it will be blocked and not received
Regards
iNetBet Support

From: xxxxxxx
Sent: 11 October 2011 12:42
To: [email protected]
Subject: Fw: verification forms

WHY ARE YOU NOT ANSWERING ME?????
THIS IS TAKING WAAAAAAAY TOO LONG!!!
SEND A REPLY PLEASE AND UPDATE MY ACCOUNT!!!!

----- Forwarded Message -----
From: xxxxxxx
To: "[email protected]" <[email protected]>
Sent: Sunday, October 9, 2011 11:44:19 PM
Subject: Fw: verification forms

This has been going on for a very long time. Please verify my account and send me correspondence when you have done so. I have sent in my documents multiple times and asked you to take care of this multiple times in multiple emails.. Please do so now, I will appreciate it.

xxxxxxx

----- Forwarded Message -----
From: xxxxxxx
To: Support <[email protected]>
Sent: Monday, October 3, 2011 5:50:17 AM
Subject: Re: verification forms

Jane,

I have just now forwarded them again in 4 separate emails again. Can you please confirm receipt? Thank you for your help.

xxxxxxx

From: Support <[email protected]>
To: xxxxxxx
Sent: Monday, October 3, 2011 5:32:38 AM
Subject: Re: verification forms

Dear xxxxxxx,

Thanks for your mail.

Sorry but we did not receive your docs, please could you send again?

If there is anything else we can help you with please let us know.

Regards,

CSR Jane
iNetBet Support


----- 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 <[email protected]>
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


----- Original Message -----
From: xxxxxxx
To: Support <[email protected]>
Cc:
Date: Monday, September 19 2011 04:25 PM
Subject: Re: verification forms
Hi Jane,

I have updated my fax form now to show the moneybookers account details and I have sent you screen shots of my bank info on the withdrawal as you wished and my account details and my deposits with you. As you can see I am a verified Moneybooker user and my bank account and address have been verified with them. I have been a customer with them for over a year now.

thank you again,

xxxxxxx



From: Support <[email protected]>
To: xxxxxxx
Sent: Monday, September 19, 2011 6:42:37 AM
Subject: Re: verification forms

Dear xxxxxxx,
Thanks for your mail and the documents contained.
Please updated your forms to include:

Moneybookers account details
Signature to match your ID docs
Bank statement showing your funding deposits to Moneybookers.

If there is anything else we can help you with please let us know.
Regards,
CSR Jane
iNetBet Support

----- Original Message -----
From: xxxxxxx
To: [email protected]
Sent: Sunday, September 18, 2011 10:44 PM
Subject: verification forms

Hi. My name is xxxxxxx and my account is xxxxxxx. I am sending you the verification form.

Please let me know when you have received please.

xxxxxxx

 

[shumantic]

It should be noted that they did receive my files the first time. Now that I gave them the extra they wanted they do not receive. Even if I send them one attachment per email. How did they get all of it on the first email now they cannot get even one? I think it shows the truth.

 

[nothappy]

inetbet is becoming an embarrassment. They have not been right on the timing of these emails and they have not been totally forthcoming on them either.

Shumantic, can you look at the attachments that you sent and give a size of each please? That way we can see if that is the case or if there is more fiction coming.

If the attachemnts are under 10mb in size then They should send the player their money in the amount before they grew it and before they lost it. In other words, what was in their account when they first started trying to get this process completed back in September should be sent to them.

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

 

[shumantic]

inetbet is becoming an embarrassment. They have not been right on the timing of these emails and they have not been totally forthcoming on them either.

Shumantic, can you look at the attachments that you sent and give a size of each please? That way we can see if that is the case or if there is more fiction coming.

If the attachemnts are under 10mb in size then They should send the player their money in the amount before they grew it and before they lost it. In other words, what was in their account when they first started trying to get this process completed back in September should be sent to them.

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

Yes. The first email had 4 attaches and was a total of 785kb that inetbet admitted to receiveing.
When I sent in 4 individual emails the next group were 118kb for the 1st, 2.3mb for the 2nd, 2.3 mb for the 3rd and 2.3mb for the 4th.

 

[nothappy]

Yes. The first email had 4 attaches and was a total of 785kb that inetbet admitted to receiveing.
When I sent in 4 individual emails the next group were 118kb for the 1st, 2.3mb for the 2nd, 2.3 mb for the 3rd and 2.3mb for the 4th.

If this can be verified then inet should be cast out. Shumantic, you should maybe stop posting if there is reason for you to submit a PAB. Read about the pab on the main site. You aren't supposed to post about an issue if you are going to lodge a complaint (pab).

 

[Nifty29]

inetbet is becoming an embarrassment. They have not been right on the timing of these emails and they have not been totally forthcoming on them either.

Shumantic, can you look at the attachments that you sent and give a size of each please? That way we can see if that is the case or if there is more fiction coming.

If the attachemnts are under 10mb in size then They should send the player their money in the amount before they grew it and before they lost it. In other words, what was in their account when they first started trying to get this process completed back in September should be sent to them.
How can you not have better handling? Go to 888, they have automatic upload of your docs and it is quick and safe.

So you would also have insisted that, if the player had won more instead of losing the lot, the balance should have been restored to the original lesser amount? Yeah right.

The player ignored the casinos request for almost TWO WEEKS whilst they were winning. Then all of a sudden, when they lose, it's "blame someone else for my poor decisions" time. The player wagered in the knowledge that they could win or lose....just like anyone does when they gamble. Insisting that the casino should return the losses is the mating call of the Twilight Zoners.

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.

@Shumantic.....take notnappy's advice re the PAB....he's speaking from experience.

 

[billy_g22]

So you would also have insisted that, if the player had won more instead of losing the lot, the balance should have been restored to the original lesser amount? Yeah right.

The player ignored the casinos request for almost TWO WEEKS whilst they were winning. Then all of a sudden, when they lose, it's "blame someone else for my poor decisions" time. The player wagered in the knowledge that they could win or lose....just like anyone does when they gamble. Insisting that the casino should return the losses is the mating call of the Twilight Zoners.

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.

@Shumantic.....take notnappy's advice re the PAB....he's speaking from experience.

Those that have had an issue with the casino have just as much right to post it as you do to defend them tooth and nail. I've found that most times with the online casino business, even with good casinos there are two sides to the story. There are real problems with the Inetbet email system whether you decide to ignore them or not. I'm not saying they're a horrible casino by any means. But on a site like this, I'd rather people post their experiences good and bad and use that to make the decisions myself. Sometimes it isn't fun to learn by experience.

 

[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 <[email protected]>
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 <[email protected]>
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.

 

[The Dude]

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.