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Bitch and Moan Inetbet stalling my cashout (?)..asking for multiple copies of docs

Discussion in 'Casino Complaints - Non-Bonus Issues' started by DaveG39, Jul 17, 2012.

    Jul 17, 2012
  1. DaveG39

    DaveG39 Experienced Member

    Occupation:
    Disability
    Location:
    Glendale,CA,USA
    I recently got an email from Inetbet touting new deposit/withdraw methods so, after a long hiatus I decided to get back in. After losing my first couple small deposits I had a winning session and decided to cashout. I sent all my authorization docs and waited. Next morning I get an email from accounting saying some of my docs hadn't been received (this is after being assured by CS that they had been). Resent those and waited again. Get an email today from accouting saying "oh btw we're missing this too"...c'mon people!!
     
  2. Jul 17, 2012
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Welcome to iNetBet's flaky email system, which happens to be the ONLY system made available for players. Emails seem to go missing at random, which can turn the simple process of submitting documents into a marathon of repeated resending with no idea how to get "this one through when the last didn't make it". They got some documents, but not all. Since they are in the business of accepting documents by email, they should ensure that they provide a properly tuned email address that accepts attachments of some size in order that documents get through.

    Players can help by using the JPEG format, and checking the size of the document before sending it. Very large attachments will often fail, so one obvious check is to see whether the ones that failed to get through are much larger files than the ones that made it. This can happen where the files are in BMP or TIFF format, rather than JPEG. This would be a setting in the device used to make the copies by the user, either a scanner or digital camera. In some cases, these settings are automatic, and the device decides on the best setting for the type of document being scanned. Invariably this would be based on quality of reproduction, rather than ability to send via email.
     
    1 person likes this.
  4. Jul 17, 2012
  5. DaveG39

    DaveG39 Experienced Member

    Occupation:
    Disability
    Location:
    Glendale,CA,USA
    What gets me is they claim to be missing docs that I sent in the same email as ones they claim to have, and then not telling me ALL the ones they are missing. I do use JPEG format on my scanner.
     
  6. Jul 17, 2012
  7. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I see. This is not such a clear cut case of random emails not getting through. If ALL attachments went missing, that I can understand, but it would be their fault for not allowing attachments on incoming emails. Where only some go missing, it is harder to explain.

    This would usually be a simple problem to resolve, you would just phone them up and discuss what is going wrong, and how to correct it. Often this would involve staying on the phone whilst the emails are being sent, and getting confirmation that they had got through, and then relax and await verification and payment. Unfortunately, iNetBet does not offer the facilty to troubleshoot in real time over the phone, so what might be a short troubleshooting session can end up taking days, if not weeks. It can get even worse when the troubleshooting conversation itself falls victim to random email deletions, as then progress can grind to a halt.

    With iNetBet, these additional internal steps don't exist, so if email fails, it is straight to third party mediation. This begins by sending a summary of the problem to the iNetBet casino rep here through forum PM. If this does not speed up progress, the next step would be a formal PAB. It is not about iNetBet refusing to pay, but of them failing to offer a working system by which player verification can be expedited.

    iNetBets position is set in stone, they see no issues with their email system, and believe it is fit for purpose. Cases like this prove that it clearly is NOT fit for purpose in 100% of cases, and the lack of provision of a back up facility causes repeated problems of this nature.

    Until someone can figure out just what is happening when things go wrong, and a solution can be designed that users can implement to ensure their emails always get through, there will always be instances like this, and it will keep losing iNetBet players who go elsewhere after such a simple process becomes an ordeal.
     
  8. Jul 17, 2012
  9. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Dave, can you send the attachments together with a pm to the rep here ie Inetbet Promos?

    How much was your w/d btw? You can be sure they are aware of this issue by now as they monitor the forum every day.
     
  10. Jul 17, 2012
  11. DaveG39

    DaveG39 Experienced Member

    Occupation:
    Disability
    Location:
    Glendale,CA,USA
    I sent a note to Emily. I'll try Promos next if my cashout isn't approved by tomorrow. Deposit 60, w/d 76. (may not look like much but is a 25% profit) :)
     
  12. Jul 18, 2012
  13. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    No casino stalls for $76 including Virtual.:p
     
    1 person likes this.
  14. Jul 18, 2012
  15. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    How many documents did you send in a single email?
    How large were they?
    What was the total size of all the attachments?

    Depending on what email service you use any of these issues could have caused problems in the send/receive process. It's not "stalling" if they're having a problem getting all your docs.

    And as Chu said, it's unlikely to stall you for 76 bucks. They're spending more than that in man hours trying to deal with your issue(s). I'd suggest looking elsewhere for the real problem here.
     
    1 person likes this.
  16. Jul 18, 2012
  17. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    When I get this problem, I first split the documents and send one per email. I then send a separate follow up email that has no attachments asking them to confirm whether they have received all of the documents I have just sent. This often works, but I have never had the problem where only SOME attachments in a single email go missing, and the rest get through.

    I also know that single attachments that are too large will not get through your own email service, so will not even get sent. The limits seem to differ from place to place, and this lack of a standard creates many problems as what worked at one place will not necessarily work at another.

    Secure document upload via the software or website is an obvious solution as it bypasses all these email related problems. Unfortunately, relatively few operators have implemented this, and even where they have, it is not always obvious.

    If all attachments are under 1 Mbyte, and they are sent one per email, you should not have any problems unless the casino have not set up their email properly. Many operators forbid attachments altogether from emails to their normal support address, and a differently configured email address is then set up for documents. CS do not always make this clear in their request, so players simply send the documents back to the same email that the request came from. This is the issue that caused my latest problem, and it turned out I should have been given a specific email address to use, and when I was, and used it, the problem with one of the documents was solved, which oddly was the SMALLEST of the three, the other two larger ones having been on the same email, and made it through with no trouble. This is why this problem is so hard to troubleshoot.
     
    2 people like this.
  18. Jul 18, 2012
  19. P.V.

    P.V. Senior Member webmeister

    Occupation:
    Make money!
    Location:
    Turn around...
    Missing doc's with personal information isn't good. Hopefully they received them and not someone else. :eek2:

    This process is so 10 years ago.. ;)
     
  20. Jul 18, 2012
  21. P.V.

    P.V. Senior Member webmeister

    Occupation:
    Make money!
    Location:
    Turn around...
    Working on it. :)
     
  22. Jul 18, 2012
  23. Slotster!

    Slotster! I predict a riot. CAG

    Occupation:
    al Hazard
    Location:
    Location, Location!
    I agree, all groups that request ID/Documentation should have this system in place by default; in my opinion it should be a pre-requisite of Meister Membership!

    That would mean you get paid quicker though and there's no margin for error = Let's stick with the old 'flaky' email system :rolleyes:

    Cynical? Me?.. :D
     
  24. Jul 18, 2012
  25. DaveG39

    DaveG39 Experienced Member

    Occupation:
    Disability
    Location:
    Glendale,CA,USA
    Follow-up:

    My withdrawal was approved today (yay!). Now I just have to wait for it to hit my Entropay. Max, the most I sent in one email was 4, with a total size of 2.6 MB, most email systems can handle up to 5MB attachments these days, right?
     
    1 person likes this.
  26. Jul 18, 2012
  27. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I have had totals under 5MB cause problems, but sending them individually usually overcomes them. Email systems have no generally accepted standards, so they could be using one that only accepts up to 2MB, so 2.6MB would fail. Operators SHOULD provide this level of detail in a "how to" on sending documents, but many just put "you can email your documents to CS" and expect players to somehow figure out what their individual standards are. Non standard filetypes can also get rejected, which is why the JPEG standard is suggested. It is both small enough, and well known enough, that it should not cause problems with email systems. Other filetypes can cause rejection, expecially self extracting archives as they carry the .exe marker, and cannot be considered safe to let through. TIFF and BMP are safer still, and offer better clarity, but they are much larger files so often fall foul of attachment size limits, so fail to get through.
     
  28. Jul 18, 2012
  29. PegeeSue

    PegeeSue Full Member

    Occupation:
    Finance Officer/Administrator
    Location:
    Canada
    Congrats on your w/d.

    Whenever I send in my docs I always always always use the request read receipt and receive verification receipt. Once the email gets to its destination I get an email telling me it was accepted at such and such. Once they open the email I get a read receipt saying they've opened it. If a casino emails me and says they didn't receive my docs I then shoot them the emails that I got telling me that not only did my email get to them but they also opened it. After that I don't usually have any more issues and the casino seems to have changed their mind and my docs get approved.

    Just my two cents.
     
  30. Jul 18, 2012
  31. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This looks like they were lying to start with. This alone should be enough to make you suspect they are rogue. When a casino says they didn't receive documents, and are telling the truth, no amount of argument on the players part should get them past admitting that they DID receive them, but lost them. If they are able to verify them after being given evidence of receipt, it is a damning indictment of their procedures for handling such sensitive personal data. Such data should be handled with enhanced levels of security than that for ordinary emails, and proper internal traces put in place to ensure that they are able to tell where these files went, what happened to them, and who has them now.

    It seems documents keep getting "lost" because the staff on the front line receiving them are careless in how they then handle them internally. They then end up getting lost internally, and untraceably, because front line did something wrong when forwarding them to the cashiers team. If front line say they never even turned up there, but were received and then read, it means their systems are leaky as a sieve, because SOMEONE both received and read that email.

    I don't use these "read receipts" because whenever someone uses it on an email to me it doesn't work, and I can simply say "no, don't send" from within my software, so if I wanted to read an email and then claim I never got it, I could.

    If I click "yes, send read receipt", my ISP disallows this as "using their gateway as a relay service", so it doesn't get sent in any case.

    It seems these methods of tracking emails are not supported by all ISPs and email clients, and there is always the option for the recipient to decline to be tracked as having received and read an email.
     

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