vid_poker
Dormant account
- Joined
- Mar 26, 2012
- Location
- United States
I have had a few experiences with INetBet I would like to ask about. Let me first start out by saying that their withdrawal process is actually quick compared to other casinos and they offer good video poker games, so I like the casino. The customer service experience has been extremely odd in a few cases. I wanted to describe what happened and ask for your opinions.
As a little background, INetBet is an email only customer service operation.
1. For my first withdrawal with INetBet, they mentioned that I could get a Fedex tracking number for the check package. I emailed them a few times over a week requesting this and didn't receive any responses. I sent another email explaining that I hadn't received responses and they said that they had already sent an email explaining that the tracking numbers were delayed because of an Easter backlog. I asked them to forward the original email so I could see it and received no response about that request. I did receive a response to another question in that same email about something else so I assume they chose to ignore it for some reason. (I eventually got this check in satisfactory fashion).
2. This was another instance of not receiving emails from customer support and some other issues with information. I requested a withdrawal for an amount over 2500, not knowing that the maximum withdrawal was 2500 by check. I received no correspondence for a week and decided to send an email to customer service to see if there was anything wrong. They said that they had sent me an email the day after the withdrawal request saying the maximum withdrawal was 2500. Note that the maximum withdrawal in the cashier is set at 10,000 and I can't find any mention on their website of a maximum cash withdrawal for US residents. Anyway, I didn't receive this email and checked my junk mail box and it wasn't there either. I responded by telling them I hadn't received this email and I thought they were mistaken in thinking that it was sent. I also said I was confused because the cashier said that the maximum withdrawal was 10,000. They responded by saying that I was calling them liars and they were offended. They also said there was no mention of the max withdrawal being 10,000, which was clearly untrue because that's what it says in the online cashier. I tried to smooth things over by saying that I just wanted them to forward me the original email to try to diagnose what was wrong. They finally sent me a copy paste of an email that was supposedly written on the day after the withdrawal with the information. The copy didn't include the address of the recipient but did include the date. I still don't understand why they can't forward the original email, but I gave up trying to pester them about it. Furthermore, they said there is no way to condition the min and max withdrawal by country. I don't buy this at all, because they can condition the min and max deposit, not only by country but by how much you have already deposited in the day (in other words, if you have already deposited 1000 by a certain method with a max deposit of 1000 and you try to deposit again, the deposit will not be processed). If you can condition the cashier on the personal information of a player, you can condition on the country information of the player.
3. In my most recent interaction with customer service, I was requesting them to remove the last few cents from my account balance. They have a restriction that the maximum cashout from any "free money" is 10x the bonus. I had to clear the money before I deposited again or else face restrictions on the new money. To my knowledge, I can't play less than a dollar on any machine (without being auto sent to cashier), so I can't lose an amount less than a dollar on purpose. I have had my account balance set to zero on one other occasion and it was no problem. Over the last weekend, I sent a few emails to INetBet asking for the zero balance. I figured, there may again be a problem with lost emails, so I did it a few times. On the third request, they responded by saying that they don't set account balances to zero and told me to play it out on a machine, knowing full well that I can't and that they have performed this service before. In addition, Old / Expired Link, there is a statement in rules and regulations that any bonus or free money can be removed from your account by sending an email to customer service. Its the 5th paragraph from the bottom.
As a little background, INetBet is an email only customer service operation.
1. For my first withdrawal with INetBet, they mentioned that I could get a Fedex tracking number for the check package. I emailed them a few times over a week requesting this and didn't receive any responses. I sent another email explaining that I hadn't received responses and they said that they had already sent an email explaining that the tracking numbers were delayed because of an Easter backlog. I asked them to forward the original email so I could see it and received no response about that request. I did receive a response to another question in that same email about something else so I assume they chose to ignore it for some reason. (I eventually got this check in satisfactory fashion).
2. This was another instance of not receiving emails from customer support and some other issues with information. I requested a withdrawal for an amount over 2500, not knowing that the maximum withdrawal was 2500 by check. I received no correspondence for a week and decided to send an email to customer service to see if there was anything wrong. They said that they had sent me an email the day after the withdrawal request saying the maximum withdrawal was 2500. Note that the maximum withdrawal in the cashier is set at 10,000 and I can't find any mention on their website of a maximum cash withdrawal for US residents. Anyway, I didn't receive this email and checked my junk mail box and it wasn't there either. I responded by telling them I hadn't received this email and I thought they were mistaken in thinking that it was sent. I also said I was confused because the cashier said that the maximum withdrawal was 10,000. They responded by saying that I was calling them liars and they were offended. They also said there was no mention of the max withdrawal being 10,000, which was clearly untrue because that's what it says in the online cashier. I tried to smooth things over by saying that I just wanted them to forward me the original email to try to diagnose what was wrong. They finally sent me a copy paste of an email that was supposedly written on the day after the withdrawal with the information. The copy didn't include the address of the recipient but did include the date. I still don't understand why they can't forward the original email, but I gave up trying to pester them about it. Furthermore, they said there is no way to condition the min and max withdrawal by country. I don't buy this at all, because they can condition the min and max deposit, not only by country but by how much you have already deposited in the day (in other words, if you have already deposited 1000 by a certain method with a max deposit of 1000 and you try to deposit again, the deposit will not be processed). If you can condition the cashier on the personal information of a player, you can condition on the country information of the player.
3. In my most recent interaction with customer service, I was requesting them to remove the last few cents from my account balance. They have a restriction that the maximum cashout from any "free money" is 10x the bonus. I had to clear the money before I deposited again or else face restrictions on the new money. To my knowledge, I can't play less than a dollar on any machine (without being auto sent to cashier), so I can't lose an amount less than a dollar on purpose. I have had my account balance set to zero on one other occasion and it was no problem. Over the last weekend, I sent a few emails to INetBet asking for the zero balance. I figured, there may again be a problem with lost emails, so I did it a few times. On the third request, they responded by saying that they don't set account balances to zero and told me to play it out on a machine, knowing full well that I can't and that they have performed this service before. In addition, Old / Expired Link, there is a statement in rules and regulations that any bonus or free money can be removed from your account by sending an email to customer service. Its the 5th paragraph from the bottom.
