iNetbet won't honor free chip ...

nihtolouloudo

Dormant Account
PABnononaccred
Joined
Jul 12, 2007
Location
Germany
but the worst thing about it, is their customer service for NON depositors or rather for winners on free chips that haven't deposited with that casino before.

I found a free chip code on casinobonus2.com, stated as below:

Your bonus code: K9EGK
$5 Labor Day free chip
30X- $150 Playthru needed
10X – $50 You can withdraw

I was able to redeem the code with no problems, I met the playthrough and I had over $122 in my account. I tried to withdraw the $50 according to the rules, but it was not possible as I had never sent doc copies. I did send copies and went back the next day to try to withdraw again. My balance was put to zero and I had no idea what happened. I tried to contact their support, no response. I sent a PM to their representative here, no response. I finally found out in my history transaction that my withdrawal has been approved (I made a screenshot of that). I was a bit confused about my withdrawal gone through although I couldn't sent it the other day, but then I decided to wait a few days before doing anything. I waited for a week hoping for response from the support or the representative or even the funds to show up. Nothing happened. I was quite angry yesterday and I contacted the representative via PM again, asking why am I being ignored like this and why no winnings have been paid yet. I did tick the box for reading confirmation this time (I hadn't the first time) and I said that I am going to post here if I won't get an answer.

Well, I did get an answer this time. The representative told me that me redeeming this coupon was against the casino rules as those chips are only for depositors and they are not responsible for other sites, if this isn't stated there. Maybe, but still this isn't my point. iNetbet casino had over a week time to answer my emails and explain why I am not getting any winnings. They did NOTHING at all! They just kept ignoring my emails but the representative answered as soon as I wrote that I am going to post a complaint here.

I only tried a withdrawal there because this casino is accredited here. A withdrawal of $50 on a free chip that shouldn't be a problem for an accredited casino as their system let me redeem it. If coupons are only for depositors, normally non depositors can't redeem them in the first place. The representative didn't bother answering my question regarding that fact.

I really wouldn't bother at all if it were for a rogued casino (I am playing long enough now to know how they work), but it is just a shame that an accredited casino ignores players. A non depositor is a future depositor, but this casino failed the test. I do understand that they can't be held responsible for other sites, but they are responsible for the way they treat customers!
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
but the worst thing about it, is their customer service for NON depositors or rather for winners on free chips that haven't deposited with that casino before.

I found a free chip code on casinobonus2.com, stated as below:

Your bonus code: K9EGK
$5 Labor Day free chip
30X- $150 Playthru needed
10X – $50 You can withdraw

I was able to redeem the code with no problems, I met the playthrough and I had over $122 in my account. I tried to withdraw the $50 according to the rules, but it was not possible as I had never sent doc copies. I did send copies and went back the next day to try to withdraw again. My balance was put to zero and I had no idea what happened. I tried to contact their support, no response. I sent a PM to their representative here, no response. I finally found out in my history transaction that my withdrawal has been approved (I made a screenshot of that). I was a bit confused about my withdrawal gone through although I couldn't sent it the other day, but then I decided to wait a few days before doing anything. I waited for a week hoping for response from the support or the representative or even the funds to show up. Nothing happened. I was quite angry yesterday and I contacted the representative via PM again, asking why am I being ignored like this and why no winnings have been paid yet. I did tick the box for reading confirmation this time (I hadn't the first time) and I said that I am going to post here if I won't get an answer.

Well, I did get an answer this time. The representative told me that me redeeming this coupon was against the casino rules as those chips are only for depositors and they are not responsible for other sites, if this isn't stated there. Maybe, but still this isn't my point. iNetbet casino had over a week time to answer my emails and explain why I am not getting any winnings. They did NOTHING at all! They just kept ignoring my emails but the representative answered as soon as I wrote that I am going to post a complaint here.

I only tried a withdrawal there because this casino is accredited here. A withdrawal of $50 on a free chip that shouldn't be a problem for an accredited casino as their system let me redeem it. If coupons are only for depositors, normally non depositors can't redeem them in the first place. The representative didn't bother answering my question regarding that fact.

I really wouldn't bother at all if it were for a rogued casino (I am playing long enough now to know how they work), but it is just a shame that an accredited casino ignores players. A non depositor is a future depositor, but this casino failed the test. I do understand that they can't be held responsible for other sites, but they are responsible for the way they treat customers!

Actually, many RTGs let coupons be redeemed. But it doesn't always mean the player is eligible to receive them ex: back to back coupons, deposit-only coupons, affiliate sign up coupons. ALWAYS ask live chat before redeeming/playing one that you qualify for it. Saves a lot of headache after the fact.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Actually, many RTGs let coupons be redeemed. But it doesn't always mean the player is eligible to receive them ex: back to back coupons, deposit-only coupons, affiliate sign up coupons. ALWAYS ask live chat before redeeming/playing one that you qualify for it. Saves a lot of headache after the fact.

He might would have done that if they have had livechat at Inetbet, but they don't:rolleyes:
The question is if they had bothered to answer him if he had asked about the chip before he started playing with it.
It doesn't seem that way if they were ignoring the mails and pm's after he had been denied.

I love Inetbet I do and I think it's sad when they chose whom to send replies to.

I do think it's the players responsibility to check if they are eligible for the chip, and I know Inetbet has that rule stated on their site about only for depositors, so they did nothing wrong with denying the winnings.
 

rainmaker

I'm not a penguin
Joined
Dec 28, 2010
Location
-
Actually, many RTGs let coupons be redeemed. But it doesn't always mean the player is eligible to receive them ex: back to back coupons, deposit-only coupons, affiliate sign up coupons. ALWAYS ask live chat before redeeming/playing one that you qualify for it. Saves a lot of headache after the fact.

Yea I agree with you. One can not always trust that the information found on affiliate sites are 100% correct as there are many out there with old/incorrect information. To contact CS before playing with special promotions is a good thing, especially when you are using a no deposit offer at a casino where you never have done a deposit.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Firstly, the casino is well within their rights to refuse payment. The fact that the coupon was accepted is immaterial. The person you should be angry with is the affiliate, but then its the risk you take when copying codes from bonus whore sites.

Secondly, and probably more importantly, is the inexcusable timeframe involved in answering queries and resolving the issue.

As everyone knows, I've been a supporter of iNetbet for many many years, due to their very fast and hassle-free payouts, lack of silly withdrawal limits, reasonable promotion terms, and consistent involvement in the CM community. I've accepted their past claims of email rejection issues, and felt at times that some players may have been telling porkies about sending emails in the first place.

However, after close scrutiny of such issues over the past year, I think that the majority of ignored emails are just that - ignored - and the reason/s are becoming clearer with each related complaint.

I think it is far too coincidental that all occurrences of non-response from inetbet support involve disputes of some kind, whether it be bonus or withdrawal related. I've yet to see a complaint from a player who emailed support asking about how to deposit being ignored....I'm sure you catch my drift.

If the complaints of non-responsiveness were across the board I.e. covering all kinds of issues from the benign to the complicated, then the "email server/rejection" explanation would fit the bill. The fact that it involves only disputes of some kind says otherwise.

My assessment of the situation is this:

1. Support staff are deliberately ignoring emails that they don't want to answer. The reason? Who knows, but experience tells me that the same people doing the same job for too long tend to lose sight of what their job actually is, and they begin to pick and choose who and what they address.

2. When a player employs the "read receipt" function, they get a prompt reply. The player in this thread is a good example...no response for days, and then "bingo" when they request a read receipt. One doesn't have to be Sherlock Holmes to work out what's going on.

3. Management at inetbet are not properly supervising their support staff and systems. Again, in my experience, attitude of staff reflects on management, and if management are pretty much happy to let them have a free hand (and it appears they do), then the staff will start making their own rules.

4. Management have done nothing to address the issue of emails. How do I know? Nothing has changed, and this has been going on for a VERY long time. IMO this is further evidence that they either condone the ignoring of emails, or they don't really care that much.....either way, it is unacceptable from an accredited casino.

5. Support staff at iNetbet need basic customer service training or re-training. I've had several terse replies over the years.....some might even be considered rude.....but given I'm like that myself, as long as the question is answered I could wear it. However, most people object to receiving replies with no addressee or greeting e.g Hi Billy, no acknowledgment of the customer's time and effort e.g Thankyou for your email, and no spacing or proper layout one should expect from a professional business. Am I nit-picking? I don't think expecting basic courtesy is nit-picking.


I could go on, but I don't want this to become a "casino bash".

I dont think anything I have stated is unreasonable. The more I think about it, the more I think that a certain malaise has set in with INetbet support and IMO it is time for management to step up and demand that every email be answered and that basic professional courtesy be a minimum requirement when responding to players.

The "server issues" excuse is no longer valid IMO. It's time to swing some changes, and I call on Bryan to examine this issue closely and decide whether the status quo is really acceptable from an award-winning accredited casino.
 

mattsgame

Meister Member
webmeister
CAG
Joined
Sep 17, 2009
Location
Out Of Town
but the worst thing about it, is their customer service for NON depositors or rather for winners on free chips that haven't deposited with that casino before.

I found a free chip code on casinobonus2.com, stated as below:

Your bonus code: K9EGK
$5 Labor Day free chip
30X- $150 Playthru needed
10X – $50 You can withdraw

Just had a look at this site, and as Nifty has mentioned it is a "Bonus Whores" site full of bonus whores, its basically anyone and everyone shoving/posting up any bonus they find or receive in there email, not really the best place to be looking for bonuses as half of these are probably personal codes or invite only codes and have nothing to do with the actual affiliate/owner of the site.

Would you not have thought that if you were eligible you would have received an email with a code in the first place?

Seeing Cool Cat and co on there would have made me run for the hills for starters, especially when Cool Cat is number 1 under "Best Casinos"
 

ksech

Dormant account
Joined
Jul 27, 2007
Location
Here
Actually, many RTGs let coupons be redeemed. But it doesn't always mean the player is eligible to receive them ex: back to back coupons, deposit-only coupons, affiliate sign up coupons. ALWAYS ask live chat before redeeming/playing one that you qualify for it. Saves a lot of headache after the fact.

Except iNetBet doesn't employ the use of livechat:rolleyes:....(I seem to recall it had something to do with...they didn't want to be bothered with players asking for free chips all the time via livechat(?)...)
 

rainmaker

I'm not a penguin
Joined
Dec 28, 2010
Location
-
Just had a look at this site, and as Nifty has mentioned it is a "Bonus Whores" site full of bonus whores, its basically anyone and everyone shoving/posting up any bonus they find or receive in there email, not really the best place to be looking for bonuses as half of these are probably personal codes or invite only codes and have nothing to do with the actual affiliate/owner of the site.

Would you not have thought that if you were eligible you would have received an email with a code in the first place?

Seeing Cool Cat and co on there would have made me run for the hills for starters, especially when Cool Cat is number 1 under "Best Casinos"

I had to take a look at the site after your post and you are right. What amazes me is that reputable casinos actually are interested in being promoted on sites like this one (since they have accepted his affiliate application). I see several accredited casinos.
 

iNetBet Promos

Accredited Casino Representative
Joined
Nov 25, 2004
Location
United Kingdom
Hi All,
In response to the OP's initial post. When you made your withdrawal and it was denied you would have been sent a mail by accounts explaining why. If you did not receive this I can only apologies however this is standard practice.

One reason may be that your email address on file is not correct. I checked your account and the other contact details given such as Day /Home/Mobile numbers are all entered as sets of zeros and false so perhaps the email we have is also.
I note also that since you joined in May you have only ever played on free chips and you have claimed a good number of these. I would assume that you would have read the terms at least one in this period as so would know that players must have deposited in a given period prior to be able to cash out. If you did not do so then as others state you really should do this prior to claiming any offer.

We try to make our rules as clear and transparent as possible to avoid such instances, However if these are not read then this is a mute point.

As to your comments that emails were not answered or replied to I have checked through the mail account and I was not able to locate any mails from you in this regard. I did locate a mail to us containing your fax back form but there were no queries in that email in regards to your withdrawal. Also you state that you sent PM's but these were not answered. I checked our PM chat on this very topic and your first PM to me was answered within 4 hours and all subsequent PM's were replied to as well..

In reply to rainmaker: Much in the same way as we have no control over whether an affiliate decides to post up the full terms and conditions of any bonuses we are offering, we also have no control over which sites choose to post up an offer in the first place. These websites are not run by us and they are free to promote or post up what they like. Unfortunately this can cause problems.

I hope this information is of some assistance. Have a good week everyone.

Best Regards
iNetBet Promos
 

LHofsdal

Ueber Meister
MM
Joined
Jan 9, 2010
Location
NY
As to your comments that emails were not answered or replied to I have checked through the mail account and I was not able to locate any mails from you in this regard.

This you have stated before, but I do have a little bit of a problem with this. I will tell you why....

It was at least a year ago, and I sent in an e-mail asking some questions about my withdrawal. It went unanswered for a day or two. So I sent another one, that one went unanswered. After about 2 days I sent in another one with RE:3rd REQUEST in the subject line. I did get a reply to that one, stating that you had not received the first 2, and they answered my questions. But the funny thing is, when my questions were copied and then answered by your support staff, the questions were copied from the first e-mail. In the first e-mail I miss spelled the word convenience, I wrote conbience. In the reply that is what was copied. When I checked the other 2 e-mails I didn't even use the word "conbience" or convenience.

So I tend to think that there is a miss communication somewhere in administrative offices at Inet.....

LH
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
This you have stated before, but I do have a little bit of a problem with this. I will tell you why....

It was at least a year ago, and I sent in an e-mail asking some questions about my withdrawal. It went unanswered for a day or two. So I sent another one, that one went unanswered. After about 2 days I sent in another one with RE:3rd REQUEST in the subject line. I did get a reply to that one, stating that you had not received the first 2, and they answered my questions. But the funny thing is, when my questions were copied and then answered by your support staff, the questions were copied from the first e-mail. In the first e-mail I miss spelled the word convenience, I wrote conbience. In the reply that is what was copied. When I checked the other 2 e-mails I didn't even use the word "conbience" or convenience.

So I tend to think that there is a miss communication somewhere in administrative offices at Inet.....

LH

This is pretty damning, and begs the question as to how CS can quote something they didn't receive in a reply to what they did receive.

Do you have the evidence to back this up - it's the only way to prove the point.

The other point is that when a casino accepts an affiliate application from a webmaster, they ARE then in a position to police the content on the site. It is in the terms and conditions of the affiliate agreement that there are some methods of marketing and certain types of content that are not acceptable for a site promoting the casino under an affiliate agreement.

iNetBet may not be such a casino on this site, but others are, and so the webmaster is being rewarded for what he is doing, and by the very casinos that complain about the posting of all these codes. The simplest way to put a stop to this is via the terms of the affiliate agreement. The webmaster either disallows the posting of personal codes for sharing, or they lose their affiliate contract.

As this problem is so widespread, it is long overdue to have dealt with the problem via the software. Unlike a third party site, this IS something the casino has control over, and oddly enough, something Club World have already managed to pull off, but they use RTG software, maybe the software used by iNetBet does not support this:rolleyes:
 

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