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Discussion in 'Online Casinos' started by me_and_ed, Jul 19, 2006.

    Jul 19, 2006
  1. me_and_ed

    me_and_ed Ueber Meister CAG MM

    Occupation:
    Construction, Mining, Food
    Location:
    Vancouver
    I am trying to understand how this casino made the accredited list, I understand they are trustworthy and all BUT I always read stay away from any casino you can't call or that does not have live support (correct me if I am wrong but I could not find live support or a contact number) I had an issue last night and could not contact them other than email, I tried their call back service but no call, I waited over 4 hours for a response, sorry but when I want to play I dont want to have to wait 4 hours to get a simple issue resolved.It pissed me off so much I closed my account:mad:
     
  2. Jul 19, 2006
  3. swampwitch

    swampwitch ProfessionalUnderachiever CAG MM webmeister

    Occupation:
    Independent craftsperson specializing in chenille
    Location:
    Iowa, dammit.
    That's strange. I've never had to wait more than an hour for a response.

    In my opinion, I think you might be jumping the gun on closing your account. iNetBet is reliable, honest...and usually very prompt with a reply.

    Have you tried sending Emily a pm through this forum?
     
  4. Jul 19, 2006
  5. me_and_ed

    me_and_ed Ueber Meister CAG MM

    Occupation:
    Construction, Mining, Food
    Location:
    Vancouver
     
  6. Jul 19, 2006
  7. silcnlayc

    silcnlayc Just one more spin pleez! CAG MM PABnonaccred PABaccred

    Occupation:
    IT Director of Operations
    Location:
    Left Hungary
    This casino might be one of the best for many, but as me_and_ed states :
    I agree totally and that was one of the reasons I also removed thier software a few months ago and haven't been back since. I replaced them with one that has instant payouts and instant online chat. For I agree, why should I chase down someone and have to WAIT to plead my case when it is MY MONEY they hold hostage.

    I choose to allow only certain few casinos now, to hold my money hostage and only for a few moments...for you gotta love that instant chat/ payouts at the best casinos, IMHO, and I choose to only play at them now (except for 32RED which has a very fast payout also)
     
    3 people like this.
  8. Jul 19, 2006
  9. me_and_ed

    me_and_ed Ueber Meister CAG MM

    Occupation:
    Construction, Mining, Food
    Location:
    Vancouver


    I just had a payout from 32RED, SWIFT (bank wire) 4 days in my account, I call that excellent service considering 3 of those days the money floats around in nebulous land.
     
  10. Jul 19, 2006
  11. swampwitch

    swampwitch ProfessionalUnderachiever CAG MM webmeister

    Occupation:
    Independent craftsperson specializing in chenille
    Location:
    Iowa, dammit.
    There are loads of really crappy casinos out there with instant chat. Just putting that out there.

    You're both entitled to your opinion, of course. You should play where you're most comfortable. I am VERY comfortable with iNetBet. I trust them, I get excellent service, and my payouts are less than 24 hours.

    I'm just sorry you didn't get the response you wanted in the time you wanted.
     
    1 person likes this.
  12. Jul 19, 2006
  13. me_and_ed

    me_and_ed Ueber Meister CAG MM

    Occupation:
    Construction, Mining, Food
    Location:
    Vancouver
     
  14. Jul 20, 2006
  15. silcnlayc

    silcnlayc Just one more spin pleez! CAG MM PABnonaccred PABaccred

    Occupation:
    IT Director of Operations
    Location:
    Left Hungary
    I am not attacking them either or saying they are not a good casino.

    I just didn't have a pleasant experience with INETBET and chose not to allow them another chance to repeat it. I found another casino after a few test drives that made me a lot happier and was similar and chose to replace INETBET with them and I have NEVER had an unpleasant experience with them such as I did with INETBET as of this date.

    And for me, Casino eXtreme offers this.

    I believe this to be also true. It only takes once for me. There are way too many good casinos that would be happy to earn my business and keep it unlike a few that disregard players, forgetting that it is still OUR MONEY until we choose who to play with.
     
  16. Jul 20, 2006
  17. emily_hanson

    emily_hanson Casino Representative

    Occupation:
    iNetBet Casino Manager
    Location:
    London
    me_and_ed

    I am very sorry your experience was not up to your expectations.

    This is certainly not what we strive to offer.

    I do agree in a perfect world we would rather answer every email within 5 minutes, at most times we are able to do this, however as with all operations we do have periods when we are busier than normal and these response times can become extended.

    I have looked into your comments and have found we received 3 mails, the first was received at 02.23 AM, the second at 02.34 AM, both of which asking the same question.

    We then received a final one stating you wanted your account closed at 03.30 AM.

    I also cannot find any call back requests for that time from you.

    Unfortunately your request to remove a coupon playthrough was one that required our support staff receiving the OK from management, so it was not quite as simple as you mentioned. Which may have attributed to some of the delay you experienced.

    On the issue of live support, we offered both telephone and live chat a few years back, however both proved to cause more problems than they solved, so we increased and improved our internal support staff and did away with them both.

    As I mentioned I am not making excuses for the delays you experienced, as I agree with your sentiment that an immediate response is the optimum.

    I have PM ed you a personal message as well.

    Best regards
    Emily Hanson
     
    3 people like this.
  18. Jul 21, 2006
  19. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    E-mail

    I am not sure that only having E-mail is wise. I have found that increasingly aggressive SPAM filtering is cutting out the ability of many casinos to receive customer E-mails. Worse, the sender gets NO feedback of this in most cases. I have often had no response to E-mails, and have resorted to phoning (which I do only when necessary, or when the issue might be complex). I have often been told that all my E-mails are "stuck" on the server and never reached support.
    If this happens with Inetbet, how are customers able to raise the alarm, other than sending a PM to Emily? (open only to those who know about Casinomeister reps).
    If the SPAM filters are removed, this then leaves CS vulnerable to a denial of service attack via SPAM.
    Although in the above case the player waited 4 hours, it seems that all the E-mails were "stuck" and piled in quickly in a short space of time. There was also no record of the call-back request, could there be technical issues that prevent a call-back from being received at the CS, but with the software indicating a successful registration of the request.

    In general terms, players need a way to be assured that their E-mails will NOT ever be filtered by SPAM filters while they are an active customer and use the E-mail address registered with the casino. Many casinos seem unable to grasp that a SPAM filter without the ability to whitelist their own players E-mail addresses is going to cause them problems from aggrieved players who believe they are being ignored. There are too many dodgy outfits who use ignoring E-mails as a means to rip off players.

    I am NOT singling out Inetbet, many casinos that prefer to use E-mail support seem to have increasing problems with incorrectly filtering out genuine support requests. The worst offender for me was Jackpot Factory, many times I have had E-mails not get through, and some were found to be "stuck on the server", even after more than 24 hours had passed!

    Emily, does Inetbet send a automatic reply to indicate a customers E-mails have actually made it through the filters, and been queued for support. Secondly, is it really necessary to get managers to approve the REMOVAL of a bonus, as this is what seems to have been the issue?
     
    1 person likes this.
  20. Jul 21, 2006
  21. GrandMaster

    GrandMaster Ueber Meister CAG

    Occupation:
    Mathematician by day, online gambler by night.
    Location:
    UK
    I have mentioned the idea of whitelisting customers' e-mail addresses a few times before. Gala International was one casino where my e-mails were always bounced back as spam. Trident Lounge asked me once to fill in and send back some form, and their spam filters rejected their own form as spam. :confused:
     
  22. Jul 22, 2006
  23. silcnlayc

    silcnlayc Just one more spin pleez! CAG MM PABnonaccred PABaccred

    Occupation:
    IT Director of Operations
    Location:
    Left Hungary
    This is only one of the test drives I do before making a casino my home....if I hit reply and it goes through and I receive a confirmation within minutes, then I know for a fact that I am in queue to be responded to which is a very nice thing to know.

    The second is receiving and e-mail again within minutes of a deposit confirming I made one which I find excellent just in case my neteller account gets hijacked again and this would make me very aware of the transactions going on.

    Definitely some good ideas for all GOOD casinos.
     
  24. Jul 22, 2006
  25. emily_hanson

    emily_hanson Casino Representative

    Occupation:
    iNetBet Casino Manager
    Location:
    London
    Hello to all,

    vinylweatherman
    Emily, does Inetbet send a automatic reply to indicate a customers E-mails have actually made it through the filters, and been queued for support. Secondly, is it really necessary to get managers to approve the REMOVAL of a bonus, as this is what seems to have been the issue?


    To answer your questions, no we do not at present have that facility.

    The removal was not of a bonus it was the coupons wagering that had not cleared.

    I have copied below the time delay I alluded to in my first post:
    I have looked into your comments and have found we received 3 mails, the first was received at 02.23 AM, the second at 02.34 AM, both of which asking the same question.

    We then received a final one stating you wanted your account closed at 03.30 AM.

    We strive to answer every mail as speedily as is possible, however as I mentioned there are times when a delay is inevitable, whilst we are continually attempting to improve our Customer Service, I do not think that the above delays are representative of bad service or indeed a service that does not match or excel most others available.

    That said we will continue to improve and ensure that these delays if and when they occur are kept to the barest minimum.

    For the record, at this time, we are looking at a new system along the lines that vinylweatherman has suggested.

    Best regards and have a great weekend.
    Emily Hanson
     
  26. Jul 23, 2006
  27. frufrugirl

    frufrugirl Senior Member

    Occupation:
    retired
    Location:
    NorthWest USA
    im a little uneasy with iNetBet right now....email slow

    Emily, I deposited at iNetBet based on some members comments earlier that said u had fast payouts. I took advantage of the great bonus coupons offered to members, played out the first free one, then used the deposit 10 and get 20. Much to my delight I made it thru requirements and up to $200. I had a question about the fax id form, emailed and received a reply from csr Alan, (really nice too) said I wouldnt need one, just click on click2pay when ever I was ready and I would get money. Thus, my question wasnt answered because of his info. Yeah! I sat on it overnight and tried to withdraw the next day. No go. Need Id form. Emailed, got a reply they didnt know what the problem was, just click click2pay! No go-denied because I need fax form. Thats fine with me but now i need to email again to get my original question answered. (Im DSL svc so phone back not an option, I use this for my business)emailed once no reply so I figured out how to send id via email and hoped i did it right..sent that with a backup to me just to make sure it was readable, emailed a couple of hours later asking if received, no answer, next day, this am no email again. So, I rerequested...now its pending. Now its been Pending all day. Whats up? how come this is taking so long? Teeteegirl at Inetbet
     
  28. Jul 23, 2006
  29. lucky21

    lucky21 Dormant account

    Occupation:
    plant mechanic
    Location:
    australia
    Hi All
    I agree casino's should be improving customer relations not withdrawing services like live chat and phone numbers, in my mind that makes them less transparent, i would like to see address and phone numbers including parent companies of all online casino's. They should be transparent to all aspects of there business but as yet their lack of regulation means they can still make it up as they go along, its a very grotty industry, not far from throwing my support behind the ban casinos acts because casino's continually prove they cannot behave.
    Also me and ed, oasis is a good casino to avoid.
    Lucky
     
  30. Jul 23, 2006
  31. unicorn40

    unicorn40 Dormant account

    Occupation:
    cold storage warehouse worker
    Location:
    Ontario, Canada....
    I get great service, and my payouts are less than 24 hours too at iNetBet.....I've always had my emails answered really quick too.....less than an hr...usually within 1/2 hr.....I've never actually had to use live chat or phone a casino yet....I guess i'm lucky that way so far......
     
  32. Jul 23, 2006
  33. frufrugirl

    frufrugirl Senior Member

    Occupation:
    retired
    Location:
    NorthWest USA
    Probelm solved, thanks Emily if that was you..

    Just got home , checked my email and lo and behold, my withdrawl was processed. thks Emily if that ws you, also thankyou James at iNetBet for your courteous email. It is appreciated.
     

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