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The truth is told about inetbet & live chat - finally.

Discussion in 'Online Casinos' started by winbig, Jul 5, 2010.

    Jul 5, 2010
  1. winbig

    winbig Keep winning this amount.

    Occupation:
    Bum
    Location:
    Pennsylvania
    Ok, the truth comes out. :) And yes, you have to read between the lines to see the *real* reason that they do not offer live chat.

    Their arrogance is going to come back and bite them.

     
  2. Jul 5, 2010
  3. brianzz

    brianzz Dormant account

    Occupation:
    Work
    Location:
    TN
    takes about 30 seconds to say no... move on to the next person.
     
  4. Jul 5, 2010
  5. spearmaster

    spearmaster RIP Ted

    Occupation:
    Devil's Advocate
    Location:
    Heaven
    I don't see anything arrogant about that at all - they were simply telling the truth. Those of you who are serious players cannot get assistance because the support reps are busy dealing with requests like this.

    Live chat is a nice feature for all players if it doesn't get abused. When it does get abused, something has to give.

    One cannot just brush them off in 30 seconds and move on - they still have to be polite when dealing with customers or potential customers.

    Otherwise some person who gets brushed off comes back to CM and makes a post along the lines of "I lost xxxx over yyy time and I felt that I deserved a free chip and Inetbet said no and cut off the chat"... and then you see what kind of uproar results...
     
    6 people like this.
  6. Jul 5, 2010
  7. winbig

    winbig Keep winning this amount.

    Occupation:
    Bum
    Location:
    Pennsylvania

    You already see people posting (usually complaining) about manager's bonuses, comps, etc. that they get from inet, so what's the difference in the medium that they use to get an answer about anything?

    It's called overhead. Everyone has it, and it's a part of doing business. Do you not think that people still ask for free chips via email? It takes just as long to brush someone off via email in regards to them asking for a free chip as it would for them to do it via live chat.


    Their arrogance has been shown time and time again by the rep here on board at CM. They choose to remain silent and ignore questions time and time again when they don't feel like answering them, but yet, they'll pick and choose the easy threads to take part in.

    Go check out the poll @ http://www.casinomeister.com/forums/online-casinos/38668-live-chat-casinos.html.

    Out of 46 respondents, 41.30% (19) players chose the option "No - I want real-time answers if I'm having a problem!." The question was pretty straight forward - "Would you play at a casino that doesn't have live chat available?"

    edit: 19 others voted for "Maybe - As long as their response time to email is always fast & efficient, and rarely "down." Well, there's been quite a few number of times that inet's email has been down or was having problems. Even just the other day their emails were bouncing for 3 hours.

    Only 6 players voted for "Yes (b) - Only if they have local, toll-free, 24/7 telephone support as an alternative.", which in my mind covers their call-back service.

    There's also been a number of (ex) players that have posted saying that they no longer play at inet for the sole reason of limited support options.
    /edit

    The players have spoken. Whether or not inet chooses to actually listen to what their clients want is up to them. Take it or leave it. :)

    ps: The only reason I posted this thread is because the inet rep has chosen to stay silent about this issue, even though they have been asked a countless number of times in a number of threads lately, and by a handful of members.
     
  8. Jul 5, 2010
  9. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    While I do not find anything wrong with Inet's stance on the live chat issue the fact is many players are getting tardy responses or none at all when communicating by email. This is not acceptable from a casino who prides itself on giving quick replies via email.

    The substance of their reply to winbig is okay but the wording smacks of arrogance.
     
  10. Jul 5, 2010
  11. spearmaster

    spearmaster RIP Ted

    Occupation:
    Devil's Advocate
    Location:
    Heaven
    Actually, it doesn't. With email, a simple form email with relevant additional details added can be done in a couple of minutes.

    Let me give you an example. Let's say you go down to the supermarket to buy some bread - but discover that all the checkout lines are full of people claiming their free bread coupons. Would you call this "overhead" and accept it, or would you go somewhere else to buy your bread - particularly as it costs you the same no matter where you buy it?

    May be true - but that doesn't make this response arrogant.

    I'm sure the (ex) players would've been just as unhappy, if not MORE unhappy, when they were never able to raise a Live Chat support request because the support reps were too busy handling other less important requests.

    I'm not saying I agree with not offering Live Chat, or that Inetbet are not arrogant - but I cannot agree that this particular instance displays arrogance - only reality.
     
  12. Jul 5, 2010
  13. lost2much

    lost2much Banned User

    Occupation:
    pharmacy
    Location:
    NorCal
    I understand Inets response to this issue, but they do seem to be testy when challenged on any issue. Just my opinion, but seems the attitude is, "We are accredited and we are the best online casino, so don't ever challenge our procedures". It's not so much what they say, but how they say it. The only true issue I have with Inet is the constant losing! Deposit, lose, deposit, lose, etc. The heck with live chat, give us a better RTP so that there will be fewer ex-customers!
     
    2 people like this.
  14. Jul 5, 2010
  15. spearmaster

    spearmaster RIP Ted

    Occupation:
    Devil's Advocate
    Location:
    Heaven
    Mind you, I can think of better reasons for closing the Live Chat avenue. If free chips were the problem, a simple "I apologize for being unable to handle that request - you may inquire with the casino manager by sending an email to This email is not visible to you." would/should have sufficed.

    As I am not the casino manager, I certainly can't speak to why they chose to close down Live Chat. But certainly the reasoning is plausible.

    Lost2Much - if I followed your "deposit - lose" analogy, I wouldn't have any casinos left to play at ;)
     
    1 person likes this.
  16. Jul 5, 2010
  17. lost2much

    lost2much Banned User

    Occupation:
    pharmacy
    Location:
    NorCal
    yeah spear, ain't that the truth. None of them seem to be paying much these days!
     
  18. Jul 5, 2010
  19. all4greed

    all4greed Now we can do business.

    Occupation:
    Misc.
    Location:
    Pacific NW
    Really? I've asked several times why there isn't a live chat feature and I know many more people have asked and they sure didn't get any reply. That is not "acceptable."

    Never used this feature and I've never heard of anyone using it

    Many years ago? My first recorded deposit was June 2001 (yes I have kept records) and there wasn't any live chat and it was a issue back then.

    Actually I do believe that statement. In fact, I remember a certain board that started with "Playin" where people were scrounging for small freebies. But INetBet could have brushed them off with a one button pushed instant reply.

    Bottom line: INetBet customers believe (including me) that the lack of live chat is a current issue regardless of what INetBet's experience in the past has been.
     
  20. Jul 5, 2010
  21. skiny

    skiny Banned User - violation of <a href="http://www.cas

    Occupation:
    Doing everyone else's job.
    Location:
    Canada
    Player: I've lost my last 10 deposits without any play time at all. Could I have a free chip to play with tonight?

    Casino: We have a good comp point system and we offer deposit bonuses if you feel your deposits aren't lasting long enough. For this reason we have a no free chip policy unless it's offered to all players as a special bonus.

    Now if this is a standard response for all players asking for free chips it's not likely that the same players will come back and ask a second time. How long before people asking for free chips becomes rare enough for it not to be taking up much of the CSW's time?'

    It's just my opinion but I think the reality is that iNet wants to answer these issues on their own time. Maybe they want time to figure out the answer or maybe the want time to figure out a good excuse. Maybe the just don't want to pay people to sit around waiting for the players to contact them and would prefer to let the emails build up and have the CSW's deal with several of them in one sitting. Which may also be the reason they offer a "call back" service rather than a "just answer the damn phone" service.

    I don't know what the real reason is but any casino who's solution to people asking for free chips is to simply never have live text based support obviously isn't very good at problem solving anyway. But then this is pretty much the same logic they use when people complain about the casino. They ask you if you would like your account closed.

    I'm just glad they never became doctors. I get a bloody headache, they'd probably want to amputate.
     
  22. Jul 5, 2010
  23. GGW Laurie

    GGW Laurie Dormant account

    Occupation:
    Self Employed
    Location:
    In the Beautiful South !!

    I have always been treated more than fair at Inetbet and never once have they ever said no to a free chip for me or answered a question, ever.

    Yes live chat would be great i agree but if i need them, i can email them and never wait for more than 15 mins to get a friendly reply back.

    If you talk to customer service folks like crap and treat them like scum, do you really think they are gonna treat you with first class service, they will be respectful but they damn sure are not going to go out of their way for you.

    Respect , is something that some people need a refresher course in, makes you wonder if some of these posts that are demeaning to the CS reps, if the posters wasnt sitting in the comfort of their homes , hidden behind a keyboard, would thay have the guts to say that to the CS reps faces............didnt think so.

    What would happen if they were at a B & M casino and spouted off some of this garbage we have had to read as of late? Im sure they would be shown the door and asked not to come back. There are some nasty acting CS reps out there but not at Inetbet, 3 Dice and others that take part on this forum and try to do right by their players.

    Laurie
     
    4 people like this.
  24. Jul 5, 2010
  25. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Are iNetBet the ONLY casino to suffer from players asking for freebies? They seem to be the ONLY casino to have ONLY email support.

    The problem with email support is when it goes wrong. The forum is littered with complaints from players who, no matter how often they email iNetBet, just cannot get a reply. With only a single avenue available, it needs 100% adherence to the stated standards. If it is 2 hours for a reply, this must be met 100%, even if this means sending out a "holding" message to the player when their query has to be forwarded to staff who will be unable to reply within the stated 2 hours.

    From my earlier experience, iNetBet seems to have LESS in the way of "self help" options than normal. You have to send them an email to redeem comps, whereas in other casinos this can be done yourself through the cashier.

    A highly visible policy of NEVER giving out free chips to players who ask would help, and they should stick to it 100%. Players ask for free chips because it WORKS in many cases, yet if they stay quiet, they are NOT given a free chip. This REWARDS the very behaviour casinos DON'T want, and PUNISHES those players who do NOT pester support for free chips. Since it works elsewhere, of course players will try it on at iNetBet. If, however, iNetBet adhere 100% to the policy of saying "no", the message will eventually get around the various forums, and it will no longer be a problem.

    The current problem is caused when pestering players DO eventually get free chips after wearing down support, and go on to post about it.
     
    1 person likes this.
  26. Jul 5, 2010
  27. GGW Laurie

    GGW Laurie Dormant account

    Occupation:
    Self Employed
    Location:
    In the Beautiful South !!
    Im just not buying the reason for loyal depositing players asking for a free chip every once in awhile being the reason or one of them for not having live chat. Im sure there are some out there who take advantage of Inetbet and im sure they know who these peeps are already.

    My thinking on it is overhead costs that would have to be passed on to the players in ways of monthly manager bonuses, higher WR and so forth, what other casinos pay like clock work, give out nice monthy manager bonuses and free chips to try out a game or for just being a holiday.

    I would much rather have the email service vs. losing some of the perks that we like and are used to getting imo.

    Laurie
     
  28. Jul 5, 2010
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    It seems that iNetBet sometimes have trouble DELIVERING email service, and this is a frequent cause for complaint.
     
  30. Jul 6, 2010
  31. skiny

    skiny Banned User - violation of <a href="http://www.cas

    Occupation:
    Doing everyone else's job.
    Location:
    Canada
    Obviously not having live chat isn't stopping the players from asking for free chips.

    And whoever is sitting there answering emails as the come in could also open a chat box and respond to that.

    Supplying customers with a live support service isn't going out of their way any further than almost every other online casino.

    I really don't think the CSWs have any say in the matter so I can't see anything in this thread that would be demeaning to them and I don't type anything I wouldn't say face to face.

    If I was at a B & M casino and I had a problem depositing into a slot game or a game malfunction there would be an employee standing not less than 15 feet from me at any given time.

    I'm not sure what any of this has to do with the CSWs at iNet because as far as I know it's the management that would make these decisions.
     
    1 person likes this.
  32. Jul 6, 2010
  33. funeral979

    funeral979 Senior Member PABaccred

    Occupation:
    retail
    Location:
    Texas
    I think their excuse is a cop out.

    What if a grocery store decided not to have express check out lanes, because they didn't want customers who just bought a few items.

    You should be able to comfortably service all types of customers if you are going to choose to run a good business.
     
    1 person likes this.
  34. Jul 6, 2010
  35. AudiManinBoro

    AudiManinBoro Ueber Meister MM

    Occupation:
    Sales
    Location:
    UK
    A casino without live chat these days is in my opinion crazy. It is one of the reasons i closed my account with inetbet, tho not by any means all my reasons.

    Emails are a substandard form of communication these days. Emails can get lost in cyber space and the casino can (should they choose to) pretend they never even received an email at all. How am i to know if they did or didnt.

    Plus If i make a deposit using a bonus coupon for example and something goes wrong ie the bonus not credited as has happened a few times in the past, i want to be able to get it sorted NOW, not in half an hours time (and thats being generous as many casinos email response time is appalling, and yes ive had to wait hours at times from inetbet in the past too just as im sure many have) so ive just made my deposit, the money is sat there looking at me, but now i cant play because my bonus hasent been credited.... Soooo i have to do the laborious process of emailing into inetbet, and then drumming my fingers while i `hope` that a reply comes back quickly. :rolleyes:

    Its annoying and it pi**es me off and in there is no exscuse for no live chat service. Their one of the few casinos who dont offer it, no wonder they dont expand and acquire and branch out like other groups. Their living in the stone ages and their getting left behind. If you want to defend them and their archaic practises thats fine, each to their own but this casino isnt a casino for me anymore. :p
     
  36. Jul 6, 2010
  37. winbig

    winbig Keep winning this amount.

    Occupation:
    Bum
    Location:
    Pennsylvania
    I'm surprised that nobody has mentioned the scenario where they misunderstand your question or issue, and you spend the next two hours playing email tag when it could have been cleared up in 10 minutes via live chat.
     
  38. Jul 6, 2010
  39. jod5413

    jod5413 Is That Better?

    Occupation:
    having a good time doing anything
    Location:
    somewhere on the planet
    Players that are happy with Inetbet and their lack of chat, will continue to play there. Those that aren't do not have to play there. :p
     
    2 people like this.

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