Casino Complaint Very poor business etiquette and customer skills from accredited casino

takethemoney

Banned User - Chargebacks at Slotastic
Joined
Apr 14, 2004
Location
Washington
Tonight I sent an email off to iNetBet because I had a question with the T&C's of a bonus, which to me, was not very clear.

Here is the exact, verbatim content of my email, with the exeption that I x'd out my last name and username:

Hi,

On the coupon "QHEUE" the question is, does all wagering need to be completed by 11:59 pm this evening, ie., if I make a deposit now and claim the coupon while it is still good, what happens if I cannot meet the wagering requirement by the end of the day and need to continue play tomorrow?

Please get back to me asap. Thank you!

Stephen XXXXXXXX (xxxxxxxxxxx)

Customer service response, verbatim:

"You must complete all wagering in the times specified."

I then sent replied back the following, again verbatim:

Ok. I have never deposited, but also I just noticed that this coupon excludes real series slots, so could you please remove it from the cashier?
And the max on the initial deposit bonus is $50? I was thinking of depositing $100 or so.

Thanks,

Stephen

The nice sweet response from the casino 4 hours and 11 minutes later:

"Copuon removed"

Is it just me, or was there a complete lack of professional courtesy? Hell, whoever wrote me back didn't even act like they appreciate my business, infact, notice the person didn't even identify themself, nor can they spell coupon. Business 101 failure! :confused:

Needless to say I deposited and played somewhere else.
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Several years ago they hired zombies to handle support work where they can get 5 zombies for the price of one flesh and blood person. These feed on raw meat and that is why they are cheap to employ.

This is also the reason they dont have live chat as their instantaneous cold responses might have them caught out and the authorities will knock on their doors for raising the unemployment rate.
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
The nice sweet response from the casino 4 hours and 11 minutes later:

...

and they figure that their slow as snot email support can really make up for not having live chat...or a phone, for that matter? :rolleyes:
 

takethemoney

Banned User - Chargebacks at Slotastic
Joined
Apr 14, 2004
Location
Washington
...

and they figure that their slow as snot email support can really make up for not having live chat...or a phone, for that matter? :rolleyes:

They are shooting themselves in the foot by not having live chat. It cost them one deposit and I wonder how much more business they have lost. I think every accredited casino should have support staff as friendly....NOT!
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
What is REALLY poor is that they are offering these very short timescale coupons, but take FOUR HOURS to reply, which is more than half the afternoon wasted before a deposit is made, by which time it is far less likely the player would want to use the coupon. This is what happened in this case.

Excluding the slots makes one wonder what you CAN play on this coupon, unless it's one of those "scratchcard only" ones.

If they want us to accept that email support alone is fine, they need to get back to the PROMISED service levels they quoted in their explanation as to why they believed their email service could support all types of support issue.

Given the number of times we have had "can't connect to......." issues with RTG casinos, this is NOT a very good offer to take up in any case.
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
Who in their right mind would take a deposit bonus with a time limit on how long you get to complete the wagering requirments?

Doesn't this go against the entire idea of taking a deposit bonus? Aren't deposit bonuses supposed to give you more playtime for your money not force you to wager it as quick as possible before your time limit is up?
 

ksech

Dormant account
Joined
Jul 27, 2007
Location
Here
I believe I played a total of 3 times at this casino before asking for my account to be closed. I had a bad experience with Alan via email (the email replies were quick, but the content was totally rude and I feel, the issue was handled poorly). I've noticed they have started spamming me with offers again, even after numerous times asking to be taken off their mailing list.

Are they that hard up for players that they are now contacting players who have requested closed accounts?
 

all4greed

Now we can do business.
Joined
Jul 18, 2004
Location
Pacific NW
Judging by some of the emailed responses from INetBet, maybe it's a good thing they don't have live chat. Probably make Rival chat reps look like geniuses...
 

takethemoney

Banned User - Chargebacks at Slotastic
Joined
Apr 14, 2004
Location
Washington
Who in their right mind would take a deposit bonus with a time limit on how long you get to complete the wagering requirments?

Doesn't this go against the entire idea of taking a deposit bonus? Aren't deposit bonuses supposed to give you more playtime for your money not force you to wager it as quick as possible before your time limit is up?

The more I think about it, the more I am glad things worked out the way they did and I didn't play there. A time limit bonus is a potential trap and the casino knows damn well what they are doing and it borders on rogue. Any place else I have ever played the weekend bonus doesn't matter when I complete the wagering as long as I claimed it within the proper time.
 

iNetBet Promos

Dormant account
Joined
Nov 25, 2004
Location
United Kingdom
Hi All,

Just to clarify something here - this being the time limits on promotions.

There seems to be some misunderstanding / misinformation here. Pretty much all promotions have time limits or expiration dates. This particular promotion was no exception. It was part of a weekend offer we were running and this ran until Midnight (EST) on Sunday.

The time limits set on a promotion are those in which a bonus coupon can be claimed and a deposit applied.

i.e If a coupon is redeemed but a deposit not applied to this within the promotion period it will clear.

It does not mean that if a coupon is active in an account and the player gets to the expiration time that it will void. That is not the case. The bonus will stay active until wagering is met or the account zeros.

Apologies is there was incorrect information supplied. To be on the safe side we advise all players to meet their wagering within the time period of a promotion. I hope that this clears things up.

Best Regards
iNetBet Promos
 

takethemoney

Banned User - Chargebacks at Slotastic
Joined
Apr 14, 2004
Location
Washington
Hi All,

Just to clarify something here - this being the time limits on promotions.

There seems to be some misunderstanding / misinformation here. Pretty much all promotions have time limits or expiration dates. This particular promotion was no exception. It was part of a weekend offer we were running and this ran until Midnight (EST) on Sunday.

The time limits set on a promotion are those in which a bonus coupon can be claimed and a deposit applied.

i.e If a coupon is redeemed but a deposit not applied to this within the promotion period it will clear.

It does not mean that if a coupon is active in an account and the player gets to the expiration time that it will void. That is not the case. The bonus will stay active until wagering is met or the account zeros.

Apologies is there was incorrect information supplied. To be on the safe side we advise all players to meet their wagering within the time period of a promotion. I hope that this clears things up.

Best Regards
iNetBet Promos



LOL

That wasn't even the main issue. The main issue is the unprofessional customer service person you have working for you. Shouldn't someone sign off their response and identify themselves, when answering an email? I think I could find better professionals hiring thugs from the ghetto. But, whatever. I guess customer service is not important to this establishment.
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
Hi All,

Just to clarify something here - this being the time limits on promotions.

There seems to be some misunderstanding / misinformation here. Pretty much all promotions have time limits or expiration dates. This particular promotion was no exception. It was part of a weekend offer we were running and this ran until Midnight (EST) on Sunday.

The time limits set on a promotion are those in which a bonus coupon can be claimed and a deposit applied.

i.e If a coupon is redeemed but a deposit not applied to this within the promotion period it will clear.

It does not mean that if a coupon is active in an account and the player gets to the expiration time that it will void. That is not the case. The bonus will stay active until wagering is met or the account zeros.

Apologies is there was incorrect information supplied. To be on the safe side we advise all players to meet their wagering within the time period of a promotion. I hope that this clears things up.

Best Regards
iNetBet Promos

That clears up the fact that you're not supposed to have to clear the WR before the bonus expires. Why do we still need to rush through our play just to be "on the safe side?"
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
Hi All,

Just to clarify something here - this being the time limits on promotions.

There seems to be some misunderstanding / misinformation here. Pretty much all promotions have time limits or expiration dates. This particular promotion was no exception. It was part of a weekend offer we were running and this ran until Midnight (EST) on Sunday.

The time limits set on a promotion are those in which a bonus coupon can be claimed and a deposit applied.

i.e If a coupon is redeemed but a deposit not applied to this within the promotion period it will clear.

It does not mean that if a coupon is active in an account and the player gets to the expiration time that it will void. That is not the case. The bonus will stay active until wagering is met or the account zeros.

Apologies is there was incorrect information supplied. To be on the safe side we advise all players to meet their wagering within the time period of a promotion. I hope that this clears things up.

Best Regards
iNetBet Promos

Sorry, Mr./Mrs. iNetBet Promos, but:

How often are you going to skirt the real issue at hand in regards to poor CS, rude CS, slow CS, etc.?

Whomever you are, you keep dodging the most important issues, and only reply to those that you seem to have an excuse for every time.

Thanks,
A Concerned Forum Member

:rolleyes:
 

takethemoney

Banned User - Chargebacks at Slotastic
Joined
Apr 14, 2004
Location
Washington
Sorry, Mr./Mrs. iNetBet Promos, but:

How often are you going to skirt the real issue at hand in regards to poor CS, rude CS, slow CS, etc.?

Whomever you are, you keep dodging the most important issues, and only reply to those that you seem to have an excuse for every time.

Thanks,
A Concerned Forum Member

:rolleyes:

How is this an accredited casino again? The customer service is probably as bad as you'll see anywhere. Listen to the voices, casino management. They are your customers and former customers speaking. I'm going to become a strong advocate of having live chat being one of the criteria for being on the accredited list.
 

maphesto

Dormant account
Joined
Jun 5, 2009
Location
Sweden
The time limits set on a promotion are those in which a bonus coupon can be claimed and a deposit applied.

It does not mean that if a coupon is active in an account and the player gets to the expiration time that it will void. That is not the case. The bonus will stay active until wagering is met or the account zeros.

Mr/Ms/Mrs Promos: This quotes from you were enough. :)

We all understood it. :thumbsup:

But the extras about "safe side" etc. were as you know BS.

To be more constructive in my criticism:

You have chosen not to have live chat support. This is ok, but this also requires even better support when it comes to email.

I like your casino and your quick withdrawals, but when you have promotions like this you have to have people around to answer questions.
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
How is this an accredited casino again? The customer service is probably as bad as you'll see anywhere. Listen to the voices, casino management. They are your customers and former customers speaking. I'm going to become a strong advocate of having live chat being one of the criteria for being on the accredited list.

Live chat is definitely my preferred method of dealing with online casinos.

There are no records of telephone calls that the player has access to. Unless they record the calls, and check your jurisdiction for rules, and kind of, so what are you going to do, sue them in a foreign jurisdiction

Email, you can play tag, not getting all your answers in a timely manner.

I don't mind waiting for live support, I don't mind waiting 1/2 hour to get all my answers as opposed to 2 or 8 or 16 hours.

A couple of years ago, Inet bet rarely failed to deliver a response in 20 minutes, it's not the same now.

My daughter worked a call centre for a major US telecom provider, she provided both voice and chat support, so it does not necessarily mean more staff.

Or does Inetbet not have enough staff to have a form to provide a salutation and a a signature line for their email responses?

My last email to Inetbet support did not even receive a response. The issue I raised was resolved, but a response saying sorry, your payment has now been processed would have been nice.

I've not been a big depositor, but I've been a steady one. A couple of months ago you asked about my lack of recent deposits. The answer I gave of economics was only part of it. My declining lack of confidence in your customer service is part of it... if there is a promo i have a question about, I just go elsewhere.

I have a great deal of confidence in the integrity of Inetbet, but if service continues to decline, my entire confidence waivers.

Online support employees are not generally paid great wages, this would not be a huge investment in your business compared to losing customers. You spend a lot of money attracting new business, spending some money keeping your client base is important too. And that does not mean sending out return offers to closed accounts when nothing has improved.
 

KariRunk

Dormant account
Joined
Dec 20, 2007
Location
EU
I think it's for best that they don't have live chat. At least not with their current customer support personnel.

Trying to communicate with their customer support is like trying to communicate with 5 year old child who has been told not to answer any questions from strangers.
 

Deeplay

New World Order
webmeister
CAG
mm1
Joined
Aug 27, 2008
Location
The biG Eu
Well with Inetbet this dont surprise me. Arrogance of an unreal nature. Which is fine as I closed my account with them a while back becuase of this. When I deposit my own wonga I demand to be treat the same way as I treat my own clients. With respect and in fact some kind of personal touch. These days the market is hard on all fronts.

Take ye a leaf from the likes of 3dice and 32red. Even with rants n raves of which I have done many they give outstanding service and yep have live instant 24/7 support. Vote with the wallet if not happy and move on. Why settle for less!
 

bryand

Beach Bum
Joined
Jan 9, 2008
Location
Just Across the Hudson River
It seems like this topic gets posted at least once or twice a year. Maybe Bryan could post a disclaimer beside Inet in the accredited section such as:

"Although iNetBet is one of the most fair, stable and fast-payout RTG casinos in the market, they do not offer syrupy-sweet, warm and fuzzy customer support like some other casinos. If you seek ultra-friendly CSR's and cute emoticons, try one of the casinos listed under our 'Casinos that Brown Nose' section." :p
 
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