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

[RedAndi]

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."

No one is asking for that cutesy bullshit, I don't even much care about the emails that are one line answers with no CS salutations (although I do consider it incredibly unprofessional). HOWEVER, lack of support in total is the real issue. Email support just doesn't cut it anymore, and when that is your only means of support and it is iffy at best, it makes the issue even larger.
Why in this day and age with all the technology available do they not have live chat or phone support? That stuff should be basic.
I still do not get why they won't answer this question either. Is it a state secret???

 

[RedAndi]

Perhaps you could share with us some of your email exchanges. I'm quite curious what your issue with them is.

I wish I had mine to share Bryan.
I only had a couple, I never deposited (which I thought was the reason for the curt responses and also the reason I probably never will deposit) but it was pretty much me sending an email asking a question and getting back a one line response, with no greeting, no sign off. I know that may not seem like a big deal but when email is the only means of communication could they not put a little effort into it?

But again, not the issue to me.
No live chat or phone support is what I think is strange.

PS- I do have to add that the rep. here responded to me promptly once. I have to feel bad for whoever it is on that, because they probably get bombarded with shit that should be going through the CS.

 

[KariRunk]

Perhaps you could share with us some of your email exchanges. I'm quite curious what your issue with them is.

My issue is exactly what I stated in my previous post:
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.

 

[silcnlayc]

just play: But it's true isn't it?

Who cares about awesome support when you can't win right? Who cares about quick payments if you can't get a cashout. I would much rather an email without "kind regards iNetBet" and still be winning, than an email that is prim and proper, nausiatingly (sp?) nice, and losing ya know?

Absolutely true...I would still be playing as much as I used to if not for the well has run dry on all the great and awesome, quick responding CS casinos...not a win enough for a cashout to be had...

Give me one that never responds but allows you to win and collect anyday...but that was in the past..ahhh...the good old days when you could get all these great things rolled into one casino...that used to be the way it was...now...whatever..


.

 

[all4greed]

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

As other have stated, why should a player complete wagering within a time frame to be safe when you just stated that the bonus stays active until wagering is met or busting out?

That has to be one of the stupidest casino rep double-talk quotes I've read this year. Safe from what? Incompetence of your accounting team?

 

[skiny]

But it's true isn't it?

Who cares about awesome support when you can't win right? Who cares about quick payments if you can't get a cashout. I would much rather an email without "kind regards iNetBet" and still be winning, than an email that is prim and proper, nausiatingly (sp?) nice, and losing ya know?

Why do we need to chose between winning and getting good support? Why would they even be connected? Is the suggestion here that casinos are lowing the RTP to compensate for good support staff?

The bottom line is that a great number of people have complained about the support at this casino yet from what I have read personally, it seems to have gone completely unchecked. The complaints have ranged from rude or unprofessional responses to long wait times to no answer at all. No casino should be making anyone wait hours for answers to simple questions. If we're not going to enforce live chat as an accreditation requirement so people can get support in real time the very least we should ask for is a minimum wait time for answers.

I don't believe for one minute people in general are winning more often here than any other RTG casino. I've played at this casino many times. On average I've won less here than most I've played at and even if I won more here than anywhere else it wouldn't be an excuse for crappy support.

 

[Casinomeister]

My issue is exactly what I stated in my previous post:
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.

I'd like to hear exactly what the problem was. It seems to be a bit more than what you are alluding to.

 

[love2winalot]

Hiya: Here is my expierience with them. The Fax # to send in my documents was, "not in service". So, i scanned an e mailed them. They were approved right away. I made a deposit via a new processor called Pay Line-Q. I won money. I then went to with draw it, and saw pay Line-Q was not an option.
Here is what happened.

I sent, and responeded to several E mails. Using PST, "west coast usa", they only respond to E mails between 7-10 am. Any E Mail sent after that did not get an reply until the next morning. I first choose, "overnight express" as with draw option. ie, a check. I was informed by E mail, that this option is not available if you live in America. I suggested that they add this bit of info to their banking section, and was told they would pass it on to management.

I next choose, "bank wire" as withdraw option. I got 2 more e mails stating that most e wires to America are either dissaproved by the bank, and funds returned, or the funds are confiscated by the government. Please choose another option was strongly suggested. I said, NO, wire it. A few days later, i see the money back in my player acct: I e mail and am told that the bank blocked the transfer.

OK, All of this is Bad.............

So, then, since i also have accounts/id/ect in the Philippines, i ask, Can i send the winnings there? I was told, YES. I then asked, if i want to send it to click 2 pay, via my brotherinlaw, in the philippines, is this OK. I was told, send in the documents, and it will be OK.

So, i sent over all the info. My PI ID/Drivers license, and brother in laws ID, and click to pay acct info. In 24 hours the money was in his acct:. This friggen Rocks................

So.......Do they have some issues? Not yes, But Hell yes. Do they also go out of their way to help players? Also, Not yes, but HELL YES.

 

[winbig]

I sent, and responeded to several E mails. Using PST, "west coast usa", they only respond to E mails between 7-10 am. Any E Mail sent after that did not getan reply until the next morning

Wow.

Incredible.

 

[Casinomeister]

Okay, I think we've made our point. There seems to be issues with their customer service. I'm sure they've been watching this thread, and I'll contact the operators about it as well.

It's a shame really since years ago they had some of the best customer service reps and their casino manager was awarded Best Manager twice. I gave them a free pass on the "no chat" situation because the customer service was that good. According to some members here, it has been slipping away.

 

[winbig]

Okay, I think we've made our point. There seems to be issues with their customer service. I'm sure they've been watching this thread, and I'll contact the operators about it as well.

It's a shame really since years ago they had some of the best customer service reps and their casino manager was awarded Best Manager twice. I gave them a free pass on the "no chat" situation because the customer service was that good. According to some members here, it has been slipping away.

It's not just this thread, it's been discussed in many threads. Of course they're reading the threads, but they pick and choose which issues to actually enter into a discussion about. They also dodge every question/point that's directed towards them in regards to the super-slow response times that players are getting from their only means of communications - email.

Hell, Mr./Ms./Miss./Mrs. iNetBetPromos won't even sign off on a post using their real name, or even a pseudonym. How cold is that? I know it's not a rule, but I don't think I've ever seen a casino rep not give out their name. What are they hiding?

 

[skiny]

Okay, I think we've made our point. There seems to be issues with their customer service. I'm sure they've been watching this thread, and I'll contact the operators about it as well.

It's a shame really since years ago they had some of the best customer service reps and their casino manager was awarded Best Manager twice. I gave them a free pass on the "no chat" situation because the customer service was that good. According to some members here, it has been slipping away.

Maybe all they need is that little kick in the rear to get things back on track.

 

[Nate]

But it's true isn't it?

Who cares about awesome support when you can't win right? Who cares about quick payments if you can't get a cashout. I would much rather an email without "kind regards iNetBet" and still be winning, than an email that is prim and proper, nausiatingly (sp?) nice, and losing ya know?

I'm fully in agreement...

And another thing, it doesnt take much to be polite... So If Inet pay fast, are reputable and have no other issues... They they are shooting themselves in the foot...

Seems great CS comes at a cost?

 

[Casinomeister]

Well, I spent some time on the phone with the operator who was quite concerned about this issue - iNetBet's customer service.

I've given him some suggestions and they are going to apply these. So hopefully we'll see more salutations and closing comments in the emails.

One thing to keep in mind is that some issues need to be kept in perspective. If you are having a back and forth email session with someone, after the fifth or six email do you really need to include "Dear so and so, .... yours truly, Casino Support" or is "Coupon removed" enough? I would think that a normal email conversation would shorten to a messages sans the salutations and closing comments, but perhaps this is something that should be included regardless.

"Live chat" has been brought up before, and I had completely forgotten about this. iNetBet did have live chat some time back, but they disposed of this because they found it to be a waste of resources. Most of the chats were from players seeking bonuses. If players were told "no", they would demand to speak with a supervisor. Consequently, the chats were tied up with these sort of requests and the players who had real issues couldn't get through.

So if you feel that you must have live chat, then I would suggest playing elsewhere. I don't see live chat being a prerequisite for being an accredited casino. They do have call back btw. Have any of those who have had difficulty with the emails tried this? Just curious.

... 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."

LOL

Naw, but I firmly believe that iNetBet is one of the most fair, stable and fast payout RTG casinos in the market. Their operators have been in the business since really the beginning. So their customer service may need some polishing up, so be it. But after speaking with their operator today confirmed my conviction that they are one of the best RTG casinos out there.

@KariRunk - you never gave me an acceptable explanation on what your issue with them is. I'd like to hear your side of the story.

 

[winbig]

It's really not that hard for each CSR to configure their email client to include a static signature to end every email with....it's no different than the forum here....just a thought.

 

[KariRunk]

@KariRunk - you never gave me an acceptable explanation on what your issue with them is. I'd like to hear your side of the story.

My side? What story? Where did you get the idea that there is some kind of a "story"?

I have no need to reveal any of my PRIVATE email exchange to 3rd party at this point, and I don't see any reason why any respectable casino would do that either.

 

[Casinomeister]

My side? What story? Where did you get the idea that there is some kind of a "story"?

I have no need to reveal any of my PRIVATE email exchange to 3rd party at this point, and I don't see any reason why any respectable casino would do that either.

So you feel that it's acceptable to publicly slag off on a casino, but it's not okay to explain why.

I never said anything about PRIVATE emails, I just want to know what your beef is. You have a beef - spill it out.

By the way, you may want to refresh yourself with the forum rules - particularly rule 1.10

 

[skiny]

I'll tell you right now why this casino has no live support. Because if they're running more than a 50% RTP on these slot games I'll eat my hat.

I have never had a single session at this casino where the play wasn't a total disgrace. I tried to deposit at Rushmore and had some silly message about my deposit being pre-authorized so I gave up and remembered that I still had this silly casino on my computer. Like a fool I made my deposit there and lost it in about 5 minutes flat at minimum bet just like I always do when I play at iNetbet without a single bonus feature or even seeing my balance increase.

Personally I think they tossed out the live chat because they didn't like answering for the horrendous game play.

I won't make this mistake again. I like RTG. I'll keep playing RTG but it most certainly won't be at this casino. Never having a single session at a casino that wasn't a total disgrace is getting just a little fishy for me. If this casino claims they're running more than 50% RTP, I say it's just a lie.

It's that simple.