Casino Complaint zreb vs iNetBet

[zreb]

I made a deposit on October 25th, 2018, ended up winning, and submitted forms for verification on October 29th. I made a post in another thread in November expressing my frustrations when it was "only" 9 days I had been waiting, so - since it's been 3 months and I don't remember every single live chat I attempted - I'll repost my original timeline from another thread months ago:


Nov 8th, 2018:

While not the topic of the thread, getting personally frustrated at inetbet's complete lack of responsiveness regarding my ID verification. Been 9 days so far, contacted live chat 3x since then and email once yesterday.
So process so far:
1. Submitted id and address verification by email early on 10/29.
2. Inet bet response(!) 10/30, requests credit card faxback form completed by hand. (There's zero reason they should need this, I only ever deposited with BTC.)
3. Reply with faxback form (emailed photo) within 4 hours. No response of any type.
4. Live chat told me on my first status inquiry (after 2.5 days of waiting) that i needed to wait 48-72 hours. On my second two requests (11/2 and 11/5 I think, though not 100% sure) they told me they couldn't do anything but would leave a note for that department. My email (1 day ago) has not received a response (inetbet lists email as their preferred method of contact). I received no followup after any time I contacted live support.

So, essentially, after I submitted the requested faxback form is when my communications appear to have started being completely ignored. What I mean by this, is that I maintained the ability to contact frontline live chat, but I pretty much never would receive any followup communication, even though I specifically and very clearly asked several times to make sure someone followed up with me. I also submitted several emails and even tried to use he website form to contact customer service.

In all of these attempts, I only ever received one single followup response, after over a month of waiting, and it was something generic about taking time to check bet histories as a part of verification, which I'll post in a bit. That was two months ago, and I received no more communication.

For the record, the deposit was made with a bonus, but since I haven't actually been provided with any reason for months of delays and due to the complete lack of responses to my communication, this seemed like the more appropriate forum.

Finally, I contacted the reps on here last wednesday (9 days ago), and followed up on Monday. I received a fast response from Steven both times, and as far as I can tell he seems like a good guy, but I'm still having the problem that my communication gets forwarded to some department that never responds to me, so I'm no closer to knowing what is going on. (I won't post these, even though I don't think it makes anyone look badly, since I'm not sure what the rule is on this.)

If not for the reputation inetbet has on this site, I would assume they were some completely rogue outfit that has stolen my money. There's no way that holding onto money for 3+ months without any concrete reason at all and a complete lack of any followup to my communications should be considered acceptable behavior from a casino.

I'll post just some of the communications I have to show people what it's been like trying to get an actual followup out of inetbet over the past several months in the following post below.
(Continued next post):

 

[zreb]

Nov 6th, email:

Account verification status?
It's been over a week since I sent in the financial verification form that was requested of me and I haven't heard anything back. I contacted live chat twice and they told me both times they left a note for it to be looked at but I still haven't heard anything.

Can you tell me the status of my account verification?
Thanks, -

My first followup email I sent (had contacted live chat a few times already, but only saved a couple logs later on.) No response received.

November 8th, live chat - remember I've already contacted live chat for the same issue multiple times already, but don't have those logs:

Conversation started on : Thursday, November 08, 2018, at 11:31 (GMT+0)
[11:31] Me: account verification status
[11:32] iNetBet R has joined the conversation
[11:32] iNetBet R: Hi there, thanks for getting in touch.
[11:32] iNetBet R: verification status is still pending
[11:33] Me: are the payment or account verification people working now? i've been waiting 9 days
[11:33] iNetBet R: your account isn't clear yet by the risk team
[11:33] iNetBet R: that's the only reason why
[11:33] Me: what does that mean, is something actually in process or is my account just in some permanent limbo?
[11:34] iNetBet R: why would it be in permanent limbo? you had any issues in the past?
[11:34] Me: because i've been waiting 9 days and you provide me with a statement about a risk team with no context, i'm asking what you're referring to
[11:34] Me: i have not had issues in the past, this is my first attempted cashout, which is why i thought i was waiting on verification
[11:35] Me: i contacted support several times already and received zero followups
[11:37] iNetBet R: Please hold while I take a look at your account.
[11:50] Me: this still live?
[11:50] iNetBet R: I am sorry I can't get hold of the account team at the moment, and therefore I don't have the answer now.
[11:51] Me: do you have a suggestion of what i should do? i just come back every other day and am told the team responsible isn't in and there's nothing that can be done, and nothing happens
[11:51] iNetBet R: unfortunately I can't suggest anything as a live chat agent
[11:51] Me: well can you tell me what exactly i'm waiting on? what the risk team thing is?
[11:52] iNetBet R: it's a team who verify documents, gameplay etc
[11:53] Me: and it often takes them longer than a week to evaluate an account?
[11:54] Me: i don't want to take this out on you and appreciate your help, but if feels like i'm just getting the runaround and don't know if anything is actually in progress
[11:55] Me: like there's no management chain, no one who can say they'll surely get back to me, no nothing, nothing at all they provide you with to make sure i get an actual response?
[12:06] Me: hm?
[12:07] iNetBet R: yes, there is, I have just opened a support ticket for you with our account team
[12:07] Me: all right, thank you, so they will be contacting me by email or?
[12:09] iNetBet R: yes via email
[12:09] Me: and do you know when i can expect a response by?
[12:09] iNetBet R: I don't
[12:10] Me: well, guess it sounds like there's no choice for me but to wait another day or two and hope i receive something then. all right, thanks again for your help
[12:11] iNetBet R: no problem, good luck
[12:12] iNetBet R has left the conversation

I received no followup.

November 12th, live chat:

Conversation started on : Monday, November 12, 2018, at 23:18 (GMT+0)
[23:22] Me: account verification - 2 weeks, no email responses, no followups to my live chat inquiries, no followups even to tickets support itself told me they filed
[23:22] iNetBet S has joined the conversation
[23:23] iNetBet S: hi there, can i take your username?
[23:23] Me: ---
[23:25] iNetBet S: i am sorry i do not have an update but i have sent a message over to the accounts team asking them to get in touch with you
[23:25] Me: that's what the last 3 people said, i waited 2-4 days between each time asking
[23:26] Me: can you confirm i will receive a response within 24 hours?
[23:27] iNetBet S: i am sorry i can not confirm but i will continue trying to get them to contact you
[23:27] Me: is there a manager that this can be elevated to?
[23:28] iNetBet S: i will ask a manager to get in touch with you
[23:28] Me: thank you
[23:28] Me: i will wait another day then
[23:30] iNetBet S: ok
[23:30] iNetBet S has left the conversation

No followup. After specifically requesting a manager to contact me and confirming support would request this, no one did.

November 20th, email + live chat:

Accounts - verification still not completed
Hi, I am attempting to get a response to the status of my account verification. Regardless of where it is at in the process, please send me a response.
Even if you're not the relevant department, send me a response to know that you're forwarding it to the department. If you are the relevant department, please give me a response to let me know that you have at least received this email.
I have been trying to get a response of any type for 3 weeks now.
I send in my faxback verification form 3 weeks ago to this day, and have not heard anything more. Please let me know the current status.
Thanks,

Perhaps my favorite part of this ordeal. This email was sent after contacting live chat again. I didn't save the transcript from that chat, but I asked if he would be willing to stay online and make sure the email was received which he did, and replied to my email as below:

Hi ---,
I have passed your email to the cashier team and they will respond to you directly.


Kind Regards
CSR A-
iNetBet.com Support

Of course, despite my repetitive and insistent request for any type of followup response, I received no followup response.

December 3rd, email:

Verification still not completed - please have manager update me on my account
I sent the requested faxback form on the morning of October 30th - over a month ago. No one has provided me with any update on my account verification since then, despite several attempts to contact support since then, both through email and live chat.

Please have a manager contact me on the status of my account as soon as possible. All that seems to be happening now is I get the runaround and no one aside from live chat ever responds, and live chat claims not to have the power to do anything.

I don't see how I am supposed to trust a casino that refuses to respond to any communication for an entire month.

This is the one and only time I'll be able to say this in this post, but... inetbet actually responds!

December 5th, email response from inetbet: (2 days later)

Hi ---
Thanks for your email and we are sorry for the delay.

An important part of our verification process is to check the bets gaming history to make sure that everything is in line with our terms and conditions.

I understand that this has taken longer than usual, but the risk team are still reviewing your account.
I am sorry for any inconvenience this may cause.

Kind Regards
CSR L-
iNetBet Support

Bear in mind, I had already been waiting over a month at this point, and this is the only response I had received. I gave them nearly another two weeks to "review my account" after this before sending a final followup. It's been 2 months then.

Thank you for your response.

I've given you about another 2 weeks of time since this email and there is still no followup or resolution. Your response provided no clear timeline of completion or potential resolution, and I don't see any evidence of your casino's desire to either complete this process or to inform me of what is going on.

It has been about 7 weeks now since I submitted materials for account verification. There is no way it reasonably takes 7 weeks to check whether the bet history meets your terms - my understanding is this usually takes a few minutes once someone starts the process.

I am tired of wasting my time, please resolve this or provide an ACTUAL explanation of why it's taken 7 weeks and counting.
-

I never received a response to this email, nor anything again from inetbet. I was sick of wasting my time on it at this point and had no faith in them completing the process, so didn't send any more communications for over a month. I contacted the reps here on January 30th and followed up on Feb 4th, as stated above, but I still have no idea what inetbet is doing.

Again, if not for their reputation on here, I would assume they had just decided to steal my winnings. Hypothetically, even if I were paid immediately, I would still regret ever having played at this casino due to the frustration and amount of time wasted. There were more communication attempts than I listed above, but as I said, I didn't save all the live chats, have moved to a new computer since then, and you all probably don't want to read more anyway. I think you get the gist of it. I also tried my best to treat all customer service members respectfully despite my frustrations and the fact that I myself was having my time wasted and being given the runaround.

I don't know exactly who is at fault here, and it may well not be the fault of the front line employees, but that doesn't change the fact that this isn't an acceptable way to deal with players.

Please let me know if I've accidentally left any identifying information for any party that should be removed.

Edit: Sent reps link to thread

 

[Tirilej]

I really hope the rep will help you out here. To me it sounds like they should pay you the double amount for all this waiting time. Wow!

 

[snorky510238]

Nov 6th, email:



My first followup email I sent (had contacted live chat a few times already, but only saved a couple logs later on.) No response received.

November 8th, live chat - remember I've already contacted live chat for the same issue multiple times already, but don't have those logs:



I received no followup.

November 12th, live chat:



No followup. After specifically requesting a manager to contact me and confirming support would request this, no one did.

November 20th, email + live chat:



Perhaps my favorite part of this ordeal. This email was sent after contacting live chat again. I didn't save the transcript from that chat, but I asked if he would be willing to stay online and make sure the email was received which he did, and replied to my email as below:



Of course, despite my repetitive and insistent request for any type of followup response, I received no followup response.

December 3rd, email:



This is the one and only time I'll be able to say this in this post, but... inetbet actually responds!

December 5th, email response from inetbet: (2 days later)



Bear in mind, I had already been waiting over a month at this point, and this is the only response I had received. I gave them nearly another two weeks to "review my account" after this before sending a final followup. It's been 2 months then.




I never received a response to this email, nor anything again from inetbet. I was sick of wasting my time on it at this point and had no faith in them completing the process, so didn't send any more communications for over a month. I contacted the reps here on January 30th and followed up on Feb 4th, as stated above, but I still have no idea what inetbet is doing.

Again, if not for their reputation on here, I would assume they had just decided to steal my winnings. Hypothetically, even if I were paid immediately, I would still regret ever having played at this casino due to the frustration and amount of time wasted. There were more communication attempts than I listed above, but as I said, I didn't save all the live chats, have moved to a new computer since then, and you all probably don't want to read more anyway. I think you get the gist of it. I also tried my best to treat all customer service members respectfully despite my frustrations and the fact that I myself was having my time wasted and being given the runaround.

I don't know exactly who is at fault here, and it may well not be the fault of the front line employees, but that doesn't change the fact that this isn't an acceptable way to deal with players.

Please let me know if I've accidentally left any identifying information for any party that should be removed.

Edit: Sent reps link to thread

That is shocking behaviour. Whether it’s a large amount or not (my guess is that it’s a significant amount) that should not matter. Well done for not tilting and reversing it like they are clearly hoping as I can’t see why else they are stumbling. If there was any other issues surely they would have told you by now. Hope you get it sorted immediately as it should be.

 

[zreb]

That is shocking behaviour. Whether it’s a large amount or not (my guess is that it’s a significant amount) that should not matter. Well done for not tilting and reversing it like they are clearly hoping as I can’t see why else they are stumbling. If there was any other issues surely they would have told you by now. Hope you get it sorted immediately as it should be.

It's around ~$2500 or so sitting there in the moment, so not an insignificant amount, but not something that should be damaging to a casino's financial health (unless they're in really rough shape).

Fortunately I haven't been too tempted to play it because I think to myself "If I ended up winning more, it would probably be even harder to get them to pay." I've certainly done my share of dumb things from time to time, but I'm usually pretty good about not reversing withdrawals (technically they haven't even let me submit a withdrawal yet, that part of the cashier is blocked - presumably pending the "verification" i've been waiting on).

I really am not sure what exactly their deal is. A lot of casinos have delay periods and payment pending periods that are clearly intended to get some people to play it back, but this seems to go much beyond that, and the communication problems are arguably as severe as the potential payment ones. I think my net deposits before this were in the $1500-$2000 range, though I would have to double check, so this withdrawal would have put me in the profit overall.

So I don't know if they just don't like to pay, or there's some account manager that all my communications get sent to who just dumps them in the trash, or if they're unhappy with something about my account, or an entirely different cause altogether.

If there were a problem of some sort, they could let me know instead of forcing me to speculate. But they have had several months to do so, and I have given them ample opportunities in reaching out for communication, and they have instead chosen the path of silence and ignoring my messages (or passing them along to someone else who ignores them).

Tough to give them any benefit of the doubt under these conditions, since just ignoring you until you go away entirely or play off your money is how I would expect an outright rogue outfit that doesn't pay players to act. I doubt (or hope they don't) fall into that category, but I hope people are still aware of the problems they may run into if my experience is not an isolated one.

 

[sueyh]

Have you thought about PAB? I think you have waited enough.
If the rep can't sort it out for you, I guess PAB is the best option.

 

[zreb]

Have you thought about PAB? I think you have waited enough.
If the rep can't sort it out for you, I guess PAB is the best option.

I'll have to think about it, but I would still rather they just actually emailed or communicated with me. They've provided so little communication I still don't even know if there's some sort of problem, so if I'm PAB'ing I'd basically be doing it in the dark about whatever is going on there. I certainly don't think I violated any bonus terms or anything else, but it would be annoying if I file the PAB and then discover they make some kind of claim.

But I will keep the possibility in mind.

 

[Savatage79]

Man I'm sorry this happened, I'd be fuming if this happened to me.

When I email them I alway get a fast reply from a guy named Antonio, he ever reply to you? He's generally pretty quick.

But nothing should take this long tho, it's absurd to even hear. I really hope they fix you up soon

 

[zreb]

While it's just first names (and possibly not even real first names), I tried to leave them out just in case for people's privacy. But yeah, Antonio was name of the live chat agent who was willing to wait and confirm receipt of the email for me in the above example.

Was probably one of the few moments of slight optimism I had, but unfortunately whoever he passed it along to never sent any response.

Most of my other emails didn't receive any response at all though after 10/30, not even acknowledgements or forwarding notices, with the one exception of the email which received a response two days later.

 

[Tirilej]

I'll have to think about it, but I would still rather they just actually emailed or communicated with me. They've provided so little communication I still don't even know if there's some sort of problem, so if I'm PAB'ing I'd basically be doing it in the dark about whatever is going on there. I certainly don't think I violated any bonus terms or anything else, but it would be annoying if I file the PAB and then discover they make some kind of claim.

But I will keep the possibility in mind.

I don't understand. You should of course have made a PAB already last year.
This is not like them at all, so it has to be something else.

I suggest you do a PAB today and it will be solved very soon. They do respond to Max very fast.

 

[lockinlove]

This is very strange @Steven Dawson

 

[Jono777]

May have been mentioned already (not read every post after OP in full detail) but this "reviewing account to make sure everything is in line with our T&C's" is an old school stalling tactic I was reading regularly 10-12 years ago

It takes minutes with all the filters and safeguards the casinos have in place their end to check over a players activity so the CS response is nothing short of BS in my eyes.

Hope its identified as a serious training issue, that there is nothing more to this story (IE: no hidden omissions) and that you get it sorted and soon

 

[snorky510238]

If there were any issues of concern the very least they could do is have the courtesy to inform you what they are. I don’t play there so I don’t know but do they have a phone number with which to contact them as that is the route I would be going down then they can’t blag you like they can with email (didn’t receive it, went to the wrong department etc) or live chat saying that department is closed or similar. It really is a strange one with the lack of response and they must realise this could affect their accreditation. Not that I know much about these kind of issues sorry, just trying to help you achieve the result you wish for. I am a little surprised the more experienced members haven’t chimed in a bit more as I am sure someone must know the best procedure. Other than a PAB or direct phone call I am stumped. Hope you get a result in your favour soon.

 

[Savatage79]

Yea id get a PAB going today and they will definitely sort this out

 

[geordiecolin]

Was there not a very similar thread a few months ago about Inetbet which kicked up a lot of drama that eventually resulted in Inetbet settling up with the complainant?

 

[Borgie]

Was there not a very similar thread a few months ago about Inetbet which kicked up a lot of drama that eventually resulted in Inetbet settling up with the complainant?

Yes you are right . i think the thread was removed if I remember correctly.

 

[Gaz237]

I'd be on the Dog and Bone, to get a straight answer.

 

[Tirilej]

Yes you are right . i think the thread was removed if I remember correctly.

Why would they have removed it? I'm sure it's still there.

This is not the same though since the OP claim he doesn't know why they are holding his money.
I guess we will find out sooner or later.

 

[geordiecolin]

Yes you are right . i think the thread was removed if I remember correctly.

It was just closed to further posts. I remember it well

Resolved - Need advice on iNetBet - don't want to lose 6k from one spin :(

 

[Borgie]

It was just closed to further posts. I remember it well

Resolved - Need advice on iNetBet - don't want to lose 6k from one spin :(

Thanks for that my memory only told me that I knew thread was no longer available. But that was for comment obviously.

 

[Borgie]

I'd be dammed if I'd let someone hold my money for 3 months without raising a pab

 

[snorky510238]

Yes that’s beyond being patient and that behaviour is surely unacceptable and inexcusable.

 

[Borgie]

Yes that’s beyond being patient and that behaviour is surely unacceptable and inexcusable.

It's also a little strange . Why would you be patient that long . Let's see what happens .

 

[snorky510238]

It's also a little strange . Why would you be patient that long . Let's see what happens .

Yes I have to agree it’s way past my tolerance level and I am mega patient.

 

[Savatage79]

If I went past 3 days without hearing anything I'd be busting some nuts