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iNetBet Casino - Correct withdrawal amount disputed by Live Chat agent

RESOLVED
Complaint Info
Disputed casino iNetBet Casino
Reason Casino terms violation
Amount $ 1200
Posted on July 27, 2020

I am contacting you because I have a different understanding of a few specific policies within Inetbet's web-site. The following is taken directly from their web-site which is a different address than the casino and more detailed and specific. It states:

"All bonus chips at iNetBet.eu are unredeemable and so cannot be cashed out from your account. Players may withdraw any profit made by wagering the bonus chips, but the bonus chips themselves will be removed when any subsequent withdrawal is processed."

Unless otherwise stated, all non deposit bonuses have a maximum withdrawal of 10x the bonus amount

Free Monies: Any free money given, that does not require a deposit, e.g. a Non-Deposit Coupon, loyalty bonus, comps, VIP bonus, vanity card, manager deposit, compet­iti­on/­tou­rnament prizes, compensation bonus, inconvenience bonus, birthday bonus etc. (unless otherwise stated) will have a maximum cash out of 10x the bonus given

I have deposited thousands of dollars to this casino. There is no way that my cash deposits and the 10% cash-back bonuses associated with them can be considered "free monies". My account history can vouch for that fact. The Live Chat rep is saying that out of my intended $1200.00 withdrawal, I am only eligible to cash out $110.00!
15X playthrough which on $105.00 worth of deposits, plus the 10% cash back bonus of $11.00 totals $1740.00 of playthrough which she said I met. But all of this which is REAL deposited monies plus the cash-back to only be able to cash out $50.00? ($110.00 minus the casino's bank wire fee of $60.00). After my bank receives the incoming wire they charge me $15.00 which I have no problem with on my intended withdrawal of $1200.00. But with $110.00 down to $50.00 after the casino's bank wire fee, 50 bucks down to $35.00 with my bank's fee. Let's be serious...Even the cheapest most rogue establishment that has ever existed wouldn't dream of offering such a ridiculous bonus like this in order to attract potential players. It's absurd! And to try and convince me that cash-back bonuses are "free monies" when a deposit is necessary to claim them is so fraudulent and deceptive, it defies explanation. Nowhere in the rules and regulations does it state that real money deposits and their subsequent 10% cash-back are considered "free monies". Once again, they AREN'T free monies because deposits are required in order to claim them! To add insult to injury, when I went back to Live Chat to cut & paste the web-site's rules regarding free monies vs. non-free monies, so she could see that it upheld my claim, she rudely said nothing and disconnected me. Totally unprofessional and not even willing to try and iron things out. I'm always polite to customer service and after nearly 15 years of chatting with them online, I'm sure anyone could understand why I'm so stunned. This is just SO wrong on so many levels. It doesn't make any difference as far as the rules, but even with this cash-out, I still deposited a lot more than I'm attempting to withdraw this month. Close to $3000. You can only imagine how I felt when she stated my cashout would be Max $110.00 (ending up to be $35.00). I'm in total dis-belief to tell you the truth! I've been an account holder at Inetbet for a long time, cashed out in the past, and had no reason to believe I couldn't trust them. Any help would be sincerely appreciated..I just want to be treated fairly like anybody would. It's so obvious...the definition of free monies means just that. FREE..without any attached deposit. I have a long list of deposits made on the day in question and the 10% cashback can't be granted without the deposit that goes with it. Anybody knows that definitely isn't the definition of a "No Deposit Bonus". Nobody should have to sit for the whole week-end wondering if a place they thought they could trust is going to be fair or not. Let me just say, I really feel for the rest of you who had the need to file a complaint. It's a horrible feeling to win something and be denied simply because they wish to tell you otherwise. I would imagine some places instruct their employees to deny cash-outs and bend the rules. I'm just blown away that this casino is succumbing to this kind of behavior and after nearly 15 or so years of loyalty and thousands of dollars in deposits from my on-going patronage. Thanks in advance for any help or suggestions you may have.

Posted on July 29, 2020

Please see 3 attachments that the casino's support team finally admitted that the bonus I won on was in fact a deposit bonus, but in the next sentence they still maintain that my bonus was free money. Please see the rules & regulations description from their web-site that I have also attached that defines free monies as opposed to deposit bonuses.

Posted on August 2, 2020

This is a Live Chat transcript from the only other RTG casino I play. I will gladly forward from my email to AskGamblers upon request, which includes the identity of this casino as well as an irrelevant section
where I am transferred from withdrawal support to a Live Chat agent who is qualified to answer my question.
The purpose of this chat is to help identify the reload bonus and it's classification. I play the exact same
cash back bonus here, however their percentage and rollover amounts are different.

AskGamblers
Posted on August 13, 2020

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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