iNetBet Euro - My payout was cancelled

Ruling

Found for the Casino - In a technical sense the player has broken the terms and conditions and as such iNetBet Euro are within their rights to confiscate their winnings. However, best practice would have been to ensure the maximum bet term was referenced in the promotion specific terms alongside the general terms.

Worryingly, iNetBet were completely non-responsive to even basic emails regarding this issue. This seems to be becoming a habit when it comes to complaints submitted to this site.

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Player's Complaint

I have currently a problem with iNetBet Euro.

On Saturday did I make a deposit using the 70% deposit code that was offered to me in a promotional Email for their weekend promotion. The deposit amount was EUR 10 so I received a EUR 7 bonus credit and also 5 complimentary spins. I meet wagering requirements and continued playing and requested a withdrawal of EUR 2500. The next day did I receive an email stating that my withdrawal request was cancelled for I wagered higher than 25% of deposit and bonus amount.

I take issue with this because in the promotion Email have been laid out the terms of this bonus right under the bonus code to be used. It stated the following:

Event Rules

*Bonus code is valid until 23:59 CET on Sunday 05th April 2015

*The maximum bonus is €800 and the code can be used unlimited times

*Complimentary Spins are played at €0.01 per line at maximum lines

*The deposit + bonus must be wagered 25x before requesting a withdrawal

*Winnings from the complimentary spins must be wagered 25x before requesting a withdrawal

*Only wagers on Slots, Keno and Scratch Card games are permitted

*There is no maximum cashout from this offer

It stated nothing further. No link that any other rules may apply etc. The same goes for the same offer posted on their website. The same rules have been listed and no reference or link etc. that anything else other than the rules as found right under the offer apply.

My max bet played the entire was EUR 5. Given what the rules with the offer stated did I never occur to me at all that there may be an issue later because I made sure to read the terms that came with the bonus offer.

Now I have been emailing support on this since I received the Email that my withdrawal was cancelled but no one bothered to reply to my emails thus far and commented on what I pointed out, namely that the terms that came with the offer have been upheld by me.

I am very disappointed for I have been a vivid depositor with them since they opened and never had such issues before. I thought I am on good terms with the manager [EDIT] and the other support person they have and like them very much. I am used to having to wait sometimes a day for a reply but this time no replies are received at all. I just feel that given they provided only the terms as I stated above and no reference that any other rules may apply is cancellation of payout not fair in this case. It was stated nowhere with the offer that I cannot bet more than 25% of starting play amount. No reference that any other rules or regulations apply are found in the email or with the offer on the website. Nothing.

All of my attempts to have them reply to on what I have stated above have not been fruitful thus far. All of a sudden not even receiving one reply to the many emails I have send to them just does not sit right and I feel they ignore me. Which is very disappointing given how vivid of a depositor I have been with them and given that I really liked playing there. I never thought I would have such an issue with them.

My username with Inetbet Euro is: [EDIT]

My email is: [EDIT]

Most correspondence I have with them is via my secondary Email [EDIT] for Inetbet Euro support stated in the past that they sometimes have problems with AOL and asked me to use another Email besides AOL to contact them. I have been using my secondary Email to contact them ever since.

I still have the Promotional Email saved and forwarded it to the Casino pointing out what terms have been stated with the offer and the lack of pointing out that any other terms and conditions may apply. I have made screenshots of the websites offer page before it is changed for next weekend’s offers. I can provide all upon request. All I can say that there was nothing stated with the bonus offer that there are max. bets etc. and no reference to any other terms that may apply.

I thank you for any assistance that I can get.

I do not want to go into a huge dispute with the casino. I can only mention again that prior to this did I like the Manager Tom very much and the only thing that was not so great was the lack of live support and the fact that there can be stretches of a day or two or sometimes a whole weekend where an Email is not answered. But never a case like now where none of my Emails are unanswered for three days on a payment related issue. I had many payouts with them in the past where I played using bonuses and without. I usually never bet more than EUR 5 per spin and with previous payouts never had an issue. They have all my documents etc. Thank you in advance for any assistance you can give me.

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