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I won on a 10% cashback free chip that is associated with a player's real money deposit. When the player's initial deposit goes to 0, 10% of that deposit can be requested to try again. The cash back can only be claimed after a real money deposit which tells Live Chat what to credit the 10% from. A member of their support team verified in writing to my email that the bonus I won on was in fact defined as a DEPOSIT BONUS since a deposit is necessary in order to claim it. Live Chat verified that I met "rollover" since the chip itself DOES have wagering requirements. I played the allowed games only and all my wagers were below the max amount allowed to wager for my bonus chip. I went to withdraw with 1300 in my account. Since I cashed out within the past 30 days, they charge a bank-wire fee of $60.00 to this withdrawal which I don't mind. So I decided to withdraw $1260 which 60 goes to their fee and left $40 to play in the account which is a withdrawal to my bank of $1200. When I logged back in a few days later my withdraw was only $110 and the rest of my funds gone. They are saying that I won on FREE money which is only 10X the value of the chip allowed. I have no problem with that but I won on a deposit bonus, NOT a no deposit bonus! They are treating my bonus chip as a NO DEPOSIT BONUS instead of the DEPOSIT BONUS it actually is. The following is taken from the casino's rules & regulations website which clearly defines "Free monies" as No Deposit Bonuses or any bonus that DOESN'T require a deposit.

"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"

All my cash back bonuses have an associated deposit that is necessary in order to claim it. The only other section in their rules that pertains to free chips is the section stated below which is very clearly referring to the deposit bonus free chips that are not part of the"free monies" mentioned above that do NOT require a deposit.

"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."

They simply are refusing to pay my correct amount based on their insistence that I won on "free money". Their definition above from THEIR website clearly excludes my bonus chip from being defined as free monies since free monies require no deposit. They have no argument, they are just ignoring their own rules and their own words telling me that I won on free money. Thank you for reading and player beware! I used to trust them but not anymore.

Dear Boilermaker99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Even though you were able to receive a cashback bonus only after making a deposit, if casinos consider it to be bonus money, they can decide which rules will be applied to it. I contacted the casino’s live chat and asked a few questions about cashback bonuses and I was informed, that there is indeed a maximum withdrawal limit of 10x bonus.

I believe that the casino should have mentioned this in their T&Cs, but maximum cash out for cashback bonuses isn’t anything unusual.

Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint. Looking forward to hearing from you.

Best regards,

Kristina

I'm a bit surprised to tell you the truth...So what you're saying is basically that they don't have to adhere with what is stated in their rules and regulations?

When they define "free monies" as bonuses that don't require a deposit, and I do have to make deposits in order to claim them, then it's not free money....period! If they can ignore their own rules and regulations then there's no way of knowing what is valid and what isn't. So the terms and conditions are just something that promises players a certain action which is OK for the casino to abide by it or not. In other words, they can do whatever they wish though their rules say otherwise is what you're saying? And you honestly believe that's fair? OK...I have to disagree with you because the rules and regulations are what we players count on to be treated fairly. And you're saying they don't have to abide by those rules? I'll find another mediator...You're entitled to your opinion.

Also, just so you know? They are blacklisted for operating without a valid license. I suppose that's OK with you as well? When I signed up with them 13 years ago, they had a valid license.

I have to correct you also that the bonus stipulations are spelled out clearly in their rules as you state that there is no mention of this in the T & Cs. There is a very clear definition which they are ignoring and you say that is acceptable behavior in your opinion. Why have rules at all if they don't have to be honored? Waste of a web page wouldn't you say if the T & Cs don't have to be abided by?

How can you mediate for fairness to players by maintaining that a casino may or may not follow their own regulations? If we players don't abide by those same regulations, we don't get paid or have our accounts closed.

If this is your honest belief that rules carry no weight as to their validity and can be changed or twisted to a player's disadvantage, then so be it. If this action was taking $1200 of your hard earned money out of your pocket, I'm pretty sure you would feel differently.

Boilermaker99, I truly apologize for this misunderstanding, probably I didn't express myself correctly. I am not saying the casino proceeded fairly, I wanted to share my opinion about what probably happened. I believe that if there is any withdrawal limit for cashback bonuses, the casino should mention it in their T&Cs for sure.

I will now transfer your complaint to my colleague Jozef who will be at your assistance.

Kristina, you state, " I believe that if there is any withdrawal limit for cashback bonuses, the casino should mention it in their T&Cs for sure."

If I may suggest, you are missing the point, and not paying attention to the facts I stated. Contrary to your statement above, the casino DOES mention the withdrawal limits in their T & Cs. Very clearly in fact. Below is taken directly from their T & Cs. Again it states,

"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"

It also 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."

The bonus chip I won on required a deposit. Read the definition of "free monies". It is very clear, I did NOT win on a free money chip. They will NOT give cash back unless they have a deposit to calculate the percentage. Granted, each month I am given a monthly manager bonus, and I also play the "free monies" bonus chip for new games each month which is a no deposit coupon code that has to be entered in the cashier. Had I won on either of these "free monies" I would have no argument about receiving the Max cashout of 10X the bonus chip, but I did NOT win on those bonuses! I won on a bonus that requires a DEPOSIT. Their support member finally admitted that it was in fact a deposit bonus. Read their T & Cs I pasted here and it clearly states that a deposit bonus is NOT considered free monies, nor is it treated as such.

I am placing my confidence in Jozef that he will read and comprehend the words and their definition.

Thank You

Jozef, please carefully read what I have stated above. The key words are "Free Monies: Any free money given, that does not require a deposit". I have been with Inetbet for nearly 15 years now and have enjoyed playing the casino.

I will gladly continue my on-going loyalty if they will pay me my rightful winnings of $1200.00 minus the $110.00 that was processed to my bank account which is a total of $1090.00. I cashed out 1260 but they are entitled to 60 for a withdrawal fee since I cashed out within the past 30 days from this request. $1090.00 is the total amount owed at this point since I couldn't stop them processing the $110. I really just want to be treated fairly and for the casino to honor their own rules and regulations which we players are counting on to be treated fairly. It is the right thing to do and there is honestly no grey area here. It's black and white and clear as it can be. Thank you Jozef.

Dear Boilermaker99.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Please, be aware, that the casino may not respond since they have a bad reputation our website but I will do my best to establish communication line with them.

Thank you Jozef...I appreciate you making the effort

We would like to ask the iNetBet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello,

The funds credited in to the players account are classed by the casino as no-deposit/free monies therefore maximum cash out restrictions apply to any winnings made from the bonus.

Regards,

Steven

I honestly don't understand how the cash back or reload bonus can be considered a no deposit bonus when a deposit has to be made in order to claim it. I don't have any problems if they consider it free monies but I do have a problem with the terms and conditions being incomplete. They should change the sentence in the description to "Bonuses that don't require a deposit with the exception of the cash back or reload bonus which requires a deposit, but is granted at the casino's discretion when the player's account goes to 0 or under $1.00." "All other bonuses that require a deposit are not considered free monies." The cash-back bonus isn't mentioned anywhere in the terms and conditions so how is someone to know that it is considered free monies when it does in fact require a deposit to be claimed? In all fairness to the player, it should be included in the list of examples after the words "free monies". How is a player supposed to know that the reload bonus is free monies when there is no way to claim it without a deposit? "Any bonuses that do NOT require a deposit" means just that and if they consider cashback free monies it should be mentioned that it is an EXCEPTION to that statement and NOT in the category of deposit bonuses. This is a situation where the rules and regulations are not specific enough and make no mention of the cash back bonus being clearly an exception to the rule. A player isn't unsure of the rules when any exceptions are omitted and never mentioned...How would they possibly know what to clarify when the bonus isn't described anywhere in the T & Cs? That one exception should be stated as I suggested an example above and included in the description. One mediator describes "unclear" OR "incomplete" T & Cs as a method where casinos can add whatever specifics they want after the fact and if Inetbet doesn't intentionally want to mislead a player, in this case, "incomplete" terms and conditions, then they should include the reload bonus in the list of "free monies" and call it an exception since it DOES require a deposit in order to know what to calculate the 10% from. "Any bonus that doesn't require a deposit" is without a doubt misleading when it comes to describing the reload bonus that can't possibly be claimed without a deposit. Since they obviously aren't going to budge regarding what I thought should be my payout, they could at least be fair and add the exception to the rules in their terms and conditions and include it!

They state above quote "The funds credited in to the players account are classed by the casino as no-deposit/free monies"...that's fine but at least let the players know this also by including it as an exception and putting it in the list! "That don't require a deposit with the exception of the cash back or reload bonus which requires a deposit but is classed as free monies" I've agreed to play on my straight deposits and requested that any bonuses are removed from my account as well as the monthly manager bonus. The only other RTG I play paid me on this same exact bonus after I met playthrough the difference being, they give me 50% back because I have played with them longer and have VIP status. Their terms are at least 2 more pages and describe everything in specific detail. I guess because they consider the reload bonus a deposit bonus as do most RTG casinos, doesn't mean INetBet does. You can resolve this dispute but if you would please try to convince them to detail the free monies description to INCLUDE the reload bonus, that would only be fair for them to add so the players know how they classify it. Thank you.

Everything is resolved and there is no need to pursue anything further. I am continuing to do business with Inetbet as I have in the past as a depositing player. This was only a misunderstanding of written terms and conditions that has been favorably resolved as payment to my account. My complaint never meant to imply that Inetbet hasn't acted fairly and ethically at all times. Please disregard my submission as Inetbet has demonstrated a high degree of integrity as well as provided excellent customer service. To avoid any future confusion, I agree to continue my on-going patronage with the casino, but have requested that all free monies as well as any deposit bonuses be removed permanently from my player account. Inetbet has confirmed my request from this point on as well as submitted payment for my bonus treated as a casino deposit bonus. I regard this agreement as fair and more than satisfactory to agree to do business with Inetbet under mutually agreed conditions of my account being ineligible for ANY type of bonus, free monies or not, at my request and their confirmation to agree to this request for all future play. Thank you for your time.

Please close this complaint as "resolved".

boilermaker99

(player & account holder)

Dear Boilermaker99,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru