32Red Casino - Linux Glitch Cost me £600!

Pylonfc United Kingdom
posted on May 3, 2016.

I hope I can be helped as 32red's customer service will only reply with "there is nothing we can do" when we all know that isn't true!

I was playing Roullette on my Dell computer running Linux Ubuntu - using a windows emulator to run Firefox (due to Adobe flash player not working otherwise)

I complained numerous times with the correct information to 32red and they were incredible unhelpful and offered me no solution, they instructed it was the Game manafacture's issue so i contacted MicroGaming with the following details (Relevant to my complaint)

"Dear Sir / Madam
Today I started using one of your partner websites: 32red.co.uk and had been playing roulette with no issues at all I then proceeded to re-load the website carried on playing and the entire game went extremely faulty during this session.

I immediately contacted their customer service to which they responded "they see no errors" I attempted to communicate the issue was an error on my end and re-testing on a working machine wouldn't show up the same error, long story short they were incredibly unhelpful resolving the issue and offered me no refund for the error.

Right now the fault that occurred is as follows:
I am running a Linux operating system playing on Firefox on a Windows Emulator (this was a workaround on my computer to successfully get the Adobe plugin working)

After 3 or 4 fault free spins the page then completely went black and refreshed to the same position it was before this minor glitch, then when I went to click "clear table" instead of that function happening it span the wheel. I tried again afterwards to alter the bet to find I could only add chips and not remove any when I attempted to click anything other than the betting table it acted is if I pressed the "spin" button. This proceeded until after another 4-5 spins it had cleared my funds, unworried I assumed that I had lost connection to the server for this error to occur so shut down my PC and re-loaded it and re-loaded the website to see my funds had been fully taken.

So after this I contacted their support to be told "this isn't possible" to which my remarks are: "it is possible as I've just watched it happen!".

Ontop of this I didn't feel the need to remark to them that I professionally have used the last 4 versions of Flash and have a strong ActionScript understanding and that this is obviously a plug-in error to the OnClick function through my computer.

I have requested my funds be restored before this error occurred but they said they cannot do so until confirmation is received from MicroGaming that they are allowed to do so, so I took it upon myself to contact the more Technologically minded company so I can explain in clearer detail what happened without receiving a silly response from a customer service rep.

I feel confident leaving this matter with you and I look forward to receiving response from 32red that they are going to rectify this situation without any excuses etc.

I thankyou for your time"

To which 32red had responded and basically offered me no solution or refund and im absolutely fuming!

posted on May 5, 2016.

Hi Pylonfc ,

Firstly thank you for the email , could you please PM with your name and username so that I can look into this for you.


Pylonfc United Kingdom
posted on May 5, 2016.

Username is Pylonfc - Name is Jared Bray

posted on May 5, 2016.

Dear PylonFC,

As per our internal complaints procedure, your query has been sent over to our Player Experience Team leader for review. You will receive a response within 72 hours.


Pylonfc United Kingdom
posted on May 6, 2016.

I am happy to close this complaint as 32red have resolved it with me.

They offered me £250 to "split" the responsibility of the issue and advised me how to make sure the fault wouldn't happen again.

I am very happy with 32red for resolving this and will continue to be a loyal customer!

I thank 32red for their great customer service and I thank AskGamblers for facilitating this service.

posted on May 6, 2016.

Hi PylonFC,

Really happy to hear that the matter has been finalised and you are happy with the outcome.

Have a great weekend and we look forward to seeing you at 32red again very soon!


posted on May 6, 2016.

Based on submitter's last post, AskGamblers Complaints Team consider this complaint as successfully resolved and the case is being officially closed. We are happy that an agreement has been reached and we would like to thank both parties involved into this case for their cooperation.