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32Red Casino - Giving me a hard time on a ‎€12,000 withdrawal

UNRESOLVED
Posted on 01 June 2018

I registered my 32Red account on 20th January 2018, I deposited and played on live casino and won and also withdraw with no problems after verifying my account. On 9th May 2018 I deposit and play again on Live casino and my balance now is 12000 euro. After this I request an withdrawal of 12000 euro and they ask me for my source of funds. Strange they ask that only after I win a big amount but anyways. I explained my source of funds and provided my Skrill transactions history to prove my source of funds used to play on 32red casino. This was not enough for them even though there is clearly visible source of funds used to deposit to them. They ask me for my wage slip or source of wealth, even though it seemed nonsense to me I provided that too. After I provided everything asked, today 5 days after that they don't even answer to my email. I asked almost everyday on live chat and they only tell me to wait as my account is under review and they refuse to give me a time frame.

This to me sees like is only to find excuses to not pay me 12000 euro.

I request for this reviews to be over as I am tired waiting and my withdrawal to be processed.

Hopefully now they will find time to finish reviewing my account.

Posted on 05 June 2018

Hello,

So yesterday 32Red answered me with this email: "Dear Mr Ziu,

I am writing regarding your account with 32Red that has been escalated to myself for review and response.

Understandably when an account reaches a certain level, as part of our regulatory requirements we must establish where the funds that you are playing with have come from.

I can see that we have made several attempts, requesting documentation from you to establish your source of funds. Unfortunately, the statements you are sending only show funds being credited from other gaming operators, rather than how the funds were originally established. You have also provided bank statements albeit omitting some information, although from what I understand your son is providing you with funds to play.

On reviewing all actions on the account and the continual failed attempts in providing satisfactory documentation, we have no choice but to reject your documents and your account will remain closed.

Your deposit of €6,000.00 will be refunded to your Skrill account in due course, however no winnings will be paid.

Kind regards,

Mark"


So clearly all this is made only to avoid paying my winnings as you can see by my Skrill account transactions screenshot that I have attached it is clear that my daughter is providing me my initial funds to play (for privacy reasons I have covered my daughter name here, but to them is sent uncovered) and they have seen it very clearly that as they mention it on their email above. The source of funds used to deposit on 32Red is very clear.

If this was for their license requirement they would have asked it since I deposited and not only after I won and requested withdrawal. If my documents were not enough as they claim they would also refund my previous deposit which I lost. But no they only do this when you win so they can avoid paying their customers.

Now I have no other options left but to follow legal steps as they are not even answering here. I will sue them for this stressful period of time and for loss of profit that they caused me by not paying my money.

I suggest you to stay away from this casino!

32Red Casino Complaints

  • 7 of 13 resolved
  • 3 days avg response
  • 1 week avg complaint life
  • 9,765 USD avg amount

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