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32Red Casino - Denied my winnings

Complaint Info
Disputed casino 32Red Casino
Reason Declined payment
Amount £ 5000
doubtfired United Kingdom Message
Posted on November 14, 2014

After creating an account on 32red and using their £10 for free bonus offer, I was lucky enough to complete wagering requirements and then go on to win £5000.66 which I then requested to withdraw. I sent all verification documents, marriage certificate, driving licence etc only to be told today that there was already an account with my house address on. I only moved in less than a month ago so I do not see how that is possible unless the previous tenant had an account with them. So it seems I am now not allowed the winnings all because of the previous tenant having an account with them.
I even deposited money with this site after hearing good reviews, spent hours wagering the free bonus and for nothing.
Seems they don't want to pay out as im pretty sure its not common someone goes on to win so much from the free £10.
Any resolution to this would be greatly received, as this is grossly unfair since I only just moved to this property and because the previous tenant had an account I am void of anything.

Posted on November 14, 2014

Dear @doubtfired,
We got information from the casino, that someone from their management will contact you directly. Please inform us did you resolve this dispute? Thank you.

doubtfired United Kingdom Message
Posted on November 15, 2014

Hi thanks for the response.
32Red have not responded to my complaint on here as of yet. The only response I have had from them was at the time of requested withdrawal; in which they stated I had made accounts in my previous unmarried name to use their £10 free bonus, which is simply not true and I never made any accounts with them until recently in which I won the £5000.
I Feel its mainly down to the fact I turned water into wine in a matter of words with the £10 bonus.
Its unlikely I will ever receive my winnings, so hopefully its a heads up to anyone else who pursues their casino and uses the bonus's

doubtfired United Kingdom Message
Posted on November 17, 2014

Still no resolve to this issue and management has still yet to contact me.
Very disappointing

Posted on November 21, 2014

There has been contact between 32Red and the player and has been passed over to management.

doubtfired United Kingdom Message
Posted on November 21, 2014

Having heard from management i'm still no closer to receiving my winnings.
They stated I opened various accounts to use the free no deposit bonus of £10 at this address, which is simply not possible as I only moved in a few weeks ago and its my first attempt at trying online casinos.
So I have asked them to refund my deposits and close my account.
Their service dealing with this matter is diabolical, I have explained time after time it is simply impossible for me to of made various accounts but have gained no ground here. I'm a pregnant woman who really could of done with the winnings, i know this is irrelevant but a bit of compassion and understanding to the situation would of gone a long way in terms of a credit to them and their name.
So yeah, not getting my winnings. Hope this is a lesson to anyone else who opens an account with them and has moved into a property that previous occupants have used to play on.

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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