32Red Casino - left for four weeks b4 being told no winnings


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pubblicato il 16 maggio 2014

I saw an advert for a free £32 no deposit bonus at 32 red casino and duly registered.for the free 32 i had to type in my credit/debit card details and waited 2 minutes while the details were verified and was then issued the bonus.I was also sent an e-mail telling me my account was fully verified.

I played for a long time and got my balance to £650 at which point i requested a withdrawal.this is where the trouble began.i was asked to send a copy of my driving licence which i did not have at the time so i filled a verification form in online.i put wrong date of birth on 1st form so immediately filled in a 2nd form,which i returned and was sent an e-mail telling me the account was fully verified for a 2nd time,and after a long live chat was told the payment would be sent the following day by a woman from the payments team.

When the money was not paid they said that i had given 2 different date of births and they needed a driving licence or passport.i had neither at the time and said the licence would be sent as soon as possible.

Shortly after i recieved an e-mail saying once the driving licence had been sent and date of birth verified the withdrawal would be processed.

I sent my licence 3 weeks later and explained the delay was due to a close family members death,and recieved an e-mail at 10pm saying " i am pleased to tell you your account has been fully verified(3rd time) and your withdrawal request has been passed to the payments department who will e-mail you shortly...have a nice night"....I was over the moon telling my friends the payment was on its way only then to be told that someone in my house had also registered and had the bonus so i will not be being paid.I was at breaking point.....4 weeks i had endured ridiculing from the casino and now this.....There are 7 family members in my household and with work and shifts and me being away from home in the army,i don't see some for weeks on end.how can i possibly know which sites they use.

The whole ordeal seems to have been one long joke to 32 red who surely having told me on past occasions my account was verified must have searched for other people in the same household instead of telling me the morning after i had sent my documents in and ignoring e-mails asking why my account was still closed.I understand their policies but surely if 7 people live in a house they could bend the rules a bit and could have offered a reduced payment.After all i was issued the bonus and the £650 was won fairly as i was oblivious as to their reason for confiscating the winnings.

pubblicato il 8 settembre 2013

According to the evidence, presented by the 32Red casino, 31 accounts were registered and playing from the same IP address as the player's. This is considered to be a direct violation of point 8 of the aforementioned bonus terms and conditions - "This promotion is strictly limited to one per player and one per household even if there is more than one computer retained at the address. The identity of a user will be determined on the basis of all or any combination of the following: name, mailing address, e-mail address, IP address, credit/charge card number, computer, and any other form of identification which may be required."

This complaint is solved.

pubblicato il 8 settembre 2013

I am not well up on computers but have been told that an I.P address is a unique code which comes from the broadband supplier.As i mentioned 7 people live in the household or have their mailing address there.So if my brothers and sisters over the months have had their boyfri­end­s/g­irl­friends in the house and their friends come around and they are all using mobile phones,would the I.P address be the same if they were using the virgin WI-FI that is installed in the household???I am often away on active service for up to six months at a time,are you telling me that every person who enters my house during those six months should write down every site they have been on,every bonus they have had and every casino they have registered at???? I do understand casino's policies of bonuses being abused but under no circumstances have i deliberately set out to dupe or de-fraud 32 red,and in all fairness waiting four weeks until i sent my documentation to them before telling me the "winnings" would not be paid in my mind is both very unfair and vindictive.....there is no way on this earth that they only found out about other accounts on the night i sent in my driving licence.i hope me bringing this case to light will make other players who live in a household with many people to be aware of the fact about the I.P address and on the casino's side maybe they could put in place a system that alerts them that an account that is being registered is using an i.p address that has previously been used,so as no-body else has to go through the roller-coaster of emotions i have undergone in the last six weeks.If such a system was in place then maybe i would not have received the bonus and i would have been more aware about what an I.P address is about.


pubblicato il 9 settembre 2013

AskGamblers Complaints Team has been provided with enough information and evidence on behalf 32Red Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

32Red Casino Reclami

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