32Red Casino Complaints

Unwarranted withdrawal delay and not answering my complaints

I am lodging this formal complaint against 32Red regarding a withdrawal of £4,640 requested on 16th October. Despite fully cooperating with multiple consecutive document requests, my funds are being withheld without any clear explanation, timeframe, or communication.

Timeline of Events:

• 16th October: I won £4,640 and initiated a withdrawal. 32Red requested photographs of the two bank cards currently used on the account. I provided these immediately, and they were successfully processed.

• 17th October: 32Red then requested photo ID, a selfie of me holding my photo ID next to my face, and a bank statement for proof of address. I provided all documents, and they were approved within 48 hours.

• 18th October: 32Red issued a third request, asking for photos of three older cards used in the past. I provided photos of the physical cards and uploaded an official PDF statement for my Chase card (which is a numberless card) via live chat to ensure full compliance. I was advised that processing takes 24–48 hours but could take up to a week.

• Current Status: It has now been 10 days since submitting those final documents. My account remains unverified, and my withdrawal is stalled.

Lack of Communication & Regulatory Concerns:

I submitted a formal internal complaint to 32Red on Wednesday, 22nd October, and a follow-up complaint on Monday, 26th October. 32Red has entirely ignored both emails and failed to provide even a basic acknowledgment of my formal dispute.

Furthermore, front-line live chat agents refuse to provide any updates, stating only that the "whole account is being looked into" and that there is "no timeframe" for a resolution.

While I understand that UKGC-licensed operators must conduct routine compliance reviews, holding a player's balance indefinitely while completely shutting down communication and ignoring formal complaints breaches the UKGC's principles of fairness and social responsibility.

I have fully verified my identity, my address, my current payment methods, and my historical payment methods. There is no legitimate reason for this check to take 10 days with zero customer outreach.

Desired Resolution:

I require a senior manager or compliance officer at 32Red to immediately review my submitted documents, complete the verification check, and approve my withdrawal of £4,640.

Unresolved

£4,640

Refusal to let me withdraw funds

On 7 July 2026, I requested the withdrawal of £1,300 from my 32Red account. This money had been deposited but was never wagered or used for gambling.

When I attempted to withdraw it, my account was restricted and I could no longer access the funds. I submitted a formal complaint on 15 July 2026.

It then took approximately two weeks before I was given the facility to upload verification documents. Since then, reviews have repeatedly taken approximately two to three weeks, after which documents have been rejected and further information requested.

I have supplied extensive evidence, including:

HMRC and director tax information showing my salary, dividends and tax position;
Trading 212 statements showing withdrawals totalling £37,140.49;
My personal bank statement;
A photograph of the bank card used to deposit with 32Red;
My P60

Unresolved

£1,300

Account Frozen with money inside account

My account was frozen while I was playing blackjack online, with £695 in my balance, on the 24th of march. I've contacted them many times, and every time I get a response saying I need to wait for an email from the team. They will not give me a time frame and I feel like no one is looking into it properly. I have been waiting for an email and have received nothing and the customer service is no help at all. I have £695, which I cannot even withdraw from the account. Please help me get my money back from 32red.

Unresolved

£695

Withdrawal issues due to verification and lies about timeframes

I have been chasing my withdrawal of £6500. I had been asked upon withdrawal to send over proof of verification so they first asked me to send over my payslip which I did and they approved on the 21st of March 2025 I was asked for my bank statements which I sent on the 26th of March march 2025 it clearly states when you upload this document that it takes typically up to 48 hours and a maximum of seven working days every time I contact the team they just give me generic answers and have now resorted to saying that there is no specific timeframe I mentioned so that means it could be a year or 10 years to which they replied. It depends on the teams workload the fact that they asked me for these documents in bits as opposed to asking me all in one go it would have been so much easier than to make it even more frustrating when I emailed them they say they have the documents and are working on it when I go onto the live chat until the documents are not uploaded and I have to re-upload them which I’ve done about three times now via emails on the website funny enough when I was told to re-upload them through no fault of my own as they had confirmed, they already have this by email and not to worry I was then told I could potentially be put to the bottom of the queue because it’s from the upload date. I have raised a complaint. I speak to the agents every day and just keep getting generic answers and they clearly do not care one bit. It’s literally a copy and paste job they’ve said they’ve contacted the verification team several times and they are literally refusing to help and I’ve just been told it is what it is and it can take however time they need but in their conditions it clearly states 48 hours and below being the minimum and seven days being the maximum it’s also interesting that they only asked for this information when I withdrew my funds I have been with them for almost 3 years and in the past I have verified my ID and what not with no issues in fact they approved my ID proof of address and source of wealth within two working days but the bank statement it just seems to be the most upsetting back-and-forth. All I’ve asked them is to just kindly reach out to the team for someone to have a look as they have already passed the designated timeframe but I no one wants to take initiative at all. I mentioned I am a loyal customer and it’s easier for just somebody to have a look at the emails because the support team do not know what’s going on and the verification team are not allowed to talk to customers and neither our managers which I find really bizarre so all they have to do to resolve this complaint is look at the final document they requested it’s very simple what they requested two months worth of bank statements which I’ve already shared and they should enable them to just approve my withdrawal. They should’ve said at the very start there is no specified time for us to verify these documents but it clearly states 48 hours to 7 days and I known this is how long it takes I would’ve gone with another provider that is more proactive and polite to their customers. In fact the chat agents at 32 red casino are incredibly rude and not helpful at all. I would just like my withdrawal approved and paid and my documents verified which is not a big deal because it’s only the last document they requested. The only delay is they have not reviewed my documents and I'm sure if they do this matter is easily resolved.

Unresolved

£6,500

My account is restricted

Restricted my account, and don’t respond to emails or answer phone.

Live chat, they make different excuses.

I’m fully verified.

I’m not sure what I can write. I just want my money, and it’s really affecting me.

I work hard for my money every day, I feel like they’re just stealing from me

Unresolved

Delay withdrawal of 1165 pounds

On the 10/12/23 I trudged to making a withdrawal which was then reverted because my payment method ending in 0354 can’t accept inbound payments from 32red.com.

Later on in the day I found out that my 32red account was permanently closed without any form of communication as I had to find out by starting several chats with agents who wouldn’t even tell me what was going on. I ended up having to call the Uk support phone number to find this out. I was then told that my withdrawal will be processed and that my bank statement is needed which i uploaded to the live chat agent at the time which I’ve sent a screenshot of the chat showing this.

The next day on the 11th even though the withdrawal that was made on the 10/12/23 was declined by the method ending 0354; it was made to the exact same card without my knowledge and it was declined again; I only found out about this by live chat as they lied stating that they emailed me which they did not as 32red have a reputation of poor communication with customers. My bank statement was sent in order to have my £1165 paid to me by bank transfer but nobody has deposited to my emails and every time I ask the live chat agent they always tell me to be patient which is ridiculous.

It clearly states on 32reds website that withdrawals are processed in less than 24hrs but in my case it’s been over 72hours. I would please like askgamblers to step in and sort this out please so that I can have my £1165 paid to my virgin money bank account that I was told to supply a bank statement for. As 32red are very notorious for making withdrawals difficult for customers as they do not communicate at all

Unresolved

£1,165

I’ve received the £300 but not the £2000

I’ve made two separate withdrawals. One on the 18/10/23 and the other on 19/10/23.
I received the £300 withdrawal which I submitted on the 19th but not the £2000 I withdrew on the 18th. When getting in touch the first time I was told that there’s been a technical fault within the payment team. They told me it’ll be all paid the following morning, I therefore got in touch again seeing as I wasn’t paid anything. I was told again that there’s a technical issue and then was told it’ll be in later on that day. I’ve now received the £300 but not the £2000 so now they’re telling me my bank declined the payment of £2000 going in. I contacted my bank and they’ve said there’s no trouble our side, we can only see that £300 has gone in or tried to go in. I can attach everything for my proof. I’ve been told a continuous lie for 3 days now.

Resolved

£2,000

Delayed Payment, endless prolonging and stalling

I withdrew my money on 06/11/22 and they have asked me for multiple documents which I have submitted (some multiple times) the last time I submitted anything was 14/11/22 and every time I speak to them, I am told to await someone replying. I have now waited 6 days for anyone to reply and I’m getting nowhere with it. I was told yesterday that this was only submitted to the relevant team on Sunday which doesn’t make sense. Within the 2 weeks, I have been told twice that it has been sent to payment just to be paid and then the next day they tell me it hasn’t and that it’s still awaiting review. I don’t understand why it takes so long and why I haven’t yet received my withdrawal after 2 weeks.

Resolved

£18,000

Delayed payment withdrawal request

Looking for some help with this. I Requested a withdrawal on 31/08/22, was asked to provide proof of id, bank statement, address etc on 03/09/22 that I have done. It's now 10 days since my withdrawal and they don't work or process anything over the weekend so that will be another 2 days added. I contacted live support and all they say is we apologise for the delay someone will be looking at it soon as it's the verification team that needs to look at it. My withdrawal has been sitting at work in progress for around 8 or 9 days.

Unresolved

£25,000

32Red Withholding 4400 pounds

Hi, I have deposited over £8,000 with 32Red. They had no problem taking those funds without question. 2 weeks ago, I made a withdrawal for £4400. This money hasn't arrived and 7 days ago I was asked for verification documents. A lot more extensive than other casinos too. I was told this could take up to 5 working days. This time is now up and they are saying they can't give me a timeline. I need this money and only bet more as I thought my withdrawals would be on the way. Their customer service is so arrogant too, making my blood boil. I thought that these were good casino, but sadly they are proving me very wrong.

Unresolved

£4,400

Prolonged Account Verification Process and Withholding of Funds

I joined 32Red on the 11th of May 2020 depositing a total of £1,500 in May and not winning anything.

I did not log in again until August 2021. I recently upped my level of play depositing amounts between £100- £1,000 and winning various amounts. However, on Friday the 19th of November, I deposited a total of £1,700 into my 32red account (initially £700 followed by £1,000) and won playing on roulette. I requested 2 withdrawals on the 19th of November, the first for £4,500 and the second for £1,500 and logged out of my account. I later logged back in and got a message along the lines that I have been prohibited from making further deposits. Notwithstanding, I continued playing as I had funds leftover in my account and did not need to deposit anymore funds. I won a few more hundred pounds and logged off for the night.

I logged back in on the morning of Saturday the 20th of November still getting the message prohibiting deposits but was allowed to play. I won between £500-£600 and logged off. When I tried logging on again later the same day, I got a message saying that my account had been locked. I called 32red and was advised that an email had been sent to me on the night of Friday the 19th of November requesting various documentation and until the receipt of the said documentation, my account will remain locked. When I enquired about my requested withdrawals, I was told that none of my funds will be released until receipt of the requested documentation and completion of 32reds review.

I sent the requested documentation electronically to 32red on Monday the 22nd of November via email timed at 11:18am and 14:17 respectively. I sent a further email on Monday the 22nd timed at 16:17 requesting confirmation that I had now supplied all requested documentation and to be given an indication of how long the process will take but got no response. I sent a further email on Tuesday the 23rd of November timed at 10:43am saying that it would be helpful and courteous to get a response to my email of Monday the 22nd of November timed at 16:17 but still got no response to date.

I have called the customer support team on three separate occasions but they have not been able to give any information other than that the matter is being dealt with by the relevant team who will get back to me once they have completed their review but they are unable to shed any light as to when this will be.

I subsequently got various emails from the support team apologising for the delay in responding to my earlier emails but 32red are unwilling to give any indication of how long the process will take. Today is exactly 7 days since I sent 32red the requested documents which they have confirmed receiving but still review is pending in a queue and funds will not be released until review has been completed when this will be is unknown.

The situation has left me frustrated and furious as 32red are holding onto my funds totalling just over £8,000. They have not provided me with any indication of how long the process will take or when they will release my funds.

Whilst I appreciate the rationale behind the account verification process i.e., for money laundering and social responsibility checks particularly in light of 32red being hit with a £2m penalty for failing to protect a problem gambler. But to leave me in abeyance whilst holding onto my money is unacceptable.

32red have had ample opportunity to undertake checks on me but only sought to do so after a large win giving the impression that they do not want to pay out large wins.

All I want is for 32red to complete their checks and release my funds.

Unresolved

£8,000

Withdrawal taking forever to receive, verification delayed

Submitted my withdrawal on the 28/9/21 asked me for documents sent all documents still not received withdrawal, was sent an email by the sustainability team to say my withdrawal was processed on the 28th which I haven’t got sent email back and all I keep getting told is someone will get back to me this has been going on forever now.

I sent all documents that were asked for.

I’m just going round in circles keep getting told someone will get back to you, how long does it take for someone to get back to me, this is the worse customer service I have received so far where no one can help and give me a proper answer.

Unresolved

£16,100

Birthday Bonus not added as advertised

Hi i am a bronze tier level holder at 32red which means, according to their own statement onsite, I would get 1000 rubies credited to my acct on the day of my birthday. deposited and played the day of my birthday and waited for the rubies and by around 3pm I asked chat why I had not received them and was told it can be anytime that day up to 23:59. Do was advised just to wait. Next day came, and nothing then nor had anything been added the day before.

I ask the chat agent plz Could I get the bonus added manually because, after all, this is what it's stated on site would be the case in the event it did not auto add. Agent said it was too late and i should have asked the day before and I said I had done but just kept getting then, and have done sinse, repeated dismissed with 'There is nothing I can do in regard to this bonus' despite this being their error l, not mine, and despite their site stating they would and do add extra bonuses for players who's accts they deem deserving and I haven't got a standard issue let alone extra bonus.

It is stated they use criteria of how many bonuses player has claimed, longevity of players acct and if they had received any gesture bonus previous. the 14/15 year membership and for reasons that are unknown to me it really fells like I am subjected to discrimination by the staff at 32red who dismiss me each and every time I try to plead my case.

I am considering contacting the customer UKGC on acct of what they state on their website is factually unsubstantiated therefore false advertising. I am here to see if you can help resolve this as if not, I will publily list this as well as my previous withdrawal issues there to warn others to be aware that play at 32red at your own peril as they will not honor a bonus not comply with their own stated claims onsite.

Hope you can help.

Yours, Alex.

Unresolved

Verification and processing of £50,000 withdrawal taking too long

Hello.. I get luck on live casino game last Friday morning,and with £75 bet i win £50000... I request withdraw for £50000... Same day i received phone call from 32Red,and they ask me for pictures of the card I've been used for deposit, proof of address,and 60 day's bank statement.. I send all this, plus even 90 day's bank statement.. I wait all weekend,and my withdraw remain pending(i found out in the casino rules that this is normal)... I didn't reverse nothing... On Monday my withdraw change to "work in progress", later same day i received email, in which they ask me for P60, i send that as well... And since then I'm keep waiting... I call to the customer service few times and every time i get the same answer, that the security team is checking my documents,and nobody can tell me how long time this gonna take... I'm worry, because this is big money(at least for me).. and I do everything right.. i deposit from card on my name,i didn't use any bonus,i proof my address, i send them everything they ask me,and i still can't get my money for nearly one week... Now is coming Easter bank holiday,and i have no idea how long time i must wait... Two days ago, I deposit and play again... So for me start look like I'm allowed to deposit and play,but not allowed to withdraw... If you can help me I will be very appreciated, because this is my life changing win...
Best regards

Unresolved

£50,000

Winnings confiscated due to failed verification with no further details given

In November I registered at 32red. I made a deposit, completed wagering requirements at the casino I had 1000.29 GBP of my winning. I made a wihdrawal request. In two days I tried to log in my account but it was closed. Via chat they requested documents. I sent everything they demanded and I received the e-mail that my documents do not meet their requirements.
And they will be returning my ?10 deposit and my gaming account will remain closed, with any winnings confiscated. Then via chat I asked to infrom me with all these requirements but agent refused me. This is unfair cause I sent my documents, legit and with all corners visible and they just closed my account with all my winning. I attached a screenshot with this chat.

Unresolved

£1,000

Withdrawal of £30,000 still not paid after more than 2 weeks waiting

I withdrew £30,000.15 on the 03/07/18 I was informed this was paid on the 05/07/18 after sending verification documents. It's the 18/07/18 and I still have not received payment. I was told to wait 3-5 working days which was fine. The money was not in my account after the 5th working day so I contacted 32red and was told the money has been sent there's nothing they can do and that it may be that my bank is holding the funds and they need to be cleared. I contacted my bank and they inform me there is no sign of any money going into my account and to ask the company that's sent the money to do a forward trace to find out where the money has gone, so I ask 32red to do so and they tell me I need to wait another 5 working days for them to get the "tracking number". I have never had to wait anywhere near this long to receive a payment from an online casino. They keep reassuring me the money has been sent nut I still have nothing. After the 19/07/18 I will then have to get a forward trace on where my money is. This could take days or even weeks until I find out anything. I think this is unfair at the least they took my deposit money in seconds but being paid out seems to be a big problem.

Resolved

£30,000

Terrible verification process

I requested a withdrawal a week ago. after a 1 or 2 days I received an email for account verification. I played a lot in the past with this casino and a couple of years ago my account was already verified. but well ok. I send them a copy of my passport. to [email protected]. that email adress was stated in that email from 32red. after a couple of days I logged in and my withdrawal was returned to my account. I started a live chat and they say no documents received. they say the email adress is not working anymore. I now as requested uploaded the document via the verification page. after 2 days I logged in again and again my money in my account. I started a live chat and they say I need a adress verification (well ok np but why no notification? they had no reaction for this). I uploaded now my documents but still verification in progress. is this how 32red works I played in many online casinos but this service is really terrible.

Resolved

€706

Giving me a hard time on a ‎€12,000 withdrawal

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.

Unresolved

€12,000

App Glitch Not Being Investigated Accordingly

I started playing the playboy slot on the 32red App on Thursday 28th Sep and have done so in the past. While playing the bonus round and during the sofia bonus a few times i thought i saw winning reels but the system was not crediting my account and the symbols changed after the reels had stopped. I always just dismissed it thinking my eyes were playing tricks on me. During on of my sessions on thursday evening i noticed for sure that i got a big wining reel during the bonus round but the system didnt acknowledge my win and moved on to the next spin. This happened round 9.30 pm. I closed the game straight away and called support. I spoke to Shyann who told me to go to my playcheck and i can see the games i played. I did and as she said but couldnt seem to find the playcheck for the last game I played. I called again and spoke to Isabel. Isabel tried to locate the playcheck for the game with me. We were on the phone for 45 minutes trying to locate the playcheck for that game. Which we couldnt seem to find. I suggested to her that by the looks of it the app wasnt upating my playcheck on their site but she said thats impossible. She suggested that i take a screenshot of the problem but the screenshot doesnt show the full extent of the problem so after the conversation with her i decided to use a screen recorder and recorded my game so i can play it back instead if relying on playcheck. I sent the video to 32red showing them the symbols change after the reels have stopped. They replied to my email saying the problem existed due to a delay with my internet connection. They advised me to delete the app and reinstall which i did. After i reinstalled the app the problem still existed. I emailed them again with new video footage of the game after doing as they suggested, and with good internet connection the problem still existed. The icons on the screen were changing after the the reels had stopped which resulted in the change in winnings and some spins werent paying on winning spins at all. Since they were not taking my complaint seriously and slow to investigate. I went back to the game put my bet on lowest bet of 30p and started doing my own investigation and noticed that this was happening with only the sophia bonus rounds. The game was playing fine otherwise. Other bonus rounds were playing out fine. And symbols didnt change after reel stopped. I went back to 32red with my findings this is the response i received on the 29th of September and they still havent found the problem: I hope this email finds you well. First of all, I would like to thank you for providing the several video footages as well as screenshot; we were able to use these to pair up to your playcheck spins and were able to see uncorrelating icons on the same spin ID. We have taken screenshots from the video footages and the matching spins that were showing in the play check facility and sent these over to the Software Providers to look into and investigate. For the time being, we ask that you do not play this slot in particular, until we have heard back from the Software Providers. As soon as we do hear back, we will of course be in contact with you via email to advise on their findings. I apologise for the inconvenience and any disappointment this may have caused in your recent sessions and hope to have a resolution for you as soon as possible. After researching online i came accross forums where players had the same problem before. I cant seem to upload the video on askgamblers.

Unresolved

Complaint against 32Red Verification Team Leader & Payout Issue

I opened my 32red poker & casino account on 16th August 2016 and shortly after, I was requested to send some verification documents. I complied with the requests and I was informed that my account was fully verified. From the very start, on the 32red website I was not able to transfer the funds between poker & casino wallets. I requested various chat staff members to resolve this transfer issue that was lingering for over 1 month now; however, they could not resolve this issue. I was later contacted by Claire on 17th Oct 2016, customer service team supervisor and I was informed that a new account shall be opened for me with the approval of the poker manager. At the time, I stopped playing at 32red site due to the above mentioned issues and also I had bad run. I should inform you that my deposits amounted to over GBP 50k and withdrawal amount to about GBP 20k in my old account. I started playing back in 32 Red casinos in March 2017 in the same old account. However, after experiencing the same old transfer issues that I complained about to the chat staff earlier, I was informed by a chat staff that a new account will be created for me by the team supervisor. I was also informed by the supervisor that I do not need to provide any further verification, as they have moved my old profile from my old account to this new account. In this new account, I had experienced for the very first time a good run at 32red website. I deposited just over GBP 1k and withdrawn GBP 2,500 successfully and I had a pending withdrawal of GBP 4,800 and GBP 1,000. However, my withdrawals of 4,800 and 1,000 were not getting approved for some days. I was contacted by security team at 32red plc requesting me an id confirmation and address confirmation. I complied with all the requests and I received an email by David that all checks are completed on 28th March 2017 and they have escalated the issue about processing my payment. However, I never received my money for 2 days and I know through experience that Neteller withdrawals are instant. Upon enquiry, I was contacted by Emma (32 Red Security Team Leader) that she accused me of opening multiple accounts and my logins were coming from different IP addresses so she wanted to run some play checks again on my account. She also wanted my id confirmation & address confirmation again & I should wait until her investigation is over. I was not happy about it, however, I complied with her requests and submitted all the verification documents again. Every time I enquired about if the investigation was over, I was informed she is not on leave for that day or she has left for work. By now, the security team leader, Emma had made me wait for over 2 weeks now. I was allowed to reverse the GBP 1,000 withdrawal though the help of customer service team and that I played in casino and lost. However, I left the 4,800 withdrawals as pending in my account. I was not happy with the delays in the investigation, especially after having receiving email confirmation over verification of my account. I did not understand the length of time it was taking to release my funds. I felt that the 32red staff wanted me reverse all my withdrawals and play and loose the funds at their website and hence they were delaying my payment. By now, I had submitted my passport id, driving license, utility bill confirmation, council maintenance charges bill & also my credit report. I also was informed that they run electoral roll search on me at my UK address. I requested 32red staff them to release my pending withdrawal of GBP 4,800, as I had to travel abroad soon and I need those funds urgently. Eventually, I was emailed by Emma (Security Team Leader) that they need some source of funding documentation and require address verification, like a bank statement received by post. As I had left abroad, I was not able to send the verification document recently received by post. I sent them confirmation of my overseas residence with confirmation of credit card bill received by post. I also checked with 32red staff if they allow players from Pakistan and I was informed that they allowed players to play from Pakistan. However, I was shocked to be informed by Emma that they have decided to close my accounts and she accused me for deceiving her investigation over address confirmation and will no longer provide me with the 4,800 withdrawal request. I was also informed by her I will never be allowed to open a new account at 32 red or sister companies and that I should never contact their support staff. I told her that I am in dire need of those funds from my 32red account due to financial stress and I felt really grieved over her decision. I assured I would comply with her requests and not contact any 32red staff but I kindly requested her to release my pending withdrawal funds. I received her email to my surprise informing me that after review with her manager and my accounts I would be provided with GBP 4,001 & that I should contact Gamcare. Overall Complaints The security team accused for opening multiple accounts, when clearly 32 Red customer chat staff were the ones who opened it up for me, as my previous account had software transfer problems. To my credit, I never played again in my old account after the new account was opened and functioned properly; however, they had left both accounts opened for me to do so. While the security investigation was on going related to play checks and verification checks on my account, 32 Red customer service staff and their supervisors were happy for me to play in my new account. They informed me that there were no restrictions to play with the funds I have on the account and reversed the 1k withdrawal themselves, but I was not allowed to deposit or withdraw any further in this account. In hindsight, this makes me feel that they just wanted me to lose my existing funds on the account that I had secured through requests of withdrawals. While the security investigation on my new account was ongoing, I was asked for different documents of evidence by different personals from the security team. It did not appear that a consistent approach was applied in obtaining the required information from me and a lot of in-consistencies were found in their security investigation. Hence, I became very frustrated over the matter. Emma wanted to initially run some play checks on my account. When, everything was found to be ok she was not happy with address verification sent earlier and she could not find any records of documents relating to address verification. I did not understand where the other security personals were storing my verification documents in their system. When I told her that I would be leaving to go abroad, she waited for some time and after when I had left to go abroad, she wanted some documents from me received by post and until then, I would not be allowed to withdraw. David from the security team emailed me stating all verifications were completed and that my funds request will be getting escalated for payment. Leigh in security team wanted me to provide the security team with funding proofs only. When I did provide her with funding proofs, they were not happy and kept on making me wait for withdrawal. The customer service chat staff kept on assuring me that they delays were due to some play checks and there was nothing wrong and I can continue playing on the account. REQUEST I should be paid my remaining GBP 800 in any case and that I should be considered to play at 32RED again.

Rejected

Linux Glitch Cost me £600!

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!

Resolved

£250

32Red Casino Refuse To Close My Account Permanently

I asked 32red to close my account permanently due to being unhappy with the service there, however they would not do so, and advised that this could only be done if I have a gambling problem, which I don't have. I think this is unfair, and as it is my account, I should have the right to close the account PERMANENTLY! They did say I could close my account, but not permanently, hence I could reopen it at anytime. If I decide I NEVER want to play at a casino again, and wish to remove any temptation of returning as a player, I should have this right regardless of the reason. It's a matter of principle, and a right I as a customer should be free to act upon. Thank you.

Unresolved

Denied my winnings

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.

Unresolved

£5,000

support is declining big time

I dont usually write a review about anything but I felt very frustrated and disappointed with 32red that made me look for some sites to write reviews! I have played at this casino for almost 5 years now. I'm a VIP player at 32red. I liked the casino for their customer service and their generosity. If I had a bad run, they would help. If I deposited too much, they would help. It was a matter of just asking for a little help! Support was great! Emails responded to almost momentarily! Live chat 24/7 and phones almost always answered quickly.

In August of last year I noticed things getting tighter and support declining. I decided to close my account and stopped playing for 4 months. I then decided maybe things have changed so I decided to reopen my account.

That was back in Dec and have now decided to close my account again.

Amounts deposited to date: $289,442.84

Reason: Huge delays in emails response time. The explanation is Friday nights are their busy time but getting a response the next day or sending an email in the morning and receiving response on afternoon time after time just shows the support is declining.

I made a withdrawal request of about over $3000 last month which took too long to process and after a long time getting response from the payments team that their not able to withdraw to the credit card I registered. Took so long I was tempted to reverse it all.

Rejecting free chips as a goodwill gesture is non existent with 32red lately. They can come up with almost any reason not to offer you one. If you had a bad day their response but you had a good moth. If you had a bad month, their response but you had a good 2 months and so forth.

If you complain about your bonuses versus deposit ratio, they will say yes you have deposited quiet a bit but we have matched your deposits 50% in the past 6 months!!! Whichever figures is more attractive to tell you sorry you dont deserve a bonus!

Account closure requests take 48-72 hours as only a pit boss or a team leader is able to do this (scrolling down to the title of the rep sending the email says pit boss).

There are many more complains but this is all I'm going to say right now.

Again, I have never complained to any casinos but felt a bit frustrated after being treated as a VIP player depositing well over $289000 and treated poorly lately.

Resolved

32Red Casino Complaint Stats