32RED..Bonus issue: resolved

[imkellye]

Ok here goes..trying not to "bitch" but I am hoping someone can help me out there..First of all I really like to play at 32red. Depositing there is a BIG hassle for me. They dont take any credit cards from the US. So the only way i can play is if I fund thru neteller. I only get money into neteller when i win and withdraw to it..so..anyways..I won the other day and I took 150 and deposited it into 32red and played. I always get emails regarding the monthly match bonus up to fifty etc..I played for a bit, lost it and then went into live support and asked about the fifty dollars..they refused to give it to me saying that i needed to notify them before playing any of the deposit..They told me that had warned me before...however i dont ever remember having a problem with them in the past regarding this..They refused - no if ands or buts about it. I was so mad i told the person to close my acct. It is still bothering me and i wasnt going to write this but i was reading all the other complaints about their customer service, I decided to go ahead and do it. I play alot on line. I deposit at least 1000 a month. I have never been encountered such a rude live support person at any casino!( well maybe one or two LoL)....My acct number is (or should i say was) (removed).

thanks for listening..
Kellye

[Macgyver]

First, take the account number out of your post if you still can. Just begging for someone to do something unsavory with it.

Second, from their T&C:

The Monthly Match cannot be claimed as a Welcome Bonus. Players must claim and receive their Monthly Match before they start playing with their deposit. Requests for the bonus once players have started wagering their deposit will be rejected.

Pretty clear that you have to ask for the bonus before you gamble with your deposit.

Third, why not PM Ed Ware or Pat about this and see if you can come to a mutual agreement with them before "bitching"?

[Pinababy69]

Absolutely agree Mac, the terms are crystal clear, you have to claim prior to playing. However, that being said, a simple PM to Pat or Ed would have cleared this up within minutes of their receiving it I'm sure.

[liquuid_fusion]

This term doesn't seem to be followed at least some of the time - i've been credited the monthly match before after crashing out on my deposit.

[imkellye]

Well, I cant take my acct number out of my post..Ive posted my acct number and have never had a problem before..Ill just have to cross my fingers and hope that no one tries anything...
as far as me Pm'ng Pat or Ed, I looked around the forum and to be honest, I couldnt see if they were on or not..(lack of knowledge on my part)I was hoping that one of them would read my post and maybe help me..
You are right, it is posted, but that term is an odd one, dont you think? I haven't had any other casino refuse a bonus based on that rule. Keep in mind, i did deposit 150$, I wasn't trying to do anything underhanded etc...and I have received the bonus before, without notifying them beforehand, so it is "possible". I would've been a more "regular" player there, if only we could deposit with credit cards from the U.S. and i know I would've remembered this rule if I didn't play here but a few times each year. That's my "excuse" and I'm sticking to it!! HAHA
But, honestly, the reason I was ever interested in playing there is because of the good relationship they have with this group. I figured "these guys are ok". So yes, it is my fault for not reading the terms on their web page. I guess I was surprised that they wouldn't work with me on it and the way I feel i was treated when I went to their live support. Thanks for your input!
Kellye

[Macgyver]

Originally Posted by imkellye

I guess I was surprised that they wouldn't work with me on it and the way I feel i was treated when I went to their live support. Thanks for your input!

Again, PM Ed or Pat and they may be able to do something.

I'm not promising anything because it's ultimately up to them, but at least you'll have the ability to plead your case to a higher level than live support.

[tennis_balls]

i'll be blunt....i don't think they should grant you the bonus now

there's an obvious reason for making a player claim the bonus ahead of play.....it clarifies that you are accepting the bonus and agree to the WR terms.

if you can't get along with the reps at 32Red, you shouldn't be gambling

[Casinomeister]

Hi imkellye,

If you look on the main navigational tool bar, you'll see "Casino Contacts"
http://www.casinomeister.com/forums/showgroups.php

This is where all of the casinos and poker rooms that have representatives in the forum are listed. Scroll down or do a "find on this page" search for 32Red and you'll find a number of reps.
Pat (Operations Director) visits daily as does their CEO Ed Ware. I'd recommend PMing Pat with a complaint, but I don't think you have something to complain about here. It's true - you have to agree to accept a bonus before they will put it into your account.

You can PM Pat here:
http://www.casinomeister.com/forums/members/path.html

[paul02085]

32Red did nothing wrong here so you shouldnt complain. They wont even give me the monthly match (guess i have won too much with bonus) but i asked up front.

[Linus]

I'm just guessing here, but I suspect the folks at 32Red will be very pleased at the chance to make things right with Kellye.

Kellye, could you let us know how things turn out for you?