Resolved Problem with 32red casino .

[michelgrass]

Hello! This morning I took the bonus of 10 € at 32Red Casino. Before I turn the bonus carefully read the terms & conditions for this promotion and I did screen (fortunately). I made the required rotation, I made a deposit and ordered a withdrawal. After a few hours I got an email with the slide in which I was informed that the money was withdrawn because the required rotation account for my country to x100! When I made the required rotation and commissioned pay rent 320 €, after a few minutes done update rules where the added 1 point and changed the rotation! However, I am joining this promotion, I did it the old rules because I have no idea why my payment was canceled and I suffer the consequences of changes in terms & conditions. Please help in resolving this matter, I'm an honest player I have an account there for a long time and did not break any rules. Below I attach a screen with the rules of the screen and I did email I received from support. My username with 32Red Casino: michelgrass

Link Removed ( Old/Invalid)

Hi Michal,
Account Login - michelgrass
In accordance with the terms and conditions of the Celebrating 10 Years Bonus and in the interests of fair gaming, please note that there is a play-through requirement to be fulfilled before you are able to make a withdrawal.
It is with regret that due to abuse of this generous promotion by players from Poland, players residing in this country will be excluded from this offer. In the event that a Polish player is erroneously given the bonus, an enhanced playthrough requirement of 100 x will be required.
The new playthrough amount you will have to meet before withdrawing is 3,1615.00 the withdrawal for 316.15 has been reversed to your account and it’s available in the bonus balance for you to be able to play & fulfil the enhanced play-through requirements. You can read the full terms and conditions of the bonus in the following link

You do not have permission to view link Log in or register now.

Support is on standby 24/7 so please do not hesitate to contact via telephone, LIVE chat or email support@32red.com if you require any further assistance.






Kind regards,

Diane
Payments Executive
32Red

 

[Seventh777]

Well, basically, players from your country are NDB banned, and if for any reason a NDB has made it`s way to an Polish (and/or any other country that is NDB banned) account by mistake, rather than make the NDB null and void you are granted the chance to make a w/r of x100 bonus (in this case 1000 credits) blame your fellow countrymen/women for this my old china.

 

[michelgrass]

I know that changing the rules is due to the dishonesty of players from my country, but I have developed for the bonus, shifting it to the old rules before changing the rules so why suddenly a decent combination of the casino begins honest player who has an account with them is not new. I feel cheated and surprised why a casino with such a reputation that you have worked for several years suddenly starts treating their old players in this way .. The tower will succeed in this matter resolved with positive results, because this way of doing things do not suit me to the casino. Maybe it is a mere oversight. Sorry for my English but I'm using google translate

 

[Seventh777]

I know that changing the rules is due to the dishonesty of players from my country, but I have developed for the bonus, shifting it to the old rules before changing the rules so why suddenly a decent combination of the casino begins honest player who has an account with them is not new. I feel cheated and surprised why a casino with such a reputation that you have worked for several years suddenly starts treating their old players in this way .. The tower will succeed in this matter resolved with positive results, because this way of doing things do not suit me to the casino. Maybe it is a mere oversight. Sorry for my English but I'm using google translate

Hold on, i`ll just get stoned and hopefully i`ll understand it better .

Brb.

 

[mn001]

If you took the bonus before 26th July 2012, 16:09 GMT you should be ok if you didn't do anything else... thats when they updated the terms I think. I cant remember seeing anything about polish players in the old terms.

 

[chuchu59]

I know that changing the rules is due to the dishonesty of players from my country, but I have developed for the bonus, shifting it to the old rules before changing the rules so why suddenly a decent combination of the casino begins honest player who has an account with them is not new. I feel cheated and surprised why a casino with such a reputation that you have worked for several years suddenly starts treating their old players in this way .. The tower will succeed in this matter resolved with positive results, because this way of doing things do not suit me to the casino. Maybe it is a mere oversight. Sorry for my English but I'm using google translate

Let's see if I have got this right. You have been a player for quite some time and was recently awarded a $10 bonus. You played and met wagering but they changed the rules and increased your wagering requirement. You say you are an honest player but frankly we do not know you well enough though 32 RED is one of the most honest casinos out there. If they changed the wagering requirements after you commenced play they are wrong. If this were a case of you not noticing there has been a change in wagering requirements then tough luck and I hope the casino sticks to its guns. If you are a regular player I am sure they wouldnt do this to you and will waive the requirement for you. However, if you had deposited a long time ago and only returned for the no-deposit bonus then tough luck.

32RED should realise that there will be players taking advantage of the fact that they treasure this forum and may yield to demands, however unreasonable. If the casino altered the wrs before commencement of play then that's it and the casino needs not pay out IMO.

 

[chayton]

Well although the screenshot of the term page doesn't say anything specifically about players from Poland, I think perhaps term #12 may cover it.

However, why would the OPs entire withdrawal of $316 be subject to 100 times wagering when the bonus amount was only $10? Unless my math really sucks then the playthrough should be $1000, which the OP had already made part of before submitting the withdrawal in the first place....

 

[path]

It's our mistake here; playthrough was achieved before the Ts and Cs were updated.
The OP has been PM'd with our apologies and confirmation that the withdrawal will be sent first thing in the morning.

Regards
Pat

 

[michelgrass]

I got the answer, and tomorrow they have the money to hit my account. It was a mistake on the part of the casino and I was convinced that a casino with such a good reputation does not allow itself to such a bad practice. Thanks in advance for your help for Mr. Pat Harrison . Subject to close

 

[vinylweatherman]

It's our mistake here; playthrough was achieved before the Ts and Cs were updated.
The OP has been PM'd with our apologies and confirmation that the withdrawal will be sent first thing in the morning.

Regards
Pat

There also seems to have been a problem with the maths in that reply from CS. Were the new terms in force, the WR should have been 1000 as the bonus was 10.

Are these crafty Polish players just waiting for these "everybody" celebratory chips and never depositing their own cash?

Rather than exclude an entire country for good, can't regular players from Poland be assessed on their loyalty and brought in from the cold once they have demonstrated that they are not just playing for the cream of the promotional offerings? The OP claims to be a long time regular player, but I would have thought the problem with this promo and others like it would be a surge of new signups purely to play the free tenner, with some attempts at duplicate account registration among them.

I also note with some interest that the max bet rule for this free tenner is 10 credits This means the whole lot can be wagered on a single game, the original "bonus abuse" method that has been around since the early 2000s.

 

[Nifty29]

There also seems to have been a problem with the maths in that reply from CS. Were the new terms in force, the WR should have been 1000 as the bonus was 10.

Are these crafty Polish players just waiting for these "everybody" celebratory chips and never depositing their own cash?

Rather than exclude an entire country for good, can't regular players from Poland be assessed on their loyalty and brought in from the cold once they have demonstrated that they are not just playing for the cream of the promotional offerings? The OP claims to be a long time regular player, but I would have thought the problem with this promo and others like it would be a surge of new signups purely to play the free tenner, with some attempts at duplicate account registration among them.

I also note with some interest that the max bet rule for this free tenner is 10 credits This means the whole lot can be wagered on a single game, the original "bonus abuse" method that has been around since the early 2000s.

I'm not sure why we need to keep on about it as 32Red has, as always, resolved the issue quickly.

I would have thought kudos rather than criticism would be in order.

 

[vinylweatherman]

I'm not sure why we need to keep on about it as 32Red has, as always, resolved the issue quickly.

I would have thought kudos rather than criticism would be in order.

Discussion enables learning, and thus a further reduction of the already miniscule error rate at 32Red CS.

Abruptly banning ALL Polish players, even existing ones, from a celebration chip seems very unlike 32Red who tend to treat their players as people, rather than numbers. I would have expected them to make it "invite only" for places like Poland so that they could reward the loyal Polish players, but stop the "chancers".

This problem is bound to occur again, as what the Polish players are up to now that warrants this decision could well be taken up en masse by players from another country to the extent that such action has to be taken again.

It is better to have an issue not occur in the first place, rather than to resolve it well.

 

[Nifty29]

Discussion enables learning, and thus a further reduction of the already miniscule error rate at 32Red CS.

Abruptly banning ALL Polish players, even existing ones, from a celebration chip seems very unlike 32Red who tend to treat their players as people, rather than numbers. I would have expected them to make it "invite only" for places like Poland so that they could reward the loyal Polish players, but stop the "chancers".

This problem is bound to occur again, as what the Polish players are up to now that warrants this decision could well be taken up en masse by players from another country to the extent that such action has to be taken again.

It is better to have an issue not occur in the first place, rather than to resolve it well.

Just as well you're around then, as this might never had occurred to them.

I'm all for discussion, but pointing out what they obviously already know was an error/misjudgment is....well I won't say it.

 

[colly]

And the casino's response is one of the reasons players prefer them (as well as the CS and fast payouts)= errors are fairly rare but if they do happen- they recognize it apologize and fix it promptly.

If only more casinos realized that its much better PR and business practice to acknowledge a mistake and fix it rather than bluster and spin for weeks.