Non-Bonus Complaint 32red said I broke the T&C's 6.25 bet rule

[jmckeag12]

Tracey: Jordan I can see we have not completed verification. I will email verification form to you now please complete and return. Security team will verify and confirm completion.
Me: omg...
Me: well
Me: can you do me 1 thing?
Me: I need to know the money won't go back on the account balance so I don't spend it?
Me: oh
Me: if I submit my passport number
Tracey: email has been sent
Me: do I still have to scan my ID?
Tracey: Jordan it would appear you have broken the maximum bet rule of 6.25
Me: 6.25?
Tracey: payments team will review and verify if this is the case balance would be returned to bonus funds and you would need to achieve the required x30 play through before being able to cash out. You do get to give it another go.
Me: No
Me: that is not fair
Me: I spent my bonus funds
Tracey: Welcome bonus has a maximum bet rule of 6.25 per hand or spin
Me: and then redeposited!
Me: and then won the money I did
Me: so that is bs to be quite honest
Me: I did not win the money with the bonus
Tracey: bear with me a moment longer please
Me: I spent the bonus ended up with 0.50 pence in my balance
Me: and then deposited do not attempt to scam me as seriously. I loose xxxxx amount in total gambling. And then I win a large amount and then I end up not being able to get it?
Tracey: as said Jordan payments team will check and verify but if you bear with me I will look in to this a little further for you
Me: If I did go down to £0.50
Me: and then redeposited after spending the bonus that means I did not break the rule right?
Tracey: if you completed bonus yes the 6.25 rule would not apply
Me: Ok then it's not a problem
Me: if you look at my first deposits I played a 1hand blackjack
Me: betted all my bonus and lost it
Me: and then redposited money again
Me: on a 5hand blackjack

Basically I registered with 32red earlier got £95 bonus from depositing £30. I lost the whole amount on single hand blackjack thinking it was five hand as that is what it said. I then found the 5hand and lost more money and then deposited again. And then won £725 and now they are saying I might not get the £725 I played 3 hours straight for ?

I had £0.50 of the bonus left when I last deposited £25 and got up to £725 from the £25.50 balance I had.

 

[jmckeag12]

I don't even trust Red32 and I don't think I'll be getting the £725 that I won fair and square.

I think they have blocked me out of the whole site as the customer portal Don't even work.

 

[chayton]

Usually if you have a bonus you should always zero it out, sometimes if you have even a penny left over from a bonus and redeposit, the bonus rules still apply. Some casinos will waive bonus requirements if your balance is less than $1, but I'm not sure what 32Red's policy is though.

 

[jmckeag12]

Usually if you have a bonus you should always zero it out, sometimes if you have even a penny left over from a bonus and redeposit, the bonus rules still apply. Some casinos will waive bonus requirements if your balance is less than $1, but I'm not sure what 32Red's policy is though.

Over the phone they said the payment review team who is in around 1 hour from now will review it. How ever sometimes they can waive the bonus requirements that they have depending on certain things. How ever it is unclear exactly as they could not confirm on the phone until the Payment reviews team looks at it. Also a Manager will apparently re-review it if the payment does get declined from the Payments Team.

But at the end of the day regardless of the bonus I did spend well over the required amount through gambling for 3 hours I went up and down several times until I got to the £725. If they don't pay it out I'm going to be extremely mad as I spent hours of trying to get the amount I did. And they did say they will revoke the £725 and re-apply the £135 that I got when I first registered and force me to wager that again.

 

[dionysus]

Over the phone they said the payment review team who is in around 1 hour from now will review it. How ever sometimes they can waive the bonus requirements that they have depending on certain things. How ever it is unclear exactly as they could not confirm on the phone until the Payment reviews team looks at it. Also a Manager will apparently re-review it if the payment does get declined from the Payments Team.

But at the end of the day regardless of the bonus I did spend well over the required amount through gambling for 3 hours I went up and down several times until I got to the £725. If they don't pay it out I'm going to be extremely mad as I spent hours of trying to get the amount I did. And they did say they will revoke the £725 and re-apply the £135 that I got when I first registered and force me to wager that again.

As the rep said, the team will review your play. If you followed all the terms, you have nothing to worry about. 32Red is a highly reputable casino. They won't void your winnings without good cause.

 

[jmckeag12]

As the rep said, the team will review your play. If you followed all the terms, you have nothing to worry about. 32Red is a highly reputable casino. They won't void your winnings without good cause.

The advisor on the phone just said the exact same thing. they will look at my game play and a Manager will get back to me.

I just hope they don't end up screwing me over. I had a similar issue with coral I deposited £150 lost it all. and they never gave me the welcome bonus got it. in the end it was £20. I then got up to £3,500 and apparently it was still not enough game play to actually cash out In the end I ended up with £200 when I could withdraw and then I just blew it anyway as they screwed me over with the T&C's. How ever this is a different story all the bets I did for the £725 was with my own money and not Bonus Money but they are saying otherwise but won't look into my gameplay or give me any advice on the Phone at all. as they are stating the payment review team will look into it. It's just nice in this situation for them to actually maybe give me some hope?

 

[dionysus]

The advisor on the phone just said the exact same thing. they will look at my game play and a Manager will get back to me.

I just hope they don't end up screwing me over. I had a similar issue with coral I deposited £150 lost it all. and they never gave me the welcome bonus got it. in the end it was £20. I then got up to £3,500 and apparently it was still not enough game play to actually cash out In the end I ended up with £200 when I could withdraw and then I just blew it anyway as they screwed me over with the T&C's. How ever this is a different story all the bets I did for the £725 was with my own money and not Bonus Money but they are saying otherwise but won't look into my gameplay or give me any advice on the Phone at all. as they are stating the payment review team will look into it. It's just nice in this situation for them to actually maybe give me some hope?

CSR (support) aren't always privilege to all your details - that's why they have other staff and departments - support is merely front-line. I'm sure they will look thoroughly over your game-play and get back to you.

 

[mrmark21]

The advisor on the phone just said the exact same thing. they will look at my game play and a Manager will get back to me.

I just hope they don't end up screwing me over. I had a similar issue with coral I deposited £150 lost it all. and they never gave me the welcome bonus got it. in the end it was £20. I then got up to £3,500 and apparently it was still not enough game play to actually cash out In the end I ended up with £200 when I could withdraw and then I just blew it anyway as they screwed me over with the T&C's. How ever this is a different story all the bets I did for the £725 was with my own money and not Bonus Money but they are saying otherwise but won't look into my gameplay or give me any advice on the Phone at all. as they are stating the payment review team will look into it. It's just nice in this situation for them to actually maybe give me some hope?

How much of the bonus did you have left?

 

[jmckeag12]

How much of the bonus did you have left?

Maximum is no more then £0.50

 

[mrmark21]

Maximum is no more then £0.50

That's a worry. I thought 32 Red bottomed out the bonus when it's under a buck? Further playing on tablet or Ipad you can't actually zero out the bonus yourself (you can't change lines on slots). I also don't think you can contact CS to do this for you. I think you will be fine

 

[jmckeag12]

They have agreed that I can be paid out.

I asked to speak to a Manager. the women went through to the Manager and the manager pointed out that on my second deposit my balance was £11 before the second deposit. And then on my third deposit it was only £0.50 as exactly I said.

 

[chayton]

I figured you'd be ok, 32Red is a good casino and they look at things on a case by case basis. Just remember the max bet rule next time you take a bonus there!

 

[Nate]

I figured you'd be ok, 32Red is a good casino and they look at things on a case by case basis. Just remember the max bet rule next time you take a bonus there!

32Red is a cut above the rest to be honest. Glad you got your money

Also - The Max bet rule ONLY applies to the Welcome Bonus

Nate

 

[jmckeag12]

Payment team have accepted the payment for £745 so that will be in my bank in 3-5 days

Love you 32red

 

[chayton]

32Red is a cut above the rest to be honest. Glad you got your money

Also - The Max bet rule ONLY applies to the Welcome Bonus

Nate

Are you sure about that Nate? I thought it was all bonuses?

 

[Nate]

Are you sure about that Nate? I thought it was all bonuses?

Yep pretty certain

Nate

 

[Tirilej]

Are you sure about that Nate? I thought it was all bonuses?

You know you always can trust Nate.
Of course it's correct

 

[Nate]

You know you always can trust Nate.
Of course it's correct

Yes - I accept Jewellery, Cash, Cheques and Daughters too ... U can trust me

Nate

 

[bigjohn]

For the OP,

From what I have read 32Red is certainly one of the better places to play from a CS point of view.

When they have to make decisions that could go either way they seem to give the player the benefit.

That being said it would probably be wise to refrain from saying things like, "that's BS" or "screwing you over" or "you don't trust them" while they are looking into something for you.

They certainly could and would be well within their rights to hold you to their T&C's to the letter.