32red

[mn001]

Logged in to 32red Casino today. My balance was $0 and the usual do you want to deposit box asking me if i want to deposit funds pops up. I deposited 100SEK using Ukash and it was converted to $15.88. I play a bit mega moolah and hit a $40 or so win... I play down to $33.87 when I decide to switch game.

I close the game and notice when I'm in lobby it says $15 is bonus money of my balance. Obviously this is incorrect as my balance was 100% sure $0 when I made my deposit and I never claimed or was given any $15 bonus.

So from what I can see 32red now turn previous wagering requirements forward even when you zero out your balance on a bonus.

Have fun with my 15 bucks 32red.


Chat transcipt (I only edited out my account number)

You are now chatting with Charlie
--------------------------------------------------------------------------------

Charlie: Hi, Welcome to the casino, how can I help?
Me: Hi my account is 32RE00******
Me: please remove the bonus... seems stuck from previous deposit
Me: there shouldnt be any bonus now
Charlie: I shall check this for you please hold
Charlie: I am sorry but you have started playing and I can't remove the bonus for you.
Me: plz
Me: recheck
Me: and do right
Me: or forward me to supervisor
Me: (hint: i dont play with a bonus)
Charlie: I cant you have started the playthrough. You have to achieve 450 before you can withdraw and have achieved 190 meaning you have 260 left to wager before you can withdraw
Me: ok ok forward me to supervisor
Charlie: It is bank holiday here and the casino manger is not in. I can send an email but I do not know when he will get this as it is also the weekend
Me: im so tired of bonus problems here... always problems... i deposited with a $0 balance... you can't require me to have wagering requirements when i don't use a bonus for fs
Me: sorry about fd
Me: i did not use a bonius
Me: bonus
Me: sorry im angry
Me: 20 mins abo my balance was $0 - i did a deposit of ~$15... and you give me wagering requirements... i did NOT use any bonus and no bonus was added to my account. WHY do I have to explain this over and over so many times... not the first time this happens
Me: It's an old bonus that should be zeroed because i was down to $0
Me: more than this i can't explain
Me: there must be someone in charge being able to see what i mean... otherwise i want the $33.87 cashed out and i will reinstall this casino
Charlie: I am just talking with a senior member of the team please hold
Me: ok
Charlie: I can
Charlie: Sorry, I can remove the bonus for you. But any winnings will also be removed and you will be left with your deposits
Me: Ok I give up. I deposited $15.88 without as bonus. I play it up to $33 something and I notice you have $15 as Bonus amount in the cashier. So you mean you nowdays have wagering requirements on deposits not using a bonus? I never used any or was given any bonus after my deposit here. I won on the slots. Is this correct? If so I'll post a thread on casinomeister complaining about this.
Charlie: I think it was a bonus that was left in your account from the terrific treble part 3
Me: So you say wagering requirements on bonuses will stay on even after I'm down to $0 and make a fresh deposit now? A new rule from 32red?
Charlie: I am going to check this for you please hold
Me: You don't know that?
Charlie: I am trying to work out why you had a the bonus still in yoru account. I think you may have had a bets in play
Charlie: I am going to remove the bonus and see what happens please hold
Me: ok
Me: what happened is i lost $15 of my winnings i just made on slots. my balance is now $18.87 and no Bonus
Charlie: the bonus has gone as well as the playthrough
Me: I never requested any bonus. And I never got any bonus. So the $15 now deducted is from my slot winnings I made on the $15.88 deposit (which I made when my balance was $0) I made without using and without having any bonus added.
Charlie: Okay you claimed the terrific treble bonus part 3. you had a bonus remaining from that, and had funds in play. I have now removed that bonus for you. I did mention before that any winnings form that bonus will be removed
Charlie: and this has happened
Charlie: you now have the 15.88 in your account which you deposited earlier
Me: Ok Charlie, i'll post this on casinomeister as a complaint and I will only remove my casino account number and leave the rest as it is. Is that ok with you?
Charlie: For your security could you please confirm the following? Your date of birth and email address, thank you
Me: Ok thats it. Bye

[TopAff]

WOW!

32Red what is this???

I hope this is just some mistake by support person. You need to get some compesation of this too..

[Gremmyboy]

I'm sure it's just a misunderstanding but would've frustrated the hell out of me if I was put in that situation!
Sometimes you are better off banging your head on a brick wall than trying to get your point across to a CS!
I'm fairly sure that 32Red will see this and fix it for you with a compensation for the money lost as they are a very reputable casino.
One question though.... Would any compensation you receive be credited as bonus balance and have a playthrough attached? If so you'd be back where you started!

Cheers
Gremmy

[chuchu59]

i hate people who threaten casinos by stating they will post at casinomeister if they dont get what they want. i hope they are denied their free shot PAB if they resort to such tactics,

[mn001]

i hate people who threaten casinos by stating they will post at casinomeister if they dont get what they want. i hope they are denied their free shot PAB if they resort to such tactics,

Sorry about that. It was never my intention to make it sound like a threat. Actually I wanted to have his permission to even post the chat log. But it felt like I was talking to a bot. I agree with you. Please remove my PAB ability.

I just wanted to have some fun playing slots this afternoon, that's all.

Mods, feel free to delete the thread as my intention is in no way to harm the casino in any way.

I bought some new Ukash and am playing at another casino and don't care much about the money I lost due to this.

[rainmaker]

i hate people who threaten casinos by stating they will post at casinomeister if they dont get what they want. i hope they are denied their free shot PAB if they resort to such tactics,

Yes, I agree. That is inappropriate.

On the other hand, in this case. Looks like the OP asked CS if it was OK to post it on CM. He did not wait for a reply, so it was probably meant as a threat and not a question. I guess it would be fair if OP really asked CS if it was OK to post it on CM.

(Edit: OP has clarified this while I wrote my post)

[mn001]

So sorry all.

Wished I could delete the thread. I was VERY frustrated about the casino not having any manage available and I just wanted to play some. And he didn't answer my questions and it was like talking to a bot.

It probably looks like a threat about posting here when I said that to him.

I'll just reinstall the software and forget about this now. I learned my lesson and will remaim as a reading user only on this forum like I've been since it opened.

I did wrong here as it looks like threat. Even though it was never my intention.

Sorry

and bye

[rainmaker]

So sorry all.

Wished I could delete the thread. I was VERY frustrated about the casino not having any manage available and I just wanted to play some. And he didn't answer my questions and it was like talking to a bot.

It probably looks like a threat about posting here when I said that to him.

I'll just reinstall the software and forget about this now. I learned my lesson and will remaim as a reading user only on this forum like I've been since it opened.

I did wrong here as it looks like threat. Even though it was never my intention.

Sorry

and bye

No need for a sorry. We can all be a bit frustrated sometimes. And you did not use the "threat" before at the end of the conversation anyway. And i believe you when you say it was not meant to be a threat.

If the case is described correctly, then you have a valid case. And it is poorly managed by the CS. Small case like this should be solved immediately. "Sorry, nothing I can do" from the CS is not good.

Regardless if your balance was zero or not, the CS should have managed to find a better solution based on "goodwill".

"My" casino- Centrebet have given me "goodwill" several times when mistakes has happened. Good casinos will do that when the player obviously did not intended to "abuse" the bonus, WR has been carried over since balance was 0,9 instead of 0,0 or whatever the case is about.

[maxd]

Mods, feel free to delete the thread ....

That's not really how things are done here. See the Forum Policy regarding deleting posts (here):

Deleting Posts
Posts that are considered spam will be deleted by the moderators.

Posts that are considered "extreme flaming" using the dreaded c*** word, etc., will remain. These posts will NOT be deleted and you'll just have to live with being spanked and looking like a real moron for your lack of self-discipline.

If someone posts information that could be considered trade secrets or sensitive material, we will take this into consideration - but will perhaps edit the post, not delete it. In other words, deleting any posts will be kept at a bare minimum.

[rainmaker]

By the way OP, you should notify the rep(s) from 32Red about this thread. They may want to look at your case