32Red creating duplicate accounts for UK Go Wild database + offering 320% bonus

Hi guys

I've seen the 32Red/Go Wild stuff posted in a couple of places from a news perspective here, but I'd like to respectfully post my displeasure with 32Red.

I, like other Go Wild customers, was informed they would be closing their doors to UK customers and their database would be transferred to 32Red. 32Red then in turn automatically setup an account for me using my Go Wild details and informed me about it via email, then offered a 320% bonus on my 1st deposit (their standard welcome bonus).

Live support confirmed the obvious: you can't have multiple 32Red accounts, and I could chose which one to keep open. However the 320% bonus was not applicable on my "Go Wild" account as I'd already received it on my other account.

My complaint is that I am truly astounded that a company of 32Reds standing and reputation didn't even bother doing the quite simple task of cross referencing their database with Go Wild, and just automatically setting up a 32Red account for everyone on the Go Wild database. In essence, you have broken, and are being setup to continue to break the terms and conditions of 32Red through no fault of your own. I consider myself an honest gamer and so asked support beforehand rather than taking the 320% bonus and run into problems down the line if I won, but how many people will do that? How many people will knowingly/unknowingly have 2 32Red accounts running with bonuses until presumably, they win and it is noticed by the relevant department?

Only when I asked live support was I given the option of which account I would like to close down (I just closed down the Go Wild one).

Not impressed at all, I expect better from this casino. Apologies in advance if I've repeat posted this complaint, from skimming the forums I didn't see anything about it.

Slotty

slottymcslot said:

Hi guys

I've seen the 32Red/Go Wild stuff posted in a couple of places from a news perspective here, but I'd like to respectfully post my displeasure with 32Red.

I, like other Go Wild customers, was informed they would be closing their doors to UK customers and their database would be transferred to 32Red. 32Red then in turn automatically setup an account for me using my Go Wild details and informed me about it via email, then offered a 320% bonus on my 1st deposit (their standard welcome bonus).

Live support confirmed the obvious: you can't have multiple 32Red accounts, and I could chose which one to keep open. However the 320% bonus was not applicable on my "Go Wild" account as I'd already received it on my other account.

My complaint is that I am truly astounded that a company of 32Reds standing and reputation didn't even bother doing the quite simple task of cross referencing their database with Go Wild, and just automatically setting up a 32Red account for everyone on the Go Wild database. In essence, you have broken, and are being setup to continue to break the terms and conditions of 32Red through no fault of your own. I consider myself an honest gamer and so asked support beforehand rather than taking the 320% bonus and run into problems down the line if I won, but how many people will do that? How many people will knowingly/unknowingly have 2 32Red accounts running with bonuses until presumably, they win and it is noticed by the relevant department?

Only when I asked live support was I given the option of which account I would like to close down (I just closed down the Go Wild one).

Not impressed at all, I expect better from this casino. Apologies in advance if I've repeat posted this complaint, from skimming the forums I didn't see anything about it.

Slotty

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It's an even bigger problem because a 32Red rep has said it's OK to use both the original 32Red account and the new GoWild account. They will only force players to choose one if there is "bonus abuse".

32Red may also be breaking UK law by sending out these direct invites, as they falsely imply that the recipient can have the 320% bonus on their new account, and with the mailers quoting names and account numbers, these cannot be claimed to be "general advertisements", but invites made based on what 32Red know about the customer concerned. Any problems caused by this are going to start to surface during the first few weeks of the new UK regime.

Given that they have made the transfer to their flagship casino, there could be a high proportion of duplicates as for UK players 32Red is well known, so UK players at GoWild have probably joined the more obvious 32Red when they first started out.

For me, 32Red was among the first few casinos I joined, GoWild came later.

I just want to update this by saying Jonathan from 32red has contacted me and told me that support made a mistake of some sort, and that any Go Wild accounts that have been transferred to 32red ARE allowed to be functional and claim bonuses, regardless of whether or not you have an account with 32red directly. He has offered to sort this out for me, so big thumbs up, hopefully this is a good FYI for anyone who was affected by this.

slottymcslot said:

I just want to update this by saying Jonathan from 32red has contacted me and told me that support made a mistake of some sort, and that any Go Wild accounts that have been transferred to 32red ARE allowed to be functional and claim bonuses, regardless of whether or not you have an account with 32red directly. He has offered to sort this out for me, so big thumbs up, hopefully this is a good FYI for anyone who was affected by this.

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He sent me a PM too. It seems the management always intended GoWild players could, if they chose, keep both accounts, but the message didn't get through to CS. They shouldn't be surprised that players (and CS for that matter) got confused as duplicate accounts is understood to be a universal "no go" within the industry.

It would have helped if the welcome email had made it clear that the duplicate account would be usable even where the player had an existing 32Red account.

I think it may have been better to have merged GoWild with one of the sister casinos Nedplay or Golden Lounge. This should have led to less overlap with the GoWild database. Any player who has done their research probably already has a 32Red account if their country is allowed.

vinylweatherman said:

It's an even bigger problem because a 32Red rep has said it's OK to use both the original 32Red account and the new GoWild account. They will only force players to choose one if there is "bonus abuse".

32Red may also be breaking UK law by sending out these direct invites, as they falsely imply that the recipient can have the 320% bonus on their new account, and with the mailers quoting names and account numbers, these cannot be claimed to be "general advertisements", but invites made based on what 32Red know about the customer concerned. Any problems caused by this are going to start to surface during the first few weeks of the new UK regime.

Given that they have made the transfer to their flagship casino, there could be a high proportion of duplicates as for UK players 32Red is well known, so UK players at GoWild have probably joined the more obvious 32Red when they first started out.

For me, 32Red was among the first few casinos I joined, GoWild came later.

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So what's the legal position now?

My attorney wants to know so he can update his colleagues.

Seriously man......not everything is about the law. In fact, with online gambling almost nothing is about the law, especially UK law which is the ONLY jurisdiction in which you're allowed to practice (if memory serves).

So, even if you already have an account, you can use the 320% deposit bonus offer usually offered on new accounts, on the GoWild account that's been transferred over?

Don't think I'll risk it, I'll get pulled up knowing my luck.

Edit: scratch that, just read Vinyl's post.

Nifty29 said:

So what's the legal position now?
My attorney wants to know so he can update his colleagues.

Seriously man......not everything is about the law. In fact, with online gambling almost nothing is about the law, especially UK law which is the ONLY jurisdiction in which you're allowed to practice (if memory serves).

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Consumer laws - this is made clear on the UKGC website. It will govern what terms and conditions UK licenced casinos can apply to UK players. The UKGC stance is that UK consumer laws will protect players in the same way that consumers are protected in any contract they make with a business. Along with a change brought in with the 2005 Gambling Act, making gambling debts enforceable in law, the UKGC feels that players are now better protected than under the previous system of whitelisted jurisdictions.

Duplicate accounts are a civil matter, and most casinos don't allow them. The law would NOT usually protect players who had deliberately made duplicate accounts, although it would prevent casinos from imposing "fines" resulting in the confiscation of deposits. The laws only allow a business to recover the costs of dealing with a breach of the terms, and if asked, they must produce an itemised statement of costs to the customer.

The law WOULD protect players if they had specifically been told that in a particular circumstance, they could operate more than one account.

The problem here is that there is nothing in writing specifying that players in this case can operate both accounts, even though a rep earlier, and then by PM to a few members, said it would be OK in this case.

Naturally, players are wary of falling foul of the rules, so even after being told it's OK, many will probably still close their "spare" account.

I recently spoke to live chat about this and they have closed my go wild account and kept open my original 32red account and they said i also have the 320 percent bonus to claim again on each 10 pounds deposited. So basically it seems like you can claim there original first sign up bonus again even though most of us have already claimed it.

vinylweatherman said:

Consumer laws - this is made clear on the UKGC website. It will govern what terms and conditions UK licenced casinos can apply to UK players. The UKGC stance is that UK consumer laws will protect players in the same way that consumers are protected in any contract they make with a business. Along with a change brought in with the 2005 Gambling Act, making gambling debts enforceable in law, the UKGC feels that players are now better protected than under the previous system of whitelisted jurisdictions.

Duplicate accounts are a civil matter, and most casinos don't allow them. The law would NOT usually protect players who had deliberately made duplicate accounts, although it would prevent casinos from imposing "fines" resulting in the confiscation of deposits. The laws only allow a business to recover the costs of dealing with a breach of the terms, and if asked, they must produce an itemised statement of costs to the customer.

The law WOULD protect players if they had specifically been told that in a particular circumstance, they could operate more than one account.

The problem here is that there is nothing in writing specifying that players in this case can operate both accounts, even though a rep earlier, and then by PM to a few members, said it would be OK in this case.

Naturally, players are wary of falling foul of the rules, so even after being told it's OK, many will probably still close their "spare" account.

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Cool. Thanks.

I'll pass this on to my lawyer pal who can get his colleagues up to speed at this week's partners meeting.

Nifty29 said:

Cool. Thanks.

I'll pass this on to my lawyer pal who can get his colleagues up to speed at this week's partners meeting.

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Only worthwhile if they practice in the UK as these new laws will only protect UK players, and only from those casinos with a UK licence. No good depositing at Cool Cat or PamperEU and expecting these laws will protect you.

The main improvement is that UK players can take action in the UK against the operator, rather than having to take action in places like Malta, Curacao, or Costa Rica.

If they are willing to pay my airfare (First class return), and put me up in a 4 star hotel, I will be available to deliver this briefing in person

All sorted, thanks Jonathan.

FYI the stance is that 32red will honour the bonus offer but you still have to choose which account to close. More than fair.

Cheers
Slotty

slottymcslot said:

All sorted, thanks Jonathan.

FYI the stance is that 32red will honour the bonus offer but you still have to choose which account to close. More than fair.

Cheers
Slotty

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Yeah that is correct i was told pick one account. And then i can have the bonus more than once i think she said on deposits of 10 pounds.

Ive just logged in to 32 red with gowilds account #, & received the offers, Whats the best root to take? Ask help to delete the go wild account and still see if you get bonus? or use go wilds details ? Unsure and has any 1 took the bonus alow they have a 32red account

Thanks

I just had a great chat with cs, Here it is, Hopefully clear a bit up,

Shaun: Hi, welcome to live support, how can I help?
Me: Hi, whats the score now my go wild account has been pased on to youselfs, Am I still intitled to the bonus alow I have a 32red account
Shaun: you can only use only 1 account, one must be closed, you can pick which one
Me: what about the bonus from the go wild transfer
Shaun: Yes you can claim that, providing that you are verified
Me: what do you mean by that
Shaun: account verified on one of your accounts
Shaun: May I take your login name or number please?
Me: go wild log in vgwxxxx and 32 red log in f32rexxxxx
Shaun: Thank you, one moment please
Shaun: I see you are verified on your 32red account
Me: wheres that leave me
Shaun: You can claim the welcome bonus on your Gowild account
Me: and than the 32 will auto close
Shaun: you can pick which to leave open
Me: does it matter even 1 will be the same would not it?
Shaun: it doesnt really matter to be honest
Me: I just leave the go wild open than, I take you up on the bonus, I do not think I have many ponys in 32red account does that mean you need id again (silly Qs))
Shaun: No you do not need ID, i will add the free £10 for you now
Me: ok, I was on about the deposit bonus
Shaun: you can claim that also, 32 for 10 on your first deposit of up to £50
Shaun: do you want the free £10 first?
Me: great stuff, Thats just the 1 account I have now than
Shaun: yes i will shut the 32red account
Me: nerher say no to a bit of play time, that would be great
Shaun: great, one moment please
Shaun: Your £10 Non Deposit Bonus has been added, please remember to check out the T&C's before playing. We hope you enjoy the action in our award winning casino and don't forget to check the other fantastic casino bonuses we regularly offer!
Me: Thanks again, Its good to speak to cs when they no what they are doing

Nifty29 said:

So what's the legal position now?

My attorney wants to know so he can update his colleagues.

Seriously man......not everything is about the law. In fact, with online gambling almost nothing is about the law, especially UK law which is the ONLY jurisdiction in which you're allowed to practice (if memory serves).

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No need to mock VWM regarding this matter Nifty! When it comes down to cashing out and subsequently facing problems because of duplicate accounts/bonus abuse (which in the meantime has been clarified by the rep), T&Cs, laws and regulations are indeed important. They (should) protect both players and casinos.

Mouche12 said:

No need to mock VWM regarding this matter Nifty! When it comes down to cashing out and subsequently facing problems because of duplicate accounts/bonus abuse (which in the meantime has been clarified by the rep), T&Cs, laws and regulations are indeed important. They (should) protect both players and casinos.

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We are talking about 32Red here, not some clipjoint out to stooge players

What really is a simple situation has been clouded, once again, by someone who attempts to turn everything into a legal debate. The funniest part about that is there has never been an online gambling terms case even BROUGHT before a court in the history of online gambling (not that I've heard about anyway).....so banging on about this law and that law is just a waste of time and just makes it harder to actually have discussions about PRACTICAL solutions to issues based on the real world and not some episode of Law and Order.

Nifty29 said:

We are talking about 32Red here, not some clipjoint out to stooge players

What really is a simple situation has been clouded, once again, by someone who attempts to turn everything into a legal debate. The funniest part about that is there has never been an online gambling terms case even BROUGHT before a court in the history of online gambling (not that I've heard about anyway).....so banging on about this law and that law is just a waste of time and just makes it harder to actually have discussions about PRACTICAL solutions to issues based on the real world and not some episode of Law and Order.

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There has actually.

It was a case about "bonus abuse" brought against a player for breaking the duplicate account terms.

As it turned out, it was really a case of fraud, and it became a criminal prosecution.

Other cases have been brought, but it would appear that they end in out of court settlements. We don't hear about them because of gagging clauses, not because they didn't happen.


Like the banks before them, casinos do not want such a case being decided by a court in the player's favour because of the risk it will "open the floodgates" to similar claims.

Eventually, the dam will burst, and casinos will have to adapt their terms in order to steer clear of future court defeats, which is what the banks did.

kou187 said:

Yeah that is correct i was told pick one account. And then i can have the bonus more than once i think she said on deposits of 10 pounds.

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No It's only on your FIRST purchase/deposit. So you choose how big you want £10=£32 bonus. Up to £50=£160 bonus.

I really wanna try that offer with my merged GoWild account. Also this is in pounds while my old account 32Red is in dollars.

But My negative points are feel bad for affiliate who referred me in first place.

I will lose my "Good" loyalty status so prob no nice christmas gift from Pat. Or other extras I have been used to as loyal player here since they opened up.

Also All wagered in slots and build up achievements will be gone. I have gone millions of spins on Battlestar Galatica and close to reach highest rank there. Can I be 100% sure that I don't loses any advantage closing all this? I think I have dozen other slots I have build something up which I forgot about. Maybe someone knows a list of all Microgaming slots which has achievements or something where you build up features like Laura Croft Tomb Raider etc?

I really find it silly that a Casino can't just change currency without players has to close their account and open a new one. (as I did think about changing to £ in past).

PaaskeDKnowUK said:

I really wanna try that offer with my merged GoWild account. Also this is in pounds while my old account 32Red is in dollars.

But My negative points are feel bad for affiliate who referred me in first place.

I will lose my "Good" loyalty status so prob no nice christmas gift from Pat. Or other extras I have been used to as loyal player here since they opened up.

Also All wagered in slots and build up achievements will be gone. I have gone millions of spins on Battlestar Galatica and close to reach highest rank there. Can I be 100% sure that I don't loses any advantage closing all this? I think I have dozen other slots I have build something up which I forgot about. Maybe someone knows a list of all Microgaming slots which has achievements or something where you build up features like Laura Croft Tomb Raider etc?

I really find it silly that a Casino can't just change currency without players has to close their account and open a new one. (as I did think about changing to £ in past).

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I do not no the score but there shold be no reasson why acount in dif curance, I not a clue how it works, but if you see my ohter bit I did ask aboutr points and nothing back, What I do no I took bouns ank gone as quick as I deposit,

Also 32 red have got clued up, they no what there on to, ulike alot of ofers

The initial statement was that players could keep BOTH accounts, and would ONLY be told to choose one and close the other if 32Red thought there was "bonus abuse". Now it seems the view has shifted, and that it's choose one and close the other regardless. This is bound to disadvantage one affiliate, but most players will have no idea about this.

Players who have been with 32Red for a long while will probably keep their original account and close the GoWild one (this would be my option). I haven't deposited at GoWild for some while, so the affiliate that referred me hasn't really lost out. The affiliate that referred me to 32Red probably wishes I would keep the GoWild account because I keep knocking back his overall commission with every fruity I empty