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32 red - annoyed

Discussion in 'Casino Complaints - Bonus Issues' started by steveh35, Jun 4, 2011.

    Jun 4, 2011
  1. steveh35

    steveh35 Senior Member

    Occupation:
    ..
    Location:
    doncaster
    I didn't read the T&C's properly my fault but I am not happy at all with the way I was treated by 32 red today here is the conversation. please note the highlighted
    --------------------------------------------------------------------------------
    You are now chatting with Teresa
    --------------------------------------------------------------------------------

    Teresa: Hi, Welcome to the casino, how can I help?
    Me: can i claim my bonus please
    Teresa: ok, Steve, please hold.
    Teresa: and I will check that for you.
    Teresa: Did you have an invitational e-mail from us about this?
    Me: no its from your homew page
    Me: 100% bonus premier league thingy
    Teresa: Ok, the bonuses are by invitation only and unfortunately you are not on the list for this one, sorry :-(
    Me: but its on your homepage
    Me: depsoit 32 get 32 free
    Me: Premier League Celebrations BonusThe Swans have made it to the Premier League following their fantastic result in the play-off final and we're celebrating by giving you a 100% bonus.

    Simply deposit 32 chips or more between 31st May and 7th June and we'll give you 32 free chips, read on to find out more.

    Club Rouge member? Click here for a bigger bonus!.


    Teresa: Yes, but it is not available unless you have been invited.
    Me: where does it say that
    Me: i have copied all the message
    Me: please refund the 32 ponds back to my card please
    Teresa: In the terms and conditions
    Me: you shouldn't advertise it on your homepage if its by invitation what is the point in that
    Me: that is taking the piss to be frank
    Me: no offence to you
    Me: i know you dont make the rules
    Teresa: Sorry, i understand that you must be upset, but there is bonus I can add for you right now, Steve. :-(
    Me: and that would be?
    Me: please pass onto the promotions team and ask why they advertise something people cannot take part in
    Me: it just upsets people and causes grief for you when you dont have any control ovcer it
    Teresa: I will let them know for you, Steven.
    Me: thanks sorry to you
    Teresa: its fine, have a good day!
    Me: what bonus are u giving me
    Teresa: I cannot add anything for you.
    Me: you said there is a bonus i can add for you?
    Teresa: Sorry, I missed out the word 'no', Steven

    Me: *SIGHS" Please refund my £32 please
    Teresa: I cannot do it for you, Steven, you will need to make a withdrawal through the banking page.

    Me: this is ridiculous
     
  2. Jun 4, 2011
  3. spin2win

    spin2win Dormant account

    Occupation:
    Teacher
    Location:
    Germany
    Well, maybe not the best support ever because of that confusing sentence missing the "no" etc, but as you said
    It's clearly in the terms and conditions. And it was just 32 chips, so this should not be a very big deal (hopefully)
     
    3 people like this.
  4. Jun 4, 2011
  5. refre

    refre Senior lurker PABnonaccred PABnoaccred

    Occupation:
    Professional slot player
    Location:
    .
    Hi there, I think Teresa handled it quite well. Sure, she made a typo in the worst possible place, but it was an honest mistake :)

    As far as the bonus goes, the first line of the terms read
    But thats just rubbing it in I know ;)

    Even at 32Red I always read the terms (even though they hardly ever change).

    Maybe you'll hit a good win early on, then you won't have to deal with WRs ;)


    Freddy
     
    1 person likes this.
  6. Jun 4, 2011
  7. steveh35

    steveh35 Senior Member

    Occupation:
    ..
    Location:
    doncaster
    What is the point in advertising a bonus on your home page you cannot take part in and I don't see why she couldn't refund my money back via a flush to go elsewhere it's not the first time I have disliked 32 red I don't get why they are so popular on here.

    It's like Tesco sticking a poster on the shop window saying look at all these Lovely tv's you can buy one but only if we sent you an email it would be pointless them wasting time advertising it if no one can buy them.
     
  8. Jun 4, 2011
  9. refre

    refre Senior lurker PABnonaccred PABnoaccred

    Occupation:
    Professional slot player
    Location:
    .
    Many casinos advertise bonuses on their site, which are only made available to certain players, or after certain requirements have been met (cash back and such).

    As far as your refund goes, it will take you a min or two to make the withdrawal yourself. I'm sure they'll be happy to flush it for you.
    Probably, the only ones having access to your actual casino banking page, is management and the payments team.

    Freddy
     
  10. Jun 4, 2011
  11. Gremmyboy

    Gremmyboy Dormant account

    Occupation:
    Administration
    Location:
    Australia
    From their promo page.....Clearly stated....

    [​IMG]

    Took me 10 seconds to find it. :)

    Not being rude, just pointing out how easily the terms were found. :thumbsup:

    Cheers
    Gremmy








    .
     
    Last edited: Jun 4, 2011
  12. Jun 4, 2011
  13. steveh35

    steveh35 Senior Member

    Occupation:
    ..
    Location:
    doncaster
    I never said I didn't know how to find the terms and conditions
     
  14. Jun 4, 2011
  15. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    IMO you were incredibly rude e.g "taking the piss". Completely unnecessary.


    YOU didn't read the terms before you deposited so YOU are in the wrong and YOU have to suffer the consequences.

    End of story.
     
  16. Jun 4, 2011
  17. Gremmyboy

    Gremmyboy Dormant account

    Occupation:
    Administration
    Location:
    Australia
    Hate to state the obvious but why didn't you read them first before depositing? :)

    Just curious!
    It kinda comes across that you assumed you'd get the bonus and are now annoyed at 32red for your mistake.:rolleyes:

    I don't feel they are culpable for this at all!;)

    I Guess I'm saying that I don't see the point in your thread?:what:

    You are basically wanting sympathy because you thought you would get a bonus from 32Red and then didn't bother to research if the bonus was applicable to you and then come here and blame the casino for not having it clearly stated that it wasn't available to you, even though they actually did state it clearly?:confused:

    I can only surmise(respectfully of course) that you are hoping the rep will credit it for you because it is now out in the open that they wronged you in some way(even though they haven't)!:confused:

    Cheers
    Gremmy
     
    2 people like this.
  18. Jun 4, 2011
  19. PNEFOREVER2

    PNEFOREVER2 Senior Member MM

    Occupation:
    Parcel Sorter.
    Location:
    Preston,lancs
    +1

    Whenever speaking to customer support people I always speak to them as I would like to be spoken to-it works both ways.

    Common courtesy.
     
    2 people like this.
  20. Jun 4, 2011
  21. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    I don't think its such a biggie to begin with. Granted that you felt 'mislead' because you didn't read the T&C's for the Bonus, I also believe that it should be on the main page where the bonus is advertised.

    I would PM the Rep (Mark_32Red or Path) and they would more than likely resolve this in a jiffy for you. 32Red are well known to be reputable and their sole intention would not be to annoy their customers. Their managers are very considerate and I would point this out as a potential issue for newer customers.

    Nate
     
  22. Jun 4, 2011
  23. Repro

    Repro Dormant account PABnononaccred PABnonaccred

    Occupation:
    Financial
    Location:
    Netherlands
    If you've played at 32RED for a while you would KNOW most bonusses are "invitation only". Of course if it's written in the T&C it makes it even easier :D

    I only respond to offers that have been emailed to me by them.

    Withdrawals are processed very fast, so i wouldn't have been THAT hard to find the cashier :rolleyes:
     
  24. Jun 4, 2011
  25. steveh35

    steveh35 Senior Member

    Occupation:
    ..
    Location:
    doncaster
    Ok thanks for your feedback. If a mod could now close the thread.

    If you read it correctly I Said it was taking the piss (ie the company) and not the rep personally I did not at any point say she was taking the piss please read before replying.
     
  26. Jun 4, 2011
  27. Gremmyboy

    Gremmyboy Dormant account

    Occupation:
    Administration
    Location:
    Australia
    Just so you know....I wasn't being rude or snarky!:thumbsup:

    Was genuinely trying to figure what the problem was. :)

    I agree that it could have been clearer(I had to click on the terms and conditions' button to see that it was invitation only.

    I too did not know that most of their bonuses were invitation only.

    It would be better if it was stated clearly next to the offer, or even better in the title...eg '100% match bonus, *invitation only.'

    Out of curiosity for any one that knows....
    1) can you contact CS and ask for an invitation to a bonus offer?
    2) What are the criteria to be offered an invitation?(Is it based on amount of deposits, win vs loss status, etc...?)

    Cheers
    Gremmy
     
  28. Jun 4, 2011
  29. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    I know exactly what you were saying. I was referring to the phrase itself - its totally inappropriate when dealing with customer service, but I'm sure you knew that.

    You're even being obnoxious to other members just because they don't agree. If you don't want opinions don't post.

    Oh, and I suppose you contacted the rep here and waited for a reply. Yeah right. Why do that when you can make a scene?

    FYI it isn't up to you whether the thread is closed.
     
  30. Jun 4, 2011
  31. Jbedde73

    Jbedde73 Dormant account

    Occupation:
    Entrepeneur
    Location:
    Belgium
    Actually, I had the same problem. Didn't know those bonusses were on 'invitation only'. But hell, luckily it's just '32 credits'. But if you have read your emails correctly. When you first registered at 32RED, they should've sent you an email about 'congratulations'...blablabla... and in that mail it states, that they have monthly 100% bonusses. And in that email, they clearly state, that those bonusses are on 'invitation only'...

    Anyway, luckily you only deposited 32, so don't get too pissed off :)
     
  32. Jun 4, 2011
  33. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    All the bonuses are by invitation, so if you haven't got the email, but think you should qualify, best check first with CS that you are on the list.

    New players start out by being on the list, but this gets reviewed after a while, and if you ONLY play when there is a 100% bonus, for example, you will be dropped from the list, and receive no further offers by email.

    Some casinos now use personalised lobbies to display to players only those offers they are entitled to. Rival does this, and RTG has now shifted to doing this. A few Microgaming casinos now have personalised lobby pages that display specific promotions to specific players, and if you are not on the list, you just won't see them.

    The problem with website advertising is that EVERYONE can see the advert, whether it is for them or not, and if they don't read the rules, can end up trying to take an offer that they are not allowed to.

    You can appeal the decision by sending an email to higher management, Pat Harrison for example, or even Mark here on the forum.

    The most likely reason for not getting invited is playing ONLY with the 100% matches, and not at any other time.

    For Casinomeister members, there is the Slotsmeister, and some unbonused deposits can be made & played towards the score, and may even result in a prize of up to 250 bonus credits at the end of the month.

    The criteria is not exact, but it involves showing loyalty beyond once a month when 100% is on offer.

    If you want your £32 back, withdraw, and you will get it.
    CS don't have the access to do this for you, so the quickest way would be to log back in and withdraw. However, if you play with that £32, this may make it more likely that you will be able to get back on the invite list.
     
  34. Jun 22, 2011
  35. ShayDrew

    ShayDrew Quit Gambling

    Occupation:
    Manager
    Location:
    New Zealand
    I had the same problem recently where I deposited - claimed the bonus and was not "on the list" as that one was for UK players only. I have found with ALL bonus's now it is easier just to chat to CS first, and confirm you are eligable and then deposit away - as I was annoyed at the time too - BUT on that occasion the CSR was able to give me a small bonus anyway (Perhaps because I was polite and courteous when querying?)
     
  36. Jun 22, 2011
  37. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    This is true. If you are not on the list, you can appeal, and present your case for being on the list. This can work if there is evidence that was not considered when the list was last reviewed.

    For example, you may have only recently deposited and played outside of the bonus offers, perhaps for a MPV tournament or a wagering promotion and found yourself not invited the following month because the list was drawn up before your recent activity.

    There is a welcome bonus that is "UK only", but there is another that is open for all. New players start out by being "on the list", however accounts are reviewed on a regular basis, and if deposits are ONLY made when there is a bonus available, the account risks being dropped from the invite list during the review.

    Unlike Casino Rewards, you will be able to find out why you were dropped from the list, and what would need to change in order to be reinstated.

    Winning loads at 32Red does NOT in itself get you dropped from the invite list.
     

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