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32 red freegame options gone/horrible support

Discussion in 'Casino Complaints - Non-Bonus Issues' started by falloutboy, Oct 19, 2015.

    Oct 19, 2015
  1. falloutboy

    falloutboy Dormant account

    Occupation:
    bmw
    Location:
    austria
    Hi all,

    all my achievments and free spins options at immortal romance have disapeared and 32 red is not willing to do a damn thing about, forget about compenstating me for it

    You have to read the mails, from bottom to top, sorry for my english

    Hi there xxxxx,

    Thanks for contacting 32Red.

    If you would like to see how your spins played out you can view this in the playcheck facility of your account J

    If you require anything else please do not hesitate to contact us and I look forward to hearing from you again soon.

    Kind Regards,

    Stephen
    Player Experience Team

    32Red





    From: xxxxxx]
    Sent: 17 October 2015 20:20
    To: This email is not visible to you.
    Subject: RE: Paytable and Achivments gone/Immortal Romance




    For the last time, my paytable achivments from the flash casino, as well as the already unlocked freespin options have disapearred, i can no longer play sarah free games for example, and i could play them in the past, since i got free spins more than 20 times




    From: This email is not visible to you.
    To: xxxxx.com
    Subject: RE: Paytable and Achivments gone/Immortal Romance
    Date: Wed, 14 Oct 2015 17:31:56 +0000


    Hi xxxxx,



    The Paytable Achievements feature enables you to track your winnings status by highlighting symbol combinations that you have won.



    Once you have won all combinations for a particular symbol, you are informed of this achievement, and the symbol is highlighted on the payout table.



    Achievements are logged during the regular slot game and the Wild Desire bonus game.



    Achievements are permanently highlighted on the payout table, even after you exit the game.



    I will note that this has to be the exact same format of the casino that you previously entered from.



    Looking into your account, I can see you player the Immortal Romance game on- Immortal Romance (Flash Client - Flash - Feature Slot - Immortal Romance) so click- You must register/login in order to see the link. then select the quick casino and load the game. Any progress made so far will only show here and as previously mentioned, we cannot change, amend or move these figures/achievements.



    Below is an example of the pay table which is almost completed showing the difference between the types of win.







    I hope this helps.




    Kind Regards,

    Phil

    Player Experience Team Supervisor

    32Red





    From: xxxxx
    Sent: 14 October 2015 17:36
    To: This email is not visible to you.
    Subject: RE: Paytable and Achivments gone/Immortal Romance




    Hi, all my free game optinos on the immortal romance paytable are still missing




    From: This email is not visible to you.
    To: This email is not visible to you.
    Subject: RE: Paytable and Achivments gone/Immortal Romance
    Date: Tue, 6 Oct 2015 16:31:12 +0000


    Hello there xxxx,



    Thank you for your email. Hope you are well.



    Upon reviewing your query, unfortunately we are unable to reinstall the free games and achievements you may have accrued during gameplay of Immortal Romance. Your achievements and free games should still show on the original platform that you were using to access the game previously. We are unable to transfer these across for you, or reinstall them, sorry for any disappointment there.



    Any further queries do not hesitate to contact us.




    Kind Regards,



    Anna

    Player Experience Team

    32Red





    From: [mailto:xxxxxxx@outlook.com]
    Sent: 06 October 2015 15:29
    To: This email is not visible to you.
    Subject: Paytable and Achivments gone/Immortal Romance




    Could you reinstall the free game options and achivments or at least compensate me for the their loss?
     
  2. Oct 19, 2015
  3. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    This 'loss of achievements' happened at a lot of casinos a while back (mostly during migrations of UK players accounts to 'alternative' casinos)

    It is unfortunately a 'Microgaming thing' and not a 32 Red thing and as a regular player myself at 32 I feel for you it is frustrating but is out of their control.

    I cannot for a second believe that their support is 'horrible' as you mention they are always spot on with me and many others as I read on here and will bend over backwards to help in situations which can be resolved. Is it because you didn't get what you wanted straightaway??

    What does slightly surprise me in that a small compensation was not offered, realising that they are under no obligation I was compensated at much 'shoddier' joints when it happened to me.

    Are you a regular depositor, is your bonus ratio really high (ie do you only deposit on 100% and 50% days??)

    I would suggest a really polite e-mail to their manager/pit boss and ask again if a small comp can be added, not via live chat.

    Be prepared for a 'no' just on case tho as I mentioned it is not their fault it in down to Microgaming.
     
    1 person likes this.
  4. Oct 19, 2015
  5. falloutboy

    falloutboy Dormant account

    Occupation:
    bmw
    Location:
    austria


    Their Rep here just got back to me, if he cant help, i will post the chat i just had with "Dave", lets see how you feel about their support then

    If they just take away my achivments and options i will just delete my account, its not like immortal romance is hard to find and 32 is the beez kneez any longer

    Btw a small comp would still be a slap in the face, 100 Euros or some crap wont give me back my Sarah Games
     
    1 person likes this.
  6. Oct 19, 2015
  7. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
  8. Oct 19, 2015
  9. falloutboy

    falloutboy Dormant account

    Occupation:
    bmw
    Location:
    austria
    I play @ mrgreen as well, nothing was touched there, as far as i am concerned, this this 32 red fault and thats why all of their support team goes into "forrest Gump" mode and they act like they have never seen a slot in hopes of sitting this out
     
  10. Oct 19, 2015
  11. Mark_32Red

    Mark_32Red Affiliate Manager for Accredited Casinos

    Occupation:
    Head of Marketing
    Location:
    32Red Marketing Dpt
    Hi Falloutboy,

    Thanks for the PM. Did you say there was another rep also looking? Who did you PM? I am more than happy to investigate if you PM your username.

    As others have said, this is usually an MG thing, but I haven't heard of this happening before. Let's not Fall Out over this, I'll see what can be done. :)

    Mark
     
    1 person likes this.
  12. Oct 19, 2015
  13. falloutboy

    falloutboy Dormant account

    Occupation:
    bmw
    Location:
    austria
    i`ve send you a PM Mark, thanks
     
  14. Oct 19, 2015
  15. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    hold your horses :eek: this kind of language will certainly not help your cause. We all have from time to time our arguments with casinos but keeping the words civilized has always been the best option. :D :thumbsup:
     
    2 people like this.
  16. Oct 19, 2015
  17. falloutboy

    falloutboy Dormant account

    Occupation:
    bmw
    Location:
    austria
    Its not like i am waiting on a huge withdrawl, they have done me wrong, not vise versa, i dont see any problem with my choice of expression;)
     
  18. Oct 19, 2015
  19. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    You will not change my opinion, I've been playing there and using their support now and then for a VERY long time, NEVER any problems, EVER!

    I tried to help and you come across as very rude and ungrateful, I don't usually retaliate but you've caught me on a stressful day!!

    Pretend I never replied at all and best of luck with your problem, with such a negative attitude your going to need it!
     
    2 people like this.
  20. Oct 19, 2015
  21. falloutboy

    falloutboy Dormant account

    Occupation:
    bmw
    Location:
    austria
    Wow, i did not mean to insult you, thread can be closed it was technical error, if you guys have problems at 32red contact marc or Steve and not their regular support
     
  22. Oct 19, 2015
  23. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    You did have an attitude and maybe you should be a little more careful with your language in here.

    Their regular support are great. Maybe you didn't explain clearly what your problem was. You can't expect them to know every single thing about every game they have.
    An apology to them would be nice to hear about instead.
     
    2 people like this.
  24. Oct 19, 2015
  25. falloutboy

    falloutboy Dormant account

    Occupation:
    bmw
    Location:
    austria
    Well, the mails i wrote them are in here^^ May be its the language Barriere, but their support is not great, at least not in my experience, i you have a different history with their support cool
     
  26. Oct 23, 2015
  27. hhhelllo

    hhhelllo Senior Member

    Occupation:
    Modern age slavery
    Location:
    canada
    Your problem was solved quickly by the rep... You were told to be polite but still.. You talk like a little kid... Why this attitude? Not a good idea if you want help here in the future :)
     

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