1. By continuing to use the site, you agree to the use of cookies .This website or its third-party tools use cookies, which are necessary to its functioning and required to achieve the purposes illustrated in the cookie policy.Find out more.
    Dismiss Notice
  2. Follow Casinomeister on Twitter | Facebook | YouTube | Casinomeister.us US Residents Click here! |  Svenska Svenska | 
Dismiss Notice
REGISTER NOW!! Why? Because you can't do diddly squat without having been registered!

At the moment you have limited access to view most discussions: you can't make contact with thousands of fellow players, affiliates, casino reps, and all sorts of other riff-raff.

Registration is fast, simple and absolutely free so please, join Casinomeister here!

32 Red - Not listening to players anymore

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Flyer187, Apr 5, 2016.

    Apr 5, 2016
  1. Flyer187

    Flyer187 Senior Member PABnoaccred

    Location:
    England, UK
    Hi All,

    I've been following the various threads about 32 Red on Casinomeister over recent months in relation to the various issues experienced by players. I have found myself with quite a number of issues that I've raised via live chat with their customer support teams.

    I've been a customer at 32 Red for around 10 years, have held Club Rouge status during this time.

    I raised around half a dozen specific issues around loyalty level and bonuses, deposits and withdrawals, and non-response to emails / messages by their representatives.

    In response, I've received generic responses via email and over the phone that provided no information at all in relation to the issues raised - almost as though the issues I've raised don't matter or they haven't even bothered to look at them.

    I personally believe that there has been a marked reduction in the quality of the customer service provided by 32 Red in recent years, where in the past you were treated as a customer they made a conscious effort to engage with, rather than a user ID more recently.

    If they aren't bothered with addressing the issues I've raised, why should I continue to play at 32 Red? (seems simple really)

    I've closed my account with them effective from today.
     
    4 people like this.
  2. Apr 5, 2016
  3. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Your choice I suppose!

    Fed up of 32 Red threads to be honest but I will make a brief post.

    When playing at any casino (not just 32) I ask myself a few questions...

    1) Do I enjoy the selection of games available, have they got my favourites?

    2) Do they offer me (as a low roller) a little top up on my deposit to extend my play time should my luck not be in at the start of the session?

    3) If I managed a withdrawal, will I get to see my cash (and can I sleep that night 'worry free')

    3 'Yes's' at 32 Red without breaking a sweat!

    In closing I appreciate there have been threads/posts about Customer service not being as good as it used to be etc, however in 10 years of membership (and hence many, many visits to live chat) I cannot recall one negative experience!

    I appreciate members know I have a bias towards this casino group and there lies no problem there whatsoever but the bones of the matter are this post is 100% accurate and true :)

    Again referring to casinos in general, as long as they keep me happy 90% of the time win or lose, they will keep me as a player!

    Edit: Closing accounts due to 'mad moments' will have a knock on effect, more so for UK players, watch this space on that one ;)
     
    3 people like this.
  4. Apr 5, 2016
  5. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Unfortunately, we have become accustomed to their generic answers in emails (aka: "Customer satisfaction is our highest priority") and here on CM. Just have to read the statement we received last week regarding their latest RG changes. :eek:

    They are still a reliable and good MG casino but nowhere near the pinnacle they have been years ago, sadly. :oops:

    I have also closed my account with them after 4 years of playing intensively there. :oops:
     
    3 people like this.
  6. Apr 5, 2016
  7. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Fair post Harry :D

    Guess I am just way too loyal and need to sit on my hands when I see these threads pop up :p
     
    2 people like this.
  8. Apr 5, 2016
  9. Flyer187

    Flyer187 Senior Member PABnoaccred

    Location:
    England, UK
    Hi Jon,

    This certainly isn't a thread attempting to jump on any bandwagon - as I've mentioned these are my experiences with 32 Red over the course of being a customer for 10 years too.

    I 100% agree the choice of games has always been excellent, but there have certainly been marked negative changes in my view to their approach to player loyalty, withdrawals, and customer service in recent times.

    I'm also one of those players where I do build up a brand loyalty, and if I feel I'm getting decent shake they'll have a regular customer (as they have in my case for 10 years). My experiences with senior management at 32 Red have historically always been top notch.

    It's the material changes they've made over a period of time that have led to me closing the account, rather than any one bad session or as a snap reaction (this is very much in relation to the accumulation of issues).
     
    4 people like this.
  10. Apr 5, 2016
  11. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony

    Freedom of speech mate..... and i fully respect your opinion but i also understand the OP (he's been with 32RED for 10 years, so not some moaning newbie). After all happiness is a very subjective matter. ;)

    I was just as happy with them from the moment i registered the first account in Feb 2011. For the next 3 years i did not open any other casino account other then with the 32RED sister brands. And you know my deposit level, hence i certainly wouldn't stay if i am not happy.

    However, it started in 2014 to go downhill. There is actually a mention in their 2013 yearly report stating that "the focus will be shifted from retention in Q1 to customer acquisition in Q2". And it was then when the flushing was stopped and then every few months another thing fell of the table.

    It got that far that i registered end of 2014 my first new casino account, was with Guts. I would have never thought of doing that if they would not have changed so many things and all disfavoring the player. :mad:

    What really got me slamming the door was the downgrading from the top loyalty tiers on 3 casinos without any warning whatsoever. To me that was totally disrespectful and without any thought for the player, yet whatever one said they did not take anything on board. In contrary, they quietly carried on. :eek:
     
    Last edited: Apr 5, 2016
    5 people like this.
  12. Apr 5, 2016
  13. Flyer187

    Flyer187 Senior Member PABnoaccred

    Location:
    England, UK
    100% agree Harry - once the feedback falls on deaf ears it puts you to a decision (and a well considered one in my case).
     
    1 person likes this.
  14. Apr 5, 2016
  15. Jhonson90

    Jhonson90 Experienced Member MM

    Occupation:
    ppppp
    Location:
    Eurozone
    I believe that competition with the passing of the years has become fiercer, it is true that we have benefited from the presence of the reps as we have direct contact with them, though, in my opinion, is also an advantage for them because our criticisms are almost always constructive and therefore, if you listen, also help them to maintain a casino at the highest levels.
    I summarize the 6 points (reported several times), where, according to me, 32Red could make progress:

    1) The timing of the withdrawals - 36 hours on average are objectively much when compared to 6 hours within which many casinos pay.
    2) No cash-out the weekend - many casinos also pay the weekend
    3) The race are clearly unbalanced because the points are calculated based
    on ammount of bets and not on the spin, so they always win the same users
    4) A VIP / Bonus program beneath casino with the highest rating, especially for
    users who deposit more during the month (problem admitted by
    Mark)
    5) A software, the viper, who often had no compatibility problems (also reported this several times), and frequent disconnections also by the recently web platform.
    6) Section RG, is now added, quite confusing.

    Obviously these needs were born from the comparison with casino in the meantime they have improved
    and it is normal that the user who plays on 32Red would like to see that something extra which currently have different
    casino and 32Red certainly would benefit.
    I'm always up for a constructive relationship between users and reps.
    Cheers.
     
    4 people like this.
  16. Apr 5, 2016
  17. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Very fair and valid points raised guys.

    As mentioned the moment I see anything negative about these guys, whether justified or not, it is like my fingers take over and I'm posting immediately to jump to their defence.

    I actually cannot argue that standards in certain areas have dropped off to a degree but as I think I mentioned in another thread I can be a bit selfish (for which I apologise again) if these changes have not personally affected me.

    The only one which did piss me off for a brief spell was the removal of manual flushing but I got over this quickly as I changed PMOP to Skrill which helped and I am also a very rare 'reverser'!

    Trouble is which does not help their case if the huge amount of competition about these days, they should be fighting tooth and nail to regain the crown they proudly held for such a long time.
     
    3 people like this.
  18. Apr 5, 2016
  19. Flyer187

    Flyer187 Senior Member PABnoaccred

    Location:
    England, UK
    Hi Jhonson,

    100% agree with the comments on withdrawals, software, promotions, and loyalty.

    It seems strange to me that 32 Red made a conscious decision to do less of what made them stand out from the crowd in terms of customer engagement - the relationships that existed historically with the casino and the customer just don't appear to be there anymore.
     
    2 people like this.
  20. Apr 5, 2016
  21. Jhonson90

    Jhonson90 Experienced Member MM

    Occupation:
    ppppp
    Location:
    Eurozone
    Hi Flyer , I think we users can be of help when we criticize (always with education and respect) , sometimes I see that our criticisms are instead viewed
    with hostility and is not a correct attitude because our purpose is not to scuttle a casino, we are here to highlight the problems
    but we are here also to give our contribution so that a casino always reaches a higher level.
    Cheers.
     
    2 people like this.
  22. Apr 5, 2016
  23. Flyer187

    Flyer187 Senior Member PABnoaccred

    Location:
    England, UK
    Totally agree Jhonson - it baffles me that when someone like me has been loyal to the brand for many years that they disregard / ignore / choose not to even acknowledge what should be constructive feedback for them.

    As I mentioned earlier - if they aren't listening anymore, why should I play there?
     
  24. Apr 5, 2016
  25. loren

    loren Experienced Member

    Occupation:
    wild crafter/but I'm almoust good enough a video p
    Location:
    vancouver island
    Yawn!

    double Yawn!
     
  26. Apr 5, 2016
  27. Flyer187

    Flyer187 Senior Member PABnoaccred

    Location:
    England, UK
    Thanks for your insightful contribution loren - maybe 32 Red will take it on board.
     
  28. Apr 5, 2016
  29. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Oh good soon another 30 page thread repeating everything that gets posted weekly for years.
     
    1 person likes this.
  30. Apr 5, 2016
  31. Flyer187

    Flyer187 Senior Member PABnoaccred

    Location:
    England, UK
    Paul - the other option would be to say nothing and fingers crossed that things improve or change (which ain't gonna happen).

    I've made a choice to highlight my experiences, hopefully others will continue to do the same until they listen.
     
    4 people like this.
  32. Apr 5, 2016
  33. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    I agree its a good idea to give your opinions.

    Unfortunately if the last 30 or so threads about 32RED are anything to go by it will soon just end up the same way yet again just like the most recent one last week about TAB or SE.
     
    4 people like this.
  34. Apr 5, 2016
  35. Flyer187

    Flyer187 Senior Member PABnoaccred

    Location:
    England, UK
    This thread is only to highlight my own experiences with 32 Red.

    If it adds anything to wider awareness re player feedback that's great.
     
  36. Apr 5, 2016
  37. gagamel

    gagamel Professional smurf hunter MM

    Occupation:
    Care Manager
    Location:
    Switzerland
    My story:

    Played online for years and never heard anything about 32red. Then as a CM member I created an account. They were my No. 1 MG casino for years.

    But in the last years I found some better casinos with MG software and faster payouts. No reason to play 32red anymore.

    There are very good casinos with all my favorite softwares in one casino without downloading and without endless waiting for my withdrawal.

    The only downloading software I play now is the Refilliates Group (RIVAL).

    32red had a lot of good years but now there are other players on the court who made their homework and are better than the Casino Of The Decade.
     
  38. Apr 5, 2016
  39. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Nothing to add really as we've been through all this already. I too closed my accounts at the group for similar reasons, although the appalling lack of deference to RG tipped the balance for me. The last straw.

    I look at it the other way now - why WOULD I play there?

    Games? No, get 'em at most multiplatforms.
    Cash-outs? Hahahaha...
    VIP/Club Rouge? Apparently not.
    CS? Apparently gone downhill from what I read.
    Bonuses? Get 'em daily elsewhere if you like them.
    Tournaments/races the little player can win? Hohohoho...
    Loyalty points? A quid of bonus playable 35x for a grand's worth of play? Outstanding.
    Honest? Yes, but so are the rest I play at.
    Develop the business incorporating player feedback, like say Videoslots? LMAO

    OK, I've chipped in, said my bit and that's it. It seems many have acted in the same way as me, which vindicates my choice to leave. However, I respect those who choose to remain equally.

    Whilst agreeing with the OP, I also agree we don't need another tortuous thread like the SE one. My contribution therefore will be to make this one my last.
     
    7 people like this.

Share This Page