32 Red - Not listening to players anymore

Flyer187

Senior Member
PABnoaccred
Joined
Sep 13, 2005
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.
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
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 ;)
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
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:
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
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:

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
 

Flyer187

Senior Member
PABnoaccred
Joined
Sep 13, 2005
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).
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
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


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:
 
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Jhonson90

Full Member
MM
Joined
Apr 25, 2015
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.
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
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.
 

Flyer187

Senior Member
PABnoaccred
Joined
Sep 13, 2005
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.
 

Jhonson90

Full Member
MM
Joined
Apr 25, 2015
Location
Eurozone
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.

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.
 

Flyer187

Senior Member
PABnoaccred
Joined
Sep 13, 2005
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?
 

Flyer187

Senior Member
PABnoaccred
Joined
Sep 13, 2005
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.
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
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.

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.
 

Flyer187

Senior Member
PABnoaccred
Joined
Sep 13, 2005
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.
 

gagamel

Professional smurf hunter
Joined
Apr 4, 2012
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.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
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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.
 

Jhonson90

Full Member
MM
Joined
Apr 25, 2015
Location
Eurozone
If the thread there are no unnecessary comments that have nothing to do with the subject of discussion and if you keep
a civil tone and educated certainly is a thread useful, but if there are sarcastic comments or disrespectful between users or
to Mark then it is certainly a useless thread.
Cheers.
 

Nate

Paleo Meister (means really, really old)
webmeister
CAG
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Feb 14, 2007
Location
Cyberspace
The thing is these threads will pop up continuously. The OP is just stating his experience with the brand. I don't see anything repetitive as this is HIS personal experience. Sometimes it's important to hear the views of others. There may be 20 echoed sentiments from previous threads, but that's what this forum is about. We the membership scrutinize every detail, report to others our OWN experiences and in the end make it a better place online for each other.

I could quote multiple threads where complaints have lead to changes - for the better. We fight not for ourselves but the online community at large. I think i could not have said anything better - Dunover pretty much summed up everything.

Nate
 

deepsky2

One more spin
Joined
Mar 1, 2011
Location
toronto ontario canada
Ok another 32red thread well I think its great we can voice our concerns and opinions good or bad.

32Red had slammed there doors on many of there loyal players and have done no positive changes for 2 years. I too have deleted my accounts, did not close them in hoping they make some positive changes in the future.

32Red became very successful because we the players made them that way and thats what they have forgot, now its just $$$$$

I must say and if any others feel same please say so that in 32Red reviews say (32Red has surpassed everyones expectations year after year)
Really? sorry Casinomeister I personally feel this is no longer true and to say everyone is a bit misleading. I think this is misleading for new players.

Not bashing them just saying that I do not think they deserve this quote as I think then you should say Videoslots has surpassed every ones expectations the last year as they fully deserve praise for there outstanding in way of doing things. Just saying!!
 
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Deeplay

New World Order
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The biG Eu
Ok another 32red thread well I think its great we can voice our concerns and opinions good or bad.

32Red had slammed there doors on many of there loyal players and have done no positive changes for 2 years. I too have deleted my accounts, did not close them in hoping they make some positive changes in the future.

32Red became very successful because we the players made them that way and thats what they have forgot, now its just $$$$$

I must say and if any others feel same please say so that in 32Red reviews say (32Red has surpassed everyones expectations year after year)
Really? sorry Casinomeister I personally feel this is no longer true and to say everyone is a bit misleading. I think this is misleading for new player.

Not bashing them just saying that I do not think they deserve this quote as I think then you should say Videoslots has surpassed every ones expectations the last year as they fully deserve praise for there outstanding in way of doing things. Just saying!!

A few years back forums such as this would hold sway but not more. They (as someone else pointed out on the monster RG thread) have outgrown the need to take in feedback from places such as this. They do not need validation from the community. Just look at the huge amount of sponsorship they are doing in the UK alone. Football TV adverts god knows what else. They are going the way as the Big Bookmakers already have. Where the voice of the solo player or even a community will have almost zero if any effect.

That probably alas is just the way corporate entities go and grow. And what many are reeling from is the cozy "family" feeling they used to get from 32red. Well those days are truly gone! Others have moved in and as we all know are doing things at an incredible rate - through innovation and thinking out of the box. Sure they have won countless Casinomeister awards and even though its still a long way to the next ones I would find it hard at this moment to see any justification or reason to award further. Unless a major turn around comes from them which I don't see.

My account is now dormant and will remain so. I don't miss them the way they are. But do love playing at VideoSlots - Casumo to name but a few.
 
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