32 Red - Not listening to players anymore

[Flyer187]

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]

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]

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.

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

I have also closed my account with them after 4 years of playing intensively there.

 

[Jono777]

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.

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

I have also closed my account with them after 4 years of playing intensively there.

Fair post Harry

Guess I am just way too loyal and need to sit on my hands when I see these threads pop up

 

[Flyer187]

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]

Fair post Harry

Guess I am just way too loyal and need to sit on my hands when I see these threads pop up

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.

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.

 

[Flyer187]

100% agree Harry - once the feedback falls on deaf ears it puts you to a decision (and a well considered one in my case).

 

[Jhonson90]

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]

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]

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]

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]

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?

 

[loren]

Yawn!

double Yawn!

 

[Flyer187]

Thanks for your insightful contribution loren - maybe 32 Red will take it on board.

 

[paul7388]

Oh good soon another 30 page thread repeating everything that gets posted weekly for years.

 

[Flyer187]

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]

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]

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]

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]

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]

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]

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]

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!!

 

[hedgehok]

@Flyer187

I like your though-out and well formulated posts. You should be more active here.

 

[Deeplay]

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.

 

[deepsky2]

I do some what agree that they don't need praise from us or all the bad PR on casinomeister will effect them in a neg way but for now.

Word of mouth is the best advertising for anyone and I can say I do not refer them anymore to my friends, all i refer is Videoslots, Guts and a few more. Right now it may not effect 32red but I do beleive in time they will start seeing a decline as there is way better outfits out there and if they don't keep up with today standards I think they will start to hurt then well see who comes knocking at our door.

32red pyhilosphy of players first as quoted in 32red reviews is a joke, maybe years ago, but to still quote this is a joke and couldn't be any further from the truth in the way things are now. I get better CS at Casino Rewards, now that says something!

 

[goatwack]

Awesome! I love 32Red threads!!

 

[Nicola]

I received some e-mail from 32Red tonight with a 100% offer. Considering my account is closed, I went to their web site to check my account was closed and could I find a phone number... could I heck!

I clicked on live chat at the bottom of the page and then it asked me to call a toll-free US number. Doesn't even belong to 32Red

 

[Flyer187]

Thanks Hedgehok - I only speak when there's something worth saying

 

[Mark_32Red (retired acct)]

I received some e-mail from 32Red tonight with a 100% offer. Considering my account is closed, I went to their web site to check my account was closed and could I find a phone number... could I heck!

I clicked on live chat at the bottom of the page and then it asked me to call a toll-free US number. Doesn't even belong to 32Red

Hi Nicola,

Please PM your username and I will check this out. It would be appreciated.

Mark

 

[Tirilej]

I received some e-mail from 32Red tonight with a 100% offer. Considering my account is closed, I went to their web site to check my account was closed and could I find a phone number... could I heck!

I clicked on live chat at the bottom of the page and then it asked me to call a toll-free US number. Doesn't even belong to 32Red

Yes unfortunately you'll still recieve offers if you close your account. You have to opt out from getting them.
That is only with a normal account closure, not when you SE. (Yes I think that is wrong to still send emails)
Send a pm to one of the reps here and I'm sure they fix it.

Edit: Of course Mark was faster than me

 

[petro]

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"

I recall a recent report stating that along with the focus on getting new customers they will attempt to make existing players yield more money for the casino. Maybe that is the relationship here?

 

[andyhinckley]

Went to deposit tonight.. halfway through depositing i had to rush away for a minute or two (cat mess lol)

Any way came back and software had logged me out.. and when i went to deposit i had reached my weekly limit..


so no 32red gaming this week. as i only will now play monday to thursday.

Phoned support up and they could do nothing to help me..

 

[Nicola]

Went to deposit tonight.. halfway through depositing i had to rush away for a minute or two (cat mess lol)

Any way came back and software had logged me out.. and when i went to deposit i had reached my weekly limit..


so no 32red gaming this week. as i only will now play monday to thursday.

Phoned support up and they could do nothing to help me..

Yeah that's a bummer when that happends. All part of the MG banking system and not 32Red's fault.

 

[simon1316]

Congrat's 32Red...

BY not responding after two hour to a TAB request... you have earned back a 15K withdrawal.
Everyting to delay.. and try to let you play all back..

Another one who joined the club of EX 32Red from now. 32Red is no more player friendly.. account closed and never going back.

And they also play with word now... i've asked earlier to TAB to another CS... she know i wanted my account locked.
Only after losing all back they tell me that if asked for SE.. my account should have been locked immediatly but for a TAB.. it's when they want to process it. But 32red know that on my first chat.. all i want is to have my account locked.
me: you can close my account..
me: lollll
me: that what i asked earlier..
me: but now..you do it instantly..
me: unbelievable..
Stuart: you didnt ask before to lock the account
Stuart: you have jyst asked now
me: a take a break.. = lock the account !!!!!!!!!
me: by taking a break...the account is locked no?

 

[Harry_BKK]

Congrat's 32Red...

BY not responding after two hour to a TAB request... you have earned back a 15K withdrawal.
Everyting to delay.. and try to let you play all back..

Another one who joined the club of EX 32Red from now. 32Red is no more player friendly.. accoun closed and never going back.

And they also play with word now... i've asked earlier to TAB to another CS... she know i wanted my account locked.

me: you can close my account..
me: lollll
me: that what i asked earlier..
me: but now..you do it instantly..
me: unbelievable..
Stuart: you didnt ask before to lock the account
Stuart: you have jyst asked now
me: a take a break.. = lock the account !!!!!!!!!
me: by taking a break...the account is locked no?

Pretty atrocious Simon

As i said in the TAB/SE thread, the changed procedure of having to send an email puts the casino in control, not the player. You are completely at their mercy as to when the account will be locked.

So much for Mark's statement that TAB/SE emails are put at the top of the queue in their message system. 2hrs of not responding to a TAB request is certainly not "top of the queue". Rather bottom.

 

[dionysus]

Congrat's 32Red...

BY not responding after two hour to a TAB request... you have earned back a 15K withdrawal.
Everyting to delay.. and try to let you play all back..

Another one who joined the club of EX 32Red from now. 32Red is no more player friendly.. account closed and never going back.

And they also play with word now... i've asked earlier to TAB to another CS... she know i wanted my account locked.
Only after losing all back they tell me that if asked for SE.. my account should have been locked immediatly but for a TAB.. it's when they want to process it. But 32red know that on my first chat.. all i want is to have my account locked.
me: you can close my account..
me: lollll
me: that what i asked earlier..
me: but now..you do it instantly..
me: unbelievable..
Stuart: you didnt ask before to lock the account
Stuart: you have jyst asked now
me: a take a break.. = lock the account !!!!!!!!!
me: by taking a break...the account is locked no?

News from the UKGC:

- they won't discuss the issue with me as i am not in the UK and hence not in their jurisdiction
- hence, i am out
- if somebody from the UK wants to take this to them, please do so.

Thanks to Max for re-opening the thread as i think RG is very important to a lot of players and it would be beneficial for all, players and 32RED alike, if the issue is finding an amicable closure

Unless I'm mistaken, there's an SE/TAB thread currently running is there not?
Would it not make sense to post there, and to others since it was ASKED for that thread be reopened to direct members' post there?


oh wait, here it is https://www.casinomeister.com/forums/threads/32red-downgrades-tab-se.72598/

 

[Harry_BKK]

Unless I'm mistaken, there's an SE/TAB thread currently running is there not?
Would it not make sense to post there, and to others since it was ASKED for that thread be reopened to direct members' post there?

You are completely right Dionysus...sorry i should have thought of that from the beginning.

 

[Harry_BKK]

Congrat's 32Red...

BY not responding after two hour to a TAB request... you have earned back a 15K withdrawal.
Everyting to delay.. and try to let you play all back..

Another one who joined the club of EX 32Red from now. 32Red is no more player friendly.. account closed and never going back.

And they also play with word now... i've asked earlier to TAB to another CS... she know i wanted my account locked.
Only after losing all back they tell me that if asked for SE.. my account should have been locked immediatly but for a TAB.. it's when they want to process it. But 32red know that on my first chat.. all i want is to have my account locked.
me: you can close my account..
me: lollll
me: that what i asked earlier..
me: but now..you do it instantly..
me: unbelievable..
Stuart: you didnt ask before to lock the account
Stuart: you have jyst asked now
me: a take a break.. = lock the account !!!!!!!!!
me: by taking a break...the account is locked no?

Simon, could you please re-post your statement to the thread we have running regarding the TAB/SE procedure at 32RED. I think your experience is showing exactly the flaws in their changed procedures. The thread is here:

https://www.casinomeister.com/forums/threads/32red-downgrades-tab-se.72598/?t=72598

Thanks
Harry