32 Red Very Disappointed !

[brutaldeluxe]

OK, I've been playing quite a bit in 32 Red this month. Total deposits this month are a shade over 2600 and withdrawls are about 2500 so I'm a bit down but was very close to being over 1000 down and I've dropped a fair wad in the past believe me !

One of my withdrawls was for 1125. I got this in a pretty quick time no hassles as I have come to expect of 32Red. Then a few days later I received this same amount again into my bank account from 32Red. Wtf ?!?!?
Tempting as it might be to keep it I am an honest person and won't do it so I contacted their live support to bring this to their attention.
Here is the transcript. I'm already losing money to these people, they then pay me 1125 too much, I bring it to their attention so they can get it back and I get accused of not helping them ?!?!?!? Why have I got to go to all this hassle ? Why can't they just check their banks ? Also I just didn't really think the general tone of the conversation was very pleasant.
Been a 32Red customer a while now and I'd be pretty disappointed with this customer service if I was trying to do something normal like claim a promotion or ask a question but I'm trying to give them back 1125 and I get made to feel like I'm not helping them out ?!?!

Here is the transcript...

Melissa: Thanks for contacting us, Kenneth. My name is Melissa, how can I help?
Kenneth: I think 32red have made a mistake in paying me......
Kenneth: I recently requested a cashout for 1125 and I think they may have paid this amount into my account twice
Melissa: Pls explain
Kenneth: Mya ccount number is XXXXXXXXXX
Kenneth: ?????????
Kenneth: Anyone there ?
Melissa: Thank you, one moment please
Melissa: was this sent to 2 cards or just the one
Kenneth: jsut the one
Kenneth: one ending in XXXX
Melissa: right i am going to forward this on to payments department however have you checked your bank statement
Melissa: if you could send us a copy of this where it shows we paid you twice that would be great
Kenneth: yes i checked it online tonight, that's how i know
Kenneth: are you going to pay for me to send that ?
Melissa: via fax?
Melissa: or email
Melissa: or scan
Melissa: you can print the screen t
Melissa: and then attach this to the email
Kenneth: well come to think of it i dont get written statements as its online banking
Kenneth: so you want a screen grab of that then or ?
Melissa: yes thats great
Melissa: thank you ever so much
Melissa: and have a lovely xmas
Kenneth: Can't your payments department jsut check if it has gone through twice ?
Melissa: we shall contact you via email and let you know as soon as possible,
Melissa: no we need this to confirm
Kenneth: Well I would rather not be showing my entire bank statement to people
Kenneth: Are you trying to tell me you can';t tell if you have paid out the same amount twice without me sending a screen grab ?
Melissa: you can erase the information you do not want us to see
Kenneth: not gonna be much left then really
Melissa: Thank you, one moment please
Kenneth: I don't understand why you need a screen grab. Why can't you tell how much money has been paid out ?
Melissa: we have sent this once, and the bank may have duplicated this so we need your documents so
Melissa: that we can clarify for the banks side!
Kenneth: Right so you are saying it's a fault of my bank then ?
Melissa: hello?
Melissa: no our bank!
Melissa: so pls send this as soon as possible and our payments team will be in touch with you
Melissa: Is there anything else I can help with?
Kenneth: Well I don't see why you can't jsut check your bank account in the bank and see !
Melissa: its bank holiday
Melissa: if you are not prepared to help us by sending this then i shall just inform the payments dept of your call and they can take this up with you
Kenneth: Ok so you know wait till it isn't. I'm gonn ahave to take two seperate screen grabs and blank everything on each one which is gonan take quite some time
Melissa: not a problem
Melissa: use a highlighter and fax this might be easier
Melissa: but if not then do this as soon as you can
Melissa: thank you
Melissa: and bye for now
Kenneth: A fax costs money though !
Kenneth: Not prepared to help ?!?!?! I am here trying to give you back 1125 !!!
Melissa: yes but we need the documents to prove this
Melissa: we are grateful of you bringin this to our attention
Melissa: and for now ill pass this on
Melissa: and then they can contact you
Kenneth: I'm going to leave this here before it degenerates. Bye.
Melissa: bye for now

..... Melissa has left the chat session .....


Am i being unreasonable here I mean I'm gonna have to take two seperate screen grabs as the amounts are on seperate pages and then go round cutting and pasting a whole load of things out on my bank statement I don't want them to see. Why is it so difficult for them to check their bank and see if the same amount has been paid twice, I don't get it ?!?!?
It's the attitude more than anything which has annoyed me I guess. Oh well.

This casino's full review can be found here

 

[tennis_balls]

maybe i'm missing something but from my read I'm seeing a patient customer service person dealing with a customer who seems intent on baiting her into a fight.

 

[brutaldeluxe]

Maybe I am missing something but from the statement under your avatar I wonder if you look at it with a completely impartial view.

They are asking me to go out of my way and generally cause alot of hassle in order for me to give them back money they have paid to me in error. That annoys me. Plus I don't understand why they can't check their own banks and they need my screen grabs anyway, I mean I could quite easily fake a screen grab with whatever I fancied on it, it proves nothing !

 

[chuchu59]

Brutaldeluxe,

While I understand your frustration, I can only see courteous service from the CSR here. She is not from the accounts department and may not be able to know how to deal with this particular scenario. She admitted that the fault was on 32 RED's bank and what she should have done is ask for the accounts department to verify whether you have been paid twice although it shouldnt be wrong of her to ask whether you could show the double payment to them. Honestly, I dont think she is trying to shift the responsibility to you to show regarding the overpayment nor does she want you to incur any costs regarding faxes or anything else.

 

[Nifty29]

Looks to me like a friendly, helpful CS Rep trying to deal with a moron.

Just send in the screenshot/fax/whatever and stop wasting people's time - its not difficult, and its not unreasonable. Ive had a few issues like this in the past, and Ive done exactly the same thing. The Casino has to SEE the transaction on YOUR end to assist in finding where the error has occurred.

 

[Pinababy69]

Looks to me like a friendly, helpful CS Rep trying to deal with a moron.

Just send in the screenshot/fax/whatever and stop wasting people's time - its not difficult, and its not unreasonable. Ive had a few issues like this in the past, and Ive done exactly the same thing. The Casino has to SEE the transaction on YOUR end to assist in finding where the error has occurred.

Ditto! Same thing has happened to me as well, and I was asked to send my screenshot in on subsequent days, so I had to do it more than once. Mind you, I didn't blank out much of anything, so it was just a straight "print screen", save and send.

Melissa should get a raise. And Brutal, while you are to be commended for being honest....patience is also a virtue. And trust me, accounting would have discovered the double payment somewhere down the road when trying to balance the books. If you hadn't spoken up, then you'd look like a thief, error on their part or not.

 

[Simmo!]

Actually, I have to say I can see Brutal's point. You report a double payment and you're asked to screenshot personal information, edit stuff out and email it or fax it if you are non-techie.

I have to say I would have thought that the casino should just say thanks and look into it their end in the first instance. Then, if the problem isn't obvious, perhaps ask for a screenie. After all it's the player doing a favour here. That said I do think the CS rep was courteous - just that the procedure isn't perhaps correct IMO.

Strange.

 

[brutaldeluxe]

I'm being branded a moron haha. Why do people on message boards get so personal so quickly ? I'll not bother insulting you back as it achieves nothing.
You are entitled to your opinion, even if it is wrong.
It's a hassle doing this kind of thing just to withdraw your own cash but when I am being asked to do a load of stuff that I wouldn't have to with any other casino just in order to give them their own cash back through no fault of my own and to an online casino you lose money at in the first place seems kinda rich.

I also emailed them about this expressing my dissatisfaction and got a similar response there. The thing which has annoyed me there is in this email I got "we were unable to compensate you for any facsimile costs we have provided an alternate method in the way of a screenshot"
So had my bank statements been in written form they would expect me to pay for the fax too ? That's just superb. They then even expect me to pay for the privelige of giving them their own cash back.


Nifty - nothing is difficult when you know how is it ?

No wonder people are so dishonest when being honest you causes so much hassle and you get insulted too.

 

[spearmaster]

I don't think you should be disappointed with 32Red - Melissa seems to have done the right thing - in case you didn't realize, calling a bank and asking them to double-check isn't exactly a simple matter, especially when you're probably talking hundreds or thousands of transactions per day.

I think Brutaldeluxe was trying to do the right thing, and for that he should be commended - but you probably should have finished what you started by helping them get what they needed. I understand you might not have seen why they require the information, and of course you have a right to protect your own privacy too... but honestly a simple cut and paste, even with real printouts and paper, would have sufficed.

Besides, trust me - 32Red will take care of you for the inconvenience - you already knew they were good, and they certainly are not trying to cause problems for you deliberately.

 

[brutaldeluxe]

I'm not a spiteful person spearmaster. I've already mailed the screen grabs and phoned my own bank to check it wasn't a mistake and it wasn't and I have let 32Red know this. The quicker it is resolved the quicker I can put this matter behind me.I just find it annoying how I have to go to all this hassle and take time out from doing other things to sort out their mistake and give them their own money back.
Would the customer service employee like to finish their shift, go home and then come on the internet and sort this problem out during their own personal time ? Somehow I can't see it. They are all being paid to figure out what is going on here, I am not. Also considering I reported this within 5 minutes of me finding out I'm probably saving them a serious amount of work figuring out where some money went missing but all I seem to be getting is aggro and insulted.

Also..

calling a bank and asking them to double-check isn't exactly a simple matter,

They of course expect me to do this straight away(not being paid of course), I have quite a few hundred (no exaggeration) transactions on my account a month too !


Thanks to Simmo anyway for at least seeing it from my side a little. At least that meant it wasn't everyone in the thread insulting me !



Anyway the end result of this is 32 Red are going to come out looking perfectly reasonable and will probably get some praise for "putting up" with such a twat of a customer like me. It'll certainly do their outfit no harm and me posting this thread will probably actually do them some good.
Meanwhile I am left feeling rather disappointed and annoyed and all because I tried to help them correct one of their own mistakes.
But hey life isn't fair right ? Get used to it, ho-hum.

 

[mikepipe]

ok- simple enough for me:
Melissa obviously is quite new in her job. she doesnt meet the high standards of 32 red.
She doesnt take the customers chair while talking with him, she doesnt show that she understands him.
She will learn or leave.

 

[spearmaster]

I'm not a spiteful person spearmaster. I've already mailed the screen grabs and phoned my own bank to check it wasn't a mistake and it wasn't and I have let 32Red know this. The quicker it is resolved the quicker I can put this matter behind me.I just find it annoying how I have to go to all this hassle and take time out from doing other things to sort out their mistake and give them their own money back.

I do agree. There are plenty of times when I wish I hadn't opened my mouth after I get seemingly dragged into something... LOL...

Would the customer service employee like to finish their shift, go home and then come on the internet and sort this problem out during their own personal time ? Somehow I can't see it. They are all being paid to figure out what is going on here, I am not.

I think you also have to understand that Melissa is simply requesting documents which she can then pass to payments. She certainly won't be the one doing the investigating and to be honest I don't think she would even know where to look since she probably never deals with payments in the first place.

I read the chat twice - and while I understand your frustration, I honestly don't see anything in the chat where Melissa did or said anything wrong. Nor did you do anything wrong either. It's just that one person (Melissa) is trying her best to do what she's been told to do - and you are frustrated (and I don't blame you) that suddenly you have to do more work.

They of course expect me to do this straight away(not being paid of course), I have quite a few hundred (no exaggeration) transactions on my account a month too !

"as soon as possible" does not necessarily translate into "right away". Personally, I have always treated ASAP as meaning "at your earliest convenience" instead of "right now".

Mind you, I said hundreds or thousands of transactions per DAY - not month.

Anyway the end result of this is 32 Red are going to come out looking perfectly reasonable and will probably get some praise for "putting up" with such a twat of a customer like me.

I don't agree that you are a twat at all. And I don't think 32Red necessarily need praise for "putting up" with you, since I bet they will also understand your frustration at having to go the extra mile to help them solve a problem.

What this needs is a bit more calm. Once that has happened, perhaps you'll be more inclined to see that Melissa was only doing her job.

In any case the weekend's not over yet, plus it's X'mas tomorrow (Happy Holidays everyone) - but as soon as Pat or Ed see this they will surely go out of their way to thank you for calling this to their attention. I am certain the very last thing they want is for you to become unhappy for trying to help them!

Relax - enjoy the holidays if you celebrate them - after that THEN if you have spare time, try to give them what Melissa asked for, and I bet you will discover an extra lump in your stocking (and it won't be charcoal)

 

[brutaldeluxe]

The thing I find frustrating alot of the time is the apparent inability people have to think for themselves. I mean it's probably not actually Melissa's fault. It's probably been drilled into her you must to X,Y,Z and you must do things our way and say A,B,C and never ever use any of your own thought, reasoning or judgment.


This annoyed me a little..

"Melissa: if you are not prepared to help us by sending this then i shall just inform the payments dept of your call and they can take this up with you"

Not prepared to help ?!?!? Erm
Almost sounds like a threat too.

As I said in my previous post I've already sent off all the screen grabs they want, phoned my bank and checked it out and emailed this to them. I'm not gonna refuse to do that out of spite. It would just take longer to sort out afterall.

I'm not after a reward for being honest. You shouldn't expect one. I believe you should just be honest for the sake of being honest.
I have a website where an affiliate payment was made twice to me, pretty much the same thing that happened here and there was no need to send all this kind of stuff off to them. They went away and checked it out and got back to me and confirmed yeah it was the case. Thing is they of course had no idea it had happened. The other thing is the guy sounded genuinely surprised someone would actually own up to something like this which I find kinda sad really. I've also had bookmakers settle losing bets as winning ones and I of course informed them of their error. I didn't receive anything for my honesty in those cases and I do not expect anything for it here either.
I would just prefer the least amount of hassle possible and also being called a moron amongs other things by forum members upon first posting it up didn't exactly make me feel any better. Besides I have told them to close my 32 Red account once they have rectified this so there shall be no extra lump in my stocking anyway.


Thanks for the reasoned input on the whole situation anyway spearmaster. Far more useful and constructive than calling me a moron.

 

[Simmo!]

At least that meant it wasn't everyone in the thread insulting me !

Damn..I'm clearly slacking then Seriously though, despite what could be perceived as a blip, you're in the right hands.

 

[uungy]

Lesson learned, next time just keep the money!

I have had similar situations, and tried contacting casinos, and they are very unhelpful. So if this happens to me I just don't bother! What for?

I am fully with you brutaldeluxe! They should have had the consideration, such as, give us your number ad we'll discussit, and hey take 10% as compensation, thats decency!

 

[winbig]

Lesson learned, next time just keep the money!

That's one way to get [at the very least] banned from a very reputable casino.

I am fully with you brutaldeluxe! They should have had the consideration, such as, give us your number ad we'll discussit, and hey take 10% as compensation, thats decency!

It's not over yet...I see a comp in the OP's near future

 

[uungy]

why banned? If they make a mistake, and if they want it back, they can have it, if they contact me!

Whats wrong witha n attitude like that, when the casino's are so un-welcoming, when you are upfront with them.

 

[winbig]

why banned? If they make a mistake, and if they want it back, they can have it, if they contact me!

Whats wrong witha n attitude like that, when the casino's are so un-welcoming, when you are upfront with them.

The CSR did make a mistake in the way she handled it, yes, but that doesn't reflect on the true nature of the casino [in this case].

If it was a questionable/rogue casino, then I would probably take the money and run....changing checking accounts in the process

 

[uungy]

In my opinion if its wrong, its wrong!

While with a rogue or similar casino, it probably wouldn't happen, as they wouldn't have paid anyway, but, the customer services in my opinion refelect entirely the policy of the casino. If it doesn't they shouldn't be working there. They are employed by the casino, and if you can't take what they say as fact and the final word, where do you get it from.

In short, keep the money, and let them come chasing you for the money.

And by the way, my personal account, first hand, is that casino's do not ban you for thism as they know nothing about it (I can't say all, as its only happened a couple of times) until you tell them

 

[winbig]

but, the customer services in my opinion refelect entirely the policy of the casino.

So the dozens of positive posts about 32Red's CSR's don't mean a thing, and one bad instance makes them a bad casino?

 

[AussieDave]

Kudos to brutaldeluxe for being honest & contacting the casino

Melissa imo acted professionally & polite, she's not in accounting so I'd say she's following a standard operational protocol.

It is Christmas after all & most casinos are functioning on a skeleton staff.

Come the 27'th brutaldeluxe I'm sure both Pat & ED (CEO of 32red) will contact you personally.

You can bet you'll get a good comp for being honest too.

 

[uungy]

No, thats not what I was saying

I thought this discussion is about letting them know about the over payment. And they don't seem to care about it!

I don't play at 32Red as I personally don't like their attitude anyway, but thats another matter, this only about casino's in general. If their CR don't care, then take on the casino don;t care, and buy an extra pint for yourself, on them!

 

[brutaldeluxe]

I should probably mention I have had a PM from Ed saying sorry etc etc and when he is back in the offices on the 27th he's gonna fix it etc etc.


I think with alot of things the whole human element has been taken out of customer service. You can't actually use any of your own thought or judgment as it's drilled into you to follow protocol and read the script and so on and so forth. I know the mobile phone company "three" have their customer service places stationed abroad and when you speak to their reps it sounds so scripted and so insincere. Sometimes makes me wonder if living in smaller communities where you have a local blacksmith etc is better ! You get a personal service then and the tradesperson is usually genuinely concerned you get the goods/service you require as you live in the same place afterall ! Perhaps the motives for wishing to provide a good service are selfish then but I mean no act is completely selfless afterall.

My experience with this matter has been not exactly pleasant but I'm not gonna get over dramatic and start branding 32 Red as rogues etc. There are many far far worse casinos a person could get involved with and forums like this are useful for helping people to avoid them.

Sometimes things like this do make you think next time I should just keep the money Uungy ! But I won't let bad experiences turn me into a dishonest person. I won't let bastards harden my heart (I'm not meaning 32 Red here)
It's just saying you can get hassle for all sorts of things and it's all too easy to switch off your emotions and deaden yourself to the whole thing as a way of dealing with it. Perhaps someone who is constantly hurt in relationships may end up putting up all sorts of barriers and become an emotional mechanism in order to protect themself from being hurt again. You can understand this but I won't let it happen to me. This whole episode may have pissed me off a bit but I won't keep the money next time something similar happens because of it. If I do that then "they" (whoever they are) win.
Would rather be a skint honest man who can get a good nights sleep than a rich liar who stays awake at night worrying that people are going to rob him of his ill-gotten wealth.

 

[mikepipe]

i undertstand your thoughts very well and i think they are right for a lot of casinos, especially in the bigger groups (bellerock, fortune lounge).
32red is different. They are without dount better.- and the reason is exactly that they have a customer orientated cs. if you will, read my first post here- melissa is on her way to learn it- otherwise she will leave.
Im sure. I had some email exchanges with Pat and Jonny Brand over the last years. I trust them. And i know, they have (still) the living vision of a casino for the customers.

 

[henryVIII]

I cant believe this thread !!!

If a guy comes up after me in the street and says I have dropped my wallet and goes to hand it back to me, then sentneces like ...

"I am going to need you to go and (something that can take hours of work) and also give me very sensitive personal records about yourself ... Im going to need that as soon as possible"

.. and if he politely questions this then say ....

"well if you are not prepared to help then ..."

Are just plain wrong.

If you're not prepared to help !!!!

Unbelievable.

Sometimes the affiliates on here are just sooo obvious.