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.

 

[spearmaster]

Geez, HenryVII... you read one response out of many in that chat and you make it out to be a major disaster. It's not like she said "Well, if you won't help, I can't help" or anything of the sort - everything else she said was in a uniform polite manner and she made it clear that they were appreciative of the OPs assistance a number of times.

 

[Macgyver]

Sometimes the affiliates on here are just sooo obvious.

And sometimes the ones too quick to judge on here are even more obvious.

 

[Wildfire7]

Hi Brutaldeluxe,

All you had to do was take a screenshot for them, edit some details and email it them. Even if that small task took you half an hour, it would still have saved you more time than the hours you have probably spent writing about it on this thread!

Mountains and mole hills spring to mind here!
Get over it!
Happy Christmas

Wildfire7

 

[jerrylee]

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.

+1 Trezz. That's exactly how casinos are working during the holidays, CS mostly, operations scaled back just to the essential services and finance department off. Usually those folks work on business days.
Melissa can perform simple checks using her tools, but digging into the financial transactions beyond seeing when deposits and cashouts were requested is likely beyond her scope.

Let's be reasonable players, think about it from the casino's perspective for a change

 

[jerrylee]

....
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

brutaldeluxe, your assessment of CS was brutal, I just read the whole chat. Melissa showed patience and compassion, and you were just shoving it down her throat. She told you the bank was closed, implying financial department would look into it... her hands were tied and you beat down on her.
You know, you should be careful man, some casinos have T&C that say they can suspend your account if you are abusive towards CS staff.
And what a joke, taking screenshots takes a lot of time...? You were just frustrated to have to wait, rather than getting instant gratification.

 

[brutaldeluxe]

Please do me the favour of actually reading my posts. I have already said to 32 Red to close my account after this has been sorted so I am not particularly worried about having my account suspended considering this is what I have actually asked for. I didn't get intstant gratification ? Exactly what sort of gratification do you think I was after ? Afterall it's me trying to give money back here, not obtain it. Personally I don't find giving money away an overly gratifiying experience.

Even if that small task took you half an hour, it would still have saved you more time than the hours you have probably spent writing about it on this thread!

I may be a complete twat, totally unreasonable and completely thick but my IQ is just, I repeat just high enough in order for me to realise this.
I wanted to get my point of view across and see what others thought.
At first it seemed like one-way traffic but there have been some people that are slightly sympathetic to my stand point on this which I guess makes me feel slightly better which is probably what I was looking for. One unfortunate consequence though is the amount of abuse I am getting from people on here which consciously or unconsciously I will probably end up associating with 32 Red even though that is not necessarily their fault.
Hey I've wasted even more time replying to this thread again right but as before I wanted to get my viewpoint across.

Everyone has their own idea about what is fair and what is reasonable. In some places if you get caught stealing you get your hands chopped off. Some people say that is justice, others say it is barbaric.
Some people say I am making a big deal over nothing, others say they can see my point. Whatever your opinion the end result is me leaving 32 Red and considering their business is having customers lose money in their casino( at the end of the day lets not forget that is what it is all about) and they just lost one I guess something isn't right. Although they may lose one they will probably gain 10 more customers like the people in this thread who have admired their patient, chivalrous behaviour in dealing with customers like me so hey.

 

[henryVIII]

brutalogic ... dont beat yourself up, the forum can be a bit of an affiliate zone sometimes. 32Red would be better off doing their own PR as, like you say, the stuff in this thread really doesnt reflect well on them in the slightest.

I am sure if these very same people bought a CD over the internet, got overpaid a refund and were asked to spend their own time and money and to divulge very vulnerable personal data to do that company's accounting work for them they would not be so fast to "totally understand" to the point of actually seeing it as a great thing.

Just tell this story to fifty people you know or even at random in a pub or on the street and I would be amazed if even one person would start having a dig at you like this.

And thats a fact.

Its too funny thats its so over the top.

 

[uungy]

personally, the only reason why it would be fair to call yourself a twat, is your determination to give them the money back

Kepp the money, close your account, and buy yourself a nice late christmas present

I understannd all the views that you gotto understand them ec... but, hey, if thats how they respond, thy could have easily said (as I said earlier) will call you back when the financial team are back in, thats in order, but to play aroundm and ask for silly documents, thats mad!

I would just accept, they are giving you a gift, they don;t want "your" money back, their support, represents the casino itself!

Go on, I'll take 50% to make you feel only half bad

 

[henryVIII]

personally, the only reason why it would be fair to call yourself a twat, is your determination to give them the money back

Kepp the money, close your account, and buy yourself a nice late christmas present

I understannd all the views that you gotto understand them ec... but, hey, if thats how they respond, thy could have easily said (as I said earlier) will call you back when the financial team are back in, thats in order, but to play aroundm and ask for silly documents, thats mad!

I would just accept, they are giving you a gift, they don;t want "your" money back, their support, represents the casino itself!

Go on, I'll take 50% to make you feel only half bad

Better still, ask 32Red to fax you a copy of their bank statements so that you can verify it was in fact them who paid it to you.

Together with a recent utility bill of course.

You just have to laugh sometimes.

 

[Macgyver]

I have a feeling with all this brouhaha going on about this that Ed or Pat simply say,

"Hey, mate, we appreciate your honesty. Just go ahead and keep the double payment as a gesture of goodwill on behalf of 32Red. We apologize for the mishap and hope that you'll reconsider your decision to close your account. If not, we wish you the best of luck in the New Year and in all your gambling endeavors!"

Feel free to cut and paste, Ed.

P.S. It's about the only contribution I can make to the upstanding outfit of 32Red thanks to the U.S. Government.

P.S.S. Uh oh ... I complimented a casino! Must mean I'm an affiliate ...

 

[johnsteed]

***


Macgyver

"Hey, mate, we appreciate your honesty. Just go ahead and keep the double payment as a gesture of goodwill on behalf of 32Red. We apologize for the mishap and hope that you'll reconsider your decision to close your account. If not, we wish you the best of luck in the New Year and in all your gambling endeavors!"

Spot on!


I've read the chat, and have gone through this thread a number of times. I would initially have to say that "brutaldeluxe" was wasting his time posting this thread (more so responding), because in the grand scheme of things, it's really not a big deal. The time it would have taken to have the proper documents in order, would have been a fraction of what's been spent in this thread. Pat Harrison and Ed Ware are on top of things, and I would also concur that they would do something wonderful to compensate the player, and do something to show their appreciation. That's something that the C/S in question could not do on the spot.


On the other-hand, I think "brutaldeluxe" had in fact done the right thing (I think everyone has pretty much agreed on this point). Maybe I'm not seeing things as they really are, but from the responses in this thread, I'm reading that he was difficult on the C/S rep. I suppose, but from the way I'm reading it, I don't really think he was unbearable. An angel? Certainly not! But unbearable? Not exactly. I can see where (and probably why) he went sour within the chat, and I'll touch on that soon enough...


I would also concur with the sentiment that "Melissa" probably couldn't do much with the situation presented to her, so she certainly didn't do anything wrong either. She did her job... period. 32red deserve the accolades, as they've worked very hard (and wisely) to build-up arguably the greatest reputation in the online gaming industry. I've also dealt with "Melissa" a few times, no problems. She's solid and efficient at her job. But what's with all of this saccharine nonsense, casting her in this higher-than-thou light? I'm not even sure she would think of herself as she's being viewed. There was already some "Mrs. Butterworth's" dumped on the C/S, we don't need to overdue it with some more "Aunt Jemima" syrup.


Personally, I think this whole thread would never even have come to fruition had both the C/S (firstly) and the player (over-the-top secondly mixed-in with "?" marks for full-effect) not over-used their exclamation marks at the wrong time. Subtle things, but I think it set the wrong tone - and escalated from that point on - from what had started out as a pretty mundane chat session.


Regardless, a somewhat entertaining thread.


Steed

***

 

[brutaldeluxe]

Some people might say I was impatient or difficult towards the CS rep. You may be able to argue a case for that. Others might say I was being perfectly reasonable, when you consider the circumstances I don't think I was being completely unreasonable. But at no point was I ever insulting or abusive. At no point did I insult the CS rep, start swearing, raise my voice( erm I guess that means typing in bold haha) or the like.
Hey I mean do you think I set out with the intention to insult/abuse/annoy the rep ?!?!? I mean hardly ! In fact if you notice at the end I was seriously annoyed at this point and simply left before my anger got the better of me and would have caused me to start typing in a load of trash talk or something.


Whatever happens at least the thread may have entertained a few people haha, that's certainly no bad thing.

 

[tim5ny]

I have a feeling with all this brouhaha going on about this that Ed or Pat simply say,

"Hey, mate, we appreciate your honesty. Just go ahead and keep the double payment as a gesture of goodwill on behalf of 32Red. We apologize for the mishap and hope that you'll reconsider your decision to close your account. If not, we wish you the best of luck in the New Year and in all your gambling endeavors!"

Feel free to cut and paste, Ed.

P.S. It's about the only contribution I can make to the upstanding outfit of 32Red thanks to the U.S. Government.

P.S.S. Uh oh ... I complimented a casino! Must mean I'm an affiliate ...

Why would they be happy to give this player double payment under these circumstances? Look at the thread he started.

 

[henryVIII]

Why would they be happy to give this player double payment under these circumstances? Look at the thread he started.

Too right.

Who does he think he is? Giving money back to someone and being so "unwilling to help".

32Red are lovely.

 

[Slotster!]

Firstly - it's refreshing to see some honesty, particularly in the sometimes murky and dishonest world of online gambling. Lovely to hear Brutal!

Secondly - Due to fraud, payment processing issues and god knows what else - a specific procedure has to be followed in all circumstances. I know nothing about the workings of an online casino, but I do know about electronic payments and refunds. There was (and is I guess) a fairly popular scam which involved paying money into an account (or giving money back) - in order to obtain details to take a whole load more money out again at a later date. That clearly is not what is happening in this case, however the "we'll check it out and get back to you, anything you can do to verify" stance is entirely understandable.

The thing with 32RED is that 99.9999999999% of the time they are absolutely faultless in every regard, so the slightest hiccup and it gets magnified out of all proportion. I totally understand Brutal being a bit miffed as he was genuinely trying to do the right thing, but it seems the CS Rep was too...

Brutal - keep up the honesty - it's refreshing to hear... The fact that the CEO of the business has already been in touch says more than anyone else ever could about 32RED and their feelings towards keeping good customers!

Hope it all gets sorted for you! I've played at a lot of places believe me, and I promise you won't find anywhere that comes close...


And P.S - 32RED, anytime you feel like paying me twice - that's absolutely fine too

 

[henryVIII]

Firstly - it's refreshing to see some honesty, particularly in the sometimes murky and dishonest world of online gambling. Lovely to hear Brutal!

Secondly - Due to fraud, payment processing issues and god knows what else - a specific procedure has to be followed in all circumstances. I know nothing about the workings of an online casino, but I do know about electronic payments and refunds. There was (and is I guess) a fairly popular scam which involved paying money into an account (or giving money back) - in order to obtain details to take a whole load more money out again at a later date. That clearly is not what is happening in this case, however the "we'll check it out and get back to you, anything you can do to verify" stance is entirely understandable.

The thing with 32RED is that 99.9999999999% of the time they are absolutely faultless in every regard, so the slightest hiccup and it gets magnified out of all proportion. I totally understand Brutal being a bit miffed as he was genuinely trying to do the right thing, but it seems the CS Rep was too...

Brutal - keep up the honesty - it's refreshing to hear... The fact that the CEO of the business has already been in touch says more than anyone else ever could about 32RED and their feelings towards keeping good customers!

Hope it all gets sorted for you! I've played at a lot of places believe me, and I promise you won't find anywhere that comes close...


And P.S - 32RED, anytime you feel like paying me twice - that's absolutely fine too

Spot on !!

What was the guy thinking?

Like he could just phone up and tell them they had paid him too much.

Its about time people respected casinos a little bit more.

32red are the greatest folks.

I myself always refuse any winnings as an insignificant and small thank you for their being so lovely.

 

[henryVIII]

After his intolerant treatment of melissa, brutal_logic wasnt even satisfied to recieve even greater customer support by email and moaned on to us that .....

"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" "

Unbelievable. Who is this comedian brutal_logic, doesnt he realise that ...

Get a grip on reality Mr Logic.

 

[Slotster!]

Dunno why you're so angry at 32RED HenryVIII, did you not win there or something? Don't lose your head

Ok, so there's an ever-so-slightly-less-than-perfect conversation with a live chat rep, who perhaps should've been more grateful - but hardly the biggest crime of the century. As soon as this is posted, the CEO of the business gets in touch to say he'll sort something out - that, as I explained, shows that management care... I mean, jeez, take a look through the complaints threads or the rogue casinos. People don't get paid, they get accounts closed, they get jerked around for months - and you're pissed because a live chat operator didn't seem as grateful or friendly as they should be, and then the CEO of the business gets in touch to apologise shortly afterwards. Add into this a faultless experience previously from Brutal in terms of depositing and cashing in - and storm in a teacup sounds more and more appropriate...

 

[Pinababy69]

Well, just now caught up with this.....absolutely fucking unbelievable. Henry, what is your problem? Brutaldeluxe has at least maintained some sense throughout his postings. The more I read this board, it's no wonder I post less and less.

Brutal, I never called you a derogatory name, which in my opinion is uncalled for. My only thought was that this thread was totally unneccessary, as are about 50% of the complaints I read here. Most could either have been avoided with a little common sense, or a simple PM to the casino rep here....or they are just ridiculous and not a complaint at all. I commended the OP for being honest, and I don't see anything wrong with that chat on the part of Melissa except maybe some inexperience. A simple PM to Ed or Pat could have cleared this all up in no time, and would have taken less time and effort than what it took to start this thread.

It simply amazes me that people who have interacted very little or not at all on this forum can always find and figure out how to post a complaint, but they can't be bothered to look through the forum leaders/member casinos list to find a PM contact. Of course, that's not as much fun is it?

FYI Henry, I'm not an affiliate of any casino and haven't been for a long time. What I am is sick and tired of people using a resource like this forum for their own personal smear campaigns, not that this is necessarily the case here. I can understand Brutal's frustration, just think it could have been handled very differently.

I think we should all vote on "most useless and stupid thread of 2006". We've got the King Neptune's thread from months ago, the latest Palace Group thread which could have been avoided if the OP had signed up in the currency of the country in which they live....or how about the most recent one I just read where the poster is trying to claim a bonus from 2003 from Main Street Vegas group? I'm not an affiliate for any of those casinos, nor do I play at any of them...but they are all reputable and don't deserve what I've read on here.

Does anyone besides me find it amazing that so many of the "regulars" here have never posted so much as one single complaint? KasinoKing, Macgyver, Slotster, Winbig, Grandmaster, tennis_balls, myself....the list goes on. Either we are a whole lot smarter than everyone else (which I doubt).....or maybe we just all follow the rules (with the correct interpretations) and if we do have any minor problems, we use the PROPER avenues to resolve them.

 

[Simmo!]

Brutaldeluxe has at least maintained some sense throughout his postings.

I was thinking that too. But any 32Red thread is going to attract a number of posters and debate from both sides. These threads are totally predictable now - even this thread which threatened to bring a new dimension and potential issue to light has gone back down the same old same old. Complaint comes in, couple of people assure them the casino's rep is top notch, the usual detractors come in to have a poke, people start dissing them, they fight back, end of thread. *yawn* You don't actually have to read a 32Red thread - just look at the poster names and you know what's been said OK...that's slightly tongue-in-cheek, but you know what I mean.

No business will keep everyone happy all of the time. And success can bring it's own problems as this thread demonstrates admirably.


Footnote: We tabloid-reading English are well known for suddenly hating people the minute they become successful so bear that in mind. It's not our fault - we're just puppets

 

[tennis_balls]

we're just puppets

errrrr......you meant big blue muppets?

 

[Simmo!]

errrrr......you meant big blue muppets?

Nope - that's just a head shot

 

[brutaldeluxe]

Got an email from Pat Harrison operations director explaining what happened and what went wrong etc. Also in the mail it said...

This error only came to our attention following your live chat with us on the morning of Xmas Eve. I know Dale has written to the handful of players affected, apologising for the error and you should have received this either late on Xmas Eve or Xmas Day itself. Dale did outline a couple of methods as to how the money can be returned to us; please let me know if there is anything that I can do to help in this area.

Of course I have not received any communication from Dale so I guess they forgot to send that to me. Considering I appear to be the one that brought it to their attention I find that a bit well, what's the word ? Incompetent ?


Slotster - I am sure the CEO does care. Cares about getting my money. It's the same for all businesses. They want to keep their customers happy so they get repeat custom and more money from them. That's what it boils down to. Now I am sure most of the staff at 32 Red are all very nice etc and they are just working to earn a living like everyone else but to confuse this with being nice for the sake of it etc is a bit different.

Pinababy - Here is a quote from the post above yours on page 1.

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

I never implied you did call me a derogatory name, but others did.


Yeah I am quite well aware that what has happened here is nothing compared to what some of the rogue casinos get up to and it's like complaining about not having enough salt on your chips whilst others can't even get enough food to eat. But if I asked for salt on my chips and paid for salt on my chips surely I should get it and at least have the right to question it when I don't get any salt.

Yeah many threads like this could probably be avoided by a PM to a rep but I think a large reason people post threads like this is to vent anger/frustration (as well as trying to get the thing resolved). You don't get that when you just PM someone. Plus it does also let people know the kind of jiggery pokery casinos are getting up to which is no bad thing.
Now 32 Red seem to have many supporters, perhaps they are all affiliates of them I am not sure but I get the impression they have a very good reputation throughout the industry so they must be doing something right and they must have obtained that for a reason. Great, but it doesn't mean they are infallible and it doesn't mean they are beyond critcism.

 

[Pinababy69]

Great, but it doesn't mean they are infallible

You're right, they're not perfect. But they are as close as you're bound to find on the internet. JMO.

 

[Slotster!]

Good post Brutal!

As for this:

Slotster - I am sure the CEO does care. Cares about getting my money. It's the same for all businesses. They want to keep their customers happy so they get repeat custom and more money from them. That's what it boils down to. Now I am sure most of the staff at 32 Red are all very nice etc and they are just working to earn a living like everyone else but to confuse this with being nice for the sake of it etc is a bit different.

I agree entirely, and I'm glad for the sake of the business that the management are interested in making loads of money!!! There's a distinct difference between a business "wanting to keep their customers happy" and businesses that actually do however... This difference is never more evident than in the world of online casinos! Every tom dick and harry casino "about us" page tells how they value their customers and treat them with the utmost respect; Only 32RED and a handful of others actually put that into action on a daily basis.

I'm not confusing anything with "being nice for the sake of it". What I'm saying is that if I'm going to throw my hard earned at a casino, I want to be treated like a valued customer in return -- and that's what invariably happens at 32RED. Yours is a very unusual situation, culminating in a less than perfect exchange with the CSREP. My point is, it's only a casino like 32RED that would have two senior members of the board in touch with you almost instantly to sort it out.

Noone is under any illusion that it's not all about taking your money as much and as often as possible; it's exactly the same as if I decided to buy a car. Just because I buy from the friendliest, most efficient and communicative dealership - doesn't mean I think they're being nice to me for the sake of it.

32RED tick all the boxes that matter in online casinos - and then some. I hope you get this hiccup resolved to your satisfaction!