32Red Allowed me to gamble after asking for self exclusion.

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Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
I have not gambled since no, and I can prove that if need be, and yes I promise you my friend it's the single worst moment of my life I have learned a lesson and I NEVER want to be in the position again or feel this way. Yes, that's what it was because I can't leave the house I try and escape my problems, but I do need support and I am seeking help now.

If 32Red refund the deposits, one thing I would be truly passionate about doing is being a regular here to help addicts like myself, I think being "an addict" I can relate and I can help a lot of people. I know God put me on this earth to help some how, and I think this is now what I can do to really make a difference in this world, constantly recovering and also helping others like myself to recover from this and at all costs not to get in the position I am in.

No, you won't help anyone unless you decide to stop gamble. You're no victim. You have a choice and you've had it every time you started playing..
Being in here is not a way to recover at all. Maybe when you've been free from gambling and have learned how it works you can advice others, but that will take time. Time that you should use to learn how to live without being a gambler.
Self exclusion won't work until you decide you want to quit. Make the decision and stick with it. Nothing else is important and certainly not the money.

Just read the decision. I guess you won't rest with this but seek other ways to get the money. Well good luck with that because I trust 32Red knows exactly what they are doing, and they know they will win this battle.
My advice is that you accept what you have done, and see it as a way of being able to start a new life. It's your chance.
 
32Red is reviewed by Casinomeister

hypeamg

Full Member
Joined
Jun 5, 2017
Location
UK
No, you won't help anyone unless you decide to stop gamble. You're no victim. You have a choice and you've had it every time you started playing..
Being in here is not a way to recover at all. Maybe when you've been free from gambling and have learned how it works you can advice others, but that will take time. Time that you should use to learn how to live without being a gambler.
Self exclusion won't work until you decide you want to quit. Make the decision and stick with it. Nothing else is important and certainly not the money.

Just read the decision. I guess you won't rest with this but seek other ways to get the money. Well good luck with that because I trust 32Red knows exactly what they are doing, and they know they will win this battle.
My advice is that you accept what you have done, and see it as a way of being able to start a new life. It's your chance.

I don't believe so and neither does my lawyer. If they knew this, they would of sent the live chat transcript from June 6th, but they are withholding this on purpose.
 

Mouche12

Kitty Lover
PABnonaccred
PABnoaccred
PABnononaccred
Joined
Jul 25, 2007
Location
Amsterdam
So, I understand the OP was only offered GBP 5,000 whilst the claim is GBP 16,000 or GBP 25,000. I can appreciate that he will now seek legal assistance and I wish him the best of luck. Will you keep us posted, please?
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
I don't believe so and neither does my lawyer. If they knew this, they would of sent the live chat transcript from June 6th, but they are withholding this on purpose.

Not a chance. Besides you said earlier that you had asked them to close your account. Now you suddenly claim you had begged them to self exclude you. I know from earlier that if that was true they would have done it, but then also asked you to fill in the form.
I guess the rest of what I said wasn't important in your eyes, but actuall that other part was what was important ;)
 

Mark_32Red (retired acct)

Dormant account
Joined
May 23, 2008
Location
32Red Marketing Dpt
"I am confident we have acted correctly and in accordance with UKGC requirements. That said given your current situation, as a one off goodwill gesture, we’re happy to make an ex-gratia payment of £5,000 as full and final resolution to your complaint against 32Red. This is the full amount we are prepared to offer you as a one off goodwill gesture. Upon written receipt of your acceptance of the offer as final resolution we will ensure the payment is made swiftly for you."

Kind regards,
Phil

Hi hypeamg,

I understand you are going through a difficult time and I appreciate you taking the time to PM to apologise for the "stupid posts" in this thread, however I don't think it helps anyone by making a personal exchange between a senior member of the 32Red team public. Not at least when you are choosing to quote a small fraction of what was sent to you.

I am not going to post the full email nor comment if and when this matter is concluded, but please, if you are going to make a personal exchange public, don't just post the parts that suit you.

With regards to the missing transcripts, I will ensure Phil is aware and they are sent to you.

Regards
Mark
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
So, I understand the OP was only offered GBP 5,000 whilst the claim is GBP 16,000 or GBP 25,000. I can appreciate that he will now seek legal assistance.

definitely should do that. the 5k goodwill gesture should not be accepted.
 

BlaCGaming

Experienced Member
Joined
Dec 6, 2016
Location
Germany
Not a chance. Besides you said earlier that you had asked them to close your account. Now you suddenly claim you had begged them to self exclude you. I know from earlier that if that was true they would have done it, but then also asked you to fill in the form.
I guess the rest of what I said wasn't important in your eyes, but actuall that other part was what was important ;)

not trying to be rude, but whats up with that? :confused:

How can you be so sure 32Red is in the right here?
 

BlaCGaming

Experienced Member
Joined
Dec 6, 2016
Location
Germany
Whatever happened to taking personal responsibility for your own decisions? $5k is more than fair IMO.

If he is truthful, he tried to do so, by requesting self-exclusion. There is a reason addicts need help, if they could control their actions there wouldn´t be a problem...
 

quber

Senior Member
Joined
Feb 25, 2004
Location
Europe
If you feel they are not being cooperative, you don't yet need a lawyer, you need a tenner and to submit a formal SAR. This will require them to disclose all the information they hold, which will include ALL the chat logs, internal notes placed on your account, and more.

Your lawyer is likely to do this, but is also likely to charge far more than a tenner for it.

You do not have permission to view link Log in or register now.

THIS.

it was mentioned earlier so get on it.

the Casinos responsibilities include the following from here
You do not have permission to view link Log in or register now.


Your email on the 6th should have been reported as per paragraph b
Paragraph C should have seen your account closed

A SAR request would show if any internal emails concerning you were raised at that point, if they weren't then they have failed in their duties (b). If they were raised then they have failed in their duties (c)




3.4 Customer interaction
Social responsibility code provision 3.4.1
Customer interaction – SR code
All licences, except non-remote lottery, gaming machine technical, gambling software
and host licences
1 Licensees must put into effect policies and procedures for customer interaction where they
have concerns that a customer’s behaviour may indicate problem gambling. The policies
must include:
a identification of the appropriate level of management who may initiate customer
interaction and the procedures for doing so
b the types of behaviour that will be logged/reported to the appropriate level of staff
and which may trigger customer interaction at an appropriate moment
c the circumstances in which consideration should be given to refusing service to
customers and/or barring them from the operator’s gambling premises
d training for all staff on their respective responsibilities, in particular so that they know
who is designated to deal with problem gambling issues
e specific provision for making use of all relevant sources of information to ensure
effective decision making, and to guide and deliver effective customer interactions,
including in particular
i provision to identify at risk customers who may not be displaying obvious
signs of, or overt behaviour associated with, problem gambling: this should be
by reference to indicators such as time or money spent
ii specific provision in relation to customers designated by the licensee as ‘high
value’, ‘VIP’ or equivalent
f specific provision for interacting with customers demonstrating signs of agitation,
distress, intimidation, aggression or other behaviours that may inhibit customer
interaction
 

hypeamg

Full Member
Joined
Jun 5, 2017
Location
UK
Not a chance. Besides you said earlier that you had asked them to close your account. Now you suddenly claim you had begged them to self exclude you. I know from earlier that if that was true they would have done it, but then also asked you to fill in the form.
I guess the rest of what I said wasn't important in your eyes, but actuall that other part was what was important ;)

No... on live chat I asked them to self exclude

They told me to email

My email in distress said the same thing made them aware of my addiction but I used the words "close the account forever" in a frantic panic.
 

BlaCGaming

Experienced Member
Joined
Dec 6, 2016
Location
Germany
For a number of reasons. But mostly because I don't trust this guy.

Fine, but if he is telling the truth you are being excessively out of line with the condescending tone. I don´t trust a number of casinos I play at, doesn´t mean I talk that way to them or their staff...

Lets keep it civil
 

hypeamg

Full Member
Joined
Jun 5, 2017
Location
UK
THIS.

it was mentioned earlier so get on it.

the Casinos responsibilities include the following from here
You do not have permission to view link Log in or register now.


Your email on the 6th should have been reported as per paragraph b
Paragraph C should have seen your account closed

A SAR request would show if any internal emails concerning you were raised at that point, if they weren't then they have failed in their duties (b). If they were raised then they have failed in their duties (c)




3.4 Customer interaction
Social responsibility code provision 3.4.1
Customer interaction – SR code
All licences, except non-remote lottery, gaming machine technical, gambling software
and host licences
1 Licensees must put into effect policies and procedures for customer interaction where they
have concerns that a customer’s behaviour may indicate problem gambling. The policies
must include:
a identification of the appropriate level of management who may initiate customer
interaction and the procedures for doing so
b the types of behaviour that will be logged/reported to the appropriate level of staff
and which may trigger customer interaction at an appropriate moment
c the circumstances in which consideration should be given to refusing service to
customers and/or barring them from the operator’s gambling premises
d training for all staff on their respective responsibilities, in particular so that they know
who is designated to deal with problem gambling issues
e specific provision for making use of all relevant sources of information to ensure
effective decision making, and to guide and deliver effective customer interactions,
including in particular
i provision to identify at risk customers who may not be displaying obvious
signs of, or overt behaviour associated with, problem gambling: this should be
by reference to indicators such as time or money spent
ii specific provision in relation to customers designated by the licensee as ‘high
value’, ‘VIP’ or equivalent
f specific provision for interacting with customers demonstrating signs of agitation,
distress, intimidation, aggression or other behaviours that may inhibit customer
interaction

Thank you please can you help me to file this request, I have no idea on what I need to do here, if speaking to a lawyer isn't the best option and this is what I need to do to move forward, how do I do this exactly?

I know from experience in my business litigation, that companies who are "not in the wrong" do not offer settlement offers, it's the first sign of legal weakness.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Fine, but if he is telling the truth you are being excessively out of line with the condescending tone. I don´t trust a number of casinos I play at, doesn´t mean I talk that way to them or their staff...

Lets keep it civil

The thing is that they are well aware of the rules they have to follow. They have now gone through it all but are only offering him that small sum.
It mean that they are sure of being in the right.
I know them, and I know how an addicts mind are working.
I'm civil even though I'm not siding with the gambler here. I do hope he manage to quit one day though.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
....

I have launched a complaint with the gambling commission but I wanted to get some advice on where I stand legally with this. As 32Red have an email directly from me outlining the fact i have a severe gambling addiction that I cannot control, and the fact I asked them to self exclude me on live chat but they didn't do I have any grounds on this under player protection? It's clear unfortunately that they were well aware of this and have since taken a further 25,000 from me.

Any advice would be hugely appreciated?

Then this is where this should lie. There is way too much speculation going on here, and if indeed this has gone to the UKGC - then I would highly recommend to seek proper legal counsel and refrain from publishing all of this on a public discussion board.

I'm going to do you a favor and close this thread. When the UKGC comes back with their ruling, and you've spoken to a lawyer (hopefully who specializes in online gaming law), then by all means let me know and I'll reopen this thread, or start another. Thanks! :thumbsup:

Edited to add: if you guys want to start a new thread about the dilemmas of problem gambling and online casinos, by all means please do. I don't want to squelch any needed dialogue. I just don't think the details of this issue should be going to the courts of of Casinomeister's forum.

Nobody expects the Spanish Inquisition.
 
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