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

[DreamRJ]

If you look at my above post you'll see in the email I asked for account closure, forever.

yes but like i said, i have also asked them to close my account forever, then months later i ask them to reopen it and they do. it is the wording that matters as i said in my previous post.

A self Exclusion is LAW that the UKGC enforces that all online casinos that operate in the UK now that has a license has to abide by.

A self exclusion is where you can not login to that account for either 6months/2years/5years

A closure of account is just that, it is closed and you can not login but the account is still on the system forever, they never delete closed accounts ever.

I have many times not just at 32red asked casinos to close my account forever. and they add a note on it that says customer says never ever reopen it no matter what. a few times.

And i can tell you that mrgreen and vera and john casino stuck by it and they wont ever let me reopen it i tried many times to get them to reopen it but they are sticking to it. but some casinos including 32red use their own discretion and they do sometimes allow it even when you ask for it to be closed forever.

It is all about how you word it at the time like i said above. But you should have said in the email you wanted to self exclude and not close my account forever as i said again and again, they are 2 completely different things.

I hope this helps and again i wish you the best of luck.

 

[Deeplay]

Hi have not read all posts on this but it seems like a repeat of the issue you had here
edit need to read the full thread before posting ;-)

 

[Nate]

So you also contacted them via live help? Did you request a SELF EXCLUSION - Again, were you explicit in asking for this over live help? Did you deposit after this?

Again, can we prove that 32Red received this email? Did you receive a reply?

Foot Note: Any company that does not take a sentence stating that 'I am a compulsive gambler with a serious addiction' seriously is to be questioned. Maybe there are other circumstances like no email being received?

 

[hypeamg]

So you also contacted them via live help? Did you request a SELF EXCLUSION - Again, were you explicit in asking for this over live help? Did you deposit after this?

Again, can we prove that 32Red received this email? Did you receive a reply?

Foot Note: Any company that does not take a sentence stating that 'I am a compulsive gambler with a serious addiction' seriously is to be questioned. Maybe there are other circumstances like no email being received?

Yes

June 6th - first contact through Live Chat asking for self-exclusion, was told I had to email.

Second contact - emailed minutes later and asked them to close my account, I didn't use the words self-exclude but I did in live chat and I didn't know that 2 words are the difference between being able to play and not, I don't know how "I want to close my account, forever" could be any clearer? And... "I am a compulsive gambler with a serious addiction" — how clearer could I be?

 

[DreamRJ]

in fact, i will send a message to mark with this thread and see if he can respond.

And get his side of the events and see if they did receive the emails in question and what they deemed to be cause for concern or not.

would be nice to get another side of the story at least.

But i did notice that the OP has had similar issue with another casino group as well. So i am now just sure it seems to be a serial problem. And that is also resulting in the fact the OP is misconstruing her wording when contacting said casinos.

 

[DreamRJ]

Yes

June 6th - first contact through Live Chat asking for self-exclusion, was told I had to email.

Second contact - emailed minutes later and asked them to close my account, I didn't use the words self-exclude but I did in live chat and I didn't know that 2 words are the difference between being able to play and not, I don't know how "I want to close my account, forever" could be any clearer? And... "I am a compulsive gambler with a serious addiction" — how clearer could I be?

It seems your not new to gambling like me.

But i for one know the difference between the 2 meanings and i reckon the vast majority of regular gamblers would too. Just saying.

Yes you might have said self exclude in live chat and also without the prove of that chat with the transcript we will not know if you did infact say that or not either.

But hey i PM'ed Mark, So lets wait and see what he can dig up regarding this.

EDIT: And can i also say this as well, yes i used to love 32red casino and i am not defending them in the slightest, but I can say my reasons why i stopped playing at 32red was down to the fact they have gone down hill in terms of goodwills and withdraws are slower and slower. And for a casino in this modern day and age where there is other casinos where you get withdraws within 10mins to ewallets compared to 1-3days with 32red is just not good enough for me. Withdraw times are my main factor as to why i play regularly in specific casinos.

 

[hypeamg]

It seems your not new to gambling like me.

But i for one know the difference between the 2 meanings and i reckon the vast majority of regular gamblers would too. Just saying.

Yes you might have said self exclude in live chat and also without the prove of that chat with the transcript we will not know if you did infact say that or not either.

But hey i PM'ed Mark, So lets wait and see what he can dig up regarding this.

EDIT: And can i also say this as well, yes i used to love 32red casino and i am not defending them in the slightest, but I can say my reasons why i stopped playing at 32red was down to the fact they have gone down hill in terms of goodwills and withdraws are slower and slower. And for a casino in this modern day and age where there is other casinos where you get withdraws within 10mins to ewallets compared to 1-3days with 32red is just not good enough for me. Withdraw times are my main factor as to why i play regularly in specific casinos.

I did say self-exclude in the live chat, and yes I know I have a serious problem among others. 32Red will be able to verify that, would just be nice if people could take me at face value rather than questioning what I am saying. Yes, on regular occasions I also "reversed withdrawls" which has always been a problem for me as I have left the computer for a day and then the urge to gamble has come back again and before I know it I am online reversing the pending withdrawl.

Do you mind me asking who Mark is?

 

[DreamRJ]

Do you mind me asking who Mark is?

He works for 32red

 

[danchop]

Your last thread about another casino was started on the 5th of june,and from it you got all the info you needed about how self exclusion works.
A day or so later you blow 19 grand at 32red(whether all was deposit is another story)
You panic and beg for the money back,and if they do this you ask that your account be closed forever.
Then on 17th of june(gambling loss depression period over),you deposit at 32red knowing full well it shouldnt be possible because my account should be closed?When you lost this amount did you contact 32red and ask for a refund of deposit because as far as you knew it should not have been possible?
You carry on with the spree armed with the knowledge from your earlier thread,that if i lose.. i can get my deposits back because i have the evidence from my end to prove it...whilst all along praying for the big one to clear everything up and plus some for celebrations on hookers and good drugs..
Last night was the stroke that broke the camels back and you honestly think you have a case?
Maybe if you didnt have your previous thread as evidence for 32red to use,it may just have worked..
Im not saying youre a bad person,youre definately in a bad place atm and also desparate,clutching at straws or whatever...a few days will pass and youll come right again..the gambling depression is a relatively short affair
Contact your money source and send them an email similar to the one you sent 32red

 

[hypeamg]

Your last thread about another casino was started on the 5th of june,and from it you got all the info you needed about how self exclusion works.
A day or so later you blow 19 grand at 32red(whether all was deposit is another story)
You panic and beg for the money back,and if they do this you ask that your account be closed forever.
Then on 17th of june(gambling loss depression period over),you deposit at 32red knowing full well it shouldnt be possible because my account should be closed?When you lost this amount did you contact 32red and ask for a refund of deposit because as far as you knew it should not have been possible?
You carry on with the spree armed with the knowledge from your earlier thread,that if i lose.. i can get my deposits back because i have the evidence from my end to prove it...whilst all along praying for the big one to clear everything up and plus some for celebrations on hookers and good drugs..
Last night was the stroke that broke the camels back and you honestly think you have a case?
Maybe if you didnt have your previous thread as evidence for 32red to use,it may just have worked..
Im not saying youre a bad person,youre definately in a bad place atm and also desparate,clutching at straws or whatever...a few days will pass and youll come right again..the gambling depression is a relatively short affair
Contact your money source and send them an email similar to the one you sent 32red

I think that's really nasty, but you're entitled to your opinion.

 

[nikantw]

So the cause for the 1st thread was that the OP misread his bank statement? What about the bank pages from within the casino?

That makes me suspicious.

One thing I am sure of, the “send an email” method of SE, makes a casino a target for fraud.

 

[hypeamg]

Your last thread about another casino was started on the 5th of june,and from it you got all the info you needed about how self exclusion works.
A day or so later you blow 19 grand at 32red(whether all was deposit is another story)
You panic and beg for the money back,and if they do this you ask that your account be closed forever.
Then on 17th of june(gambling loss depression period over),you deposit at 32red knowing full well it shouldnt be possible because my account should be closed?When you lost this amount did you contact 32red and ask for a refund of deposit because as far as you knew it should not have been possible?
You carry on with the spree armed with the knowledge from your earlier thread,that if i lose.. i can get my deposits back because i have the evidence from my end to prove it...whilst all along praying for the big one to clear everything up and plus some for celebrations on hookers and good drugs..
Last night was the stroke that broke the camels back and you honestly think you have a case?
Maybe if you didnt have your previous thread as evidence for 32red to use,it may just have worked..
Im not saying youre a bad person,youre definately in a bad place atm and also desparate,clutching at straws or whatever...a few days will pass and youll come right again..the gambling depression is a relatively short affair
Contact your money source and send them an email similar to the one you sent 32red

Maybe.. just maybe if you were at a point in your life where you couldn't even leave the house and your body was so engulfed in fear, adrenaline and anxiety on a daily basis for the past 4 years as a prisoner of your own home, with a business that's too big to run working 16 - 18 hours a day, having just got divorced and having no one truly understand the complete torture you go through day in day out just wishing you were dead because you don't have the guts to do it yourself, maybe then, maybe just then... you'd fully understand.

Unfortunately there isn't a "cure", and I have tried everything for 5 years now but I constantly have to live with this and yes I used to drink to escape but then 3 years ago I had to completely give up because I would get anxiety attacks so bad in the morning that I would have to call a paramedic, so yes I gamble I am sorry, yes I know I shouldn't, yes I have tried gamblers anonymous, hypnotherapy, the doctor, literally more than you could imagine. I have tried whatever I can to get my mind out of the gutter and into a good place but unfortunately when I lose money I get scared and I chase it and then I end up losing it all. I don't know, people love to judge in this world I guess.

 

[Webzcas]

I do feel for you, I really do. I am sure most if not all on this forum have lost more than we wanted to at some point or other. I know I have. Working in this industry for some 17 years ( 5 years for an operator ), it can become all consuming. I have lost much more than I could have afforded in the past. I even have I am sure paid for one of the legs of Ed's racehorses in the past, before self excluding.

I truly do sympathise for your situation that you find yourself in. But I find it doubtful that the casino in this case will refund your deposits. Otherwise what is to stop other players requesting the same? I have had many instances whereby I wish I hadn't lost what I have had. But I have also had instances where I have enjoyed big wins.

You need help, that there is no question. You need to start by helping yourself and shutting down and closing any accounts you may have.

I am contacting Mark the rep direct to look at this thread.

 

[hypeamg]

I do feel for you, I really do. I am sure most if not all on this forum have lost more than we wanted to at some point or other. I know I have. Working in this industry for some 17 years ( 5 years for an operator ), it can become all consuming. I have lost much more than I could have afforded in the past. I even have I am sure paid for one of the legs of Ed's racehorses in the past, before self excluding.

I truly do sympathise for your situation that you find yourself in. But I find it doubtful that the casino in this case will refund your deposits. Otherwise what is to stop other players requesting the same? I have had many instances whereby I wish I hadn't lost what I have had. But I have also had instances where I have enjoyed big wins.

You need help, that there is no question. You need to start by helping yourself and shutting down and closing any accounts you may have.

I am contacting Mark the rep direct to look at this thread.

Just feel like I have had some kind of curse for the last 4 years, will lose the house now yet I don't think about that when I am gambling but it's ok for every second TV advert, facebook ad, and text message to constantly harass me telling me to gamble all the time, I just cannot get away from it at all

 

[Deeplay]

Hi as others said im sorry really am to hear about your very dire problems. But unless you stated clearly that you wanted SE (Self exclusion) before deposits you have little or no chance at getting the money back you lost. And I think you know enough about online gambling to know the difference between closing an account and SE! That dont wash with me sorry.

And sorry to say it but I have read you have had similar issues with other casinos so there is a pattern here. Deposit loose, look for a loop hole! I can guarantee if you get a refund you will only gamble it away again plus what ever else you have left , as your not dealing with the root causes. The money is gone, it does not belong to you anymore it is over. And what you need to do now is get gambling blocks on ALL your systems. Get help online and offline. Gamcare, GA and so on. And start dealing with the issues of what is by now for you an extreme gambling problem.

I dont even think you can consider responsible gambling. For you its all or nothing. Stop focusing on trying to get back what is lost, and focus on recovery and putting your life back together!

If 32red in the end decide in your favor fair dos, but it wont help you in the long run and soon enough you will do the same again.

Sorry if I come over as harsh but holding your hand on this aint gonna help you. Wish you the best no matter what though!

 

[petro]

It seems to me that OP done his part in informing the casino of the facts. How it was done; email or live chat, doesn't really matter.
I think OP should be entitled to a full refund for the period after he made it clear to the casino of the problem.

Mark the casino rep might be able to help, but I know they sometimes put up a fight when it comes to large amounts like 25k.
(25k might be enough to make 32Red litigious. They might argue that they obeyed all laws, and imo that's not good enough as we all know the difference between right and wrong.)

So I emailed basically telling them that I cannot control my gambling...
Casinos aren't mind readers. If you weren't clear in telling them about the problem, you may not get a refund.

It seems they are making it very hard for the player to self exclude.

My thoughts exactly. I think they make it hard because they don't want customers making rash decisions. But, that's not a good reason for making it hard.

Do you have evidence of explicitly stating that you have a problem on live chat BEFORE you went ahead and lost another 25k?

Yes, I would like to see the chat transcript as well. I'm sure OP could get his hands on it if he asked 32Red.
I just read the email OP wrote and he made it PERFECTLY CLEAR. The matter is pretty straighforward now; it's a 25k blunder by 32Red.
If I were OP I would even submit a PAB.

Hi hypeamg ,

Please read the PAB FAQ first, found here: PAB FAQs
To submit your PAB click here: PAB

Please note that this is a FREE service.

 

[hypeamg]

Hi as others said im sorry really am to hear about your very dire problems. But unless you stated clearly that you wanted SE (Self exclusion) before deposits you have little or no chance at getting the money back you lost. And i think you enough about online gambling to know the difference between closing an account and SE! That dont wash with me sorry.

And sorry to say it but I have read you have had similar issues with other casinos so there is a pattern here. Deposit loose, look for a loop hole! I can guarantee if you get a refund you will only gamble it away again plus what ever else you have left , as your not dealing with the root causes. The money is gone, it does not belong to you anymore it is over. And what you need to do now is get gambling blocks on ALL your systems. Get help online and offline. Gamcare, GA and so on. And start dealing with the issues of what is by now for you an extreme gambling problem.

I dont even think you can consider responsible gambling. For you its all or nothing. Stop focusing on trying to get back what is lost, and focus on recovery and putting your life back together!

If 32red in the end decide in your favor fair dos, but it wont help you in the long run and soon enough you will do the same again.

Sorry if I come over as harsh but holding your hand on this aint gonna help you. Wish you the best no matter what though!

I did when I contacted live supported on June 6th.

 

[hypeamg]

I did when I contacted live supported on June 6th.

Just tried to login to speak to live support about getting hold of the chat transcript but I cannot login now so they must be aware of it already. So, will just wait to receive a response.

 

[Deeplay]

I did when I contacted live supported on June 6th.

See your focus is only on getting back what you lost and not on the bigger issues and until you look at the bigger issues and deal with them you will continue to gamble, you will continue to loose and will probably loose everything ... unless you get help real help starting from today! All your attention and energy is in claiming back money you chose to gamble in the end. No one forced you. But its your choice of course.

You know within your self that if you did get money back , within a week or 2 when the pain of the last loss has eased (as it always does) you will find some other casino to gamble. And then ... repeat and rinse until your finally ready to take control and deal with this addiction head on.

Again I wish you well though.

 

[Webzcas]

Just tried to login to speak to live support about getting hold of the chat transcript but I cannot login now so they must be aware of it already. So, will just wait to receive a response.

32Red are aware of this thread. I believe you will get a response at some point later today once they have checked everything.

 

[incrediblestuff]

Just one thing came to mind reading this thread - you stated you had been drinking in the past, but stopped that - due to the consequences you experienced. If that is really the case, then i don't understand why you can or could not stop gambling, due to the consequences, which have already been proven to you in past experiences, specifically in relation to the other thread.

As for escaping gambling, being impossible, due to t.v. adverts etc. as you stated, i think your also just as often confronted with people drinking and partying on the t.v., if not more, I know it's easy to be seduced, but if you found the strength to stop drinking, which is both a physical and a mental addiction, you should be able to find the strength to stop gambling (i.m.o.) as that is 'merely' mental.

Whatever may happen here, i would urge you to follow some of the advice given here, and the other thread, and finally get some help where it counts: inform your bank, impose limits at the source, whatever is needed: there's gamcare and a lot of other tools, at least to prevent you from gambling online. As you say you are afraid to leave the house, that should solve a big portion of your ability to gamble at all.

As you have enough intelligence to start a successful business, i assume you can and will find these steps to be within your ability, so i would start today!

 

[greylady]

I have to take everything you say at face value and that being the case I wouldn't wish your compulsion on my worst enemy - addiction of any kind is a sickness and whether you are right or wrong in your actions is irrelevant, I would be more concerned with your mental health right now. If 32 Red do refund your money, you also have to show willing and maybe provide evidence that you have contacted your bank to block all gambling transactions - otherwise you will no doubt find yourself in the same situation having spent the money at another casino - would you be willing to do this?

I do wish you the best luck in the world, I wouldn't like to be in your situation and my heart goes out to you. Please take care of yourself first and foremost and every time you want to gamble, think of the consequences should you lose and look back at this thread to recall how you felt when you lost your money.

I know this is a public forum and sometimes you have to take the responses that you don't like with the ones that support you but your mental health already seems vulnerable and I don't want to add to that anguish.

 

[hypeamg]

I have to take everything you say at face value and that being the case I wouldn't wish your compulsion on my worst enemy - addiction of any kind is a sickness and whether you are right or wrong in your actions is irrelevant, I would be more concerned with your mental health right now. If 32 Red do refund your money, you also have to show willing and maybe provide evidence that you have contacted your bank to block all gambling transactions - otherwise you will no doubt find yourself in the same situation having spent the money at another casino - would you be willing to do this?

I do wish you the best luck in the world, I wouldn't like to be in your situation and my heart goes out to you. Please take care of yourself first and foremost and every time you want to gamble, think of the consequences should you lose and look back at this thread to recall how you felt when you lost your money.

I know this is a public forum and sometimes you have to take the responses that you don't like with the ones that support you but your mental health already seems vulnerable and I don't want to add to that anguish.

I can provide evidence and will do without a problem, on here also. Yes, I am not in a good frame of mind unfortunately and yes I want to avoid gambling again by all means, if I told you how many casinos I am self excluded from you would probably fall off your chair. As I am on mac and can't use the PC software I am going to find out from my internet provider if they can block any and all gaming/casino websites.

Yeah I am pretty vulnerable, it's not just gambling it's a whole host of things but if I can save losing my house and put the right measures in place then hopefully God willing I may be able to recover one day at a time. I know one thing for certain, this is the lowest it has got ever... I have never got to a point where I could lose my house, car, business etc but unfortunately now I am at the stage, and it's a hard lesson I just hope 32Red can somehow see that I tried my best both contacting them to self exclude on live chat, begging for my money back, telling them I have a SERIOUS addiction and telling them to lock me out forever.

 

[hypeamg]

Just one thing came to mind reading this thread - you stated you had been drinking in the past, but stopped that - due to the consequences you experienced. If that is really the case, then i don't understand why you can or could not stop gambling, due to the consequences, which have already been proven to you in past experiences, specifically in relation to the other thread.

As for escaping gambling, being impossible, due to t.v. adverts etc. as you stated, i think your also just as often confronted with people drinking and partying on the t.v., if not more, I know it's easy to be seduced, but if you found the strength to stop drinking, which is both a physical and a mental addiction, you should be able to find the strength to stop gambling (i.m.o.) as that is 'merely' mental.

Whatever may happen here, i would urge you to follow some of the advice given here, and the other thread, and finally get some help where it counts: inform your bank, impose limits at the source, whatever is needed: there's gamcare and a lot of other tools, at least to prevent you from gambling online. As you say you are afraid to leave the house, that should solve a big portion of your ability to gamble at all.

As you have enough intelligence to start a successful business, i assume you can and will find these steps to be within your ability, so i would start today!

The difference is I was never "addicted to drinking", I could have a couple of drinks to feel better in the evening and escape my problems for a while, but I never got to the point where "I had to drink" or I couldn't stop, it was just an occasional thing like everyone does to relieve stress really, but then that went because it caused me problems, where even a pint would affect me the next day. Ultimately it's a toxin for the body so when I am constantly in a hyper vigilant state (anxiety based) then it's no surprise really as I am always "checking in" sensations wise unfortunately.

 

[colinsunderland]

Im confused by all the hate towards the op here, i wonder if it would be the same if the complaint was against a less liked casino.

If the email is real then the op CLEARLY made 32red aware he had a gambling problem, that in itself should be enough to lock the account, it certainly would in a decent casino. The fact he stated he had a gambling addiction AND to close the account just makes it worse. If he also told live chat, then its worse again. The fact that 11 days later he could still login is pretty disgusting, assuming the info in the thread is true, and if it is then i hope 32red get hauled over the coals for it.

As to previous thread, the guy has an addiction. If soneone was addicted to crack you wouldnt say tough, you took some last week, no good crying about it now.