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

[nutnut]

I have to say I am disgusted by how the forum has responding to the opening poster, but sadly not suprising. Aside from Colin who decide to break away from forum group whitch hunt, most other people have weirdly been rather harsh and critical which boggles my mind.

I read one of you guys saying because he never used the words "self exclusion" 32red did not need to close his account? I honestly hope that person is joking or must have shares in 32red.

This guy contacted live chat stating he had a problem and wanted to be banned, that moment the live chat should have alerted someone to do this, right there they made the mistake themselves in not dealing with the problem. Asking someone with mental issues and a addiction to send a e-mail is a disgrace. Some of your attitudes to mental health issues is why stigmas exist.

How can you not understand a person with that much mental problems is not going to be stable enough to compose a e-mail asking for self exclusion, in HIS case he did e-mail stating he wanted it closed, and he had a gambling addiction.

If this is correct, he has every right to get back his deposits and 32red should be fine for openly allowing a addict to continue when he alerted them TWICE.

Please opening post make sure you get every penny back and more, and ignore this forum with it's usual 32red chanting of how wonderful they're.

You're fully in the right here if what you say happened. As for people judging him for not using the word self exclusion, you're a embarrassment to this forum for using this as a defence for 32red.

 

[miksaxxx]

..

25k is farth from 32red to One player . But if they need to pay , this would maybe bring samekind of cases. And then it isnt farth anymore

I understand that they need to go everything through.

 

[Deeplay]

I have to say I am disgusted by how the forum has responding to the opening poster, but sadly not suprising. Aside from Colin who decide to break away from forum group whitch hunt, most other people have weirdly been rather harsh and critical which boggles my mind.

I read one of you guys saying because he never used the words "self exclusion" 32red did not need to close his account? I honestly hope that person is joking or must have shares in 32red.

This guy contacted live chat stating he had a problem and wanted to be banned, that moment the live chat should have alerted someone to do this, right there they made the mistake themselves in not dealing with the problem. Asking someone with mental issues and a addiction to send a e-mail is a disgrace. Some of your attitudes to mental health issues is why stigmas exist.

How can you not understand a person with that much mental problems is not going to be stable enough to compose a e-mail asking for self exclusion, in HIS case he did e-mail stating he wanted it closed, and he had a gambling addiction.

If this is correct, he has every right to get back his deposits and 32red should be fine for openly allowing a addict to continue when he alerted them TWICE.

Please opening post make sure you get every penny back and more, and ignore this forum with it's usual 32red chanting of how wonderful they're.

You're fully in the right here if what you say happened. As for people judging him for not using the word self exclusion, you're a embarrassment to this forum for using this as a defence for 32red.

No one can make an assessment as to if someone has mental health issues aside from a medical professional. But he was clear enough to fight a similar issue with MT Secure trade last month and clear minded enough to post over on Ask Gamblers complaining about another casino a short time back.

Its not a witch hunt but i seen too many people come here, sobbing about the losses and using the SE thing as a weapon to reclaim losses. I have said it before and will say it again even if he does get refunded (who knows on that one yet) it wont resolve the problem and until the gambling addiction issues are dealt with he will continue to gamble sadly.

 

[danchop]

I have to say I am disgusted by how the forum has responding to the opening poster, but sadly not suprising. Aside from Colin who decide to break away from forum group whitch hunt, most other people have weirdly been rather harsh and critical which boggles my mind.

I read one of you guys saying because he never used the words "self exclusion" 32red did not need to close his account? I honestly hope that person is joking or must have shares in 32red.

This guy contacted live chat stating he had a problem and wanted to be banned, that moment the live chat should have alerted someone to do this, right there they made the mistake themselves in not dealing with the problem. Asking someone with mental issues and a addiction to send a e-mail is a disgrace. Some of your attitudes to mental health issues is why stigmas exist.

How can you not understand a person with that much mental problems is not going to be stable enough to compose a e-mail asking for self exclusion, in HIS case he did e-mail stating he wanted it closed, and he had a gambling addiction.

If this is correct, he has every right to get back his deposits and 32red should be fine for openly allowing a addict to continue when he alerted them TWICE.

Please opening post make sure you get every penny back and more, and ignore this forum with it's usual 32red chanting of how wonderful they're.

You're fully in the right here if what you say happened. As for people judging him for not using the word self exclusion, you're a embarrassment to this forum for using this as a defence for 32red.

i am going to ask you one serious question only,which day were you on really bad drugs?was it today with the above post or was it 6th of june when this comment was aimed at the same op in his previous thread?im hoping bad drugs is the case because schizophrenia is a serious mental health issue......

Quote Originally Posted by nutnut
You don't deserve a penny back, I hope you get nothing. You knew full well you was excluded yet YOU decided to sign up, YOU decided to deposit and because you lost you KNEW you was entitled to the money back.

I would be embarrassed to make this thread if I was you, but dignity and self respect doesn't seem to matter to you.

Everyone has problems in life, it is up to you to get them sorted. If you had won you would have been screaming to be paid, I do not like casinos but in cases like this I side with them.

 

[Jono777]

As I said many posts back, no make that many threads back, every man and his dog are using this "SE Loophole" when they land themselves in shit street and nothing personal but I believe that is exactly what we are witnessing here, again!

 

[dunover]

As I said many posts back, no make that many threads back, every man and his dog are using this "SE Loophole" when they land themselves in shit street and nothing personal but I believe that is exactly what we are witnessing here, again!

The matter is serious and I think it is irrelevant whether the OP is refunded or not - as I said earlier, the refund will just be more means to gamble somewhere else. Secondly, as I said before, posters conjecture "you wouldn't complain had you won" but that ignores the fundamental issue that people badly addicted never win, so it's a non-argument. They just spend until it's gone and seldom withdraw so never win. In fact, this is perfectly demonstrated in the OP's communication to 32Red where he states he was 19k before spunking it all back then more. If his text on 32Red via CS isn't proof he needed stopping from playing and fast, I dunno what is!! He should have been stopped at that point, then he came up against the convoluted and ridiculous SE process at 32Red which we all know about from before.

This 'SE Loophole' would not exist if the casinos did their job properly, or were made to by the UKGC. Example, if you are SE'd from Mecca games, try opening an account at sister site Grosvenor and see how far you get! On the other hand, do it at an EveryMatrix site and we know what happens....

It's all very well a licensee having a cheap and profitable side line in White Labels for example which are nothing more than flags of convenience, but with that should come some responsibility, i.e. cross-referencing sign-ups across all the casinos under the license, something which Cassava are now paying a huge sum out for failing to do. Hopefully EM will be next. Maybe the UKGC should make every casino have it's own license, or threaten to, then they'd poo themselves at the cost and soon 'discover' how to effectively ensure SE across the license/White Labels.

OK, a slight digression there as the cross-license SE is another issue, although related. This whole thread wouldn't be here if 32Red had not chosen to interpret the rules differently from 95% of other UKGC licensed casinos and decided not to have a one-hit SE button for simple instant automated account lock-out. They have the e-mail delay of up to 3 days (or 4 if a Bank Hol weekend) which to the desperate addict is far longer than they need to destroy themselves and bust every penny they have access to. This issue first came to light and was extensively discussed in April 2016, so over a year later it still prevails - neither they nor the UKGC have acted since despite both of these entities being fully aware of the problem.

One can only speculate as to why 32Red haven't installed this speedy SE system yet....

P.S. Has this been changed since 2016? I quit there after that TAB nonsense so when I last looked it was e-mail TAB and a convoluted series of screens to find the SE tool? Perhaps he went on CS because it was quicker?

 

[interlog]

As I said many posts back, no make that many threads back, every man and his dog are using this "SE Loophole" when they land themselves in shit street and nothing personal but I believe that is exactly what we are witnessing here, again!

If we take at face value what the OP said, then what he lost before he made 32red aware of his gambling problem should be money lost and never returned to the OP.

However, no matter what spin you put on it, once 32red was aware this player had problems (first via chat then via email), the account should have been closed forthwith and he should not have been able to make further deposits. Those deposits should be returned.

That is aside from the fact that the OP needs help with his problem and should share some responsibility too. But that doesn't stop 32red being responsible too.

I asked another casino to close my account permanently (not because of gambling problems) and 10 minutes later it was done. No questions asked just a simple reply email it was done.

That is how you run a proper casino.

 

[Jono777]

The matter is serious and I think it is irrelevant whether the OP is refunded or not - as I said earlier, the refund will just be more means to gamble somewhere else. Secondly, as I said before, posters conjecture "you wouldn't complain had you won" but that ignores the fundamental issue that people badly addicted never win, so it's a non-argument. They just spend until it's gone and seldom withdraw so never win. In fact, this is perfectly demonstrated in the OP's communication to 32Red where he states he was 19k before spunking it all back then more. If his text on 32Red via CS isn't proof he needed stopping from playing and fast, I dunno what is!! He should have been stopped at that point, then he came up against the convoluted and ridiculous SE process at 32Red which we all know about from before.

This 'SE Loophole' would not exist if the casinos did their job properly, or were made to by the UKGC. Example, if you are SE'd from Mecca games, try opening an account at sister site Grosvenor and see how far you get! On the other hand, do it at an EveryMatrix site and we know what happens....

It's all very well a licensee having a cheap and profitable side line in White Labels for example which are nothing more than flags of convenience, but with that should come some responsibility, i.e. cross-referencing sign-ups across all the casinos under the license, something which Cassava are now paying a huge sum out for failing to do. Hopefully EM will be next. Maybe the UKGC should make every casino have it's own license, or threaten to, then they'd poo themselves at the cost and soon 'discover' how to effectively ensure SE across the license/White Labels.

OK, a slight digression there as the cross-license SE is another issue, although related. This whole thread wouldn't be here if 32Red had not chosen to interpret the rules differently from 95% of other UKGC licensed casinos and decided not to have a one-hit SE button for simple instant automated account lock-out. They have the e-mail delay of up to 3 days (or 4 if a Bank Hol weekend) which to the desperate addict is far longer than they need to destroy themselves and bust every penny they have access to. This issue first came to light and was extensively discussed in April 2016, so over a year later it still prevails - neither they nor the UKGC have acted since despite both of these entities being fully aware of the problem.

One can only speculate as to why 32Red haven't installed this speedy SE system yet....

Agreed throughout!

We pretty much made very similar posts back in page 2 of this thread.

Another thing I wish to add (wish I'd stuck as I said and stopped out of this thread!) is that regardless of whether 32 Red should have done this, that or the other is that from the players side I feel that they've played away thinking along this route as a "Back up Plan" in case things (as they did) went south!

IMO the best outcome from this and multiple other instances along this subject is that this loophole or "Get out of jail free card" is closed and fast!

 

[danchop]

The matter is serious and I think it is irrelevant whether the OP is refunded or not - as I said earlier, the refund will just be more means to gamble somewhere else. Secondly, as I said before, posters conjecture "you wouldn't complain had you won" but that ignores the fundamental issue that people badly addicted never win, so it's a non-argument. They just spend until it's gone and seldom withdraw so never win. In fact, this is perfectly demonstrated in the OP's communication to 32Red where he states he was 19k before spunking it all back then more. If his text on 32Red via CS isn't proof he needed stopping from playing and fast, I dunno what is!! He should have been stopped at that point, then he came up against the convoluted and ridiculous SE process at 32Red which we all know about from before.

This 'SE Loophole' would not exist if the casinos did their job properly, or were made to by the UKGC. Example, if you are SE'd from Mecca games, try opening an account at sister site Grosvenor and see how far you get! On the other hand, do it at an EveryMatrix site and we know what happens....

It's all very well a licensee having a cheap and profitable side line in White Labels for example which are nothing more than flags of convenience, but with that should come some responsibility, i.e. cross-referencing sign-ups across all the casinos under the license, something which Cassava are now paying a huge sum out for failing to do. Hopefully EM will be next. Maybe the UKGC should make every casino have it's own license, or threaten to, then they'd poo themselves at the cost and soon 'discover' how to effectively ensure SE across the license/White Labels.

OK, a slight digression there as the cross-license SE is another issue, although related. This whole thread wouldn't be here if 32Red had not chosen to interpret the rules differently from 95% of other UKGC licensed casinos and decided not to have a one-hit SE button for simple instant automated account lock-out. They have the e-mail delay of up to 3 days (or 4 if a Bank Hol weekend) which to the desperate addict is far longer than they need to destroy themselves and bust every penny they have access to. This issue first came to light and was extensively discussed in April 2016, so over a year later it still prevails - neither they nor the UKGC have acted since despite both of these entities being fully aware of the problem.

One can only speculate as to why 32Red haven't installed this speedy SE system yet....

have you physically checked cause its there?
took me two minutes,i clicked on responsible gaming and this appeared.....

If you believe that you have a gambling problem you are urged to seek help and give consideration to using our Self Exclusion facility.

i then clicked on the icon and was too scared to click further because i sensed doing this may bring on sweats,cold chills,ghost pains,homophobia and a great sense of loss,oh and anxiety of course

 

[danchop]

If we take at face value what the OP said, then what he lost before he made 32red aware of his gambling problem should be money lost and never returned to the OP.

However, no matter what spin you put on it, once 32red was aware this player had problems (first via chat then via email), the account should have been closed forthwith and he should not have been able to make further deposits. Those deposits should be returned.

That is aside from the fact that the OP needs help with his problem and should share some responsibility too. But that doesn't stop 32red being responsible too.

I asked another casino to close my account permanently (not because of gambling problems) and 10 minutes later it was done. No questions asked just a simple reply email it was done.

That is how you run a proper casino.

i read and reread the email he sent,in my eyes its a desparate plea to have his money returned only or else his life is ruined(which i could relate to),i read that if 32red refunds his money he will do them a favour by allowing them to close his account.
nowhere does he admit he is a PROBLEM gambler,compulsive yes,addicted yes.
its soley sent to plea for a refund because of a bad night.

i cant comment on the live chat because its not there,but should a live chat graduate have the power to shut out his/her employers income based on a request from a user who is under duress,obviously due to a large loss incurred just prior..and who also may return the next day accusing the chat graduate that they misunderstood and why the fuck is my account closed?Sorry but that pressure and accountability should not have to be endured,unless thier salary and training befits a psychologist.

This ukcc that you english have need to implement a system for online casinos whereby if someone excludes themselves from a casino because they have a problem, and cant help themselves then banning yourself at one casino,bans you from the whole fucking lot that this organisation oversees,until thats done it bloody obvious self banning at one casino, is in no way what so ever helping a problem gambler end his/her addiction.Only at that ONE casino,well fuck me problem gamblers werent born yesterday and a few clicks later with your new welcome bonus pack,it starts again.Until that happens its fraud city played by both sides

 

[interlog]

i read and reread the email he sent,in my eyes its a desparate plea to have his money returned only or else his life is ruined(which i could relate to),i read that if 32red refunds his money he will do them a favour by allowing them to close his account.
nowhere does he admit he is a PROBLEM gambler,compulsive yes,addicted yes.
its soley sent to plea for a refund because of a bad night

Semantics. That email should have resulted in an immediate closure of the account.

Don't also forget the chat he had prior to the email.

If I ran a casino, after this email and chat I would treat this customer as "trouble" and would not want to deal with him. That is beside the fact that that email alone has all signs of a problem gambler and his account should be treated as such - closed forever whether he likes it or not.

 

[Harry_BKK]

I see we are "beamed" back to April 2016.

The latest LCCP came into effect on 6th April 2017 and the text has been changed, see highlighted section. How 32RED are still operating with only one part of that is certainly debatable.



The sections relating to this can be read here, starting page 49, particularly interesting is section 3.5.4, paragraph 5d:

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

This SE business is getting "messier" by the day!

 

[Jasminebed]

The plea for the refund should have been rejected, nor should he been offered a goodwill chip for his losses.

But the email clearly asked for the account to be closed forever, and stated both in the opening and closing that he was a compulsive and addicted gambler.

This should have lead to immediately putting a SE in place.

Deposits subsequent to this must be returned, if the dates are accurate, and the OP has not left out anything else.

You want to know why the same guy keeps having the same issues? He's a compulsive, degenerate, out of control addict. I'm not trying to shame you hypeamg, you have an illness and know it.

You should be glad you are dealing with 32Red.

It's actually a good thing for you that you will have to wait during an investigation. This gives you a great chance to have a little detox time, to put a plan in place with your bank to block gambling, make monies inaccessible, get yourself to a meeting and make and keep a psychiatric appointment. I know it will be difficult, go by ambulance if you have to, as I think you are at quite a bit of risk right now, and might benefit from a change in medication.

Self-exclude at more casinos. Attend a GA meeting, or at least phone and talk, and join an online support group.

You are a smart guy, and your past losses are just that, losses. You made it once, you can make it again.

I've been critical of how 32Red's SE policy is handles in the past, and here we have a case where the player does compy and somehow it does not get actioned on properly. This should be a good incentive to re-think how you handle them 32Red.

 

[Deeplay]

Thing is they are multiple issues here which have come into play.

It highlights 32reds inept and possibly in breech of the UKGC terms SE/RS settings. It should always have been a 1 or 2 click operation. Same as the likes of Trada, Royalpand, VS and many others do.

Then the OP desperate to claw back losses. Clearly a person who needs to get to grips with his addiction. Personally paying him back wont help. He will gamble it all away again. And I dont wanna see him paid actually as I think he is playing the system (probably not a popular view here but there you go) he should suck up the losses and start to get to grips with this.

Then finally just how much the UKGC Have made a mess of this , not making clear cut rules with ZERO ability to maneuver left or right. It should have been set so you are either compliant or you are not. Yet still we has this grey area which has given birth to a while new industry of the SE hunters (same as in the past we had the bonus / advantage play bonus hunters)

The casinos that do not have a clear cut easy to system for a player to be in FULL control of there own experience and the UKGC are responsible for this mess. And until it is properly addressed (I doubt anyone at UKGC HQ is listening) we will continue to see this kind of thing happening.

If it is foul play by 32red then woe unto them, but honestly a company as big as 32red should know better that to even have the remote possibility of opening themselves up to this kind of bullshit.

Bad all round.

Finally to the OP he may think im bashing him. Im not I actually feel sorry for the guy, but he is not helping himself and until he does he will continue to loose his shirt and probably every thing else. Why do I know that ? cause one time way back I was him almost! .......

 

[interlog]

I see we are "beamed" back to April 2016.

The latest LCCP came into effect on 6th April 2017 and the text has been changed, see highlighted section. How 32RED are still operating with only one part of that is certainly debatable.

View attachment 79904

The sections relating to this can be read here, starting page 49:

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

This SE business is getting "messier" by the day!

So, taking what the OP said:

When I spoke to the operator on live chat, I made them aware I had a gambling problem and told them I needed to self-exclude immediately. At the time I got quite upset and angry because they told me the only way they could do this was on email, and this was after I spent 20 minutes on the website trying to find out how to self-exclude within the my account settings without any joy.

as granted, then 32red should do the right thing and refund the £25k.

 

[danchop]

have any of you accessed the 32 red website in the last 24 hours before pressing keys and had a look for yourselves?

 

[interlog]

Thing is they are multiple issues here which have come into play.

It highlights 32reds inept and possibly in breech of the UKGC terms SE/RS settings. It should always have been a 1 or 2 click operation. Same as the likes of Trada, Royalpand, VS and many others do.

Then the OP desperate to claw back losses. Clearly a person who needs to get to grips with his addiction. Personally paying him back wont help. He will gamble it all away again. And I dont wanna see him paid actually as I think he is playing the system (probably not a popular view here but there you go) he should suck up the losses and start to get to grips with this.

Then finally just how much the UKGC Have made a mess of this , not making clear cut rules with ZERO ability to maneuver left or right. It should have been set so you are either compliant or you are not. Yet still we has this grey area which has given birth to a while new industry of the SE hunters (same as in the past we had the bonus / advantage play bonus hunters)

The casinos that do not have a clear cut easy to system for a player to be in FULL control of there own experience and the UKGC are responsible for this mess. And until it is properly addressed (I doubt anyone at UKGC HQ is listening) we will continue to see this kind of thing happening.

If it is foul play by 32red then woe unto them, but honestly a company as big as 32red should know better that to even have the remote possibility of opening themselves up to this kind of bullshit.

Bad all round.

Finally to the OP he may think im bashing him. Im not I actually feel sorry for the guy, but he is not helping himself and until he does he will continue to loose his shirt and probably every thing else. Why do I know that ? cause one time way back I was him almost! .......

But the new rules (as stated by Harry) have made it a little easier for the punter because a simple contact with customer services (that he did via chat) should have resulted in no further deposits. The punter doesn't have to use the online facility irrespective how easy or difficult that is to find at a casino.

Refunding the £25k will indeed most probably result in it being spunked away at another casino by the OP but that is not the point here. The point here is the lack of action 32Red appears to have taken. And for that they ought to pay.

All of this, of course, that there is no more to this that we are not aware of.

 

[Deeplay]

But the new rules (as stated by Harry) have made it a little easier for the punter because a simple contact with customer services (that he did via chat) should have resulted in no further deposits. The punter doesn't have to use the online facility irrespective how easy or difficult that is to find at a casino.

Refunding the £25k will indeed most probably result in it being spunked away at another casino by the OP but that is not the point here. The point here is the lack of action 32Red appears to have taken. And for that they ought to pay.

All of this, of course, that there is no more to this that we are not aware of.

Yup agreed .... and 32red should have it easy right there to SE without even the need to go through support. But they dont ... its a mess. As for if anything should be refunded or not im going wait to see what 32red have to say on this. Call me a skeptic but I seen it too many times where we see only one side of the story which many fall for only to find out in the end the full picture of what was a bucket of swill and BS.

 

[Harry_BKK]

have any of you accessed the 32 red website in the last 24 hours before pressing keys and had a look for yourselves?

I went through the process until this step. Last year it was leading to the request of the SE form which would be sent to the email registered with 32RED but not the actual activation of the SE. TBH, didn't have the "guts" to click on "here" to continue as 32RED is my one and only place I play download MG games. Hence, I do not know if the next step is now indeed activating the SE. Anyone who wants to try?

 

[interlog]

i cant comment on the live chat because its not there,but should a live chat graduate have the power to shut out his/her employers income based on a request from a user who is under duress,obviously due to a large loss incurred just prior..and who also may return the next day accusing the chat graduate that they misunderstood and why the fuck is my account closed?Sorry but that pressure and accountability should not have to be endured,unless thier salary and training befits a psychologist.

It is simple, punter says he has a gambling problem and wants to self exclude / close account then just press that button. If the punter complains afterwards about it, then tough shit.

We're talking about a multi billion pound industry here and they should and ought to provide correct training to their staff and pay them appropriate wages. If they don't do this, then it will only result in cases such as these which could in the long run ruin the Company, based on reputation alone (if the media gets hold of stories such as these).

Edit: I did the same at another casino, asked for the account to be closed which was done immediately. Regretted it afterwards and asked for it to be reopened only to be told no can do.

 

[nutnut]

i am going to ask you one serious question only,which day were you on really bad drugs?was it today with the above post or was it 6th of june when this comment was aimed at the same op in his previous thread?im hoping bad drugs is the case because schizophrenia is a serious mental health issue......

Quote Originally Posted by nutnut
You don't deserve a penny back, I hope you get nothing. You knew full well you was excluded yet YOU decided to sign up, YOU decided to deposit and because you lost you KNEW you was entitled to the money back.

I would be embarrassed to make this thread if I was you, but dignity and self respect doesn't seem to matter to you.

Everyone has problems in life, it is up to you to get them sorted. If you had won you would have been screaming to be paid, I do not like casinos but in cases like this I side with them.

You can band about different insults or mental illness at me, but I choose to react different to his thread as he clearly does have a problem, the thread you refer too I felt your typical "lost my money, I want it back" thread.
I can be as harsh as anyone on people like this. But in his case, he asked TWICE to be banned, they did not so he is owed back his money. Simple!

As for you, you have spent the day and evening posting with anger and resentment at the opening post. you clearly live a unhappy life if you get off on putting this guy down all evening. So crawl back under your rock.

 

[nutnut]

It is simple, punter says he has a gambling problem and wants to self exclude / close account then just press that button. If the punter complains afterwards about it, then tough shit.

We're talking about a multi billion pound industry here and they should and ought to provide correct training to their staff and pay them appropriate wages. If they don't do this, then it will only result in cases such as these which could in the long run ruin the Company, based on reputation alone (if the media gets hold of stories such as these).

He is clearly a troll, I wish people would not engage with him.

It is as simple as you said. No debating about it.

 

[Deeplay]

I went through the process until this step. Last year it was leading to the request of the SE form which would be sent to the email registered with 32RED but not the actual activation of the SE. TBH, didn't have the "guts" to click on "here" to continue as 32RED is my one and only place I play download MG games. Hence, I do not know if the next step is now indeed activating the SE. Anyone who wants to try?

View attachment 79905

I would ..... as I dont play often at 32red .... but ..... I still like to keep my account open ..... as every so often I do give them a few deposits. What indeed lays behind that door ? easy to find out ask Mark 32red he will clear it up

 

[danchop]

Semantics. That email should have resulted in an immediate closure of the account.

Don't also forget the chat he had prior to the email.

If I ran a casino, after this email and chat I would treat this customer as "trouble" and would not want to deal with him. That is beside the fact that that email alone has all signs of a problem gambler and his account should be treated as such - closed forever whether he likes it or not.

Well this is where you and i disagree,if you were cs youd close his account because it certainly appears hes about to lose his house etc.
I would on the other hand not close the account because its main focus is to give an upset customer a break in life and refund his loss,i would reply however and wait for his response to that.
We still dont have the missing link or links though and the fact 32red has a self exclusion tool(how long its been there i dont know)
One thing is for certain,if he was about to lose the house on the 6th june over a lost 19000 grand,the 25000 grand he lost a week or so later,was what?like wasnt he spose to be broke a week or so ago?
well he fooled you i guess

 

[interlog]

Well this is where you and i disagree,if you were cs youd close his account because it certainly appears hes about to lose his house etc.
I would on the other hand not close the account because its main focus is to give an upset customer a break in life and refund his loss,i would reply however and wait for his response to that.
We still dont have the missing link or links though and the fact 32red has a self exclusion tool(how long its been there i dont know)
One thing is for certain,if he was about to lose the house on the 6th june over a lost 19000 grand,the 25000 grand he lost a week or so later,was what?like wasnt he spose to be broke a week or so ago?
well he fooled you i guess

He asked for the £19k back. That should have resulted in a simple "sorry, no can do and see you later alligator you aren't playing at our casino any longer; go and seek help for the gambling problem you admitted to having, here are the links to some charities that can help"

But that is not what happened isn't it. They let him deposit some weeks later.

And that is the point that you appear to be missing.

Forget about how he got the money and that he has to share some responsibility too. This is about a casino letting the OP deposit when according to their license they shouldn't have let him do.