32RED..Bonus issue: resolved

imkellye

Dormant account
PABnoaccred
Joined
Nov 28, 2005
Location
Monterey California USA
Ok here goes..trying not to "bitch" but I am hoping someone can help me out there..First of all I really like to play at 32red. Depositing there is a BIG hassle for me. They dont take any credit cards from the US. So the only way i can play is if I fund thru neteller. I only get money into neteller when i win and withdraw to it..so..anyways..I won the other day and I took 150 and deposited it into 32red and played. I always get emails regarding the monthly match bonus up to fifty etc..I played for a bit, lost it and then went into live support and asked about the fifty dollars..they refused to give it to me saying that i needed to notify them before playing any of the deposit..They told me that had warned me before...however i dont ever remember having a problem with them in the past regarding this..They refused - no if ands or buts about it. I was so mad i told the person to close my acct. It is still bothering me and i wasnt going to write this but i was reading all the other complaints about their customer service, I decided to go ahead and do it. I play alot on line. I deposit at least 1000 a month. I have never been encountered such a rude live support person at any casino!( well maybe one or two LoL)....My acct number is (or should i say was) (removed).

thanks for listening..
Kellye
 
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Macgyver

Dormant account
PABnononaccred
Joined
Feb 3, 2004
Location
North Carolina
First, take the account number out of your post if you still can. Just begging for someone to do something unsavory with it.

Second, from their T&C:

The Monthly Match cannot be claimed as a Welcome Bonus. Players must claim and receive their Monthly Match before they start playing with their deposit. Requests for the bonus once players have started wagering their deposit will be rejected.

Pretty clear that you have to ask for the bonus before you gamble with your deposit.

Third, why not PM Ed Ware or Pat about this and see if you can come to a mutual agreement with them before "bitching"?
 

Pinababy69

RIP Lisa
Joined
Oct 15, 2004
Location
Toronto, Ontario - Canada
Absolutely agree Mac, the terms are crystal clear, you have to claim prior to playing. However, that being said, a simple PM to Pat or Ed would have cleared this up within minutes of their receiving it I'm sure.
 

liquuid_fusion

Meister Member
PABaccred
PABnorogue
PABnononaccred2
Joined
Nov 6, 2005
Location
UK
This term doesn't seem to be followed at least some of the time - i've been credited the monthly match before after crashing out on my deposit.
 

imkellye

Dormant account
PABnoaccred
Joined
Nov 28, 2005
Location
Monterey California USA
Well, I cant take my acct number out of my post..Ive posted my acct number and have never had a problem before..Ill just have to cross my fingers and hope that no one tries anything...
as far as me Pm'ng Pat or Ed, I looked around the forum and to be honest, I couldnt see if they were on or not..(lack of knowledge on my part)I was hoping that one of them would read my post and maybe help me..
You are right, it is posted, but that term is an odd one, dont you think? I haven't had any other casino refuse a bonus based on that rule. Keep in mind, i did deposit 150$, I wasn't trying to do anything underhanded etc...and I have received the bonus before, without notifying them beforehand, so it is "possible". I would've been a more "regular" player there, if only we could deposit with credit cards from the U.S. and i know I would've remembered this rule if I didn't play here but a few times each year. That's my "excuse" and I'm sticking to it!! HAHA
But, honestly, the reason I was ever interested in playing there is because of the good relationship they have with this group. I figured "these guys are ok". So yes, it is my fault for not reading the terms on their web page. I guess I was surprised that they wouldn't work with me on it and the way I feel i was treated when I went to their live support. Thanks for your input!
Kellye
 

Macgyver

Dormant account
PABnononaccred
Joined
Feb 3, 2004
Location
North Carolina
imkellye said:
I guess I was surprised that they wouldn't work with me on it and the way I feel i was treated when I went to their live support. Thanks for your input!

Again, PM Ed or Pat and they may be able to do something.

I'm not promising anything because it's ultimately up to them, but at least you'll have the ability to plead your case to a higher level than live support.
 

tennis_balls

Dormant account
Joined
Mar 18, 2006
Location
Albuquerque, NM
i'll be blunt....i don't think they should grant you the bonus now

there's an obvious reason for making a player claim the bonus ahead of play.....it clarifies that you are accepting the bonus and agree to the WR terms.

if you can't get along with the reps at 32Red, you shouldn't be gambling
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Hi imkellye,

If you look on the main navigational tool bar, you'll see "Casino Contacts"
https://www.casinomeister.com/forums/groups/

This is where all of the casinos and poker rooms that have representatives in the forum are listed. Scroll down or do a "find on this page" search for 32Red and you'll find a number of reps.
Pat (Operations Director) visits daily as does their CEO Ed Ware. I'd recommend PMing Pat with a complaint, but I don't think you have something to complain about here. It's true - you have to agree to accept a bonus before they will put it into your account.

You can PM Pat here:
https://www.casinomeister.com/forums/members/
 

paul02085

Dormant account
Joined
Jan 29, 2002
Location
USA
32Red did nothing wrong here so you shouldnt complain. They wont even give me the monthly match (guess i have won too much with bonus) but i asked up front.
 

Linus

Dormant account
Joined
Feb 26, 2005
Location
TX
I'm just guessing here, but I suspect the folks at 32Red will be very pleased at the chance to make things right with Kellye.

Kellye, could you let us know how things turn out for you?
 

pacers31

Banned Used - Repetitive violations of <a href="ht
Joined
Jan 19, 2006
Location
Californication
Just curious, can anyone tell me why it should matter whether you contact them first? If the promo is out there, why not do the customer friendly thing and just credit the bonus to all who received the offer?? Seems like hair splitting to me. I know that is their T&Cs, but seems kind of bad PR on their part if you ask me.
 

tennis_balls

Dormant account
Joined
Mar 18, 2006
Location
Albuquerque, NM
pacers31 said:
Just curious, can anyone tell me why it should matter whether you contact them first?

I'm just guessing, but they probably found this system to be the best way to ensure there is no question as to whether a player accepted the bonus or not.

All casinos with bonuses run into the problem of players who take a bonus and then want to cash out prior to meeting the WR. Then if the player says: "but I didn't even claim a bonus?" they risk alienating a new player by enforcing the rules.
 

imkellye

Dormant account
PABnoaccred
Joined
Nov 28, 2005
Location
Monterey California USA
Well Thank You to those of you that suggested I PM Pat. I did just that and he was more than happy to rectify my situation. He made me very happy.
So...The situation has been resolved.

Thanks again!
Kellye
 

Vesuvio

Dormant account
Joined
Apr 22, 2004
Location
UK
pacers31 said:
Just curious, can anyone tell me why it should matter whether you contact them first? If the promo is out there, why not do the customer friendly thing and just credit the bonus to all who received the offer?? Seems like hair splitting to me. I know that is their T&Cs, but seems kind of bad PR on their part if you ask me.
Actually my pet theory is that making players contact them before getting a bonus is great PR. Otherwise there wouldn't be a reason for 99% of players ever to use their customer service. As it is people come away saying "gee, that was quick", even though it would have been quicker if they'd just got the bonus automatically :)

I think it goes a long way to explaining the feel-good factor a lot of players seem to get playing there. Please note that's an observation, not a criticism ;)
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
pacers31 said:
Just curious, can anyone tell me why it should matter whether you contact them first? If the promo is out there, why not do the customer friendly thing and just credit the bonus to all who received the offer?? Seems like hair splitting to me. I know that is their T&Cs, but seems kind of bad PR on their part if you ask me.
Actually, it protects the casino from being accused of planting unwanted bonuses with play-through requirements in players' accounts. All casinos should be doing this. There are a number of casinos that have automatic bonuses (Vegas Partners for example), and you need to opt out from these if you no longer want them.

There have been probably hundreds of complaints from players who receive bonuses that they do not want from various casinos. Requesting permission from players to add bonuses makes good common business sense.
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
pacers31 said:
Just curious, can anyone tell me why it should matter whether you contact them first? If the promo is out there, why not do the customer friendly thing and just credit the bonus to all who received the offer?? Seems like hair splitting to me. I know that is their T&Cs, but seems kind of bad PR on their part if you ask me.

To prevent 'advantage players' from taking advantage of the casino. If the bonus were to be credited automatically after say, 2 hours the player would have the option to decline it. Some players will play this freely, safe in the knowledge that they still have the bonus to continue trying if they lose. If they win, they will just say that they will cash out and they did not intend to have a bonus and hence no wagering requirements.

So that's it. If you dont ask them to contact you first for a bonus, you expose yourself to 'advantage players' and either let the player win with his deposit or if he loses, he gets a second chance.
 

silcnlayc

Just one more spin pleez!
PABaccred
PABnonaccred
Joined
Sep 20, 2005
Location
Left Hungary
Ok, I went and ventured into the bonus land once again...against all my senses saying STAY AWAY... :eek:

Well, I read the T&C"s and yup, it says please contact customer support after making deposit but before playing to receive your monthly match bonus. :what:

So I deposited and connected with the live support all the while I was in the casino (had a link to use for this and was very easy) and the lady asked what I needed , said I wanted to claim the monthly match bonus (was really hard to say these words, for I dislike ANY bonus at all), and she asked if I had an invite and I said yes (get one every month but try never to use it) , she then asked my account #, waited a few seconds and said all taken care of... :thumbsup:

Ok.....um....hmmmmmmmmmm.........tooo easy..........watcha tryin to do 32Red??? get me hooked????.....Wayyyyyyyyyyy to easy........ hmmmmmmmm... :rolleyes:

Got my funds over $400 and met wagering requirements easily........hmmm...feeling guilty taking thier money...now going to back to play some more and to see if they want thier money back.. :D
 

lydia

Dormant account
Joined
Sep 3, 2005
Location
Europe
silcnlayc said:
Ok, I went and ventured into the bonus land once again...against all my senses saying STAY AWAY... :eek:

He-he, my philosophy on bonuses! :thumbsup:

I too received an e-mail about €50 monthly bonus, I just antwortet that e-mail and got the bonus very quickly, but blew it out in 20 minutes...:(

What did you play so you could meet W/R easily? I just don't have luck with bonuses, no matter where I play...
 
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silcnlayc

Just one more spin pleez!
PABaccred
PABnonaccred
Joined
Sep 20, 2005
Location
Left Hungary
What did you play so you could meet W/R easily?
I went to my most favorite game, The lady's in the lake :D (@$2.00).....hit bonus round..left (always leave after hitting a bonus round)

...went to the new elfs game (@$3.00) hit bonus round and hit the bunnies in the hat twice...left..went to the ladies of the night(@$2.25)..hit bonus round..left...

went to Thor (@$2.25)....he was wonderful, retriggered 3 times on first bonus round....left..went to Spring break (@$2.25..hit bonus round..left..

went to Harveys...and he almost starved me to death :mad: ...didn't get the bonus round by $50 invested at $2.50....left...went to Loaded (@$2.50) and lost another $50 left really fast :mad: ... and made my rounds again..was great!:D Got it over $650!! ......hmmm...
 
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