32red Bonus query

[shjcard]

Me no understand. Can someone advise me what has happened to me on 32RED.

I deposited £25 yesterday and used all my power on the funfair and got £37.50 bonus. I then played for hours and lost all the money and bonus and it was down to nil.

Today, I deposited £25 got no bunus but checked the bottom left hand corner and it showed

Cash gbp 0
bonus 25
----
credits 25

I thought what the hell I will play it off and close the account as I thought that the bonus was dead after you have played it down to zero. But I won on IR 80 odd pound so I checked the bottom and it npw says

Cash gbp 45
bonus 45
---
90

Help!!!!!!!!!!!!!!!!!!!!!!!

 

[Tirilej]

Have you talked to support?
I'm sure they will help you out in just a few minuts.
That's how good they are
...so off you go

 

[est129]

Maybe you left some small ammount at your bonus deposit yesterday after finishing (for example 0.02 Balance) ?

 

[Mark_32Red (retired acct)]

Hi Guys,

I think Neuro is right, either that or an unfinished game. Live chat (

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

) will be able to solve quickly - or PM me your account number an I'll check when back in the office tomorrow morning.

Cheers
Mark

 

[shjcard]

I did not leave a balance as I checked it out and it was zero when I started. Thanks anyway.

 

[Mark_32Red (retired acct)]

I did not leave a balance as I checked it out and it was zero when I started. Thanks anyway.

In that case, it must be an unfinished game - can I ask that you speak to support or PM your account number please?

Regards,
Mark

 

[Jasminebed]

Please contact Live Chat. I'm sure they can sort this, it's happened to me, at 32Red and other MGs. 32Red however gives their CSRs enough training and authority that they can sort it for you in real time, instead of having to kick it to another department for action (and the ensuing delay).

 

[Mark_32Red (retired acct)]

@shj,

Check your PM, should all be sorted - unfinished game seemed to be the issue after all.

Please let me/support know if you have any further issues, sorry for the inconvenience.

Regards,
Mark

 

[vinylweatherman]

@shj,

Check your PM, should all be sorted - unfinished game seemed to be the issue after all.

Please let me/support know if you have any further issues, sorry for the inconvenience.

Regards,
Mark

It is often the case, but there have been a few instances where no unfinished games have been traced, yet the problem has still arisen.

If you leave a non zero balance that is very small, a fresh deposit should cancel the bonus even though the balance is not exactly zero. I expect one major cause of unfinished games is where the casino disconnects the player and they don't think their bet was accepted, or has finished the game, but the server has not received the instruction (such as "fold" on an unplayable table poker hand). There is even the chance that the bet prior to a disconnect on a slot awarded the bonus round, but all the player saw was the reels spinning endlessly followed by a "casino error x" disconnect.

Certainly, in these cases the player does not know they have an unfinished game until they complain about their next deposit turning to bonus. In this case the unfinished game must have happened 2 bonuses ago, since the bonus balance was 45, but the earlier session's bonus was only 37.50 This makes it harder for the player to figure out which game it is, as they may only check games played in the last session before noticing the problem and then conclude they have no unfinished games.

MGS seem to have now solved this problem by means of having the "pitboss" application inform players of any unfinished game when they log on. MGS have not rolled this out to all casinos yet, so should hurry up and do so as this is quite a common problem with the Clearplay system.

 

[shjcard]

Mark has resolved this problem. Lovely boy.

 

[Nifty29]

Just a reminder for any newbies reading:

Make sure to contact support FIRST before contacting the rep, as they are not the first point of contact. Reps are here to assist when the usual channels of support do not resolve an issue.

Kudos to Mark for your patience and assistance.

 

[chayton]

That Mark is pretty awesome, he responds to player problems on here even on his days off! I hope they're paying you really well Mark!