Casino Complaint 32red club rouge FOR LIFE

[mac72]

For some reason I never got married

I still say that you're wrong though because the rules was there from the beginning for them to change if they felt needed.
I would probably be just as upset as you if I got that email.

I still suggest you take it easy and try and communicate in a nice way with them. Being nice and polite can take you wherever you want to go.
Being the opposite or making demands will not...

If your ever getting married pass me the email of your fiance so i can forewarn him/her with a copy of this thread!!!!!!!!!
The rule you are referring to is completely unenforceable if its purpose is simply to allow one side to do whatever they like regardless of what agreements are in place.Please think about it, a rule of that nature would mean that anytime any casino you played with could refuse you any cashout for any reason without recourse.As i said before just because someone incorporates it in their t+c's dosen't necessarily mean it has any value.

 

[Tirilej]

If your ever getting married pass me the email of your fiance so i can forewarn him/her with a copy of this thread!!!!!!!!!
The rule you are referring to is completely unenforceable if its purpose is simply to allow one side to do whatever they like regardless of what agreements are in place.Please think about it, a rule of that nature would mean that anytime any casino you played with could refuse you any cashout for any reason without recourse.As i said before just because someone incorporates it in their t+c's dosen't necessarily mean it has any value.

It has all value that is needed. Remember that this is not about a cashout being denied. It's a promotion they don't feel you're entitled to anymore.
It's a huge difference.

This place is fair and the people behind it really are doing their best to be fair to everyone, and be generous. But it's still a business.

I wanted to try and make you see it in a different way. I didn't succeed, but at least I tried.

 

[mac72]

It has all value that is needed. Remember that this is not about a cashout being denied. It's a promotion they don't feel you're entitled to anymore.
It's a huge difference.

This place is fair and the people behind it really are doing their best to be fair to everyone, and be generous. But it's still a business.

I wanted to try and make you see it in a different way. I didn't succeed, but at least I tried.

It has all the value that is needed - IF YOU BELIEVE THAT ANY OPERATOR CAN TREAT YOU WHATEVER WAY THEY LIKE AND YOU HAVE NO RECOURSE.

It is a promotion which INDUCES play and it is not for them to feel that i'm not entitled to it anymore when it is for LIFE.

It is not about a cashout i was trying to make you see it in a different way and show you that they cannot retrospectively apply terms to an agreement that had a defined time period and by definition would over ride any other time period being applied that did not have the consent of both parties.You said it yourself it's a business and businesses have rules to abide by.

 

[Tirilej]

It has all the value that is needed - IF YOU BELIEVE THAT ANY OPERATOR CAN TREAT YOU WHATEVER WAY THEY LIKE AND YOU HAVE NO RECOURSE.

It is a promotion which INDUCES play and it is not for them to feel that i'm not entitled to it anymore when it is for LIFE.

It is not about a cashout i was trying to make you see it in a different way and show you that they cannot retrospectively apply terms to an agreement that had a defined time period and by definition would over ride any other time period being applied that did not have the consent of both parties.You said it yourself it's a business and businesses have rules to abide by.

You're really stubborn!

Put it this way then. If you have put a lot of money in...and you still are...Then how come they are willing to lose you?
Are you maybe as stubborn when asking them about...well whatever it is you want?
Are you someone that is difficult to talk to?
Are you rude and demanding?

I'm trying to see the reason behind their decision, and if it's not about money then you have to ask yourself what the real reason are.
Are you a person that value a good relationship or are you a PITA to deal with?

 

[mac72]

You're really stubborn!

Put it this way then. If you have put a lot of money in...and you still are...Then how come they are willing to lose you?
Are you maybe as stubborn when asking them about...well whatever it is you want?
Are you someone that is difficult to talk to?
Are you rude and demanding?

I'm trying to see the reason behind their decision, and if it's not about money then you have to ask yourself what the real reason are.
Are you a person that value a good relationship or are you a PITA to deal with?

I already posted early in this thread a communication with Jonathan from 32red which happened last month.I believe that answers all your queries above

 

[hoff1985]

I only flipped through this thread hope i didn't miss anything.

IMHO even if i know that "for life" can be changed anytime of course i would stop playing if they will send me the same e-mail. for the folloeing reasons:

1.) What does it hurt them soo bad to have you in "for life" status?
2.) They decided on one point to give you a "for life" status, so they mist be have taken into consideration that your gambling habits could change and still they wanted to give younghe message: you're a club rouge member for life.
3.) although they are still an incredible operator, they are not without competetors... There are MG casinos that pay way faster then 32Red. If they take away their good bonuses by throwing people out of club rouge etc, they will loose players fast to other reliable MG casinos.

I don't get it why they're doing those changes, just don't get it.

I HOPE that casino itself stays as good as they were. i recommended 32Red to many people around me including family, and if they start eithh more actions like this, this would be incredibly dissappinting for me, as i was sure that i can recommend this brand to anyone.

Let's see. I haven't received an e-mail so far. I just really hope it doesn't go downhill from here...

PS: What aslo bothers me is that the great rep doesn't explain everything here in the forum, as both reps were so active and "second to none" before.

 

[mac72]

Just received from 32red:

Hi XXXX,



I hope you are well.



I can see you have emailed both Ed and Pat displaying your displeasure with this decision and I’m sure you’ll receive a response in due course. This decision has not been taken lightly and taken at a business level, with this in mind we will do our utmost to provide you with answers to your questions and provide information you seek.



In response to this email XXXX, we do not agree with your assessment of this as ‘fraudulent misrepresentation’. The ‘for life’ wording displayed in the loyalty section was part of the mechanics of the loyalty software we brought in back in February 2012. In line with forth coming regulatory changes we are upgrading many different parts of the software and as a result the cosmetics of the loyalty tier page in the client changed. We have always reserved the right to restrict eligibility to Club Rouge, this has been stipulated in the Terms and Conditions of Club Rouge since it’s inception.



Following this email I notice a further request for information which you sent asking for clarification on 6 points and have provided my feedback to these in red text below:



1) At what date did i join the casino

[07/09/2005]


2) At what date did i become Club Rouge

[16/02/2006]


3) Was the status given to me 'Club Rouge for Life'

[No]


4) If the answer to 3 is yes please advise if you are dead as i can confirm i am not


5) You say that accounts are reviewed quarterly can you please advise for each quarter since i attained club rouge status my i) deposits ii)withdrawals iii) turnover iv) days active out of days available (I only want to see it ,it does not change my position that life means life)

[most of these stats can be obtained for you, but I’m sure you would understand it will take a while for us to compile this volume of data. Given the decision was made on the back of Q3 2014 review, I’ve attached stats these stats for now, please confirm if you would like us to provide the same data for each Quarter since registering your account.]

6) have i now or at anytime since i joined been in breach of ANY of the casino's rules and regulations

[Not breached rules or regulations, what has happened is that we has decided to invoke point 4 of the Club Rouge Terms & Conditions]

In closing XXXX, whilst I understand this is frustrating, the decision to remove your Club Rouge status is final. We perhaps optimistically hope that this hasn’t soured your opinion of the casino too much and will continue to montitor your gaming if you do.

Kind Regards,

Jonathan
Player Support Manager
32Red
Second to None

We are available to chat instantly 24/7 click here

 

[mimi26]

Ok I dont take much notice to Club rouge, so can someone please tell me what the benefits are compared to a non club rouge member?, I am club rouge but to be honest never really noticed much difference apart from the birthday chips

 

[Tirilej]

Ok I dont take much notice to Club rouge, so can someone please tell me what the benefits are compared to a non club rouge member?, I am club rouge but to be honest never really noticed much difference apart from the birthday chips

Then you maybe should visit their homepage and read about it. It is a big difference, but it is possible to live without it

 

[mac72]

here are the figures for q3

 

[vinylweatherman]

Ok I dont take much notice to Club rouge, so can someone please tell me what the benefits are compared to a non club rouge member?, I am club rouge but to be honest never really noticed much difference apart from the birthday chips

Apart from bigger bonuses, there are not any significant benefits.

I do recall back when I was made Club Rouge that there was this strong impression that it was "for life", in other words, unlike other loyalty schemes, there was no requirement to earn a set number of rubies per month, make a certain number of deposits, etc. The only way to get booted was for there to be a decision made by the management, the same way one got in. I have not heard until now of anyone being kicked out of Club Rouge, so this reinforced the impression that it was "for life" unless one committed a serious transgression that warranted getting booted. I am sure that this would not necessarily be confined to a breach of the terms, but might encompass things like general behaviour, such as being abusive or rude to CS, making false and malicious statements about 32Red in a public forum, and of course the thorny issue of how one approached the bonuses. 32Red did NOT want the bonuses to be the focus for anyone wanting inclusion in Club Rouge, so if anyone cited the bigger bonuses as the reason for desiring admission, they would be certain NOT to get it. Similarly, an appeal based almost exclusively on the loss of the enhanced bonuses isn't going to get anywhere.

The "business decision" may well be related to Club Rouge as a whole, and whether the enhanced bonuses are going to the wrong players. The purpose of any bonus is to keep a player playing, and outside of Club Rouge, we have seen a few cases where players have been taken off the bonus list because their play is too bonus focussed.

One case was a player who had joined all 4 skins, but would only deposit once a day on the skin offering the best bonus. After a while, 32Red took him off the bonus list for all but one casino, making it a "take it or leave it" of the daily offer, rather than being able to pick one from four which was the best. This is nothing new, 32Red have ALWAYS done this where they feel players are taking too much advantage of the bonuses, and not really participating in other aspects when a bonus is not involved.

There is likely to be a better explanation given to the complainant, and an idea of what criteria might make them eligible for review next quarter. The new loyalty terms do state that players who have reached Gold status are reviewed for POSSIBLE inclusion in Club Rouge, but it's no guarantee, so it shouldn't be possible to game the system simply by doing the minimum necessary to achieve Gold and hang on to it for a whole quarter.

 

[mac72]

Apart from bigger bonuses, there are not any significant benefits.

I do recall back when I was made Club Rouge that there was this strong impression that it was "for life", in other words, unlike other loyalty schemes, there was no requirement to earn a set number of rubies per month, make a certain number of deposits, etc. The only way to get booted was for there to be a decision made by the management, the same way one got in. I have not heard until now of anyone being kicked out of Club Rouge, so this reinforced the impression that it was "for life" unless one committed a serious transgression that warranted getting booted. I am sure that this would not necessarily be confined to a breach of the terms, but might encompass things like general behaviour, such as being abusive or rude to CS, making false and malicious statements about 32Red in a public forum, and of course the thorny issue of how one approached the bonuses. 32Red did NOT want the bonuses to be the focus for anyone wanting inclusion in Club Rouge, so if anyone cited the bigger bonuses as the reason for desiring admission, they would be certain NOT to get it. Similarly, an appeal based almost exclusively on the loss of the enhanced bonuses isn't going to get anywhere.

The "business decision" may well be related to Club Rouge as a whole, and whether the enhanced bonuses are going to the wrong players. The purpose of any bonus is to keep a player playing, and outside of Club Rouge, we have seen a few cases where players have been taken off the bonus list because their play is too bonus focussed.

One case was a player who had joined all 4 skins, but would only deposit once a day on the skin offering the best bonus. After a while, 32Red took him off the bonus list for all but one casino, making it a "take it or leave it" of the daily offer, rather than being able to pick one from four which was the best. This is nothing new, 32Red have ALWAYS done this where they feel players are taking too much advantage of the bonuses, and not really participating in other aspects when a bonus is not involved.

There is likely to be a better explanation given to the complainant, and an idea of what criteria might make them eligible for review next quarter. The new loyalty terms do state that players who have reached Gold status are reviewed for POSSIBLE inclusion in Club Rouge, but it's no guarantee, so it shouldn't be possible to game the system simply by doing the minimum necessary to achieve Gold and hang on to it for a whole quarter.

To clarify my position in relation to the above my play has been pretty consistent since attaining club rouge status in 2006 (i will post the figures when i get them), i have not been rude or abusive as the earlier email posted by Jonathan i was thanked for my patronage,have not made any false or malicious statements about 32red on any forum,and 32red is the only one of the skins that i play on (sorry i have a golden lounge account but i've only used it once a long time ago). In essence i believe i've been a model player and as Jonathan has said the decision was made in q3 and you will see from the figures posted that this quarter had a £4741.91 loss on my behalf.What is really sad about this whole scenario is that i started playing when they were still something of an unknown and it took a lot of faith to put money online with such an operator instead of say ladbrokes who were MG at the time and with who i had been playing for about 6 years and attained VIP status with quite a few benefits.Had i stayed with ladbrokes and given them my level of play from 2006 to now i would be on a high VIP level with them instead i now have lost all of my vip status with them due to lack of play and will have to start looking around for an operator that will treat me fairly.The only reason i gave 32red my business was i liked the idea of dealing with a Company where you could lift the phone and speak to the main man (Ed was always available then) and it gave a personal feel to something which i liked.The very essence of club rouge is that you are 'invited' and as such the criteria to get in is unknown and it appears the criteria to stay in is also unknown (regardless that i still maintain life means life).If any of you on the forum think that reflects an operator that is playing with a straight bat i'd like to hear from you as it should now be apparent to you that any status you have within Club Rouge can be removed without any explanation as to what criteria you have not met.
You also need to be aware that club rouge won't make that much of difference when playing slots but i play video poker (75%VP and roulette probably 25%) always have and under club rouge a 100 bonus carries a 3000 bonus playthrough on VP but on gold level that playthrough rises to 30000 - i shouldn't need to explain to anyone here the ramifications of that.
I'm quite frankly disgusted with the treatment i have had and am going to reflect on this for a day or two to consider my next course of action.It will be interesting to see the comments now all the 'facts' are out there.

 

[vinylweatherman]

To clarify my position in relation to the above my play has been pretty consistent since attaining club rouge status in 2006 (i will post the figures when i get them), i have not been rude or abusive as the earlier email posted by Jonathan i was thanked for my patronage,have not made any false or malicious statements about 32red on any forum,and 32red is the only one of the skins that i play on (sorry i have a golden lounge account but i've only used it once a long time ago). In essence i believe i've been a model player and as Jonathan has said the decision was made in q3 and you will see from the figures posted that this quarter had a £4741.91 loss on my behalf.What is really sad about this whole scenario is that i started playing when they were still something of an unknown and it took a lot of faith to put money online with such an operator instead of say ladbrokes who were MG at the time and with who i had been playing for about 6 years and attained VIP status with quite a few benefits.Had i stayed with ladbrokes and given them my level of play from 2006 to now i would be on a high VIP level with them instead i now have lost all of my vip status with them due to lack of play and will have to start looking around for an operator that will treat me fairly.The only reason i gave 32red my business was i liked the idea of dealing with a Company where you could lift the phone and speak to the main man (Ed was always available then) and it gave a personal feel to something which i liked.The very essence of club rouge is that you are 'invited' and as such the criteria to get in is unknown and it appears the criteria to stay in is also unknown (regardless that i still maintain life means life).If any of you on the forum think that reflects an operator that is playing with a straight bat i'd like to hear from you as it should now be apparent to you that any status you have within Club Rouge can be removed without any explanation as to what criteria you have not met.
You also need to be aware that club rouge won't make that much of difference when playing slots but i play video poker (75%VP and roulette probably 25%) always have and under club rouge a 100 bonus carries a 3000 bonus playthrough on VP but on gold level that playthrough rises to 30000 - i shouldn't need to explain to anyone here the ramifications of that.
I'm quite frankly disgusted with the treatment i have had and am going to reflect on this for a day or two to consider my next course of action.It will be interesting to see the comments now all the 'facts' are out there.

This could be why you have been booted.

You have a very good deal with VP & Roulette, enhanced by the Club Rouge benefits. It's potentially +EV. The fact that you lost is not relevant, 32Red look at the potential long term effects of a player's style, and if it's long term +EV, it's likely to be something that will get you relegated to a more -EV deal, which is Gold status in this case.

I play slots when I have claimed a bonus and have some WR, only switching to other games occasionally once WR is completed. I haven't yet received this email, yet far from being down, I am well up over the life of my account, and up over the past year by a not inconsiderable amount. If membership was based on how well a player was doing, I would have been booted from Club Rouge years ago. Most other casinos HAVE withdrawn my VIP status as a result of me achieving a lifetime win of 4 figures, even though my activity levels hadn't changed. I have tended to retain VIP status where I am down, even if my activity levels have reduced.

 

[suzecat]

Don't get it mac72, can you explain your thought process behind having to be in Club Rouge even though 32Red doesn't want you any more? Don't understand why you can't seem to move on (with grace) and instead appear determined to be a PITA? The members have patiently tried to nicely explain to you that "for life" means nothing legally. Yet here we are, less patiently still explaining to a brick wall.

What is it going to take? You can continue pushing and I have never seen that behavior get anyone anywhere (except maybe booted from here or the casino). It is not necessary to repeat yourself, ad nauseam, as we have already read your previous posts on this matter. I, for one, would like some fresh new reasons why you can't move on. 32Red has asked for a divorce and this is where the smart player grants their request. Unless you really want to see how far they will go? Remember you still have a choice at this point.

I need to add a disclaimer here which states the content of this post is based on my own personal experience and/or opinion and not based on anything I may or may not have learned through any other means.

 

[mac72]

This could be why you have been booted.

You have a very good deal with VP & Roulette, enhanced by the Club Rouge benefits. It's potentially +EV. The fact that you lost is not relevant, 32Red look at the potential long term effects of a player's style, and if it's long term +EV, it's likely to be something that will get you relegated to a more -EV deal, which is Gold status in this case.

I play slots when I have claimed a bonus and have some WR, only switching to other games occasionally once WR is completed. I haven't yet received this email, yet far from being down, I am well up over the life of my account, and up over the past year by a not inconsiderable amount. If membership was based on how well a player was doing, I would have been booted from Club Rouge years ago. Most other casinos HAVE withdrawn my VIP status as a result of me achieving a lifetime win of 4 figures, even though my activity levels hadn't changed. I have tended to retain VIP status where I am down, even if my activity levels have reduced.

The Club Rouge wagering requirements are the same for everyone and specificically designed with a 100% weighting on EACH AND EVERY game,and they know more about +EV than any of us.Every pound you wager counts regardless of what its on.Its been that way for 8 years and my play has been pretty consistent.Also bear in mind that their email to me said they had reviewed my play and the decision was made in q3 "Given the decision was made on the back of Q3 2014 review" and i can post the rest of the figures for all the years up to now when they have sent them over.
If i was to accept the position they have taken i am effectively sitting not knowing what i did wrong (as i've been doing exactly the same thing all along),not having any firm direction from them what to do right and then not knowing how to keep it right.If the account had been running a year in club rouge maybe that would fly but 8 years custom and practice, come on guys lets get serious.Thats wouldn't be an acceptable situation for anyone that i know.

Don't get it mac72, can you explain your thought process behind having to be in Club Rouge even though 32Red doesn't want you any more? Don't understand why you can't seem to move on (with grace) and instead appear determined to be a PITA? The members have patiently tried to nicely explain to you that "for life" means nothing legally. Yet here we are, less patiently still explaining to a brick wall.

What is it going to take? You can continue pushing and I have never seen that behavior get anyone anywhere (except maybe booted from here or the casino). It is not necessary to repeat yourself, ad nauseam, as we have already read your previous posts on this matter. I, for one, would like some fresh new reasons why you can't move on. 32Red has asked for a divorce and this is where the smart player grants their request. Unless you really want to see how far they will go? Remember you still have a choice at this point.

I need to add a disclaimer here which states the content of this post is based on my own personal experience and/or opinion and not based on anything I may or may not have learned through any other means.

So i go away (with grace) and they get to act in any manner they see fit? Having read my full posts you call me a PITA? I started this thread late last night uk time and as their majority of players are uk i'll wait to see what other feedback comes tonight.

 

[vinylweatherman]

The Club Rouge wagering requirements are the same for everyone and specificically designed with a 100% weighting on EACH AND EVERY game,and they know more about +EV than any of us.Every pound you wager counts regardless of what its on.Its been that way for 8 years and my play has been pretty consistent.Also bear in mind that their email to me said they had reviewed my play and the decision was made in q3 "Given the decision was made on the back of Q3 2014 review" and i can post the rest of the figures for all the years up to now when they have sent them over.
If i was to accept the position they have taken i am effectively sitting not knowing what i did wrong (as i've been doing exactly the same thing all along),not having any firm direction from them what to do right and then not knowing how to keep it right.If the account had been running a year in club rouge maybe that would fly but 8 years custom and practice, come on guys lets get serious.Thats wouldn't be an acceptable situation for anyone that i know.

It's likely that this idea of reviewing Club Rouge accounts for demotion is a recent thing. For 8 years they have "let it go", but they are now looking at the value to them of their Club Rouge players. If the value of keeping a player in Club Rouge works out to be negative, a common sense business decision would be to move them to a tier where they might produce some value. If you quit, they make nothing, but this is still better than making a loss. I had forgotten about this other advantage since I don't use it, but having VP weighted 100% is a clear advantage mathematically for the player.

If you wager through 3000 on Jacks of Better, the house edge is a little less than 0.5%, so on 3000 of wagering, the casino can expect to win 15 off the player over the long term. In other words, every 100 bonus claimed by the player is worth 85 to them as "free money" after making WR. The surprise therefore is why you didn't get the boot earlier. VP is also volatile, so you haven't actually made 85 from every 100 of bonus, but over the long term, you will given the same pattern of play.

On Gold, you have to wager 30000, which means the casino can expect to win 150 from you for every 100 bonus they grant over the long term. This means that you become a profitable player.

For slots, it's different. A Club Rouge player can expect to lose over the long term, although with good bankroll management and some lucky hits, they can hold their own or even get well ahead. The maths, however, points to the casino eventually winning the money back.

 

[mac72]

It's likely that this idea of reviewing Club Rouge accounts for demotion is a recent thing. For 8 years they have "let it go", but they are now looking at the value to them of their Club Rouge players. If the value of keeping a player in Club Rouge works out to be negative, a common sense business decision would be to move them to a tier where they might produce some value. If you quit, they make nothing, but this is still better than making a loss. I had forgotten about this other advantage since I don't use it, but having VP weighted 100% is a clear advantage mathematically for the player.

If you wager through 3000 on Jacks of Better, the house edge is a little less than 0.5%, so on 3000 of wagering, the casino can expect to win 15 off the player over the long term. In other words, every 100 bonus claimed by the player is worth 85 to them as "free money" after making WR. The surprise therefore is why you didn't get the boot earlier. VP is also volatile, so you haven't actually made 85 from every 100 of bonus, but over the long term, you will given the same pattern of play.

On Gold, you have to wager 30000, which means the casino can expect to win 150 from you for every 100 bonus they grant over the long term. This means that you become a profitable player.

For slots, it's different. A Club Rouge player can expect to lose over the long term, although with good bankroll management and some lucky hits, they can hold their own or even get well ahead. The maths, however, points to the casino eventually winning the money back.

I played the same before i was invited to club rouge as i played after (dont like slots) so they knew what they were getting and its been that way all along.The 100% weighting isn't unique to me and was obviously a decision they made to lure players in

 

[shanetospin]

Well I for one sympathise with the OP. If Club Rouge is or "was" stated to be for life, and it turns out it can be withdrawn at any time, then this leads me to believe that anything the casino says, or does, is worthless in future - that is how I interpret it. How can a player trust a casino that says one thing and does another?

What about the players that have spent a fortune to achieve that status? Regardless of what it states in the terms and conditions a player builds up trust with a casino, which is exactly why people have and play at their favourite casinos.

I'm going to be honest, I am quite shocked about this and think that it is an unfair decision without providing any justification other than we review accounts every quarter.

That said, and I have read most of the posts so far, if the OP has accepted a bonus of sorts after raising this as an issue then that is basically accepting that you agree to having that Club Rouge status removed IMO and you should leave it at that. I for one will not be impressed if I am next to loose my status, because regardless of what people think about Club Rouge, some players value it more than others. I am one of those that values that status and it plays a massive part in choosing this casino as my main casino group to play at.

But hey - everyone is entitled to their own opinion right?

 

[mac72]

Well I for one sympathise with the OP. If Club Rouge is or "was" stated to be for life, and it turns out it can be withdrawn at any time, then this leads me to believe that anything the casino says, or does, is worthless in future - that is how I interpret it. How can a player trust a casino that says one thing and does another?

What about the players that have spent a fortune to achieve that status? Regardless of what it states in the terms and conditions a player builds up trust with a casino, which is exactly why people have and play at their favourite casinos.

I'm going to be honest, I am quite shocked about this and think that it is an unfair decision without providing any justification other than we review accounts every quarter.

That said, and I have read most of the posts so far, if the OP has accepted a bonus of sorts after raising this as an issue then that is basically accepting that you agree to having that Club Rouge status removed IMO and you should leave it at that. I for one will not be impressed if I am next to loose my status, because regardless of what people think about Club Rouge, some players value it more than others. I am one of those that values that status and it plays a massive part in choosing this casino as my main casino group to play at.

But hey - everyone is entitled to their own opinion right?

No i have not accepted any bonus or played at all since the letter of yesterdays date which came out of the blue and was the first i heard of this as i didn't wish to accept the new conditions imposed on me.

 

[shanetospin]

No i have not accepted any bonus or played at all since the letter of yesterdays date which came out of the blue and was the first i heard of this as i didn't wish to accept the new conditions imposed on me.

I stand corrected I must have read one of the posts wrong- my apologies! (Retraction of bonus comment). I therefore stand by the rest of my post

 

[deepsky2]

Well I for one sympathise with the OP. If Club Rouge is or "was" stated to be for life, and it turns out it can be withdrawn at any time, then this leads me to believe that anything the casino says, or does, is worthless in future - that is how I interpret it. How can a player trust a casino that says one thing and does another?

What about the players that have spent a fortune to achieve that status? Regardless of what it states in the terms and conditions a player builds up trust with a casino, which is exactly why people have and play at their favourite casinos.

I'm going to be honest, I am quite shocked about this and think that it is an unfair decision without providing any justification other than we review accounts every quarter.

That said, and I have read most of the posts so far, if the OP has accepted a bonus of sorts after raising this as an issue then that is basically accepting that you agree to having that Club Rouge status removed IMO and you should leave it at that. I for one will not be impressed if I am next to loose my status, because regardless of what people think about Club Rouge, some players value it more than others. I am one of those that values that status and it plays a massive part in choosing this casino as my main casino group to play at.

But hey - everyone is entitled to their own opinion right?

I agree with you 100%..........100%

 

[mac72]

Well I for one sympathise with the OP. If Club Rouge is or "was" stated to be for life, and it turns out it can be withdrawn at any time, then this leads me to believe that anything the casino says, or does, is worthless in future - that is how I interpret it. How can a player trust a casino that says one thing and does another?

What about the players that have spent a fortune to achieve that status? Regardless of what it states in the terms and conditions a player builds up trust with a casino, which is exactly why people have and play at their favourite casinos.

I'm going to be honest, I am quite shocked about this and think that it is an unfair decision without providing any justification other than we review accounts every quarter.

That said, and I have read most of the posts so far, if the OP has accepted a bonus of sorts after raising this as an issue then that is basically accepting that you agree to having that Club Rouge status removed IMO and you should leave it at that. I for one will not be impressed if I am next to loose my status, because regardless of what people think about Club Rouge, some players value it more than others. I am one of those that values that status and it plays a massive part in choosing this casino as my main casino group to play at.

But hey - everyone is entitled to their own opinion right?

Sorry Shanetospin i was wondering where you got the idea i accepted some sort of bonus after this issue was raised.I think your referring to the earlier post in which i thanked Jonathan from 32red for the bonus chips added to my account.This was a different issue entirely (and i was only posting it as one of the replies on the forum implied i was difficult to deal with and unreasonable) Their loyalty page said i had earned £9110 but only cashed £3280 and as you will see from the email i actually made the point that i trusted them enough to take their word i had not been shortchanged and did not put anyone to the trouble of carrying out a full analysis and sending it to me even though it looked on the face of it there was nearly a 6grand discrepancy and owed to me.I don't know how to get the picture uploaded of the loyalty page as it says the file size is too big but if someone gives me a step by step guide as to how to resize (not that tech savvy) it i'll gladly upload it for clarification purposes should that be necessary.

 

[Mark_32Red (retired acct)]

Good evening all.

I was in two minds whether to reply to the thread as I can't comment on individual accounts but there are a couple of things I would like to clarify.

- Club Rouge has never been promoted as 'Club Rouge For Life' - due to limitations on the loyalty system, when we moved over to a new system there was a message in the lobby saying 'Tier for life' which we had no control over. The T&C clearly stated from day one that we reserve the right to remove Club Rouge privileges if needed. We removed the Tier For Life message when we were technically able to as to avoid confusion.

- One of the posts suggests that all Club Rouge players get 100% playthrough across all games. This is not the case.

- As someone suggested this is part of an overhaul of our loyalty program. We will soon be adding more tiers and doing a general refresh, hopefully adding more loyalty benefits at each tier.

As I say, I can't comment on individual cases and it seems the OP is already being looked after by Jonathan, but as some members asked me to respond, I wanted to add my 2p.

Thanks
Mark

 

[mac72]

Good evening all.

I was in two minds whether to reply to the thread as I can't comment on individual accounts but there are a couple of things I would like to clarify.

- Club Rouge has never been promoted as 'Club Rouge For Life' - due to limitations on the loyalty system, when we moved over to a new system there was a message in the lobby saying 'Tier for life' which we had no control over. The T&C clearly stated from day one that we reserve the right to remove Club Rouge privileges if needed. We removed the Tier For Life message when we were technically able to as to avoid confusion.

- One of the posts suggests that all Club Rouge players get 100% playthrough across all games. This is not the case.

- As someone suggested this is part of an overhaul of our loyalty program. We will soon be adding more tiers and doing a general refresh, hopefully adding more loyalty benefits at each tier.

As I say, I can't comment on individual cases and it seems the OP is already being looked after by Jonathan, but as some members asked me to respond, I wanted to add my 2p.

Thanks
Mark

So Mark just to clarify you are saying that i did not have on my loyalty page "Your status is set to Club Rouge for life".I would just like to be sure on that one.

If the post i made was incorrect about the playthrough applying to all Club Rouge players i apologise but i assumed (possibly incorrectly) Club Rouge was Club Rouge and there were no sub tiers within it.As you are well aware who i am can you confirm on the forum that i did have 100% playthrough across all games please.If not i can email support to confirm and post the response.
And i'm not really being 'looked after' by Jonathan, i have posted his reply and the forum members can make up their own mind if that constitutes being looked after

 

[PNEFOREVER2]

So Mark just to clarify you are saying that i did not have on my loyalty page "Your status is set to Club Rouge for life".I would just like to be sure on that one.

He's saying it was there, but it wasn't any of their doing, they had no choice over what was written there until recently.