- Joined
- Mar 17, 2003
- Location
- Malaysia
This is going to be more a RANT than a complain so I guess it's just a warning to everyone out there.
Basically I was playing at 32red.com with their Free Money and finally managed to make it to a cashing out level. Finally I made my withdrawal which is around Wednesday Night (their time). As you guys know, they will only process payments during 9am - 3pm Banking Days and they have that stupid 24 hour Reversible period to wait and get over.
Finally everything was over today and payment should have been processed. But here's the great part, my withdrawal has been reversed by the payments team because they wanted a few documents from me for verification purposes. Mind you, this account is already more than 10 years old and it was created by Ed Ware himself and I had multiple withdrawals and deposits on it. Everything has already been verified.
Now here I am with my money reversed and they are asking for documents from me again.
So I contacted Live Support and they told me that they need to verify my account again and needed the documents from me. Then I asked if I had to wait for the 24 hour Reversible period again and he said YES, it is their procedure and there's nothing I can do about it. Since today is Friday, I have to wait until Monday before the payment is processed. So all in all, I guess I have to wait until Monday again without knowing if they will reject the documents and ask me to send other documents which will mean a few more days of delay again.
Years ago when Ed Ware and his team was in charge, their service was one of the best in the market but it has totally gone downhill from there and it is now getting from Good to becoming Bad.
THAT'S RANT #1 and here comes RANT #2
I was playing the slot "Moby Dick" the other day (before what happened above) and I finally got a FREE SPIN Bonus. For no reason whatsoever, everything seems to just not work. The Free Spin did not want to start and everything froze. So as usual, I restarted the page and POOF... No free spin, no anything at all. I went back to PlayCheck to see what was going on and there seems to be a GAP in the sequence. Like it would go from 00001101, 00001102 then 00001104.
I finally contacted Live Support and they said I did not win anything and everything is working fine. It was an argument which went at least 1 hour back and forth with me showing that that their sequence number disappeared. They kept insisting that I did not hit any bonus spins or etc and after trying to explain for more than 1 hour, they finally said they will be contacting Microgaming to check on this problem and I just had to wait indefinitely. After about 6 weeks of waiting, they finally came back to me telling me that there was an "Error" on their side. They eventually said that the best they could do for me was to give me 10 Free Spins at min. bet to compensate for the error. That's the best which could be done and nothing else.
As you guys know, 10 Free Spins and 10 Free Spin Bonus is totally different and even their pays are totally different as well. But that's again what 32RED is willing to do to get this problem resolved. Either I take their 10 Free Spins or I get NOTHING at all. This is now the level of Customer Service which 32Red is actually giving to their customers. I totally do not understand how they could go from being 1 of the absolute best to this level at all.
So for all you guys who still keep saying that 32Red is good, all I can say is they have gone from being 1 of the best to a level which is at par with an average casino at best. Another thing I wonder is how/why is their rating on the accredited list so high? I do feel that it needs to be reviewed again and they should totally be given a lower score instead of what they have right now.
Basically I was playing at 32red.com with their Free Money and finally managed to make it to a cashing out level. Finally I made my withdrawal which is around Wednesday Night (their time). As you guys know, they will only process payments during 9am - 3pm Banking Days and they have that stupid 24 hour Reversible period to wait and get over.
Finally everything was over today and payment should have been processed. But here's the great part, my withdrawal has been reversed by the payments team because they wanted a few documents from me for verification purposes. Mind you, this account is already more than 10 years old and it was created by Ed Ware himself and I had multiple withdrawals and deposits on it. Everything has already been verified.
Now here I am with my money reversed and they are asking for documents from me again.
So I contacted Live Support and they told me that they need to verify my account again and needed the documents from me. Then I asked if I had to wait for the 24 hour Reversible period again and he said YES, it is their procedure and there's nothing I can do about it. Since today is Friday, I have to wait until Monday before the payment is processed. So all in all, I guess I have to wait until Monday again without knowing if they will reject the documents and ask me to send other documents which will mean a few more days of delay again.
Years ago when Ed Ware and his team was in charge, their service was one of the best in the market but it has totally gone downhill from there and it is now getting from Good to becoming Bad.
THAT'S RANT #1 and here comes RANT #2
I was playing the slot "Moby Dick" the other day (before what happened above) and I finally got a FREE SPIN Bonus. For no reason whatsoever, everything seems to just not work. The Free Spin did not want to start and everything froze. So as usual, I restarted the page and POOF... No free spin, no anything at all. I went back to PlayCheck to see what was going on and there seems to be a GAP in the sequence. Like it would go from 00001101, 00001102 then 00001104.
I finally contacted Live Support and they said I did not win anything and everything is working fine. It was an argument which went at least 1 hour back and forth with me showing that that their sequence number disappeared. They kept insisting that I did not hit any bonus spins or etc and after trying to explain for more than 1 hour, they finally said they will be contacting Microgaming to check on this problem and I just had to wait indefinitely. After about 6 weeks of waiting, they finally came back to me telling me that there was an "Error" on their side. They eventually said that the best they could do for me was to give me 10 Free Spins at min. bet to compensate for the error. That's the best which could be done and nothing else.
As you guys know, 10 Free Spins and 10 Free Spin Bonus is totally different and even their pays are totally different as well. But that's again what 32RED is willing to do to get this problem resolved. Either I take their 10 Free Spins or I get NOTHING at all. This is now the level of Customer Service which 32Red is actually giving to their customers. I totally do not understand how they could go from being 1 of the absolute best to this level at all.
So for all you guys who still keep saying that 32Red is good, all I can say is they have gone from being 1 of the best to a level which is at par with an average casino at best. Another thing I wonder is how/why is their rating on the accredited list so high? I do feel that it needs to be reviewed again and they should totally be given a lower score instead of what they have right now.