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32RED downgrades TAB/SE

Discussion in 'Online Casinos' started by Harry_BKK, Mar 27, 2016.

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    Mar 27, 2016
  1. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    32RED removing online "take a break" option

    Until recently you could activate the "TAKE A BREAK" option directly on the 32RED website, you can see the change on the screenshots below. This has now been removed and you have to email support to have it done. :eek:

    This is absolutely atrocious from 32RED and in no way in line with "RG" guidelines. :mad: :mad: Probably too many players were using it, beating 32RED at their own game by taking the break to avoid reversals when they had a WD pending. :rolleyes:

    Now they make it more difficult and leave the account active for longer as nobody can guarantee that your email will be dealt with immediately after you sent it. It takes often hours or 1 day to get an answer from support, hence more time for the player to reverse :mad:

    WTF 32RED, that is just so pathetic, all i can say. :eek: They have such a stellar reputation, yet decide to utilize such conning tactics to potentially fleece winning players :mad: ......... makes me :puke:

    32RED has just lost even more of my support, respect and future deposits. :(

    1. Screenshot 27th March 2016

    32RED downgrades TAB/SE: Capture 374.PNG,Mar 27, 2016


    2. Screenshot Feb 2016 from WaybackMachine

    32RED downgrades TAB/SE: Capture 375.PNG,Mar 27, 2016
     
    Last edited: Mar 27, 2016
    21 people like this.
  2. Mar 27, 2016
  3. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    Another bummer - the layout now, is it's so bloody navigation unfriendly to get live support where before it was a quick click; not sure why they made it much more difficult to access.

    Perhaps your point will encourage them to bring back the one-click easy icon for live chat.

    I still believe they are stellar and Mark is responsive but on site support imo should be a click away...not a series of hurdles.
     
    4 people like this.
  4. Mar 27, 2016
  5. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Fully agree, nowadays at 32RED you have to jump through hoops and hurdles to get somebody to speak to directly.

    That is clearly done on purpose to reduce LiveChat workload. :eek:

    You can compare that to the annoying phone voice telling you for 10 minutes (and that after waiting already ages in the queue): for English - press 1, for French - press 2; then for accounts - press 1, for sales - press 2 etc etc.

    Makes sure that only a fraction of support requests need to be actually dealt with by LiveSupport.

    The really annoying part is that most of the times when you complete the support form, where you enter the reason for your support call, it hardly ever displays any answers. You can always click immediately on "Continue with Live Chat". :eek:

    And then the chat window finally opens where it says: "you are currently next in the queue", yet below they still encourage you to search for answers. Damn' it, i want to speak to somebody :( :mad:

    32RED downgrades TAB/SE: Capture 377.PNG,Mar 27, 2016

    32RED downgrades TAB/SE: Capture 378.PNG,Mar 27, 2016
     
    Last edited: Mar 27, 2016
    2 people like this.
  6. Mar 27, 2016
  7. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    Yeah, I can appreciate taking some of the burden off live chat for annoying questions readily available....but...when compared to a few other sites where I click live chat and I've an immediate ping, it can come across as disconcerting, especially if you're new to the site or gaming.
    And unfortunately, looking at the new beta site, the layout is much the same. (ie in regards to live chat)

    Again, still my number 1 download casino, despite the many crashes, because I'm 100% certain theyre on the up and up and never need worry about WDs.

    But the small things will add up and they'll (imo) have a harder go next CM awards.
    To their credit, they DO listen as evident by the beta testing; it's whether the suggestions will be taken on board I suppose that matters.
     
    2 people like this.
  8. Mar 27, 2016
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Making the "take a break" harder to reach may be a violation of the UK licence, as this is what forced casinos to make it so easy in the first place. Prior to the UK regime, casinos dealt with exclusions and short breaks via email as default.

    Another problem is that their new system is reliant on players having a configured email system on the same device on which they are playing, if not, the system is inaccessible to them. Having an interactive system embedded into the website means that if you can play on your device, you can also set your short break from it.

    If too many players were setting a break and then regretting it, I don't think removing this ability is the answer. It would be better to make it very clear to players that once they click "OK", they are committed to the length of break they have chosen.
     
    4 people like this.
  10. Mar 27, 2016
  11. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Cheers Vinyl

    1. Not sure about that as i am not in the UK but maybe worth looking at it. I wouldn't be able to do something though because I sit in BKK

    2. I don't think that is the case.

    It is rather that players who had WD's pending opted more and more for the "take a break" option and subsequently the reversed amounts reduced so significantly that 32RED decided to take some action against it and hence:

    - firstly make it harder to activate the break
    - secondly, which is even worse, elongate the time the funds are reversible as the email option is not instant and can take up to 1 day to be activated by a support agent (wouldn't go as far as to say that they will do the activation whenever they feel like but who knows :eek: )

    Either way, it does not advocate "responsible gambling"!!!
     
    1 person likes this.
  12. Mar 27, 2016
  13. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    I was surprised to see in the William Hill results that player exclusions had such an impact on their profits (or so they claimed).

    Several subsequent reports noted that as a surprisingly large negative factor, so perhaps 32Red is making a precautionary move in an attempt to reduce the risk of similar damage?

    I'm not saying that is acceptable - just a possible motivation.
     
    4 people like this.
  14. Mar 27, 2016
  15. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Did some reading on the UKGC site and could only find the one below.

    Question is though if having to send an email qualifies as a "REMOTE TIME-OUT FACILITY"?

    32RED downgrades TAB/SE: Capture 380.jpg,Mar 27, 2016
     
  16. Mar 27, 2016
  17. goatwack

    goatwack Praise the Sun! CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    It seems 32 Red are intent on undoing their legacy

    Give it five years and they'll be in the rogue pit at this rate:eek::eek:

    Now that's something to tell the grandkids
     
    11 people like this.
  18. Mar 27, 2016
  19. The Blue Anchor

    The Blue Anchor Non-Gambler

    Occupation:
    IT
    Location:
    UK
    this is really poor. Casinos should be increasing their functionality to promote responsible gaming - not removing it.

    I'd be interested to on the rep's take on this.
     
    1 person likes this.
  20. Mar 27, 2016
  21. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Yes, this is another step backwards. How the mighty have fallen. I took a 6-week break in the new year because of the silly issues the Viper had with win10. It WAS there in December as Harry said, even then it needed going through 2 or 3 screens and was quite well hidden (same as live chat).

    I believe this makes them the only accredited site that doesn't have self-set TAB/SE facilities - bizarre when all the other UKGC sites seem to have been striding forward making it easy to do in seconds.

    Now (sorry but it IS relevant!) we have had the removal of fast payments, then flushing and now this. ALL of these things smack a little bit of greed TBH. Squeezing every cent out of the same player-base by making it harder and harder to w/d. I agree also as stated that players would have been using the breaks to lock-up during the long pending periods, especially when w/d's occur Thursday - Sunday. So e-mail ensures that the long pending period at weekends will also be a period you can't TAB.

    The only thing now I can see that makes 32red any different from other Viper MG sites is their 'mere' 24-hrs pending (most are 48). Oh dear! Have I let the cat out of the bag? Surely they aren't going down that road next???:eek2:

    If they did, then that fantastic lead they had over other Vipers would be totally gone, in fact they'd go behind by not having self-set RG.

    It makes me fume when I see sites like Videoslots do EVERYTHING in their power to improve the player experience, regardless of cost i.e. integrating max stakes into all games, the races, the lightning w/d's etc. by listening to feedback and opinion on here, while some do the opposite. It's almost contemptuous, like us players are being given the middle finger based on the assumption "we can do what we like, we're the best and you'll still play with us..."

    COME ON 32RED! Stop spending money on shit sports teams or whatever and start investing it in us players, and remind us why you were great!
     
    22 people like this.
  22. Mar 27, 2016
  23. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    Well said dunover:thumbsup:

    I thought I would surprise some of you by saying I agree completely. I have loved this casino since I started to play there.
    I really likes their reps too and they have helped and supported me a lot over the years.

    I usually tell my daughter. I love you but I don't like all crazy things you're doing, and the same goes for the guys at 32Red. Please go back to where you once was. We miss you.
    You can't keep on pretending you're making all of these changes to benefit the players when in fact it's all about the money.

    We want cashouts 7 days a week, twice a day with 4 hours reverse time. Live chat and responsible gambling facilities easy to reach.
    Those were the days....
     
    18 people like this.
  24. Mar 27, 2016
  25. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Cheers mate, could not have said it better.

    1. I did a TAB just 3 weeks ago, actually posted about it as well.... so it was definitely working then. I can only assume they changed it just before the Easter Holidays to maximize profits from reversals :mad: .. How greedy can you get?? :puke:

    2. Agree with you. Just to summarize what has changed in the past 2 years in chronological order:

    - no auto-flushing
    - no payments on weekends
    - no manual flushing
    - pending period 24 - 96 hrs (the 96hrs applies to bank holidays)
    - only 1 payment run/day - Mo-Fr
    - LiveChat and contact details (Phone, Email) hidden deep in the Help pages
    - removed online TAB facility and asking to contact by email

    And what always gets me really mad is when people are saying something like: "Yeah, but with 32RED i am sure that i will get paid" :eek: :mad:

    VS, Guts, Bet-AT, Next, Redbet and others all pay in minutes - hours and that 24/7/365 and just as reliable!!! :thumbsup:
     
    Last edited: Mar 27, 2016
    6 people like this.
  26. Mar 27, 2016
  27. xxshepxx

    xxshepxx Senior Member PABnononaccred MM

    Occupation:
    mechanic
    Location:
    United Kingdom
    I've posted about this before, I had a £200 WD pending, and i wanted to take a 7day break so that I wouldn't reverse.

    I e-mailed and spoke ton live chat and they tried to persuade me to stay, and left my account active for the whole pending period, I think I was 10 days before it was closed.

    I've since vacated 32red, every move they make seems to be backwards, and it's quite disheartening considering I've been playing there for many years.
     
    6 people like this.
  28. Mar 27, 2016
  29. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    The thing is, these 'business decisions' IMO are indicative of stagnation within the company. They absorb similar sites like Roxy and Splendido and get the player base, then do this to them. It's almost introspective in the way this happens. Instead of expanding or reaching out with new ideas or say developing a new platform and maybe expanding the games portfolio we get the 'same old, same old'.....

    I get the impression that the 32red brand has reached saturation point meaning that exposure in the market is has peaked and the rate of new player recruitment has tailed off, therefore the onus is on increasing or maximising returns from existing players and buying them in from other Viper sites then squeezing better margins from them too.

    The business is definitely being run by accountants and not by product experts.....
     
    6 people like this.
  30. Mar 27, 2016
  31. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    That is mildly put shocking and a clear breach of the UKGC license :eek: :eek:
     
    1 person likes this.
  32. Mar 27, 2016
  33. Valhalla

    Valhalla The Professional MM

    Occupation:
    Poker Player
    Location:
    Northern Ireland
    What on Earth is going on at 32Red lately? I've said before that they are the only reputable casino who seem to be taking intentional backward steps to make their casino... worse :confused:

    I expect a rep will come along soon and try to put some political spin on this like they did when they first changed the payment system. Red tape, smoke, mirrors.
     
    6 people like this.
  34. Mar 27, 2016
  35. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Mark has read this thread, lets see if he or somebody else from 32RED will post something.

    But yeah, i expect as well one of those wonderful English corporate statements. :rolleyes:
     
    Last edited: Mar 27, 2016
    1 person likes this.
  36. Mar 27, 2016
  37. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Understand frustration and vents and some good points raised!

    Lets just sit tight and put the daggers and thumb screws away until the Rep of the Year ( ;) ) answers us eh :thumbsup:
     
    3 people like this.
  38. Mar 27, 2016
  39. xxshepxx

    xxshepxx Senior Member PABnononaccred MM

    Occupation:
    mechanic
    Location:
    United Kingdom
    I have no issue with Mark at all.

    If you want anything done at 32red he is the man to speak to, but it got beyond a joke, with problems that I just didn't bother anymore.
     
    2 people like this.
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