32RED downgrades TAB/SE

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Harry_BKK

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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

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2. Screenshot Feb 2016 from WaybackMachine

Capture 375.PNG
 
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dionysus

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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.
 

Harry_BKK

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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.

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:

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dionysus

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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.
 

vinylweatherman

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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.
 

Harry_BKK

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1. 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.

2. 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.

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"!!!
 

jetset

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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.
 

Harry_BKK

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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.

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"?

Capture 380.jpg
 

goatwack

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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
 

The Blue Anchor

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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.
 

dunover

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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!
 

Tirilej

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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!

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....
 

Harry_BKK

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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. 1. 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.

2. 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!

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:
 
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xxshepxx

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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.
 

dunover

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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:

- 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:

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.....
 

Harry_BKK

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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.

That is mildly put shocking and a clear breach of the UKGC license :eek: :eek:
 

Valhalla

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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.
 

Harry_BKK

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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.

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:
 
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Jono777

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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:
 

xxshepxx

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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.
 

deepsky2

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Well more bad PR for 32Red oh well they clearly gone from the cream of the crop to GREEDY bastards but I'm sure some will still defend them but if this was any other casino I'm sure we wouldn't put up with this downhill slide. Clearly they give crap about there players.

32Red give me one good reason why I would want to play at your site over Guts,Videoslots etc just one good reason? What is it that makes you stand out?
 

Harry_BKK

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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.

I respect Mark as well. This kind of things are surely not his decisions. :thumbsup:
 

Valhalla

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32Red give me one good reason why I would want to play at your site over Guts,Videoslots etc just one good reason? What is it that makes you stand out?

They are systematically removing/changing all the things that used to make them stand above the rest.

Weekend and holiday payouts - gone
Instant flushing - gone
Long pending period - added
Responsible gaming - iffy? Let's wait and see what the official word is. I don't want to get into a witch hunt, as it could be an error.
 

Deeplay

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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:


A depressing list of changes for sure and YES 100% agree on the "sure that I will get paid" part .... and now these days SO WHAT !!!
All the great casinos now DO pay no hassle and fast as you say. Minutes in many cases. So that one lasting reserve is pointless and means nothing today.

Then have the so called great CS ? (If you can find the live chat !) Well what about all the reps on here who work the forums day in day out ... its not all about being here for when
something goes wrong but actually investing in players - being active - being PRO active. Need I mention Videoslots who do absolutely everything right
these days.

As Dunover said sadly how the mighty have fallen. And this latest disgrace with the RG settings is enough for me. Im out of there.

Whats next ? No deposit limits ? which I use all the time to ensure I do NOT gamble out of my means.

Way better places now to play at. 32RED has lost it. We loved them because they were one of the first but that just cant hold anymore.
They have not changed with the times are are stuck in 2006. The viper client .... ugh let me not go there.

They should be some section on the accredited list that does list the RG features. Its an important part if not one of the most important parts
of any operator who yes needs to make profit but does so in a ethical responsible way. :mad:

This latest change with 32red has really really pissed me off :mad::mad:
 

Deeplay

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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:

No real complaints on the rep - even though they are reps now who are much much more active and way outshine
anything that 32red comes up with. No offense to Mark he does what he can.

This is not personal against anyone - but 32red as a whole. They have made very very bad negative changes
and not just this one here. It has built up to the point they simply not in the same league as many other
operators. And then the product itself. They offer nothing now that others do not. It is a very limited games selection
when you go up against the multi platform operators. Why settle for less.

The cashout times as we know suck and no need for that at all. Last payout from Casumo 2 hours
videoslots I think it took a whole 5 minutes. Sky veg - instant.

32red at xmas ? 5 days to skrill - go figure

rant over :cool:

P.s I did withdraw xmas day video slots took an hour. So holidays are no excuse )
 
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