Resolved 32red, game error but their techs can't deal with it

[Johnn]

Good morning. I'm a new member to your forum. I found you as I'm at my wits end trying to resolve an issue with an online Casino 32red. I have already raised the matter with them. The issue went to their "techs" who apprently either couldn't deal with it or didn't know how to or couldn't find it! I found them to be evasive.

I was playing on slots. I won a jackpot game that should have paid £1200 but only paid £400. I raised it with them there and then that night when it happened. A lovely chat handler found the issue screen shot the area of the issue and sent me an email confirming she had sent it to their techs and I would hear back within 24 hours via email.

No emails arrive. Chat handlers start to become evasive, can't answer questions. Start to answer then back track. Then say they can't find any issues.

The entire game I played is there in my account history from start to finish. Sequence of event is in consecutive numerical order. No breaks in the play to show any obvious errors. The entire playout of the game from start to finish showing the line I won and what it paid. Its all there to see in my account game history. Their techs can't deal with the issue! So they have sent it to their games provider for the answer.

I don't understand for the life of me why? When everything they need is there in front of them. Are they yanking my chain and trying to avoid what's an obvious payout?

 

[Johnn]

Can anyone advise or assist? I've looked over your site for any information that any previous users may have had the same or similar issue. I've come across I'm assuming is maybe someone who deals with 32red directly in here? Rob_32Red would it be advisable to contact/message him directly?

 

[maxd]

Yes indeed, contacting the casino rep is always the best first step. As you've discerned the rep is @Rob_32Red : send them a Private Message regarding your case and they may well be able to resolve things for you.

If that doesn't pan out well you're always welcome to use our complimentary Player Arbitration (PAB) service. Here's a guide to getting started with that: How to submit a Player Arbitration (PAB) Ticket - Casinomeister Forum

If you do proceed please ensure that you have read and will comply with the Player Arbitration Policies and Procedures . Failure to comply with the rules could slow, damage or even cancel your PAB.

Regards,
Max Drayman
Head of Dispute Arbitration & Player Complaints (PABs)
Casinomeister.com

 

[Johnn]

Thank you for the reply. Yes. I've private messaged Rob_32Red. So I will wait for his response before following the advice you have sent to me. Many thanks

 

[Johnn]

Good morning maxd. Sorry to bug you. I messaged Rob_32red and I'm yet to receive any kind of response. Can I just ask if he is still active on the forum?

 

[DreamRJ]

Hi Johnn, Can I ask what slot it was on?

You can also tag him in this thread as well just put an @ in front of his name and that will tag him. Here I will do it for you @Rob_32Red

Hopefully he will show up soon and help resolve this matter for you. His profile states last seen 20th February unless he is on hidden mode.

 

[maxd]

... Can I just ask if he is still active on the forum?

As @DreamRJ mentioned, the rep was last seen on the forums 20 Feb '24.

Given that you've had no response I'd suggest proceeding to the PAB option mentioned above.

- Max

 

[Johnn]

As @DreamRJ mentioned, the rep was last seen on the forums 20 Feb '24.

Given that you've had no response I'd suggest proceeding to the PAB option mentioned above.

- Max

Thank you Max

 

[Johnn]

Hi Johnn, Can I ask what slot it was on?

You can also tag him in this thread as well just put an @ in front of his name and that will tag him. Here I will do it for you @Rob_32Red

Hopefully he will show up soon and help resolve this matter for you. His profile states last seen 20th February unless he is on hidden mode.

It was on fluffy favourites.
@Rob_32Red are you able to message me please and help?

 

[maxd]

FWIW I've written to the rep asking that they come here and respond or contact the OP. @Johnn , if neither happens by end of day I'd say it's PAB time.

- Max

 

[Johnn]

FWIW I've written to the rep asking that they come here and respond or contact the OP. @Johnn , if neither happens by end of day I'd say it's PAB time.

- Max

Thank you Maxd for your help. I'm hoping this gets resolved soon tbh. It's annoying that Casino's are allowed to take people's money to play but they can hum and har when things go wrong to the benefit of themselves. I mean imagine if we all said tell ya what, I will play till I win and then repay you from winnings and if I lose well tough luck!

 

[thr0b]

Haven’t Eyecon got a rep here as well?

 

[Johnn]

Haven’t Eyecon got a rep here as well?

I have no idea tbh as I only joined yesterday ?

 

[Johnn]

I've chatted with 32red today to get an update. They have said they are still waiting for their games provider to review and will get back to me via email. When I asked for a time frame of how long they give for them to respond. Answer was there isn't one. I took that to mean they can take a life time or as long as they want! Surely that wouldn't be allowed. Anyone know why they would need the games provider to review for a case that can be dealt with so obviously from the games history?

 

[Mark_Lottomart]

I've chatted with 32red today to get an update. They have said they are still waiting for their games provider to review and will get back to me via email. When I asked for a time frame of how long they give for them to respond. Answer was there isn't one. I took that to mean they can take a life time or as long as they want! Surely that wouldn't be allowed. Anyone know why they would need the games provider to review for a case that can be dealt with so obviously from the games history?

Hi Johnn,

I obviously don’t work for 32Red but know the guys there quite well. They may have deprioritised their forum presence on here but they are a genuine site and will help you, you may just need to be patient.

When there’s a game malfunction, or a player believes there’s a game malfunction, almost all of the time it has to go to them to review. If the gameplay history said you won x, you’d have been paid x. I’m guessing here that the gameplay history contradicts what you are saying so they need to get the game provider to check.

We’ve had a game play check that took half a day, we’ve had them that take several days. Either way what you’re being told is right. They won’t have a date as to when the game provider will respond, but I guarantee they will.

If I was you I’d hold off chasing too frequently as, as daft as that it may sound, it could be seen as a gambling problem.

Hopefully Max will get the response he needs to fast track in the background, but in the meantime please just be patient. It will help longer term.

Mark

 

[Johnn]

Hi Johnn,

I obviously don’t work for 32Red but know the guys there quite well. They may have deprioritised their forum presence on here but they are a genuine site and will help you, you may just need to be patient.

When there’s a game malfunction, or a player believes there’s a game malfunction, almost all of the time it has to go to them to review. If the gameplay history said you won x, you’d have been paid x. I’m guessing here that the gameplay history contradicts what you are saying so they need to get the game provider to check.

We’ve had a game play check that took half a day, we’ve had them that take several days. Either way what you’re being told is right. They won’t have a date as to when the game provider will respond, but I guarantee they will.

If I was you I’d hold off chasing too frequently as, as daft as that it may sound, it could be seen as a gambling problem.

Hopefully Max will get the response he needs to fast track in the background, but in the meantime please just be patient. It will help longer term.

Mark

Thank you for your reply.

I have finally been heared by another chat person at 32red who was flabbergasted as to why a response hasn't been given when it should have taken no longer than 24 hours. She went to the relevant team who were also dumbfounded. They could understand my frustration and points of view. It has been agreed to give them a further 24 hours to look at and deal with.

To throw some context into my issue. I was playing fluffy favourites without issue. I then won a jackpot line which should have paid £1200. It only paid £400. I tried to find the information in my account history but couldn't see it. A chat person found the relevant game and history and sent me an email confirming it had all been sent to tech for a 24 hour response. I was able to then find the information in my games history. It showed in description in numerical order my game play from start to finish with no obvious errors or breaks in play. The only error was jackpot win line paying incorrectly. Since then I had been told techs couldn't find the issue or deal with the issue. All answers to questions evasive. I felt like someone was yanking my chain. It was then I found this forum. I decided to give them one more chance in chat just now. Someone who finally heard me giving them the 24 hours they have requested to come back to me before I do as maxd had advised about completing the PAB.

 

[Mark_Lottomart]

Thank you for your reply.

I have finally been heared by another chat person who was flabbergasted as to why a response hasn't been given when it should have taken no longer than 24 hours. She went to the relevant team who were also dumbfounded. They could understand my frustration and points of view. It has been agreed to give them a further 24 hours to look at and deal with.

To throw some context into my issue. I was playing fluffy favourites without issue. I then won a jackpot line which should have paid £1200. It only paid £400. I tried to find the information in my account history but couldn't see it. A chat person found the relevant game and history and sent me an email confirming it had all been sent to tech for a 24 hour response. I was able to then find the information in my games history. It showed in description in numerical order my game play from start to finish with no obvious errors or breaks in play. The only error was jackpot win line paying incorrectly. Since then I had been told techs couldn't find the issue or deal with the issue. All answers to questions evasive. I felt like someone was yanking my chain. It was then I found this forum. I decided to give them one more chance in chat just now. Someone who finally heard me giving them the 24 hours they have requested to come back to me before I do as maxd had advised about completing the PAB.

This sounds very unusual. Payout errors don’t really happen, stuck game rounds can mean you don’t get any payout but an incorrect payment is very rare. Please brace yourself for some bad news as it might be explainable!

Good luck buddy and welcome to the best casino forum online! Sorry it took a negative for you to find it.

Mark

 

[Johnn]

This sounds very unusual. Payout errors don’t really happen, stuck game rounds can mean you don’t get any payout but an incorrect payment is very rare. Please brace yourself for some bad news as it might be explainable!

Good luck buddy and welcome to the best casino forum online! Sorry it took a negative for you to find it.

Mark

My heart has just missed a beat and sank reading your reply. Even though my game history shows all games played before and after in numerical order with NO issues only the jackpot payment being incorrect. I can understand if games before and after jackpot showed obvious errors or flaws in play. I cannot see how they are going to be able to explain it away into their favour. As you said with them taking 4 days now tomorrow will be 5. Feels like they are looking for a get out clause ?

 

[Mark_Lottomart]

Feels like they are looking for a get out clause ?

Please get this thought out of your mind.

If you are due the payment, any reputable casino will pay it. End of. 32Red are reputable.

What I’m saying, from over 20 years in the industry, is that game payout errors are very rare (except as I explained, where the casino connection to the game server results in no payment at all). In the vast majority, almost all, of the cases I’ve seen, the player has got it wrong.

If there’s an actual error, the game will be taken down. There will be an investigation to see who else was short changed and they will be compensated. I honestly can’t remember the last time this happened. Especially not with a game that’s been in the top 10 popularity wise since it was launched (I’ve got no stats to back that up, but FF is always up there).

As I say, good luck with the outcome but casinos are not out to rip you off! Well, none of the ones listed as accredited on here anyway!

Mark

 

[Johnn]

Please get this thought out of your mind.

If you are due the payment, any reputable casino will pay it. End of. 32Red are reputable.

What I’m saying, from over 20 years in the industry, is that game payout errors are very rare (except as I explained, where the casino connection to the game server results in no payment at all). In the vast majority, almost all, of the cases I’ve seen, the player has got it wrong.

If there’s an actual error, the game will be taken down. There will be an investigation to see who else was short changed and they will be compensated. I honestly can’t remember the last time this happened. Especially not with a game that’s been in the top 10 popularity wise since it was launched (I’ve got no stats to back that up, but FF is always up there).

As I say, good luck with the outcome but casinos are not out to rip you off! Well, none of the ones listed as accredited on here anyway!

Mark

ahh OK that's reassuring to read. I understand from what you have said. As a player who enjoys fluffy. I can honestly say it has paid incorrectly. As you said, 32red are honest. I can honestly say, I enjoy their games which is why I like to play. This is the first time I have had such an issue. Whether it's down the games being re programmed after the government decided to cash in or something else ..who knows I'm not an expert by any means. I'd like a positive outcome. We shall see what the next 24 hours brings before next steps are decided.

 

[Mark_Lottomart]

ahh OK that's reassuring to read. I understand from what you have said. As a player who enjoys fluffy. I can honestly say it has paid incorrectly. As you said, 32red are honest. I can honestly say, I enjoy their games which is why I like to play. This is the first time I have had such an issue. Whether it's down the games being re programmed after the government decided to cash in or something else ..who knows I'm not an expert by any means. I'd like a positive outcome. We shall see what the next 24 hours brings before next steps are decided.

Well as I say, hope it all works out for you buddy and best of luck with your future gameplay. I’ve got a “secret” interest in 32Red as I worked there for many years before moving to Lottomart and still a close friend with their founder (who has sold the business now).

They’re good guys. It will be settled amicably!

Mark

 

[Johnn]

Well as I say, hope it all works out for you buddy and best of luck with your future gameplay. I’ve got a “secret” interest in 32Red as I worked there for many years before moving to Lottomart and still a close friend with their founder (who has sold the business now).

They’re good guys. It will be settled amicably!

Mark

Do they need a new friend? Ha ha maybe some hints on the best games to get rich with ..Lol

Thanks for your time tonight ? If I get no joy I will be sure to give you a shout first to see if there's anyone we can escalate it to directly

 

[Mark_Lottomart]

Do they need a new friend? Ha ha maybe some hints on the best games to get rich with ..Lol

Thanks for your time tonight ? If I get no joy I will be sure to give you a shout first to see if there's anyone we can escalate it to directly

Please direct any escalation via Max, he’s got the best connections for this. My ex-colleagues are less likely to be interested in me haha!

PS: No casino games get you rich. Play in moderation and you will lose slowly but hopefully have fun doing so!

 

[Johnn]

Please direct any escalation via Max, he’s got the best connections for this. My ex-colleagues are less likely to be interested in me haha!

PS: No casino games get you rich. Play in moderation and you will lose slowly but hopefully have fun doing so!

Thanks for heads up. I agree on loosing. I'm not winning much but it's a feel good factor when I do ha ha ...just be nice to be paid too ha ha

 

[Johnn]

@maxd Can I seek your advice please. 32red are still no further forward thats despite several chase ups. I was assured there would be a response today and yet again they have nothing new to add. They say they are still waiting for games provider (who is external to them) do I wait for the response? Or do I complete the PAB? Also still no response to private message from @Rob_32Red Many Thanks for your time.