32Red Is telling me i did not wager enough for the 50 match bonus

[Newbie]

I clearly wagered 1600 using my own calculations . I contacted live chat upon knowing that my withdrawal of 160 was reversed . In the e-mail , they claimed i only wagered 1338 . Livecheck got me to check the playcheck with them together . I did . Turns out that it is less than 1000 .

I'll post the chat details soon as i'm still in the chat at the moment . They are obviously trying to push the problem down to the inability of my calculations . I don't win regularly at 32red . So , this is a legitimate win isn't it ? And yet , i'm not allowed to withdraw .

Could the "boss" of 32red casino please explain this ?

The details of the live chat would be posted on the forum once i end the chat .

 

[Newbie]

The chat

Kelly: Thanks for contacting us, Newbie. My name is Kelly, how can I help?
Newbie: hi there . my username is 32RExxxxxx18
Newbie: i have requested for a withdrawal yesterday
Newbie: i believe this is a mistake
Newbie: i even wagered in excess of 100 more
Newbie: just to be sure i have wagered more than 1500
Newbie: and now i get this e-mail which stated i only wagered 1338
Newbie: which means to say i'm left with about 162
Newbie: i used a calculator to aid me in my calculations
Newbie: so i couldn't be wrong
Kelly: please bear with me one moment while I check your account details
Newbie: i believe u should process the cashout for me immediately
Newbie: i'll wait for you meanwhile
Kelly: im sorry but you have only wagered 1338.00 our systems do not make mistakes and I can only suggest that you have miscalculated as soon as you have wagered a further 162 you will be eligble for withdrawal.
Kelly: this is stated in the terms and conditions that you are advised of before joining this promotion
Newbie: i know
Newbie: i have clearly wagered more than that
Newbie: i'm very very sure
Kelly: im afraid you are mistaken you have only wagered 1338.00
Newbie: something is wrong if you're asking me to wager some more
Newbie: if i tell you i'm very sure of it ?
Newbie: i'm not trying to quarrel here
Newbie: just trying to make a point
Kelly: im sorry but our systems are very accurate and do not make mistakes you have only wagered 1338.00
Newbie: cause i'm very sure i have wagered that much
Newbie: my calculator is more accurate too
Newbie: are you trying to say my calculator is spoilt ?
Newbie: what kind of service are you providing me at the moment
Newbie: you sound very rude
Kelly: all i am saying is that you must of been mistaken when adding your calculations
Newbie: you are insisting that i'm the one making the error
Newbie: the 32red i know of does not speak this way
Newbie: i can safely say i did not make any mistakes
Kelly: I can assure you our systems do not make mistakes with the wagering you have only wagered 1338.
Newbie: i even wagered 100 more in excess of my 1500
Newbie: so you can say in actual fact i did 1600
Newbie: and yet system recorded 1338
Newbie: and now i have to wait an extra day
Newbie: if u're willing to do the withdrawal for me immediately after i do the 162
Newbie: i'll do it right now
Newbie: gotta be fair for me too
Newbie: if i did not meet the requirements , i don't think i'll have the cheek to press withdraw
Kelly: one moment pls
Newbie: ok
Newbie: i hope you can give me a satisfactory answer too
Kelly: could you just look through your play check and double check your calculations and I will do the same here for you
Newbie: i don't use playcheck to check
Newbie: i only trust my calculator
Newbie: and i am very sure of my calculations
Newbie: its your system that has the problem
Newbie: to be sure again , i'll do the playcheck now
Newbie: just for the benefit of both of us
Kelly: i am doing this as well
Newbie: ok lets do it together
Newbie: hmmm less than 1388
Newbie: i dun think i even hit 1000
Newbie: your playcheck is not working
Newbie: so your system can't even exactly confirm how much i wagered
Kelly: one moment pls i am still checkin
Newbie: meanwhile , i'll type what i think of here first
Newbie: i signed up from casinomeister , they told me about 32red
Newbie: i guess i'll have to put up a topic in the forum .
Kelly: ok, can you please make sure that you are checking all three sheets of the play check because i have just counted myself and have found this to be correct
Kelly: however if you still do not believe this I will speak with my manager and have her review your account then email you with details
Kelly: can you confirm your email address please
Newbie: i want to get my withdrawal by today
Newbie: would that be ok ?
Newbie: if you want to win back something
Newbie: there's nothing i can do
Kelly: im afraid this is not going to happen until you have wagered the required amount
Newbie: ya]
Newbie: which is why i'm saying
Newbie: i would wager 162 now
Newbie: is it ok ?
Kelly: also the cash-ins have been processed today and nor more would be able to be processed today
Newbie: i'll make a phone call in myself now
Newbie: i'll end the chat here
Newbie: good day

I made a call to the support team . got pretty much the same answer .

They are insisting that my calculator is spoilt .

Any comments would be appreciated . I'll send a pm meanwhile to CM for help .

 

[tencardcharlie]

Did you count VP doubling which do not count towards the WR?

You could also easily have done something wrong in your calculations even if your calculator is working perfectly, counting the same wager twice or so.

Anyways, it's just 162 in WR. You can just autoplay the rest on blackjack and be done with it.

 

[Newbie]

well , i have done the 162 meanwhile . I did around 400 back for them .

Its not the 162 that matters here . What matters is they are trying to find an excuse not to let me cashout .

While i was playing the first 162 just now , i was down 30 just by flat betting $2 . What a run . Fortunately , i stuck by the game and got it back eventually . To purposedly spike them , i made sure i cashout the same amount which they needed me to wager .

Guess that ? Its 162 .

Did you count VP doubling which do not count towards the WR?

You could also easily have done something wrong in your calculations even if your calculator is working perfectly, counting the same wager twice or so.

Anyways, it's just 162 in WR. You can just autoplay the rest on blackjack and be done with it.

 

[tim5ny]

Stop your crying and finish the WR. ( and throw your .10 cent calculator out the window)

 

[Newbie]

Just contacted sarah in the live chat . Well , she actually resolved my problems after i made the 162 wagering and even gave me 20 bucks with 1x wagering requirments after the hassle and problems i created .


I would like to take this opportunity to say sorry to 32red Casino again .

I'm sorry .

You proved that you deserved to be in the meister's list .

Stop your crying and finish the WR. ( and throw your .10 cent calculator out the window)

 

[Macgyver]

Newbie: meanwhile , i'll type what i think of here first
Newbie: i signed up from casinomeister , they told me about 32red
Newbie: i guess i'll have to put up a topic in the forum .

And threatening to post on Casinomeister is a really good way to make sure that whatever problems you encounter are resolved in your favor.

[/extreme sarcasm]

 

[Newbie]

Anyway , matter is resolved . i don't think we need further comments anymore .

I pointed that out because i seem to read a thread previously before on someone who had wagered enough but the systems did not think so .
So i thought it would be appropriate to post another one here .

And threatening to post on Casinomeister is a really good way to make sure that whatever problems you encounter are resolved in your favor.

[/extreme sarcasm]

 

[soflat]

I think you should give Kelly the $20.

 

[jetset]

Kelly sure has patience - she deserves a payrise, Ed!

 

[chuchu59]

Wow! A surefire way to get an extra twenty quid. Yep, and why say sorry if you are 'sure' that they are trying to prevent you from cashing out. Sheer hypocrisy.

 

[amandajm]

Can't be hard for a software supplier to avoid this sort of thing by implementing a countdown where bonus playthrough is calculated and displayed on the fly.

 

[tim5ny]

Can't be hard for a software supplier to avoid this sort of thing by implementing a countdown where bonus playthrough is calculated and displayed on the fly.

How true! But pretend you are the software provider (or ANY casino). Would you want the player to know the precise minute he/she could bail out and collect? You want to keep them playing as long as possible.

 

[managra]

Can't be hard for a software supplier to avoid this sort of thing by implementing a countdown where bonus playthrough is calculated and displayed on the fly.

EXACTLY !!! This could also help a player to detect early on that he's playing games whose wagering don't count for the T&C of the new bonus. That could spare a lot of misery.

And not giving players this sw in order to keep players wagering as long as possible, as tim5ny mentioned, is just so manipulative. However, there are some casinos whose logs tell a player very easily how much he has wagered (Intercasino, William Hill, for example). They keep on offering their monthly bonuses so those wagering logs must not have hurt their business too much.

 

[tim5ny]

And not giving players this sw in order to keep players wagering as long as possible, as tim5ny mentioned, is just so manipulative.

It's not manipulative unless a casino comes back and hits you with a sudden change in T&C's or just outright lies and says you haven't wagered enough yet. This wasn't the case as far as Newbie's bitch was concerned. Everything was in black and white. His calculations were obviously wrong. Not displaying a countdown of WR left is just smart business on the casino end. I wouldn't call it "manipulative". A person should just keep track if he/she intends on running away the minute the WR is met. Simple as that.

 

[paul02085]

No wonder some casinos act like jerks.

 

[Macgyver]

Anyway , matter is resolved . i don't think we need further comments anymore .

If you didn't want comments, you shouldn't have posted the whole chat log in here or this:

Any comments would be appreciated

I'm sorry, but the whole chat comes off as patronizing and condescending, then threatening. The only reason you don't want comments now is because you got paid AND they gave you some free money.

So there you are ...

 

[elscrabinda]

And threatening to post on Casinomeister is a really good way to make sure that whatever problems you encounter are resolved in your favor.

[/extreme sarcasm]

It is actually. Its a great way.

I don't like sinking to the level of casinos any more than the next person but the fact is that most casinos reputable or otherwise are as scared as anything of this forum. Obviously blackmail when yours is not a legitimate complaint is out of order but if you have a genuine problem with a casino you'd be amazed how quickly it gets sorted out at the mere mention of this site. I've had the manager of an RTG casino ring me up seconds after mentioning this site in a live chat and agree to pay me the full amount of a contested withdrawal

 

[Casinomeister]

I can understand why some players are fearful that either that they won't get paid, or that the software cheats, but in this case the fear was unsubstantiated in my opinion.

Newbie: cause i'm very sure i have wagered that much
Newbie: my calculator is more accurate too
Newbie: are you trying to say my calculator is spoilt ?
Newbie: what kind of service are you providing me at the moment
Newbie: you sound very rude

C'mon, give the girl a break. There was no need to go to this extent - posting chat logs, etc. You don't need to get so paranoid. I thought Kelly was doing fine, and MG software isn't some crappy brand that goes tweaky on you. Maybe you were drinking too many cups of coffee and let the caffeine get the best of you.

All I am saying is this could have been a bit more mellower, and you didn't have to rag on poor Kelly.

As for the mentioning of Casinomeister. Personally I hate it. It's like someone saying "I'm telling daddy." But then I can understand it - like elscrabinda mentioned "if you have a genuine problem with a casino you'd be amazed how quickly it gets sorted out."

I just wish it wasn't necessary.

 

[scrollock]

Newbie: i signed up from casinomeister , they told me about 32red
Newbie: i guess i'll have to put up a topic in the forum

thats so pathetic, its annoys when people do this.

reminds me of when i was at school and i use to beat up the kids who were smaller than me, they use to always say "i'm getting my dad onto you"

 

[Simmo!]

reminds me of when i was at school and i use to beat up the kids who were smaller than me, they use to always say "i'm getting my dad onto you"

Quite right too you bully

Have to say that i agree Microgaming should put something clear in the software that tells you EXACTLY how much you have wagered. Playcheck while useful, is slow and cumbersome in that regard. It wouldn't hurt and can't be too tricky.

That said, I agree that threatening to post in a forum to get your way is a bit shabby though. If i was a CS rep and got this regularly, I'd be thoroughly pissed off by lunchtime. On the other hand, it can work in reverse like this thread and show that CS are patient and helpful so in actual fact, its been a positive for the casino and definately gets a for poor Kelly.

 

[johnsteed]

***


Simmo!

Have to say that i agree Microgaming should put something clear in the software that tells you EXACTLY how much you have wagered. Playcheck while useful, is slow and cumbersome in that regard. It wouldn't hurt and can't be too tricky.

It can't be that hard to do. And why haven't they not done something about it already?


For being what is generally considered the best software provider, why haven't they introduced an upgrade where you can see how much you've wagered? This isn't a knock on 32Red, but it's certainly a knock on MG software. If you're going to implement wagering requirements, you should (100%) indicate what still needs to be played through. At least with Cryptologic and RTG, there's indication as to what needs to be played (a handy tool).

It's lame that we have to sit here with our calculators (and notepads), tabulating our bets. While I'll be quick to say that it isn't the hardest thing to do, it's still tedious and unnecessary. Even if they do want you to keep playing (above and beyond the wagering requirements), they could make it easier. T&C's/WR have become more difficult to fulfill over the years, and with the changes (and the times) they should upgrade their software (for the player). They likely won't, but they should.


Steed

***

 

[scrollock]

i think not having a wagering mechanism in the software is counterproductive for the casinos, as the only people who will be bothered about wagering the exact amout will be those playing for the bonus, thus these people are the ones who will know roughly when they have done the wagering, but will still hassle CS for confirmation, thus resulting in extra cost for the casino on an account which is already a loser for the casino.

 

[Pinababy69]

Well, I'm sorry...I'm not usually rude to people here on the forum but Newbie, the way you talked to that girl on chat was rude. Wouldn't it have been much easier to wait until you spoke to Sarah (I believe she's the customer service manager). I have dealt with her before and she is awesome. Or you could have come here and sent a Private Message to Pat Harrison (path) or Ed Ware. Your attitude was uncalled for...and Jetset I agree, Kelly deserves a raise by all means.

For future reference Newbie....posting chat logs and posting a complaint period should be a last resort, not the first thing you do.

 

[GrandMaster]

Newbie: i don't use playcheck to check
Newbie: i only trust my calculator
Newbie: and i am very sure of my calculations
Newbie: its your system that has the problem

I like this.