32red kindred group complaint

Kossy1

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Hello I have had a very dark few months due to gambling. I had an account with unibet (kindred group) and spent about 5k on slots all using my partners debit card. No proof of income checks were requested. I also had an account with 32red (kindred group) where I spent over 3k again on partners card. Again no source of funds was requested.

I destroyed my life with this addiction and after a few emails back and forth to unibet about using 3rd party cards I sent an email stating I was suicidal. I sent to email to quite a few related people (gambling) and someone called to police to check on me.

I have recently spoken to 32red regarding deposits taken AFTER this email was sent. As I understand UKGC states casinos have a duty of care to prevent gambling related harm. 32red apparently escalated my complaint but for 10days they refuse to now respond to my emails which have been sent to 32red and kindred.

I believe that kindred group who state on their website to aim to take no revenue from problem gambler by 2023 yet refuse to accept they have failed in their duty with me.

kindred group apply self exclusions across their network but when I sent my email stating I wanted to end my life but I didn’t specifically ask to be self excluded they have closed my account and not self excluded me. For a few days after this I continued to gamble with 32red.

my question is should kindred group have excluded me due to clear harm from gambling or am I completely at fault as I didn’t ask to be self excluded?

I have been to the dr about my mental health, I am also attending GA and have signed up to Gamstop. It is only this last month or so I have started to feel like myself and get quite angry at casinos that pay lip service to gambling harm yet still think the onus is entirely on the player who in this case was clearly not of sound mind.
 

Mark_32Red (retired acct)

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Hi Kossy,

Welcome to the forum and sorry to hear about your situation. I’m the forum rep for 32Red.

I’m not sure if I’ll be able to help expedite your complaint but please feel free to send me your username and I’ll pass it on to the relevant teams.

Given the comments you’ve made here you may want to ask the moderators to set your account as a non gambler to prevent access to certain areas.

Regards
Mark
 

Kossy1

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Hi Kossy,

Welcome to the forum and sorry to hear about your situation. I’m the forum rep for 32Red.

I’m not sure if I’ll be able to help expedite your complaint but please feel free to send me your username and I’ll pass it on to the relevant teams.

Given the comments you’ve made here you may want to ask the moderators to set your account as a non gambler to prevent access to certain areas.

Regards
Mark
I have sent you a message.
 

Kossy1

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Hi Kossy,

Welcome to the forum and sorry to hear about your situation. I’m the forum rep for 32Red.

I’m not sure if I’ll be able to help expedite your complaint but please feel free to send me your username and I’ll pass it on to the relevant teams.

Given the comments you’ve made here you may want to ask the moderators to set your account as a non gambler to prevent access to certain areas.

Regards
Mark
Did you try and escalate this for me? Due to the severity of my issue I have just emailed Nigel Huddleston minister for gambling along with UKGC. 32red have not responded to my emails for 2 weeks now and I have had no correspondence from kindred at all.
 

shadow123

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Tricky situation, I hope you can find some resolution to it.If you havent already done it , please, please do
everything possible to ensure you have no opportunity to gamble online anywhere in the future.
I am talking from experience here although i never felt suicidal just f*****g annoyed at my lack of control
 

Kossy1

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Tricky situation, I hope you can find some resolution to it.If you havent already done it , please, please do
everything possible to ensure you have no opportunity to gamble online anywhere in the future.
I am talking from experience here although i never felt suicidal just f*****g annoyed at my lack of control
Thank you. It’s extremely difficult isn’t it. It’s also very frustrating to not even be able to watch the chase or soaps without gambling adverts on all the time. Problem gambling is a growing concern.

my lack of self control is ridiculous, I could slap myself but the lack of response or interest from kindred and 32red over this just says it all about the gambling industry.
UKGC don’t seem to do very much either to enforce regulations.
 

colinsunderland

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Did you try and escalate this for me? Due to the severity of my issue I have just emailed Nigel Huddleston minister for gambling along with UKGC. 32red have not responded to my emails for 2 weeks now and I have had no correspondence from kindred at all.
It might be worth giving him a chance, it was Sunday afternoon he said he would see what he could do, a lot of specialist teams only work Mon-Fri working hours, so he's probably only had around 3-4 hours to do anything. Marks a good rep, I'm sure he will get back to you as soon as he can.

Did you not have to go through KYC and supply ID and a copy of the card you were using?
 

Kossy1

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It might be worth giving him a chance, it was Sunday afternoon he said he would see what he could do, a lot of specialist teams only work Mon-Fri working hours, so he's probably only had around 3-4 hours to do anything. Marks a good rep, I'm sure he will get back to you as soon as he can.

Did you not have to go through KYC and supply ID and a copy of the card you were using?
My dig at lack of communication was not aimed at mark. It’s 32red I’ve been emailing for 2 weeks and they will not respond to me.

definitely didn’t get asked for proof of card. I can’t actually remember if I was asked for ID I think it was possibly done ‘-automatically’ online.

my compliant as such is lack of duty of care to prevent harm. When I sent email stating was planning suicide to unibet, they didn’t exclude me for problem gambling they closed my account. Which meant issues were not flagged up with 32red.
 

Mark_32Red (retired acct)

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It might be worth giving him a chance, it was Sunday afternoon he said he would see what he could do, a lot of specialist teams only work Mon-Fri working hours, so he's probably only had around 3-4 hours to do anything. Marks a good rep, I'm sure he will get back to you as soon as he can.

Did you not have to go through KYC and supply ID and a copy of the card you were using?

Thanks for the support Colin.

I’ve got the message and will hopefully be able to respond soon. It’s a bank holiday here in Gibraltar today too so not a working day for a number of teams.

Mark
 

Mark_32Red (retired acct)

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@Kossy1,

Again, sorry for the short delay on this.

I've managed to speak to a colleague who was dealing with your complaint and I have replied to your private message. In short, this complaint has been responded to in full and I am not able to assist further. As part of our complaints procedure I would usually advise you to speak to an ADR to escalate your complaint but I am advised you have already exhausted that option. I'm not sure if you can use Casinomeister's PAB service if you've already been through a different ADR, perhaps @maxd can advise on that.

Please take some time to look at the links I sent you in my response and seriously consider joining
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Regards,
Mark
 

maxd

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I'm not sure if you can use Casinomeister's PAB service if you've already been through a different ADR, perhaps @maxd can advise on that.

Given the nature and severity of this issue -- AFAIK the UKGC has made it clear that Responsible Gaming issues are for them to decide -- my advice to the OP was to take it to the UKGC asap. I've been told that has already been done and the UKGC has told the OP that they'll hear back within 20 days. However unsatisfying it may be I'd say the OP needs to sit tight and see what the UKGC has to say.
 
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Mark_32Red (retired acct)

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Given the nature and severity of this issue -- AFAIK the UKGC has made it clear that Responsible Gaming issues are for them to decide -- my advice to the OP was to take it to the UKGC asap. I've been told that has already been done and the UKGC has told the OP that they'll hear back within 20 days. However unsatisfying it may be I'd say the OP needs to sit tight and see what the UKGC has to say.
Thanks Max.
 

Casinomeister

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Thank you. It’s extremely difficult isn’t it. It’s also very frustrating to not even be able to watch the chase or soaps without gambling adverts on all the time. Problem gambling is a growing concern.

Please oh please - read this page:
How to Quit Gambling - or at least cut down a bit

And please sign up with Gamstop here:
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I will also set your account to the Quit Gambling group once this is settled. It will keep you from being able to read and participate in the "gambling" forums, but yo will able to participate in the social ones if you so choose.
 

Casinomeister

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Changing the title to this since it seems to be a bit sensationalized. Once this settles, or once we get to the bottom of this, I will reconsider re-editing the title.
 

Kossy1

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I have received a response from UKGC which is a joke to be honest. They have advised that they do not get involved with exclusions or problem gamblers and have advised me to follow the casinos internal complaints procedure, which I have. 32red doesn’t believe that a person who demonstrated intention to self harm as someone who has a problem.
Quite frankly what is the point in UKGC? They set rules which it doesn’t matter if casinos follow them or not. They will not get involved with assisting vulnerable players.
They have said my only other option is to take the casino to court.
 

colinsunderland

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I have received a response from UKGC which is a joke to be honest. They have advised that they do not get involved with exclusions or problem gamblers and have advised me to follow the casinos internal complaints procedure, which I have. 32red doesn’t believe that a person who demonstrated intention to self harm as someone who has a problem.
Quite frankly what is the point in UKGC? They set rules which it doesn’t matter if casinos follow them or not. They will not get involved with assisting vulnerable players.
They have said my only other option is to take the casino to court.
You could ask them why they got involved previously with 32Red and a problem gambler, but won't now

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Ask them how your case if any different?

Further on you could get in touch with the press, the Guardian love stories like this, especially when theres evidence the UKGC don't care.
 

Kossy1

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You could ask them why they got involved previously with 32Red and a problem gambler, but won't now

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Ask them how your case if any different?

Further on you could get in touch with the press, the Guardian love stories like this, especially when theres evidence the UKGC don't care.
Thank you I will contact the press. I did reply to UKGC basically asking what was the point in them, they set regulations but don’t seem interested in enforcing them.
 

Kossy1

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After further digging unibets responsible gambling department indefinitely closed my account on 5th July 2020. Surely this should have applied across kindred group if I was such a liability. (Which I am) since then 32red have received £3499 in deposits. I don’t believe they should have taken any of those.
UKGC are not remotely interested they dated that they are a regulator not an ombudsman.

max am I able to have the PAB started again?
 
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