here are my 2 cents....
first a few words about me... i usually play daily at at least one of the 4 32RED casino ever since i joined them nearly 3 years ago with deposits in excess of $150K/year. Been playing online at Microgaming casinos since 1998. Overall, i think, a seasoned player who will not complain too much about losing (as you get used to it
) nor over a few declined bonus requests. Their previous player support manager, Steve, told me once that i was the player with the most time spend in their 4 casinos.
Why did i join 32RED? - Good promotions, superb customer support, fast payouts.
Well, recently this has gone downhill and i wonder how much that is connected to their share prices falling by some 50% this year.
I give casinos 1 - 5 starts and 32RED was always at 5*. I downgraded them to 4* when they stopped paying out withdrawals on weekends. A few weeks ago i downgraded them further to 3* as the player support was lacking. I experienced this year unusually long periods without some good runs or payouts and would get really good support from them in terms of additional purchase matches or goodwill bonus chips. This however, stopped abruptly a few weeks ago, hence the downgrade.
This week i reduced them to just 2* after realizing that contrary to what they state on their website, they don't really care anymore about their players. Player support (online chat) has become virtually non-existent lately except for flushing winnings if you manage some... they are on a strict path to reduce bonus chips given to a player to a minimum possible. The best comment i got from their support was:
"we provide the casino games for entertainment not for winning!!!" .... so much to encourage a player to keep playing there
Here a few recent examples:
- starting about 2 months ago support declined over a period of a few weeks over 30 times in a row my requests for some extra bonus chips without a deposit, even after depositing a few thousand in a day
- last week i deposited over 2500$ within a few hours and lost it, didn't get a single extra chip from them... where in the past i would get easily another 5-10%
- reducing loyalty tier - i have been on the top tier of their loyalty schemes on all 4 casinos for at least 2 years now, never been a problem...suddenly, 2 weeks ago out of the blue they downgraded me on 3 of their casinos, just like that...knowing very well that a lower tier means lower bonus amounts in their promotions... e.g. on their 100% promo days the top tier gets up to 200 max in bonus chips, the lower tiers only 25!!! If they really value their players then they would send out first a warning message that a downgrade is imminent, giving the player a chance to deposit more and stay on the top tier. I deposited on all of those 3 casinos pretty much the same amount every year and suddenly it is not enough!!!! Funny way of getting rid of your loyal players.
- i wrote to the player support manager a few times in the past months as my losses were mounting and asked him for a manager review. Jon would always do a few extra chips, now 5 requests in a row declined and that with the same level of deposits/bonus chips as always.
- to express my disappointment i wrote an email to their Operations Director, Pat, and the answers i got were basically (if your read between the lines): "i don't give a toss about what you feel and think." He thought it was perfectly OK for support to decline over 30 times in a row requests for some bonus chips even when a player deposits thousands every week and has hardly withdrawn anything in the recent past. He also stated that a warning email to the player when a tier downgrade is imminent is not really needed.
- Pat's answer to my complaint about the tier downgrade: - read between the lines - be happy that we left you on the top tier at 32RED - i deposited some 40K in the past 4 months at 32RED alone, if that is not enough for the top tier i don't know what is enough.
All the more a reason for me to stop playing at this group or reduce my play to the 50 & 100% promo days.
I have not written this because i lost once and got disappointed...I play daily and know very well "how the cookie crumbles" ..... it has been the last few months that 32RED has gone downhill and just disappointed me so badly.....i can see already the next steps to raise shareholder value.... reduces payment runs to just 1/day, introduce pending periods (so more players reverse and lose the dosh), higher tier requirements etc.
I can see that they are in a chicken-and-egg situation...having to raise shareholder value does not go well with treating players with extra sweets as that eats into their margins. Just thought I'd share this with you so you avoid disappointment on your side
They are still among the best places to lose your dosh online but in my view not the best anymore by a mile.
Good Luck
Harry
This.
. This forum really for people who enjoy a flutter and general casinos games and if they have problems with casinos paying out and warning other on bad casinos.
