32Red: resolved

[darkpixie]

Well because everyone was so darned excited about 32Red I decided to give it a go and here was my experience:
First off they wouldn't take my credit card. FIRST CASINO every that had problems. So ok, I funded my Neteller and Deposited $25 so that I could get the "Slot Bonus".
So I do this, of course no problems with Neteller.
Then I sent off for my bonus and waited and waited with no response.
So I decided to go to chat to ask how long the process was as they don't want you to start playing till the bonus hits your account.
First chat screen 'Emma' comes on I ask my question and I sit and wait for 10 minutes and she NEVER replies.
OK, close the chat and try a new one, this time I get "Steven" who is much more attentive, I ask about the bonus and he informs me that I must deposit $50 to access the bonus!!! WHAT??? As is CLEARLY evidenced in this screen shot all I have to do is "Deposit $25 or more" to access the bonus. I point this out time and again and this guy doesn't budge. So yeah I am TICKED OFF and won't be playing there any time soon. In the end I withdrew my deposit and so now I have to wait 24 hours for it to hit my Neteller. There goes my Sunday Slot Fun!

 

[spearmaster]

Welcome to Casinomeister, DarkPixie!

Sorry to hear about your problem with 32Red - I'm sure one of them will be in here to fix it up for you soon.

But you have obviously been practicing... you got all the right details and the screenshot, and even got it posted nicely

I agree that the offer is probably confusing - I'm not quite sure which way they intended that offer to be taken. But it does say 25 pounds - which would convert to almost $50.

Still, this is against their usual practice if I am not mistaken - if they state a number it usually applies to whatever currency you registered when you opened an account, so I too would believe that to read $25 to get your bonus.

Anyhow, let's see how long it takes for them to get to it - you might also try PMing one of the representatives in here.

 

[darkpixie]

Thanks for the Welcome!
And YES! It is standard, if it says 25 it means whatever currency you are wagering in.
Anywho, I'll just let this post stew a bit and see what comes of it, mostly they REALLY need to change thier website! I had to crop to make it small enough to fit in this post, but I have the full screenshot with URL as well in case the details are magically changed.
I recall a similar bait and switch happening at another casino but I can't recall at the moment which one it was.

Also, I stayed up till 2:00 AM drooling over all the winners screenshots last night! Some of you guys have some pretty intense brassballs to be betting $10 and up on a spin... OH my! I WISH I could get my bank roll up that much...lol Lets just say that when I shut my eyes last night I won jackpot after jackpot. Waking up was VERY disappointing...haha.

 

[GrandMaster]

The text says "This bonus lets you claim a 100% deposit match on initial deposits between 50 and 100", so clearly someone messed up, but hopefully someone will sort it out soon. Have you pointed it out the CS reps that the website says 25 minimum deposit?

 

[darkpixie]

Hmm this is very interesting, is this just REALLY BAD customer service?
I went back and looked at the Casino Games Bonus, and it too says EVERYWHERE that the min deposit is $25, have a l@@K....

 

[darkpixie]

Yup...

" As is CLEARLY evidenced in this screen shot all I have to do is "Deposit $25 or more" to access the bonus. I point this out time and again and this guy doesn't budge."

Is what I wrote up in my original post, guess you missed it. I even sent him to the webpage and asked him to read graphic #3

Still no go.

You'd think he would have offered me the other bonus if he wanted the casino to have my measely $25 eh?

 

[GrandMaster]

Hmm this is very interesting, is this just REALLY BAD customer service?
I went back and looked at the Casino Games Bonus, and it too says EVERYWHERE that the min deposit is $25, have a l@@K....

It is weird because I see this:

 

[spearmaster]

The problem is that the currency they are talking about is pounds. Either there has been some miscommunication internally, or support got it wrong, I think, but like I said just wait a bit and I'm sure they'll fix it up nicely

I don't think the website is necessarily wrong, as they are UK-centric - but it is definitely unclear.

Once this is sorted out I'm sure you will enjoy yourself at 32Red in the future.

 

[Zacaroni]

I guess it's how you look at it.......open mind, not affiliated with them.

As a new player to 32Red Online Casino, we'll give you up to £100 COMPLETELY FREE! You can claim up to £100 by taking advantage of our fantastic Slots Welcome Bonus, or up to £50 by claiming our Casino Games Welcome Bonus. Please note bonus amounts are the same in US Dollars, Euros, British Pounds, and Canadian Dollars.

This is from the website. Bonus amounts the same is the catcher....Are they refering to the percentages?? or dollar amounts??

They are clearly stating 25 British Pounds though, not $25 dollars.
The conversion rate is almost $50 USD. I'm sure Canadian money is similar.

They do advertise 2 seperate bonuses
The Slots Welcome Bonus
The Casino Games Bonus

I'm sure if it has to be the same value.
If it was Britains, you have to deposit $50 USD worth, but Americans can deposit $25 USD worth, there would be a bunch of mad Englishmen, lol.

 

[darkpixie]

Grandmaster, that is the SLOTS BONUS page, I was refering to the CASINO GAMES BONUS page in that more recent screenshot.
Its very clear it is $25 in that one!

 

[darkpixie]

Zacaroni, as spearmaster pointed out, any casino worth its salt will honour the # based in your home currency.

 

[GrandMaster]

Grandmaster, that is the SLOTS BONUS page, I was refering to the CASINO GAMES BONUS page in that more recent screenshot.
Its very clear it is $25 in that one!

In your 1st post you wrote:

Well because everyone was so darned excited about 32Red I decided to give it a go and here was my experience:
First off they wouldn't take my credit card. FIRST CASINO every that had problems. So ok, I funded my Neteller and Deposited $25 so that I could get the "Slot Bonus".

In any case, there is a discrepancy between the pictures and the text on that page, so 32red should sort it out soon.

Zacaroni, as spearmaster pointed out, any casino worth its salt will honour the # based in your home currency.

Not necessarily, some will have different nominal amounts in different currencies (60 instead of $100), some will make up non-existest international foreign exchange laws, others will not credit bonuses in pounds.

 

[tennis_balls]

the problem lies with the Brits......they should give up on that silly currency of theirs and use US dollars....since they are now a colony of the US

 

[nektar4d]

the problem lies with the Brits......they should give up on that silly currency of theirs and use US dollars....since they are now a colony of the US

I thought England was part of the EU...
They should use Euro currency!
:notworthy

 

[andyhinckley]

I thought England was part of the EU...
They should use Euro currency!
:notworthy

I don't think we will ever give up our 's!!!

but back to the OP,
I am sure he will experience the 1st class CS from either Pat or Ed now he has made a point?

 

[chuchu59]

The casino only started accepting players from the US about half a year ago. The website was clearly geared towards the UK and European markets and probably they havent thought of adding the $ factor to their promotions which seems an oversight. The right thing for 32 RED to do is to honour the promo terms and treat $ as Sterling Pounds until they alter the promo terms to cater for $ as well. The players will still need to meet the WRs anyway.

 

[Slotster!]

I'm astonished you didn't get an instant response in live chat. I've never waited longer than a minute.

PM Ed or Pat in this very forum, I guarantee they'll sort this either way no messing.

 

[GOCC]

I am amazed that none of you seasoned posters have picked up on this.

In the posters ORIGINAL post, he has asked for the Slots Deposit Bonus.
The terms as clearly stated are on Deposits of 50-100 IRRELEVANT of CURRENCY

Now the terms and conditions that the poster has quoted is for the Casino Games Bonus. This is on deposits of 25-50. This is COMPLETELY seperate

So basically, the casino are SPOT ON. You deposited 25 for the slots only bonus which is contarary to their terms and conditions. Its no good spouting that they are wrong when they are not, it is you.

I look foreward to reading your appology to the casino

 

[chuchu59]

Yeah, you are correct. It is stated in the website that a minimum deposit of $50 is required for the slots bonus but then darkpixie's post also did show a screenshot where it is stated that a minimum of 25 is required. So which is right or could 32 RED have altered the Terms recently. You will note that there is another bonus called the 'casino games bonus' which requires a minimum of $25 but in the attached boxes it states deposit $50 or more. It could be that they rushed changes to the promo resulting in an oversight.

Furthermore, if indeed $50 should be the minimum deposit for the slots bonus the CSR could have tried to persuade the player into accepting the other bonus which has a $25 minimum deposit and which allows many other games, including slots. The WRs are different of course but this would separate 32 RED from most of the other MG casinos and I would readily admit that they are usually a cut above the rest.

 

[soflat]

The graphic in the original post clearly shows a minimum 25 deposit, and I'm sure they'll make good on the offer (it's too bad the player had to go thru so much just to get it, but it happens).

 

[path]

32Red

Hi,

Thanks to all who have taken the time to post their views.
Firstly, I would like to offer my apologies to darkpixie for the confusion and disappointment that we have caused.

There are a number of issues raised in this post that I would like to deal with.

We offer two types of Welcome Bonus at 32Red and each bonus has its own set of Terms and Conditions. The Casino Games Bonus is available on initial deposits of between 25 and 50 units of currency. The Slots Bonus is available on initial deposits of between 50 and 100 units of currency. We were correct in declining the request for the Slots Bonus based on the fact that the initial deposit was for 25 units of currency. We were incorrect, in that we displayed on our site that the Slots Bonus was indeed available on initial deposits of 25 units of currency. Given this rather public error, I am disappointed that we didnt honour the bonus as requested.

Moving on to the subject of currencies. Our bonus amounts are consistent across all the currencies that we accept. As an example, in the case of the 25 claimed then the 25 bonus will be added in the currency that the player has chosen to operate their account in. So if you play in s your bonus would be 25 and if you played in US$ then the bonus would be $25. Hopefully that makes sense!

It is not our practice to leave people waiting for this length of time on Live Chat, as I am sure that you can understand. The average wait time for a chat to be first answered was under 12 seconds on Sunday. We do occasionally experience technical problems with the chat facility in that we dont get the messages displayed our end, and as far as we can tell the chat appears inactive. These problems are often to do with connectivity issues between the players PC and our server. These times are few and far between and can occur at busy periods. It is possible that this chat has fallen foul of this technical problem. I can assure you that we havent simply ignored the chat in this case and I would suggest that if anyone experiences a similar problem then close the chat window and start it again. Not ideal I know, but it would save people hanging around and feeling ignored.

I have dropped darkpixie a PM so that I can more fully explain what has happened.

Regards
Pat

 

[darkpixie]

Hi for all interested, Pat has PM'd me.

 

[chuchu59]

Great! Reverse the direction of the thumb, please.

 

[darkpixie]

I don't know how to edit my original post to change a thumbs down to a thumbs up! But Pat from 32Red has really gone above and beyond what I expected!

Thanks!

 

[Simmo!]

I don't know how to edit my original post to change a thumbs down to a thumbs up! But Pat from 32Red has really gone above and beyond what I expected!

Thanks!

Uh-oh. If he offerred you a Swindon Town FC season ticket, run!