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32Red responsible gambling issue

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Mini141, Sep 6, 2017.

    Sep 6, 2017
  1. Mini141

    Mini141 Registered

    Location:
    Norfolk
    Hi. I have proof of a chat I had with 32 stating that I wanted to self exclude and that I am a problem gambler. After a bit of time had passed I lost control again and gambled with 32 red after I found out that they hadn't put any restrictions on my account and basically just completely ignored my request to self exclude. I assume to hope that I will bet again in the future which of course being a self proclaimed problem gambler I did. I feel that they haven't taken responsible gambling seriously and therefore I feel i should be entitled to my deposits back. Thank you
     
  2. Sep 6, 2017
  3. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    If you in any way can prove a chat like that then, depending on what it says, you probably will get the deposits back that was made after the chat.
    I know they want you to fill out a form and send it back to them but in the meantime you should have been restricted.
    You have a tab above with i-Gaming reps. Send one of the reps for 32Red a private message and I'm sure they will help you out.

    I bet you wouldn't have come here if you had won wanting to give the money back though.
     
  4. Sep 6, 2017
  5. Mark_32Red

    Mark_32Red Affiliate Manager for Accredited Casinos

    Occupation:
    Head of Marketing
    Location:
    32Red Marketing Dpt
    Hi Mini,

    Sorry to hear about your gambling problem. If you could kindly send me your username in a private message, I will investigate this for you and ensure your account is self excluded if it hasn't been already.

    Regards,
    Mark
     
  6. Sep 6, 2017
  7. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Yay... another one. You only get deposits back if they are for void bets, i.e. you've been identified as previously excluded and managed to play. 32red have a dreadful RG interface admittedly, but I'm sure they wouldn't have let you deposit when officially SE'd with them. Either you've used a duplicate account with varying details or weren't SE'd officially to begin with.

    If you can PROVE you had made a definite request (unfortunately not via chat as the 32red procedure is slow and requires an e-mail via their interface with a 48-hour response time and I don't think CS chat can SE you!) and it was done the correct way as per their convoluted procedure then raise a PAB here.

    I'm guessing you spoke to chat and never bothered to send the e-mail afterwards to which they would have replied confirming your SE. If so, not a lot you can do. I agree their system is terrible and not in the spirit of UKGC regulations, but there's no way they'd keep deposits from an SE player.
     
  8. Sep 26, 2017
  9. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    I see that the casino rep has gotten involved already - so hopefully all will be squared away. Please let me know when this is resolved so that we can place your account in the non-gambling user group. Thank you.
     

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