32red self exclusion service is this a joke?

[zazedac]

Recently I have been playing online slots a little too much for my liking. Having too much time on my hands of late and losing too much money I tried self excluding myself from 32red casino. For a month now I have repeatedly emailed them with no success. I even stated in one email please I think I may have a gambling problem and still they didn't close my account. So of course I've been back and deposited stupid me. All they say is follow this link. The link leads you to a page where you enter your account number not username and password. I asked them repeatedly to email my account number they say they have but nothing. Seems like entrapment to me I don't understand how they can be such a highly rated casino but I do understand how they make so much money, preying on problem gamblers.

 

[maphesto]

32red are accredited here and I suggest that the first thing you do is to send their rep here a message.

Gambling problems are serious issues and there are probably casinos out there who takes advantage of them. 32RED isn't one of them, they are good guys.

 

[PaaskeDenmark]

Did you PM the REP here??

 

[PaaskeDenmark]

32red are accredited here and I suggest that the first thing you do is to send their rep here a message.

Gambling problems are serious issues and there are probably casinos out there who takes advantage of them. 32RED isn't one of them, they are good guys.

Same second lol nice one

 

[P.V.]

Recently I have been playing online slots a little too much for my liking. Having too much time on my hands of late and losing too much money I tried self excluding myself from 32red casino. For a month now I have repeatedly emailed them with no success. I even stated in one email please I think I may have a gambling problem and still they didn't close my account. So of course I've been back and deposited stupid me. All they say is follow this link. The link leads you to a page where you enter your account number not username and password. I asked them repeatedly to email my account number they say they have but nothing. Seems like entrapment to me I don't understand how they can be such a highly rated casino but I do understand how they make so much money, preying on problem gamblers.

You would need to provide proof of this accusation as this is one of the highest accredited casino's here at CM.

Feel free to post your emails and replies excluding any personal information of course.

I'm highly interested in self exclusion requests, failures, not saying this is the case here but maybe Max can move this down to the Quit Gambling thread for further discussion.

 

[Balthazar]

I've been saying this for a long time, MG needs a built-in Auto-exclusion feature in their software. Relying on the operator, as good as they are (just like in this case with 32Red), is not good enough. Having to email and explain yourself can be humiliating, too.

 

[Tirilej]

Recently I have been playing online slots a little too much for my liking. Having too much time on my hands of late and losing too much money I tried self excluding myself from 32red casino. For a month now I have repeatedly emailed them with no success. I even stated in one email please I think I may have a gambling problem and still they didn't close my account. So of course I've been back and deposited stupid me. All they say is follow this link. The link leads you to a page where you enter your account number not username and password. I asked them repeatedly to email my account number they say they have but nothing. Seems like entrapment to me I don't understand how they can be such a highly rated casino but I do understand how they make so much money, preying on problem gamblers.

If you have said you have a gamblingproblem they usually close the account down immediately.
What is the link you are talking about? I have never heard that they are making you fill in any kind of form to get the account closed.
If you had just opened the livechat you would have had it done directly.
Also to say that you don't have the accountnumber but that you have been in and played again makes me think that you only wants to bash this casino.
Time you take some responsibility yourself!

 

[Balthazar]

Also to say that you don't have the accountnumber but that you have been in and played again makes me think that you only wants to bash this casino.

He says that he knows his username and password but not his account number, and that they ask for his account number to ban him. Can you log in 32red with just a username and password?

 

[zazedac]

Yes you can log in with your username but not to self exclude. For that you need your acct number. I will happily post all emails the last one stated we have emailed your acct number to your registered email address. I've checked my junk folders also, nothing. Funny though that they couldn't just respond with it only to say they'd sent it. I excluded myself from all online gaming a month ago knowing I was having an issue however have still been playing there as I have had no luck closing my account and temptation keeps luring me back!

 

[zazedac]

Excuse me tirilej I have taken responsibility by recognising my behaviours and making an effort to sort them out. I couldn't give a damn about slandering anyone however I find their lack of assistance terrible. Ill screen shot emails

 

[zazedac]

Ill have to figure how to black my name out first

 

[Tirilej]

Username and accountnr have to be the same thing. What else could it be?

I still wonder why you havn't bothered with livechat? You have had it done in minuts.

I'm happy though that you try to take responsibility to stop, but keep going back is not that.

 

[PNEFOREVER2]

Once logged in,click 'My account' or 'My transactions' and the account number should appear at the top of the page shouldn't it?

 

[P.V.]

Ill have to figure how to black my name out first

You have a valid point if in fact it's true, I have no reason to doubt you at this time nor do I support the fact that you need to take on all responsibilities' for your actions as others have suggested.

Addiction is what it is and there needs to be an easy way out, I agree!

I would hold off on posting until Max checks in and moves it into the Quit Gambling section.

Once there this can be discussed and debated. In the mean time don't gamble as you're clearly searching for support, the Quit Gambling thread will provide support.

 

[AudiManinBoro]

There is obviously some miscommunication going on here somewhere. 32RED if asked with a request like this would respond almost immediately im totally sure of that. There isnt a casino going that has a higher integrity in how it operates its player relations.

 

[threescatters]

There is obviously some miscommunication going on here somewhere. 32RED if asked with a request like this would respond almost immediately im totally sure of that. There isnt a casino going that has a higher integrity in how it operates its player relations.

I agree completely with this

 

[Brooklyn]

32Red is a good place. Has to be a mistake.

Take care of yourself and remember that there is support out there.


At least you are past the first step I wish you the best of luck.

 

[bsilva028]

32red has awesome customer support

i think that contact thei rep or the live chat they will do that

 

[Tirilej]

The OP hasn't been here since his last post so they can probably not reach him either...or they have sorted it out over mail now hopefully.
I didn't know that there was a special form to fill in if anyone wanted to Self exclude because of gambling problems, but there is. It's also possible to reach that by using either the username or the accountnumber, so why the OP couldn't reach it is strange.
The casino needs that for selfprotection, and maybe that also will stop the gambler going back trying to gain from a no lose situation.

I must say that 32Red really are doing their best to take care of these situations in a responsible way, and they also took the time to explain the importance to me. Thanks for that

 

[vinylweatherman]

The OP hasn't been here since his last post so they can probably not reach him either...or they have sorted it out over mail now hopefully.
I didn't know that there was a special form to fill in if anyone wanted to Self exclude because of gambling problems, but there is. It's also possible to reach that by using either the username or the accountnumber, so why the OP couldn't reach it is strange.
The casino needs that for selfprotection, and maybe that also will stop the gambler going back trying to gain from a no lose situation.

I must say that 32Red really are doing their best to take care of these situations in a responsible way, and they also took the time to explain the importance to me. Thanks for that

This seems to leave a loophole. It needs a problem gambler to take a further step even after having explained the problem to the casino. A better way would be to immediately lock the account for the usual 6 month exclusion, and tell the player that they must fill in the form in order to get it reopened on the seventh month, and no form, no account reopen. It would make it impossible for the player to back down half way through the process and play again, something that often happens with problem gamblers.

Having self exclusion integrated into the lobby would be even better, it can be done in an instant, and would require only a short period of strong willed determination from the problem gambler in order to afford long term protection. I am sure MGS could add this feature and we will all do without a new game for one month.

 

[Tirilej]

This seems to leave a loophole. It needs a problem gambler to take a further step even after having explained the problem to the casino. A better way would be to immediately lock the account for the usual 6 month exclusion, and tell the player that they must fill in the form in order to get it reopened on the seventh month, and no form, no account reopen. It would make it impossible for the player to back down half way through the process and play again, something that often happens with problem gamblers.

Having self exclusion integrated into the lobby would be even better, it can be done in an instant, and would require only a short period of strong willed determination from the problem gambler in order to afford long term protection. I am sure MGS could add this feature and we will all do without a new game for one month.

What in the world are you saying here? No form, no account reopen
If anyone claims to be a problem gambler their account should never be reopened.
I should maybe have asked also if there is a timeset to chose from when they are filling out that form. Why have that at all?
I feel I'm getting more and more confused about this whole thing.

I do agree that the account should be closed immidiately. I believe any gambler with or without problems don't ask if that's not what they want. If they get their account closed they can relax and then take a discussion about why.

So far what I have experienced it's only the Rival software that has the perfect way of letting people self exclude, and that is built in to the software. I wish MG can take after that.

 

[vinylweatherman]

What in the world are you saying here? No form, no account reopen
If anyone claims to be a problem gambler their account should never be reopened.
I should maybe have asked also if there is a timeset to chose from when they are filling out that form. Why have that at all?
I feel I'm getting more and more confused about this whole thing.

I do agree that the account should be closed immidiately. I believe any gambler with or without problems don't ask if that's not what they want. If they get their account closed they can relax and then take a discussion about why.

So far what I have experienced it's only the Rival software that has the perfect way of letting people self exclude, and that is built in to the software. I wish MG can take after that.

I am saying that there should be an automatic closure straight away, whether or not a form has been filled out. If the form is not filled out, it should be assumed that the player wants a life ban. Even if the form IS filled out, it should still be the minimum of 6 months of exclusion, with the player having to show that the initial request was not down to them being a problem gambler.

There have been problems in the past where players simply wanted a break because of a losing streak, rather than them having a gambling problem, and the casino being arrogant in assuming that the ONLY reason a player would ever want to leave them would be because they had a problem, rather than them merely being disatisfied with some other aspect of the service, such as bad CS, persistent software problems, or simply having a tantrum over a bad streak.

 

[Tirilej]

I do not agree, not at all

The form should be as it is, for the casino to prevent future problems,if a problem gambler decides to sign up again.
They have the form to protect themself. The gambler have to take his own responsibility.

If I on the other hand, wants to close my account, for maybe the reason that I feel I have too many at this moment, then they should ask why but then close it down. No form to fill in and no time limit whatsoever.
It's my choice and that way they don't lose a player. She probably will be back. That's how it is now, even though I believe it takes too long to have it closed. (up to three days)

 

[Balthazar]

I do not agree, not at all

The form should be as it is, for the casino to prevent future problems,if a problem gambler decides to sign up again.
They have the form to protect themself. The gambler have to take his own responsibility.

If I on the other hand, wants to close my account, for maybe the reason that I feel I have too many at this moment, then they should ask why but then close it down. No form to fill in and no time limit whatsoever.
It's my choice and that way they don't lose a player. She probably will be back. That's how it is now, even though I believe it takes too long to have it closed. (up to three days)

Player should have access to a drop down menu:
-Account locked for 1 month
-3 months
-6 months
-1 year
-lifetime

When you pick one, it's irreversible.

That's what we have here in the state-run online casino and I think it's the best.

 

[Tirilej]

Player should have access to a drop down menu:
-Account locked for 1 month
-3 months
-6 months
-1 year
-lifetime

When you pick one, it's irreversible.

That's what we have here in the state-run online casino and I think it's the best.

That's almost like the one Rival has. Also there should be choices where you can add why you want your account closed.
It's always so much easier if you already have somethings to chose from. Some have a hard time expressing why, and that is also easier if you don't need to speak directly to anyone.
You maybe are angry, or you don't want to hurt someones feelings. It's tough to be honest sometimes.

 

[Balthazar]

That's almost like the one Rival has. Also there should be choices where you can add why you want your account closed.
It's always so much easier if you already have somethings to chose from. Some have a hard time expressing why, and that is also easier if you don't need to speak directly to anyone.
You maybe are angry, or you don't want to hurt someones feelings. It's tough to be honest sometimes.

You shouldnt have to say why. There's no reason to explain yourself here.

 

[Tirilej]

You shouldnt have to say why. There's no reason to explain yourself here.

I believe it is. I want to be able to tell, especially if there is something I'm not satisfied with, but too afraid to say in a normal email.
For the casino it's very important to know why someone wants to leave them, and especially if the reason is gambling problems they need to get them to sign the form also, as protection.

 

[incrediblestuff]

Yet again i suggest a title change?!

I think this might give people the wrong impression:
In my personal experience it's nothing more then false info:
Of course you can self exclude, when you "lost" your account number.
You can retrieve it in a live chat session, and as PNE already pointed out, it should be visible
once you open the "My Account" tab.

I wonder if the OP is telling the full story, but i for one can say that the one time i wanted an exclusion it was effective immediately, and i didn't have to fill out anything, just sent an email and it was done within an hour.

The point with threads like this is they have room for discussion, and as such will be visible on the forum homepage again and again, for as long as the discussion proceeds, and then everytime people are seeing "32Red is a joke", which doesn't please me at all: the opposite is true!

 

[skiny]

From what I understand if you request self exclusion via private message or email you will be given the link to a form. The exclusion is for 6 months and a review is necessary before the account can be reopened after that 6 month period.

Now, here's the problem. Casino reps are not counselors or psychologists. Casino support workers are not qualified to make any sort of judgment call as to who is a problem gambler or who is just upset about not winning. Whether right or wrong most casinos are probably not willing to just permanently lock or close accounts because a casino support worker thinks a player might be a problem gambler or a gambler badly worded an angry request due to losses or frustration. A problem gambler obviously requires third party assistance.

Sending a problem gambler to fill out a self exclusion form is fine provided the client has no problem accessing the form and is willing to fill it out. Personally I think that all casino support workers should at the very least have the authority to temporarily lock an account if a gambling problem is suspected either via email or private message and this should be done without hesitation. A one or two day lock on an account would allow the situation to be passed to and reviewed by someone more qualified and in this time contact should be made with the player to ensure, at the very least there was no problems filling out forms for self exclusion.

This would relieve casino support workers of the responsibility of determining who is frustrated and who is addicted. I don't think it would hurt any casino or player to have an account locked for a day or two if the player is suspected of having a gambling problem. I'm sure there are organizations that would willingly help a player determine if he or she is an addict and the responsibility should be passed to someone more qualified in this field.

Any player can close an account quite easily. The only question is how easily it can be reopened. If a casino support worker puts a temporary lock on an account or a player simply requests that it be closed, no judgment should be placed on a casino support worker who passes the case on for addiction review.

My only issue is that addicts quite often get a very small window of opportunity where they have the desire and strength to ask for help. It is not always a clear statement "I am an addict" or a bold request "Please help me quit." Once that window is closed it may be months or years before it opens again.

It's not a casino support worker's job to counsel players. Just lock the account and let someone else sort it out.