32red support - no thank you

[dazlazz]

I spotted error on 32red poker's WSOP terms and conditions - "5. The €9.9K WSOP 2010 package will include a buy-in to any $10,000 event, 10 nights at the Palazzo and $1500 towards travel and expenses." and sent them an email earlier....not soo much as a thank you.

When customers find an error on a gaming site and they take the time to send an email, a simple thank you would be nice.

I personally would have given a free chip if any error was found on one of my sites......

32red wins all these awards for customer service - what a crock!!

Regards,

Daz

 

[vinylweatherman]

I spotted error on 32red poker's WSOP terms and conditions - "5. The €9.9K WSOP 2010 package will include a buy-in to any $10,000 event, 10 nights at the Palazzo and $1500 towards travel and expenses." and sent them an email earlier....not soo much as a thank you.

When customers find an error on a gaming site and they take the time to send an email, a simple thank you would be nice.

I personally would have given a free chip if any error was found on one of my sites......

32red wins all these awards for customer service - what a crock!!

Regards,

Daz

A minor error, but surely at least deserving of a "thanks" if nothing else.

What went wrong?

 

[dazlazz]

Ahhh not to worry Vinyl - I always looked after players who spotted website errors / typos etc - times have changed - the last time I do that for 32red.

 

[conker]

Well, it's fair to say its their loss in this case. Did you actually suggest a free chip? Sometimes it can be a case of "if you don't ask you don't get".

 

[Nifty29]

So what is it you're wanting....a thankyou or a free chip, or both?

I brought a game error to the attention of support of an accredited casino (not 32red) and had to email back and forth until they finally believed me and forwarded it to management. It was an error costing players money (luckily a very new game) and, had I not insisted I was right, it could have still been happening.

In the end, I was so convinced that I still wasn't being taken seriously, I contacted someone I know on the software provider end and he actually sent me a thanks and a nice gift. To this day, I haven't received a thankyou or anything from the casino, which left a bitter taste in my mouth.

I won't be spending hours helping a casino again any time soon.

 

[Simmo!]

...and sent them an email earlier....not soo much as a thank you.

Out of interest, how much earlier? And have they changed the wording? Is it possible that they just haven't seen it yet or was it a day or two ago Dazlazz? I wouldn't expect a free chip myself but I agree a "thank you" would be nice. If it's been a couple of days since you reported it then I can see why you'd be a bit miffed.

 

[dazlazz]

Nick from 32red came back and set up a private tournament for me and five mates - feeder to WSOP etc - thats a nice touch.

My faith in 32red restored.

Cheers Nick!!

(BTW for earlier posts, its not about waiting 1 or 2 days for a response - customer support should be near enough immediate for any decent poker company - they take your money quick enough - its the essence of a good company ).

Will laugh if qualify for WSOP over this!!

Regards,

Daz

 

[chayton]

I find typos and errors everywhere and I've never gotten or expected a free chip from it. I'm usually fairly surprised to even get a thank you.

 

[IanO]

Nick from 32red came back and set up a private tournament for me and five mates - feeder to WSOP etc - thats a nice touch.

You left out the apostophe in '' That's ''. For pointing out this typo... can I join you and your mates in that tournament? I've always wanted to go to the WSOP

Always good to see a happy ending.

 

[Simmo!]

Nick from 32red came back and set up a private tournament for me and five mates - feeder to WSOP etc - thats a nice touch.

My faith in 32red restored.

Cheers Nick!!

(BTW for earlier posts, its not about waiting 1 or 2 days for a response - customer support should be near enough immediate for any decent poker company - they take your money quick enough - its the essence of a good company ).

Will laugh if qualify for WSOP over this!!

Regards,

Daz

Good luck in the tourney but posting in public to diss a casino because they don't immediately respond makes it look like you just want something from them, at least that's the way I see it Dazlazz. I should have deleted the thread straight away to discourage others from doing this but i was slow off the mark. Won't happen again. A day or two without a response, then fair enough.

 

[deepsky2]

Good luck in the tourney but posting in public to diss a casino because they don't immediately respond makes it look like you just want something from them, at least that's the way I see it Dazlazz. I should have deleted the thread straight away to discourage others from doing this but i was slow off the mark. Won't happen again. A day or two without a response, then fair enough.

I agree.........
I think to many of us expect something for nothing and I have been guilty of this
myself.
I see were a casino like 32Red is Generous with someone and others see that it becomes a case what about me.
Yes I do believe pointing out something thats wrong in a casino we should at least get a reply of thanks
but lets stop exspecting free chips etc.

 

[Jennifer]

I did this for omni casino a month ago. They had a spelling error on their mainpage I came across. Which looks extremely unprofessional and could hurt new sign ups. I didnt even care if I got a thank you let alone free chips. Instead their live chat was sort of rude.

That was the last day I played on omni. If I take the time out of my day, to make a nice gesture and ask for nothing in return, I expect to be treated properly.

I also did this for 32red. They sent me an email full of grammar errors. I responded politely and fixed the errors. I also stated since they win all these awards maybe they better start doing some spell check. Never heard back.

Not a fan of 32red at all. It seems like over these last few months `treating customers properly`has gone right out the door.

 

[chayton]

Way back when I played at 888, they had that one game, Labyrinth of Something (Egypt?) but the voiceover guy couldn't pronounce it and it just made me cringe whenever I went to play it - he'd say "LABOR-NITH" I wrote them about it and they wrote back something like, "Sorry for the inconvenience, turn your sound off" lol - it wasn't that rude, but basically that's what it boiled down to.

On playtech, there are a couple games where the voiceover guy says "Congratulations, you've won 10 free game with a x3 multiplier" but instead of saying 'times three' he says 'EX three' which kinda bugs me too. Unless I'm winning - then he can say whatever he wants.

 

[dazlazz]

Good luck in the tourney but posting in public to diss a casino because they don't immediately respond makes it look like you just want something from them, at least that's the way I see it Dazlazz. I should have deleted the thread straight away to discourage others from doing this but i was slow off the mark. Won't happen again. A day or two without a response, then fair enough.

Simmo I am not sure if you have actually worked in the business, but waiting two days for an email response is not acceptable in any of the casinos or poker sites I have run. I thought you moderators were supposed to look after the players and yet you say waiting 2 days for an email response is ok???

 

[Simmo!]

Simmo I am not sure if you have actually worked in the business, but waiting two days for an email response is not acceptable in any of the casinos or poker sites I have run. I thought you moderators were supposed to look after the players and yet you say waiting 2 days for an email response is ok???

Everyone has their own opinion on what's a fair waiting time and what's not, I appreciate that. Some requests and emails require more time than others to investigate. But speaking for myself, I wouldn't go to a public forum a couple of hours after sending an email to a casino and not receiving a response to post negative comments and start talking about free chips. I'd probably wait a day, follow up the email and make sure it was received and then maybe a day later start to think I was being ignored.

It may not have been your intention but to an impartial observer such as myself, it looked like you saw an opportunity to do a bit of public blackmailing.

 

[Tirilej]

If I find something wrong I'm expecting the casino in question to fix the problem, not giving me anything for discovering it. A thank you is nice to get but I don't feel I need that either.

If I ever get a thank you with a free chip to go with it, I don't post about it, since I know most casinos don't want me to.
Sometimes they have even asked me not to post about it, because they don't want people to start searching for reasons to get a free chip
It's something between me and the casino in question.

If they don't solve the problem, then I would post about it.

 

[Mark_32Red (retired acct)]

Hi Daz,

I'm glad to hear that this was resolved to your satisfaction, but I'd just like to clarify some timings as there seems to be some confusion regarding "waiting 1-2 days for a response" which should never be the case at 32Red.

Checking through our email system I can see we received your initial email at 10:41, this was forwarded at 10:52 and the website was updated at 11:13. I can see that Dominick apologised for the delay when he responded at 11:47. When our poker manager was made aware of the mistake, he contacted you with the gesture of a private tournament later that afternoon.

I'd like to personally thank you for bringing this to our attention, we try our best to avoid such mistakes but they inevitably do happen and we appreciate it when we are advised of such errors. We tend to prioritise password resets or account query emails in the support inbox so it did take a little longer than usual to get back to you, but hopefully the timescales and final resolution were to your satisfaction in the end.

Thanks once again,

Mark

Edited to add: the above times are Gibraltar time, so an hour ahead of UK.

 

[Simmo!]

Hi Daz,

I'm glad to hear that this was resolved to your satisfaction, but I'd just like to clarify some timings as there seems to be some confusion regarding "waiting 1-2 days for a response" which should never be the case at 32Red.

Checking through our email system I can see we received your initial email at 10:41, this was forwarded at 10:52 and the website was updated at 11:13.

Mark...the confusion over 1-2 days was my fault. I was using that as an example of how long I would have waited before posting about it on a forum had I been so inclined to do so.

 

[Nifty29]

Hi Daz,

I'm glad to hear that this was resolved to your satisfaction, but I'd just like to clarify some timings as there seems to be some confusion regarding "waiting 1-2 days for a response" which should never be the case at 32Red.

Checking through our email system I can see we received your initial email at 10:41, this was forwarded at 10:52 and the website was updated at 11:13. I can see that Dominick apologised for the delay when he responded at 11:47. When our poker manager was made aware of the mistake, he contacted you with the gesture of a private tournament later that afternoon.

I'd like to personally thank you for bringing this to our attention, we try our best to avoid such mistakes but they inevitably do happen and we appreciate it when we are advised of such errors. We tend to prioritise password resets or account query emails in the support inbox so it did take a little longer than usual to get back to you, but hopefully the timescales and final resolution were to your satisfaction in the end.

Thanks once again,

Mark

Edited to add: the above times are Gibraltar time, so an hour ahead of UK.

I'm more confused now.

Dazlazz says he didn't receive a thankyou email. So what did Dominick say in his email response? The way op described it, he didn't get any response at all, which seems to be stretching the truth somewhat.

I also agree with Simmo!...this could have been sorted privately with the rep, although I suspect also that it was done publicly for a reason.

 

[ksb11]

Hey Mark, if you let me become the only USA player with a 32Red account I promise to never complain about not getting a thank you email. And I won't even tell anybody

 

[Brooklyn]

really?????one time i have asked them and it was ok

Asked them for what?

 

[skiny]

Is this seriously an entire thread based on the fact that someone didn't say thank you? Or even worse that someone didn't say thank you fast enough?

Are we really going to start making public announcements about casino etiquette? What is next? A support worker at Dash asked me to hold and didn't say please? I can understand something like possibly this coming up in a conversation but to start an entire discussion because you might have thanked a casino and they had the audacity to neglect your God given right to receive a "You're welcome" in return?

Ok, I'm getting a bit carried away but that's only because I don't think a simple thank you was what the OP was really looking for. I think some players have developed a sense of entitlement to free chips and bonuses at the drop of a hat.

Personally I think the OP should have received an email with the words "Thank you." and maybe a smiley face. After all he was really just trying to help. I'm sure nothing was expected in return.

 

[zenetia]

deposits

I wont be going back there, deposted everyday then realised they had a deposit bonus, they gave me 35 bucks for my 35 deposit today but then i had to wager 750 and when i asked for a comp they were like errmmm no

deffo wont be depositing there again

 

[Nifty29]

I wont be going back there, deposted everyday then realised they had a deposit bonus, they gave me 35 bucks for my 35 deposit today but then i had to wager 750 and when i asked for a comp they were like errmmm no

deffo wont be depositing there again

Ermm....what?

You're annoyed they didn't give you a bonus after giving you a match bonus with a low playthrough?

Geez you're hard to please.

 

[skiny]

Don't they just remove the remainder in your bonus balance if you want to cash out?

I thought 32Red had a pretty easy bonus system.

 

[Nifty29]

Don't they just remove the remainder in your bonus balance if you want to cash out?

I thought 32Red had a pretty easy bonus system.

No.

32Red does not allow removal of bonuses once credited i.e. they must be played through.

However, the terms and included games are fairly generous.

 

[Respin_Ftw]

Yes their support can be rather clumsy! I had a total mess of a chat the other day. It was an incident that i did not bring upon myself. I requested a password reminder to my Dash account....which they said was closed, still i could login as a real player, and i had a balance there...only to find out it was a "guest account"!!? And on top of that they called me by another name...they didnt even bother to give some sort of explanation of how i could login to an account that was closed with my real details.

In the end they asked me if i wanted to close the account to avoid confusion. How do you close an account thats already closed?

Ps; The reason why i even checked Dash when i "kinda" new it was still closed was that when i opened my 32red account, the person who assisted me told me that my account/S (Plural) had been reopened.

So i checked, and got in, and found a balance there.

Very irritating.

 

[mrmark21]

32 Red is one of the most generous casinos. The only Microgaming casino I'll play at You can ask for something although you should never expect something