Resolved 32Red vs Joseph3 - expensive mistake

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Joseph3

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This seems to be the biggest casino forum so I'd like a few responses from some members please before I proceed with my court action against 32Red Plc in the UK.

So my main casino I play at are going to close their doors to the UK and I decide to sign up to 32Red which I had been putting off for a while.

I sign up, deposit £1000 and live chat credit me with a £2000 bonus, which has a 50x wagering on slots.

I play for a ages, doing £5 spins and eventually get a big win of £24k, and I manage to finish the wagering with a £25k balance.

Then the fun and games start.
32Red claim that they were only supposed to give me a bonus of £1000, not £2000, and that as I had dropped below a balance of £1000, I would have lost had they not made the error. Therefore they are not paying me any of my winnings.

Several emails back and forth after and they are not changing their stance.

My argument is, why am I being penalised for their 'mistake'? Surely it's down to them to credit the correct bonus? Also, how was I supposed to know the bonus was incorrect? I've signed up to a few casinos and a lot of the time live chat just give you whatever bonus they give you. Based on 32Red's logic, no casino would ever have to pay out players who win with a bonus, they could just claim it was a 'mistake' and take your winnings. It's absurd.

Also, if they had credited me with just £1000 and I bust out, I would have just deposited more money and still won. The very most they are entitled to claim back is the £1000, which I am prepared to give them.

What are your thoughts? Maybe mob justice can make 32Red see sense before I proceed with court action.
 
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chuchu59

gambling addict
PABnonaccred
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Since you cite mob justice I shall add my 2c worth. Purely based on what you wrote in your post it is impossible for 32RED to merely speculate on what is supposed to have happened and thus confiscate your winnings. That said, this casino has an unblemished reputation of treating players fairly so we should give them the benefit of the doubt and let Mark of 32RED do the explaining first.

32RED has a big following here so I hope you had stated every detail in your opening post so that we can post comments as appropriate. If you really feel aggrieved and Mark their forum rep cannot satisfy you with his reply which should arrive fairly soon you can pitch a bitch and MaxD the complaints officer will look into it for you. Better than taking legal action don't you think.

Remember you must relay all the facts and not only those that are helpful to your case.
 

vorcirion

Meister Member
Joined
Jan 28, 2013
Location
Tampere
If you didn't break any other rules for that promo then yeah I'd say it's their own fault. And I agree with you that giving that extra 1000£ back to them would be the right thing to do, but in my opinion you should be allowed to keep the rest. Fight for your money in this case!
 

Joseph3

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PABaccred
Joined
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Location
England, Essex
Those are the facts. Why would anyone assume otherwise?

Lets just assume those are the facts for now and if anyone finds out I lied later on then deal with it then.

Here's their final email;

In keeping with our Internal Complaints Procedure, I have been asked to review our decision not to pay you the sum of £24,938 which you attempted to withdraw from 32Red on 5th August.



Our original decision was made as these winnings were derived from an incorrect bonus amount being added to your account, when you made your initial deposit at 32Red on 4th August.

Having reviewed the information, and our interaction with you, I make the following comments and observations;



· The additional amount of £1,000 was credited to your account in error.

· The maximum bonus that can be claimed for this particular Big Bankroll Bonus is 1,000 Chips as per Point 2 of the relevant Terms and Conditions (which can be seen here)

· The qualifying deposit and correct bonus amount of 1,000 chips had been exhausted at 17:18 when the gaming balance reduced to £995.

· The winnings, that you claim, were obtained from funds that you weren’t entitled to and had been added in error and in contravention to the relevant Terms and Conditions.
 

Joseph3

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PABaccred
Joined
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Location
England, Essex
If you didn't break any other rules for that promo then yeah I'd say it's their own fault. And I agree with you that giving that extra 1000£ back to them would be the right thing to do, but in my opinion you should be allowed to keep the rest. Fight for your money in this case!

Thanks, fighting is what I am doing, I am just about to take this to court, my solicitor has advised me I have a very strong case.

chuchu59, maybe if their own players can make them see sense, and I won't have to proceed with the court action.
 

PaaskeDenmark

Always think positive
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Thanks, fighting is what I am doing, I am just about to take this to court, my solicitor has advised me I have a very strong case.

chuchu59, maybe if their own players can make them see sense, and I won't have to proceed with the court action.

As per term 11 The casino may, at their sole discretion, change the terms and conditions for any reason whatsoever without notice to the end users. No correspondence will be entered into. 32Red's decision will be considered final in the event of a dispute.

I doubt you will have a chance in court. I would advise you to discuss this with Mark first before throwing them through mud.

I do not say I agree with their decision in one way I agree you should get paid.

But on other hand you did accept a bonus which was incorrect and should had acted honestly here. Why would you not had asked them you have just credited me £2000 bonus it should only be £1000?
 

Joseph3

Dormant account
PABaccred
Joined
Aug 5, 2014
Location
England, Essex
As per term 11 The casino may, at their sole discretion, change the terms and conditions for any reason whatsoever without notice to the end users. No correspondence will be entered into. 32Red's decision will be considered final in the event of a dispute.

I doubt you will have a chance in court. I would advise you to discuss this with Mark first before throwing them through mud.

I do not say I agree with their decision in one way I agree you should get paid.

But on other hand you did accept a bonus which was incorrect and should had acted honestly here. Why would you not had asked them you have just credited me £2000 bonus it should only be £1000?

I've been to court before and a judge in the UK would laugh at that term -
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How was I to know it was incorrect? Every casino has different bonuses. You are given what you are given.
 

bigjohn

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Joined
Dec 21, 2012
Location
Northeast Coastal USA
Thanks, fighting is what I am doing, I am just about to take this to court, my solicitor has advised me I have a very strong case.

chuchu59, maybe if their own players can make them see sense, and I won't have to proceed with the court action.

I think the cats out of the bag now.

There are procedures here for dealing with complaints and problems and nowhere in the T&C's of this forum does it tell you to take your story to the forum right away. Perhaps you could have either posted a message saying, "I have a problem with 32Red, how should I proceed?" or see the FAQs for this forum, namely section 2.2 which states, "Do not post a complaint without notifying the appropriate casino representative by either PM or email. The casino representatives are listed here https://www.casinomeister.com/forums/members/?key=staff_members."

As stated earlier 32Red have a particularly stellar record here and threatening them with legal action before exhausting the resources here most likely will not help your case here.

I think once you said "court", that is where you will be going.
 

PaaskeDenmark

Always think positive
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I've been to court before and a judge in the UK would laugh at that term -
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How was I to know it was incorrect? Every casino has different bonuses. You are given what you are given.

I doubt you are telling truth here. As a "HIGHROLLER" you would know mostly casinos ONLY offer 100% welcome bonuses or actually lower with higher amounts. I was gonna put so cut the BS... But will try and be nice. (leaving it anyways as was typing)

But good luck anyways with no doubt you gonna need it. But I would say you shot yourself in the foot by stating above how was I supposed to know it was incorrect??

32Red of course did the mistake crediting you £2,000 bonus and I guess you would not admit here that you knew it was incorrect bonus amount given. But yes best of luck in court.
 

Joseph3

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PABaccred
Joined
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Location
England, Essex
I think the cats out of the bag now.

There are procedures here for dealing with complaints and problems and nowhere in the T&C's of this forum does it tell you to take your story to the forum right away. Perhaps you could have either posted a message saying, "I have a problem with 32Red, how should I proceed?" or see the FAQs for this forum, namely section 2.2 which states, "Do not post a complaint without notifying the appropriate casino representative by either PM or email. The casino representatives are listed here https://www.casinomeister.com/forums/members/?key=staff_members."

As stated earlier 32Red have a particularly stellar record here and threatening them with legal action before exhausting the resources here most likely will not help your case here.

I think once you said "court", that is where you will be going.

I have pm'd the rep. Their stance hasn't changed.
Why do I need to do a post asking how to proceed? I know how I am proceeding.
Also, I am only stating the facts, I will be proceeding with court action as they have said they will no longer discuss the issue.
I thought I'd let their own players have their say before this happens.
 

xxshepxx

Senior Member
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United Kingdom
Regardless of the unblemished record.

Someone f'd up here and they player is being penalised for it.

I don't think it's unfair on the OP's part to assume it was a 200% welcome bonus,

In the e-mail from 32red they admitted someone had added the bonus by accident.

It's a case again of fingers being burned and throwing in the old shady term of the casino can do whatever they like whenever they like to suit themselves.

I don't like that term in any casino.

This thread seems to have got a few of the 'regulars' backs up pretty instantly, but I don;t think it's fair to come down on top of the OP for something that wasn't in all intense and purposes their fault.

Regardless on weather the bonus was added accidentally the OP has still carried out W/R on the amount, and not broken any bonus terms and conditions. the casino is the one who broke the terms,

Ergo the casino should pay up.

Of course this is just my opinion, some wont like it, other might, and i'll probably get burned a bit for voicing it, as it's not siding with the reputable casino.

But with behaviour like this I shall no longer regard them as reputable in my book.
 

bigjohn

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Location
Northeast Coastal USA
Regardless of the unblemished record.

Someone f'd up here and they player is being penalised for it.

I don't think it's unfair on the OP's part to assume it was a 200% welcome bonus,

In the e-mail from 32red they admitted someone had added the bonus by accident.

It's a case again of fingers being burned and throwing in the old shady term of the casino can do whatever they like whenever they like to suit themselves.

I don't like that term in any casino.

This thread seems to have got a few of the 'regulars' backs up pretty instantly, but I don;t think it's fair to come down on top of the OP for something that wasn't in all intense and purposes their fault.

Regardless on weather the bonus was added accidentally the OP has still carried out W/R on the amount, and not broken any bonus terms and conditions. the casino is the one who broke the terms,

Ergo the casino should pay up.

Of course this is just my opinion, some wont like it, other might, and i'll probably get burned a bit for voicing it, as it's not siding with the reputable casino.

But with behaviour like this I shall no longer regard them as reputable in my book.

IMO, 3 posts by a new member has not always given us all the facts needed to make an accurate assessment. As of right now we now a lot more about how 32Red conducts business than how the OP does.

Edited to add; not meant to disparage the OP in any way, we just don't know.
 

PaaskeDenmark

Always think positive
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Regardless of the unblemished record.

Someone f'd up here and they player is being penalised for it.

I don't think it's unfair on the OP's part to assume it was a 200% welcome bonus,

In the e-mail from 32red they admitted someone had added the bonus by accident.

It's a case again of fingers being burned and throwing in the old shady term of the casino can do whatever they like whenever they like to suit themselves.

I don't like that term in any casino.

This thread seems to have got a few of the 'regulars' backs up pretty instantly, but I don;t think it's fair to come down on top of the OP for something that wasn't in all intense and purposes their fault.

Regardless on weather the bonus was added accidentally the OP has still carried out W/R on the amount, and not broken any bonus terms and conditions. the casino is the one who broke the terms,

Ergo the casino should pay up.

Of course this is just my opinion, some wont like it, other might, and i'll probably get burned a bit for voicing it, as it's not siding with the reputable casino.

But with behaviour like this I shall no longer regard them as reputable in my book.

After thinking bit I do tend to agree with you most part. BUT > This thread seems to have got a few of the 'regulars' backs up pretty instantly

Where does any of us instantly back up or defend 32Red here ROFL :confused:
 

petro

Dormant account, per user request
PABaccred
PABnoaccred2
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Location
Narnia
I have read all posts regarding this topic so far.

32Red claim that they were only supposed to give me a bonus of £1000, not £2000.
Yes, when I was reading the first few lines I thought: "Huh? The most I have ever seen 32Red give is 100% bonuses not 200%." Because of this it's likely whoever gave out this 200% bonus was in error. I don't think there is any dispute about that.

All the same, I think Joseph3 should be paid. If I was in Joseph3's shoes I would be demanding that money.

I'm surprised 32Red let it get this far. Usually, they squash these problems before now.

I see you have already contacted mark_32red about this, you can now try the PAB process. maxd is good, he will help you as best he can.
If that doesn't work take them to court.
 

bigjohn

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Joined
Dec 21, 2012
Location
Northeast Coastal USA
I'm still kinda green here but how many times have we seen somebody come on here and make an extraordinary claim that turned out to be complete BS?

Or leaving out a very key, pivotal piece of info that totally changes the situation?

If the OP's story is complete and factual I would also say he should be paid and, for the moment given 32Reds reputation, I believe he would have been paid.

I am very surprised that an unknown person can come on here, make 3 or 4 posts and get an instant judgement that an established, highly regarded casino has ripped him off.

To me it would not make sense to think that 32Red would go to the expense of going to court, bad publicity and all the repercussions that go along with it if the whole story is as stated by the OP.
 

rshkrn

Experienced Member
PABnoaccred
Joined
Feb 6, 2010
Location
Asia
I'm still kinda green here but how many times have we seen somebody come on here and make an extraordinary claim that turned out to be complete BS?

Or leaving out a very key, pivotal piece of info that totally changes the situation?

Yes...absolutely....pretty positive that it will all come out soon... Even if OP is right, which I hope for his sake, I don't think we've heard everything yet
 
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