Resolved 32Red vs Joseph3 - expensive mistake

[Joseph3]

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.

See Related Threads:

• 32 Red Reverse Withdrawal
• 32Red Representative Shout Out
• 150% Welcome Bonus at 32Red
• 32Red - Launch Banking Error Page
• Email Address for 32 Red?

 

[chuchu59]

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]

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]

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]

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]

This is already incorrect from OP as terms clear states 30x wagering?

 

[PaaskeDenmark]

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]

This is already incorrect from OP as terms clear states 30x wagering?

Ah got that wrong if that is the case. Doesn't really effect anything.

 

[Joseph3]

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 -

You do not have permission to view link Log in or register now.

How was I to know it was incorrect? Every casino has different bonuses. You are given what you are given.

 

[bigjohn]

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]

I've been to court before and a judge in the UK would laugh at that term -

You do not have permission to view link Log in or register now.

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]

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]

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]

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]

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

 

[petro]

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.

 

[psmith2020]

looking at this are people as players are we liable for a mistake made by a cashino

 

[bigjohn]

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.

 

[suzecat]

Have to agree bigjohn, there is more to the story.

 

[rshkrn]

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

 

[kadcox]

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.

If this response from them is legit, and you broke no Terms in Wagering. Then I say 32Red should pay up. First CWC and now 32RED who's next? Caesar?

 

[PaaskeDenmark]

If this response from them is legit, and you broke no Terms in Wagering. Then I say 32Red should pay up. First CWC and now 32RED who's next? Caesar?

Salad@ ?

 

[Perc]

If this response from them is legit, and you broke no Terms in Wagering. Then I say 32Red should pay up.

Have to agree with you there. That £24,938 might be a year of wages for the live chat rep or whoever credited the bonus, but if they're going to deny anyone that sum, it should be whoever made the mistake.

Mistake or not, the casino gave this player a $2000 bonus to play with. They can't just deny his winnings and say "Oops, we gave you too much bonus money", that's not right.

Yes it's an expensive mistake, that's why you have to be careful when dealing with thousands of dollars.

Fire the person that made the mistake if you have to, but you don't take it out on the customer.

 

[fun4all]

Would very much like to hear 32Red's version of this.

As always, there is probably two sides to this.

 

[mcgameboy]

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.

If you are telling the truth, that to me is a VERY strange/stupid choice of words. Why on earth say something that could be interpreted as an admission that you have lied?

I've been to court before and a judge in the UK would laugh at that term -

You do not have permission to view link Log in or register now.

How was I to know it was incorrect? Every casino has different bonuses. You are given what you are given.

If you didn't know it was incorrect, it was because YOU did not do your due diligence.

Let me guess, if the person in live chat had mistakenly given you £500 in bonus money instead, you would have just assumed that was "what you were meant to get"? Please. I find that really hard to believe. You don't just stick a grand into a casino without doing your homework. That's just crazy.

I'm sorry, but I am FAR from convinced that are you telling the whole story here.

 

[jetset]

If I were putting a thousand pounds into an online casino with which I was not familiar I think I would spend more time than usual checking the T&Cs - especially on bonuses - and general due diligence, so, yes, I believe more information might be forthcoming here.

Has the OP submitted a PAB? I get a sense from the OP's comments thus far that he is trying to apply pressure by repeatedly threatening court action, when the more immediate and cheaper course of a PAB is open to him.

All of that said, if the facts as outlined by the OP here are honestly and fully disclosed, it is disturbing to think that such a reputable operation as 32Red would expect a punter to take the heat for a company error.

That doesn't sound like 32Red at all to me.

But let us first see (a) if a PAB is submitted and (b) what Max adduces from a discussion with 32Red management...we've been whipped up in the past by spurious claims.

 

[catapultaudio]

I'm guessing thats really the crux of this case, is it reasonable for the OP to claim ignorance considering that it is stated on every page regarding the 'big bankroll bonus' that the maximum bonus is £1,000 chips (

You do not have permission to view link Log in or register now.

)

Personally I would guess anybody depositing £1,000 would have read those terms quite thoroughly, but then again OP is saying that his initial conversation with live chat led him to believe he was being granted a £2,000 high roller bonus, so depending on the content of that chat, he might reasonably believe it was not the exact 'big bankroll bonus' described on that page which he was receiving.

Whether he is hiding something or not, and OPs poor choice of words not withstanding, the actions of so many chancers and fraudsters in this past has given many of the loyal membership here an overly suspicious view of any newcomer with a problem with an accredited casino, I guess OP was just saying, shouldn't he be treated as innocent until proven guilty? If your view is "HE MUST BE LYING", then wouldn't it be better to wait until Mark has (hopefully) said his piece here before making the guy feel unwelcome?

 

[chayton]

If the casino mistakenly gave a bonus in excess of what the player was entitled to (with no hanky panky from the player's side to cause that error) AND the player made all the additional playthrough on that extra thousand bucks too (without breaking any terms) AND they only dipped into the excess funds by about $5....I'd be inclined to side with the player in this case. Of course that's only if the OP is telling the whole truth.

32Red has a great reputation and I can't see them screwing over a player, and I also can't see them making a mistake like that and not owning it, so I have a feeling there might be more to the story too.

Personally I think the player should PAB and then Max can sort it.

@ the OP - read the PAB FAQ here: https://www.casinomeister.com/forums/help/pab-rules/

Do your PAB here: Link Outdated / Removed

 

[maxd]

Has the OP submitted a PAB? I get a sense from the OP's comments thus far that he is trying to apply pressure by repeatedly threatening court action ....

No PAB as yet, and I have the same understanding of the OP's intentions.

@ Joseph3 : as I read it you are in violation of the Posting Rules on at least two counts:

• 1.11 - Please do not exploit this board to promote your own personal agenda.
• 1.17 - Exploiting Your Membership.

The point is that using our forums to drum up "mob justice" is not cool.

32Red is an Accredited casino and as such we have a well-established procedure for handling such cases, namely the Pitch-A-Bitch (PAB) process which I STRONGLY encourage you to look into immediately.
The PAB process begins here: Link Outdated / Removed (see the navigation bar on the left of that page)
Please ensure that you have read the Pitch-A-Bitch FAQ before proceeding.

If you have any questions or concerns we'd be happy to help.

Regards,
Max Drayman, Complaints (Pitch-A-Bitch) Manager, Casinomeister.com

 

[Balthazar]

That £24,938 might be a year of wages for the live chat rep

Does 32Red have their own CSR's or it's outsourced crap like many others?

 

[miksaxxx]

this is it.

-Player make litle mistake : winnings voided.

-Player make big mistake : winnings voided.

Casino makes any mistake: winnings voided or slot mailfunction. OP case is not for sure, when rep havent been open the case in casinos side.

Which casino is not doing this? When player have rights?

 

[maxd]

Far as i know it's their own people, at least that was the case last time the issue came up.

 

[paul7388]

Oh good here we go again. Another case of how a great casino is wrong before we even hear from them. The OPs first post calls for mob justice to make them pay. Now whether he has a genuine case or not its certainly the wrong way to go about it. If indeed the OP is planning court action all this posting will hardly help his case and im guessing this must have happened a while ago. If he intends court action and is sure he will win why the hell is he signing up to forums to slate the casino and call for members to basically force the casino to pay. Hope people give 32RED at least a chance to answer before making the minds up yet again that the OP has suffered a svevere injustice with no proof to back it.

 

[suzecat]

This thread reminds me of the times I witnessed a cashier giving too much change to a customer. You really wish the customer would say to the cashier, "hey you gave me too much change." Gratefully the cashier sorts out the correct money and onlookers witness a fellow human being DOING THE RIGHT THING. Seems that did not happen here. Too bad as the OP had a chance to do the right thing.

Furthering the insult to 32Red, the OP comes on Casinomeister to garner support for his bad behavior and remind us that he is confident UK judges will rule in his favor. Seems vastly premature to be thinking the matter needs court inference, That makes me believe the OP is not as sure of his position as we have been led to believe.

Hopefully Casinomeister and maxd can get to the bottom of this. Again I admit to being a born skeptic who will accept with glee whatever truth is uncovered.

 

[PNEFOREVER2]

Toughie, part of me thinks the op should be paid as it wasn't his mistake. But then the other part of me thinks it comes down to honesty, the £1000 extra bonus should have been given back prior to playing. I always make sure I have the correct amount before that first spin.

You say you didn't know they had made a mistake, or how much of a bonus you should have been credited, but I'm willing to bet had they credited less than the amount you were entitled to, you'd have noticed in pretty sharp fashion and been straight onto live chat.

 

[Respin_Ftw]

If what OP says is correct i would be furious. Why should the customer suffer cause a CS fucked up?

Then again, there can be more to this story! If not, shame on you 32red.

 

[Volatile]

How did the OP know it wasn't a %300 bonus and just accepted the $2000.

I know I'm reaching.


How did the CS rep not notice. New? or not many clients accept the high roller bonus?

 

[chayton]

How did the OP know it wasn't a %300 bonus and just accepted the $2000.

You mean 200%

 

[Joseph3]

If you are telling the truth, that to me is a VERY strange/stupid choice of words. Why on earth say something that could be interpreted as an admission that you have lied?

I was replying to chuchu59's comments that I may not be telling the truth.

If you didn't know it was incorrect, it was because YOU did not do your due diligence.

Let me guess, if the person in live chat had mistakenly given you £500 in bonus money instead, you would have just assumed that was "what you were meant to get"? Please. I find that really hard to believe. You don't just stick a grand into a casino without doing your homework. That's just crazy.

I'm sorry, but I am FAR from convinced that are you telling the whole story here.

As I said, every casino seems to give a different bonus amount. Obviously if a casino credited me an amount much less than standard, I might be inclined to ask some questions. 200% seems a pretty standard sign up bonus amount. If you are given a bonus you are happy with, why would I do any 'due dilligence' to make sure they hadn't made an 'error'. It's pretty standard human behaviour.

Also, If I had deposited an amount outside 'normal' deposits, say £30,000, would 32Red be asking me if I had deposited the correct amount? No, they wouldn't assume I had made a mistake, nor should they. And I certainly wouldn't be entitled to ask for my money back had I lost.

 

[Joseph3]

No PAB as yet, and I have the same understanding of the OP's intentions.

@ Joseph3 : as I read it you are in violation of the Posting Rules on at least two counts:

• 1.11 - Please do not exploit this board to promote your own personal agenda.
• 1.17 - Exploiting Your Membership.

The point is that using our forums to drum up "mob justice" is not cool.

32Red is an Accredited casino and as such we have a well-established procedure for handling such cases, namely the Pitch-A-Bitch (PAB) process which I STRONGLY encourage you to look into immediately.
The PAB process begins here: Link Outdated / Removed (see the navigation bar on the left of that page)
Please ensure that you have read the Pitch-A-Bitch FAQ before proceeding.

If you have any questions or concerns we'd be happy to help.

Regards,
Max Drayman, Complaints (Pitch-A-Bitch) Manager, Casinomeister.com

Ah, sort of have broke that first rule, sorry.
I see other complaints in the forum and thought it would be ok.
To be honest, I just want the general consensus of casino players as to whether or not 32Red are acting fairly here. I've asked friends and family, who obviously side with me, but they don't gamble online.

Regarding leaving information out, here are all of 32Red's emails. The one and only issue is that they credited me £1000 extra in error, which I won with.

I am contacting you in regards to your newly open 32Red account Josephmax44.

A standard check to verify your recent withdrawal request of £24,938 has brought to light an anomaly for the amount of bonus credited to your account when claiming the “100% New Player Big Bank Role Bonus”. This particular bonus is capped at 1000 bonus chips as a maximum as highlighted by point 2 of the terms and conditions. In this case, the maximum available funds to play with is 2000 chips and not the 3000 chips you commenced with.

On review of Gaming activity I can confirm that there was a point during play where the balance decreased to below 1000 chips. At this point you had not met the 30 times wagering requirement of the bonus.

In principle this means that at this point you were playing with funds that were not due. It is with deep regret to see that the subsequent withdrawal request for the above amount came from these invalid funds. In short, I am afraid to say that the pending withdrawal will not be processed by our payments team and these funds will be removed.

As an exception the initial deposit will be re-credited to your account in due course once you have confirmed if you still wish to claim the same bonus for the correct amount of 1000 chips or simply have the £1000 applied to the balance.


Regardless of any mistake on our part, the fact remains that you have used invalid funds to acquire these winnings. In principle the funds you deposited and a valid bonus award of 1000 chips were wagered and lost in the Casino. I am surprised that you did not realise that the bonus amount was incorrect as you have deposited a significant amount of money to claim a very specific bonus. I can see that the bonus terms and conditions link was given to you for your information which I trust you had read as agreed to on live chat.

Link Removed ( Old/Invalid)

Joseph I can only reiterate that the maximum bonus claim is 1000 and anything over this is deemed as invalid. Ultimately this has led to the decision made and the offer of £1000 (your initial deposit) is the best offer on the table, bearing in mind that these funds had been played and lost.


Once again we can only re-iterate what has already been stated, the bonus funds should not have been issued and regardless of this being an error it is these funds that were used to accrue the winnings and are therefore invalid funds.

Funds deposited and a valid bonus awarded of 1000 chips were wagered and lost in the Casino. Terms and conditions of the bonus were given over chat.



Our stance on the issue remains and as stated on the previous email regardless of the deposited funds being played and lost we will refund your original deposit but nothing more.

 

[maphesto]

@op

Please PAB! Don't post more about it until that PAB is settled.

 

[fun4all]

Joseph if you want to be fully open could you please explain how you managed to win near £25,000 playing £5 a go. I have NEVER won near 5000x bet and ive only seen such wins on progressive jackpots or 5 reel wild desire levels of things? Gotta admit I am curious what paid out so much

What game and stake were you playing and what did you hit?

 

[paul7388]

Okay from reading your last post it does seem unfair if they credit a bonus to high as its there mistake. But also the matter that there terms clearly state what correct amount is so you should have read them and known. I would PAB and see how it goes which means no more commenting as you have done enough damage already by appearing to use the members here to try and force 32reds hand. As for court I feel that will cost you money and you would lose as the casino has the terms which have clearly been broke so court would have to rule in there favour. Its like going into a bookies and asking for a price on an event . If the cashier quotes you 30/1 instead of 3/1 and you go to collect the bookie can refuse to pay as the price you got was quoted in error. Unfair but yet again they have the rules set in stone to protect them. Its a case of casinos good will whether you get paid or not but you haven't exactly started here on best note.

 

[dicky wink]

My concern

The thing that always concerns me with these type of complaints ( casino error ) is they only come to light when someone wins

If the OP had lost all his deposit and his (200%) bonus ... would the casino have highlighted an error to him and refunded his original deposit

My personal guess is " most likely not "

@ OP please use the PAB process here and follow the forum guidelines and i wish you all the best

Dr Wink

 

[The Dude]

Does 32Red have their own CSR's or it's outsourced crap like many others?

Their customer support is in-house like all casinos listed in the Accred section. In fact, 32red is one of the rare casinos where their CEO will occasionally man the phones.

 

[Joseph3]

Okay from reading your last post it does seem unfair if they credit a bonus to high as its there mistake. But also the matter that there terms clearly state what correct amount is so you should have read them and known. I would PAB and see how it goes which means no more commenting as you have done enough damage already by appearing to use the members here to try and force 32reds hand. As for court I feel that will cost you money and you would lose as the casino has the terms which have clearly been broke so court would have to rule in there favour. Its like going into a bookies and asking for a price on an event . If the cashier quotes you 30/1 instead of 3/1 and you go to collect the bookie can refuse to pay as the price you got was quoted in error. Unfair but yet again they have the rules set in stone to protect them. Its a case of casinos good will whether you get paid or not but you haven't exactly started here on best note.

Incorrect.
It depends on the scale of the error. If it's a clear mistake like the one you quoted, then fair enough, it should have been noticed by the punter. If, on the other hand you are given a bonus which is within the normal parameters of the industry, then I would have no reason to believe it was an error. Remember there was also a 'wagering requirement' for the 'extra' £1000, which I completed.

Also, what term have I broken? '32Red's decision is final'? This isn't going to hold up in front of a judge.

 

[mysino]

Lets hope 32red step up and take care of this.
I will be staying with jetbull and guts as there not looking good here.

 

[maxd]

Ah, sort of have broke that first rule, sorry. ... I just want the general consensus of casino players ....

Apology not accepted since you are continuing to violate the Posting Rules.

I repeat, please file your PAB ASAP and we'll look into this for you. If you do not then we'll have to deal with this as a continued Rules violation and your campaign against the casino will almost certainly be shut down.

 

[funnymunny]

Joseph if you want to be fully open could you please explain how you managed to win near £25,000 playing £5 a go. I have NEVER won near 5000x bet and ive only seen such wins on progressive jackpots or 5 reel wild desire levels of things? Gotta admit I am curious what paid out so much

What game and stake were you playing and what did you hit?

If the OP is going to PAB, he cannot (should not) reply to your post.

I dare say the OP was frustrated with the situation when making the first posts on this matter (hence their less than idea choice of words). As others have pointed-out, taking anyone to court before exploring other opportunities does seem to be a curious move to me though & I'd suggest many lawyers would say you have a good case (as they will be the ones to profit from any legal action & regardless of whether or not you're successful).


Although I've thankfully never been in a situation where I've had to do it, I'd strongly recommend you take-up what this site offers & others have suggested. I can assure you that it's not "mob justice", I'm referring to though, it's Link Outdated / Removed

 

[Joseph3]

I haven't decided to do this 'PAB' though.
Obviously I have heard of Casinomeister on TV etc, and I have scanned through the forums over the years, but I am confused about this PAB service.
I'm looking at all these casino banners and thinking there's an obvious conflict of interest here.

I thought the forum was a discussion on fair play, which is what I am doing. But you are right, I suppose I do have an agenda to get my money back, so this will be my last post.