32Red Withdrawal issue €82.66 (withdrawal cost)

[Mozaik]

Hi guys,

I would appreciate it if I could get some feedback on this matter. I gamble at different sites and I use different deposit methods each time. 2 days ago I've won around €2140 at Redbet and withdrew my money first to Neteller, but then they said they have to process it to Skrill (last deposit method I used) which I agreed with in the end. Unfortunately I forgot that I have a Merchant account there (Obligated - they changed mine account to Merchant 6 months ago, because Im freelancing). The fee for receiving money is around 2,99 %, which ended up being €62,06 being paid to Moneybookers by ME. While I was happy with the win, this left a sour taste in my stomach. However this was my fault, since I forgot about the Fee. You would think LESSON LEARNED! So I don't have an issue with Redbet about this. ALL MY MISTAKE!

So the next day I've decided to deposit to 32Red, while I again used Skrill as a deposit method (Had no money in Neteller). I have Neteller selected as my withdrawal method for ever type of winnings at 32Red. I use various type of deposit methods to fund my 32Red account, including: Neteller, iDEAL, UKash, Paysafecard and Moneybookers. In the past I've always received my winnings at Neteller when I played at 32Red, regardless of the deposit method. I again managed to win a decent amount of money totalling up to €2750.

I first deposited with Skrill, then finally I made another deposit using iDEAL (last deposit) before I managed to get it up to €2750. So, thinking I've learned my lesson, I went to the withdrawal page of 32Red and withdrew the money to Neteller. So, I just woke up and I suddenly see the money in my Skrill account, again I have to pay a fee, which was €82,66! I find this totally ridicilous since I did not agree with this method, and it clearly states that I chose Neteller on the withdrawal page, even asking me if I agree with the terms & conditions. I've attached the look of my withdrawal page at 32Red. I contacted their customer support, and I wasnt quite happy with their response saying its normal procedure. Later I've sent an e-mail with a complaint to their customer service (still awaiting response). This time in my opinion it IS NOT MY MISTAKE AT ALL!



They could at least have contacted me like Redbet did. But they did just send my money to Moneybookers right away, resulting in me having to pay another ridicolous fee of €82,66.

While again I'm happy with the win, I'm not amused with the fee. And to be honest I think a reputable online casino like 32Red should be doing more than a simple "sorry it's standard procedure".

What do you guys think? Has anyone ever experienced the same issue and what was the outcome of the issue?

 

[The Viking]

This has happend to me few times, at 32red when i have deposit using Moneybookers and tried to withdraw with Neteller, and then the very next day they payout to Moneybooker, but unlike you i have no probs with it what so ever as im sure its in there T/C that they payout to the last deposit method.

 

[Mozaik]

This has happend to me few times, at 32red when i have deposit using Moneybookers and tried to withdraw with Neteller, and then the very next day they payout to Moneybooker, but unlike you i have no probs with it what so ever as im sure its in there T/C that they payout to the last deposit method.

That's what I've been told by them, that they pay to the last deposit method. But the point is that my last deposit method was iDEAL, and not Skrill. I used Skrill before I made the deposit with iDEAL. I can't see it anywhere in their T&C's?, apart from this statement on the "Preferred Method of Payment Terms & Conditions":

If you have selected a withdrawal method other than your primary deposit method we reserve the right to process some or all of your withdrawal, at our discretion, to your primary deposit method.

Which doesn't make sense for me, since the method I used most is Paysafecard, iDEAL & Neteller I think, with Neteller being the Preferred method. I only used Skrill a couple of times.

 

[Gremmyboy]

This has happened to me as well at 32Red! I usually have money sent back to visa always and when I withdrew I selected the visa option and they paid it to skrill! Really annoyed me as my skrill account had been made a merchant account for some reason unknown to me(think it was when my wife and I were trying to set up a web shop and used my skrill details to get the checkout working?) So I too got the fee to receive money and also the money was locked with refund written next to it so I couldn't withdraw it to my bank! Frustrating!

Long story short.... I spoke with 32Red and they put me in touch with the cashier via email. They cancelled the skrill payment and took it back and then re-sent it to my visa for me! The fees were returned to 32Red by skrill as well so I received my full withdrawal to my visa!
As you'd expect to happen at such a player friendly and great casino!

It took about a month and a half, about 20 emails and me threatening to close my account and register with Neteller instead of skrill for them to finally bother getting around to returning my account to a normal, non merchant account! Another thing was that skrill used to lock my account every time I received money as well for 'security reasons' so had to spend a fortune ringing overseas several times every time I received a withdrawal to my skrill, just to access my own money!! Very frustrating!!
My view of skrill is that I use it because I have to! If I didn't have to I'd avoid them like the plague due to the constant hassles I've encountered since the day I opened my account there!!


Cheers
Gremmy

 

[chuchu59]

Moziak,

Did it ever occur to you that you should have told 32RED that your SKRILL account is now a merchant a/c and that fees may be incurred on receiving payments. To them, paying by either Neteller or Skrill is just the same and I am pretty sure they would have paid you by Neteller if they had known. While your default payment method is Neteller it is an established policy for MG casinos to pay through this method whenever practicable.Sometimes casinos do not have sufficient money in a particular e-wallet and will pay out through another method to ensure payment is made according to their promised time-frame. I am sure they did it in good faith to live up to their good name of speedy payments.

If Mark reads this, he might just award you a courtesy chip as a gesture of goodwill.

 

[Mozaik]

Moziak,

Did it ever occur to you that you should have told 32RED that your SKRILL account is now a merchant a/c and that fees may be incurred on receiving payments. To them, paying by either Neteller or Skrill is just the same and I am pretty sure they would have paid you by Neteller if they had known. While your default payment method is Neteller it is an established policy for MG casinos to pay through this method whenever practicable.Sometimes casinos do not have sufficient money in a particular e-wallet and will pay out through another method to ensure payment is made according to their promised time-frame. I am sure they did it in good faith to live up to their good name of speedy payments.

If Mark reads this, he might just award you a courtesy chip as a gesture of goodwill.

I had no reason to assume my withdrawal being processed to Skrill, instead of Neteller. Since all my past withdrawals were made through Neteller, and my last deposit method was iDEAL. Although I'm not totally happy with what happened of course (having to pay a large fee to Skrill twice, almost 150 euros), I did get offered a 50 euros bonus chip as a nice gesture from 32Red the same day (unfortunately didnt get lucky). This shows some understanding from their side.