Resolved 32red

mn001

Full Member
Joined
Sep 21, 2005
Location
Casino
Logged in to 32red Casino today. My balance was $0 and the usual do you want to deposit box asking me if i want to deposit funds pops up. I deposited 100SEK using Ukash and it was converted to $15.88. I play a bit mega moolah and hit a $40 or so win... I play down to $33.87 when I decide to switch game.

I close the game and notice when I'm in lobby it says $15 is bonus money of my balance. Obviously this is incorrect as my balance was 100% sure $0 when I made my deposit and I never claimed or was given any $15 bonus.

So from what I can see 32red now turn previous wagering requirements forward even when you zero out your balance on a bonus.

Have fun with my 15 bucks 32red.


Chat transcipt (I only edited out my account number)

You are now chatting with Charlie
--------------------------------------------------------------------------------

Charlie: Hi, Welcome to the casino, how can I help?
Me: Hi my account is 32RE00******
Me: please remove the bonus... seems stuck from previous deposit
Me: there shouldnt be any bonus now
Charlie: I shall check this for you please hold
Charlie: I am sorry but you have started playing and I can't remove the bonus for you.
Me: plz
Me: recheck
Me: and do right
Me: or forward me to supervisor
Me: (hint: i dont play with a bonus)
Charlie: I cant you have started the playthrough. You have to achieve 450 before you can withdraw and have achieved 190 meaning you have 260 left to wager before you can withdraw
Me: ok ok forward me to supervisor
Charlie: It is bank holiday here and the casino manger is not in. I can send an email but I do not know when he will get this as it is also the weekend
Me: im so tired of bonus problems here... always problems... i deposited with a $0 balance... you can't require me to have wagering requirements when i don't use a bonus for fs
Me: sorry about fd
Me: i did not use a bonius
Me: bonus
Me: sorry im angry
Me: 20 mins abo my balance was $0 - i did a deposit of ~$15... and you give me wagering requirements... i did NOT use any bonus and no bonus was added to my account. WHY do I have to explain this over and over so many times... not the first time this happens
Me: It's an old bonus that should be zeroed because i was down to $0
Me: more than this i can't explain
Me: there must be someone in charge being able to see what i mean... otherwise i want the $33.87 cashed out and i will reinstall this casino
Charlie: I am just talking with a senior member of the team please hold
Me: ok
Charlie: I can
Charlie: Sorry, I can remove the bonus for you. But any winnings will also be removed and you will be left with your deposits
Me: Ok I give up. I deposited $15.88 without as bonus. I play it up to $33 something and I notice you have $15 as Bonus amount in the cashier. So you mean you nowdays have wagering requirements on deposits not using a bonus? I never used any or was given any bonus after my deposit here. I won on the slots. Is this correct? If so I'll post a thread on casinomeister complaining about this.
Charlie: I think it was a bonus that was left in your account from the terrific treble part 3
Me: So you say wagering requirements on bonuses will stay on even after I'm down to $0 and make a fresh deposit now? A new rule from 32red?
Charlie: I am going to check this for you please hold
Me: You don't know that?
Charlie: I am trying to work out why you had a the bonus still in yoru account. I think you may have had a bets in play
Charlie: I am going to remove the bonus and see what happens please hold
Me: ok
Me: what happened is i lost $15 of my winnings i just made on slots. my balance is now $18.87 and no Bonus
Charlie: the bonus has gone as well as the playthrough
Me: I never requested any bonus. And I never got any bonus. So the $15 now deducted is from my slot winnings I made on the $15.88 deposit (which I made when my balance was $0) I made without using and without having any bonus added.
Charlie: Okay you claimed the terrific treble bonus part 3. you had a bonus remaining from that, and had funds in play. I have now removed that bonus for you. I did mention before that any winnings form that bonus will be removed
Charlie: and this has happened
Charlie: you now have the 15.88 in your account which you deposited earlier
Me: Ok Charlie, i'll post this on casinomeister as a complaint and I will only remove my casino account number and leave the rest as it is. Is that ok with you?
Charlie: For your security could you please confirm the following? Your date of birth and email address, thank you
Me: Ok thats it. Bye
 

TopAff

Banned User - exploiting the forum
Joined
Nov 28, 2008
Location
World
WOW!

32Red what is this???

I hope this is just some mistake by support person. You need to get some compesation of this too..
 

Gremmyboy

Dormant account
Joined
Feb 25, 2011
Location
Australia
:eek::eek:

I'm sure it's just a misunderstanding but would've frustrated the hell out of me if I was put in that situation!
Sometimes you are better off banging your head on a brick wall than trying to get your point across to a CS!
I'm fairly sure that 32Red will see this and fix it for you with a compensation for the money lost as they are a very reputable casino.
One question though.... Would any compensation you receive be credited as bonus balance and have a playthrough attached? If so you'd be back where you started!

Cheers
Gremmy
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
i hate people who threaten casinos by stating they will post at casinomeister if they dont get what they want. i hope they are denied their free shot PAB if they resort to such tactics,
 

mn001

Full Member
Joined
Sep 21, 2005
Location
Casino
i hate people who threaten casinos by stating they will post at casinomeister if they dont get what they want. i hope they are denied their free shot PAB if they resort to such tactics,

Sorry about that. It was never my intention to make it sound like a threat. Actually I wanted to have his permission to even post the chat log. But it felt like I was talking to a bot. I agree with you. Please remove my PAB ability.

I just wanted to have some fun playing slots this afternoon, that's all.

Mods, feel free to delete the thread as my intention is in no way to harm the casino in any way.

I bought some new Ukash and am playing at another casino and don't care much about the money I lost due to this.
 

rainmaker

I'm not a penguin
Joined
Dec 28, 2010
Location
-
i hate people who threaten casinos by stating they will post at casinomeister if they dont get what they want. i hope they are denied their free shot PAB if they resort to such tactics,

Yes, I agree. That is inappropriate.

On the other hand, in this case. Looks like the OP asked CS if it was OK to post it on CM. He did not wait for a reply, so it was probably meant as a threat and not a question. I guess it would be fair if OP really asked CS if it was OK to post it on CM.

(Edit: OP has clarified this while I wrote my post)
 
Last edited:

mn001

Full Member
Joined
Sep 21, 2005
Location
Casino
So sorry all.

Wished I could delete the thread. I was VERY frustrated about the casino not having any manage available and I just wanted to play some. And he didn't answer my questions and it was like talking to a bot.

It probably looks like a threat about posting here when I said that to him.

I'll just reinstall the software and forget about this now. I learned my lesson and will remaim as a reading user only on this forum like I've been since it opened.

I did wrong here as it looks like threat. Even though it was never my intention.

Sorry

and bye :)
 

rainmaker

I'm not a penguin
Joined
Dec 28, 2010
Location
-
So sorry all.

Wished I could delete the thread. I was VERY frustrated about the casino not having any manage available and I just wanted to play some. And he didn't answer my questions and it was like talking to a bot.

It probably looks like a threat about posting here when I said that to him.

I'll just reinstall the software and forget about this now. I learned my lesson and will remaim as a reading user only on this forum like I've been since it opened.

I did wrong here as it looks like threat. Even though it was never my intention.

Sorry

and bye :)

No need for a sorry. We can all be a bit frustrated sometimes. And you did not use the "threat" before at the end of the conversation anyway. And i believe you when you say it was not meant to be a threat.

If the case is described correctly, then you have a valid case. And it is poorly managed by the CS. Small case like this should be solved immediately. "Sorry, nothing I can do" from the CS is not good.

Regardless if your balance was zero or not, the CS should have managed to find a better solution based on "goodwill".

"My" casino- Centrebet have given me "goodwill" several times when mistakes has happened. Good casinos will do that when the player obviously did not intended to "abuse" the bonus, WR has been carried over since balance was 0,9 instead of 0,0 or whatever the case is about.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Mods, feel free to delete the thread ....

That's not really how things are done here. See the Forum Policy regarding deleting posts (here):
Deleting Posts
Posts that are considered spam will be deleted by the moderators.

Posts that are considered "extreme flaming" using the dreaded c*** word, etc., will remain. These posts will NOT be deleted and you'll just have to live with being spanked and looking like a real moron for your lack of self-discipline.

If someone posts information that could be considered trade secrets or sensitive material, we will take this into consideration - but will perhaps edit the post, not delete it. In other words, deleting any posts will be kept at a bare minimum.
 

rainmaker

I'm not a penguin
Joined
Dec 28, 2010
Location
-
By the way OP, you should notify the rep(s) from 32Red about this thread. They may want to look at your case :)
 

mn001

Full Member
Joined
Sep 21, 2005
Location
Casino
By the way OP, you should notify the rep(s) from 32Red about this thread. They may want to look at your case :)

I was thinking of that. But I still regret posting this here and making "threats" as it may look after rereading it. I feel stupid. I acted in frustration. And all over 15 bucks. I lost 400 bucks balance on roulette two days ago with them, maybe I had that loss in mind and acted stupid. I dunno.

I´ll just let the thread die. If you guys here wants to I'll post a final update once/if they care about the issue. I'm 100% sure I had a zero balance as I looked in play history aswell after posting this thread. The support via live chat did a bad job, so did I.
 

Repro

Dormant account
PABnonaccred
PABnononaccred
Joined
Sep 15, 2010
Location
Netherlands
I was thinking of that. But I still regret posting this here and making "threats" as it may look after rereading it. I feel stupid. I acted in frustration. And all over 15 bucks. I lost 400 bucks balance on roulette two days ago with them, maybe I had that loss in mind and acted stupid. I dunno.

I´ll just let the thread die. If you guys here wants to I'll post a final update once/if they care about the issue. I'm 100% sure I had a zero balance as I looked in play history aswell after posting this thread. The support via live chat did a bad job, so did I.

I think you should indeed inform the rep about this. The way i've read the chat is that you did not really mean to harm 32RED, but that you're just frustrated about a "phantom bonus" that seemed to have appeared.

I realy think there is no harm done here to the casino. Everybody makes mistakes and everybody is frustrated sometimes :)

32RED always handles these things very well. Please let us know how it ends !
 

jod5413

Is That Better?
Joined
Mar 6, 2007
Location
somewhere on the planet
So sorry all.

Wished I could delete the thread. I was VERY frustrated about the casino not having any manage available and I just wanted to play some. And he didn't answer my questions and it was like talking to a bot.

It probably looks like a threat about posting here when I said that to him.

I'll just reinstall the software and forget about this now. I learned my lesson and will remaim as a reading user only on this forum like I've been since it opened.

I did wrong here as it looks like threat. Even though it was never my intention.

Sorry

and bye :)

Aw shoot, don't be so hard on yourself. If this is the worst thing you have ever done here, well, guess what, it ain't nuttin!! :p

This is a fantastic forum, and we need input from all of the members. And yep, we all get chewed out here and there. No Big Deal!!!

Keep on posting, mn001. You will be just fine. Hell, they let me post, and I am NOT nice some of the time. :D
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Aw shoot, don't be so hard on yourself. If this is the worst thing you have ever done here, well, guess what, it ain't nuttin!! :p

This is a fantastic forum, and we need input from all of the members. And yep, we all get chewed out here and there. No Big Deal!!!

Keep on posting, mn001. You will be just fine. Hell, they let me post, and I am NOT nice some of the time. :D

Hell yeah....they let jod post and she's a complete PITA......unlike me.....I'm an angel....
 

Gret

Dormant account
Joined
Jun 3, 2010
Location
Florida
You've done nothing wrong and don't apologize! I'm a crazy American (half Swedish and the other half Irish) and support your cause.

While the money isn't large, and as other posters have commented, the CS should have taken care of this in a New York minute (that means 1 second). I believe most of us will agree, the casino will take care of this for you as we've only good things about them.

I'm very disappointed with the moderator's comment earlier (not helpful and very condescending). Shame on you and the horse you rode in on...the members expect better from you.
 

jod5413

Is That Better?
Joined
Mar 6, 2007
Location
somewhere on the planet
I'm very disappointed with the moderator's comment earlier (not helpful and very condescending). Shame on you and the horse you rode in on...the members expect better from you.

Hey!!! You are talking about Max here. You have no business chastising him, IMO. In fact, our should feel lucky if I am the only one to rain on your parade! Jeez Louise, what is wrong with people any more? "The members expect better from you?". You have apparently polled all the members to be able to say this? :rolleyes:
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
You've done nothing wrong and don't apologize! I'm a crazy American (half Swedish and the other half Irish) and support your cause.

While the money isn't large, and as other posters have commented, the CS should have taken care of this in a New York minute (that means 1 second). I believe most of us will agree, the casino will take care of this for you as we've only good things about them.

I'm very disappointed with the moderator's comment earlier (not helpful and very condescending). Shame on you and the horse you rode in on...the members expect better from you.

while the op has been handling this issue in a graceful manner as seen in his last few posts the same cannot be said of you. as a member i believe max handled this issue well.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
You've done nothing wrong and don't apologize! I'm a crazy American (half Swedish and the other half Irish) and support your cause.

While the money isn't large, and as other posters have commented, the CS should have taken care of this in a New York minute (that means 1 second). I believe most of us will agree, the casino will take care of this for you as we've only good things about them.

I'm very disappointed with the moderator's comment earlier (not helpful and very condescending). Shame on you and the horse you rode in on...the members expect better from you.

If you don't like the way things roll here, you can always go elsewhere.

You attacked Max for no good reason and should apologise.
 

uxix

Full Member
Joined
Oct 23, 2008
Location
Jerusalem
Ok..32red is the best MG casino IMO and im 100% this will be fixed.

The CS is saying that u had bets in a game..even though your balance was 0 u could still have bets in a game (maybe u left a certain game before completing a spin or bonus round or gamble) and thats where the playthrough came from probably.
 

mattsgame

Meister Member
webmeister
CAG
Joined
Sep 17, 2009
Location
Out Of Town
Op:

Did you have free spins or a bonus game sitting somewhere from your last session? This may explain why you still had funds in play from the previous bonus. It mind sound silly but it happens, people shut games thinking there gone bust only to hit FS or a bonus game or just forget they had FS when they close the casino etc.


Otherwise im sure this will be sorted out in no time :)

Good luck
Matt
 

rainmaker

I'm not a penguin
Joined
Dec 28, 2010
Location
-
I'm very disappointed with the moderator's comment earlier (not helpful and very condescending). Shame on you and the horse you rode in on...the members expect better from you.

Gret, remember what the doctor told you. You need to take your medications EVERY day. Thanks.
 

sparkles

Registered
Joined
Jul 19, 2008
Location
The bottom of the Garden
I have had

this happen only once before, with 32Red, and it was exactly as someone said, I had FS's on a game, I thought Id finished, still sitting there. As I had gone down to zero I thought it was all over rover, and proceeded to deposit.

In regards to Support, Im sorry you had that experience, I have never in all my time with 32red ever felt them to be bot like, only really neat people, 32 Red is really one of the best out there, they always answer any questions/Private Messages's/cashouts with the speed of light.

Take a look around some of the slots you play, and you might see those spins sitting waiting to play. Hopefully that is what the problem was, and you hit a biggie on them.
 

Mark_32Red (retired acct)

Dormant account
Joined
May 23, 2008
Location
32Red Marketing Dpt
Hi mn001,

Firstly, please let me apologise for this not being picked up earlier, the Easter holiday celebrations have interrupted my forum activity a little!

I have checked your account and, as others have suggested, I can confirm that you had games in play on Gladiator and also Multi-Player Wheel of Wealth. This confuses the bonus system, hence when you deposited, playthrough from your previous bonus was brought forward.

I'm sorry that this wasn't picked up by our Player Support Representative earlier, but it's not something that the team deal with too often, and as one of the newest recruits to the growing team - it's no doubt the first time Charlie has seen this particular problem. I have recredited the $15 to your cash balance.

I can see from your account that you haven't had the best run of luck this month, so I have also taken the liberty of boosting your balance a little to hopefully give you a better chance to turn your luck around.

Kind Regards,
Mark
 

baldidiot

Full Member
webmeister
Joined
Oct 1, 2010
Location
London
Hi mn001,

Firstly, please let me apologise for this not being picked up earlier, the Easter holiday celebrations have interrupted my forum activity a little!

I have checked your account and, as others have suggested, I can confirm that you had games in play on Gladiator and also Multi-Player Wheel of Wealth. This confuses the bonus system, hence when you deposited, playthrough from your previous bonus was brought forward.

I'm sorry that this wasn't picked up by our Player Support Representative earlier, but it's not something that the team deal with too often, and as one of the newest recruits to the growing team - it's no doubt the first time Charlie has seen this particular problem. I have recredited the $15 to your cash balance.

I can see from your account that you haven't had the best run of luck this month, so I have also taken the liberty of boosting your balance a little to hopefully give you a better chance to turn your luck around.

Kind Regards,
Mark

What a nice chap :thumbsup: :)
 

rainmaker

I'm not a penguin
Joined
Dec 28, 2010
Location
-
Good to see that the rep has solved this small case.

We can of course understand that new employees will make minor mistakes. I call it a mistake, because one can expect that CS should be able to deal with a case like this with no further problems. CS should have seen that this player had games in sessions, and that this was the reason for the bonus WR being carried over. CS should have recredited the player immediately because it obviously was an honest mistake, done by the player.

The rep has apologized, OP has admittet he was a bit frustrated.

Everybody is happy :thumbsup:
 
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