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32Red's "3 Great Bonuses"

Discussion in 'Casino Complaints - Bonus Issues' started by gashon, Aug 31, 2011.

    Aug 31, 2011
  1. gashon

    gashon Dormant account

    Occupation:
    Programmer
    Location:
    Germany
    Sorry to necro this thread [Max says: I've split yours off to create the current thread], but I was searching for the problem I am having and this exact same thing just happened to me. They are doing the same promotion again, and I have claimed the first 2 weeks with no issues. I even made a few non-bonus deposits in between and have never cashed out, so I do not see why I would suddenly not be eligible for the 3rd week. I did get an email invitation on 17 August, and the web page is still showing the promotion now. I went to live chat and was informed I am no longer eligible, that the promotion terms have changed (I see no change on the website).

    I noticed the 32 Red rep never answered this thread, so maybe they can address this now?
     
    Last edited by a moderator: Aug 31, 2011
  2. Aug 31, 2011
  3. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    The original advice given to the OP still applies now: contact Mark_32Red.
     
  4. Aug 31, 2011
  5. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I am surprised at this, as the invite covers the entire promotion. The OP must have done something "abusive" with the first two weeks of offers for them to take the exceptional step of cancelling their eligibilty mid way. Normally they just don't leave you on the list for the following set of promotions.

    They DON'T bonus ban players simply for winning, even winning a substantial amount - else I would have been bonus banned there long ago, and probably even drug out into the main square at Gibraltar and shot for "that certain winning run" back in 2009:D

    32Red DO delist players from bonuses if they engage solely in "advantage play", and don't deposit between bonuses at all. The OP may have deposited between boni, but maybe their play with the boni was mathematically precise and as close as possible to the boundaries set by the terms.

    The only shortcoming is not telling players that are delisted half way through a promotion for which they have received the invite that they have been "kicked out of the party", rather than simply not getting invited to the next one.

    On the website, the first term sets the eligibilty criteria for the promotion, which is that until you receive the email, you should consider the possibilty that you are not eligible. If you think you are eligible, but haven't seen the email, check with CS who can see the internal invite list and tell you whether you are on it (this has happened to me a few times, down mainly to technical issues with email).

    The claim form itself can sometimes WRONGLY tell you that you are not eligible, or that you have not made the required deposit when you have.
     
  6. Aug 31, 2011
  7. Mark_32Red

    Mark_32Red Affiliate Manager for Accredited Casinos

    Occupation:
    Head of Marketing
    Location:
    32Red Marketing Dpt
    Hi Guys,

    Gashon has PM'd me and I have informed him I will investigate the lack of invite when back in the office after my vacation. I am back on Monday. However, I just wanted to clarify the content of the invitation sent out to selected players on 17th August (the initial invite):

    Subject:

    Content:

    As you will see, the email invitation relates to the first of the 'weekly wonga' bonuses, not all three.

    Regards,
    Mark
     
    1 person likes this.
  8. Aug 31, 2011
  9. gashon

    gashon Dormant account

    Occupation:
    Programmer
    Location:
    Germany
    First I want to thank Mark for taking time from his vacation to check and answer messages here. This is unexpected and very fine service!

    I have deposited over 250 euros since the beginning of July - some for bonus promotions and some not - and never requested a cashout (until today when I asked for my deposit back after being denied the bonus). I have not won anything, and was willing to keep depositing and playing due to the offer that was sent to me in email. The text of the email that Mark copied is accurate, but there is also a graphic displayed that says "A new casino bonus every week". Also this comes up on the splash screen today when I log in to the casino. Additionally, I did deposit and receive the bonus for the second week, even though I did not get an email about that either, so I think it was reasonable to assume that I was eligible for the promotion all three weeks.

    The T&C for this promotion do state the following:

    # The casino may, at their sole discretion, limit the eligibility of customers to participate in this promotion, 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.
    # The casino reserves the right to modify, alter, discontinue or terminate this promotion at any time for any reason whatsoever without notice to the end users, using reasonable efforts to provide such notice in advance.


    I did read and understand the T&C, and of course the casino has given themselves coverage here to pretty much do whatever they want. This is fine by me, I can lose my money elsewhere. :p

    However I would expect better terms and treatment from the casino that is proclaimed "Casino of the Decade" here on Casinomeister.
     
  10. Aug 31, 2011
  11. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    The problem is that no further invites are ever sent, even when the email does refer to "the first week". This has been happening to me since 32Red moved from a monthly bonus to an ongoing series of promotions. I have checked with CS and found I am still on the list, so it looks like the invite for a promotion covering several weeks covers the entire period. This is what players will think when they find that despite the lack of follow up invites, they remain able to claim the bonuses every week. It only goes wrong when they are dropped midway, and not expecting regular repeat invites, this comes as a shock.

    I just deposited again today, the third week. Other than the initial invite, I have not received a repeat invite for weeks 2 and 3, yet I am clearly still "on the list" as my claim went through. This experience has taught me that provided I get the initial invite, I am going to be eligible for all weeks that the particular promotion runs for, only having to wait for an invite when something new pops up.

    Something that might make things better is to incorporate the invite into the lobby, tailored to individual players, rather than on the pop-up where players still see it whether eligible or not. The claim could also be incorporated into the lobby, making the process even easier for those eligible, but HARDER for those not.

    This would mean that if it didn't display in your personalised lobby when logged in, you were not eligible.

    This would avoid players depositing thinking they were eligible, and only finding out they have been dropped once they have already deposited. This generates negative feelings as the player has been robbed of the opportunity to not deposit until he knows for sure he is eligible.

    Another possible solution is a "check my eligibilty" form that players can use if they are pretty sure they should be eligible, but have doubts because, for example, they are not getting the emails, or they are delayed (something I have experienced).
     
  12. Aug 31, 2011
  13. Mark_32Red

    Mark_32Red Affiliate Manager for Accredited Casinos

    Occupation:
    Head of Marketing
    Location:
    32Red Marketing Dpt
    @Gashon,

    I can't comment on the reasons for you not receiving an invite until I have checked your account, so I'll respond to that when back in the office if that's ok.

    @VWM

    I want to start by saying I completely understand where you are coming from, and the development you suggested to only display bonuses to relevant players is already underway. This, however, is quite intense and I don't yet have a release date.

    With regard to the email invitations, there are a few reasons why you may not receive the invite, the most common is that you have claimed the bonus before the invites are sent. We send emails during office hours - so someone who sees the offer early in the morning, e.g. 1am - will claim the bonus, our system will pick up that it has been claimed and exclude them from the mailer.

    Another reason may be to email frequency - as you correctly point out - we have been doing daily bonuses for some promotions - should we bombard you with emails every day? I don't think that's 32Red's style.

    Finally, as you mentioned earlier, the deadly spam filters sometimes disagree with the terminology in the email and simply doesn't deliver to certain email clients.

    As I say, I will investigate the OP's personal situation when back in the office, in the meantime I hope the above sheds some light on procedures.

    Regards
    Mark

    PS - note to anyone planning to take their iPhone to the beach - the screen is very bad in the sun and sandy fingers don't work the screen too well!!
     
  14. Aug 31, 2011
  15. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    No, but this case seems to suggest thaty the current frequency of "reminder" invites is not enough, and makes it look like the entire promotion is all covered by the initial invite, even if the intent was to review eligibilty at the end of each week, as appears to have happened here.

    As for emails only being sent in office hours, the problem here is that if I wait until then, I miss a couple of the "today only" bonuses when a promotion happens to start out of office hours.

    The Wimbledon promotion is a case in point, as it was dependent on how far "our" player got. When he was knocked out on Wednesday, and new promotion began the next day, but the emails didn't go out till the following week. This meant that following the terms as stated, and not claiming until the email was received, meant losing out on 4 of the daily boni, and claiming on the Monday. This is the one where I spotted it in the lobby, realised I had already missed two, and contacted CS. They confirmed I was on the list, so I deposited, claimed, and got it.

    The problem with this is that it makes it look like waiting for the email is no longer an actively enforced term, and so long as you are on the list, there will be no problems in claiming earlier than the receipt of the email.

    It is good that a method of ensuring only eligible players see a promotion is under development, as this will ensure that players who are not eligible can tell straight away. Whilst they may argue their case, they cannot argue that they were tricked by misleading web or lobby content.

    The terms should be updated so that they say "Players eligible for this promotion will be presented with it in the lobby when they log in, from where they may claim". Presentation on the website can then be for information only, with advice for players who can't see it in their lobby to contact support to check eligibilty before depositing. This will cover situations where the lobby fails to display the promotion to an eligible player for some kind of technical reason (it happens frequently in other MGS lobbies already using this system). Support can then manage the players' expectations, rather than having them angered by what seems to be a faceless and automated "rip off" when they try to claim after making a deposit.
     
  16. Aug 31, 2011
  17. gashon

    gashon Dormant account

    Occupation:
    Programmer
    Location:
    Germany
    I would like to thank both Mark and vinylweatherman for their responses, but I am not eligible to do so yet. So thanks! :thumbsup:
     
  18. Oct 5, 2011
  19. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    I hear from other players that they have bonus banned constant winners in the past.
    They probably still do.

    Also, if you read 32Red's T&C:
    "The casino may, at their sole discretion, limit the eligibility of (new) players to participate in this promotion, for any reason whatsoever without notice to the end users. "
    You must register/login in order to see the link.

    This is for 32Red's sign up bonus. But I am sure that they have similar T&C for the regular bonuses.

    EDIT:
    I should read peoples entire post before commenting. :)
     

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