Question A dispute with a very reputable accredited Casino

[Manesh123]

Instead of letting you keep both accounts, you should simply be eligible for the regular mobile promotions since you play mobile on your first account.

Can you play on a PC with the new account you made for the mobile casino?

They have a promo called "Free chip Fridays" where you can win from $5 to $500. This is only given to mobile players who have a mobile account who have deposited that week.
They have another promotion which I will not disclose the name as it will give out the casinos name. But it's for regular account holders and the names are picked out daily. My name has been picked several times but the most i have received was 30. And i deposited with that account daily sometimes well over 12k in a week!

My whole question is why was I promised this was okay and later taken away? A reputable casino like them shouldn't be practicing such behavior period. They can't treat players and shift gears as they wish!

 

[Manesh123]

I am not sure why you are stating in the title of this thread that its a very reputable accredited casino unless you are trying to exert pressure on them. To back up your claim, cant you show us at least one of the emails? I do understand though that more and more casinos encourage play through a mobile account so it does not really make any sense in forcing customers to make a choice between a regular account and a mobile account.

Have I named the casino? Wouldn't I have to name them in in order to put pressure?
Why would I put the proof here? To give out the name? I wouldn't do that because its not the right thing to do!

 

[Manesh123]

I sent a message to one of the casino reps here early morning as suggested and I have not heard anything back! But the funny thing is the player support manager who decided to close one of my accounts happens to be one of the reps for the casino!

 

[Diane]

I sent a message to one of the casino reps here early morning as suggested and I have not heard anything back! But the funny thing is the player support manager who decided to close one of my accounts happens to be one of the reps for the casino!

I think (my opinion only) that you just need to let it go. We all have experienced situations with online casinos, B&M casinos, and just merchants in general where multiple staff members give different answers to the same question. It happens.

You are no longer able to take advantage of multiple promotions at a casino by using two accounts. But other than "opportunity" you have not lost any real hard money. Plus it doesn't appear that this has been a positive EV for you with all those deposits.

Focus on the positive things in your life and chalk this up as a disappointment and yes frustratiing -------but in the total scheme of things, its' not worth the negative energy.

They made a mistake, you can't expect that they will knowingly continue to make the same mistake and allow you to have two accounts now that it has been brought out and fully realized by the casino management reps.

Life is too short to sweat the small stuff. Yes, I know the tendency (and have it myself at times) to want to just keep pushing because I know I am RIGHT and they were WRONG. But its truly not worth the time/effort.

Diane

 

[Mark_32Red (retired acct)]

I sent a message to one of the casino reps here early morning as suggested and I have not heard anything back! But the funny thing is the player support manager who decided to close one of my accounts happens to be one of the reps for the casino!

Hi Manesh,

I was going to hold back on my reply until I was in the office and I could see the history of your complaint - it's Easter Bank Holiday and while I always keep an eye on the forum when not in the office, I usually only have iPhone access (like now) so can't actually see your account. Since you are expecting a reply before then I'll give it a shot.

Like some others in the thread I am a little unsure what your exact complaint here is. From what I can see, it is just the fact that by playing only on your online account you may not be eligible for Free Chip Friday offers?

Free Chip Friday is a randomly assigned offer similar to 'Red Letter Day' - you won't really be missing out here, you just have the option to win free chips under a different promotion name? We have a one account policy to prevent multiple bonuses being credited across accounts - there isn't any benefit in having more than one account - in fact, your loyalty is more likely to be recognised by playing on one account.

Please let me know if I have got the wrong end of the stick here and if urgent, I'll try and access a work PC to resolve.

Regards
Mark

 

[Manesh123]

I didnt realize I hit sent!

 

[Diane]

I didnt realize I hit sent!

???????

 

[Manesh123]

Hi Manesh,

I was going to hold back on my reply until I was in the office and I could see the history of your complaint - it's Easter Bank Holiday and while I always keep an eye on the forum when not in the office, I usually only have iPhone access (like now) so can't actually see your account. Since you are expecting a reply before then I'll give it a shot.

Like some others in the thread I am a little unsure what your exact complaint here is. From what I can see, it is just the fact that by playing only on your online account you may not be eligible for Free Chip Friday offers?

Free Chip Friday is a randomly assigned offer similar to 'Red Letter Day' - you won't really be missing out here, you just have the option to win free chips under a different promotion name? We have a one account policy to prevent multiple bonuses being credited across accounts - there isn't any benefit in having more than one account - in fact, your loyalty is more likely to be recognised by playing on one account.

Please let me know if I have got the wrong end of the stick here and if urgent, I'll try and access a work PC to resolve.

Regards
Mark

Mark
I appreciate you responding to these on a bank holiday. I too am working on Easter weekend.

I'm disappointed that you still dont know what my complaint is after going through the thread! I'm going to keep it short.

Free chip Friday as advertised you can win up to $500. Mobile account holders who deposited during that week are eligible only. Mobile account holders are different than those with regular accounts logging in to the casino through their mobile phones. Correct?

Red Letter Day promo as I've been told numerous times is an everyday contest where names are picked out of a hat regardless of you depositing or not!

Now back to my complaint, why was I told I can have 2 accounts when this was against terms and conditions? Why was I allowed to make daily deposits in both accounts when this wasn't allowed? Do you think it's faire to players who deposit to your casino every single day to be treated in such way? What happens to the daily deposits i made there? I was given the option to choose between the two accounts. One account which has been opened for 6 years with $300k in deposits or the new 4 months old account which has just become a VIP.
Please tell me you understand my point!

 

[Manesh123]

???????

I didnt know how to delete a post. I submitted the same post twice. Sorry lol

 

[suzecat]

Hi Manesh,

I was going to hold back on my reply until I was in the office and I could see the history of your complaint - it's Easter Bank Holiday and while I always keep an eye on the forum when not in the office, I usually only have iPhone access (like now) so can't actually see your account. Since you are expecting a reply before then I'll give it a shot.

Like some others in the thread I am a little unsure what your exact complaint here is. From what I can see, it is just the fact that by playing only on your online account you may not be eligible for Free Chip Friday offers?

Free Chip Friday is a randomly assigned offer similar to 'Red Letter Day' - you won't really be missing out here, you just have the option to win free chips under a different promotion name? We have a one account policy to prevent multiple bonuses being credited across accounts - there isn't any benefit in having more than one account - in fact, your loyalty is more likely to be recognised by playing on one account.

Please let me know if I have got the wrong end of the stick here and if urgent, I'll try and access a work PC to resolve.

Regards
Mark

It appears the cat is out of the bag any thinly veiled pseudo threat has lost it's luster IMO. Kudos to Mark for coming forward ........ still do not know what the OP's deal is about

 

[Googobucs]

Free chip Friday as advertised you can win up to $500. Mobile account holders who deposited during that week are eligible only. Mobile account holders are different than those with regular accounts logging in to the casino through their mobile phones. Correct?

Red Letter Day promo as I've been told numerous times is an everyday contest where names are picked out of a hat regardless of you depositing or not!

If the casino has 2 different account types; mobile and PC based, as it appears and they offer different promotions like this based on the type of account you have, then I think I would be pissed off too. Especially after knowing the T & C and taking the time check and double check with support that I could have an account for both.

IMO The casino needs to have 1 account type and make you eligible for the promo based on how you played during that given promo.
They should also transfer your 4 months of mobile history to your 6 year old account and give you credit for it as a VIP player.

 

[Finn]

It appears the cat is out of the bag any thinly veiled pseudo threat has lost it's luster IMO. Kudos to Mark for coming forward ........ still do not know what the OP's deal is about

My interpretation:

For whatever reason, 32Red has separate weekly/daily/whatever deposit lotteries for mobile and PC accounts.

And for whatever reason Manesh123 wants participate on both deposit lotteries, eventhough he could just participate on the PC one, and increase his chances of winning the PC deposit lottery with more deposits on the PC account, effectively leading to pretty much the same results as mixed depositing with mobile and PC accounts.

 

[Manesh123]

My interpretation:

For whatever reason, 32Red has separate weekly/daily/whatever deposit lotteries for mobile and PC accounts.

And for whatever reason Manesh123 wants participate on both deposit lotteries, eventhough he could just participate on the PC one, and increase his chances of winning the PC deposit lottery with more deposits on the PC account, effectively leading to same results as mixed depositing with mobile and PC accounts.

Ummm actually my 6 years experience says the red letter day lottery is random regardless of how much you deposit. I've won 0 times when I deposited well over 12k one week and have won $32 when I've deposited 300 during a given week. Actually, Ive noticed my name gets picked more often when I don't deposit there for a while! But have never won the friday lottery since the account creation!

 

[suzecat]

OK so let's see the proof of who overrode the terms re multiple accounts.

 

[BMWSTACK]

So this is all over free chip Friday. You having been winning it anyways so just focus on 1 promotion on 1 account. I agree that deposits on one account will probably help with better loyalty. At the same time you keep saying 300k deposited, but its actually over 6years. So yes I would think you would be considered a loyal customer.

If your trying to prove a point out of principle then like others say post some of the proof of all the emails you have.

 

[Manesh123]

Theres many to list but here's one... But here's the very first time I was told of this... Back in 2011!
On Nov 27, 2011, at 6:47 PM, "Support@32red.com" <support@32red.com> wrote:

Hi

Hope you are well today.

I have looked at your account and can see that at no time in the past has any mobile casino bonus been added for you, (although you may see pop-ups reminding mobile players of bonus)
As Lewis has correctly alluded to we have a Scratch and Match deposit bonus available on Monday –UK time.

If you would like to avail yourself of separate mobile bonus then you are more than welcome to set-up an account from your i-phone, and then on this different account you will be eligible for any mobile promotions as advertised.

Kind regards

Senior Support Representative
32Red
Second to None

From: Shohreh
Sent: 27 November 2011 12:46
To: Steve Finan; Support@32red.com; Team Leaders;
Subject: mobile account vs casino account

Hi Steve,
I have been playing at the mobile casino with my casino account, not knowing you need to have 2 separate accounts for each. I have received the monthly match every time, but this is coming as a surprise to me.

 

[vinylweatherman]

Theres many to list but here's one... But here's the very first time I was told of this... Back in 2011!
On Nov 27, 2011, at 6:47 PM, "Support@32red.com" <support@32red.com> wrote:

Hi

Hope you are well today.

I have looked at your account and can see that at no time in the past has any mobile casino bonus been added for you, (although you may see pop-ups reminding mobile players of bonus)
As Lewis has correctly alluded to we have a Scratch and Match deposit bonus available on Monday –UK time.

If you would like to avail yourself of separate mobile bonus then you are more than welcome to set-up an account from your i-phone, and then on this different account you will be eligible for any mobile promotions as advertised.

Kind regards

Senior Support Representative
32Red
Second to None

From: Shohreh
Sent: 27 November 2011 12:46
To: Steve Finan; Support@32red.com; Team Leaders;
Subject: mobile account vs casino account

Hi Steve,
I have been playing at the mobile casino with my casino account, not knowing you need to have 2 separate accounts for each. I have received the monthly match every time, but this is coming as a surprise to me.

If genuine, this does look like a senior member of staff approved the opening of a separate mobile account. One oddity is that normally 32Red reps use their names, not just a title such as "senior support rep".

It now appears that this advice was incorrect, and against casino policy. The problem now appears to be that the PLAYER is being accused of wrong doing for acting on this incorrect advice from an unnamed "senior support rep". It is doubly unusual since 32Red support does not tend to screw up.

It seems more likely that there has been a management review of the situation further down the line, and it has been determined that the OP is taking unfair advantage of the concession initially granted, so it has been withdrawn and regular terms applied.

32Red do encourage players to try their mobile option, but it is also made clear that separate accounts are not necessary in order to switch between the three variants (mobile, browser, and Viper download).

The choice being offered is probably between the regular promos and the mobile ones, rather than between two accounts.

It could well be a problem that when playing on mobile with the regular account, a player is receiving misleading advertising about eligibility to the mobile promotions. This could create problems for 32Red under UK advertising rules, as they would require that these pop ups were not displayed to ineligible players who used their regular account details to access the mobile service. It is bad for reputations to have a litany of upheld ASA complaints, as quite a few, even reputable casinos, are gathering. It's only seen as "not a problem" because the matter has almost no mainstream media coverage. It might become a problem once the UKGC becomes the body responsible for policing the industry within the UK as they will be looking at matters such as compliance with UK laws in aspects such as marketing and "responsible gambling". A bigger problem may come from anti gambling lobby groups, currently targeting bookies over FOBTs, who will ensure such matters DO receive mainstream media attention.

 

[Manesh123]

If genuine, this does look like a senior member of staff approved the opening of a separate mobile account. One oddity is that normally 32Red reps use their names, not just a title such as "senior support rep".

It now appears that this advice was incorrect, and against casino policy. The problem now appears to be that the PLAYER is being accused of wrong doing for acting on this incorrect advice from an unnamed "senior support rep". It is doubly unusual since 32Red support does not tend to screw up.

Actually there is a name above the title but I removed from here for confidentiality reason. I'm sure 32red has these emails/chats documented wont be needing my proofs...

 

[Mark_32Red (retired acct)]

Actually there is a name above the title but I removed from here for confidentiality reason. I'm sure 32red has these emails/chats documented wont be needing my proofs...

Hi Manesh,

Sorry for the delay in replying and thanks for the additional information you have provided.

It does appear that there has been some miscommunication here, as I said in my previous post, we don't allow multiple bonus claims across multiple accounts. Sorry that you were given incorrect information.

Can I ask you what kind of resolution you are looking for which I can hopefully accomodate when back in the office?

With regards to the separate offers for mobile/online, I am going to recommend that they are combined and FCF is retired. It doesn't make sense in our 'one wallet' world to have separate promotions that are both 'lottery' style.

Regards
Mark

 

[Manesh123]

It does appear that there has been some miscommunication here, as I said in my previous post, we don't allow multiple bonus claims across multiple accounts. Sorry that you were given incorrect information.

Can I ask you what kind of resolution you are looking for which I can hopefully accomodate when back in the office?

Mark

Hi Mark
Please understand that the note above was just one of the examples of many others (different staff, pit boss and team leaders) assuring me having 2 separate accounts is all right.
But despite these facts you state it is not allowed. What else can I ask for? Im not sure what other resolution other than I want both accounts open as promised.

 

[Mark_32Red (retired acct)]

Hi Mark
Please understand that the note above was just one of the examples of many others (different staff, pit boss and team leaders) assuring me having 2 separate accounts is all right.
But despite these facts you state it is not allowed. What else can I ask for? Im not sure what other resolution other than I want both accounts open as promised.

Thanks for the quick reply.

Can I just confirm that you are only looking to keep both accounts open for convenience, or are you hoping to claim bonuses on both accounts? I may be able to help if the former, unlikely to able to assist if the latter.

Regards
Mark

 

[Manesh123]

Thanks for the quick reply.

Can I just confirm that you are only looking to keep both accounts open for convenience, or are you hoping to claim bonuses on both accounts? I may be able to help if the former, unlikely to able to assist if the latter.

Regards
Mark

Hi Mark,
Please see below message from 32Red.

As I'm a VIP player, I'm able to claim daily bonuses on multiple deposits already played on my regular account. This response is after I asked about opening a new mobile account and receiving bonuses in conjuction to my regular account!
I also removed names for confidentiality reasons.

Hope this helps answer your question,
Thanks
On Jan 25, 2014, at 9:47 PM, "Support@32red.com" <support@32red.com> wrote:

Hi,

Although our welcome bonuses are strictly one per person over all casinos under our umbrella, should you wish to claim the mobile welcome bonus this will be allowed.

Please be advised, should you wish to claim any bonuses on your mobile account, they need to be claimed prior to playing your deposits or they will unfortunately be denied.

If you need any help claiming this bonus, please let us know!

Kind Regards,


Pitboss
32Red
Second to None

 

[Googobucs]

Manesh
Your going to have to meet Mark half way on this.
what do you need 2 accounts for? If it's just "because they said I could" then get over it and move on. People make mistakes.
If there is some kind of advantage to having the 2 accounts explain to Mark what that is so he can combine those things into 1 account for you.
I believe he already said he was going to recommend not having separate promos for mobile and PC.
and NO, you cannot take the same bonus multiple times if it's not allowed. If that is what your trying to do, then again just forget about it and move on. It's not allowed.

 

[Manesh123]

Manesh
Your going to have to meet Mark half way on this.
what do you need 2 accounts for? If it's just "because they said I could" then get over it and move on. People make mistakes.
If there is some kind of advantage to having the 2 accounts explain to Mark what that is so he can combine those things into 1 account for you.
I believe he already said he was going to recommend not having separate promos for mobile and PC.
and NO, you cannot take the same bonus multiple times if it's not allowed. If that is what your trying to do, then again just forget about it and move on. It's not allowed.

Googoobucks
If this happens to you, you have every right to choose to ignore and to accept it as a mistake with an apology, get over it and move on. I choose to stand up for my right. To me this wasn't a mistake. It isn't allowed now what was allowed a few days ago. We're supposed to just ignore the promises and accept it as a mistake? What about all the deposits and history I built there? If this isn't called being played like ping pong I don't know what is! The scary thing is players like you are allowing these industries get away with it. A promise they can't deliver.
I'm supposed to let it go, move on because it isn't allowed anymore?

 

[Diane]

My two cents is now that the Casino Rep and OP have "connected" here - that they finish their negotiations and settlement of the matter privately off-line.

He has aired his concern, the rep has replied offering to work with OP on a resolution (which may or may not satisfy OP) - I think it is now a private matter.

Diane