Question A dispute with a very reputable accredited Casino

[dionysus]

What right? Playing at the casino is a privilege, not a right. Frankly, Mark can say stuff it, let's close both and be done with it if he wanted, for no rhyme or reason save for the aggravtion. The fact that he's entertaining your request at all says leagues about the casino.

 

[Manesh123]

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

Agreed. However, I sent Mark a PM as suggested by a few other members here yesterday, but Mark chose to respond here. So I continued here...

 

[Diane]

Agreed. However, I sent Mark a PM as suggested by a few other members here yesterday, but Mark chose to respond here. So I continued here...

Probably because you communicated through both methods HERE and PM..........still think it is time to go off-line. Best resolution is done in private in my experience.

Diane

 

[AC7X]

This is mental. A complete non-issue.

They said you could have two accounts, and now they've said that in fact this advice was incorrect and you can only have one. You haven't had any funds frozen or confiscated. I just don't understand why you feel so aggrieved, or indeed what vengeance you want to see meted out to 32Red?

 

[MissRuthless]

Wow, mighty Impressive responses from Mark, and offer into help and even on a public holiday and to even get to a pc if he had too etc.
These are reasons and more in why I just love 32 Red.

 

[BMWSTACK]

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

Nah it became a public matter once posted here. Want to see how this finishes out. Obviously its really about nothing, but the guy has an email saying he can have two accounts and then they changed their minds.

 

[chuchu59]

It does seem that the OP is not really interested in having 2 accounts ie the normal PC one and the mobile account and is only interested in bonuses. This so-called principle is being used to put him/her in the right. The only thing that matters are the bonuses and I believe that 32RED is right not to award multiple bonuses. As a way out, can 32RED not simply allow the OP to retain both accounts yet restrict him/her to only one bonus per month across all accounts at 32RED?

 

[Manesh123]

I rest my case. I came here to get other people's thoughts. I never mentioned the casino's name as that was the wrong thing to do. I sent the rep a PM as suggested here before saying anything else. But the rep chose to respond in public.
I don't like to be accused of wrong doings with having multiple accounts, therefore I asked multiple times if having 2 separate accounts were allowed before I even registered the 2nd account. I had a 6 years and $300k history in my PC account and was just building a new history on my second account with daily deposits, until a few days ago when it was said that it is now "not allowed". My intentions were not to bad mouth the casino in any shape or form. I love the casino or else why would I stay with them 6 years?
Again, I came here to get other players thoughts and comments on the situation as I felt this was wrong and unfair. No aggravation, just disappointments.
Now if the majority here thinks that the casino can do whatever they want, that I should just let go of all the daily deposits I made in my 4 months old account trying to build a history. That I should just be happy I am allowed to make deposits there, that it is a privilege to even have an account there, because the casino can choose to close my account at any time as they wish, I rest my case.

 

[chuchu59]

I hope a compromise can be reached. The OP states that he/she merely wants both the PC and mobile account to be open at the same time and on the point of convenience that's perfectly sensible.

@Mark: Would it be possible to continue the use of both accounts simultaneously while restricting the OP to only one bonus within a specified period? There may be different promos for the mobile and PC accounts but this leaves a gap where bonus hunters are only too eager to take advantage of. Closing either of the accounts seem harsh to me given the fact that the options are provided for the convenience of players.

 

[Manesh123]

I hope a compromise can be reached. The OP states that he/she merely wants both the PC and mobile account to be open at the same time and on the point of convenience that's perfectly sensible.

@Mark: Would it be possible to continue the use of both accounts simultaneously while restricting the OP to only one bonus within a specified period? There may be different promos for the mobile and PC accounts but this leaves a gap where bonus hunters are only too eager to take advantage of. Closing either of the accounts seem harsh to me given the fact that the options are provided for the convenience of players.

Thanks Chuchu59
I will let this go. I give up fighting. I learned a very valuable lesson throughout this thread though. That no matter how many emails you have, how many chat transcripts, approvals and agreements in writing from the staff and the management that what you're doing is legit and is allowed, but 4 months later becomes a mistake and now against terms and conditions. I learned that no matter what, at the end of the day, the house always wins.

 

[Finn]

Mark

Free chip Friday as advertised you can win up to $500. Mobile account holders who deposited during that week are eligible only.

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!

I guess customer service was wrong in that regard also, Red Letter Day Giveaway terms and conditions clearly state that only players who have made a recent deposit are eligible.

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

TERMS AND CONDITIONS[HIDE TERMS]
1. Only cash players are eligible for the Red Letter Day Giveaway. Guest players do not qualify for this promotion.

2. Every day we will select players who have made a recent deposit at the casino and award them with casino chips on their next log in. Free chips range from £10 to £250 or 10 to 250 units of a players chosen currency.

Now let's assume that larger deposits don't increase your odds of winning this deposit lottery, though it really doesn't say that every recent depositing member has equal odds, so this is not certain either.

How is creating 1 mobile account and 1 pc account to participate on both of these deposit lotteries, how it is different from creating 2 pc accounts to participate to Red Letter Day Giveaway twice? And if it is fine to create 2 accounts to participate twice to deposit lotteries, why wouldn't it be fine to create 10 pc/mobile accounts to participate to deposit lottery even more times?

Anyway, so apparently in 6 years and after 300k deposits, you said that your best Red Letter Day Giveaway hit is around 30 of possible 10 to 250. This is pretty insignificant compared to whatever VIP deposit bonuses and comps and spins there are. If you don't plan to use any duplicate bonuses on your mobile account, just participate on the Free Friday deposit lottery, you might be even be better off by depositing just on your PC account and get better bonuses and comps on that account for doing more deposits on that account.

 

[Manesh123]

I guess customer service was wrong in that regard also, Red Letter Day Giveaway terms and conditions clearly state that only players who have made a recent deposit are eligible.

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

Now let's assume that larger deposits don't increase your odds of winning this deposit lottery, though it really doesn't say that every recent depositing member has equal odds, so this is not certain either.

How is creating 1 mobile account and 1 pc account to participate on both of these deposit lotteries, how it is different from creating 2 pc accounts to participate to Red Letter Day Giveaway twice? And if it is fine to create 2 accounts to participate twice to deposit lotteries, why wouldn't it be fine to create 10 pc/mobile accounts to participate to deposit lottery even more

This is what i was told!
On Jan 23, 2014, at 10:26 AM, "Support@32red.com" <support@32red.com> wrote:

Hi ,

Thanks for your email, I hope this finds you well?

It looks like there's been some confusion here, if you've been advised that the Red Letter Day and Free Chip Friday bonuses are dependent on deposits. As Ruth advised, these bonuses are awarded at random by our Marketing Department and no deposit necessarily needs to be made to have a chance of winning.


Kind Regards

Player Support Representative
32Red Casino
Second to None

We are available to chat

 

[K2C]

Now if the majority here thinks that the casino can do whatever they want.

I can't speak for the majority here, but being one of those who responded to you I should say that the above quoted does not accurately represent what I actually said. I said that Casino is in their full right, yet what they have done is not nice. There is a fine line between unprofessional and rogue or between unethical and illegal. You have chosen to use the word "dispute" in the title, while you do not have any grounds for the dispute. You do have solid grounds for disappointment though.

Let me also add that OP was indeed very diplomatic in not mentioning the casinos's name and further protecting it by refusing to even give a clue (such as a promo name or a quote from T&C). OP's posts appeared to be driven by keen interest in how things work in the industry.

 

[Jasminebed]

I'd like to point out that the email the OP posted was from Nov 2011, and he opened his mobile account four months ago.

It's very possible that there was a change in casino policy in those two years in between.

If the player had been denied a withdrawal for having multiple accounts, I'd be behind him 100% based on that email. That's not the case here.

I'm assuming the player is Club Rouge on his PC account, since he mentioned comp points being cash, which they are not for regular members, they are bonus funds.

Manesh, you are probably better off with the higher points and better comps on your initial account anyway, than the mere possibility you MIGHT win some bonus cash on the mobile account.

No one has a right to a casino account, they can close any of them at any time for any reason.

I can understand your frustration, and I am sure Mark will be able to come up with a solution other than allowing both accounts.

If you don't belong to any of their sister sites, perhaps ask if you can be invited to one of them and receive bonuses? While you can join Dash, Golden Lounge or Nedplay, you can't receive bonuses unless you are invited. I don't know if any of those casinos have a mobile platform.

 

[Manesh123]

I'd like to point out that the email the OP posted was from Nov 2011, and he opened his mobile account four months ago.

It's very possible that there was a change in casino policy in those two years in between.

If the player had been denied a withdrawal for having multiple accounts, I'd be behind him 100% based on that email. That's not the case here.

I'm assuming the player is Club Rouge on his PC account, since he mentioned comp points being cash, which they are not for regular members, they are bonus funds.

Manesh, you are probably better off with the higher points and better comps on your initial account anyway, than the mere possibility you MIGHT win some bonus cash on the mobile account.

No one has a right to a casino account, they can close any of them at any time for any reason.

I can understand your frustration, and I am sure Mark will be able to come up with a solution other than allowing both accounts.

If you don't belong to any of their sister sites, perhaps ask if you can be invited to one of them and receive bonuses? While you can join Dash, Golden Lounge or Nedplay, you can't receive bonuses unless you are invited. I don't know if any of those casinos have a mobile platform.

Actually that was the original email back in 2011. But I registered an account 4 months ago provided if it was still allowed. I checked and checked via email and chat and I was given the green light. It no longer matters. I was in a comfort zone. I couldn't trust any other casinos as Ive been with 32Red for the past 6 years. Rather than playing elsewhere I chose to have a mobile account and a PC account, as long as Im not breaching any rules. Hey I get to be entered into 2 contests why not?. But (thanks to Casinomeister and their members) I found a few other reputable casinos here. I have nothing against 32Red and as some of you say, they can change rules/words anytime they want. In other words, dont trust the support, always go with the terms and conditions of the site. I just learned it the hard way. Those deposits i made could've been at Guts or Mr. Green and I would've still had those accounts.

Btw, Im a female.

 

[Manesh123]

Update:

Just heard back from 32Red that there is nothing that can be done. They did however apologized for the multiple mistakes.