Awarding a bonus and then immediately retracting it

aidenaiden

Newbie member
PABaccred
Joined
Apr 20, 2015
Location
United Kingdom
I logged into 32red.com this morning and began playing. I'd been awarded a £500 bonus in my Promotion section. I presumed I would have been awarded something at some stage, as I've historically deposited a lot and never withdrawn anything. I have not had much by way of luck with this casino and their overall level of customer service has been somewhat sporadic in terms of quality. I didn't click on it because invariably their promotions need me to log in from my phone as they do not run well with desktop FLASH. I also wanted to play through with some of my real money before mixing it with bonus funds. I resolved to accept the bonus half an hour later and when I clicked on it, they had removed it. This was a bonus that they said they'd actually awarded me and not some offer I'd need to deposit in order to access. I presumed they would have alerted me once they'd investigated, but I'd still not heard anything by the afternoon, so I chased them up again. It seems they made a mistake with the bonus and that they had offered it to me, but now they weren't. When I asked why they didn't so much as bother to email me with their findings, they said that the previous customer rep had specified that I should get back in touch with them and not the other way around.
Am I right to be irriated with their attitude?
 

Mark_32Red (retired acct)

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

Thanks for your post.

I'm afraid there was a site error this morning which meant all players on site were inadvertently shown a message saying "You have unlocked a £500 bonus" with a link explaining how to claim it. This was meant for a small number of players and not for every player, as you can imagine.

If you would have clicked through the message to claim the bonus, you would have received an error message to say you were not eligible.

This is not a great player experience and we corrected the issue as soon as we were made aware. We've put steps in place to (hopefully) prevent this happening in future.

Apologies for the inconvenience. We genuinely didn't mean to mislead you.

Regards,
Mark
 

aidenaiden

Newbie member
PABaccred
Joined
Apr 20, 2015
Location
United Kingdom
Well, perhaps had the customer services rep explained that instead of dismissively saying that it was your mistake and I could go boil my head, all of this could have been avoided and you would have not have left as bad taste in my mouth as you have done. Indeed, my general feeling from interacting with your agents is that they do not take the concerns and complaints of players all that seriously or value their custom for that matter
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
Well, perhaps had the customer services rep explained that instead of dismissively saying that it was your mistake and I could go boil my head, all of this could have been avoided and you would have not have left as bad taste in my mouth as you have done. Indeed, my general feeling from interacting with your agents is that they do not take the concerns and complaints of players all that seriously or value their custom for that matter

I have found 32 red customer service to be top notch.
 

Mark_32Red (retired acct)

Dormant account
Joined
May 23, 2008
Location
32Red Marketing Dpt
Think the fairest thing to do here would be for 32RED to add a £500 bonus with no wagering to all account holders. Would be a great goodwill gesture:)

You’re right. It’s been approved. Anyone who logs in tomorrow will get a £500 bonus on the house. Please note this is only available tomorrow. Regardless of time zone and time of day, it’s valid tomorrow only. :)

Thanks
Mark
 

Kroffe

เ๓ ค Ŧคภςץ ๒єคг
MM
Joined
Mar 2, 2019
Location
sweden
You’re right. It’s been approved. Anyone who logs in tomorrow will get a £500 bonus on the house. Please note this is only available tomorrow. Regardless of time zone and time of day, it’s valid tomorrow only. :)

Thanks
Mark

I will log in to my hotmail account tomorrow then (does not state where you have to log in)
I expect this promotion to be honored.
Ill be keeping an eye on you, Mark!

 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
You’re right. It’s been approved. Anyone who logs in tomorrow will get a £500 bonus on the house. Please note this is only available tomorrow. Regardless of time zone and time of day, it’s valid tomorrow only. :)

Thanks
Mark

Self inflicted DDOS mate?

Ps: Stuck to my promise to not tell the others but thanks for the bonus, was real nice to be able to Hi-roll for a couple of hours :D
 

Kroffe

เ๓ ค Ŧคภςץ ๒єคг
MM
Joined
Mar 2, 2019
Location
sweden
Self inflicted DDOS mate?

Ps: Stuck to my promise to not tell the others but thanks for the bonus, was real nice to be able to Hi-roll for a couple of hours :D

I just got it sent to my Skrill.
Upside is i got €5000 instead of €500.
Only condition was that i promised not to tell anyone, unless Jono tells people first.
 
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