Casino Complaint Dash Casino Complaint

[citizenx]

Removed

 

[ChopleyIOM]

With the greatest of respect why did you think that creating a new account was the way to go? Most casinos explicitly prohibit multiple accounts being created with the same details anyway, so to create another account when your previous account had a self-exclusion applied to it (even if expired) is asking for trouble.

I'm sure 32Red will sort this out for you but you haven't really done yourself any favours in signing off with a threat either.

From where I'm sat they're behaving like responsible operators, simple as that.

Whatever the problem is with a casino, 'creating another account' is never going to be the correct answer TBH.

 

[aceking123]

hi , well tbh your better just waiting for the contact which you will get , maybe you should of e mailed them first requesting that you would like your old account reopened they would of no doubt given you all the login details after you passed id account stuff.

 

[citizenx]

With the greatest of respect why did you think that creating a new account was the way to go? Most casinos explicitly prohibit multiple accounts being created with the same details anyway, so to create another account when your previous account had a self-exclusion applied to it (even if expired) is asking for trouble.

I'm sure 32Red will sort this out for you but you haven't really done yourself any favours in signing off with a threat either.

From where I'm sat they're behaving like responsible operators, simple as that.

Whatever the problem is with a casino, 'creating another account' is never going to be the correct answer TBH.

I explained my thinking in my post - the details I thought I had didn't work so assumed they'd completely deleted the account.

It was an expression of my dissatisfaction with the way they handled it.

They can sort it out by returning my funds and closing both accounts. I'll never use them now.

 

[citizenx]

hi , well tbh your better just waiting for the contact which you will get , maybe you should of e mailed them first requesting that you would like your old account reopened they would of no doubt given you all the login details after you passed id account stuff.

When you go to play a casino on a whim, you tend not to think you need give 48 hours notice.

Or is that just me?

 

[Nifty29]

So, I just wasted 5 minutes of my day on a ridiculous complaint about having to wait up to 48 hrs for a reply (bet it won't take that long BTW), to resolve an issue that you caused by opening multiple accounts.

Sounds like the casino is doing things right and you were just being lazy.

 

[dunover]

I explained my thinking in my post - the details I thought I had didn't work so assumed they'd completely deleted the account.

It was an expression of my dissatisfaction with the way they handled it.

They can sort it out by returning my funds and closing both accounts. I'll never use them now.

Don't tell me you got a bonus on the 'new' account too? A SUB you wouldn't be entitled to as a previous account holder......if so what do you expect? If you didn't take the SUB ignore that with my apologies.

I shut a 32red account once, and they clearly told me to e-mail them AFTER the 6-months was up. You have to ask the casino manager to re-open and state that you are in control and preferably state a deposit limit too. Then he will probably re-open it if he is satisfied you aren't a problem gamer. They do things properly. VPL do this too.
48 hours is their standard response time, and they ALWAYS reply in that 48 hours. You state that they told you in May that you would have to request it reopened after 6-months, the 're' is the big clue here - reopen the same account, not a new one which may get an undeserved SUB.
They've done nothing wrong and I guarantee you they will gladly block both accounts and refund your deposit/any cash left provided there is no bonus issue.
I don't see the desperation to have the deposit back now as you could just have easily lost it. I know it's frustrating knowing you can't play and would like to spend it elsewhere now to have some action, but it sounds like the gaming issues regarding your original account closure have not be resolved to be honest.

And definitely the threat you made to their CS was juvenile and counter-productive. You've carried out your threat here and you didn't account for hundreds of members with years of experience who will put you straight, and will not stand for this sort of nonsense, especially when it concerns a site known to be totally respectable and responsible. Don't shoot yourself in the foot any more, I would PM the 32red rep, apologize for your outburst and hope he treats you with more respect than you did their CS agent.

P.S. the OP has removed the thread-starter but he quoted a rather abrupt and disrespectful chat to 32red CS, concerning having his new DASH account locked while in play, because he had an old one he self-excluded from and failed to re-open instead. He wanted his deposit back immediately and because he couldn't, closed his chat with a threat to 'expose' Dash to many casino forums.

 

[citizenx]

Don't tell me you got a bonus on the 'new' account too? A SUB you wouldn't be entitled to as a previous account holder......if so what do you expect? If you didn't take the SUB ignore that with my apologies.

No. And for what its worth - I DETEST bonuses. They're a mechanism to screw you out of being able to withdraw if you win. I don't accept them when they're forced on me. In this case it wasn't.

I shut a 32red account once, and they clearly told me to e-mail them AFTER the 6-months was up.

NOBODY told me that at any point, as was shown in the complete email in my earlier post which i've now removed.

You have to ask the casino manager to re-open and state that you are in control and preferably state a deposit limit too. Then he will probably re-open it if he is satisfied you aren't a problem gamer. They do things properly. VPL do this too.

I have no problem with the process, I take exception to NOT being informed. Communication is key. You sit there judging based on your experience, not mine.

48 hours is their standard response time, and they ALWAYS reply in that 48 hours. You state that they told you in May that you would have to request it reopened after 6-months, the 're' is the big clue here - reopen the same account, not a new one which may get an undeserved SUB.

No, that is not what I said and not what they said.

They've done nothing wrong and I guarantee you they will gladly block both accounts and refund your deposit/any cash left provided there is no bonus issue.
I don't see the desperation to have the deposit back now as you could just have easily lost it. I know it's frustrating knowing you can't play and would like to spend it elsewhere now to have some action, but it sounds like the gaming issues regarding your original account closure have not be resolved to be honest.

I wanted to play, I was kicked out without warning or expectation. Hardly a problem from my point of view although i do not rate poor customer service, hence my complaint.

Of course, I should know around here that the fanboys would come out rather than being objective.

And definitely the threat you made to their CS was juvenile and counter-productive. You've carried out your threat here and you didn't account for hundreds of members with years of experience who will put you straight, and will not stand for this sort of nonsense, especially when it concerns a site known to be totally respectable and responsible.

Please! You think a few hacks in a forum concern me? I deleted my comments only because I hadn't waited the requisite time, not because i'm somehow intimidated by people who have had a different experience from me.

Don't shoot yourself in the foot any more, I would PM the 32red rep, apologize for your outburst and hope he treats you with more respect than you did their CS agent.

Be my guest, you send them an apology - when I get one from them, i'll consider it. As it was, i'm not shooting myself in the foot as I want nothing from them other than a refund of my unspent deposit.

P.S. the OP has removed the thread-starter but he quoted a rather abrupt and disrespectful chat to 32red CS

Respect is earned pal, not demanded - by you or anyone else! I deleted my post only because I didn't give them sufficient time to deal with it. I note I still have had no reply.

concerning having his new DASH account locked while in play, because he had an old one he self-excluded from and failed to re-open instead. He wanted his deposit back immediately and because he couldn't, closed his chat with a threat to 'expose' Dash to many casino forums.

Actually, no - but word of mouth is important. Poor service shouldn't be hidden just because you are a big fan. Any sensible business owner will listen to feedback.

That is all I have to say on the matter.



UPDATE:

Thinking about it, here is the email I received when I requested the exclusion.

You will note the areas I have highlighted in bold, specifically the terms "during the period" and that at no point does it explain what will be expected after the period.

My issue, as you seem to find this difficult to accept is simply that - it doesn't tell you what to expect.

I would simply encourage Dash/Red32 to take note and put something explicit in to let a person know what to expect after their exclusion period expires.

I don't think that is unreasonable.

We at 32Red actively subscribe to industry best practice and the desire to provide a truly responsible gaming service. As a company we are committed to following these policies and are supporters of player protection. Whilst we are here to provide a safe and entertaining form of gaming, we are very keen that individuals do not personally suffer through playing at 32Red or any of its associated Casinos and products.

As requested your account has been closed on 15/05/13 and will remain closed for a minimum period of 6 months. Any requests for this account to be re-opened during this period will be declined and during this period of self-exclusion we will not distribute any promotional emails and do all we can to prevent new accounts being opened.

Our Self Exclusion agreement involves a joint commitment from 32Red and yourself and whilst we will take reasonable steps to prevent you opening new accounts during the period of Self Exclusion you must not attempt to re-open your account or any new accounts within the time period specified, this also applies to other casinos within the 32Red group which incorporates Dash, Nedplay and Golden Lounge Casinos.

It is understood that the responsibility remains with the individual to comply with this agreement and that in the unlikely event that an individual does manage to circumvent the system and continue to gamble, or open new accounts then 32Red, its manager(s) and employees will be released from any liability claim.

Please don’t hesitate to contact me if you need any further information on the above or, If you would like to talk over the reason why you have taken the step of Self-Exclusion, you can obtain confidential advice by telephoning the GamCare National Helpline 0845 6000 133 or alternatively you can visit their website at www.GamCare.org

I wish you all the best and please let me know if there is anything we can do to assist further.

 

[Nifty29]

Hey dunover.....are you a forum hack or a fanboy? I just need to know for the Christmas card.

The OP can't even stand by his own words, so I would take whatever spills out of their keyboard with a grain of salt. An ounce of common sense on their part would have prevented this whole issue from happening....the fact that it did happen should tell you something.

Amazing how some people will lower their standards and post in a forum full of hacks and fanboys when they want something, eh?

 

[The Dude]

Of course, I should know around here that the fanboys would come out rather than being objective.

You're acting like a jerk. I'd suggest you knock it off.

 

[citizenx]

They've done nothing wrong and I guarantee you they will gladly block both accounts and refund your deposit/any cash left provided there is no bonus issue.
I don't see the desperation to have the deposit back now as you could just have easily lost it. I know it's frustrating knowing you can't play and would like to spend it elsewhere now to have some action, but it sounds like the gaming issues regarding your original account closure have not be resolved to be honest.

You know what, I hate to say it, but having taken a step back for a bit, you are right.

Have they done anything wrong?

No, not really.

Their communication could have been clearer about what happens after the period but in reality, what happened proved their system works correctly.

I am somewhat frustrated that I'd made a deposit first before being kicked out but it wasn't a huge amount of money so my response was more about me than them, I accept that.

I also agree with the last part of your comment which i've highlighted in bold and I think that was the main source of my response. Those of us who've had issues with gambling in the past know how addictive it can be and how annoying it can be when you can't get "your fix".

That isn't their fault as an organisation or as individual staff and for that, I have to apologise for "kicking off".

My experience of them in the past has been faultless and I let my own frustration with the situation cloud my judgement or at the very least, influence my response. What can I say, I'm human.

 

[citizenx]

You're acting like a jerk. I'd suggest you knock it off.

I agree, and and I apologise.

 

[dunover]

You know what, I hate to say it, but having taken a step back for a bit, you are right.

Have they done anything wrong?

No, not really.

Their communication could have been clearer about what happens after the period but in reality, what happened proved their system works correctly.

I am somewhat frustrated that I'd made a deposit first before being kicked out but it wasn't a huge amount of money so my response was more about me than them, I accept that.

I also agree with the last part of your comment which i've highlighted in bold and I think that was the main source of my response. Those of us who've had issues with gambling in the past know how addictive it can be and how annoying it can be when you can't get "your fix".

That isn't their fault as an organisation or as individual staff and for that, I have to apologise for "kicking off".

My experience of them in the past has been faultless and I let my own frustration with the situation cloud my judgement or at the very least, influence my response. What can I say, I'm human.

We've all been there mate, I am impatient too. They will sort you, is all we're saying.

 

[Mark_32Red (retired acct)]

Hi citizenx,

Firstly I'd like to apologise that you were not happy with the service you received when contacting us. I'd be more than happy to check the status of your query if you drop me a PM - hopefully I can resolve in a timely manner.

With regards to your comments about explaining how to reopen your account, and this is my opinion, I believe it wouldn't be fair on anyone who has requested self exclusion to be given that information. Almost like 'Dear Sir, sorry you have a gambling problem, but please come back in 6 months, say hocus pocus and you can have your account reopened'.

We take responsible gaming very seriously and have strict policies about who (both player and staff) can reopen an account that has been self excluded and when it can be reopened. I expect this may be the cause of your delay, but I can check that for you.

Once again, sorry for any inconvenience.

Regards
Mark

 

[vinylweatherman]

Hi citizenx,

Firstly I'd like to apologise that you were not happy with the service you received when contacting us. I'd be more than happy to check the status of your query if you drop me a PM - hopefully I can resolve in a timely manner.

With regards to your comments about explaining how to reopen your account, and this is my opinion, I believe it wouldn't be fair on anyone who has requested self exclusion to be given that information. Almost like 'Dear Sir, sorry you have a gambling problem, but please come back in 6 months, say hocus pocus and you can have your account reopened'.

We take responsible gaming very seriously and have strict policies about who (both player and staff) can reopen an account that has been self excluded and when it can be reopened. I expect this may be the cause of your delay, but I can check that for you.

Once again, sorry for any inconvenience.

Regards
Mark

This is the problem. The email does specify the start date of the 6 months, so add 6 months and you get the date on which a player can request reopening of the account. Sending a reminder email 6 months later could be taken the wrong way, such as an attempt to lure someone back who has a gambling problem. Those with a real problem do NOT want an invite back to their old ways coming out of the blue when they are well on the road to a new way of life.

The email DOES say that players must also commit to not trying to circumvent the system by making a new account, which the OP ignored.

I presume that after the 6 months, the system does not automatically reopen the old account, hence the OP found the details "didn't work". The OP had the misconception that this had been caused by the complete deletion of the old account, so maybe this could be made clearer in the email, stating that whilst closed, the account itself is not deleted, and the details are stored for a number of years, depending on the policies of the licensing jurisdiction.

I am pretty sure that when trying to log in with the old details where an account is locked, but not deleted, the error message that the software produces does indicate that the problem is a locked account, and to "contact CS". The error when entering details that are not on the system is different.

Maybe something needs to be done to close the short window of opportunity that allows a suspended player to open an account, deposit, and make a few bets, before the back end can run the checks needed to identify the player as one who is "banned" and lock that new account. Something that creates a mandatory delay between registration and the first deposit might work, long enough for internal checks, but not long enough to put players off.