Help!! Historic complaint 32red

Ss8499

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Nov 22, 2020
Location
Manchester
My first post so please me kind. I currently in the process of complaining to 32red regarding their failure to exclude my account despite various requests in 2015 and 2016. I should probably add I did complain at the time but gave up as had other issues going on. Their treatment however still makes me angry and yet still they refuse to acknowledge any wrong doing and refuse to apologise.
I first requested to self -exclude in 2015 and explained I had a gambling problem. To which they sent my a form to print, scan and sent back to them. I couldn’t do this as I didn’t have a printer. This happened again on a further occasion again they sent a form.
Being a problem gambler I of course tried to deposit again. I was able to.
Then in April 16 I again attempted again this time emailing their support address and explaining I had a problem and begging them to stop letting me deposit. At this point the whole ‘form’ requirement was scrapped by 32red. In this SAME week they unfortunately changed their email Suppoer address and the one I’d emailed was apparently unmonitored. So they are arguing they did not receive this. I obviously still have proof of sending.
I again went on to deposit more until finally later in the year I was able to exclude.

Surely 32red had a duty from the point in 2015 they were aware I had a gambling problem ?
I am getting nowhere with their useless complaints system and they are denying wrongdoingI’ve reported to GC.

is there anything else I can do ? I feel their treatment was so predatoryto someone who just wanted desperately to stop. is there anything else I can do would I have success in the small claims court ? I
 

Ss8499

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Joined
Nov 22, 2020
Location
Manchester
No reply from Mark I see. I have received a further response from 32red who are still not accepting any wrong doing. I am liaising with the GC.
I feel it’s totally wrong they let me continue to deposit when they were aware I had a problem. Totally breaching LCCP guidelines :-

Gambling firms therefore have an obligation outside of the self-exclusion option; they have a positive duty to correctly identity those customers at risk and take steps to prevent further bets being place, for example by suspending the customers account’.

‘The Licence Conditions and Codes of Practice (LCCP) require gambling companies to effectively identify customers whose behaviour may indicate that they are at risk of harm from gambling’.

Why do gambling companies seem to be completely immune from investigations re social responsibility. I intend to take this further. Hope that GC agree their conduct was poor.
 

colinsunderland

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webmeister
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uk
No reply from Mark I see. I have received a further response from 32red who are still not accepting any wrong doing. I am liaising with the GC.
I feel it’s totally wrong they let me continue to deposit when they were aware I had a problem. Totally breaching LCCP guidelines :-

Gambling firms therefore have an obligation outside of the self-exclusion option; they have a positive duty to correctly identity those customers at risk and take steps to prevent further bets being place, for example by suspending the customers account’.

‘The Licence Conditions and Codes of Practice (LCCP) require gambling companies to effectively identify customers whose behaviour may indicate that they are at risk of harm from gambling’.

Why do gambling companies seem to be completely immune from investigations re social responsibility. I intend to take this further. Hope that GC agree their conduct was poor.
Not commenting on what's happened here, but are those extracts from the LCCP the ones that were in force in 2015-2016

You might find some answers to some of your questions if you search back a few years on here when 32red were strongly criticised for their RG policies, and the subsequent penalty they got from the UKGC
 

Ss8499

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Joined
Nov 22, 2020
Location
Manchester
The problem I have is ADRs are not accepting complaints re exclusion and are referring me to GC. I have messaged GC and will speak to them on the phone tomorrow.
Am I correct in thinking if GC confirm 32red were in breach then ADRs will look at my complaint?
I’m tempted to just issue as Small claims court as costs are low and my sister is a Grade A solicitor who will be able to draft Particulars of Claim etc.
Will certainly re-check the forums though.
 

Slottery

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PABnoaccred
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If you really look to get your deposits refunded since 2015, i would wrote to Santa Claus but wouldn't have too high hopes. You can of course go to small claim court but you don't really seem to have much to claim and would bet you not to win there if odds would be evens.
 

Ss8499

Newbie member
Joined
Nov 22, 2020
Location
Manchester
I think you are misunderstanding my complaint it would only be 1 years deposits I would be wanting back as account was closed in 2016. I have not continued depositing there.
So you feel that me saying I had a gambling problem to a casino is not enough for them to suspend or close an account ?
 

Ss8499

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Nov 22, 2020
Location
Manchester
Because I felt my treatment was unfair at the time and complained at the time but at the time for other reasons didn’t have the time to follow it up. Recent changes in the industry In relation to responsible gambling almost serve to confirm that this is not how you should be treated, when you’ve reached out to a casino repeatedly telling them your gambling was out of control.

Why should they get away with what I feel was taking advantage? The time scale is irrelevant really I feel their conduct was predatory and they should be held to account for it.
 

colinsunderland

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Because I felt my treatment was unfair at the time and complained at the time but at the time for other reasons didn’t have the time to follow it up. Recent changes in the industry In relation to responsible gambling almost serve to confirm that this is not how you should be treated, when you’ve reached out to a casino repeatedly telling them your gambling was out of control.

Why should they get away with what I feel was taking advantage? The time scale is irrelevant really I feel their conduct was predatory and they should be held to account for it.
Thats as maybe, but its 4, maybe close to 6 years later now. While you might have had other stuff going on, I do feel 4 years is a bit long to wait. If you complained at the time, then you should have a final response from them, and your only option will be go to the UKGC, but I'll be honest, I wouldn't spend much more time than maybe an email/phone call, as I doubt you will get anywhere.
You have to go from the legislation in force at the time, not recent changes. Since then, they have been taken over by Kindred and policies have changed. I think you will need a lot of luck to get anywhere.
 

Ss8499

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Nov 22, 2020
Location
Manchester
The guidelines in force at the time were breached. I did not get as far as a final response at that time. The fact that it’s years later Is irrelevant I was in the midst of gambling addition at that time and look at it with more of a clear head now.

Whilst I appreciate you may not feel it’s any use I wish to proceed with it and will see what the GC says before I take further action . There is a limitation of 6 years for legal proceedings which given the dates of my emails I’m well within.
 

colinsunderland

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Well good luck, I'm not trying to put you off, I just think you have to think about if the effort involved is worth it. How much money is involved if you don't mind my asking? Legally it shouldn't make a difference, but if its £50 I wouldn't waste my time, if its £50000 I would.
Have you requested a SAR from them? That would be my starting point.
As I say, there are a LOT of threads from around that time about their SE policies, it might be worth reading some of them to get a better idea of what was happening then, for example

32Red Allowed me to gamble after asking for self exclusion.

Roxy Palace (under 32Red) refused to self exclude me

RoxyPalace / 32Red Self Exclusion Issue
 

colinsunderland

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Also, this was the penalty they got

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This part in particular would tie in with what you're saying


It was revealed that during that time there were at least 22 incidents which indicated the customer was a problem gambler - but instead of checking if they needed help, 32Red gave them free bonuses.

Indications of harm included admissions to 32Red staff that they had spent too much, displaying frustration and chasing losses.
 

Ss8499

Newbie member
Joined
Nov 22, 2020
Location
Manchester
It’s thousands but to be honest but it’s more the mistreatment that gets me. Yeah I put in SAR request in which they’ve acknowledged so just have to wait up to a month for all the information. Il have a read! And I realise it’s a battle but one I’m willing to take on.
 

Ss8499

Newbie member
Joined
Nov 22, 2020
Location
Manchester
Also, this was the penalty they got

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This part in particular would tie in with what you're saying


It was revealed that during that time there were at least 22 incidents which indicated the customer was a problem gambler - but instead of checking if they needed help, 32Red gave them free bonuses.

Indications of harm included admissions to 32Red staff that they had spent too much, displaying frustration and chasing losses.


Exactly what happened with me I remember almost begging them to at one point as I was so out of control. I tried so many times.
 

colinsunderland

Experienced Member
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Jan 28, 2016
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It’s thousands but to be honest but it’s more the mistreatment that gets me. Yeah I put in SAR request in which they’ve acknowledged so just have to wait up to a month for all the information. Il have a read! And I realise it’s a battle but one I’m willing to take on.
What did you ask for?
I would be asking for
Copy of all correspondence to include : emails, live chat transcripts, any notes made during/after telephone interaction (assuming there was any phone calls)
Copy of all manual notes made on your account from opening.
List of transactions since account opening, to include deposits and withdrawals, net profit/loss of the account, full gaming history is not required.
 
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