Hi all,
Just wanted to post to illustrate how well 32Red dealt with a problem that looked impossible to deal with.
I'd logged in, played off 17 pence to zero out my balance, and deposited 50 to get the spin the wheel bonus of the day (deposit 50 get 100).
Weirdly the deposit went into my bonus account, instead of cash account and I couldn't claim the bonus. Contacted support -
You are now chatting with Paul
Paul: Hi Matthew xxxxx, how can I help?
Me: Hi Paul,weird one here, sorry about this. I deposited 50 to claim today's deposit 50 get 100 promo. For some reason my deposit has gone into my bonus balance!
Paul: I will have a look for you
Me: Thanks Paul
Paul: the reason for this is because you still have bets in play from your last bonus
Paul: on Double joker
Paul: and wheel of wealth
Me: Double joker? What kind of game is that? I haven't played wheel of wealth for ages. I've certainly made many deposits since
Me: Nothing incomplete on wheel of wealth
Me: Come to think of it my deposit should go into my cash balance regardless
Paul: 0.75 on WOW and 2.00 on Double Joker level up poker
Me: You got the wrong guy Paul, nothing on either of them
Me: Honest to god
Paul: this is what is showing on your account it cannot be wrong
Paul: you will need to complete these
Paul: otherwise the playthrough will remain
Me: Paul, there are no incomplete games on either of those games. I just opened them. I don't think I've ever played power up video poker in my life. My last deposit was at the weekend and when I logged in tonight i ran down my balance (to zero) from 17p on alley cats before i deposited 50
Me: During my last deposit and bonus I most certainly did not play WOW or the video poker.
Paul: just trying to go through your recent game play
Me: Ok cheers Paul.
Me: I hope you'll bear with me a sec, I have to answer the phone
Paul: no probs
Me: Thanks a;; done
Me: all
Me: Typing in the dark.
Paul: yes, I cannot locate any play on those games
Paul: seems odd :-(
Me: Sure does
Paul: just bear with me and I will try to amend
Me: Take you time Paul, these things happen.
Paul: ok, I have fixed that for you, would you like me to add bonus
Me: That would be great, cheers
Paul: Today's Spin the Wheel bonus has been added, please refer to the t&c's!
Paul: thanks for your patience, sorry bout that
Me: Great thank again, Paul.This is why 32Red and Dash has their fantastic rep.
Paul:
Me: Hope you have a good night.
Paul: good luck in the casino!!
Me: Night
So despite having the evidence on his system I had unfinished games, he checked my play history and found this wasn't possible.
If this happened at another group, you can rest assured there would of been a 2 week long inquiry of tedium. The whole issue was sorted within 5 minutes and I received my cash balance and bonus.
Great stuff as usual 32Red, why do we ever play elsewhere?
Just wanted to post to illustrate how well 32Red dealt with a problem that looked impossible to deal with.
I'd logged in, played off 17 pence to zero out my balance, and deposited 50 to get the spin the wheel bonus of the day (deposit 50 get 100).
Weirdly the deposit went into my bonus account, instead of cash account and I couldn't claim the bonus. Contacted support -
You are now chatting with Paul
Paul: Hi Matthew xxxxx, how can I help?
Me: Hi Paul,weird one here, sorry about this. I deposited 50 to claim today's deposit 50 get 100 promo. For some reason my deposit has gone into my bonus balance!
Paul: I will have a look for you
Me: Thanks Paul
Paul: the reason for this is because you still have bets in play from your last bonus
Paul: on Double joker
Paul: and wheel of wealth
Me: Double joker? What kind of game is that? I haven't played wheel of wealth for ages. I've certainly made many deposits since
Me: Nothing incomplete on wheel of wealth
Me: Come to think of it my deposit should go into my cash balance regardless
Paul: 0.75 on WOW and 2.00 on Double Joker level up poker
Me: You got the wrong guy Paul, nothing on either of them
Me: Honest to god
Paul: this is what is showing on your account it cannot be wrong
Paul: you will need to complete these
Paul: otherwise the playthrough will remain
Me: Paul, there are no incomplete games on either of those games. I just opened them. I don't think I've ever played power up video poker in my life. My last deposit was at the weekend and when I logged in tonight i ran down my balance (to zero) from 17p on alley cats before i deposited 50
Me: During my last deposit and bonus I most certainly did not play WOW or the video poker.
Paul: just trying to go through your recent game play
Me: Ok cheers Paul.
Me: I hope you'll bear with me a sec, I have to answer the phone
Paul: no probs
Me: Thanks a;; done
Me: all
Me: Typing in the dark.
Paul: yes, I cannot locate any play on those games
Paul: seems odd :-(
Me: Sure does
Paul: just bear with me and I will try to amend
Me: Take you time Paul, these things happen.
Paul: ok, I have fixed that for you, would you like me to add bonus
Me: That would be great, cheers
Paul: Today's Spin the Wheel bonus has been added, please refer to the t&c's!
Paul: thanks for your patience, sorry bout that
Me: Great thank again, Paul.This is why 32Red and Dash has their fantastic rep.
Paul:
Me: Hope you have a good night.
Paul: good luck in the casino!!
Me: Night
So despite having the evidence on his system I had unfinished games, he checked my play history and found this wasn't possible.
If this happened at another group, you can rest assured there would of been a 2 week long inquiry of tedium. The whole issue was sorted within 5 minutes and I received my cash balance and bonus.
Great stuff as usual 32Red, why do we ever play elsewhere?