Kudos to 32Red on resolving a Bonus Issue

[Jasminebed]

I was delighted to receive an email gift from 32Red of 100 credits to play on Hitman, one of my favourite games. I contacted CS to clarify terms, and there was only one...play the whole hundred on Hitman, no WR, no max cashout. Sweet!

I also received a rebate for losing my weekend deposit with their VAT bonus of 12 with 30 times playthrough.

Well, I think the chat speaks for itself.

Michael: Thank you for contacting us, Jazzy. My name is Michael, how can I help?
Jazzy: Hi Michael, Jazzy, Acct #XXXXXXXXX
Jazzy: Yesterday you folks were nice enough to send me 100 to play hitman. I checked with support, no WR. I played the 100, just on hitman, and requested a withdrawal. It's back in my account.
Michael: Hi Jazzy
Michael: If you dont mind could you please hold while I check this for you
Jazzy: I was careful to place enough bets: 100 at 45 cents and 100 at 60 cents, which is $105 dollars in play
Michael: Im just checking Jazzy will not be long and will get this sorted for you
Jazzy: thanks. It might be down to the VAT rebate bonus, but I left that in my account to try and play it, but busted out
Michael: Sorry to keep you holding Jazzy just talking to payments regarding this
Michael: Thanks for holding
Michael: Ok the reason that the withdfrawal was reversed is that your weekend cashback bonus was also added shortly after the 100 bonus
Michael: although there was no wagering on the 100, there is a 30 times wagering on the cashback
Michael: and as you went on to play and then cashin the 100 after you strated playing
Michael: it confused the system a little
Michael: however looking at you can withdraw the 100 in your balance as that was clearly the bonus we add with no wagering
Jazzy: true, I did play just a few $$ morethan
Jazzy: exactly 100
Michael: If you process the cashout now we will flush it through now for you
Jazzy: so that $100 is withdrawable now then?
Michael: and payments will process that for you
Michael: Yes Jazzy it is ok now
Michael: can you do that now and let me know when you have done that
Jazzy: Well, it is there looking at me, I might play a little with my coffee
Michael: ok
Jazzy: and I'll come back to chat to request
Michael: so you want to play now
Michael: there is no restrictions on it anyways
Jazzy: why not. I'm sure if it had been in my ewallet this am,I would have made a deposi
Michael: ok just let us know so we can inform payments if you do
Jazzy: thanks Michael for sorting this so quickly for me.
Michael: Your welcome, pleasure to have been of assistance.
Michael: Best of luck in the Casino and enjoy your coffee!
Jazzy: I'll come back to chat when I am ready to cashout

PART TWO:

Michael: Thank you for contacting us, Jazzy. My name is Michael, how can I help?
Jazzy: Hi Michael, Jazzy Acct #XXXXXXXXX again
Michael: Hi Jazzy
Jazzy: I've made a withdrawal request...could you flush it for me? I think it was you I spoke with earlier re: the Hitman freebie and the returned withdrawal?
Michael: If you dont mind could you please hold while I check this for you

Michael: OK NO PROBLEM Jazzy
Michael: soz caps on
Michael: have you made the cashout as of yet Jazzy
Jazzy: yes, just did to my moneybookers
Michael: how much for Jazzy?
Jazzy: left a bit to play on as well
Michael: yes i see your balance is 70.16 good night then?
Jazzy: day...except for the housework remains undone
Jazzy: My withdrawal was for $300
Michael: Thanks for holding Jazzy
Michael: well im sorry about your housework but sure your win made up for that
Michael: that has been flushed for you
Jazzy: thank you michael

Now, when the 100 was returned to my account, I pretty much had it figured that it was the VAT bonus that added a WR. Most casinos have terms about more than one bonus active at a time. And I did play past that 100, and the system denied my cashout.

But they did right by me, especially by offering to flush it for me as soon as I contacted them. I got lucky by playing again, but it could have went south instead.

Thank you 32Red. Your staff are very well trained, polite and efficient. Payments were there to talk to for them, and staff have authority to do things, not every issue needs to wait for a response from some other team. You set a very high standard that I wish all casinos had.

 

[vinylweatherman]

I have just seen a message 32Red sent to affiliates, and it seems from December they will be using the MGS bonus system to make it clearer when there is WR remaining. In this case, you would have been able to spot some "bonus balance", and known in advance the withdrawal would not work.

They may decide to implement the "forfeit" variant though, meaning any remaining bonus will be deducted from the cash-in. This might be worse than just having it reversed back to the account for further play.

 

[Wildfire7]

Well done to 32Red for handling this so effortlessly. There is another thread running here by Marie2473, almost an identical problem to this one, yet that still has not been resolved. Infact in Maries case it should have been easier to sort out as there was only one bonus added during play.

I guess thats the difference between a good casino and a very good casino....they go the extra mile everytime for the player.

Mike

 

[Setsuna]

I have just seen a message 32Red sent to affiliates, and it seems from December they will be using the MGS bonus system to make it clearer when there is WR remaining. In this case, you would have been able to spot some "bonus balance", and known in advance the withdrawal would not work.

They may decide to implement the "forfeit" variant though, meaning any remaining bonus will be deducted from the cash-in. This might be worse than just having it reversed back to the account for further play.

And that means this is the end of the monthly reloads 25xD+B with all games allowed at 100% - as using MGS bonus system also adds weighting

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... unless you're a Club Rouge player.

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I always liked 32Red for the opportunity to play ALL games at 100% in my bonuses ... that's quite an unwelcome change.

 

[Slotster!]

I always liked 32Red for the opportunity to play ALL games at 100% in my bonuses ... that's quite an unwelcome change.

Ok, I'm not going to pretend to understand this - because I dont. Moreover, 32RED have always been nothing other than SPECTACULAR in the way they have just awarded me bonuses on top of my deposits. If I'm absolutely honest - I've never even considered "wagering requirements"... I just play until I get bored and then either bust out or, occasionally, withdraw. I've never, EVER hit an issue with 32RED.

Now, this might just be because I always smash the WR or they just recognise a good customer when they see one; I think it's mainly the former and probably the latter sometimes dunno.

Either way, I hope I don't get my regular bonuses etc added into the 'bonus' balance bit at the bottom - I used to hate that at the other MG's.

There's something cool about the way 32RED just chuck your money in and say "good luck!" - you forget about all the nonsense you get elsewhere online. They are as close as it gets online to a 'real' casino, in the general experience and the way they deal with their customers - I've no reason to imagine that will change in any way.

 

[Flyer187]

Other casinos would have needed to send out a 10-man search party to solve that one - with extra strong magnifying glasses

 

[BubbleG]

I wonder if they will be shutting the doors at Dash casino then? I thought the MGS bonus system was the only difference between the two.

Also I could be wrong but wern't the conditions for the club rouge monthly 25x deposit nd bonus? now its just 30x the bonus amount + 100% of the games.. This sounds pretty good to me.

 

[Tengil]

I wonder if they will be shutting the doors at Dash casino then? I thought the MGS bonus system was the only difference between the two.

Also I could be wrong but wern't the conditions for the club rouge monthly 25x deposit nd bonus? now its just 30x the bonus amount + 100% of the games.. This sounds pretty good to me.

Usually it was 15xD+B for the standard 100%, so exactly the same as 30xB.

Guess the change sucks for non-CR members (isnt like everyone here a member?) and for me as I had a nice "feature" that was disabled with the new cash/bonus balance.