All,
I am soliciting feedback on this forum as I would like 32Red to receive viewpoints from the gaming member community on this complaint.
Despite numerous platform glitches and disconnections (particularly in higher bets) on Live Casino Blackjack, I have been a loyal VIP Rouge player on 32Red for 8 months and deposited around £65k over this time which I am willing to accept as a loss. However, I am requesting a settlement for £6k which is in effect due to an error by 32Red for accepting my deposits while I was on holiday in Belgium last weekend. I was unaware that 32Red is not a licensed gambling operator in Belgium at the time of making my deposits and feel that appropriate blocks should have been put in place to prevent me from making any deposits.
I am frustrated by the bureaucracy at 32Red and amazed at their slow response. Their unwillingness to admit their error calls into much larger questions around overall integrity.
A brief summary is provided below:
1) On multiple instances from beginning to start of play, I was unable to access Microgaming software for online casino licensed by 32Red as it is restricted in Belgium. This is because 32Red does not have a License A to operate as a regulated online casino provider in Belgium. Player logs and screen shots I have maintained clearly evidence that when I tried to access online casino games to play for money I was blocked, and that my gameplay was restricted to Live Casino.
2) 32Red licenses Evolution Gaming software for live casino in the UK, however 32Red is not one of the official license holders that Evolution Gaming uses for the regulated provision of live casino in Belgium. Consequently, under no circumstances, should 32Red have accepted these transactions in Belgium. Separately, I have also noted that one of 32Red's domains, www.32redbingo.com, has been black-listed by the Belgian Gaming Commission since 2012.
3) I have retained copies of a live chat for my records where I flagged this as a concern to 32Red. The agent says my last gameplay recorded was in Germany...a few minutes later the agent changes her mind to say it is a UK IP address. She then changes her mind once again to say I started with a Belgian IP, then unknown IP and then a UK IP.
I have provided copies of my hotel invoice and travel plans clearly demonstrating that I was in Belgium and not in the UK on the evening and for the entire weekend that this happened.
As 32Red was able to prevent me from gaining access to Microgaming online casino on numerous occasions throughout my game play in Belgium, the real error is at 32Red's end as I should never have had access to Evolution Live Casino via 32Red and been able to make real money bets while in Belgium.
Consequently, I insist that my deposits are refunded immediately as this is a contravention of the Belgian Gaming Commission.
Hopefully this post will now call 32Red to action.
Thanks,
Phoenix81
I am soliciting feedback on this forum as I would like 32Red to receive viewpoints from the gaming member community on this complaint.
Despite numerous platform glitches and disconnections (particularly in higher bets) on Live Casino Blackjack, I have been a loyal VIP Rouge player on 32Red for 8 months and deposited around £65k over this time which I am willing to accept as a loss. However, I am requesting a settlement for £6k which is in effect due to an error by 32Red for accepting my deposits while I was on holiday in Belgium last weekend. I was unaware that 32Red is not a licensed gambling operator in Belgium at the time of making my deposits and feel that appropriate blocks should have been put in place to prevent me from making any deposits.
I am frustrated by the bureaucracy at 32Red and amazed at their slow response. Their unwillingness to admit their error calls into much larger questions around overall integrity.
A brief summary is provided below:
1) On multiple instances from beginning to start of play, I was unable to access Microgaming software for online casino licensed by 32Red as it is restricted in Belgium. This is because 32Red does not have a License A to operate as a regulated online casino provider in Belgium. Player logs and screen shots I have maintained clearly evidence that when I tried to access online casino games to play for money I was blocked, and that my gameplay was restricted to Live Casino.
2) 32Red licenses Evolution Gaming software for live casino in the UK, however 32Red is not one of the official license holders that Evolution Gaming uses for the regulated provision of live casino in Belgium. Consequently, under no circumstances, should 32Red have accepted these transactions in Belgium. Separately, I have also noted that one of 32Red's domains, www.32redbingo.com, has been black-listed by the Belgian Gaming Commission since 2012.
3) I have retained copies of a live chat for my records where I flagged this as a concern to 32Red. The agent says my last gameplay recorded was in Germany...a few minutes later the agent changes her mind to say it is a UK IP address. She then changes her mind once again to say I started with a Belgian IP, then unknown IP and then a UK IP.
I have provided copies of my hotel invoice and travel plans clearly demonstrating that I was in Belgium and not in the UK on the evening and for the entire weekend that this happened.
As 32Red was able to prevent me from gaining access to Microgaming online casino on numerous occasions throughout my game play in Belgium, the real error is at 32Red's end as I should never have had access to Evolution Live Casino via 32Red and been able to make real money bets while in Belgium.
Consequently, I insist that my deposits are refunded immediately as this is a contravention of the Belgian Gaming Commission.
Hopefully this post will now call 32Red to action.
Thanks,
Phoenix81