Strange message on 32Red

SueGill

Newbie member
Joined
Nov 11, 2020
Location
Hertfordshire
Hi guys.

I get the pop-up below when I login to my 32Red account.

The message includes an email link but the link points to an email address outside of 32Red (xxx@kindredgroup.com). This made me wonder if it was a scam but live chat say it isn't a scam and that they have reached out to certain players today. That's all the information they would provide. I think I'll hold off on any deposits with 32Red until I know what this is.

Has anyone here had this message?

1614434098272.png

*Edit - I see now that Kindred Group actually owns 32Red (I should have Googled them first!). I'm still in the dark re the message above though.
 
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DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
Why would that be a scam when you logged in and then got the pop up?

kindredgroup.com is the correct website for the group that owns 32red.

Just email them and ask in the email what has changed, maybe add that screenshot too. Let us know what the changes was for you though!
 

SueGill

Newbie member
Joined
Nov 11, 2020
Location
Hertfordshire
I know but I was worried that, somehow, my login details had been compromised or that I had been redirected to a cloned site or something. I'm always wary about scams!

I'll let you guys know what changes were made in due course.
 

Adder

Newbie member
Joined
Nov 14, 2015
Location
United Kingdom
Are you Club Rouge? I've been at that level for years now and when that message appeared for me today, the thing that's changed is I'm now back to Platinum tier and have lost Club Rouge benefits. I've been told it 'should' be temporary while their compliance team look through all the documents they've just requested, (despite them having all these a couple of years ago) and they've also asked for SOW now.

These new regulations are such an invasion of privacy which mostly affects genuine and legal players. We're always being told to protect our personal information and with these new rules, we're expected to give them all away to be stored by one company....
 

SueGill

Newbie member
Joined
Nov 11, 2020
Location
Hertfordshire
Yes, I am Club Rouge, and have been for many years (I've been a member since 2002). Sounds like I'm about to become a Platinum tier member too. They haven't requested any documents yet but I imagine I'll receive a request pretty soon. They obviously know I've already been verified (more than once).

What documents have they requested? Is it just the usual: passport, bank card, proof of address, etc.? You mention SOW but I have no idea what that is.

Thanks for your reply.
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
SOW=Source of Wealth, which is a real intrusive pain in the backside. Basically they will want to know how you fund your gambling so you have to provide wage slips and bank statements or any other proof of where your money comes from.

I jumped through all the hoops for Casumo, despite being in profit at the Casino and they still closed my account. If the team who decide if everything is in order are of the same standard as most Casinos live chat, then God help us. Do these people actually even know what they are doing?

I currently have a Casino asking me for the exact same stuff. despite being over £5,000 in profit from their group. It’s a bleeding joke, they wouldn’t know logic if it smacked them in the face.
 

SueGill

Newbie member
Joined
Nov 11, 2020
Location
Hertfordshire
This is just so ridiculous. I've been a member for almost 19 years and they suddenly decide to ask how I fund my gambling. I fund it in exactly the same way as I fund everything else in life. From my salary. I'm not exactly a high roller!

I'll send what they ask for and if it isn't good enough then I'll just stop using 32Red. I have other memberships.
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
Unfortunately, SOW is flavour of the month right now and you can expect to be asked for it everywhere you play, especially if you live in the UK.

Some Casinos aren’t as intrusive as others which makes me think there is a lack of clarity and understanding in what the Casinos should be asking for but because they are being hit with fines in the millions if found to not be complying properly, this has forced Casinos to go OTT in what they ask for.
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
It is also totally random. I have so far only been asked to provide SoW for 1 casino the which was LeoVegas which I no longer play at. I did provide the documents. Which taken them a very very very long time to process them too. Plus there was mix ups during it too. I think I spoke about them on here in a thread when it happened.

But they verified me without notifying me but I checked in my account and it said it was verified. Then when I deposited after seeing it said it was verified, I then got another email saying the documents was not verified. So I went straight to live chat and they said this is strange. They could not even answer as to why it happened. So they said just send them in again which I obviously had no choice and did do. Then another crazy long wait time ensued. Weeks passed and then finally I got an email saying that they was accepted and approved and fully verified.

During that long wait time though I went to live chat asking why it was taking soo long etc etc and if they could speed it up. They just said they can not speed it up the process takes as long as it takes. It was a total joke to be honest. But Leovegas is a bad casino anyway. Hence why I no longer play there.

But getting back to my point about SoW requests being totally random. It usually only gets triggered when you reach a certain threshold or if for example you increase the amount you deposit. So say you do £20 deposits a few times a day, then started doing £50 deposits a few times a day, that might be enough to trigger them to ask for it. If you stick to the same you always do, same deposit amounts etc etc then you should be ok and might never even get asked for SoW.

I mean casinos obviously do not want to just request documents from every single player all at the same time. As that would obviously jeopardise their income and profit during that time, as basically everyone would be not able to play until the SoW check was completed. Also it would be an overload of workload for the Teams that deal with the SoW verifications too. They would struggle to get them all done in a timely manner.

So that is why I think they set thresholds, and automatic systems then get triggered if a player alters their play pattern or deposit pattern and the system then automatically requests the SoW....
 

deepsky2

One more spin
Joined
Mar 1, 2011
Location
toronto ontario canada
Just got the same message and notice my Club Rouge is gone.. This is bull. First I was Club Rouge when at the time when you got to Club Rouge it said for life and was like that for many years. Then back 3 or 4 years ago when all the changes for the negative happen and my CR was removed I fought with 32Red and Mark threw Casinomeister as at first they denied it said for life but after many emails back and forth and I was able to prove it they reinstated my CR. I wonder if this has anything to with Mark leaving?
I'll close my account if my CR is not reinstated sick of every fing casinos chopping away at players' rewards. It's beyond sickening now. At the end of the day, what are they really gaining from this?
Back a few years plus you did not see that many negative remarks from the forum now it's becoming a bitch feast and greatly so as casinos are doing nothing but knocking their players to the ground.
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
As i understand it under the latest new regulations if you are a VIP at a casino as in club rouge or the top level of what ever scheme a casino offers you will now need to be fully SOW to remain at that level.
 
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elscrabinda

Full Member
PABnoaccred
PABnorogue
Joined
Oct 20, 2004
Location
Oxford
Same here. Poor show to announce this in such a crappy message as you say, and to expect us to email to find out. If it is just a regulatory thing, surely its polite to communicate to us through our usual VIP contacts
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
I currently have a Casino asking me for the exact same stuff. despite being over £5,000 in profit from their group. It’s a bleeding joke, they wouldn’t know logic if it smacked them in the face.

Maybe missing some point here, how does being profit from some casino would mean that SOW can just be skipped? Can casino somehow know that player is using his/her funds only for funding deposit that particular casino group and therefore be sure that these same funds are always redeposited and there are no any other transactions in or out made from that account used for deposits/withdrawals?

If not missing something, would say that being big and possibly quite expensive joke to skip SOW verification for reason that somebody is winning from that particular casino or is almost even or what so ever.
 

SueGill

Newbie member
Joined
Nov 11, 2020
Location
Hertfordshire
Same here. Poor show to announce this in such a crappy message as you say, and to expect us to email to find out. If it is just a regulatory thing, surely its polite to communicate to us through our usual VIP contacts
We've been kicked out of Club Rouge so no VIP contact - I've remained loyal to 32Red since 2002 but, if they're going to mess around with my benefits, I'll just stop playing there.
 

elscrabinda

Full Member
PABnoaccred
PABnorogue
Joined
Oct 20, 2004
Location
Oxford
My point being that if we've been kicked out due to them not liking us any more/not playing enough/etc, then its rude, but maybe thats how it works. If its purely a regulatory issue and they would still like us as valued customers, then it is bizarre that they don't reach out through our established relationships to clear up whatever the issue is. Either way, instructing us to email them rather than the other way round, is odd
 

deepsky2

One more spin
Joined
Mar 1, 2011
Location
toronto ontario canada
I'll be following Mark to BGO. 32Red will be a thing of the past to me if my Club Rouge is permanently gone. Who needs this crap? Besides 32Red is not what it was. 32Red is just an average casino. Just a piss poor way to communicate to their loyal players. I guess we're not valued anymore.
 

SueGill

Newbie member
Joined
Nov 11, 2020
Location
Hertfordshire
I'll be following Mark to BGO. 32Red will be a thing of the past to me if my Club Rouge is permanently gone. Who needs this crap? Besides 32Red is not what it was. 32Red is just an average casino. Just a piss poor way to communicate to their loyal players. I guess we're not valued anymore.
I agree. I can't quite believe that a casino has the cheek to instruct players (VIP or otherwise) to email them to find out what changes they've made to our accounts. If they're making changes to our accounts, they should at least have the decency to contact us in the usual manner.

I've stuck with 32Red for years, more out of habit than anything else, but it's certainly not the best casino out there these days. I'm still waiting for them to request whatever it is that they want from me but if it's more trouble than it's worth I'll just spend my money elsewhere.

At the moment, I quite like All British Casino. The verification process was hassle-free and payouts are processed quickly.
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
I'll be following Mark to BGO. 32Red will be a thing of the past to me if my Club Rouge is permanently gone. Who needs this crap? Besides 32Red is not what it was. 32Red is just an average casino. Just a piss poor way to communicate to their loyal players. I guess we're not valued anymore.

Well PM the new rep for 32red then? @Rob_32Red :)
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
Maybe missing some point here, how does being profit from some casino would mean that SOW can just be skipped? Can casino somehow know that player is using his/her funds only for funding deposit that particular casino group and therefore be sure that these same funds are always redeposited and there are no any other transactions in or out made from that account used for deposits/withdrawals?

If not missing something, would say that being big and possibly quite expensive joke to skip SOW verification for reason that somebody is winning from that particular casino or is almost even or what so ever.
No, what I am saying is that I provided all the documents and bank statements to prove where my money comes from and was in profit with the Casino and they STILL closed my account. :confused:

P.S. If Casinos have to do this to prove the money is clean, then how can any governing body justify letting anyone deposit 10k before a mandatory check.

Surely it’s a bit late by then as anybody who had used illegitimate funds just wouldn’t bother completing SOW and move to another Casino and so on making it easily possible to deposit 100k without being checked. Huge loophole that’s been overlooked by these people, all for cleaning things up.:rolleyes:
 
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deepsky2

One more spin
Joined
Mar 1, 2011
Location
toronto ontario canada
I have requested my account to be closed as they want sensitive bank info SOW. I'm in Canada why would I send private info to another part of the world when it's not required for us to do so here.
RIP 32RED 12 years of loyalty gone in a flash.
What peeves me the most is how they went about it. A pop-up to email them about changes what is this industry coming to. It's disgusting period.
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
I have requested my account to be closed as they want sensitive bank info SOW. I'm in Canada why would I send private info to another part of the world when it's not required for us to do so here.
RIP 32RED 12 years of loyalty gone in a flash.
What peeves me the most is how they went about it. A pop-up to email them about changes what is this industry coming to. It's disgusting period.
Indeed ... a pop up that simply said e mail us , with no other info. Putting the onus on the customer to find out what 32 red had done. Really not good.
 

Rob_32Red

Accredited Casino Representative
Joined
Feb 15, 2021
Location
Gibraltar
Hi All, Appreciate the comments and can only apologise for any inconvenience caused and my delay responding.

As a business we were obliged from a regulatory perspective to review our entire Club Rouge membership. Each member has to be reviewed on a case by case basis due to the differing requirements needed to satisfy our regulatory obligations.

Schemes like Club Rouge exist so we can properly reward our most loyal players which I’m sure you guys are and have been. However for membership of these kind of schemes the threshold of documentation we need is higher. Reading some of the comments that is clearly understood and experienced elsewhere.

This does not mean you cannot be part of Club Rouge any longer, we want you to be. It means there are gaps identified in what we have versus what we need. If you do want to be part of Club Rouge I would encourage you to make contact either via the normal channels or via the email address provided (in the case of a Kindredgroup email address, this will be for a personal account manager to directly manage what’s required).

Apologies for the experience, it could probably have been better and the feedback has been take onboard.

Rob
 

geordiecolin

Meister Member
PABnononaccred
CAG
mm4
Joined
Jun 5, 2015
Location
Near Newcastle
Hi All, Appreciate the comments and can only apologise for any inconvenience caused and my delay responding.

As a business we were obliged from a regulatory perspective to review our entire Club Rouge membership. Each member has to be reviewed on a case by case basis due to the differing requirements needed to satisfy our regulatory obligations.

Schemes like Club Rouge exist so we can properly reward our most loyal players which I’m sure you guys are and have been. However for membership of these kind of schemes the threshold of documentation we need is higher. Reading some of the comments that is clearly understood and experienced elsewhere.

This does not mean you cannot be part of Club Rouge any longer, we want you to be. It means there are gaps identified in what we have versus what we need. If you do want to be part of Club Rouge I would encourage you to make contact either via the normal channels or via the email address provided (in the case of a Kindredgroup email address, this will be for a personal account manager to directly manage what’s required).

Apologies for the experience, it could probably have been better and the feedback has been take onboard.

Rob
Hi Rob. I deposited in 32Red a few days ago and for 2 days I tried to play your slots and I was unable too. I deleted cookies,cache and tried incognito mode. Tried other browsers. I ended up playing a slot that did work simply to avoid the deposit then withdraw issues.
Can you specifically deal the the new PoP game please?
 
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