32Red— player complaints: 25 in English

Player's account is blocked, funds are delayed. [Account] — waiting

Player is facing withdrawal delays. [Withdrawal] — unresolved

Player's account is locked with delayed withdrawals. [Withdrawal] — no_react_reg_good

The issue that I have experienced was: I have met my deposit limits couple of times, despite depositing such a high amount. 32 red have failed to reach out to see if I had an issue gambling or if this was affordable up until now and only after uploading my payslips they decided this was unaffordable. They have never asked me for bank statements or payslips and have advised they used transunion had they used this they would see I have a number of debts so my gambling amounts were definitely not affordable. I also advised 32 red that I had been using a 3rd party card which I had full authorisation for but not once they have asked for proof of my payment methods since opening my account. The 3rd party is also registered with gamstop but this was not picked up on This meant that I feel very depressed that this has happened and feel that if any help was given I couldn't of taken some what more care in my gambling amounts with 32 red. I am very behind with my bills and feel that 32 red only asked about my affordability due to my limits being met, if I had not of reached my limits, my affordability would of never been questioned Apology and refund my deposits with some advise on whi to go to for help with my problem. I am willing to go to court if this is what it takes as I feel since opening my account not once did 32 red reach out about helping me with my issue and given how many times I timed myself out this should of been a red flag that I obviously had an issue

Firstly was accused of foul play and fraud so I proved against that. Then accused me of breaching the terms of using a 3rd party card which is a lie I showed them proof the card was solely under my name but as my daughter is my power of attorney she is named on the wallet also. So they think I've breached when I haven't. They obviously don't care for mental health and freeze winnings and lie to get out of paying

Hi, I am going back a few years ago but believe that decisions and rulings since this issue suggest acceptance of wrong doing and therefore my complaint is still relevant. I was previously a member of 32red casino and had a gambling issue. I requested self exclusion and was provided with a form to complete to activate it. I did not have a printer and soley used mobile devices to play so was unable to complete this step for self exclusion. I relied that I did not have a printer and specifically requested self exclusion be completed. Despite this the self exclusion was effectively refused and I was able to continue to play on the site and sister sites. I requested refunds of deposits since the exclusion request but they were refused as they stated the completion of the form was allowed as an “additional step” to automated self exclusion. Clearly it was not and 32red have since had penalties for poor responsible gaming practices and have also refunded a complainant for the same thing on these very forums. I have reactivated the complaint and have requested a SAR on advice of UKGC for any future complaint to them or potential legal action. I would obviously like to resolve this amicably and as soon as possible. Could you please see if you are able to assist? I have since registered with Gamstop etc.

I asked for my account to be closed on the 07/07/22 via email and did not receive a response. I then contacted them again through resolver explaining my gambling problem and how it is affecting me. To which they replied saying they will permenantly close my account. They have not done this and therefore keep feeding money back in. I have tried my best to stop gambling and tried to put the barrier in the way and they have failed to hold up their end.

My account got blocked a few years ago, got asked recently to provide details of the account to reactivate, iv provided all the details necessary, but every time I ask for any information they say it's not long now, it's been over 2 months now.

Hello, I’m [EDIT] and writing this formal letter to 32Red Casino regarding self exclude complaint, which was not followed from your company on my request. I have emailed many times to you guys to self exclude my self from gambling, and you did not just didn’t follow my rights, but kept offering bonuses which I took and after that I deposited much more money that I can’t afford. So to this result I have lost all my savings To your company (which should have been stopped when I asked to self exclude from your site) and you didn’t follow, as your Terms and Conditions states, you should follow immediately if customer wants to self exclude himself. I am asking for full refunds of my deposited transactions between opening account and closing to this day. Also I have played many NetEnt slots which is should be restricted as I am register account UK holder. Looking forward to your reply. Kind regards,

As a breif description, was seeing if i had a legitimate case, i was self excluded from UNI bet before the merge with 32 red, however surely my email and my name address that was all the same should of come up in there system? Also i have gambling blocks on both barclays and also my revolut account. However problem gamblers look for ways to gamble and they have a payment system that doesnt go through as a gambling transaction with a klarna payment? Is this not unfair and just taking advantage of people who want to gamble and hide this?

Good day! I am a player at 32red casino. Despite the fact that I did not violate the rules, I had a disagreement with the casino, for the resolution of which I need your help. I would be very grateful if you try to help me. I'll tell you about my situation. On August 12, at the casino's request, I sent the following personal documents: a foreign passport, a bank statement, a screenshot of my Neteller profile. On August 15, I received a letter that the casino could not confirm my account and it was decided to close it and cancel the winnings. I want to note that I have not received any messages about the need to provide additional documents. I was also not informed that the documents provided do not meet the requirements of the casino. On August 16, I sent a letter to the casino asking them to explain my behavior and explain the reason for blocking my account. But I never received an answer to the letter. I believe that the casino is unlawfully using its dominant position to block my account. As I understand, after reviewing the Terms and Conditions, the actions of the casino to withhold my winnings are legal only if I violated the terms and conditions. But the casino refuses to report which clause of the Terms and Conditions I violated and to provide evidence of my violation. I hope you'll give me a hand.

Good afternoon! Please help me resolve my dispute with 32red Casino. On August 03, I received a request from the casino to provide documents. On the same day I sent to the casino: driver's license and bank statement. On August 05, I could not log into my account due to its blocking. My payment wallet received funds in the amount of my deposit, but the casino refuses to pay out the winnings of $ 132.5. I have repeatedly contacted the casino with a request to clarify the reason for blocking and confiscation of winnings, but the casino does not provide any information referring to a "business decision", it also indicates clause 12 of the Terms and Conditions. I have studied this point in detail, it says that the casino has the right to block the account and keep the winnings, but only in case of violations on my part. I, in turn, did not violate anything. I will be very grateful to you if we jointly manage to return my winnings.

I have a gambling problem which recently spiralled out of control and lost thousands in the space of hours through 32 red. I also used credit trying to win money back. 32red did not contact me or offer any limits or warnings while i was depositing or gambling. I contacted them on numerous occations through email and live chat to say i had a problem but they refused to help. I am now also a member of gamstop and have explained this but they still offered no help. Surely they should have more in place to monitor players who are at risk. I had noone contact me no limits infact they where offering bonuses and lightning leaderboards to encourage gambling more.

I was a problem gambler and historically played regularly at 32red. Of all the casinos I played at I feel this was the most predatory. I realised my problem and in May 2015 advised 32red of my gambling problem and requested urgent self-exclusion. They requested a fill in a form and scan over (a hurdle to exclusion ) I did not have access to a scanner and printer . I then later when on to Request exclusion numerous times. In 2016 I emailed again stating I never wanted access to the site again as I had a terrible Gambling problem, basically begging they stop giving me access . I emailed the support address I had always used, at that time. Unfortunately this coincided with 32 red saying that they no longer used this Email . I had never informed the support email wasn’t used. They let me spend thousands For over a year knowing I had a significant Gambling problem. I have proof :- 1. 32 red acknowledging I advised them of my problem in early 2015 2. Email requesting they shut my account which was ignored I continued to be able to deposit I have tried 32red complaints procedure but they accept no fault.

I have held an account with 32 Red for 6 weeks I have deposited over £12k in this time and withdrawn 10k. I have played many casino games and placed a lot of sports bets. Yesterday without any notification my account was blocked. I contacted them and they said they are reviewing my account. In this 6 weeks they have asked for no identification, proof of address, proof of funds etc deposit me offering these on live chat on two occasions. I simply now want to withdraw my £264 and wait until the other bet settles win or lose. I have a feeling this has been done to prevent me cashing out the big bet. Any help would be greatly appreciated. Thank You

Dear Sir / Madam, I am writing to you to raise an issue about: Gambling The issue that I have experienced was: I am writing to you to raise an issue about: Gambing The issue that I have experienced was: wish to make a complaint about 32 red casino who are run and licenced kindred group . I have a self exclusion under unibet who are also licenced by kindred group. I have been allowed to deposit 100 pounds with 32 red. Surely this should not have been permitted. I have asked for a refund and explained that they have violated terms and conditions of the responsible gambling act but declined. They failed to understand the seriousness and implications of my complaint as allowing players with a self exclusions with the same licence as another casino can compromise there UK licence as it did for the group cassava who had to refund all players who deposited with a self exclusion in place. I hope you can assist me and take further action for me. I have also sent emails to kindred group but have had no reply. I have also called them on there customer helpline but no answers as the line doesn't connect. All I've asked for is the money back I should not have been able to deposit. If you need any more information or assistance please don't hesitate to ask It occurred on: 3/10/2018 yes full refund I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account. Yours faithfully, [EDIT] Account number [EDIT]

I opened the account and received £10 free spins with a wager of ×50 I done that and ended up with £400.40 and tryed to withdrawal and they took it off me saying there was a linked account. I have never had an account before but they wernt listening to me and they have removed the funds from my account

I had an account with 32 Red. During my time with 32 Red, I have used four different types of deposit methods including two types of debit cards, Pay-Pal and Moneybookers. According to their records I have deposited £25,068.80 in total, withdrawn £13,372.09 in total with a total loss of £11,696.71. Between November 2013 to November 2014, I only deposited £50 on my account. From November 2014 to October 2018 I used the account more regularly with total deposits for a particular month varying being between £70 (December 2015) and £4,680.90 (May 2018). These deposits happened over a short period of time and in multiples of 100 of pounds. Further to this, my total casino play varied between £2.40 income/ £0.55 payouts (February 2017) and £58,068.10 income/ £60,394.56 payouts (January 2018). During my time with 32 Red, I developed into a problem gambler which I am now receiving treatment for. During my time with 32 Red, I can confirm that I displayed the following tell-tale signs of a problem gambler: * I had multiple deposit options registered (including both debit card and Paypal). * I cancelled several pending withdrawals and spent these. * I have closed and opened my account more than once. * I demanded bonuses and threatened to close my account more than once with the mention of my large deposits and money spent along with me threatening to move to another provider. * I deposited a large amount of money in a short space of time, during this year alone between January and October (2018) - £15,000 with no affordability checks done on my account or myself. * I made several large amount repetitive deposits, some on the same day, in effect trying to chase losses. * I deposited large amounts of money on a monthly basis for example, over £4000 in May 2018 and over £3000 in January 2018. * I have played online for long periods of time, without breaks. * I showed general binge gambling and problem behaviour. During this treatment and after reading various documents and consulting with the Gambling Commission, I can confirm that on reflection I believe that 32 Red failed to identify my problem behaviour, prevent it or even interact with me whilst sending me promotional material to encourage my behaviour. On threatening account closure, they offered me bonuses to stay instead of trying to identify I was wanting to leave because I had a problem with my gambling. Further to this, there was no check to see where the money I was gambling with came from - It should be noted that some of these total monthly deposits were at times up to three times my monthly pay. Further to the above concerns I raised with 32 Red, I was also disappointed in their initial interaction with myself following a request I made to them to provide me with evidence of my gambling behaviour when it was refused as an excessive request. Only when I mentioned a SAR and complaining to the Information Commissioners Office did 32 Red provide me with some of the details I requested. In general I have found 32 Red to be evasive and not very good at responding to some of the questions/ points I have put to them via email. My internal 32 Red complaint reference number was [EDIT]. I can confirm that I exhausted 32 Red internal procedure. I can provide you with the following evidence in relation to both my activity and interaction with 32 Red if/ when required: 1) 32 Red Complaint Document. 2) Copy of email conversations with regards to my internal complaint between 32 red and myself. 3) Copy of my 32 red Customer Personal Data Report. 4) Copy of bonuses and chats between 32 Red and myself. 5) Bank statements covering my deposits on two example months (January and May 2018)

32red sports. Username [EDIT]. [EDIT]: Hi asked on the 25/3/2016 for them through live chat and emails to close my account forever as I have a serious gambling addiction. And all they kept saying was fill out form print it off then post it to them I told them I had no way of doing this so basically I've kept gambling for the past 2 and half years and only could self exclude for maximum of 6 weeks on this site. They make it very hard at the time to self exclude. I feel really let down and so depressed about this whole situation. I know recently they have changed it so you can self exclude for 5 years now only this last few months they have done this. I'm so angry as soon as I mentioned I had serious gambling addiction they should have closed my account forever and saved me thousands of pounds. This was the only site that as let me back on time and time again and the only site I was able to be bet on. As I've excluded from every single site online to help me with my addiction. Please can you help me out as it seems they think they have followed the correct procedures. They have all the live chat transcripts as well as me and you can see it's a farce they let me carry on all these years. Kind regards [EDIT]. I’ve tried all avenues resolver and the sites complaint adr but there saying it’s the gambling Commission that deals with this kind of enquiry. I’m lost at who to turn to no one seems to want to help. Please look into this and read all the live transcripts as it says on there how much i wanted to be self excluded due to my serious gambling addiction. Many thanks

hi ive won 2000 on 32 red they are saying I have multi accounts with them ive never signed up before also I verified my account before winning with them I deposited twice also now there saying they will give me my cash ive deposited because ive claimed the bonus before which I never have I have my bank statements to prove ive never deposited in to another 32 red account before this time please help I'm a single mother was over the moon when I won I'm in the middle of moving house I'm on bennifits I spent a lot of my time winning that money thanks so much....[EDIT]