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32Red - account closure

Ruling

Unresolved - 32Red have indicated serious issues with this account, but have failed to provide any supporting evidence. As such we have two opposing claims and no basis to make a ruling.

Read our 32Red Casino Review.

Player's Complaint

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.

Read the casino review

8 Responses

User icon
thepogg
September 6, 2021

Hi 5ther12 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

User icon
thepogg
September 19, 2021

Hi 5ther12,

How did you submit your ID?

Thanks,

ThePOGG

User icon
5ther12
September 22, 2021

Good day! On August 03, I submitted my driver's license in response to a request from the casino. By email.

User icon
thepogg
September 23, 2021

Hi 5ther12,

Please forward the email you sent to 32Red to [email protected].

Thanks,

ThePOGG

User icon
5ther12
September 24, 2021

Hello!

I've sent screenshots of all casino correspondence to [email protected]

User icon
thepogg
September 25, 2021

Hi 5ther12,

Please forward the actual email you sent to 32Red to containing your ID.

Thanks,

ThePOGG

User icon
5ther12
September 27, 2021

Hello, your requested message has been sent to the address you provided: [email protected]

User icon
thepogg
October 3, 2021

Hi 5ther12,

32Red have indicated that there are issues with some of the documents that you have submitted. If their claims are accurate we would unquestionably support the actions that they have taken. However, they have been unwilling to provide supporting evidence.

As you would undoubtedly assert that the claims are false, we have two parties with opposing claims and no sound basis to make a ruling. As such this complaint will be marked as Unresolved.

All we could suggest at this stage is that you take your claim to the operator's official ADR - either IBAS or eCOGRA.

Sorry we could not be of further help.

ThePOGG

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Agreement

5ther12 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • 32Red
  • United Kingdom Gambling Commission
  • Gibraltar Gambling Commission
  • 32Red plc

September 6, 2021

United Kingdom country flag

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.