32Red - Repeated self exclusion requests

Ruling

Declined - Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.

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Player's Complaint

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.

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