Turn geolocation on
Currently viewing:
English in United States
32Red - Casino refuses to report which clause of the Terms and Conditions I violated and to provide evidence of my violation
Ruling
Found for the Player - 32Red Casino have provided an insufficient explanation and no evidence to support their decision not to pay this player.
Read our 32Red Casino Review.
Player's Complaint
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.
2 Responses
Hi Fogas1,
While 32Red have responded, all they have told us is that there was some issue with your accounts at other properties on this license and as such your 32Red account was closed.
At this point all we could suggest is that your contact the operator's official ADR.
Sorry we could not be of further help.
ThePOGG
Leave a Reply
You must be logged in to post a comment.
Recommended Casinos
Agreement
Fogas1 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
- Gibraltar Gambling Commission
- United Kingdom Gambling Commission
- 32Red plc
September 15, 2021
Hi Fogas1 - 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