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32Red - self-exclusion


Declined - Complaints relating to whether or not a self-exclusion should have carried over from one property to another are now managed by the UKGC.

Read our 32Red Casino Review.

Player's Complaint

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,


Account number [EDIT]

Read the casino review

1 Responses

User icon
October 10, 2019

Hi sl2005 - welcome to!

Unfortunately this is not an issue that we can assist you with. The UKGC stipulate that complaints of this nature - whether or not an operator should have taken action to prevent the player from gambling - are reserved to the regulator for management.

You need to contact the regulator to report your issue.

You may find our free Responsible Gambling app BetBlocker useful.

Sorry we could not be of further help.


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Sl2005 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

October 10, 2019

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