32Red Allowed me to gamble after asking for self exclusion.

[hypeamg]

Dear Casinomeister Members,

I would really like you help with something please if you wouldn't mind. First off I will start by letting you know that I have a severe gambling addiction which is mainly routed in the fact that I have panic disorder and agoraphobia meaning I can't leave the house. Unfortunately to try and escape my problems, I gamble.

On the 6th of June I sent 32Red a long email outlining the fact I had a gambling addiction, and that I have a huge problem. I basically asked them to refund deposits, and I asked them to close my account on live chat for which they told me that they couldn't on live chat. So I emailed basically telling them that I cannot control my gambling and begging them for the money back. Since then they have allowed me to deposit a further 25,000 even though they were full aware of the fact I have a huge problem. I know many will say it's your fault deal with it, but as a human being who has had a rough time in life unfortunately something just isn't right with me to the point where I can't control it, similar to a drug addict I suppose. Ultimately I am a nice guy, I work hard, have never done anything wrong in my life apart from this and it's just been a way to cope with my problems.

I have launched a complaint with the gambling commission but I wanted to get some advice on where I stand legally with this. As 32Red have an email directly from me outlining the fact i have a severe gambling addiction that I cannot control, and the fact I asked them to self exclude me on live chat but they didn't do I have any grounds on this under player protection? It's clear unfortunately that they were well aware of this and have since taken a further 25,000 from me.

Any advice would be hugely appreciated?

 

[lockinlove]

It sounds awful.

I think everyone will agree that they should have closed your account when you told live chat you had a problem. Why cant live chat close your account btw? Every other casino lets you. It seems they are making it very hard for the player to self exclude.

Assuming the above is true. Shame on 32red for taking advantage of a clearly gambling ill person when you were practically begging them for their help.

I know people will say that you cant have your money back because if you won, you would have cashed out. Basically freerolling the casino. However, I think that is 32reds fault and should refund the $25,000 after stating you had a sickness.

There is a rep here. I suggest you speak to him and let him look at your case. https://sussexmskpartnershipeast.com/forums/members/mark_32red.html

 

[danchop]

they didnt take,you gave.....if you have that big of a gambling problem and know it,self excluding at a certain casino is pointless and fruitless,its a half hearted attempt by your part.
Because you can easily open a fresh account at any other of the million casinos online,you should if you were serious contacted your bank to limit or prevent such online transactions..
thats what i think anyway

 

[dunover]

It sounds awful.

I think everyone will agree that they should have closed your account when you told live chat you had a problem. Why cant live chat close your account btw? Every other casino lets you. It seems they are making it very hard for the player to self exclude.

Assuming the above is true. Shame on 32red for taking advantage of a clearly gambling ill person when you were practically begging them for their help.

I know people will say that you cant have your money back because if you won, you would have cashed out. Basically freerolling the casino. However, I think that is 32reds fault and should refund the $25,000 after stating you had a sickness.

There is a rep here. I suggest you speak to him and let him look at your case. https://sussexmskpartnershipeast.com/forums/members/mark_32red.html

Yeah, but he wouldn't have. He'd have carried on until busting. Addicts don't win money, they simply win the means for their next gambling session. This is why it's SO important to have instant self-set SE and not this 1-3 day BS delay you get with the rare sites that do this like 32 Red.

Taking the OP at face value he picked the wrong site to SE from instantly. Now this is why the UKGC has SE rules in place but a few casinos choose to use the imprecise wording to not have instant self-set.

Naturally this will cream in large amounts from problem gamblers, as there they are doing their bollocks, out of control, only half way down the credit card limit or bank overdraft and desperately seeking to stop only to find delay and obstruction. So they carry on until their funds and self-esteem are destroyed and hating themselves and the site which wouldn't let them stop when they needed to.

If I were the OP I would make an official complaint to the UKGC if he has the record of the sent e-mail and chat etc. We've seen them smash Cassava for millions in refunds for taking bets from SE players, maybe one day those sites that have obstructed SE could be called to account for deposits made and lost after the first problem gambling communication from the player. Unfortunately problem gamblers are a significant source of profit for online casinos, as they seldom attempt to withdraw and deposit high amounts to boot.

 

[danchop]

Yeah, but he wouldn't have. He'd have carried on until busting. Addicts don't win money, they simply win the means for their next gambling session. This is why it's SO important to have instant self-set SE and not this 1-3 day BS delay you get with the rare sites that do this like 32 Red.

Taking the OP at face value he picked the wrong site to SE from instantly. Now this is why the UKGC has SE rules in place but a few casinos choose to use the imprecise wording to not have instant self-set.

Naturally this will cream in large amounts from problem gamblers, as there they are doing their bollocks, out of control, only half way down the credit card limit or bank overdraft and desperately seeking to stop only to find delay and obstruction. So they carry on until their funds and self-esteem are destroyed and hating themselves and the site which wouldn't let them stop when they needed to.

If I were the OP I would make an official complaint to the UKGC if he has the record of the sent e-mail and chat etc. We've seen them smash Cassava for millions in refunds for taking bets from SE players, maybe one day those sites that have obstructed SE could be called to account for deposits made and lost after the first problem gambling communication from the player. Unfortunately problem gamblers are a significant source of profit for online casinos, as they seldom attempt to withdraw and deposit high amounts to boot.

Still pointless as far as i can see..
If im a problem gambler,even if a casino has decent self exclusion facility in place and easy to implement,my addiction will just force me to use another casino, which is just as easy to do.
The source is your bank,if your serious talk to them and have stops put in place

 

[interlog]

Still pointless as far as i can see..
If im a problem gambler,even if a casino has decent self exclusion facility in place and easy to implement,my addiction will just force me to use another casino, which is just as easy to do.
The source is your bank,if your serious talk to them and have stops put in place

Whilst I see your point, you're missing the other point made that casinos should share some responsibility as well in accordance with the license that they operate under. The minute the OP told them he had a gambling problem and wanted to self exclude it should have happened there and then - no excuses. No further funds should have been accepted by the casino.

For that reason, a refund of £25,000 should happen immediately. Refund of funds prior to that not as the casino wasn't aware of the gambling problem then.

 

[Harry_BKK]

Getting a gambling addiction under control is not that easy. Problem gamblers need help from various angles:
- casinos, betting places - SE procedures
- bank, accounts, cards - limits or handing over control to a trusted person
- GA or other organizations - psychological help
- ...list not complete

Sure, ultimately, it is down to the gambler as to how much he really wants to get his addiction under control but the chances of being successful depends on more than one factor. One which was singled out by the licensing authorities are the betting operators themselves, hence we have today the whole RG controls.

The UKGC specifically asks operators to train their staff in recognizing problem gamblers and to take pro-active actions. Further, the soon the SE issue comes up, they have the duty to inform the player about the available RG options, SE procedure, consequences of a SE and to direct him/her to organizations that are offering help. This is clearly written in the latest LCCP from the UKGC.

We all know that 32RED had a self-set RG console in place that included SE and decided to remove it last year to replace it with the email to support. This certainly acts as a delay in having the SE activated, a fact which we hotly debated last year. What I do not understand is why 32RED is not putting a temporary block on an account where SE is being debated or asked for until a final decision is made by the player. That would inhibit such cases like this OP.

However, knowing 32RED and Mark, I am sure they will try their best to solve this amicably.

 

[danchop]

Whilst I see your point, you're missing the other point made that casinos should share some responsibility as well in accordance with the license that they operate under. The minute the OP told them he had a gambling problem and wanted to self exclude it should have happened there and then - no excuses. No further funds should have been accepted by the casino.

For that reason, a refund of £25,000 should happen immediately. Refund of funds prior to that not as the casino wasn't aware of the gambling problem then.

yes i do see the casinos responsibility also,but it doesnt actually work to prevent/or cure a problem gambler unless self exclusion includes your ip address at every casino availible,not just one casino or others in its group.I also see how casinos abuse this to thier favour as well.I still believe the onus is on the player to put a stop to the source feeding his/her addiction,not the outlet.
Although going by the OPs previous thread about a different casino and self exclusion,i believe he tried it on,knowing he had a chance to gamble free money in the advent that he lost

 

[Harry_BKK]

Agree with danchop. We always have to take these SE stories with a grain of salt as we have plenty of fraudsters trying to freeroll casinos.

Not implying that the OP is one but i would like to hear him telling us what else he has done since his last thread to get his addiction under control.

Seems that he has access to large amounts of money, which so far he has not given up control of. That would be the first step.

 

[redsfan]

Sorry but I am seeing a trend. You claimed a similar problem at the beginning of June with MT casinos.

Think you need to close your funding methods down and have your bank ban deposits to Gambling Sites (Very easy to do)

 

[dunover]

yes i do see the casinos responsibility also,but it doesnt actually work to prevent/or cure a problem gambler unless self exclusion includes your ip address at every casino availible,not just one casino or others in its group.I also see how casinos abuse this to thier favour as well.I still believe the onus is on the player to put a stop to the source feeding his/her addiction,not the outlet.
Although going by the OPs previous thread about a different casino and self exclusion,i believe he tried it on,knowing he had a chance to gamble free money in the advent that he lost

Yes, indeed it's a 2-way thing. The player has to take some responsibility but when they are in 'the zone' at one particular site they need the instant escape route which the UKGC rules appear to demand. The OP has an issue regarding self-control and no single casino should be able to exploit it although as people have said they will simply go somewhere else. So as long as the individual casino does it's job then that's all that can be reasonably expected of them. If SE'd at one license and still being able to gamble (i.e. the EMSEB issue) then bets should be voided anyway and deposits returned when checked.

In the case of 32red's group of sites, I'd be surprised if they had gambled at another one under the license as 32Red would block the ability to deposit at all of them, that's one they do well and I can't recall EMSEB-type issues with them happening before. Whatever the motives of the OP, it still sucks that they can't exclude at the moment of panic and I'm surprised this is still occurring today TBH.

 

[hypeamg]

I am not a fraudster, yes with MT it was a similar issue but I found the deposits were dated forward so in essence they were for transactions before my self exclusion period. I am not a free-roller, or a fraudster, I am a very honest hard working man with a few problems in life that's all, gambling being one of them.

 

[dunover]

I am not a fraudster, yes with MT it was a similar issue but I found the deposits were dated forward so in essence they were for transactions before my self exclusion period. I am not a free-roller, or a fraudster, I am a very honest hard working man with a few problems in life that's all, gambling being one of them.

In that case did you make that clear on the MT Secure thread you made? That it was a case of 'no foul' on their part? It's ethical posting which we like on CM - casinos get all sorts of complaints and accusations flung at them so when it turns out they're in the clear or have resolved something nicely it's appropriate the complainant should confirm this.....

 

[hypeamg]

In that case did you make that clear on the MT Secure thread you made? That it was a case of 'no foul' on their part? It's ethical posting which we like on CM - casinos get all sorts of complaints and accusations flung at them so when it turns out they're in the clear or have resolved something nicely it's appropriate the complainant should confirm this.....

Sure, I will do that today no problem.

 

[Nate]

Sorry to hear of your issues.

Do you have evidence of explicitly stating that you have a problem on live chat BEFORE you went ahead and lost another 25k?

The thing is its easy to go ahead to live chat and say - 'close my account'. It could be for a variety of reasons and the casino may try to retain business.

But if you EXPLICITLY stated that you have a problem and want a self exclusion, there shouldn't even be a discussion over this.

Edit: Was this email that you sent BEFORE you deposited and did you receive a reply to it?

Nate

 

[hypeamg]

Thank you Nate, that's very kind.

So the details are as follows...

June 6th, I lost £19,000 on 32Red. In a frantic panic realising what I had done when basically I had lost most of my savings I fired up live chat and spoke to a 32Red operator directly, for which I requested the live chat transcript for yesterday - they are sending it me apparently!?

When I spoke to the operator on live chat, I made them aware I had a gambling problem and told them I needed to self-exclude immediately. At the time I got quite upset and angry because they told me the only way they could do this was on email, and this was after I spent 20 minutes on the website trying to find out how to self-exclude within the my account settings without any joy.

So following this I emailed them, which I am very embarrassed about what I wrote but I was highly distressed at the time as you can imagine, this is included within this email, however all personal details are redacted obviously.

Subsequently I received no reply, and was able to deposit...

June 17th: £1,500
June 18th: £1,500
June 19th: £2,000
June 26th: £1,500
June 26th: £2,500
July 3rd: £16,000

I haven't slept all night, it's 10am here now and I am just sat here not really knowing what to do trying to stop shaking. I have emailed the UKGC and 32Red directly and made them aware of everything, and I just wish they would of self excluded my account when I asked them on live chat, and then again when I told them on email. I clearly told them I have a massive problem as you can see and I came clean about everything having realised what I had just done chasing losses, which I always do - I also told them that it doesn't matter if I win (and it doesn't) because of my illness it just all goes straight back in I just can't stop, it's sickening and it is completely destroying my life. I am probably going to lose my house (well definitely) if I can't get the deposits back from June 17th onwards. I know I am to blame also but I find it very hard, and as you can see I asked them on numerous occasions but they failed to protect me at all as a player and either unknowingly and knowingly took advantage of my desperation and my illness.

Stephanie is the club rouge contact at 32Red.

Finally — I may look like a degenerate gambler but I am a good person, I paid £4,500 for my friends dog to have an life threatening operation which ultimately saved his life 2-3 months ago without letting her owe me anything, so I do have a good heart I just try and find a way out of my other problems through gambling unfortunately. Just hope something can be done to help me here really, I probably deserved it but then having had a horrific few years, divorce, agoraphobia, panic disorder, etc etc... just find it very hard to even get through the day at the moment.

 

[DreamRJ]

Edit: Was this email that you sent BEFORE you deposited and did you receive a reply to it?

Well this is the point i am questioning too about the OP first post.

It was very vague in detailing what and when was in the email and when it was sent.

If the OP can give details and also provide prove that he sent the email days or weeks before he then lost a further 25K then ok then that is all fine and 32red are to blame.

But on the hand that if the email stated he didnt want to self exclude and was just emailing them to have a rant or moan and to explain his situation and didnt exactly say self exclude me, then that is also another thing altogether.

You could easily write 10 emails and each email could mean 10 different things with the way you word things, and without a specific sentence like "Please Self Exclude Me" then that wouldnt exactly make 32red support act upon it. We also do not know if 32red replied and if the OP replied and then changed his mind about the self exclusion, which i have also done over the years when i asked for a closing of my account, then when i get an email back to confirm i then email back cos i get the urge again to gamble so i say no, keep it open in my reply.

I mean i am also confused how u could have that type of money anyway if you say you suffer from things and you cant leave the house then where do you get money from? are you working from home??

I am not saying i do not sympathise with you because I think a lot of gamblers have anxiety issues, it is common and known as fact that addictive gamblers usually have anxiety disorders.

Maybe your best option is to try and get help for your anxiety, then get someone you can trust to control your bank account and they only give you what you need in cash.

Then once you have the help for anxiety and you feel you can start to take control back, then you could ask your trusted person to give you your bank control back.

I wish you all the best, but i am not on either side on this one until there is more evidence from both sides.

but best of luck

 

[hypeamg]

Well this is the point i am questioning too about the OP first post.

It was very vague in detailing what and when was in the email and when it was sent.

If the OP can give details and also provide prove that he sent the email days or weeks before he then lost a further 25K then ok then that is all fine and 32red are to blame.

But on the hand that if the email stated he didnt want to self exclude and was just emailing them to have a rant or moan and to explain his situation and didnt exactly say self exclude me, then that is also another thing altogether.

You could easily write 10 emails and each email could mean 10 different things with the way you word things, and without a specific sentence like "Please Self Exclude Me" then that wouldnt exactly make 32red support act upon it. We also do not know if 32red replied and if the OP replied and then changed his mind about the self exclusion, which i have also done over the years when i asked for a closing of my account, then when i get an email back to confirm i then email back cos i get the urge again to gamble so i say no, keep it open in my reply.

I mean i am also confused how u could have that type of money anyway if you say you suffer from things and you cant leave the house then where do you get money from? are you working from home??

I am not saying i do not sympathise with you because I think a lot of gamblers have anxiety issues, it is common and known as fact that addictive gamblers usually have anxiety disorders.

Maybe your best option is to try and get help for your anxiety, then get someone you can trust to control your bank account and they only give you what you need in cash.

Then once you have the help for anxiety and you feel you can start to take control back, then you could ask your trusted person to give you your bank control back.

I wish you all the best, but i am not on either side on this one until there is more evidence from both sides.

but best of luck

I have a technology company I run from home and have done for around 7 years. Fortunately it's pretty successful but it's also meant I have got into debt as you can imagine. I've included the evidence above.

 

[Jono777]

Whilst I genuinely feel for the OP, I do not feel deposits should be refunded.

Sure all accounts should be closed to stop this ever happening again but the horse has bolted now. A very expensive lesson to be learnt but lets look forward and take action, little point in looking back.

I feel if refunds were to be made they are simply a source for more gambling elsewhere.

If 32 Red with their good nature decide a show of good will is in order then good on them but I do not feel they should HAVE to do anything.

Yes I have a history of backing these guys up, but as problematical as things are the OP didn't ask for account closure so IMO they haven't failed to fulfill any player requests.

Could you picture many other casinos refunding this sort of amount, I don't think so, I only feel due to their excellent reputation that these trains of thought about refunds or parts of are being suggested.

I may sound a bit harsh and if I have strayed from my 'normal' stance on this one but seen this too many times and its unfair to target the 'good guy' to make an example of in 32 Red.

Hope others see my point of view on this one.

 

[hypeamg]

Whilst I genuinely feel for the OP, I do not feel deposits should be refunded.

Sure all accounts should be closed to stop this ever happening again but the horse has bolted now. A very expensive lesson to be learnt but lets look forward and take action, little point in looking back.

I feel if refunds were to be made they are simply a source for more gambling elsewhere.

If 32 Red with their good nature decide a show of good will is in order then good on them but I do not feel they should HAVE to do anything.

Yes I have a history of backing these guys up, but as problematical as things are the OP didn't ask for account closure so IMO they haven't failed to fulfill any player requests.

Could you picture many other casinos refunding this sort of amount, I don't think so, I only feel due to their excellent reputation that these trains of thought about refunds or parts of are being suggested.

I may sound a bit harsh and if I have strayed from my 'normal' stance on this one but seen this too many times and its unfair to target the 'good guy' to make an example of in 32 Red.

Hope others see my point of view on this one.

If you look at my above post you'll see in the email I asked for account closure, forever.

 

[Jono777]

If you look at my above post you'll see in the email I asked for account closure, forever.

I must have missed that in your OP.

I've made my point now, Will stop out of this thread from now on and wish you the best of luck, seriously I mean it

 

[DreamRJ]

Thank you Nate, that's very kind.

So the details are as follows...

June 6th, I lost £19,000 on 32Red. In a frantic panic realising what I had done when basically I had lost most of my savings I fired up live chat and spoke to a 32Red operator directly, for which I requested the live chat transcript for yesterday - they are sending it me apparently!?

When I spoke to the operator on live chat, I made them aware I had a gambling problem and told them I needed to self-exclude immediately. At the time I got quite upset and angry because they told me the only way they could do this was on email, and this was after I spent 20 minutes on the website trying to find out how to self-exclude within the my account settings without any joy.

So following this I emailed them, which I am very embarrassed about what I wrote but I was highly distressed at the time as you can imagine, this is included within this email, however all personal details are redacted obviously.

Subsequently I received no reply, and was able to deposit...

June 17th: £1,500
June 18th: £1,500
June 19th: £2,000
June 26th: £1,500
June 26th: £2,500
July 3rd: £16,000

I haven't slept all night, it's 10am here now and I am just sat here not really knowing what to do trying to stop shaking. I have emailed the UKGC and 32Red directly and made them aware of everything, and I just wish they would of self excluded my account when I asked them on live chat, and then again when I told them on email. I clearly told them I have a massive problem as you can see and I came clean about everything having realised what I had just done chasing losses, which I always do - I also told them that it doesn't matter if I win (and it doesn't) because of my illness it just all goes straight back in I just can't stop, it's sickening and it is completely destroying my life. I am probably going to lose my house (well definitely) if I can't get the deposits back from June 17th onwards. I know I am to blame also but I find it very hard, and as you can see I asked them on numerous occasions but they failed to protect me at all as a player and either unknowingly and knowingly took advantage of my desperation and my illness.

Stephanie is the club rouge contact at 32Red.

Finally — I may look like a degenerate gambler but I am a good person, I paid £4,500 for my friends dog to have an life threatening operation which ultimately saved his life 2-3 months ago without letting her owe me anything, so I do have a good heart I just try and find a way out of my other problems through gambling unfortunately. Just hope something can be done to help me here really, I probably deserved it but then having had a horrific few years, divorce, agoraphobia, panic disorder, etc etc... just find it very hard to even get through the day at the moment.

hmmm ok,

So email was sent on june 6th.

So as i said above in my first post in this thread. You didnt specifically say "SELF EXCLUDE" you said close my account. That has completely 2 different meanings. I have closed my 32red account many many many times over the years, a self exclusion is something that can not be undone until a set timeframe has passed.

Your completely Misconstruing your wording completely to make it out that 32red is in the wrong. I also do not know if they did reply to you back, but maybe the emails never got to Stephanie? Why did you not just sent the email to normal support instead? then you would have gotten responses pretty fast.

I am sorry you have lost all that money. But we all lose money and i feel in this instance that 32red are not in the wrong because as i said you didnt specifically say self exclude in your 6th june email, you said close my account.

I wish you the best of luck and i am sorry i really am.

 

[Jono777]

Edit: Quoted own message instead of edit

Ignore*

 

[hypeamg]

hmmm ok,

So email was sent on june 6th.

So as i said above in my first post in this thread. You didnt specifically say "SELF EXCLUDE" you said close my account. That has completely 2 different meanings. I have closed my 32red account many many many times over the years, a self exclusion is something that can not be undone until a set timeframe has passed.

Your completely Misconstruing your wording completely to make it out that 32red is in the wrong. I also do not know if they did reply to you back, but maybe the emails never got to Stephanie? Why did you not just sent the email to normal support instead? then you would have gotten responses pretty fast.

I am sorry you have lost all that money. But we all lose money and i feel in this instance that 32red are not in the wrong because as i said you didnt specifically say self exclude in your 6th june email, you said close my account.

I wish you the best of luck and i am sorry i really am.

I said "self-exclude" on the live chat to the operator minutes before sending the email for which I have requested the transcript for. I was in a complete panic and surely that coupled with the email is enough to get me self-excluded?

 

[danchop]

If you look at my above post you'll see in the email I asked for account closure, forever.

Far out last night must have been a FTW nightmare,i didnt realise that larger deposit could be taken out or deposited in one hit,but then i dont know english banking rules..
It does appear youve asked them through that email,BUT are you saying that email was never responded to?at all?

 

[DreamRJ]

If you look at my above post you'll see in the email I asked for account closure, forever.

yes but like i said, i have also asked them to close my account forever, then months later i ask them to reopen it and they do. it is the wording that matters as i said in my previous post.

A self Exclusion is LAW that the UKGC enforces that all online casinos that operate in the UK now that has a license has to abide by.

A self exclusion is where you can not login to that account for either 6months/2years/5years

A closure of account is just that, it is closed and you can not login but the account is still on the system forever, they never delete closed accounts ever.

I have many times not just at 32red asked casinos to close my account forever. and they add a note on it that says customer says never ever reopen it no matter what. a few times.

And i can tell you that mrgreen and vera and john casino stuck by it and they wont ever let me reopen it i tried many times to get them to reopen it but they are sticking to it. but some casinos including 32red use their own discretion and they do sometimes allow it even when you ask for it to be closed forever.

It is all about how you word it at the time like i said above. But you should have said in the email you wanted to self exclude and not close my account forever as i said again and again, they are 2 completely different things.

I hope this helps and again i wish you the best of luck.

 

[Deeplay]

Hi have not read all posts on this but it seems like a repeat of the issue you had here
edit need to read the full thread before posting ;-)

 

[Nate]

So you also contacted them via live help? Did you request a SELF EXCLUSION - Again, were you explicit in asking for this over live help? Did you deposit after this?

Again, can we prove that 32Red received this email? Did you receive a reply?

Foot Note: Any company that does not take a sentence stating that 'I am a compulsive gambler with a serious addiction' seriously is to be questioned. Maybe there are other circumstances like no email being received?

 

[hypeamg]

So you also contacted them via live help? Did you request a SELF EXCLUSION - Again, were you explicit in asking for this over live help? Did you deposit after this?

Again, can we prove that 32Red received this email? Did you receive a reply?

Foot Note: Any company that does not take a sentence stating that 'I am a compulsive gambler with a serious addiction' seriously is to be questioned. Maybe there are other circumstances like no email being received?

Yes

June 6th - first contact through Live Chat asking for self-exclusion, was told I had to email.

Second contact - emailed minutes later and asked them to close my account, I didn't use the words self-exclude but I did in live chat and I didn't know that 2 words are the difference between being able to play and not, I don't know how "I want to close my account, forever" could be any clearer? And... "I am a compulsive gambler with a serious addiction" — how clearer could I be?

 

[DreamRJ]

in fact, i will send a message to mark with this thread and see if he can respond.

And get his side of the events and see if they did receive the emails in question and what they deemed to be cause for concern or not.

would be nice to get another side of the story at least.

But i did notice that the OP has had similar issue with another casino group as well. So i am now just sure it seems to be a serial problem. And that is also resulting in the fact the OP is misconstruing her wording when contacting said casinos.

 

[DreamRJ]

Yes

June 6th - first contact through Live Chat asking for self-exclusion, was told I had to email.

Second contact - emailed minutes later and asked them to close my account, I didn't use the words self-exclude but I did in live chat and I didn't know that 2 words are the difference between being able to play and not, I don't know how "I want to close my account, forever" could be any clearer? And... "I am a compulsive gambler with a serious addiction" — how clearer could I be?

It seems your not new to gambling like me.

But i for one know the difference between the 2 meanings and i reckon the vast majority of regular gamblers would too. Just saying.

Yes you might have said self exclude in live chat and also without the prove of that chat with the transcript we will not know if you did infact say that or not either.

But hey i PM'ed Mark, So lets wait and see what he can dig up regarding this.

EDIT: And can i also say this as well, yes i used to love 32red casino and i am not defending them in the slightest, but I can say my reasons why i stopped playing at 32red was down to the fact they have gone down hill in terms of goodwills and withdraws are slower and slower. And for a casino in this modern day and age where there is other casinos where you get withdraws within 10mins to ewallets compared to 1-3days with 32red is just not good enough for me. Withdraw times are my main factor as to why i play regularly in specific casinos.

 

[hypeamg]

It seems your not new to gambling like me.

But i for one know the difference between the 2 meanings and i reckon the vast majority of regular gamblers would too. Just saying.

Yes you might have said self exclude in live chat and also without the prove of that chat with the transcript we will not know if you did infact say that or not either.

But hey i PM'ed Mark, So lets wait and see what he can dig up regarding this.

EDIT: And can i also say this as well, yes i used to love 32red casino and i am not defending them in the slightest, but I can say my reasons why i stopped playing at 32red was down to the fact they have gone down hill in terms of goodwills and withdraws are slower and slower. And for a casino in this modern day and age where there is other casinos where you get withdraws within 10mins to ewallets compared to 1-3days with 32red is just not good enough for me. Withdraw times are my main factor as to why i play regularly in specific casinos.

I did say self-exclude in the live chat, and yes I know I have a serious problem among others. 32Red will be able to verify that, would just be nice if people could take me at face value rather than questioning what I am saying. Yes, on regular occasions I also "reversed withdrawls" which has always been a problem for me as I have left the computer for a day and then the urge to gamble has come back again and before I know it I am online reversing the pending withdrawl.

Do you mind me asking who Mark is?

 

[DreamRJ]

Do you mind me asking who Mark is?

He works for 32red

 

[danchop]

Your last thread about another casino was started on the 5th of june,and from it you got all the info you needed about how self exclusion works.
A day or so later you blow 19 grand at 32red(whether all was deposit is another story)
You panic and beg for the money back,and if they do this you ask that your account be closed forever.
Then on 17th of june(gambling loss depression period over),you deposit at 32red knowing full well it shouldnt be possible because my account should be closed?When you lost this amount did you contact 32red and ask for a refund of deposit because as far as you knew it should not have been possible?
You carry on with the spree armed with the knowledge from your earlier thread,that if i lose.. i can get my deposits back because i have the evidence from my end to prove it...whilst all along praying for the big one to clear everything up and plus some for celebrations on hookers and good drugs..
Last night was the stroke that broke the camels back and you honestly think you have a case?
Maybe if you didnt have your previous thread as evidence for 32red to use,it may just have worked..
Im not saying youre a bad person,youre definately in a bad place atm and also desparate,clutching at straws or whatever...a few days will pass and youll come right again..the gambling depression is a relatively short affair
Contact your money source and send them an email similar to the one you sent 32red

 

[hypeamg]

Your last thread about another casino was started on the 5th of june,and from it you got all the info you needed about how self exclusion works.
A day or so later you blow 19 grand at 32red(whether all was deposit is another story)
You panic and beg for the money back,and if they do this you ask that your account be closed forever.
Then on 17th of june(gambling loss depression period over),you deposit at 32red knowing full well it shouldnt be possible because my account should be closed?When you lost this amount did you contact 32red and ask for a refund of deposit because as far as you knew it should not have been possible?
You carry on with the spree armed with the knowledge from your earlier thread,that if i lose.. i can get my deposits back because i have the evidence from my end to prove it...whilst all along praying for the big one to clear everything up and plus some for celebrations on hookers and good drugs..
Last night was the stroke that broke the camels back and you honestly think you have a case?
Maybe if you didnt have your previous thread as evidence for 32red to use,it may just have worked..
Im not saying youre a bad person,youre definately in a bad place atm and also desparate,clutching at straws or whatever...a few days will pass and youll come right again..the gambling depression is a relatively short affair
Contact your money source and send them an email similar to the one you sent 32red

I think that's really nasty, but you're entitled to your opinion.

 

[nikantw]

So the cause for the 1st thread was that the OP misread his bank statement? What about the bank pages from within the casino?

That makes me suspicious.

One thing I am sure of, the “send an email” method of SE, makes a casino a target for fraud.

 

[hypeamg]

Your last thread about another casino was started on the 5th of june,and from it you got all the info you needed about how self exclusion works.
A day or so later you blow 19 grand at 32red(whether all was deposit is another story)
You panic and beg for the money back,and if they do this you ask that your account be closed forever.
Then on 17th of june(gambling loss depression period over),you deposit at 32red knowing full well it shouldnt be possible because my account should be closed?When you lost this amount did you contact 32red and ask for a refund of deposit because as far as you knew it should not have been possible?
You carry on with the spree armed with the knowledge from your earlier thread,that if i lose.. i can get my deposits back because i have the evidence from my end to prove it...whilst all along praying for the big one to clear everything up and plus some for celebrations on hookers and good drugs..
Last night was the stroke that broke the camels back and you honestly think you have a case?
Maybe if you didnt have your previous thread as evidence for 32red to use,it may just have worked..
Im not saying youre a bad person,youre definately in a bad place atm and also desparate,clutching at straws or whatever...a few days will pass and youll come right again..the gambling depression is a relatively short affair
Contact your money source and send them an email similar to the one you sent 32red

Maybe.. just maybe if you were at a point in your life where you couldn't even leave the house and your body was so engulfed in fear, adrenaline and anxiety on a daily basis for the past 4 years as a prisoner of your own home, with a business that's too big to run working 16 - 18 hours a day, having just got divorced and having no one truly understand the complete torture you go through day in day out just wishing you were dead because you don't have the guts to do it yourself, maybe then, maybe just then... you'd fully understand.

Unfortunately there isn't a "cure", and I have tried everything for 5 years now but I constantly have to live with this and yes I used to drink to escape but then 3 years ago I had to completely give up because I would get anxiety attacks so bad in the morning that I would have to call a paramedic, so yes I gamble I am sorry, yes I know I shouldn't, yes I have tried gamblers anonymous, hypnotherapy, the doctor, literally more than you could imagine. I have tried whatever I can to get my mind out of the gutter and into a good place but unfortunately when I lose money I get scared and I chase it and then I end up losing it all. I don't know, people love to judge in this world I guess.

 

[Webzcas]

I do feel for you, I really do. I am sure most if not all on this forum have lost more than we wanted to at some point or other. I know I have. Working in this industry for some 17 years ( 5 years for an operator ), it can become all consuming. I have lost much more than I could have afforded in the past. I even have I am sure paid for one of the legs of Ed's racehorses in the past, before self excluding.

I truly do sympathise for your situation that you find yourself in. But I find it doubtful that the casino in this case will refund your deposits. Otherwise what is to stop other players requesting the same? I have had many instances whereby I wish I hadn't lost what I have had. But I have also had instances where I have enjoyed big wins.

You need help, that there is no question. You need to start by helping yourself and shutting down and closing any accounts you may have.

I am contacting Mark the rep direct to look at this thread.

 

[hypeamg]

I do feel for you, I really do. I am sure most if not all on this forum have lost more than we wanted to at some point or other. I know I have. Working in this industry for some 17 years ( 5 years for an operator ), it can become all consuming. I have lost much more than I could have afforded in the past. I even have I am sure paid for one of the legs of Ed's racehorses in the past, before self excluding.

I truly do sympathise for your situation that you find yourself in. But I find it doubtful that the casino in this case will refund your deposits. Otherwise what is to stop other players requesting the same? I have had many instances whereby I wish I hadn't lost what I have had. But I have also had instances where I have enjoyed big wins.

You need help, that there is no question. You need to start by helping yourself and shutting down and closing any accounts you may have.

I am contacting Mark the rep direct to look at this thread.

Just feel like I have had some kind of curse for the last 4 years, will lose the house now yet I don't think about that when I am gambling but it's ok for every second TV advert, facebook ad, and text message to constantly harass me telling me to gamble all the time, I just cannot get away from it at all

 

[Deeplay]

Hi as others said im sorry really am to hear about your very dire problems. But unless you stated clearly that you wanted SE (Self exclusion) before deposits you have little or no chance at getting the money back you lost. And I think you know enough about online gambling to know the difference between closing an account and SE! That dont wash with me sorry.

And sorry to say it but I have read you have had similar issues with other casinos so there is a pattern here. Deposit loose, look for a loop hole! I can guarantee if you get a refund you will only gamble it away again plus what ever else you have left , as your not dealing with the root causes. The money is gone, it does not belong to you anymore it is over. And what you need to do now is get gambling blocks on ALL your systems. Get help online and offline. Gamcare, GA and so on. And start dealing with the issues of what is by now for you an extreme gambling problem.

I dont even think you can consider responsible gambling. For you its all or nothing. Stop focusing on trying to get back what is lost, and focus on recovery and putting your life back together!

If 32red in the end decide in your favor fair dos, but it wont help you in the long run and soon enough you will do the same again.

Sorry if I come over as harsh but holding your hand on this aint gonna help you. Wish you the best no matter what though!

 

[petro]

It seems to me that OP done his part in informing the casino of the facts. How it was done; email or live chat, doesn't really matter.
I think OP should be entitled to a full refund for the period after he made it clear to the casino of the problem.

Mark the casino rep might be able to help, but I know they sometimes put up a fight when it comes to large amounts like 25k.
(25k might be enough to make 32Red litigious. They might argue that they obeyed all laws, and imo that's not good enough as we all know the difference between right and wrong.)

So I emailed basically telling them that I cannot control my gambling...
Casinos aren't mind readers. If you weren't clear in telling them about the problem, you may not get a refund.

It seems they are making it very hard for the player to self exclude.

My thoughts exactly. I think they make it hard because they don't want customers making rash decisions. But, that's not a good reason for making it hard.

Do you have evidence of explicitly stating that you have a problem on live chat BEFORE you went ahead and lost another 25k?

Yes, I would like to see the chat transcript as well. I'm sure OP could get his hands on it if he asked 32Red.
I just read the email OP wrote and he made it PERFECTLY CLEAR. The matter is pretty straighforward now; it's a 25k blunder by 32Red.
If I were OP I would even submit a PAB.

Hi hypeamg ,

Please read the PAB FAQ first, found here: PAB FAQs
To submit your PAB click here: PAB

Please note that this is a FREE service.

 

[hypeamg]

Hi as others said im sorry really am to hear about your very dire problems. But unless you stated clearly that you wanted SE (Self exclusion) before deposits you have little or no chance at getting the money back you lost. And i think you enough about online gambling to know the difference between closing an account and SE! That dont wash with me sorry.

And sorry to say it but I have read you have had similar issues with other casinos so there is a pattern here. Deposit loose, look for a loop hole! I can guarantee if you get a refund you will only gamble it away again plus what ever else you have left , as your not dealing with the root causes. The money is gone, it does not belong to you anymore it is over. And what you need to do now is get gambling blocks on ALL your systems. Get help online and offline. Gamcare, GA and so on. And start dealing with the issues of what is by now for you an extreme gambling problem.

I dont even think you can consider responsible gambling. For you its all or nothing. Stop focusing on trying to get back what is lost, and focus on recovery and putting your life back together!

If 32red in the end decide in your favor fair dos, but it wont help you in the long run and soon enough you will do the same again.

Sorry if I come over as harsh but holding your hand on this aint gonna help you. Wish you the best no matter what though!

I did when I contacted live supported on June 6th.

 

[hypeamg]

I did when I contacted live supported on June 6th.

Just tried to login to speak to live support about getting hold of the chat transcript but I cannot login now so they must be aware of it already. So, will just wait to receive a response.

 

[Deeplay]

I did when I contacted live supported on June 6th.

See your focus is only on getting back what you lost and not on the bigger issues and until you look at the bigger issues and deal with them you will continue to gamble, you will continue to loose and will probably loose everything ... unless you get help real help starting from today! All your attention and energy is in claiming back money you chose to gamble in the end. No one forced you. But its your choice of course.

You know within your self that if you did get money back , within a week or 2 when the pain of the last loss has eased (as it always does) you will find some other casino to gamble. And then ... repeat and rinse until your finally ready to take control and deal with this addiction head on.

Again I wish you well though.

 

[Webzcas]

Just tried to login to speak to live support about getting hold of the chat transcript but I cannot login now so they must be aware of it already. So, will just wait to receive a response.

32Red are aware of this thread. I believe you will get a response at some point later today once they have checked everything.

 

[incrediblestuff]

Just one thing came to mind reading this thread - you stated you had been drinking in the past, but stopped that - due to the consequences you experienced. If that is really the case, then i don't understand why you can or could not stop gambling, due to the consequences, which have already been proven to you in past experiences, specifically in relation to the other thread.

As for escaping gambling, being impossible, due to t.v. adverts etc. as you stated, i think your also just as often confronted with people drinking and partying on the t.v., if not more, I know it's easy to be seduced, but if you found the strength to stop drinking, which is both a physical and a mental addiction, you should be able to find the strength to stop gambling (i.m.o.) as that is 'merely' mental.

Whatever may happen here, i would urge you to follow some of the advice given here, and the other thread, and finally get some help where it counts: inform your bank, impose limits at the source, whatever is needed: there's gamcare and a lot of other tools, at least to prevent you from gambling online. As you say you are afraid to leave the house, that should solve a big portion of your ability to gamble at all.

As you have enough intelligence to start a successful business, i assume you can and will find these steps to be within your ability, so i would start today!

 

[greylady]

I have to take everything you say at face value and that being the case I wouldn't wish your compulsion on my worst enemy - addiction of any kind is a sickness and whether you are right or wrong in your actions is irrelevant, I would be more concerned with your mental health right now. If 32 Red do refund your money, you also have to show willing and maybe provide evidence that you have contacted your bank to block all gambling transactions - otherwise you will no doubt find yourself in the same situation having spent the money at another casino - would you be willing to do this?

I do wish you the best luck in the world, I wouldn't like to be in your situation and my heart goes out to you. Please take care of yourself first and foremost and every time you want to gamble, think of the consequences should you lose and look back at this thread to recall how you felt when you lost your money.

I know this is a public forum and sometimes you have to take the responses that you don't like with the ones that support you but your mental health already seems vulnerable and I don't want to add to that anguish.

 

[hypeamg]

I have to take everything you say at face value and that being the case I wouldn't wish your compulsion on my worst enemy - addiction of any kind is a sickness and whether you are right or wrong in your actions is irrelevant, I would be more concerned with your mental health right now. If 32 Red do refund your money, you also have to show willing and maybe provide evidence that you have contacted your bank to block all gambling transactions - otherwise you will no doubt find yourself in the same situation having spent the money at another casino - would you be willing to do this?

I do wish you the best luck in the world, I wouldn't like to be in your situation and my heart goes out to you. Please take care of yourself first and foremost and every time you want to gamble, think of the consequences should you lose and look back at this thread to recall how you felt when you lost your money.

I know this is a public forum and sometimes you have to take the responses that you don't like with the ones that support you but your mental health already seems vulnerable and I don't want to add to that anguish.

I can provide evidence and will do without a problem, on here also. Yes, I am not in a good frame of mind unfortunately and yes I want to avoid gambling again by all means, if I told you how many casinos I am self excluded from you would probably fall off your chair. As I am on mac and can't use the PC software I am going to find out from my internet provider if they can block any and all gaming/casino websites.

Yeah I am pretty vulnerable, it's not just gambling it's a whole host of things but if I can save losing my house and put the right measures in place then hopefully God willing I may be able to recover one day at a time. I know one thing for certain, this is the lowest it has got ever... I have never got to a point where I could lose my house, car, business etc but unfortunately now I am at the stage, and it's a hard lesson I just hope 32Red can somehow see that I tried my best both contacting them to self exclude on live chat, begging for my money back, telling them I have a SERIOUS addiction and telling them to lock me out forever.

 

[hypeamg]

Just one thing came to mind reading this thread - you stated you had been drinking in the past, but stopped that - due to the consequences you experienced. If that is really the case, then i don't understand why you can or could not stop gambling, due to the consequences, which have already been proven to you in past experiences, specifically in relation to the other thread.

As for escaping gambling, being impossible, due to t.v. adverts etc. as you stated, i think your also just as often confronted with people drinking and partying on the t.v., if not more, I know it's easy to be seduced, but if you found the strength to stop drinking, which is both a physical and a mental addiction, you should be able to find the strength to stop gambling (i.m.o.) as that is 'merely' mental.

Whatever may happen here, i would urge you to follow some of the advice given here, and the other thread, and finally get some help where it counts: inform your bank, impose limits at the source, whatever is needed: there's gamcare and a lot of other tools, at least to prevent you from gambling online. As you say you are afraid to leave the house, that should solve a big portion of your ability to gamble at all.

As you have enough intelligence to start a successful business, i assume you can and will find these steps to be within your ability, so i would start today!

The difference is I was never "addicted to drinking", I could have a couple of drinks to feel better in the evening and escape my problems for a while, but I never got to the point where "I had to drink" or I couldn't stop, it was just an occasional thing like everyone does to relieve stress really, but then that went because it caused me problems, where even a pint would affect me the next day. Ultimately it's a toxin for the body so when I am constantly in a hyper vigilant state (anxiety based) then it's no surprise really as I am always "checking in" sensations wise unfortunately.

 

[colinsunderland]

Im confused by all the hate towards the op here, i wonder if it would be the same if the complaint was against a less liked casino.

If the email is real then the op CLEARLY made 32red aware he had a gambling problem, that in itself should be enough to lock the account, it certainly would in a decent casino. The fact he stated he had a gambling addiction AND to close the account just makes it worse. If he also told live chat, then its worse again. The fact that 11 days later he could still login is pretty disgusting, assuming the info in the thread is true, and if it is then i hope 32red get hauled over the coals for it.

As to previous thread, the guy has an addiction. If soneone was addicted to crack you wouldnt say tough, you took some last week, no good crying about it now.