32red/roxy palace self exclusion

[Wanttobeforgotten]

Good Afternoon,
I would really like to raise awareness with the process for self exclusion with 32red/Roxy Palace
I have gambling issues and on Christmas Day I finally found the strength the self exclude myself from all my accounts.
I emailed 32red Casino and asked them to self exclude me for 12 months due to gambling issues and then logged off my account
When I had a moment of weakness I tried my account and found I could still log in and play
It wasn’t until after I noticed a email in my spam asking me to complete forms to self exclude but by this stage it was too late and I was back gambling again. I also would have had no way of completing the forms and sending back to them
I had numerous breaks from their sites over a period of a few months and still they didn’t take any action.
More recently I had a upsetting personal situation and ended up spending a lot over a couple of hours and finally something switched in my head and I contacted them again.
I also would add that within 3 days of my asking for a self exclusion they were sending me deposit bonuses which in hindsight I feel was irresponsible.
I then received 4-5 offers over a period of a week which again is not helpful.
My thoughts are that they should have at the very least closed my account after the request and followed up on their forms they sent me rather than sending promotions.
I am really angry about the situation and every other site I emailed that day had closed my account as asked.
I do feel they should refund my deposits after the day I asked to be self excluded and I feel their process should be reviewed to stop people like myself in the future.

 

[Jono777]

Apologies in advance....

Another "SE" free ride, win I win, lose I win

Understand problem gamblers and the difficulty associated with this "illness" but come on, you also have to take a degree of the responsibility!

Seem harsh, fair enough hence the advance apology but I (and many, many others) have read soooo many of these threads, impossible to seek out the genuine from the loophole hunters.

 

[mimi26]

Apologies in advance....

Another "SE" free ride, win I win, lose I win

Understand problem gamblers and the difficulty associated with this "illness" but come on, you also have to take a degree of the responsibility!

Seem harsh, fair enough hence the advance apology but I (and many, many others) have read soooo many of these threads, impossible to seek out the genuine from the loophole hunters.

if you contact a casino and tell you have gambling problems they should take immediate action not send out forms that need filling in.....which then gives a compulsive gambler more space to lose more money, its unethical

 

[Wanttobeforgotten]

if I had opened a new account I would be inclined to agree with you but I didn’t.
I asked them to help and instead they sent offers of deposit bonuses.......

 

[Tirilej]

They will always find a place to play, but I agree, 32Red should self exclude the player directly. They should actually do it for 5 years if the person refuses to fill in the form.
...or at least let them do it themselves through their website. I defend them in most things they do but not this one.

 

[Webzcas]

if you contact a casino and tell you have gambling problems they should take immediate action not send out forms that need filling in.....which then gives a compulsive gambler more space to lose more money, its unethical

Completely agree with this. Heck, I got excluded from Casumo when I activated a TAB. I quote from my review, Casumo's response to my reason for taking a break:

You recently closed your account with us for the reason of ‘spending too much time on the casino’ – this is actually a Play OK reason, and I have closed your account for the minimum amount of time in this situation which is 6 months (though this time can be extended for as long as you feel appropriate)

No forms to fill in and this is how an operator should act. I was actually very impressed, hence I mentioned it in my review of Casumo.

 

[Jono777]

Points taken.

I do get sick of seeing all these SE threads as I'm confident most do, however I wasn't in the best frame of mind when originally replying to the OP so I shall publicly eat a slice of humble pie and retract my original aggressive stance

 

[nikantw]

Yet in another thread a player simply mentioned how low the RTP was and Mark immediately asked if he has a gambling problem.

I agree with the others, the system 32Red has for SE is an invitation for loophole hunters and a problem for problem gamblers.

 

[goatwack]

Points taken.

I do get sick of seeing all these SE threads as I'm confident most do, however I wasn't in the best frame of mind when originally replying to the OP so I shall publicly eat a slice of humble pie and retract my original aggressive stance

Too late Jon. Damage done

 

[ed skull murphy]

Good Afternoon,
I would really like to raise awareness with the process for self exclusion with 32red/Roxy Palace
I have gambling issues and on Christmas Day I finally found the strength the self exclude myself from all my accounts.
I emailed 32red Casino and asked them to self exclude me for 12 months due to gambling issues and then logged off my account
When I had a moment of weakness I tried my account and found I could still log in and play
It wasn’t until after I noticed a email in my spam asking me to complete forms to self exclude but by this stage it was too late and I was back gambling again. I also would have had no way of completing the forms and sending back to them
I had numerous breaks from their sites over a period of a few months and still they didn’t take any action.
More recently I had a upsetting personal situation and ended up spending a lot over a couple of hours and finally something switched in my head and I contacted them again.
I also would add that within 3 days of my asking for a self exclusion they were sending me deposit bonuses which in hindsight I feel was irresponsible.
I then received 4-5 offers over a period of a week which again is not helpful.
My thoughts are that they should have at the very least closed my account after the request and followed up on their forms they sent me rather than sending promotions.
I am really angry about the situation and every other site I emailed that day had closed my account as asked.
I do feel they should refund my deposits after the day I asked to be self excluded and I feel their process should be reviewed to stop people like myself in the future.

Report them to the UKGC, that is rogue behaviour of the highest order.

The facility of instant on-line self-exclusion by the account holder should be mandatory, imo. No questions asked.

 

[colinsunderland]

I closed my account when they first introduced this type of thing.
It's disgusting, if they are made aware of a gambling problem then the account should be, at the every least, suspended until the SE form is completed.
Coral do the same thing, have to complete a form for the SE to take place (or did a few years ago) but they block your account instantly.
I think you should be refunded. I also think this should be reported to the UKGC. This should, in my view, trigger a fine as 32Red by not blocking the account and sending out promo offers to problem gamblers is most certainly against their license conditions.
@Mark_32Red care to comment?

 

[theapple]

Apologies in advance....

Another "SE" free ride, win I win, lose I win

Understand problem gamblers and the difficulty associated with this "illness" but come on, you also have to take a degree of the responsibility!

Seem harsh, fair enough hence the advance apology but I (and many, many others) have read soooo many of these threads, impossible to seek out the genuine from the loophole hunters.

i agree with you Jono

If problem gamblers cant refrain from depositing for those 5-10 days you cant really blame it on casinos can you.

i wish other casinos would take this approach too. In fact i firmly believe they should make people fill all kinds of forms, together with source of wealth and copies of credit cards they used to deposit, before they allow anyone to self exclude from their casino.

>:<

 

[Tirilej]

I just got a pm from somebody who told me they don't use the form since several months back

I suggest the OP give it another try inside the casino, and the rest of us we try to dig up some facts before we slander casinos

Well done 32Red!

 

[mimi26]

I just got a pm from somebody who told me they don't use the form since several months back

I suggest the OP give it another try inside the casino, and the rest of us we try to dig up some facts before we slander casinos

Well done 32Red!

well the OP did say December, which was probably several months ago

 

[Tirilej]

well the OP did say December, which was probably several months ago

They still had it at that time, but removed it somewhere in February I think.

 

[goatwack]

I just got a pm from somebody who told me they don't use the form since several months back

I suggest the OP give it another try inside the casino, and the rest of us we try to dig up some facts before we slander casinos

Well done 32Red!

Been a while since I heard those words

 

[Tirilej]

Been a while since I heard those words

I still love the casino and I like and respect the people who works there, and especially the reps in here.
Normal working guys trying to do their best

 

[theapple]

Its good to hear they got rid of that one so kudos to 32red for doing the right thing

 

[ed skull murphy]

I just got a pm from somebody who told me they don't use the form since several months back

I suggest the OP give it another try inside the casino, and the rest of us we try to dig up some facts before we slander casinos

Well done 32Red!

The fact that they ever had such a policy would be enough to put me off.

 

[colinsunderland]

I just got a pm from somebody who told me they don't use the form since several months back

I suggest the OP give it another try inside the casino, and the rest of us we try to dig up some facts before we slander casinos

Well done 32Red!

Its hardly well done when they are doing something they should have from the start.
They were WIDELY criticized for taking this approach when they started, so its not as if they didn't know what people thought, how many problem gamblers have they taken money from in the time they did use forms?

 

[Tirilej]

Its hardly well done when they are doing something they should have from the start.
They were WIDELY criticized for taking this approach when they started, so its not as if they didn't know what people thought, how many problem gamblers have they taken money from in the time they did use forms?

As usual there are always different opinions on things. If you want to keep on having a negative view on them then please go ahead.
I will still say: Well done 32Red!

 

[colinsunderland]

As usual there are always different opinions on things. If you want to keep on having a negative view on them then please go ahead.
I will still say: Well done 32Red!

A justified negative view. Taking money from problem gamblers and stealing from affiliates. Yep well worthy of praise.

 

[Tirilej]

A justified negative view. Taking money from problem gamblers and stealing from affiliates. Yep well worthy of praise.

I give them credit for when they do something right that have been wrong. For me that's good enough.
The other thing I guess is about what Kindred is doing. I have avoided that thread but I will take a look and I'm sure you're correct there.

 

[theapple]

I give them credit for when they do something right that have been wrong. For me that's good enough.
The other thing I guess is about what Kindred is doing. I have avoided that thread but I will take a look and I'm sure you're correct there.

yeah i also give them credit for doing it right but as it was changed recently it was probably required by ukgc so its not like they changed it because they are that nice :=)

its pretty much comparable to stuff some casinos tried to pull off when ukgc forced them to change bonus rules. i remember how a few days before the deadline some casinos were like "hey players, good news we decided to change our bonus system so your cash is not tied by wagering req anymore" heh

better late than never so yeah its a good move so lets just leave it at that

 

[Boris85]

Apologies in advance....

Another "SE" free ride, win I win, lose I win

Understand problem gamblers and the difficulty associated with this "illness" but come on, you also have to take a degree of the responsibility!

Seem harsh, fair enough hence the advance apology but I (and many, many others) have read soooo many of these threads, impossible to seek out the genuine from the loophole hunters.

If he could take any degree of responsibility he won’t be a problem gambler. That’s why it’s called addiction!

 

[Tirilej]

yeah i also give them credit for doing it right but as it was changed recently it was probably required by ukgc so its not like they changed it because they are that nice :=)

its pretty much comparable to stuff some casinos tried to pull off when ukgc forced them to change bonus rules. i remember how a few days before the deadline some casinos were like "hey players, good news we decided to change our bonus system so your cash is not tied by wagering req anymore" heh

better late than never so yeah its a good move so lets just leave it at that

Well, that's easy for you to say. We outside of the UK are forced in many case to have the same rules as you and it doesn't matter if we want to or not.
Or we have different rules which mean I never have any clue what's for me and what's for you

 

[Jono777]

If he could take any degree of responsibility he won’t be a problem gambler. That’s why it’s called addiction!

If only it were that black and white eh?

I'm sure you'll understand the first step to any recovery is self admittance of the issue and seeking help. Responsibility could be understood as taking these initial steps.

Future apologies as you'll see I made will now be withheld if you're gonna bloody nit pick, also keep your sarcasm to yourself, I have more experience in my little finger than....

 

[Jasminebed]

I'm a big 32Red fan myself. But I was critical about their email policy and forms to self-exclude.

I'm glad to hear that has changed.

But after the OP's complaint.

I do understand that possibly offers might come through after a request, but deposits and play should not be allowed.

 

[Mark_32Red (retired acct)]

Hi Everyone,

As Tirilej kindly explained, the process regarding form submission was changed a few months ago. But I wanted to pop by and once again explain the old process.

We introduced the form following many requests from players who had self excluded without fully understanding the consequences of that click of a button. Some players didn’t realise the process wasn’t reversible and that we couldn’t override the setting. The form clearly explained what the consequences were, plus it added an extra layer of protection as it also asked players to confirm that they would not try to circumvent the agreement by opening multiple accounts, for example.

I should once again emphasise that if a player stated they were not able to complete the form then the account would be self excluded manually following confirmation that the player had accepted the terms.

The process was changed and players can now self exclud without contacting us. To overcome the previous problems we have developed an online journey which gives players a full understanding of their actions and allows them to accept the terms of the mutual agreement. Despite the new process we do still get players who want to reverse their decision, but thankfully it’s nowhere near as many as before we implemented the informative steps.

@The OP. If you haven’t already I strongly advise you register with

You do not have permission to view link Log in or register now.

which will then automatically exclude you from all participating sites.

Thanks for your feedback everyone.

Regards
Mark

 

[Wanttobeforgotten]

Thanks Mark for the response but I had requested numerous time outs and had actually just finished one the day before I requested the self exclusion.
There should have been a closure on the account at the very least to allow time to get the forms completed.
Do your systems not have any flags to identify vulnerable customers?

 

[Cody7]

I just got a pm from somebody who told me they don't use the form since several months back

I suggest the OP give it another try inside the casino, and the rest of us we try to dig up some facts before we slander casinos

Well done 32Red!

Spot on !!

 

[Wanttobeforgotten]

Thanks Mark for the response but I had requested numerous time outs and had actually just finished one the day before I requested the self exclusion.
There should have been a closure on the account at the very least to allow time to get the forms completed.
Do your systems not have any flags to identify vulnerable customers?

 

[Wanttobeforgotten]

Hi Everyone,

As Tirilej kindly explained, the process regarding form submission was changed a few months ago. But I wanted to pop by and once again explain the old process.

We introduced the form following many requests from players who had self excluded without fully understanding the consequences of that click of a button. Some players didn’t realise the process wasn’t reversible and that we couldn’t override the setting. The form clearly explained what the consequences were, plus it added an extra layer of protection as it also asked players to confirm that they would not try to circumvent the agreement by opening multiple accounts, for example.

I should once again emphasise that if a player stated they were not able to complete the form then the account would be self excluded manually following confirmation that the player had accepted the terms.

The process was changed and players can now self exclud without contacting us. To overcome the previous problems we have developed an online journey which gives players a full understanding of their actions and allows them to accept the terms of the mutual agreement. Despite the new process we do still get players who want to reverse their decision, but thankfully it’s nowhere near as many as before we implemented the informative steps.

@The OP. If you haven’t already I strongly advise you register with

You do not have permission to view link Log in or register now.

which will then automatically exclude you from all participating sites.

Thanks for your feedback everyone.

Regards
Mark

 

[Wanttobeforgotten]

Thanks Mark for the response but I had requested numerous time outs and had actually just finished one the day before I requested the self exclusion.
There should have been a closure on the account at the very least to allow time to get the forms completed.
Do your systems not have any flags to identify vulnerable customers?

 

[danchop]

I think he may have forgotten about you already

 

[Ss8499]

Thanks Mark for the response but I had requested numerous time outs and had actually just finished one the day before I requested the self exclusion.
There should have been a closure on the account at the very least to allow time to get the forms completed.
Do your systems not have any flags to identify vulnerable customers?

Did you get anywhere with this please have a similar complaint going on at the moment ?