32Red Casino UK - Player’s account has been blocked.

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.

Dear Fogas14,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Do I understand correctly that the casino confiscated your funds without intending to pay them out?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hallo! Yes, I believe that the casino has wrongfully taken possession of my $ 22.50 money. my correspondence with the casino has been sent to your email address.

Thank you very much Fogas14 for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Fogas14,

I looked at your complaint and will do my best to help you. I would like to invite 32Red Casino into this conversation. Casino, can you please specify why did you block the player’s account?

We would like to ask the 32Red Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Gibraltar gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.