The player from the United Kingdom faced account suspension and confiscation of funds after using a card for depositing and withdrawing, which had previously been accepted. Despite having successfully used the same card before, the casino claimed it did not belong to her. The Complaints Team attempted to resolve the issue by contacting the casino for clarification on the card rejection and account termination but received no response. As a result, the complaint was marked as 'unresolved,' and the player was advised to seek assistance from eCOGRA and the UK Gambling Commission for further action.
32Red Casino UK - Player’s account is closed and funds confiscated.
Black points: 84
Amount: £450
32Red Casino UK
Safety Index:HighSafety Index
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8.9
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Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
3 months ago
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4 months ago
I had been playing on 32 red for a few weeks. I had a withdrawal which was paid out a few days later I decided to play again so I deposited money from the same bank and card that I had preciously deposited and withdrawn from. Later that day I had an email to say my account was suspended and money confiscated due to using a card that wasn't in my name however I had used this card to deposit £150 and withdraw £160 before !
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4 months ago
Dear Kiyaaleigh19,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Are you the owner of the payment method you used to make the deposit?
- Could you please share your communication with the casino regarding the suspended account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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4 months ago
Hi.
Yes I am the owner of the payment method. As you can also see in the first email i recieved they said they had refunded my deposits which was £150 which i also did not recieve. I emailed them again but no reply. 
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4 months ago
Dear Kiyaaleigh19, thank you for the information provided. Please allow me to ask you a few more questions.
- When did you verify your casino account? Was it before the first withdrawal or before the second withdrawal?
- What documents have you submitted to the casino for KYC verification?
- Does the name on the card match the name in your casino account?
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4 months ago
Hi.
It said my account was automatically verified so I did not need to upload ID and yes the name matches.
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4 months ago
Thank you very much, Kiyaaleigh19, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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4 months ago
Hello Kiyaaleigh19,
I'm Michal, and I've taken charge of your complaint. After reviewing your case, I must mention that due to the recent lack of cooperation from the casino in resolving complaints on our forum, the prospects of a favorable resolution to your complaint seem uncertain. Anyway, I will still try to contact the casino to see if we can help.
We would like to invite 32Red Casino UK to join the conversation.
Dear 32Red Casino UK
I would appreciate it if you could provide me with information concerning the rationale for the unexpected rejection of the player's bank card, the termination of the player's account, and the seizure of the player's winnings. If the information cannot be shared publicly, please forward it to me at michal.k@casino.guru
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3 months ago
We would like to ask the 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’ which may negatively affect its rating.
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3 months ago
Dear Kiyaaleigh19,
I have tried to contact the casino repeatedly but had no response from them. I’m afraid there is not much that we can achieve without cooperation from their side.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/), and submit a complaint to them. It collaborates with the UK Gambling Commission and has better options and tools to help players. The next step after that would be contacting the United Kingdom Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/complaints). Please let me know how the ADR responded and if they were able to help you with your issue (michal.k@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
