32Red Casino UK - Player’s requesting a full deposit refund.

Had an account with unibet deposited a lot of money, account was closed I in the end sent an email stating I was suicidal due to problem gambling. Police visited my home to check my safety. At the same time I had an account with 32red also part of kindred group. 32red did not apply any restriction on my account after suicidal email. Kindred state that they exclude across all their sites. They say they have acted accordingly and now refuse to answer any emails, I asked for my complaint to be escalated but I have heard nothing for 11 days despite me asking for an update. UKGC clearly state casinos have a duty to prevent gambling related harm. I think kindred 32red should have closed both accounts (unibet and 32red) when I said I was suicidal from gambling. But because I didn’t specifically ask to be self excluded they are not interested. I have asked for a refund of deposits from when I sent my email to them stating how I was feeling as a result of gambling.

Dear Kossy1,

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. Could you please clarify when exactly your first account (Unibet) was blocked and forward the cashier history from 32Red Casino? Additionally, I’d like to request from you any relevant communication regarding your self-exclusion. My email address is petronela.k@casino.guru. Have you specified in that request the reason why your account should be closed and for how long?

I understand that it might seem like a lot of questions and queries, but all the requested information and supporting evidence are essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi

unibet account was suspended on 5/07/20.

the issue I am having is I didn’t specifically ask for self exclusion. I did however send an email stating I was planning suicide as a direct result of gambling. I will forward that to your email address.

unibet and 32red are both kindred group. I was under the impression that casinos had a duty of care to prevent gambling related harm? When I sent the email I was clearly not of sound mind but kindred did not think it was their responsibility to prevent me from using their casinos (32red). I was able to deposit at 32red for a further few days spending £1488 after I sent this email. I then contacted 32red asking to take a break.

I did not know until recently that they were both part of the same group.

I will also email you PayPal transactions for 32red as all payments were made through PayPal.

Thank you, Kossy1, for forwarding the relevant communication. However, I still have a few more questions. Your Unibet account has been blocked on 5th of July 2020, is that correct? Do you still have the email based on which they suspended the account? The one that you have forwarded is dated from 5th of September 2020. Looking forward to hearing from you.

Dear Kossy1,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello my account with unibet was closed by their responsible gambling team on 5th July 2020. The email detailing intention to end my life as a result of gambling was sent on 5th September 2020. Can I change the amount I am requesting a refund for? The deposits made to 32red after their responsible gambling team closed unibet account is £3499. I was deemed too much risk then and account was closed indefinitely but I was still allowed an account with 32red also part of kindred.

Do I understand correctly that you’ve requested the Unibet account closure (no self-exclusion) on the 5th of July 2020 and two months later you sent the email "gambling kills people. Please publish"? An actual request to self-exclude yourself from any of these two casinos (Unibet or 32Red) has never been sent directly to their customer support, is that right? Thank you in advance for your reply. 

Unibet responsible gambling team closed my account in July. I didn’t request self exclusion. 2 months later I did send an email titled gambling kills. No self exclusion was sent to 32red before my account was closed.

unibet and 32red are both part of kindred group who operate a group wide exclusion.

I understand that casinos have a duty of care to prevent gambling related harm?

I understand that, but have you requested an account closure or a self-exclusion from the Unibet Casino?

Please allow me to explain the difference between closing an account and a self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What a player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost none impact - player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if casino failed in this, the player may ask for a refund.

The responsible gambling team at unibet closed my account. I did not ask for this. I had displayed a lot of signs of a problem gambler.

I have requested a SAR from both unibet and 32Red.

I have screen shots of live chat where it says that unibet responsible gambling team closed my account and I would never be able to have another with them. I can send you these in an email?

I did have to go on live chat twice as the first agent said I was not allowed to have an account with unibet and then disconnected.

that being said if I wasn’t allowed an account with unibet, given 32red are the same group that would imply I should never have been able to open an account t with 32red either? Which ofcourse I was and able to deposit £3499

I fully understand your point of view. Please forward the screenshots of the live chat conversation. My email address is petronela.k@casino.guru. Thank you in advance.

I have emailed you screenshots as requested

Thank you very much, Kossy1, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I will now try to contact 32Red Casino and let them know about your issue.

Dear Kossy1,

We could reach the casino. However, all they said is that you should contact their customer support so it looks like we won't be able to get a direct answer from them here on our site. Could you please advise if there is any update regarding the case?

Hello I have been speaking to their customer support, they have said they have provided their final answer and will not respond to me anymore.

Dear Kossy,

Could you please provide us the last communication with the casino where they stated their final decision? Please send it to nikolas.b@casino.guru.

Dear Kossy1,

We haven't hear from you in a while. Please note, if you won't respond to us within the next 7 days, the complaint will be rejected.

The complaint will now be rejected as we haven't receive any answer from the player within the given time.