32Red Casino UK - Player's winnings are threatened by casino's claim of an overpayment.

Last year I played a tournament I thought I have won £2000

however ,after couple of month got Email they want the money bk (without even telling me they already gone to my Bankaccount to get the money) because it was a technical problem and I have to Pay it back. I alled the Kindred Group to find out , but they in the nothern country sweden or danmark the ask mefor the details wich i gave them they said they will be in contact with me, never heard bk. than febr . got a phonecall from a women telling me I only need to pay back £1500 ,i ask her if she could wait as my husband may understand her better.Language issue , Spoken to my Bank they told me i do not need to pay the money back as its their problem, now I won on their side on the 24th of may over £200, withrawn £180.00 after the Bankholiday money still was not in my Paypal account. So I called them why, they told me through technical Difficulty plenty of players still waiting , than got a email the Moneys got withold as I owe them £2000 they like to get it paid bk , still have the Email saved-it is saying----32Red- wd [Incident: 240524-004311]

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supportuk@32red.com

13:43 (3 hours ago)

to me

Hi Gudrun,

Thank you for your email.

I can confirm you did not win this money, and this was an overpayment. 

We would ask that you send us the amount you have remaining from the overpayment as soon as possible so that we can inform our finance and legal team.

We do not advise you get into any financial debt to return the funds to us so please just return the funds you have available to you.

We will confirm the action with our legal team. We will be in touch if we need any further information but please rest assured that we will not pursue legal action so long as the funds you have remaining are returned.

Please let us know if you need any further assistance.

Kind Regards,

George. 

than hrs later got another e-mail-

Dear GUDRUN,

We noticed that you have recently used PayPal as a payment method on your 32Red account. As such, we wanted to let you know that we are updating our payment options at 32Red and as from the 3rd June 2024 PayPal will no longer be available as a payment method.

Whilst we appreciate this may cause some inconvenience to you, we would like to take this opportunity to introduce a brand new payment option - Instant Banking. This new, cutting-edge payment method offers an easy and safe way to deposit and withdraw from your account. With this new Open Banking payment option, you'll have payments directly authenticated by your bank in a secure and trusted way. It's quick, simple and now available on our banking page.

In addition, we would like to remind you that we have a range of other payment methods available on 32Red such as Visa/Mastercard, which can also be found on our banking page.

We appreciate your understanding and cooperation on this matter.

Should you have any queries, please don't hesitate to contact us.

Kind regards,

32Red

as I always pay over paypal and do never use my Card appart from shopping . as i am disabled.and can not go out without help , plus my bank did advised me not to use it on gambling places.

now I just do not know what i should do

Regards Amber70

Dear AMBER57,

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. 

• Did the casino explain why your winnings were credited incorrectly?
• When did you receive the withdrawal of these winnings?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina

Thank you for your reply.

No they hve not explained why the moneys gone into my Bank appart from -their was a technical difficoulty-,the only explnation I got, was onthe 29 Mai2024-

supportuk@32red.com

29 May 2024, 13:43 (23 hours ago)

to me

Hi Gudrun,

Thank you for your email.

I can confirm you did not win this money, and this was an overpayment. 

We would ask that you send us the amount you have remaining from the overpayment as soon as possible so that we can inform our finance and legal team.

We do not advise you get into any financial debt to return the funds to us so please just return the funds you have available to you.

and this was on the 25Mai

We will confirm the action with our legal team. We will be in touch if we need any further information but please rest assured that we will not pursue legal action so long as the funds you have remaining are returned.

Please let us know if you need any further assistance.

Kind Regards,

George. 

and this was on the 25Mai2024

240524-004311 Your experience with 32red

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kindre...@mailln.rnmk.com

Sat, 25 May, 02:03 (5 days ago)

to me

Hi Gudrun,

Thanks for contacting 32Red customer support.

We’d love to hear about your experience.

Please tell us how we did by taking our short survey.

Thanks for playing with us. 

The 32Red Team

to give you the exact date i will check it up at paypal and send it to you.

Regards

Thank you very much, AMBER57, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello AMBER57,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 32Red Casino UK to join the conversation and participate in the resolution of this complaint.

Dear 32Red Casino UK,

Can you please provide further insight into the situation? How did the overpayment happen?

Kind regards,

Adam

HELLO ADAM

THANK YOU FOR HELPING , I HAVE JUST CHECKED MY BANK THE TRANSACTION GOT PAID IN ON THE 19 OCTOBER 2023,

NORMAL I GET THE WINNINGS TO PAYPAL

ALSO IF I GET ANY MONEY BUY CARD IT IS ALWAYS THE AMOUNT AND A SECURIDY CODE ON IT WITH THE NAME OF THE CASINO

THIS TYPE OF TRANSACTION NONE SECURITY CODE NOR CASINO NAME

REGARDS

IN THE PAST I HAVE USED MY CARD TILL MY HUSBAND ADVISED ME NOT TO, SO CHANGED IT TO PAYPAL

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.

Hi, Adam thank you for carry this complain i put to your attention, all I am getting from them is just invites to play on their side again. Which i have not done, since I asked you to help. Nor will I go there in Future.

Regards

Hello AMBER57,

I have now also reached out to the casino via Skype, I will let you know if I get a response.

Kind regards,

Adam

Hi Adam

Thank you letting me know, very much aprigiated.

Have a safe and good Day

Regards

Dear AMBER57,

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 if you need help with filling in the form or how the ADR responded if you can do this on your own (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam