32Red Casino UK - Player’s winnings have been cancelled.

Hello! Please help me resolve my dispute with 32red Casino.

On August 03, I received a request from the casino to provide documents. On the same day I sent to the casino: driver's license and bank statement.

On August 05, I could not log into my account due to its blocking.

My payment wallet received funds in the amount of my deposit, but the casino refuses to pay out the winnings of $ 132.5.

I have repeatedly contacted the casino with a request to clarify the reason for blocking and confiscation of winnings, but the casino does not provide any information referring to a "business decision", it also indicates clause 12 of the Terms and Conditions. I have studied this point in detail, it says that the casino has the right to block the account and keep the winnings, but only in case of violations on my part.

I, in turn, did not violate anything.

I will be very grateful to you if we jointly manage to return my winnings.

Dear P5ther,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found https://www.32red.com/terms-and-conditions:

"12. Termination of Account

We reserve the right, at our reasonable discretion, to close your account and/or void any bets or stakes and/or withhold your account balance and/or recover from your account the amount of any affected pay-outs, bonuses and winnings and/or implement a permanent ban from our Services for the following reasons:

we, acting in good faith, have reason to believe that you are in breach of a provision of these Terms of Service including but not limited to sections 2.1 and 2.2 in respect of underage gambling and the use of our Services in contravention of the laws of the country in which you are located and section 8.2 in respect of promotional and bonus abuse

we become aware that you have used or attempted to use the Services for the purposes of fraud, collusion or unlawful or improper activity;

we become aware that you have played at any other online gambling site or services and, in connection with the same, are suspected of fraud, collusion (including in relation to charge-backs), cheating or unlawful or improper activity;

you fail to provide us with accurate information in relation to your account;

we, acting in good faith, have reason to believe that you have opened or are using multiple accounts or a duplicate account;

you misuse our websites or products;

we discover that you are accessing the Services in contravention of the laws of the country where you are located;

where we have taken the steps to void a bet or wager for one of the reasons set out in this section 12.1 above, your actions leading to that shall be considered a breach of these Terms of Service and shall entitle us to close your account;

we are required to do so by any regulatory authority or court; or

you become bankrupt, if you do not make payment of a court judgment on time, if you make an arrangement with your creditors, or if any of your assets are the subject of any form of seizure or if analogous proceedings are brought in relation to you anywhere in the world.

You agree to compensate us for any costs, charges or losses sustained or incurred by us (including any direct, indirect or consequential losses, any loss of profit and any loss of reputation) arising where we close your account in accordance with section 12.1 above."

Could you please advise if you have redeemed any promotional offers from this casino previously?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Guru! I have not used any promotions from the casino.

I have studied the casino rules in detail. And in accordance with clause 12, blocking my account is possible only in case of illegal actions on my part. The casino does not indicate that I have violated and does not provide any evidence. I am sending you screenshots of the casino correspondence to your email address.

Hope for help.

Thank you very much, P5ther, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear P5ther,

I’ll be taking care of your complaint from now on. I’ll contact the casino and try my best to resolve the issue.

I would like to invite 32Red Casino to join this conversation.

Dear 32Red Casino,

Can you please explain the reasoning behind your decision to block P5ther’s account without a refund?

We would like to ask 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’.

Dear P5ther,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

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

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did. I strongly recommend contacting the casino’s Licensing Authority (Gibraltar Gambling Commissioner) or the casino’s ADR (eCOGRA or IBAS).

Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.