The player from the United Kingdom found his 32red casino account blocked after an update, despite having had no prior issues and possessing a verified account. He had been unable to retrieve his £130 balance and received no resolution after 7 days of communication with customer service. The issue was resolved after he managed to speak with a customer service operator who informed him that the problems were due to a technical issue affecting multiple players. Following this interaction, the player successfully completed his withdrawal.
32Red Casino UK - Player's account is blocked, funds are delayed.
Resolved
Our verdict
Case closed
Amount: £130
32Red Casino UK
Safety Index:Very highCase summary
Discussion
Public
Public
9 months ago
I had been using 32red for some time with no problems.My account was verified.Their site went offline for an update.After this was completed I tried logging into my account to find it blocked.This was 7 days ago.I have been on their chat service and all I get from them is that they are looking into it.I also asked them to return the £130 i had in my account to my bank but was told that it's not possible.Surely this should have been resolved by now,this is why I'm very concerned I won't see my money again.
Public
Public
9 months ago
Dear Shezza999,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 32Red Casino UK.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], 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,
Tomas
Public
Public
9 months ago
Hi,I've managed to get a withdrawal today by speaking to one of their customer service operators on chat.They also told me that the problems arose from a technical issue and many people are affected which is causing the delay in re opening accounts.The other advisers I've spoke to during last week weren't helpful at all but managed to sort it today.So I won't be requiring your services any further in this matter..Thanks anyway.
Public
Public
9 months ago
Dear Shezza999,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
