32Red Casino UK - Аккаунт игрока заблокирован.

They blocked my account without any notice, very unfair site! I deposit £1000 after I deposit another £100 from my other account , they blocked me , already past 7 months nothing sorted. Don’t trust this site !

Dear ausrasong,

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 advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

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

Hi there

I registered for the first time on them site on 01/10/2020. I used to make payments either through Paypal or with a card. Last year, somewhere in April i won £1000, everything was ok, very easy withdraw money .

In June, I thought I play with them again. I can't say exactly what game I played, probably the Dog house ,I can’t log in , can’t remember. But haven’t received any bonuses, no winnings. I spent about 1000 or more from Paypal and then I made a deposit from my other card around £100. The next day I wake up, I can't log in to my account.

, blocked. I sent them what they asked for ,but they blocked me anyway, saying a third part payment I used , don’t even understand how is that third party payment if it’s my husband card . They didn’t ask for any further information. Very strange! And if they closed it permanently, why is still blocked ?

thanks

Thank you, ausrasong, for the clarification. I have checked the general terms and conditions, and this is what I found (here):

"When using a debit card or online payment service, You must make sure that the name on the card or payment service is the same as the name used for Your Account. We are entitled to assume that You are using Your own funds and we accept no liability where that is not the case. We reserve the right to void any bets and withhold any winnings placed with third party funds."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Could you please advise if the bank account belongs to both of you (you and your husband) or if he's the only owner?

Dear ausrasong,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.