OMG the exact same thing happened to me!!! I was literally 800 points away from Gold level last October, called to check when the deadline was, agent told me “keep playing until the first” and I stayed up till 1am grinding to get those points. Next day they refused to upgrade me saying I missed some hidden deadline they never mentioned!!! Total scam artists. I’m moving to Duelz Casino – they give 10% cashback EVERY FRIDAY in REAL CASH not bonus funds with impossible wagering. Plus their dueling system is way more fun than collecting stupid rubies that are worth basically nothing (1,000 rubies = only £10 lol). 32Red used to be good but they’ve gone downhill massively since that merger. Anyone else notice how they’ve removed the ability to track your own points progress on the dashboard too? Now you have to call in just to find out where you stand. Proper dodgy that.