[Edited]: Cassava Enterprises - Self Exclusion Refund Discussion

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I was refunded£84 a few weeks ago I thought this was way to low so I emailed them last weekend saying I was going to complain to UK gambling authority as I believe I am owed more. I received an email Saturday saying they have refunded another£190 which I was made up. But I still think I'm owed more as there are sites I know I deposited on such as 777 casino which I have not been refunded for. So I've emailed them again will keep you informed

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Hi is any 1 reviving reply's to emails sent to cassava? I've sent a few emails and no reply over 1 week now

[christine1955]

Hi

 

On June 1st I received an email from Cassava Security Team and was a bit wary, was going to just delete the email but decided to investigate this further.

 

I emailed one of the casinos owned by Cassava and they verified the email was genuine, they also warned me that replies were not going to be quick.

 

I sent in details of my bank account and a few days ago received an update email to say that monies were approved and on the way to my bank account, yippee.

 

Fingers crossed I will receive this by end of week.

[cocopop3011]

Hi

 

On June 1st I received an email from Cassava Security Team and was a bit wary, was going to just delete the email but decided to investigate this further.

 

I emailed one of the casinos owned by Cassava and they verified the email was genuine, they also warned me that replies were not going to be quick.

 

I sent in details of my bank account and a few days ago received an update email to say that monies were approved and on the way to my bank account, yippee.

 

Fingers crossed I will receive this by end of week.

 

Well that's great news that only did you get a reply within just a few days but there's a refund on its way to you too! It would be great if you could keep us posted on when you get it too Chris.

[Richdun66]

Hi all well last week i finally after 9 weeks of no response whatsoever got an email from them the monies went in my bank today so I emailed them again asking to check records as I knew it wasn't right i was absolutely shocked to get a reply less than 45 minutes later stating that they have found further deposits to refund to me to have found this so quick leaves no doubt that they are trying to get away with refunding people short of their total deposits a blatant disregard for players and ukgc rulings

[Kbowie85]

Yes do check. I had a refund of 505. Wasn't sure at the time this was right. I basically emailed them back this amount cannot be right. If the correct amount is not paid I shall be reporting you where you would loose your licence. They replied with days saying oh we have investigated further back to 2012 and found more I am now waiting for a further 520 pounds. Sounds like they are trying to fob people off! Aqua pay were ones that was not orignally refunded. Couldn't come at a better time. Am I going to gamble it? No bloody way, I've learnt the hard way they are all crooks, rather save it.

[Cclarkee]

I received a payment over a month ago but after seeing several of other people posting how they have not received a correct refund I have now emailed them to look into it deeper and I have said I too will look into it, will keep you all posted on the outcome

[Afi4wins]

I have never really enjoyed playing at any of 888/Cassava group of casinos...their games just aren't as good....their websites don't navigate so well either...but I still have a few active accounts around. 

[cocopop3011]

Afi4wins, on 10 Aug 2017 - 06:13 AM, said:

 

I have never really enjoyed playing at any of 888/Cassava group of casinos...their games just aren't as good....their websites don't navigate so well either...but I still have a few active accounts around.

Same I was never a fan and 888 Casino was actually one of the first ever casinos I deposited at!

[Afi4wins]

Same I was never a fan and 888 Casino was actually one of the first ever casinos I deposited at!

 

Hmmm...okay...you and me, my dear...we always share the same things most of the time...

okay...okay...not all things though...for one thing, I don't have a body like yours! 

[Fiekie247]

I played Poker at 888 poker and made one withdrawal, that was before I knew about online casinos in general. Until about 6 months ago, they notified me that South African players cannot play on their website anymore.

[Cclarkee]

After seeing others on here question the amount refunded I thought I'd question cassava myself on the amount I received to which the have responded saying they have found more deposits made by myself and they will refund them, so I advised others to question their refunds all it took was a reply email to the original email they sent me with the reference number

[cocopop3011]

After seeing others on here question the amount refunded I thought I'd question cassava myself on the amount I received to which the have responded saying they have found more deposits made by myself and they will refund them, so I advised others to question their refunds all it took was a reply email to the original email they sent me with the reference number

 

Well at least their owning up and admit they found further deposits. I still think they're trying their best to get themselves out of this horrible situation.

 

Thanks for letting us know.

[Cclarkee]

It was a long shot and I said I would check into my bank statements myself which was a bluff and it paid off plus it doesn't cost anything to try your luck, happy days

[cocopop3011]

It was a long shot and I said I would check into my bank statements myself which was a bluff and it paid off plus it doesn't cost anything to try your luck, happy days

 

Haha!! Exactly dear! 

[jrpea00]

Hi All - saw this thread so thought i'd let you all know what happened in my case! I received the e-mail requesting my bank details on 1st June but they didn't specify an amount to refund or even what sites it related to. I replied asking them for further details before i sent my bank info and only got a response 2 weeks ago - a whole 2 months AFTER the original e-mail from them! They told me I was owed £1130 relating to a Moongames account. I gave my details and got the refund - great. But out of curiosity I checked my old statements online and found a LOT of deposits to Cassava from 2013-2015. So i sent a Subject Access Request to them asking for every bit of detail relating to when i opened accounts, when i self excluded and how many deposits I made AFTER self excluding. 1 day later i received another e-mail saying they were sorry for the error but after further checks they were going to refund a further £4,300. So that's £5,430 for me in total! Just goes to show - you MUST question their calculations, it seems they are most definitely not paying out the accurate amounts first time round in the hope that nobody will question it. 

[jzah]

This is interesting, I've sent an email saying I think I may have deposited more, which I think I probably did. Received an email from another account saying myself exclusion had been processed which is odd as hadn't requested self exclusion, hopefully this means they are looking into it.

[christine1955]

Hi

 

Has anyone got a telephone number for Cassava please?

 

 I was sent an email (after 2 months) to say my refund was being processed and being refunded to my bank, this was over 2 weeks ago, am I being impatient?, should I telephone them, an email query got the standard email response - we will be in touch etc etc.

[christine1955]

Hi all well last week i finally after 9 weeks of no response whatsoever got an email from them the monies went in my bank today so I emailed them again asking to check records as I knew it wasn't right i was absolutely shocked to get a reply less than 45 minutes later stating that they have found further deposits to refund to me to have found this so quick leaves no doubt that they are trying to get away with refunding people short of their total deposits a blatant disregard for players and ukgc rulings

Hi

 

Well done on your refunds.

 

Did you use the original email address to query further deposits, or is there another email address?

 

Thanks

Chris

[Cclarkee]

Chris I would definitely get in touch with them, it should only take 7 working days to get refunded from the processing email you received also there should be the number to call them on further back in this thread

[Richdun66]

Hi Chris I replied to original email sent by them and also [email protected] i think it's just a matter of time i think they have a vast amount of accounts to deal with so just a case of waiting it out good luck!

[christine1955]

Well it's now 6 weeks since original email and no response whatsoever to my emails pretty poor not to even send out automated response let alone an email to say this is taking a lot of time bear with us I've been looking through bank statements lots there that I am unsure off could do with a list of payment methods cassava sites have used if anyone has them

Hi,

I have found one, Cassavaent

[jzah]

After emailing they have told me the amount is correct, I'm still not sure if it is... Do they have any other names they would use on bank statement or pay pal. Just wanna go through and check my accounts now.

[christine1955]

Well that's great news that only did you get a reply within just a few days but there's a refund on its way to you too! It would be great if you could keep us posted on when you get it too Chris.

Just when I thought everything was going to plan- had an email to say Cassava had processed my refund and to wait 7-10 business days. This time has since lapsed so I telephoned Bingo security and they couldn't really do anything, although she did have copy email of the intended amount due to me.

 

I was told to get back in touch after weekend and they will email their security department to investigate.  I have given the correct account number and sort code, so can't understand what is going on here. 

 

Will update if and when I get my cash.

[MacdoniS]

Just when I thought everything was going to plan- had an email to say Cassava had processed my refund and to wait 7-10 business days. This time has since lapsed so I telephoned Bingo security and they couldn't really do anything, although she did have copy email of the intended amount due to me.

 

I was told to get back in touch after weekend and they will email their security department to investigate.  I have given the correct account number and sort code, so can't understand what is going on here. 

 

Will update if and when I get my cash.

That's great mate! May I ask if there's any catch from the refund?