[Edited]: Cassava Enterprises - Self Exclusion Refund Discussion

[christine1955]

Hi

 

None as far as I can forsee, only there is a delay due a technical hitch, promised it would be processed on Monday.

 

There's nothing worse when you are promised something and it doesn't happen- patience is a virtue eh.

[Kbowie85]

Bit off topic about cassava. But I noticed that I have a self exclusion in place with euro grand casino owned by William hill, yet I have been permitted to deposit with them over the last few years after my exclusion with there sister company. I spoke to an online rep who tried to fob me off saying they don't have access to euro grand. How do you start the ball rolling to get them investigated like cassava were? I don't think they understood the seriousNess of my query. I'm not going to let them get away with it. Come on people, people power! Let's get our money back!!!

[christine1955]

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

Further update on my refund, had an email on Saturday morning with an apology for the delay due to a technical hitch, supposed to be paying me within 7 working days so that takes me up to next week.

 

Very frustrating

[Jsans1]

I questioned my refund I got a reply on Friday saying all my accounts had been checked and the amount of 390 pound has been refunded I got refunded 250 in June so I take it they owe me another 390 I replyed but surprise no answer haven't received money yet let's hope I do

[Cclarkee]

I question my refund 2 weeks ago and they responded within 48 hours saying they owe me another 300 to which they paid within 4 days which was fast

[Jsans1]

Well hopefully I get it this week

[Jsans1]

Still no money and the lack of communication is terrible

[christine1955]

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

Received my refund at last yesterday, so glad that is sorted. 

[Jsans1]

How long did it take to revive you're refund I got a email last Friday with a amount to be refunded but still waiting

[Vic2013]

Hi all just wondered I self excluded on glitterbingo what are their sister sites could u request a refund ? From jackpot joy are they part of them

[fb_10153397442112944]

Hi all would like to give an update, I was originally refunded £94 I wasn't happy with the refund as I new I deposited more under self exclusion so I then complained and revived anther £190. I still wasn't happy so I continued the complaint, I must have sent about 50 emails to various departments and now have received another email saying they found another account and are refunding a further £195 so I do insist people follow up complaints if there not happy with there refund.

[ValDes]

Hi all would like to give an update, I was originally refunded £94 I wasn't happy with the refund as I new I deposited more under self exclusion so I then complained and revived anther £190. I still wasn't happy so I continued the complaint, I must have sent about 50 emails to various departments and now have received another email saying they found another account and are refunding a further £195 so I do insist people follow up complaints if there not happy with there refund.

 

Thanks for the update, Andy.

 

Seems like this whole process of refunding self-excluded players is still a total mess and chaos.

 

Hope more of the posters here will update too, maybe some of them had some better luck than you and got refunded correctly from the first time.  

[annonymous]

Just wanted to let people know my experience. Cassava emailed me saying they were refunding me £430 due to opening an account after self excluding. I received that and sent them another email asking them to double check the figure was correct. They then sent me a further £200 after looking again so I have asked them to look again over more network sites. I have also requested they send me a breakdown so i can cross reference with my records. I am waiting to hear back regarding this.

[Claire481]

Hi. I hope someone can help me. I have had numerous accounts on sites operated by Cassava. I have frequently closed accounts when my gambling got out of hand only to reopen others also run by Cassava. I might not have always been explicit about using the term 'self-exclusion'. Sometimes,when asked why I want to close the account I have said that I am gambling too much. I have now joined GA and feel very angry about companies like Cassava who have had thousands off me when it was clear I had a problem. I haven't received one of these emails mentioned in this thread but I have written to most of the sites I can remember being signed up to asking for a full history including my correspondence to them. Is anyone else in this position ?

[GiveItASpin]

Alright everyone,

I had same email (bar how much they was refunding) on 06.10.16 and emailed them back multiple times, still no reply but il await a reply of my refund offer.

 

I banned myself from 888 YEARS AGO and since then I dont know which sites i have used under Cassava, I know i used Foxy Bingo/Casino with around £200 in deposits so theres a start I guess.

 

How long from receiving first email the recieving refund amount was it for you lot and can anyone name a load of sites the Cassava use, not bingo though as I rarely used them.

Thanks

[smileyaggi]

Hi guys 

 

I to have received this email about failing systems at cassava, suppose they have to call it something. I received it on the 06/10 and emailed my new bank details after reading the threads here. I then emailed today to enquire and was given another automated email advising another 5 days for an operator to respond. So will just have to wait, although bit worried as do not have the cards I played on anymore. I do not know how much my refund will be but... I do have  lot of sent exclusion request emails. I am not proud of it but I do have a gambling addiction, took 7 years to realise and one day of clarity to see it. Thank god some of my relatives and friends are addicts and through there recovery and sharing I came to realize I was in deep do do if it continued on this path.

 

Anyway this is not counselling session ... I am banned off every conceivable site and therefore have no way of knowing or even how to calculate the deposits I have made concerning cassava enterprises, let alone anyone else.. I started to feel ashamed after I got to 15 + but.... I,m in a good place now and been able to see the damage gambling does, so to have some money back to me is a bonus dream come true, because in some instances I think I knew I wasn't going to get paid out, but I kept signing up and playing anyway. So some of that responsibilty is mine, cause no body forced me. Such is the mentalness of addiction. I think its a good thing they are refunding people and taking responsibility, my worry is now what bank details do they use? I have sent my new ones but that is not the card I have ever used. Anybody else in the same position? And been paid out on the new card?

[GiveItASpin]

Hi guys 

 

I to have received this email about failing systems at cassava, suppose they have to call it something. I received it on the 06/10 and emailed my new bank details after reading the threads here. I then emailed today to enquire and was given another automated email advising another 5 days for an operator to respond. So will just have to wait, although bit worried as do not have the cards I played on anymore. I do not know how much my refund will be but... I do have  lot of sent exclusion request emails. I am not proud of it but I do have a gambling addiction, took 7 years to realise and one day of clarity to see it. Thank god some of my relatives and friends are addicts and through there recovery and sharing I came to realize I was in deep do do if it continued on this path.

 

Anyway this is not counselling session ... I am banned off every conceivable site and therefore have no way of knowing or even how to calculate the deposits I have made concerning cassava enterprises, let alone anyone else.. I started to feel ashamed after I got to 15 + but.... I,m in a good place now and been able to see the damage gambling does, so to have some money back to me is a bonus dream come true, because in some instances I think I knew I wasn't going to get paid out, but I kept signing up and playing anyway. So some of that responsibilty is mine, cause no body forced me. Such is the mentalness of addiction. I think its a good thing they are refunding people and taking responsibility, my worry is now what bank details do they use? I have sent my new ones but that is not the card I have ever used. Anybody else in the same position? And been paid out on the new card?

 

Alright mate, It wont matter.. they pay out via bank transfer your cards will have no influence dont worry.

[smileyaggi]

Ok thanks for that as I do t have any of the cards as they were closed by me as I now have s restricted card I can’t gamble on thank god but thanks for getting back to me. I just wondered as a previous member had a refund to a card used in a transaction to cassava that’s all

[Welshbabe1981]

Having seen this tread I also sent my details to the email ,, after calling the number that i seen in one of the treads the woman on the phone wasn't prepared to help so i just another email which had a response this morning saying money will be in my account .. in 7 days time wooo hooo how ever i didn't really pay much attention to what was sisters sites but after reading up on this i found a lot more that i've played on  and the amount is no where near what it should be ... has anyone send a email back saying its incorrect ?? 

[GiveItASpin]

been over a week since i send bank details still no reply, keep going on foxy chat and they keep re-escalating but nothing is happening.

[smileyaggi]

Having seen this tread I also sent my details to the email ,, after calling the number that i seen in one of the treads the woman on the phone wasn't prepared to help so i just another email which had a response this morning saying money will be in my account .. in 7 days time wooo hooo how ever i didn't really pay much attention to what was sisters sites but after reading up on this i found a lot more that i've played on and the amount is no where near what it should be ... has anyone send a email back saying its incorrect ??

[smileyaggi]

Having seen this tread I also sent my details to the email ,, after calling the number that i seen in one of the treads the woman on the phone wasn't prepared to help so i just another email which had a response this morning saying money will be in my account .. in 7 days time wooo hooo how ever i didn't really pay much attention to what was sisters sites but after reading up on this i found a lot more that i've played on and the amount is no where near what it should be ... has anyone send a email back saying its incorrect ??

[smileyaggi]

From what I have seen and researched they give you an offer and people that have questioned that and had necessary proof they have came back with another offer. Not always mind you but in a lot of cases they have found more. Hence I am waiting to see what they offer as I am going to ask for a SAR because thinking back I was excluded from lots of sites on cassava and won 2,500 and was refused the withdrawal on top of that I have self excluded from way back 2011 and although cassava from what I have read weren’t part of the UKGC then I have loads of sent emails from at least 15 sites after 2013 so will be interesting to see what I get. And that was just the bingo sites a have not added the casinos. I do need an ultimate ban as I have a gambling addiction. But i can honestly say am chuffed to bits to get a thing back...

[smileyaggi]

From what I have seen and researched they give you an offer and people that have questioned that and had necessary proof they have came back with another offer. Not always mind you but in a lot of cases they have found more. Hence I am waiting to see what they offer as I am going to ask for a SAR because thinking back I was excluded from lots of sites on cassava and won 2,500 and was refused the withdrawal on top of that I have self excluded from way back 2011 and although cassava from what I have read weren’t part of the UKGC then I have loads of sent emails from at least 15 sites after 2013 so will be interesting to see what I get. And that was just the bingo sites a have not added the casinos. I do need an ultimate ban as I have a gambling addiction. But i can honestly say am chuffed to bits to get a thing back...

[Claire481]

What are people's thoughts about compound interest on these amounts taken unlawfully? They owe me at least £1000 since 2012. Probably more as I am pretty sure I self excluded before the date they say. My lawyer has suggested they should pay interest on this amount.

Their practices are shocking.