[Edited]: Cassava Enterprises - Self Exclusion Refund Discussion

[Tf1980]

I’ve just started the ball rolling on this as I, like many, thought this was a scam. I received the emails a good few months ago and didn’t act after reading other forums which assumed it to be spam. Anyway....I received letters in the post to the same effect and stumbled across this thread. Has anybody claimed back recently? Do we know if the communication has speeded up? I emailed back yesterday to ask if I was due a refund before sending any details. I know some have waited weeks for responses in the summer, would come in handy for Xmas anything I am due back! Also, does anyone know if other casinos are being investigated in this way?

[Ladynew76]

Hi

 

Like many received three separate emails to three separate email addresses back in June and managed to miss all three! Got another one to just one email address again in October and replied, to which I got a refund of £10.00.

 

I like many others believed this to be incorrect and so have married up bank statements with email self exclusions and realised that this figure is far from the correct amount.

 

Never realised 777 moongames foxy and 888 were all ran by the same licence and so like others here after self excluding with 888 went on to open other accounts elsewhere.

 

The fact they sent me the same email to three diff accounts makes me believe they 100% owe me more than £10 as min deposit is £10 at most places and if they’ve picked up at least three diff emails that suggests at least three diff accounts affected?

 

Anyway I questioned this and they ignored the content of my email and just said payment on its way (this was about 30th Oct) I responded again on 6th November and still no response. Ive sent them all my email addresses, my home addresses which would have been used and asked them to check again.

 

I’ve phoned and been told to email again, but I’m starting to get rather annoyed now with the lack of response. I am going to write a new email shortly using the incident number they provided in the original email but I can confirm they are still as slow as they appeared to be in the summer at actually assisting people.

 

The best of it all is I actually have an email I sent in 2015 querying why they’ve let me open a foxy account when I attempted to open an 888 account and it got closed due to self exclusion and it was at this point I realised foxy was a cassava site. They closed my foxy account there and then but fobbed me off saying it’s not their problem and I shouldn’t have opened the account in the first place! Which is correct but then they are so sneaky and don’t make it clear at all about how all these sites are linked. I suppose this proves how right I was at the time, but I’m concerned they will say the foxy account wasn’t self excluded but only closed as they closed it themselves after my email.

 

I’m also still receiving advertising emails from places like nova bingo despite all of this... they don’t seem to be learning their lesson at all!

[Norland27]

I had the same email. I then received a letter from 888 holdings asking me to email this email address. They replied after a week to say I will be refunded £380. However, they needed my bank details. I gave bank details of an account that never has any money in, that was a week ago and haven't received a refund as yet. Just emailed them back.

[cocopop3011]

I had the same email. I then received a letter from 888 holdings asking me to email this email address. They replied after a week to say I will be refunded £380. However, they needed my bank details. I gave bank details of an account that never has any money in, that was a week ago and haven't received a refund as yet. Just emailed them back.

 

I'm sure you'll receive it maybe just be a bit more patient and have a little faith.

[Tf1980]

I’m getting very very annoyed with all of this now

[Nickball07]

I am in the same boat I have the bank statements proofing my deposit but the only thing is am not sure what site I deposited on as every site that rings a bell says I don’t have an account wether they disabled my account and I no longer can sign in but I have the proof and sent them copy’s but still can’t find any of the accounts so makes me think there committing fraud

[Ladynew76]

So a quick update in that I have no further answers from Cassava at the moment.

 

My first point of contact with them was 25/10 to which I received a £10 refund on 6/11. Since then no actual answers on anything I’ve asked them. I’ve asked on at least 3 occasions what that £10 was for and when the deposit was made as I fail to see anywhere on a statement a single deposit of £10.

 

I’ve sent over bank statements from March 17 clearly showing four separate deposits totalling a reasonable sum of money that is so clearly deposited after a 5 year exclusion back in 2015 which again I’ve sent evidence of..

 

The problem I think is I have no idea what site those deposits were made on. I’ve searched my emails and fail to find receipts or account openings around that date.

 

I have been promised all sorts of contact, 5 business days, 48 hour manager response blah blah blah it’s all very messy at their end it appears. I’ve worked in customer service all my life and I know it can be difficult but they are in no way helping their situation by basically palming people off.

 

I am going to continue to persue this and keep you updated if I do finally get somewhere.

[Ladynew76]

Coincidence or not, who knows, but received a reply from cassava just refunding me another 101x the original amount! Another £1010 is due back to me opposed to the original £10 they stipulated.

 

It’s worth checking bank statements and such and ensuring all is as cassava say it is!

 

Good luck all and fingers crossed I have no problem with the refund now!

[Kivan]

If you are planning to play with them in the future, I'd suggest to send them the information they required from you. I did send them my bank details in order to receive my withdrawals and no strange things happened

[Khenrys]

I haven’t received one of the mentioned email however I have spent thousands across countless sites. How do I go about claiming back my deposits when I don’t know which sites belong to which companies?

[ValDes]

I haven’t received one of the mentioned email however I have spent thousands across countless sites. How do I go about claiming back my deposits when I don’t know which sites belong to which companies?

 

Assuming you are an UK player, here's a short list of steps to find the necessary licensing info: 

 

1/ Go to UKGC Find Licensees page - https://secure.gamblingcommission.gov.uk/PublicRegister/Search

 

2/ Type the name of the company and/or casino operator you are interested in, let's say 888 Casino - https://prnt.sc/hv9urh

 

3/ The same company and/or brand could be licensed with one or more of its operations, so you'd better click on the results until you find the required piece of info. In our case that would this one here - https://prnt.sc/hv9vh2

 

4/ Voila! Now you have a huge list of casino operators to check and I assume, a countless number of SE related emails to write as well. 

[Actualplayer]

Great info Val Des.

 

These self-exclusion refunds should be automatic in my case. Too much work for players.

[nippsan89]

Well can someone help me here, i contacted the 888 network because of my knowledge of Self-excluding in 2012. I got this reply saturday 1/13 - 18.

"Dear Niklas,

This is the Bingo Security Team.

Thank you for your email. We have reviewed the situation and found that you had self-excluded yourself from 888poker on 05th December 2010.

Therefore Niklas, deposits made on other accounts held with Cassava Enterprises (Gibraltar) since the above date should not have been permitted in accordance of our Responsible Gaming Policy. As such, we need to refund you £2140. In order for us to proceed, we will require you to provide us with your bank details. The information required is as follows:

- Your Bank name.
- Your Bank Account number.
- The Name of Account holder.
- The Sort Code. 

Providing accurate information is essential for any transaction, if you are not certain about these details, please contact your bank. 

Thank you in advance for your time and cooperation.

Regards"

 

 

I did respond to this email and gave them the information they needed. I also uploaded a complaint on the resolver.co.uk page. After this I have not recived any respons from them, i have sent them some new replies to the first email they sent. I also called them yesterday and today and asked them if they had any information. They told me that I have replied to the email 3 times and therefor my email keep getting to the "last of the list" is this correct? 

Got the answer that i might get a answer monday next week. Will they even answer me or give me the money? :S


 

[Cclarkee]

Niklas do as they say and send off the required documents by replying to their email and you should get a notification that they have received you email then within 7 working days you will be refunded the amount they state. it's not a scam although it looks like one it's actually genuine

[Cclarkee]

sorry Niklas I just seen your full post, it never popped up on my feed, I saw give it till the middle of next week and if you don't hear anything then try ringing them again and you will definitely get your money it's just a matter of when

[Cclarkee]

sorry Niklas I just seen your full post, I would give it till middle of next week and if you haven't heard anything from them then give them another call, and you should definitely get your money it's just a matter of when

[nippsan89]

Thanks for the answer, i keep you updated

[nippsan89]

Is this correct?

 

Responsible Gambling [incident: 180109-002342]

CE

 

Cassava Enterprises <[email protected]>

lö 2018-01-20 14:03

Inkorg

Till:

[email protected];

Du svarade den 2018-01-20 14:42.

Evernote

Subject

Responsible Gambling

Question Reference # 180109-002342

Response (20/01/2018 02.03 PM)

Dear Niklas,

 

This is the Bingo Security Team.

 

Thank you for your email and for your patience in this matter.

 

We have checked your membership further and see that since you are a resident of Sweden, your membership is not covered by the UK Gambling Commission ruling. Therefore, with regret no refund will be paid on this occasion.

 

Niklas, we would like to also clarify the matter further. We are only concerned with accounts from the UK that have been able to register and deposit into account since November 2014. Self-exclusions that took place prior to this date does not qualify under the rules enforced by the UK Gambling Commission.

 

We do sincerely regret any inconvenience or misunderstandings that may have been caused. In order to eliminate future misunderstandings, please adhere to our request and refrain from opening further accounts with any gaming site operated by any entity within the 888 Group (specifically including Cassava Enterprises (Gibraltar) Ltd and 888 UK Limited). Such accounts will be closed as soon as they are detected and the relevant operator may, at its sole discretion, withhold all deposited and related monies in relation to such accounts.

 

Thank you for your cooperation.

 

Regards,

 

Bingo Security Team

[email protected]

 

 

 

 

 

Im I shock, so players from outside uk cant get a refund?

[Cclarkee]

that is true, it's because the UK licensing laws are different to the rest of Europe and if 888 don't follow them they could lose their license that's why they are trying back pay all UK residents, sorry to hear you ain't getting any refund mate.

[ValDes]

Is this correct?

 

Responsible Gambling [incident: 180109-002342]

CE

 

Cassava Enterprises [email protected]>

lö 2018-01-20 14:03

Inkorg

Till:

[email protected];

Du svarade den 2018-01-20 14:42.

Evernote

Subject

Responsible Gambling

Question Reference # 180109-002342

Response (20/01/2018 02.03 PM)

Dear Niklas,

 

This is the Bingo Security Team.

 

Thank you for your email and for your patience in this matter.

 

We have checked your membership further and see that since you are a resident of Sweden, your membership is not covered by the UK Gambling Commission ruling. Therefore, with regret no refund will be paid on this occasion.

 

Niklas, we would like to also clarify the matter further. We are only concerned with accounts from the UK that have been able to register and deposit into account since November 2014. Self-exclusions that took place prior to this date does not qualify under the rules enforced by the UK Gambling Commission.

 

We do sincerely regret any inconvenience or misunderstandings that may have been caused. In order to eliminate future misunderstandings, please adhere to our request and refrain from opening further accounts with any gaming site operated by any entity within the 888 Group (specifically including Cassava Enterprises (Gibraltar) Ltd and 888 UK Limited). Such accounts will be closed as soon as they are detected and the relevant operator may, at its sole discretion, withhold all deposited and related monies in relation to such accounts.

 

Thank you for your cooperation.

 

Regards,

 

Bingo Security Team

[email protected]

 

 

 

 

 

Im I shock, so players from outside uk cant get a refund?

 

Just a quick advice... 

 

Instead of wasting time an energy with shocks, you'd better contact Cassava back with the simply yet reasonable request to clarify if your gambling activities with them are not falling under the UKGC jurisdiction then what other regulatory body they must have been licensed by in order to accept money and offer you gambling over the internet. Once they clarify the name of the relevant regulatory body feel free to contact them immediately and file a formal complaint if you believe your rights as a player have been somehow infringed by Cassava. 

 

Hope the above helps. 

[nippsan89]

Thanks, i sent them and email and asked this, i think it sounds crazy that player outside UK dont get treated like other players that are from the UK. :S Im so confused right now.

[nippsan89]

Got a new reply now from them. Is it no chance for me to get a refund?

 

 

Responsible Gambling [incident: 180109-002342]

CE

 

Cassava Enterprises <[email protected]>

sö 2018-01-21 13:35

Inkorg

Till:

[email protected];

Du svarade den 2018-01-21 14:32.

Subject

Responsible Gambling

Question Reference # 180109-002342

Response (21/01/2018 01.35 PM)

Dear Niklas,

 

This is the Bingo Security Team.

 

Thank you for your email. Please be advised, the UK Gambling Commission is the regulatory body in charge of players that reside in the UK only. There has been a misunderstanding with your own membership, since the majority of players that use our bingo sites live in the UK. As advised previously, we regret any misunderstandings that have been caused.

 

Niklas, when you requested your account closure, you was advised of the following:

 

"We have permanently closed your account and will do everything in our power to prevent you from playing with us in the future. We kindly ask that you refrain from opening further accounts with any gaming site owned, operated or powered by Cassava Enterprises (Gibraltar) Limited; as such accounts will be closed as soon as they are detected. In case that you do open any new account(s), Cassava Enterprises (Gibraltar) Limited may, at its sole discretion, withhold all deposited and related monies in relation to such accounts."

 

Niklas, we cannot physically stop you from registering an account with us. Although, every effort is made to stop a player from using our services when requested, the player themselves must also take responsibility of adhering to our requests.

 

In light of the above, we will be unable to refund you your deposits. If you feel you wish to escalate this matter further, you are welcome to do so. All details of our regulators can be found on all sites operated by Cassava Enterprises (Gibraltar) Ltd.

 

Thank you in advance for your time and understanding.

 

Regards,

 

Bingo Security Team

[email protected]

[ValDes]

Well, somehow their vague response didn't surprise me at all...  

 

Obviously they are not interested to assist you further, so let me give you a helping hand on this one. 

 

As a non-UK player your gambling activities with Cassava brands fall under their Gibraltar operating licence. More info about it here: 

 

https://www.gibraltar.gov.gi/new/sites/default/files/HMGoG_Documents/888_17.pdf

 

Info about filing formal complaint with Gibraltar Gambling Commissioner here: 

 

https://www.gibraltar.gov.gi/new/gambling-commissioners-advice-complainants

 

Let us know in case you need further assistance.  

[nippsan89]

I would like to thank you for all the help, when it today called the UK gambling commision and explained the situation. They agreed with that they have not acted correctly. Replyed to Cassava again and got this answer.



Dear Niklas,

This is the Bingo Security Team.

Thank you for your emails. Please be advised, your membership has been presented to Management for review. Taking into consideration that the misunderstanding has been made on our side, we have decided to proceed with the promised refund of 2140EUR.

Niklas, this refund will be paid back to the bank details you have provided and you are respectfully asked to allow up to 7 business days for the funds to be received.

To eliminate future misunderstandings, please refrain from opening further accounts with any gaming site operated by any entity within the 888 Group (specifically including Cassava Enterprises (Gibraltar) Ltd and 888 UK Limited). Such accounts will be closed as soon as they are detected and the relevant operator may, at its sole discretion, withhold all deposited and related monies in relation to such accounts.

We sincerely regret any frustration or misunderstandings that have been caused and thank you for your understanding.

Kind Regards,

Bingo Security Team
[email protected]

 

 

-----------------------------------------------------------------------------------------------------------------

 

 

Well, im glad i took this further, and thanks for all the help. I hope my money will be recived this time and thanks again Valdes.

 

 

 

I can I just ask, my English isn´t the best but this sentence "your membership has been presented to Management for review" They are meaning that they HAVE reviewed it and all is good to go with my refund right? =)

 

[ValDes]

Haha, it's really unbelievable how fast things could change right...  

 

Yes, the email sounds like they are now going to refund the aforementioned amount. Not sure about the payment time frame though, many players here have already complained these refunds taking weeks, sometimes even months.