[Edited]: Cassava Enterprises - Self Exclusion Refund Discussion

[dubdan]

I had the email on the 6th sent my details on the 10th refund processed on the 11th and then the money was in my bank a few days later. About 4 working days it took to go in.

[dubdan]

6th Of June*

[F1l1z]

Wow you were one of the lucky ones I think it was the weekend before you got the money that they started to have delay

[F1l1z]

It's not being done in order if who responded first they are and will deal with everyone but they have their own own order

[madmonkeyfun]

Quick update, my money went in on yesterday morning, £230 back, those that have replied back to the emails, they are getting through them, mine took about 3 weeks to process from the first email to getting the payment

[F1l1z]

That's brilliant news glad you got your refund thanks for the update just gives people a rough idea of waiting time I've not received any response yet with regards to amount but did what you said and emailed all 3 emails and got an automated reply have to just keep busy...

[Richdun66]

Madmonkeyfun glad you have at last got some monies refunded still no news my end despite numerous emails since 1st June to all 3 points of contact not even an automated response pretty poor in my opinion also a shame that they didn't advise in original email that this would take some considerable time to process still it is cassava after all lol will continue to wait and see what happens

[F1l1z]

Have just got off the phone to them and the lady I spoke to said it's been updated and I should get an email in the next 24 hours but she couldn't see an amount...confused so ended the call and tried again now they are saying there's no amount they can see they are unsure of the amount and it's been sent off for review again and I should fingers crossed hear something in the next 48 hours the waiting game is so frustrating

[Hillbilly81]

Hi I've just joined this group as I had the same email on 1st June I replied to find out more info they emailed back on 16th June with my account details to verify it was a genuine email so I sent off my details but haven't heard anything back since, just wondered how everyone else was getting on with there refund?? Or if had more luck phoning them? It's becoming very annoying waiting to hear anything back from them lol

[F1l1z]

No luck for me was wondering how everyone else got on too. They emailed me last week thanking me for my patience and saying they are working through everyone's emails carefully and will respond when we get reimbursed it is frustrating they've had my bank details for over a month and the email I had from them was a direct reply to an email I sent on 1st June

[Hillbilly81]

The handling of it all seems very poor, surely they can reply to people with email of updates, when your asking people for bank details surely more care should be given over the whole process, can I ask F1|1z did u phone them?and did u get any help of them in doing that?how did u get there number?

[F1l1z]

I actually got the original email on 1st didn't think much of it although something told me to google and check it out and saw this plus another forum. I emailed them back but no response then googled and found the number. I gave them my bank details over the phone on the 7th but that's when they had that technical issue which delayed things even more I never got an amount in my email apparently that's something that's delaying it I've called every few days for an update but nothing has been updated yet all I know is it's under review where as a few weeks ago it was just in the que. I agree it's been dealt with quite poorly I keep getting told " thank you for your patience, or really sorry for the delay " and every time I speak to them I get the " there's a large number of people they are dealing with and they will respond to me within 5 business days" it's over 4 weeks they've had my details and I'm aware that a few people have already got their refunds I'm not sure what order they are doing it in but I'm sure it's not the order of people responding. It's really caused some anxiety and stress keep checking emails for some sort of response but nothing yet

[mygirls123]

Hi Everyone

 

Glad to see some people have received your money's owed. I am in the same position, I have already received a refund from moon games of £70. I decided to look into my Paypal account and bank statement and found another set of payments which I had spent on Reef Club Casino (not realising it was cassava enterprise at the time) I contacted them and showed them the evidence and they refunded a further £250. I have since checked back my statements to 2011 (this is when I self excluded) and found a lot of transactions which are linked to cassava enterprise, 888 payments, Bridgend ltd, aqua pay ltd and other names. I've contacted them with all the evidence and they are saying that it won't be refunded. This company takes advantage of people with gambling problems, self exclusion is supposed to work as a preventative measure but for years they allowed you to open accounts with them (not realising it was cassava sites) and lose your deposits knowing that if you were to win they wouldn't pay you out and would then close your account. I know other sites have a system in place where if you have self excluded and open an account with a sister company it flags up saying you've self excluded from one of their sites. Cassava enterprise emailed me a while ago and said they couldn't automatically pick up on people registering who have self excluded. I had a look online into recent articles on this company and can see that watchdog have now got involved with how self excluded players have been treated. I thought I would try and open an account with a new cassava site on Thursday to see if it was now possible to open accounts with them and when I done this, it flagged up that I couldn't proceed as I am self excluded till November 2017! This completely contradicts what they have said previously about not being able to stop self excluded players from opening on sister accounts. I am going to take this further as I'm sure there are a lot of people in this situation and I don't think they should get away with this.

[...]

Hi everyone, yesterday i recived a update after five weeks. Im being refunded £1152

Like the above well under what i have spent. I shall email them to relook. I have spent much more and been refused a withdrawel when i tried to request one as the sites where connected. If you cant withdraw you should never be alowed to deposit. Has anyone else heard anything back? Good luck everyone.

[F1l1z]

Still nothing for me. When you say after 5 weeks is that 5 weeks from the date you gave your details I spoke to someone on Wednesday the 5th July that said they were going to contact management and I've been told today to wait till Wednesday Thursday for a response I'm feeling very anxious because I know what I deposited and they've also confirmed the amount in question I never got a chance to request withdrawal they automatically sent me the message to say I couldn't use there site etc by then I'd already deposited £774. Should be all or nothing in my opinion just got to be patient for a few more days I think see what happens I know there's been thousands of people that received that email and they have a high level of backlog i just wish it was sorted

[...]

Hello F1l1z it was 5 weeks from giving them my bank account details. And yes it should be all or nothing. I think they are paying back the min while making out to The gambling commision they are refunding full amounts. They have been told to refund all self excluded players or lose there license as self excluded players could never withdraw so it was classified as theft. Ive contacted them asking why they have only refunded 15% of my deposits as i have all evidence of transactions now. So i will see how that goes before taking legal action. I'll keep all updated.

[Kbowie85]

I too had refund 2 weeks ago and have emailed them back saying this is under the amount I should be getting. I told them to recheck the amounts and I require all sites they manage and what the transactions will appear on bank statements. I have told them that people will complain, check and forward complaints to the gambling commission where if they are found to not be refunding the proper true amounts they would loose there UK licence as they have been instructed to do so. Surely this mess would be independently be audited. I am sure they are hoping people will not know what the amount should be and are happy to receive anything. I received £505 but after several years of heavy gambling I believe this amount is so off.

[ValDes]

Hi all, 

 

Since it's obvious now this so called Cassava's Self-Exclusion issue is affecting really really lots of UK punters /mostly/ we will greatly appreciate if you could share within this forum topic how UKGC responded to your complaints referring to the matter.

 

Appreciate your feedback. 

[F1l1z]

Hi ValDes,

I never complained knew nothing of it till the email they sent even at the point I didn't know the other site/s were anything to do with cassava.

[ValDes]

Hi ValDes,

I never complained knew nothing of it till the email they sent even at the point I didn't know the other site/s were anything to do with cassava.

 

Exactly, it's all clear till the moment Cassava sent all these SE emails to affected players... The thing is what's happening at a later stage, when lots of players realized the offered refund is nowhere near what they are actually owed and started complaining in front of the UKGC.   

[Richdun66]

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

[...]

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

 

Bridgend -

Aqua Pay -  Are the main ones.

 

Older ones state Cassava LTD -

Theres others also.

[F1l1z]

Just a quick update I've near enough called every other day from the moment I got the number and was told the same thing every time but last week Wednesday when they said it's been escalated they sent it to the management and told me to wait till 12th or 13th of July I did that yesterday I was told to allow more time today I was told they are now sending it to their superior to have them contact bingo security direct and have it sorted within 24 hours. Never thought I'd see the email but they contacted me and I've been refunded and should expect my refund in 7 business days. My advice is what I was told call up all the sites you joined and deposited to after the first SE make a note of it to know how much you're looking at and go from there if anyone wants the number for bingo support it's 0800 901 2510 good luck to everyone that's still waiting for that email...

Oh and before I forget last week I received an email responding to my email sent on the 1st June today I received an email responding to my email sent on the 3rd July so they are catching up. Don't worry if you've not got an automatic response as they will still have received your email but confirm with them when you call that number

[mygirls123]

Hi

 

I contacted them again with proof of all my transactions and they are still refusing to refund all my deposits since my self exclusion date, they said I have been refunded the correct amount which is not the case. When I received the initial email from them on the 22nd May 2017 stating that it had came to their attention that after choosing to self exlcude on one of their brands operated by them, I had accessed other accounts operated by them and they were refunding £70, I asked them to look into further accounts and they said there was no more transactions. When I found more transactions I emailed them and they tried to say I had self exluded on that date, which was July 2015. I knew I self excluded in 2011 sometime, they asked me for proof which I managed to find in my emails from a previous complaint, and it was May 2011 and they refunded me a further £250. I sent them proof of transaction from the 1st May 2011 a few weeks ago and today I received an email saying I self excluded on the 26th May 2011 and couldn't receive payments before that date. They are basically lying to prevent themselves from having to pay out by pretending they weren't aware of the self exclusion date. They told me it was July 2015 when it was actually 26th May 2011, they have completely contradicted themselves in todays email stating that date. I have now sent them all transactions from the 26th May 2011 on various sites. If you are checking your statements, some of the transactions are listed as aqua pay, bridgened, cassava, 888 and also virtual maserirl.

[Kbowie85]

Sounds like they are all up to it. Was allowed to deposit on starspins and realised it's sister site is jackpot joy where I have a self exclusion still in place until 2018, virgin games and several others. I have asked for a refund! See how I get on with them