Originally Posted by
wailoktam
I opened an account with Supro Casino last month and I ended up with a 12 pounds win (188/200 pounds of the bonus lost). I only played 1 cent Video poker and I never made any suspicious doubling of large winning. There is nothing in my gameplay that would associate me with the label "bonus abuser". After I made an attempt withdrew, I received a mail from Cassava blaming me as a bonus abuser. All my accounts with all casinos whose billing are handled by cassava are locked. Worse than that, Supro charged my UK credit card in USD and costed me an extra 17 pounds for a 200 pounds deposit.
After some struggle with the transaction department, Cassava claimed that they would return the 17 pounds to my Supro account but my accounts were never unlocked after several weeks.
I have even confirmed with LuckyAce Casino that opening accounts with more than 1 cassava-powered casinos are allowed. LuckyAce told me that they are independent. So there is absolutely nothing they can base their accusation of me as a bonus abuser in any possible way.
What can I do to escalate my complaint? Cassava is supposed to be regulated by some authorities, right?
Give them plenty of time, BUT, if they refuse to provide you with the EXACT nature of your supposed breach of terms and conditions, OR remedy the mis-charging of your card, remind them of the UK's section 75 of the consumer credit act - the BANK will be a "third party" they CANNOT ignore.
Do NOT, however, use a threatening tone and do NOT mention any SPECIFIC course you might take, such as using the word "chargeback". You CAN, however, mention that you can make an "adverse merchant report" to the body that oversees the credit card transactions, which is probably VISA UK in your case, since UK Mastercards tend not to like gambling transactions.
I had a similar issue long ago with Winward, (who were not yet rogue at the time), and they wanted ALL digits of my card number AND the 3 digit code on the back, which was AGAINST security advice, and indeed VISA advice. I phoned VISA, and was told that it was OK to comply since I was effectively being held to ransom, and it would not affect me if my card details were later used fraudulently. I was asked repeatedly if I wanted to lodge an "adverse merchant report" with VISA for their behaviour. I did NOT, of course, want to do anything that would result in a "chargeback" action, but this kind of report does not, it is more to do, it seems, with bad behaviour on the part of merchants, including lack of consideration for card holder's security.
Winward then accepted my card with the security code blanked out, and paid up in full.
Going ahead, or even merely threatening a changeback, damages your ability to play at OTHER casinos, and is something to be avoided unless the "sin" by the merchant is VERY SIGNIFICANT, and a CLEAR violation of the rules, such as taking money without the transaction having been authorised.
You have already destroyed your ability to play at other Cassava casinos, since they will now have passed this negative data to all of them, who will either lock your accounts, or at the very least not offer any bonuses.
By debiting your card in a curreny OTHER than the one you authorised, they have ALREADY breached the rules, since they MUST present to you the TRUE nature of the transaction for you to authorise. This is something Click2Pay pullled on me, and at first they told me it was my bank that did it, but when I told them I would therefore contact my BANK with an objection to having transactions authorised in POUNDS charged as US Dollars, Click2Pay refunded the difference without further argument, and tried to explain why they were right to do it this way (they didn't make it all that convincing, so that was the end of Click2Pay for me).
Had I continued to play at Littlewoods after they moved from Crypto to Cassava, I may well have stumbled upon these problems myself.
It might be worth looking into a complaint to eCogra first, it should be relatively quick, and the casino will have to come up with something more concrete than "suspicious doubling" to win their case.
You have only "won" £12 though, so it is not a great loss to learn how badly Cassava treat you - better now, than after you win £1200 for example.
If you just get the currency fees back, you will have recovered more than the £12, and shown the rest of us that Cassava ALSO play this profitable "currency game" that Click2Pay use to inflate profits, and make a "free" transfer anything but.
Empty Fruities Astern Capt'n
Back to port for unloading.
Full Sails - before we get raided ourselves.
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