TheTrader
Non-Gambler
- Joined
- Dec 17, 2012
- Location
- Shropshire
Hi all
I am a newbie so please forgive me if i ramble on.
I joined 888 last week after a recommendation from a fellow gambler and deposited £40 to try it out. Almost straight away i started to get very decent wins and game bonuses even though i was only playing 30p bets and after playing for a few days i managed to get it up to £420 after hitting 50 free spins x 3 bonus on the HULK machine which rebooted them in 3 time on the spins which was one of the most exciting games i have ever played.
Almost immediately after the 150 spin bonus and after my £420 win, just 10 minutes later i had a message on the screen saying my account had been 'temporarily suspended'
I mailed the casino help line and nothing for 2 days then i received this email :
Dear xxxx,
This is Louisanne J. from the Operations Department at Cassava (Gibraltar) Ltd.
Cassava (Gibraltar) Ltd operates "888casino".
When performing a security check on your account, we noticed that you used a payment method where we weren't able to verify your complete details (such as your age) through our security checks.
Therefore, your account is subject to temporary restrictions until this verification is completed. This means that currently the account remains open for your continued pleasure, but we will be unable to process withdrawals from your account until we have verified your registration details further.
In order to do so I request that you send us a photocopy of your ID, Passport or Driver's license.
This document can be sent to us by you uploading it through the cashier on our site. To do this please log on and then access the cashier through the lobby and select the Confirm Your ID option.
Regards,
Louisanne J.
Operations Department
Cassava (Gibraltar) Ltd.
operations@cassava.net
I replied :
Hi
I will be able to upload my passport to you but the only problem is that my account still seems to be locked and i cannot log on.
regards
After another 2 days i received this :
Dear xxxx,
I am Mario L. from the Operations Department at Cassava Enterprises (Gibraltar) Ltd. Cassava Enterprises manages operational services for 888casino.
I am contacting you in regards to your account with username "xxxxxxxxxx".
Thank you for your most recent email.
Upon review of your account, I can see that you requested a Self Exclusion on August 28, 2012 on a related account which is also managed and operated by the Operations Department at Cassava Enterprises (Gibraltar) Ltd. Please note, when a member request a Self Exclusion it is for a period of six months or more their account cannot be re-activated until the time period has elapsed. As this account is related to other accounts they have been closed for the same time period.
Unfortunately, in accordance of our very strict Self Exclusion policy, I am unable to re-activate your account at this time. You will be able to have your account re-activate until February 24, 2013. Please note, when you are ready to re-activate your account you should contact the manager at manager@888poker.com for your account.
Kind Regards,
Mario L.
Operations Department
Cassava Enterprises (Gibraltar) Ltd
So it turns out that because i have asked for a 6 month cooling off period from another casino which was owned by Cassava (first time i ever heard of Cassava was my first email to me after my suspension) that now because i have happened to have joined another casino that is also owned by them my account is also suspended there.
My point is this, how many people look at the small print at the bottom of a casino page to find out which company owns the casino?
I joined 888 with all honesty, with my full details and upfront, what would be the point of me joining 888 if i knew beforehand that some 6 month cooling off period would affect another casino which at that point i joined not knowing that it was owned by a comglomerate who also owned the previous site?
I think the other site they mention was Foxy Bingo which i asked for a 6 month cooling off period in August as i had just lost my job and could not afford to gamble at that time. I have since inherited a property from my grandmother that i rent out which gives me a decent monthly income so i joined 888 after as i said a bit of asking around for recommendations.
I believe that Cassava have been totally non customer focused here and are using a technicality to not pay my winnings.
They were easy enough to allow me to join 888 with the same details and take my deposit.
Also it was very strange after i won those 150 spins x 3 that won over £400 from a 30p spin that just 10 minutes later my account was suspended on screen live.
I am a newbie so please forgive me if i ramble on.
I joined 888 last week after a recommendation from a fellow gambler and deposited £40 to try it out. Almost straight away i started to get very decent wins and game bonuses even though i was only playing 30p bets and after playing for a few days i managed to get it up to £420 after hitting 50 free spins x 3 bonus on the HULK machine which rebooted them in 3 time on the spins which was one of the most exciting games i have ever played.
Almost immediately after the 150 spin bonus and after my £420 win, just 10 minutes later i had a message on the screen saying my account had been 'temporarily suspended'
I mailed the casino help line and nothing for 2 days then i received this email :
Dear xxxx,
This is Louisanne J. from the Operations Department at Cassava (Gibraltar) Ltd.
Cassava (Gibraltar) Ltd operates "888casino".
When performing a security check on your account, we noticed that you used a payment method where we weren't able to verify your complete details (such as your age) through our security checks.
Therefore, your account is subject to temporary restrictions until this verification is completed. This means that currently the account remains open for your continued pleasure, but we will be unable to process withdrawals from your account until we have verified your registration details further.
In order to do so I request that you send us a photocopy of your ID, Passport or Driver's license.
This document can be sent to us by you uploading it through the cashier on our site. To do this please log on and then access the cashier through the lobby and select the Confirm Your ID option.
Regards,
Louisanne J.
Operations Department
Cassava (Gibraltar) Ltd.
operations@cassava.net
I replied :
Hi
I will be able to upload my passport to you but the only problem is that my account still seems to be locked and i cannot log on.
regards
After another 2 days i received this :
Dear xxxx,
I am Mario L. from the Operations Department at Cassava Enterprises (Gibraltar) Ltd. Cassava Enterprises manages operational services for 888casino.
I am contacting you in regards to your account with username "xxxxxxxxxx".
Thank you for your most recent email.
Upon review of your account, I can see that you requested a Self Exclusion on August 28, 2012 on a related account which is also managed and operated by the Operations Department at Cassava Enterprises (Gibraltar) Ltd. Please note, when a member request a Self Exclusion it is for a period of six months or more their account cannot be re-activated until the time period has elapsed. As this account is related to other accounts they have been closed for the same time period.
Unfortunately, in accordance of our very strict Self Exclusion policy, I am unable to re-activate your account at this time. You will be able to have your account re-activate until February 24, 2013. Please note, when you are ready to re-activate your account you should contact the manager at manager@888poker.com for your account.
Kind Regards,
Mario L.
Operations Department
Cassava Enterprises (Gibraltar) Ltd
So it turns out that because i have asked for a 6 month cooling off period from another casino which was owned by Cassava (first time i ever heard of Cassava was my first email to me after my suspension) that now because i have happened to have joined another casino that is also owned by them my account is also suspended there.
My point is this, how many people look at the small print at the bottom of a casino page to find out which company owns the casino?
I joined 888 with all honesty, with my full details and upfront, what would be the point of me joining 888 if i knew beforehand that some 6 month cooling off period would affect another casino which at that point i joined not knowing that it was owned by a comglomerate who also owned the previous site?
I think the other site they mention was Foxy Bingo which i asked for a 6 month cooling off period in August as i had just lost my job and could not afford to gamble at that time. I have since inherited a property from my grandmother that i rent out which gives me a decent monthly income so i joined 888 after as i said a bit of asking around for recommendations.
I believe that Cassava have been totally non customer focused here and are using a technicality to not pay my winnings.
They were easy enough to allow me to join 888 with the same details and take my deposit.
Also it was very strange after i won those 150 spins x 3 that won over £400 from a 30p spin that just 10 minutes later my account was suspended on screen live.