Casino Complaint 777.com not paying my winnings

Gorters

Newbie member
Joined
Mar 28, 2012
Location
The Netherlands
Yesterday I had some huge winnings and did a withdrawal at 777.com.
After uploading my ID I got the following message from Cassava Operations Team at 888 Casino: “this account is related to other accounts that have been closed by our Department for security reasons, we have temporarily suspended your membership at 777.com”

I realized I had closed an account at 888.com back in 2012 and asked them to re-open it in 2013, but I never complete the reactivation process at the time of my request. I did not realize 777 is the same as 888.

Because I was once self excluded at 888.com, 777.com can’t pay my winnings ( over 46K ) due to there policy, they only want to pay my deposits!

Is this just bad luck?
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia

RichyJ75

Has been a very naughty boy ...
PABnonaccred
Joined
Apr 3, 2015
Location
Kent
I had a similar thing with Cassava. I tried Wink Bingo (a Cassava site), didn't like it so closed the account. Several months pass and I got an e-mail asking if I wanted to re-open the account as the closure had lapsed - I didn't respond as bingo wasn't really my thing and didn't want to play there. Later, I opened a casino account (Secret Slots) with another 888 site, won, and tried to withdraw. Much the same as you had encountered, they forfeited the winnings citing the excuse I had excluded at another of their sites. The argument begins!

I e-mailed them on a regular basis and was forever passed around with standard responses rejecting my request for my withdrawal, namely my closed account at Wink Bingo was the problem. I asked them to re-open this account if that was the problem, to which I was told the account will not be re-opened due to their responsible gaming policy (I do not have a gambling issue, just didn't want a bingo account!!) and that the closure stands, despite them asking if I wanted it re-opened prior to my win!

Naturally unhappy with this, I e-mailed higher up the chain at 888/Cassava and kept a diarised register of what had been said/agreed. I did eventually get my winnings, but be prepared for a battle and ensure you are familiar with T&C's and that you haven't breached any.

Probably the best contacts to fight your case are:

help@igsupportteam.com
operations@cassava.net

but I also had contact with:

Bingosecurity@cassava.net
 

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